Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/19/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My friend had added me to his family mobile line about a week and a half ago about 2 weeks ago and about 6 days ago the phone line does not exist. I can't call I can't text I can't go on the internet I can't do anything after he just paid the bill and bought a new friendship for my phone and switched me to his family Walmart mobile plan. We've talked to multiple Representatives we've been hung up on we've been told that we don't exist in their system which he has been with family mobile for the last 8 to 9 years. Wondering what is going on why can't this issue be resolved why am I spending hours a day on the phone with Representatives that just hang up on me all to call back and be hung up on again? This needs to be resolved now.

  Business Response

  Date: 02/02/2024

  
  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 19, ****, regarding BBB case # ******** complaint.
   Your complaint states that your phone service has not been working for days and customer support did not provide you with the required assistance.
  Within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower Mobile *********** and data speeds or no Mobile *********** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.
  We successfully spoke with you via phone at ************ on 1/26/****; we discussed the findings in your account and after following troubleshooting steps we determined that your SIM card was defective. For that reason, a replacement request was issued for your old SIM card; per ticket reference No. 1291310748.
  Our records indicate that the replacement SIM card was efficiently delivered by *** on 1/30/**** in *********** **; per tracking reference No. 1Z85W83R0151142234. We attempted to reach you via phone for a second time and email was sent to ************************** on 1/28/****, 1/29/**** and 2/1/****; however, we were unable to speak with you and you have not responded to our emails.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1291248977.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing Walmart Family Mobile          

  
  

• Initial Complaint

  Date:01/14/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've purchased the same plan for months and now I'm being told I don't have hotspot data when it clearly states on service card I have 10gb of mobile hotspot spoke with several representatives and no one was willing to fix the issue but keep stating I was wrong when i clearly have the proof

  Business Response

  Date: 01/29/2024

  
  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/15/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased the same service plan you have been using for months but were later informed that the plan does not includes hotspot data, yet the service card states that includes 10GB for mobile hotspot; therefore, you would like to get a refund.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  We reviewed your account, and we confirmed that the line is in active status with the $39.88 service plan which includes 10GB of hotspot. However, our records show that you have already consumed all the mobile hotspot data capability of your service plan, thus we have determined that you are not eligible for a refund at this time.
  
  We attempted to contact your multiple times to the contact number ************ and email sent to *********************** on 01/23/2024, 01/24/2024, 01/25/2024, 01/28/2024 at 10:34 AM EST and later that day at 4:00 PM EST; however, we were unable to reach you and you have failed to response our emails.
  
  If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
  
  Please refer to email reference number ******* or 1291094774.

  
  Based upon the foregoing, we will close this matter as a resolution was provided.

  
  Thank you for choosing Walmart Family Mobile
  

  
  

• Initial Complaint

  Date:01/13/2024

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Inconsistent bill amounts the past two months. I have the December 2023 discrepancy fixed, but now my January 1st, ****, bill amount is off. My monthly bill should be $84.12 including all taxes, Walmart Family Mobile charged me $87.87. I would like the $3.75 refund, please and for my future bills to reflect the correct bill amount of $84.12. I reached out via chat, and they told me there is nothing they can do. I would like my bill to be fixed so this does not continue to happen. I asked if there was someone else I could talk to so they may fix, and they said no. Not sure where to go from here? I have included an image showing the correct bill amount vs. the incorrect bill amount.

  Business Response

  Date: 02/05/2024

  
  Dear *************************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 13, ****, regarding BBB case # ******** complaint.
  Your complaint states that you noticed discrepancies in your bills amount in the past two months since you usually pay $84.12 with taxes included and you were charged $87.87; therefore, you would like us to reimburse you the $3.75 extra that you paid for.
  In our review, your Walmart Family Mobile account is active with the Affordable Connectivity Program (***) benefit, which includes unlimited talk, texts, mobile data, long distance calls and 30 GB of mobile hotspot. You applied on 12/03/2021 and were approved on the same date. Please note that you will need to call us every month to make the Co-Payment and receive the *** discount. If you do not pay your discount, they will be reverted to the free plan and Auto-Refill is not available for *** Co-Pay.
  
