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:05/30/2022

  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.

  For almost 2 years now with wfm I don't know why they are lying to me telling me I have ***************************************************************** year old n apple can vouch for That my device planted with windows nightmare print spooler hardware malware all over my device I get nothing but extremely rude service my networks now been blacklisted they refuse to help so my networks stays insecure I have lots of **************** they say Yu wfkv can't go small claims I will be then 1st to bring em they are extreme liars apple will vouch for me

  Business Response

  Date: 06/14/2022

  Dear *********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 31, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. ******** complaint states that he is having issues with his phone service and his phone is locked.
  
  We have attempted to reach ****************** multiple times via phone ************ and e-mail ****************************** on 6/3/2022, 6/6/2022, 6/7/2022, 6/8/2022 and 6/13/2022; however, we were unable to speak with him and he has failed to respond to our calls and emails.
  
  Our records show that Mr. ******** phone is inactive since 6/13/2022 since he failed to add a service plan before his accounts due date. ****************** will need to add a service plan to reactivate his account.
  
  ****************** activated his phone on 09/30/2021. ****************** needs to be advised of the following Terms and Conditions of Service.
  
   The device must be active on Walmart Family Mobile Service for no fewer than twelve (12) months with Service Plans redeemed in no fewer than twelve (12) months for it to be eligible for free unlocking. We currently have an unlocking fee in place for devices that have not met the criteria.
  
  If ****************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 9:00 PM EST. 
  
  Please refer to Ticket Number 1256175908.
  
  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:05/15/2022

  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 mothers phone stopped working after an update, contacted family mobile to reset, they were unable to reset the phone even after providing all the security information they requested and confirmed as correct. So we purchased a new phone from a different provider and tried to transfer the number to the new service but during this process, family mobile decided none of the security information we provided the first time works anymore. Now the information they are demanding relates back to the very first account this phone number was activated on, 2 service providers ago. It is ridiculous to expect someone to remember what their address was 15 years ago when the original account was opened and with a completely different service provider. We provided multiple forms of security answers, sometimes those answers worked and sometimes they didnt. Two hours I spent arguing that the information I was giving them was correct when all along they were asking for information that pertains to accounts that never had anything to do with them. It still makes no sense to me.

  Business Response

  Date: 06/01/2022

  Dear ***********************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 15, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint states that she wants to transfer the phone number to different service provider.
   
  We spoke with ***** and confirmed that the phone number was ported out. The port out was initiated on 05/14/2022 with reference ticket number **********. Her service is already working from another service provider.
   
  If **************** should still require assistance, she can contact ************** enter PIN (**** or *****. Hours of operation are Monday to Sunday from 9:00 AM to 9:00 PM EST. 
   
  Please refer to email reference number ******* or Ticket Number 1255989571.
   
  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:05/09/2022

  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.

  5/9/2022 I am 64yrs old. On fixed income, disabled. I bought my cell phone from Walmart with the Family Mobile prepay plan. It satisfies my needs. As my device ages, the website has progressively gotten worse. After 48 hrs, dozens of attempts to pay, I finally resorted to using someone else's phone to successfully get my plan paid, only minutes from my phone being turned off due to non payment. They should support all devices they sell, regardless of age, as long as the customer is satisfied with it. I perceive it to be neglectful and disrespectful to long term customers. I think that I deserve at least a free month, or at least acknowledging the issue.

  Business Response

  Date: 05/31/2022

  Dear ****************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 05/10/2022, regarding BBB Case number ******** complaint.  
          
  **************** complaint states that he has difficulty paying or purchasing a plan through our website. He needs to use a different phone to complete the purchase. Due to this issue, he requested a month of free service or at least acknowledge the issue.
   
  We called **************** on 05/27/2022 via phone number ************. We spoke with a lady and confirmed that the issue was already resolved. She mentioned that there is no need to contact them again.
   
  If **************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 9:00 PM EST. 
   
  Please refer to email reference number ********************** or ******************** Complaint Ticket 1255768395.
   
