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:03/10/2025

  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 been a customer of theirs for more than 6 years I bought a phone from them 6 years ago an iPhone 11 at Walmart Walmart offered an extended warranty for which I purchased within the directions of that extended warranty when my phone got broken they were replacing it with a refurbished phone I was told to keep my SIM card so I could replace it into the new phone that I received for which I did. Fast forward I continue to pay my bill each and every month when I tried to leave the company and Port my number out I was told my phone was locked unfortunately each time I call there I get told something different I finally was told that my phone was unlocked I had went and spent money that I was told I needed to go spend in order to get my phone unlocked that did not work then today I was told my phone was unlocked so I ported the number just to now have no Services because my sim is still locked they said I would have to have everything paying them $200 to unlock the phone which seemed like a scam to me by the individual that was on the phone I would have to have services for ***** additional days of their phone services in order to unlock my phone this is for a phone that I paid $99 for. I had been told that I would have to have an additional 30 days of service then it was 90 days of service I have been given the wrong information or incomplete information each time I call there the end result is I was told that my phone was unlocked so I did everything I was supposed to to transfer to the new company just to have them say my sim was locked when I called back to the company they're telling I would have to report it back and pay for additional months of service. I think this is a scam I even called Walmart family mobile plan when I got the new phone I was not told that I had to do anything different that was nearly 3 years ago so I purchased a product paid on it for 6 years and because of a mess up on their part and the insurance company's part they will not unlock

  Business Response

  Date: 03/25/2025

  Dear ***** See:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are having issues unlocking your phone.
  
  WalMart Family Mobile Unlocking Policy states that, TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  *The cellphone must be in working condition and turned ON.
  *The cellphone has not been reported stolen or lost, and there are no indicators of fraud.
  *The cellphone was activated with **************** by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  *For all cellphones Activated with TracFone prior to November 23, 2021, on any carrier network, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active ****************.
  *For all cellphones Activated with TracFone on the T-Mobile or AT&T networks on or after November 23, 2021, the cellphone will be remotely unlocked upon customer request after twelve (12) months of active ****************.
  *For all cellphones Activated with **************** on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.
  
  We spoke with you on 3/11/2025 via phone number ************ and discuss your unlocking request. Upon checking, your replacement phone from ***** with the **** number ending in 3527 is registered as a Bring Your Own Phone (BYOP) device; knowing that the phone is a replacement from *****, an escalation was submitted to possibly process your unlocking request. A follow-up call was made on 3/14/2025 to provide an update and to inform you that escalation is still in process. On 3/19/2025, we received confirmation that the phone with the **** number ending in 3527 has been unlocked. You just need to power the phone off and on, connect it to a Wi-Fi and insert your new service providers SIM card.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1316211424. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing WalMart Family Mobile. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 03/25/2025

   
  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. I did just check the phone and verified that it was unlocked though I spoke to them not even a week ago and the person I spoke to told me that it would take 60 days but again I did verify and the phone is as of today unlocked thank you for helping this matter.
  
  Sincerely,
  
  ***** See

• Initial Complaint

  Date:02/12/2025

  Type:Product 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.

  Reported my phone stolen in January as I was robbed at gunpoint. They told me after I bought a nee phone and Sim card from Walmart that when I Reported my phone stolen that I forfeited my service plan and they refused to reactivate my service. So I went to a new carrier and transferred my number. No one use Walmart family mobile all they do is say sorry and won't do anything to resolve any issues. Also they can barley speak English. So hard to understand.

  Business Response

  Date: 02/26/2025

  Dear ******** ***:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you previously had a service with Walmart Family Mobile, but your phone got stolen and reported it. You recently bought a new device and wanted to reactivate your service; however, you were told to have forfeited your unused plan. Therefore, you decide to switch to a new service provider and transfer your number over.
  