  We successfully spoke with you via phone at ************ on 1/26/****; we discussed the findings in your account and notified you that we have determined that a technical issue caused the system to not apply the benefits to your account in the past months. We apologize for any inconvenience this may have caused and have initiated a refund request in the total amount of $13.06 to your account for the service plans purchased during your enrollment period; per ticket reference No. 1291325380.

  
  As a result, we contacted you via phone for a second time on 2/2/**** and you confirmed that the reimbursement was received and we can also confirm that the benefits are now properly attached to the account. Usage records verify that the benefits are applied, being used, and the phone is working properly.
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

  
  Please refer to email reference number ******* or Ticket Number 1291248297.  Based upon the foregoing, we will close this matter unless we hear from you. 

  Thank you for choosing Walmart Family Mobile.

  Customer Answer

  Date: 02/06/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/12/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Once again they have ended my cycle I paid for in 20 days instead of 30 days. I paid for a 40gb/1month plan on Dec 11. They ended this plan on dec 31st instead of January 10th. They gave me 10gb of I data I get for free on the *** plan. On the January 12th, today, I'm told I ran out of that 10gb when I should have just received it. After battling with multiple representatives just to get transferred to the correct department, the Walmart family mobile apc agent told me she would be giving me the data i was owed and to reboot my phone after the call. 1 hour later I still have no data. I'm forced to call them again and they want me to go through the entire process again. This is every month for many months now. I'm lied to, treated rudely and don't get what I'm owed. I'm so tired of having to deal with these people. This is at least the 3rd bbb complaint against this mobile provider and I have other cases with different carriers. It's obnoxious that's where we are at as a country.

  Business Response

  Date: 01/26/2024

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/12/2024, regarding BBB case # ******** complaint.  
  
  Your complaint states that you purchased a service plan with 40 GB included on 12/11/2023; however, your service was disconnected on 12/31/2023 and when contacting customer support team, they informed you that the data for the *** service plan issued for the month in January had run out as well. 
  
  In reviewing your Walmart Family Mobile account, for the line with phone number ending in ****, it is active with the Affordable Connectivity Program (***) and ************* minutes, unlimited text messages and 40GB of high-speed data per month airtime service plan. Records verify that the last payment for service for the account was processed on 01/14/2024 and the *** discount was successfully applied and processed. 
  
  Records verify you applied and were enrolled with the *** benefit on 10/03/2023; transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone is being used. 
  
  We successfully spoke with you via phone at ************ on 01/25/2024 and you informed us that the service impasse had been previously resolved by our customer support team; therefore, no further assistance regarding the matter would be required.  
  
  We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future. 
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Walmart Family Mobile.

  Customer Answer

  Date: 01/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  they credited me 40gb for ******* as well as February. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Tuesday Jan 9th,2024 my phone got stolen at work. I ended up getting a new phone that night because I had important calls from schools,doctors etc that already know that number for emergency contact 24/7 needed. That night I called to switch my number over to the new phone and the ask for my pin, yup I got that right . Then they ask for 2 contacts you have called I give them my husband and my son's number, they said it was invalid I give them another number they said invalid again. They said sorry you need to call back in 15 and try again. I proceed to call again in 15 mins, went thru the same process,and denied once again with different numbers. I call again the next day,same thing . Mind you I am looking right at my call log because ****** had already verified who I was and transferred my data to my new phone and I'm looking right at my call log! They won't let you speak to anyone else and just repeat the same thing. I do not want to pay for another card when one is already active and being paid for and I need to wipe that phone with my ****** once I'm able to transfer my number before my identity gets compromised. Everything should be right on your logs of all this activity and know which I'm trying to transfer

  Business Response

  Date: 01/26/2024

  Dear ***************************:
  
  We have received and reviewed your better business bureau complaint. This response is in reference to your correspondence dated January 12, ****, regarding BBB Case number # ******** complaints.
  