  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:04/30/2022

  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 have a unlimited family mobile line for $49.99 phone numbe. my phone was stolen the last week in feb ********************************************************************************** a replacement SIM card. Everytime I called on the automatic line it doesnt give an option for cancel or report stolen and when you speak it hangs up. When I did get through to someone after just selecting technical support they wouldnt send be a replacement SIM card and told me I had to go to the store I cant with a broken leg. I was transferred multiple times and my card was charged multiple times since my account is on auto pay. If you check the account you will see there hasnt been usage since February. I would like a credit back to my account for the line back dated to February

  Business Response

  Date: 05/31/2022

  Dear Sir or Madam:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 30, 2022, regarding BBB Case number ******** complaint.  
  
  Ms. Toy ***** stated on her complaint that she needs a refund for the payment she made for her account as her phone got lost/stolen.
  
  We contacted and talked with Ms. ***** on May 24, 2022, 1:56 PM EST at **********. As per the conversation we have had, Ms. ***** confirmed that she already has a working phone, and she just needs a refund for the month of February as she was not able to use the ******* for the reason mentioned above. Thus, a refund was issued amounting to $56.45 with reference number 4688601243CQHV0B.  
  
  Our records show that Ms. ******* ******* was used as system has recorded usages since March of 2022.
  
  If Toy ***** should still require assistance, he/she can contact ************** enter PIN (**** or *****. Hours of operation are Monday to Sunday from 9:00 AM to 9:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1255567463. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for contacting Walmart Family Mobile.
  
                                                                                                                                                         
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:04/19/2022

  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.

  The data on my phone has not worked for over a week. My husband and I both have called customer service multiple times with no real results or help. The first few times they said they "fixed a problem" and told me to reboot my phone. Which worked for all of 2 minutes and then my data would go out again (only on my phone, not my husband's even though we're on the same plan).Then when we would call they would say they would connect us to someone "higher up" but then the call would just disconnect EVERY TIME - OVER 5 TIMES - leading me to wonder if there even is "someone higher up."I've even tried to call corporate Walmart customer service on different days at different times and I could never get a hold of a person. I got a message every time saying they were closed and would open at 6:00 a.m., but no matter when I called I could not get in touch with anyone to help me.We paid our phone **** on the due date thinking maybe my data had run out and would renew with our service. Nope. Still no data service, still can't get in touch with anyone to help. So now I have paid for a service that I am not receiving and I'm getting the runaround so that Walmart can steal my money.I'm also starting to think that they are lying about having certain customer service positions. I've never been able to get in touch with them and neither has anyone I know. It's really odd.

  Business Response

  Date: 05/27/2022

  Dear *******************************, 
  
  This is in response to the April 19, 2022 Better Business Bureau complaint.
  
  Thank you for contacting us about the Data access. We apologize for the difficulty. 
  
  A check of the number ending with **** confirms that the number has been port. We regret that you are no longer using our service. A check of the account usage displays that the phone was using data prior to the port out.
  
  Please contact me if this issue has not been resolved, use Ticket # ********** as a reference for this complaint.  My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern. If I am not available, or If you have any further questions or concerns, a corporate customer service representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  
  Thank you for choosing TracFone Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | ****************** **** | ****************************************************** | ****************************** | *************** | Ext. ****

• Initial Complaint

  Date:04/16/2022

  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 wholeheartedly regret ever beginning with Walmart Family Mobile. SIX months ago I wanted to move my BUSINESS number from one service to another and used Walmart Family Mobile as a holding service. That was the worst mistake I have made in years. Every single month since the first month I have called to have the number ported out from Walmart Family Mobile and EVERY SINGLE TIME they refuse and hijack my number. If I do not continue to pay for their service by waddling through their lies then my number will be blacklisted and I will never be able to use my BUSINESS number ever again, according to their reps.Due to the character limit to file a complaint I cannot detail every LIE they told to mislead me and forcefully continue my service. Briefly, they are:Your account number is your phone number Your account number is the **** of the last phone used with the service We cannot update your account with the correct account number You can port out the number yourself We didn't honor your port out request before we closed for the day so your number is inactive and you have to pay for more service before we can port out your number, Then submit a new request that doesn't go through for some reason The address you provided on the phone is in a different state than the address the account was registered with What is the submission number for your most recent port request....the submission number we never gave you?We have been on the phone for an hour and my supervisor is telling me I have to assist other customers.I honestly spent over 20 hours on this issue. TWENTY. They can never give the time back and I will seek legal action as this is nothing other than facetiousness and forcefully hijacking my number for continued service with them. They sincerely think this is a game.I want a refund of months wasted attempting to port out my number with useless info and for my number to finally be ported!!!!!!!