  Upon review, we found that your Walmart Family Mobile account was deactivated on 1/24/2025 after a report was made that your phone got stolen. Reference number *********. Prior to the deactivation, a $24.88 airtime plan was added on 1/09/2025. Meanwhile, we confirm the port out of your phone number on 2/10/2025 with reference number **********.
  
  Walmart Family Mobile Terms and Conditions states that plans have no cash value and are non-refundable. Plans cannot be transferred to another account, nor can they be used with or transferred to another brand owned by *********************** or another wireless service provider. No refunds or discounts will be given for (i) unused Service that expires after your Service End Date;(ii) unused Service if your Phone is lost or stolen; or (iii) Plans purchased that are not compatible or supported by your Phone.
  
  We attempted to contact you via phone at ********** on 2/13/2025, 2/14/2025, 2/16/2025, 2/17/2025 and 2/21/2025 but we were unable to reach you. However, we received your email response via ************************* stating that you want a refund on your new phone and sim card. Please check Terms and Conditions under Return Policy if your phone and SIM card is eligible for a refund. If yes, follow the return procedure to have your refund process.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1314262918. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile     . 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22924435
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******** ***

• Initial Complaint

  Date:02/09/2025

  Type:Product 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 was told to buy SIM card kit to activate my phone now I am being told I was reported to a ****************** as my phone being stolen. They said I reported it. I never reported it due to I have the phone and the box it came in. Will not refund my money nor will they activate my phone. Money lost buying kit no refund from Walmart. Spoke to four reps today **** **** up on me. Spoke to 2 Managers ******* and *** no help. They kept repeating themselves saying I reported it lost.

  Business Response

  Date: 02/25/2025

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 10, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you were advised to purchase a *** card kit to activate your phone. However, later you were informed that your phone was blacklisted after you reported it as stolen,which you never did. You could not activate your phone nor get a refund due to this issue.
  
  We reviewed your phone with IMEI number ending in 1968, and Transaction History shows that this phone was reported lost or stolen on 6/24/2023. Consequently, the associated phone number at that time, ending in 7781, was ported out on 6/28/2023. Please note that once the device is reported Lost/Stolen, the serial number will be placed on a national database which prevents us or any other wireless carrier from activating it in the future. We need to submit a request to remove it from the database, which may take up to 72 hours.
  
  Meanwhile, a ticket to remove the serial number from the blacklist was already created on 2/9/2025, with reference ticket number **********. In addition, an escalation was submitted to expedite the request, since it appears that the status of the device has not been updated yet.
  
  We spoke with you via phone number ************ on 2/17/2025, to discuss the update regarding your request; however, you requested a refund for the *** card kit instead. As courtesy, we agreed with your refund request, provided that you send us the required proof of purchase.
  
  We received the required documents to process the refund, and consequently, we created a ticket to initiate the process, with reference ticket number **********. Refund amounting $32.12 was completed on 2/23/2025. Refund check will be delivered in 7-10 business days; however, shipment on some areas may take up to 30 days.
  
  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 ******* Ticket Number 1314066626. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile.
  
  
  Sincerely,
  
  Executive *********************

  Business Response

  Date: 02/25/2025

  Date Sent: 2/25/2025 11:36:48 AM
  Dear ****** *****;
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 02/12/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are unable to activate your phone, and was informed that it was because you reported it as lost/stolen, when you never did. In addition, you stated that you could not get a refund.
  
  We received similar case from you with BBB case number ********, and have already sent our response. Per our response, a refund ticket has already been processed. Please allow 7-10 business days for the shipment. In some cases,shipment may take up to 30 days.
  
  Please refer to email reference number ******* or Ticket Number 1314311548.
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  Thank you for choosing Walmart Family Mobile
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:02/08/2025

  Type:Product 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 want the phone unlocked. I payed for my plans and you took my money and now I want as a resolution my telephone unlocked.

  Business Response

  Date: 02/18/2025

  Dear **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 09, 2025, regarding BBB case number ******** complaint.
  