  Your complaint states you were trying to transfer the phone number and benefits to a new device because their old phone got stolen. Upon contacting customer service team, you were having issues authenticating their account to complete the transfer in request.
  
  In reviewing your WFM account is active with the Affordable Connectivity Program (***) benefit, which includes unlimited talk and text. The first 8GB at high speed, then 2G, 8GB promo ends 6/30/22. 5GB high speed thereafter. ************ included as part of data-on-device. You applied for the *** program on 05/10/22 and were enrolled on 05/31/22. Transaction records show that the benefits are attached to the account and being issued every month. Call records show that the phone has not being used since 01/13/24.
  
  Please know that Wal-Mart Family Mobiles customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. We were unable to process the requested transfer in, because you were having difficulties authenticating your account, which is needed to proceed with the transfer process from the missing phone to the new one.
  
  We have contacted you via phone ************ on 01/25/24 and we asked for an alternate line, which you provided ************ to process the transfer in request of the phone number ending in **** to the new device, which serial number ends in ****. However, you were not able to validate the account to complete your request and decided not to continue with the assistance.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********. Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing WFM.
  
  Sincerely,
  
  Tracfone Wireless Inc.         
  

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have one phone with Walmart Family Mobile which is the number I provided in the complaint. That one works . I had a second phone with Boost Mobile that a family member was using. We have had that number *************) for over 20 years. On the 10th of January, I ported the second phone number from Boost Mobile to Walmart Family Mobile at 9:46 AM. They told me the port was successful but I have had no service. They did troubleshoot the phone and said it was compatible on their end and it showed a successful port. I spent over 15 hours on the phone with over 10 different customer service representatives to no avail. They kept transferring me from one person to the other. 70% of the time, the call would just hang up. I was on hold for over an hour and then the call just ended so I kept having to call back and explain the same thing over and over again.Finally, I asked to port my number back to boost mobile. They said I would need a transfer pin and they needed to text it to the number I had just recently ported over to them. I explained that the phone had no service so I could not receive texts. They said they would email me. I never received a single email and asked them to verify the email they had on file. They refused and said they couldn't. I begged them to just allow me to keep my number and go to a different network if they couldn't get my service activated and working. They kept telling me to call back in an hour and when I did they said the port department was closed. I have had the number for 20 years and really need Walmart family mobile to release the transfer pin so I can move on and get service. I paid for service and the phone has not worked since the port. I missed a day of work trying g to fix this issue and the agents were not very helpful and some were quite rude. The representatives have no idea how to help me and they kept doing the same steps for over ****************************************************************************** a transfer pin.

  Business Response

  Date: 01/23/2024

  Dear *****************************,

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/12/24, regarding BBB case number ******** complaint.
  Your complaint states that you port your phone number from Boost Mobile to Walmart Family Mobile; you were told that the port was successfully completed but the service was not working. You called multiple times to get it resolved without success.
  
  We reviewed your account and we found that you requested the phone number to be ported on 01/10/24 per reference ticket # **********. When a phone number is ported, it may take up to 72 hours for the service to be working properly. Balance records show that your service is being use and working.
  
  We successfully spoke with you via phone at ************ on 01/22/24; we discussed your account status and you confirmed that your service is now working properly so, no more assistance is needed.
  
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  Please refer to email reference number ******* or 1291039289.

  
  Based upon the foregoing, we will close this case unless we hear from you.

  
  Thank you for choosing Walmart Family Mobile.          

