Complaints

• Initial Complaint

  02/08/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/10/2025

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  01/03/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unable to activate existing service on phone

  Business response

  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

  12/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  01/10/2025

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

  Customer response

  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

  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

  11/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  11/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 *********************

• Initial Complaint

  10/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Overview *AS IF NOW 10/6/2024 I HAVE SERVICE FOR 8 MORE DAYS WITHE FAMILY MOBILE *I HAVE NOT BEEN ABLE TO USE THE SERVICE SINCE 9/14/2024 *MY PHONE IS LOCKED SO I CANT GET ANOTHER SERVICE ON IT.*I CANT GET ANOTHER SERVICE ON THE PHONE NOW BECAUSE MY ACCOUNT IS UNVERIFIABLE *FAMILY MOBILE AGENT LOCKED A SECOND PHONE THAT WAS NEVER AFFILIATED WITH FAMILY MOBILE, THEREFORE I WOULD HAVE TO GO THROUGH FAMILY MOBILE TO UNLOCK IT.During the week of September September 8, prior to September 13. I called Family Mobile for tech support. For a several weeks I had different issues with the service. Included, but not limited too dropped calls, phone shutting down when the battery had more than a 80% charge. Cutting off when battery would get to near 50% charge. The result, of the call was that I needed a new sim card. Bought a sim at ******** on Sunday September 15.Friday going into Saturday September 14 is my renewal date. I purchased the renewal card bar code # *********************** **********(underlined on card) for $53.The phone specialist at Walmart put the sim card in and supposedly activated it. ** was a Family Mobile SIM card. He suggested to call tech support and I did at approximately 2 pm til 7:17lm. The foundational premise of prepaid services are no ID, no contract, no credit. When I called Family Mobile, the first question I was asked "what is your name so I can address you properly?" I paused for a moment, because my mind is on the foundational premise of no ID. I then replied, "you can call me customer, *** or sir" ** was all down hill from there. Shortly after I was transferred to another agent. I was on the phone with him for 50 minutes and the call was disconnected. I call ******* this point I had stated that "this is unacceptable and that I would go on the internet and share my experience with bad reviews

  Business response

  10/17/2024

  Dear Elliott C:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 06, 2024, regarding BBB case number 22387692 complaint.
  
  Your complaint states that you had a service issue with Walmart Family Mobile since September 8 and were told that you needed a new SIM card. You even added a new plan on September 14 but still has no service. In addition, your phone is locked, and you wanted it to be unlocked. Furthermore, you have concerns regarding account authentication.
  
  Walmart Family Mobile account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  Please know that service interruption may 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.
  
  In reviewing, based on the airtime pin 643921925881048 which was added on 9/14/2024, a Walmart Family Mobile account was pulled up. The account has the number ending in 8799 and it is connected to one of our branded Motorola devices with serial number also known as IMEI number ending in 9715. The device status of the phone shows that it is already unlocked. The account is currently suspended due to non-renewal of service since 10/15/2024. In addition, we have checked the usage report of the line from 9/8/2024 to 10/15/2024 and found that service was used.
  
  Meanwhile, the receipt that you forwarded was for a Straight Talk Bring Your Own Phone (BYOP) Activation kit. The airtime pin included with the Serial Number Protocol 2798373872, which was printed on the receipt, shows that it was used to activate a BYOP SIM. The SIM card ending in 3733 was activated on 9/15/2024 and was assigned with a number ending in 3370. The account is currently suspended due to non-renewal of service. The usage report of the line shows that the service was not being used.
  
  We attempted to contact you multiple times via phone at 443-580-6921 and email [email protected] on 10/07/2024, 10/10/2024, 10/11/2024, 10/13/2024and 10/16/2024; however, we were unable to speak with you and you only responded once to our emails. Hence, to address the matter, it would be best for us to speak with you.
  
  If you should still require assistance, you can contact 1-888-251-8169 enter PIN 1120. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number 5422543 or Ticket Number 1306628639.
  
  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 response

  10/20/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22387692, I have been unavailable.  I am available Monday 10/21/2024 after 2 pm.

  
  Sincerely,
  
  elliott cunningham

  Customer response

  10/21/2024

  Great Day
  
  Sunday I sent correspondence to a message responding saying that I was available for communication after two o'clock Monday/today 10/21/2024. The issues were not resolved but in the process.
  
  

  Business response

  10/29/2024

  Dear ******* C:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 21, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your issues regarding the service were not resolved yet,but is now in the process of getting resolved.
  
  As per our investigation, your Walmart Family Mobile phone account was deactivated on October 15, 2024 due to non-renewal of service. We confirmed that the phone is already unlocked in the system and it is ready to use to different service provider.  
  
  Additionally,Walmart Family Mobile 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.
  