  Your complaint states that you wanted to have your phone unlocked.
  
  We spoke with you on 2/11/2025 via phone at ********** and you confirm the device you wanted to unlock having the serial number also known as IMEI number ending in 7636. Based on our records, the device has yet to reach the minimum 60-day requirement.
  
  Walmart Family Mobile Unlocking Policy states that TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  *The cellphone must be in working condition and turned ON.
  *The cellphone was activated with **************** by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  *For all cellphones Activated with **************** on the ******* network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation.
  
  Upon discussing the Unlocking Policy, you agreed to wait until the phone becomes eligible for free unlocking.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1314076903. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 02/18/2025

   
  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:01/10/2025

  Type:Product 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.

  Since the start of December. I have been unable to verify my account as I no longer receive texts from the shortcode ******. I also no longer receive verification codes via email either. Customer support doesn't know what is happening.

  Business Response

  Date: 01/21/2025

  Dear ***** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 10, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are unable to verify your account via SMS and email code, and upon calling customer support, the issue is still left unresolved.
  
  Upon review, the record shows that you previously asked for your account number, Number Transfer PIN and ZIP code but were unable to authenticate the account. ********************** 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 apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. We found an escalation filed on 1/16/2025 to aid with your request. Reference number **********. On 1/18/2025,the Walmart Family Mobile account was deactivated due to the completion of your port out request with reference number 1312680292.
  
  We spoke with you on January 20, 2025, via phone number ********** and you confirmed that you already ported out your number to another service provider. No further assistance is required.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1312446464. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

  Customer Answer

  Date: 01/22/2025

   
  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:01/03/2025

  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.

  Unable to activate existing service on phone

  Business Response

  Date: 01/16/2025

  Dear Mar Woj:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 04, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are unable to activate an existing service on a phone.
  
  We spoke with you on 1/08/2025 via phone at ************ and provided the number ending in 9218 as the number you wanted to transfer to the device with the serial number also known as IMEI number ending in 9218.
  
  The record shows that the number was activated with the right phone on 1/13/2025 with reference number **********. The account is well provisioned in the network and usage report suggest that the service is currently being used.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1312016758. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing TracFone Wireless. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:12/10/2024

  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 purchased a phone and it did not work when I got home after calling the phone company I was told that the phone had not been scanned at the register. I'm going back to the store multiple times and have waited there for over 6 hours trying to fix the problem with no luck.

  Business Response

  Date: 12/26/2024

   

  Dear ******* *******: 
  
  We have received and reviewed your Better Business Bureau complaint.  
  
  This response is in reference to your correspondence dated December 11, 2024, regarding BBB case number ********.   
  
  Your complaint states you have purchased a phone, but it did not work because it was not properly scanned at the store. However, the store was unable to fix your problem after multiple times that you have been trying to work with them. 
  
  We spoke with you on December 11, 2024, by phone number **************. During your conversation with one of our representatives, you mentioned that you already went to Walmart to rescan your phone, but it still appears INACTIVE. Upon checking our records, it shows that your phone purchase was not successfully registered in Walmarts point of sale system (POSA). Thus, we created an escalation to further review your case;escalation reference number 1310436278. 
  
  As per the escalation response, the team was unable to work with your case as it appears that your phone was returned already to the store, which you confirmed through email that Walmart accepted your phone for return. The amount for the phone was refunded amounting to $31.00, but no refund was processed for your airtime card. 
  
  We apologize for the experience you had in activating your newly purchased phone. Please know that we are more than willing to assist you with the concern. However, we have not heard anything from you from the last email we sent. 
  
  To process a refund for your airtime card purchase, we need you to submit your receipt as your proof of purchase and a clear picture of the front/back of your airtime card. It would also be best to speak with you directly to gather necessary details for your refund. 
  
  If you still require assistance, you can contact an agent at ************** enter PIN ****. 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 **********.  
  