  
  

  Customer Answer

  Date: 01/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My family has used Walmart Family Mobile for around 10 years. Recently, Walmart Family ***** was sold to ******** Around December 28th, my family was told that we needed to put new SIM cards in our phones. The new SIM card doesn't work in my phone. Now my phone dose not work. I have spent over 10 hours on the phone with family mobile. I even purchased a phone that is a ******* phone so that it would work on the ******* network, and that phone does not work with the new SIM card either. I have purchased 3 different SIM cards, a phone, and have not had a phone for my work for 13 days. I am so upset. Today, I had to spend $430+ on a new unlocked phone. I spent $151 on a ******* phone that didn't work. I spent $10 on SIM cards. I am so frustrated. My old phone with the old SIM card worked just fine until Family Mobile made me insert the new SIM card. I as the customer have lost around $600 and I have not had a phone for 13 days. I need to be reimbursed for my time and costs.

  Business Response

  Date: 02/08/2024

  [9:16 AM] ***********************
  Dear ***************************: 
  We have received and reviewed your Better Business Bureau (BBB) complaint. This response is in reference to your correspondence dated January 11, ****, regarding BBB case # ******** complaint. 
  Your complaint states that your service stopped working after you changed your *** card due to a migrated network; consequently, you purchased two phones and three new *** cards to identify what is causing the service interruption, but none of them worked. For that reason, you would like to be reimbursed for the time and money spent on the devices. 
  We spoke with you via phone at ************ on 1/22/**** and you directly informed us that you were only interested in receiving $600 as reimbursement; however, we notified you that we do not provide monetary compensations and we offered to provide you with 30 days of airtime on your account for the phone number ending in ****. Nevertheless, you declined the offer and requested to be contacted by a corporate office representative. 
  As a result, you were contacted for a second time by a corporate office representative on 2/5/****; and you were informed that based on the usage records we reviewed for your account from December 27th,, 2023 January 8th, ****, it does not appear that any service interruptions occurred during that time period, and it indicates that the device was functioning properly during that time period. In addition, our records indicate that the *** card change was completed.. 
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  

  Thank you for choosing Walmart Family Mobile.

  
  

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21125831
  
  I am rejecting this response because:

  Fraud Alert: Family Mobile is not telling the truth.

  Lie #1: They said that my service was not interrupted. The log on my phone shows that the last call that left my phone was on December 27, 2023 at 1:43 pm. The number my phone is **************. Look it up, that is the customer service number for *********************************************. At that time, I put the sim card into my working phone, and lost service until Wednesday January 10th, **** at 4:25 pm, when my new phone was activated. That is 13 or 14 days of lost service depending on how you count the total hours. Phone logs don't lie, but obviously Family Mobile does. As a result, my work could not get a hold of me on my phone for that entire time. Check your records Family Mobile, and see if my phone log is correct. You know the number. I missed calls, text messages, and voicemails. Think about the damage to my career that can happen when I don't have a phone for 14 days. Yet, I didn't even ask to be compensated for the problems caused at my work.

  In addition to missing work calls, members of my family spent over 10 hours on phone calls trying to get different sim cards to work on my phone. I say different members of my family because I didn't have a working phone, so I had to borrow their phones to make calls to Family Mobile customer service. 

  Lie #2: Early in the process, I was told by Family Mobile that they had been purchased by ******* and hence a ******* phone would work on the new network. Hence, I spent over $150 on a ******* network phone, that didn't actually work. 

  Lie #3: After I filed a complaint with the Better Business Bureau, I got a call from a representative of Family Mobile. During that call, the representative from Family Mobile said that had I purchased either of my new phones from Walmart, they could have reimbursed me for the phone. Yet, never in my many conversations with employees at the two different Walmart's that I visited in person, or the many calls to customer service did anyone say, "Hey, we are really sorry that the new sim card, that we asked you to put in your phone, has caused you so much trouble. If you purchase a phone from Walmart, we will reimburse you." Had anyone told me that all I needed to do was purchase a new unlocked phone from Walmart, and I would have been reimbursed, I would have done so quickly. Yet, if you review the response given by Family Mobile, you will notice that they lie and say that they never reimburse people for phones that they had to purchase. So either Family Mobile corporate is lying, or the Family Mobile rep who called me the first time is lying. Either way, after purchasing two different phones, I was told that had I purchased a new phone through Walmart, I could have been reimbursed. The phone conversation was recorded, so go listen to it. 
  