  Please also be advised that when assessing the quality of the customer's experience regarding their service, please note that ******** and its affiliated brands have explicitly stated in their Terms and Conditions that coverage and service availability are not guaranteed. There may be limited or no coverage in the areas shown in the coverage area. Within coverage areas, there may be significant limitations or interruptions in coverage that may result in dropped and blocked connections, slower data speeds, or no data connectivity, as well as call interference. Many factors can cause this, including, but not limited to, the customer's device, network changes, traffic volume, network prioritization, network outages, technical limitations, signal strength,terrain, proximity to buildings, foliage and other obstructions, weather, and other factors.
  
  We attempted to contact you via phone number ************ and e-mail *********************** on 10/23/2024, 10/24/2024 and 10/26/2024, to discuss the status of your account and service concerns. However, we were unable to reach you and have not yet received your reply to our emails.
  
  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 *********************

• Initial Complaint

  10/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My email address was used to create an account on Wednesday, October 2nd around 17:00. I DID NOT create the account.I've gained access to the account by resetting the password but the account verification emails never come to me (I have checked SPAM) so I can't have the account closed. I've called customer service and they have tried to send the verification emails but I still do not get them.Customer service says they can't help me. I've asked if they can verify that I own the email by sending me a "normal" email that I can reply to but they refuse to do that.I do not want my personal information associated with this account and a possible scammer. I request that my email be removed from the account and blocked from being used again as I never use this email for anything other than writing family.I've included screenshots of the account email verification screen and the initial "Welcome" email address showing my email. I'm not sure how else I can prove ownership as the verification emails never make it to *****'s quite irritating getting constant account messages and, as I stated earlier, I do not want my personal email associated with this person for obvious privacy reasons and personal reasons as well.Can someone from Walmart Family Mobile please reach out to me at the provided email to get this resolved and so I can prove ownership of the email address in question.

  Business response

  10/15/2024

  Dear ******** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 06, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that a Walmart Family Mobile account was created with your e-mail address. You gained access to the account by resetting the password; however, owing to the authentication procedure, it has not been possible to make any changes on the account. Thus,you are requesting to remove your e-mail from the account.
  
  By reviewing your account; we were able to find an existing account with ********************** associated with a mobile phone number and security questions set up on the account.
  Please be advised, that Walmart Family Mobiles customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. We cannot process any changes to an account unless the account owner completes the validation protocol required. Thus, it would be best to speak with you over the phone for further assistance.
  
  We spoke with you successfully on 10/08/24 via phone number ************ and attempt to authenticate the account with no success. Given the situation of being unable to authenticate the account, we have sent an escalation to verify specific account information for further review.
  
  We determined the veracity of the information previously provided and contacted you via same phone number on 10/12/24. Furthermore, we were able to perform the proper updates and verified that your e-mail was not associated with any other accounts.
  
  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 1306623414. 
  
  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 response

  10/29/2024

   
  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

  09/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  9/5/2024 amount ***** @ 7:15am EST. ************ keeps putting auto draft as my form of payment without my consent. I will directly tell them not too and every time I have an issue talk to a customer service *** my account ends up in auto-draft. Last month the website was down so I was forced to call and talk to a *** I directly told her I do not want auto draft as my form of payment. Then today the money was charged to my account. This even happened to my mom she called to pay my daughters phone bill on my line the next month she had a ***** charge because the *** put the account on auto-draft without her consent the month this happened was July.

  Business response

  09/17/2024

  Dear *** **********:
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated September 5, 2024,regarding BBB Case number # ******** complaint.
  
  Your complaint states that your account has been enrolled in the Auto refill program without your consent.
  
  We reviewed your Wal-Mart Family Mobile account; both lines were active with the $39.88 Unlimited talk, text, 40GB of *************** and unlimited International Long Distance to ****** and *******
  
  Wal-Mart Family Mobiles Terms and Conditions, states that Auto-Refill program allows our customers, to enroll in Auto-Refill. Customers need to register their credit or debit cards online with Wal-Mart Family Mobile and choose their Service Plan. With Auto-Refill, a new Service Plan will automatically be purchased and added to the customer's account each month on the Service End Date and the customer's credit or debit card on file will automatically be charged for the cost of the Service Plan selected by the customer on a recurring basis.
  
  It reflects that you registered a new credit card to the account and processed a payment on 08/08/2024 through customer service. The service plan was properly applied to the account. However, Transaction History shows that your account was enrolled in automatic payment for the phone numbers ending in 8431 and 1765. Please note that if you have multiple lines on your Account, when you enroll in Auto Pay, all lines on your account will be enrolled in Auto Pay and all lines will be charged for Auto Pay on the same date.
  
  In addition, Wal-Mart Family Mobiles customer account authentication policy operates under strict security standards to protect its customers' information.We cannot cancel automatic payments or make changes to the account until the account holder authenticates the information.
  
  We contacted you via phone ************ on 09/16/24. You stated that we billed the account automatically in August of 2024 without your consent. We discussed the status of the payments and the Terms and Conditions of the Auto-Refill program. You then cancelled the enrollment through the application, and we can confirm that our system was updated to ensure that no other payments are processed automatically and declared that no further actions are needed.
  
  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 Wal-Mart Family Mobile.
  
  
  
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