  Based upon the foregoing, we will close this matter unless we hear from you.   
  
  Thank you for choosing Walmart Family Mobile.   
  
  Sincerely,  
  
  Executive Resolution Department  

  
  

  Customer Answer

  Date: 01/10/2025

   
  Complaint: 22669200
  
  ----Attached is my receipt---
  
  Sincerely,
  
  ******* *******

  Customer Answer

  Date: 01/13/2025

  ---see attachments--

  Now they say they want a picture of the front and back of the airtime
  card but they never gave me a card. It was just a receipt and a
  printout. I'll include a picture of the printouts they gave me

  Business Response

  Date: 01/22/2025

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 10, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you attached your receipt to get the refund.
  
  We attempted to contact you on 1/13/2025 via phone at **********, to ask for a copy of the airtime card and confirm your mailing information so that we can process the refund request, but it was with no success. However, you responded to our email correspondence via ******************* and stated that no physical card was given to you instead what you have is a printed paper with the airtime pin number. You also replied with an alternate contact number. We spoke with you on 1/16/2025 via phone at ************ and we were able to initiate the refund request with reference number **********. On 1/21/2025, the refund was approved. The refund will be processed by our ********************* within 7-10 business days and the mailing of your refund check will usually be within 30 business days. We tried to make a follow-up call to provide the update, but we were unable to reach you. Thus, email confirmation was sent.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1312381809. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

• Initial Complaint

  Date:11/26/2024

  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 successfully transferred my Walmart Family Mobile# to a new carrier (mint mobile) because of poor service. It took me several attempts and hours on the phone to get this completed. All the while none of their representatives informed me that my phone would be locked once the transfer was complete. Now I'm having to go through more red tape trying to get my device unlocked. In which I been told by 3 of the representatives that my device has been successfully unlocked, just to find out that it's not . This has been going on now for months..

  Business Response

  Date: 12/05/2024

  Dear *** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 26, 2024, regarding BBB Case number ******** complaints.
  
  Your complaint states that you wanted to use your device with your new carrier but found that the phone is locked. You called customer service and were told that the device was already unlocked when it was not.
  
  Walmart Family Mobiles Unlocking Policy states that, TracFone will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  * The cellphone was Activated.
  *For cellphones Activated with new service on the ******* network on or after November 23, 2021, at least sixty (60) days must have elapsed since the cellphone was activated. For any cellphones, notification of the phone's unlock eligibility will be sent via SMS along with a link to the website where the unlock process can be accessed.
  
  In reviewing, your Walmart Family Mobile device with an IMEI number ending in 6697 was able to meet the free unlocking eligibility. To resolve your concern, an unlocking request was initiated on 11/26/2024 with reference number ********** and your unlocking codes were sent to your email ********************** To complete the unlocking process,from your phone, dial #********#, the phone will ask for the unlocking code 1 and 2. Once the codes are processed, power the phone off and on, insert new carriers SIM card, connect to Wi-Fi and complete any pending updates if available.
  
  We attempted to contact you via phone at *****************-707-8440, ************ and email ********************* on 11/27/2024, 11/29/2024, 11/30/2024, 12/02/2024 and 12/05/2024 but we were unable to reach you. However, we received your email response on 12/01/2024 and 12/02/2024 stating your unlocking request experience and you provided another contact number. We once again responded and forwarded you with your phones unlocking code via email. No new email message has been received since then.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1309569366.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  

  
  Sincerely, 
  
  Executive Resolution Department 
  
  

  
  

• Initial Complaint

  Date:11/12/2024

  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 paid $30.11 for monthly service at Walmart Family Mobile for calling, texting and 10GB of data. My service was renewed on November 11, 2024 but my data allotment said I already used up 10GB of data when my phone was off all this time. In October, my service was renewed on October 11, 2024, I used 2GB of data between the two telephones, but 8GB of data disappeared mysteriously and the website portal said I had no more data. I called repeatedly to tell them that this was a mistake on their end, but they were not listening to me and tried to sell me 1GB of data for $10. I asked one representative for credit for their mistake but they would not admit to their mistakes. I'm ready to cancel their service and move to another provider after several years with Walmart Family Mobile. I don't wish to pay for a service I'm not getting and I'm still not getting any data. I am able to call and text but no data. I can't use any data if my mobile setting on my phone is turned off.