  During this entire time, I have tried to simply be reimbursed for the money that I lost. I have attached the receipts from my two purchases. Those receipts don't include the multiple sim cards that I paid for, a reimbursement for the 14 days that I couldn't use my phone on the network, the lost personal time going to Walmart, or on the phone with Family Mobile, or the massive trouble this caused me at work. If I were to put a monetary value on the stress and trouble, Family Mobile would be paying me $15,000 to $20,000. My family has been customers of Family Mobile for over 10 years. We always pay our bills. We have been great customers. Yet, when they caused a problem by forcing me to put a new sim card in my phone that was working just fine on their network, they want me to lay down and get run over by the big bad Family Mobile. Well, I am not going to do it. If I don't get a good response soon, I will be going to more than just BBB. 

  
  Sincerely,
  
  ***************************

  Business Response

  Date: 02/22/2024

  Dear ***************************,
  
  This is in response to the February 8, **** , rebuttal to Better Business Bureau complaint # ********. 
  
  Thank you for the additional comments about the complaint, we appreciate the feedback,and apologize for any inconvenience.
  
  As a final resolution, we do not provide monetary compensation for losses that occurred as a result and have offered 30 days of service due to the delays in the activation of the line. The agent was reviewing the line from the new phone,after activation, not the time elapsed due to the failed upgrade.
  
  Walmart Family Mobile is a Tracfone brand that was acquired by ******** however, we still operate as a prepaid phone service.
  
  For further assistance with the ******* Device, please provide additional details such as the **** number.
  
  Information about compatible devices, and services offered is available on our website.
  
  Purchases made from the Walmart Family Mobile Website are eligible for a credit after 30 days. Retail purchases, or purchases from non-Tracfone websites are subject to their return policies.
  
  '14.Disclaimer of Warranties
  'You acknowledge and agree that use of any Walmart Family Mobile Product or Service is at your sole risk and that your Service may be unavailable, interrupted,delayed or limited for a variety of reasons outside of Walmart Family Mobiles control. Not all Products or Services (including Plans) are available for purchase or use in all sales channels, in all areas or with all devices.Service is subject to transmission limitations caused by certain equipment and compatibility issues, atmospheric, topographical and other conditions. Further,Service may be temporarily refused, limited, interrupted, suspended, or curtailed due to system capacity limitations, technology migration or limitations imposed by the Carrier, or because of equipment modifications, upgrades,repairs or relocations or other similar activities necessary or proper for the operation or improvement of the ************** telephone system. Walmart Family Mobile does not warrant or guarantee the availability of network Services or of any other services at any specific time or in any specific geographic location or that Services will be provided without interruption.' .. . . All aspects of the Service, including Plan rates, offerings, features,functionality and other product specifications are subject to change without notice or obligation. At any time, Walmart Family Mobile reserves the right to substitute and/or replace any Product or Service with another Product or Service of comparable quality.
  
  
  Please refer to Ticket number ********** for further assistance.
  
  Thank you for choosing Walmart Family Mobile to provide cellular service.
  
  ************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. ****

  Customer Answer

  Date: 02/23/2024

   
  Complaint: 21125831
  
  I am rejecting this response because:

  Walmart Family Mobile is being Fraudulent, and should be investigated by BBB. This is a total waste of my time. I don't care if Family Mobile says that they don't reimburse customers for loses. That is a lie because one of their **************** Reps told me on the phone that had I purchased my new phone from Walmart that they would have been able to reimburse me. GO LISTEN TO THE CALL!!!! Family Mobile is not telling the truth. 