  Business Response

  Date: 06/20/2022

  Dear *****************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 17, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. Hendersons complaint states that she was having difficulties porting out her phone number and she wants to receive a refund.
  
  Ms. Hendersons requested number ************ was successfully ported out to her new provider on 5/17/2022.
  
  ********************** was contacted and we have received confirmation that her phone number was successfully ported out. ********************** have been advised of the following Terms and Conditions of Service.
  
  Plans have no cash value and are non-refundable.
  
  If ********************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 9:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1256733095.
  
  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: 06/21/2022

   
  Complaint: 17055887
  
  I am rejecting this response because:

  My number was hijacked by Walmart for MONTHS and I spent over 30 hours on the phone and chat trying to resolve this.  They lied, ended calls, gave misinformation, provided the correct information in different stages until, yes, the number was finally ported out.  In the interim, I had to pay for their service AND the other service awaiting the ported number. They say it is nonrefundable. If this is their resolution then again, BUYER BEWARE.

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

• Initial Complaint

  Date:04/11/2022

  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 have a prepaid phone from Walmart Family Mobile, for which I have to go to their website every month to pay for another month of service. After many months and many feedback surveys highlighting the problem, using their website never gets any easier. The website is so buggy it makes refilling service a serious challenge. I have tried on desktop and mobile but I still have the same problems on each. When on the website there is a space to enter your phone number and solve a captcha challenge then press the "pay now" button. Sometimes this button never brings me to the next page. If I actually make it past this button, I get to the "select a plan" page and I click the selection button to continue the same type of service I have. Sometimes this button brings me nowhere, and starting the process over or clearing the browser cache doesn't solve the problem. If I manage to make it past the phone number and plan selection pages I enter my payment info and click "pay now". This "pay now" button is also not guaranteed to work. Every month I have this infuriating experience, not just once but twice as I need to refill service for my phone and someone else's. Seeing as I do not want to go to a store and purchase a refill card nor call the customer service line and make my payment to a real person who speaks little English, my only other option is to enroll in autopay which I also do no want to do. Keeping a faulty website just seems like a guerrilla tactic to make people sign up for autopay.This has been and issue for more than 6 months however it seems to get worse every time I try. Usually after trying enough times I make it through the process but as I write this I cannot seem to make it this time. I've simply had enough.

  Business Response

  Date: 06/23/2022

  Dear *****************************, 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 11, 2022 regarding BBB Case number ******** complaint.
  
  ********************** complaint states that she had a hard time purchasing an airtime plan through the website due to its delayed response. Thus, she requested to fix and update the website.
  
  We attempted to contact ******************, today, June 15, 2022, 1:50 PM EST and 2:18 PM EST at **********, but we were unsuccessful. Thus, we left a voicemail message. An e-mails were sent with KANA IDs ******* and *******. She was informed that we are continuously working on improving our website. Thus, it may sometimes cause delay on the transaction made through it. Moreover, aside from the retailer store and customer service, she could also buy an airtime plan by texting the keyword ?Buy? to ******. We received her e-mail response in reference to ********************** acknowledging the information we provided as alternate way to buy airtime if website is not applicable. Therefore, we did not attempt to contact her for the 3rd time.
  
  Case is for rework since we need to contact ****************** to confirm if the issue was resolved. We attempted to contact ****************** today, June 23, 2022, 3:30 PM EST, at ************, but we were unsuccessful and there was no option to leave a voicemail. We have sent an e-mail to *******************.
  
  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 email reference number ******* or Ticket Number 1257219508.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Walmart Family Mobile.
  
  Executive *********************