  Business Response

  Date: 11/14/2024

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 12, 2024, regarding BBB Case number ******** complaints.
  
  Your complaint states that you have paid for your service but are not receiving the correct data allotment for your plan. As a result, data connection does not work.
  
  Upon review, the Walmart Family Mobile account is active and properly provisioned in the network. The records indicate that the account has a data balance of 7.61GB, with the latest refill date being November 13, 2024. There do not appear to have been any service interruptions during this period, and the device seems to be functioning properly.
  
  Please know that within coverage areas, there may be significant limitations or interruptions in coverage that may 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 you via phone number ************. We went through all troubleshooting questions and steps to resolve this matter. You confirmed that the service is now working as expected and declared that no further assistance is needed.
  
  We appreciate your feedback regarding the customer service experience, and this will support future improvements. Rest assured, we will do our best to prevent similar issues from occurring in the future.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1308808986. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile. 
  

   

  
  Sincerely, 
  
  Executive Resolution Department 
  

  
  

• Initial Complaint

  Date:10/22/2024

  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.

  Walmart family mobile has not provided an unlock code- we have been trying for the last month to get this unlock code. It is illegal not to provide the unlock code.

  Business Response

  Date: 11/04/2024

  Dear ***** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 23, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have been trying to get the unlocking code for your phone; however, Walmart Family Mobile has not provided you the unlocking code.
  
  We reviewed your account with the phone number ending in 9660; it has been active since year 2020. Our records show that the phone number was transferred to a Bring-Your-Own-Phone (BYOP) *** card on April of 2023, and the last 15 digits of the *** card number was recognized as the Electronic Serial Number (ESN) of the account, instead of the devices Serial Number/****. With this, we needed to verify the **** of the specific device you wanted unlocked, to verify the unlocking eligibility.
  
  We received your email on 10/25/2024 via email address ***************************************,confirming the active phone number of the device you wanted unlocked. However,to confirm the unlocking eligibility of the device, we need to get the ****.
  
  We attempted to contact you via phone number ************ and the same email on 10/29/2024, 10/30/2024, 10/31/2024, and 11/2/2024, to discuss the status of your account and unlocking request. We received your email responses; however, you have not provided the specific **** of the device you wanted unlocked, and we were unable to reach you via call. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 Walmart Family Mobile.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22461349
  
  I am rejecting this response because:

  I tried calling Ulecis back in the ******************************* they said he was available yet would not transfer me to him and he did not call me back. 
  
  Sincerely,
  
  ***** ********

  Business Response

  Date: 11/18/2024

  Dear ***** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated November 8, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you tried contacting a specific agent to assist you with your request; you were told that he is available, but you were not transferred to him nor get a call back.
  
  Our agents are thoroughly trained to address a variety of customer concerns. Should we ascertain that your issue necessitates escalation to a specialized department for resolution, the matter will be promptly escalated. Consequently, you will either be transferred to the appropriate department or receive a callback to resolve the issue.
  
  In addition, in regards to the phone you wanted unlocked, we needed to get the Serial Number/IMEI of the specific phone to determine its unlocking eligibility.
  
  We attempted to contact you via phone number ************ and emails were sent to ************************* on 11/13/2024 and 11/18/2024, to discuss the status of your account and unlocking request. However, we were unable to reach you, we have not yet received your reply to our emails. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 Walmart Family Mobile.
  
  
  Sincerely,
  
  
  Executive *********************