  I am out over $600. I even provided the back up in my last rebuttal. I lost time at work. I couldn't use my phone for over 14 days. In the Last email, Family Mobile lied about that. They said that I never lost service. 

  My ******* S10e worked perfectly fine until Family Mobile said that I had to put a new SIM card in it. After ******************************************************************** over $600, I finally got one of the new phones working. Your service rep said that if I purchased a ******* phone, it would work on the new network. Hence, I spent $150 on a used ******* ******* S10e. I was simply trying to replace the phone that I was using before. Take note, I didn't go and buy a new phone. I purchased a used phone. What a joke. Only after the used / new to me ******* phone didn't work, did I purchase a new / unlocked phone from Amazon. 

  Is your corporate policy to commit Fraud? Is your corporate policy to steal from your customers? Is your corporate policy to make changes that hurt your customers financially and then to fail to reimburse them for your mistakes. I am the victim here. Lost time on my phone, lost time on calls with your stupid customer service reps who couldn't solve a problem that Family Mobile created, missed work calls, and out over $600. You are criminals. If your corporate policy is to rob, steal, and cheat, then you are the very reason why there are consumer protection laws and the Better Business Bureau. You created the problem, so fix it. Pay me the money that you owe me. I am no longer asking for $600. I want $15,000 for the ongoing mess that you have and are making. I hope that the world sees this review. I am sick of dealing with you and your dishonest corporate policy. 

  Fix the problem that you created! I want my money! I want this to go to the top! I am tired of dealing with low-level employees that echo, "Our corporate policy is to not pay people the money that we owe them for the problems that we caused". Change your corporate policy and train your customer service reps better. You should be grateful for paying customers like my family - instead of trying to make changes and then take advantage of us. I am so tired of dealing with this, and I just want you to do what is right. Every day that you delay, I am going to post about this situation. I am going to tell the world what Family Mobile did to me and how poorly they have responded. This is going to cost you way more than the $600+ that I asked for. 

  I am very unhappy,
  
  ***************************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On January 8th **** I was charged for my monthly phone service. On January 9th my phone was disconnected from Walmart family mobile network and I was unable to send/ receive calls or texts. I spent nearly 12 hours on the phone with customer service with no resolution. I was disconnected during transfers three times. No one at this company can tell me why my phone suddenly does not work or how to make it work. I've asked for a refund since my service is prepaid and I cannot use my phone for calls or texts. No one will help me. I want to port my number to a new service and no one will help me with that either. This company needs shut down. They have the worst customer service of any company in history. They take your money and do not care if you receive the service or not.

  Business Response

  Date: 01/25/2024

  Dear *********************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 11, ****, regarding BBB Case number ******** complaint.  
          
  **************** complaint alleges that she is experiencing issues with her phone service and want to port her phone number to another service provider and a ask for refund.
   
  As per our investigation, **************** account is no longer active it was deactivated on the day the phone number was successfully ported out in reference to ticket number ********** that was created 1/22/****. Moreover, prepaid card is non-refundable. Customer can go back to the retailer store for refund request.
   
  Within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact service and result in dropped and blocked connections, slower Mobile *********** and data speeds or no Mobile *********** or data connectivity and call interference. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions.
   
                 
  We spoke with ************ on 1/24/**** at ************ and she confirmed that her phone number was successfully ported out to its new service provider. 
   
  If ************ should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to Ticket Number 1291192094.
   
  Thank you for choosing Walmart Family Mobile.
                                                                                                                                                                        
  Sincerely, 
   
  Executive Resolution Department
   

• Initial Complaint

  Date:01/11/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/9/24 I contacted customer service via chat then, they instructed me to call the 877 number to have my dead mothers service disconnected. Dead people dont use cell service. Yes, I had to explain that to three people and I said I had a death certificate, but they said they couldnt do anything for me if I didnt have her phone, pin, or access to her email. My mother was a hoarder. We may never find the phone and she would have rather died than give anyone her email password. She was weird, but shes not the only one. The only recourse we have is to ask the credit card company to rescind all payments mad since 10/20 and not honor future requests for payment. That doesnt seem like a proper termination of service or contract, but Im documenting it here and sent a complaint to the ******** Attorney General. This is a horrible way to treat a family in mourning and stealing from the dead is disgusting.

  Business Response

  Date: 02/02/2024

  February 01, ****
  
  
  Dear *************************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 11, ****, regarding BBB case # ******** complaint.
  Your complaint states that you have been unable to cancel your deceased mothers services. Upon contacting customer support, they told you that there is nothing we can do about this.
  We searched our system with your full name, email address and contact number included in the complaint, but the information provided does not match our records. We are unable to investigate this issue further at this time. For us to investigate your concern, the following information is needed: the customer's full name associated with the account, the phone number, and the email address associated with the account, in addition to the device's ESN/IMEI, and information related to the method of payment for the account. We will continue to investigate this issue and update our findings once additional information is provided.
  We are deeply sorry about your loss. Our condolences to you and your family. We apologize for the misinformation you received regarding our account cancellation procedure for deceased customers. You can send a picture of the death certificate via email ***************** and your mothers account can be deactivated.
  We attempted to reach you multiple times via phone at ********** and email was sent to ***************************** on 01/25/****, 01/26/****, 01/29/**** and 02/01/****; however, we were unable to speak with you. We have received email replays from you in which you confirmed that the account has been successfully deactivated.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  Please refer to email reference number ******* or Ticket Number 1291237755.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Sincerely,
  
  
  Tracfone Wireless Inc.
  

  
  

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21124664
  
  I am rejecting this response because: I received multiple calls and emails that indicated they definitely did know what situation I was referring to. I informed the business that I had resolved the situation through my own creativity----no thanks to them during a very difficult time.

  As they should, at least they did acknowledge that I was not provided with accurate information. While I appreciate the condolences, I know that I have a good support system and overall, I was able to handle this without it creating an overwhelming financial burden on me or pushing me over the edge into a depressive episode, but a lot of people would not be so resilient. The staff needs to have better training on how to handle these types of situations and there should be a way for family members or executors to either securely upload, fax, or mail supporting documentation to terminate service.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I lost my phone during a Christmas event and went into Walmart and bought a replacement. The Walmart refused to help me activate so I called into family mobile. The first rep helped me but told me my new IMEI wasnt good so I asked for my account and transfer pin and then all drama started. She sent me to a supervisor who then said she wouldnt help until I reauthenicated again and would only accept an SMS or pin. Which her last rep did not require she asked me for two numbers I call often since I was without my device and pin. After she ended the call, I called back to find out that I could only authenticate via SMS or pin.. I asked to talk a supervisor and was told that transferring is not allowed. I am on autopay with an account I cannot access to cancel, transfer or service! Ive had family mobile for 15 years and Ive lost a device before and didnt have my pin!! They used the two numbers and fixed me up.

  Business Response

  Date: 01/22/2024

  Dear *******************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 4, **** regarding BBB Case number ******** complaint.  
          
  ************** complaint alleges that he lost his phone and purchased a new phone but was not able to activate due to account authentication issue.
   
  As per our investigation, ************** account is still active. We were not able to find any records of a stolen phone on his account. Customer can call to deactivate a lost or stolen phone but need to authenticate the account first.
   
  Additionally, Walmart Family Mobile customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. 
   
   
  We tried to contact ********** multiple times via phone number ************ also e-mails were sent to ***************** on 1/11/****, 1/12/****, 1/17/****, 1/18/**** and 1/21/****, but we have not been able to reach the customer. Thus, we need to speak with him to provide further assistance.
   
  If ********** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to Ticket Number 1290353826.
   
  Thank you for choosing Walmart Family Mobile. 
                                                                                                                                                                        
  Sincerely, 
   
  Executive *********************