Family Mobile Customer Service Issues

We contacted Family Mobile about my husband's phone that he purchased on August 2nd. Unfortunately, it stopped working on November 21st. We had purchased a warranty for $10. He took the phone to Walmart, and they advised us to send it back. The phone was sent in on November 27th, and we just got a replacement on December 22nd. However, Family Mobile is saying we can't have our old number back. This is concerning for us as it's a number we've had for a long time, and all our friends and family know it. We would appreciate any help that can be provided.

About two months ago, my wife and I couldn't afford the more expensive mobile phone cards, so we bought the cheaper ones from Mobile. Unfortunately, we later found out that these cards did not include access to the Hotspot data, despite a sign at the store indicating otherwise. We tried contacting customer service several times to rectify the situation, but a manager accused me of lying about the hotspot feature on the cheaper plans and hung up on me. This happened multiple times, including a failed attempt through a chat with a customer service agent. I am seeking compensation for the two months of service we missed out on and requesting that the manager who was rude to me be reprimanded.

I made a one-time payment of $27.40 using my debit card to cover a friend's phone bill. During the transaction, the automated system mentioned keeping my credit card details on file for future payments, which I do not wish to authorize. Despite informing a representative in person, I was asked for a passcode that I do not possess since my friend is currently unavailable. I am concerned about unauthorized charges and request the removal of my credit card information linked to Danny Kirn's account. My name is Lori Pierpoint, and I urgently need this matter resolved. I can be contacted at [redacted].

I am supposed to receive a $50 eGift card for buying the phone and plan. I would like it to be issued to me promptly to resolve this matter. I am Ken M., and you can send it to [redacted] Below is my order number. Thank you. Order Number: [redacted] Total Items: $70.15 - Walmart Family Mobile $29.88 Unlimited Monthly Plan (4GB at high speed, then 2G*) with Mobile Hotspot Capable (Email Delivery) - $29.88 - Walmart Family Mobile Bring Your Own Phone SIM Kit - T-Mobile GSM Compatible - $0.99 (Processing) - Walmart Family Mobile LG Premier Pro Prepaid Smartphone, Refurbished - $29.99 (Processing) - 2-Year Protection Plan for Refurb Prepaid Phones $10-$29.99 - $3.00 (Processing) If you need to return any items, you can start a return for any Walmart or Marketplace item in Your Account. Thank you.

I recently created an account using the email [redacted] I purchased a Straight Talk service card, but my phone wasn't activated due to the wrong sim card. I allowed an employee to input the service card number into my account. Unfortunately, my service card has been stolen, and I lack the receipt and card number to report it. I'm currently unable to communicate and in dire need of assistance. I am out $55 and can't replace it. I believe there should be a way for you to help me retrieve the card number from your records or assist me in reporting it stolen. My only form of contact is my email, [redacted] I urgently need a solution as communication is essential for me.

Dear Sir/Madam, I am writing to bring to your attention the insufficient security measures in place for customer account servicing. While a pin number can be added to an account, it is often not requested during interactions with customer service representatives or when logging into the account online. I am reaching out after experiencing a "SIM card takeover" incident with my cell phone number [redacted] on October 7th, [redacted]. The hacker had control of my phone for two hours, causing significant disruption to my life and finances. I urge you to review account security protocols to prevent unauthorized access, such as requiring a pin number for all interactions and changes made online. In today's technologically advanced world, it is crucial to update procedures to safeguard customers from hacking incidents. I recommend implementing stricter security measures, including mandatory pin verification for all customer transactions and online alterations. Thank you.

I have been a loyal customer of Family Mobile for a long time with two service lines under [redacted]. I recently purchased two new Samsung Galaxy A01 handsets to replace our old phones and encountered an issue with activating the second phone. Despite sending photos of the receipt and barcodes to [redacted] as instructed, the problem persisted. After multiple calls to customer tech support, including speaking with supervisors, the situation remains unresolved. Each time I call, I have to repeat the issue again. It's vital that my second phone starts working today as I have been without service for three days now. I am hoping for a prompt resolution to this matter.

I have noticed discrepancies in my recent billing statements from your company, Family Mobile. My main number, [redacted], and second line, [redacted], have been charged multiple times incorrectly. Due to a stolen wallet, I updated my card information with my credit union. Despite this, I discovered charges for $24.99 on the line I added along with overbilling on my main number totaling $49.00 within the last four days. I also received an early reminder about a payment, which your billing department claims was due to me being enrolled in auto-pay, which is not accurate. I demand immediate credit for the $24.88 for the second line, $49.88 for the main line, and correction of the billing errors. The service interruptions threatened due to declined payments are unwarranted since my credit union confirms no issues on their end. Additionally, I have experienced poor internet connection and call drops on both phones. I expect a prompt resolution or I will escalate this matter to the BBB and local news outlets. Kindly rectify this situation promptly.

I have been a loyal F.M. customer for seven years. My old Moto 6e phone, despite being broken, was still usable until January. I purchased a new Moto 6e with insurance, but I have been unable to use it. The three previous representatives I spoke with did not investigate properly. My phone was hacked, as evidenced by the system and event logs showing the browser was sandboxed. This prevented access to data and the internet and later impeded phone calls. Even contacting customer service for help was a challenge. I bought multiple SIM cards as advised, but none were recognized as compatible. After trying the old phone's SIM card, it still didn't work. I became frustrated with being misled and canceled my account, which I now regret. I urgently need my phone repaired, replaced, and my F.M. account reinstated. I hope for a resolution to retain my number ([redacted]****) as Google does not recognize me as the owner of my associated email address, causing disruptions to my contacts and business.

I have made numerous attempts to address this ongoing issue. On the 15th of May, $27.40 was deducted from my Capital One account by Family Mobile for a service that was never provided for my husband's phone. Despite multiple calls to rectify the situation, I keep getting disconnected. We purchased the phone from a seller on Facebook Marketplace, and I tried to transfer the account to our name and change the phone number. However, there seems to be confusion with the IMEI number and the original phone number associated with the service. My husband has been without service for nearly a month. I am adamant about resolving this matter via a phone call, not mail. I am willing to escalate this if necessary. I am prepared to provide proof of payment from my bank statement if needed. Please address this promptly.

I am contacting you on behalf of my neighbor, Mary J., who is an elderly woman with disabilities. She is a customer on your Family Mobile Plan, under the phone number [redacted]. Despite her limited computer skills, she needs to report a serious issue. She is experiencing harassment and threats from an unknown man. He has claimed to see her in a local grocery store and has been loitering near her house late at night, flashing his parking lights to gain her attention. Mary is fearful and distressed by these events. She has attempted to block his texts, but he persists by using other phone numbers to send inappropriate messages. This morning, he even threatened to commit a violent act against her. Mary urgently requires your assistance to address this distressing situation promptly.

I accidentally broke my Moto E6 phone by cracking the screen, causing a spiderweb effect. I purchased a new Moto G phone for $99 at Walmart on July 1st. Unfortunately, on July 3rd, I lost my new phone and I couldn't use the Find My Phone feature to locate it or see its last known location. The system says "it can be reached," leaving me confused. I've made numerous attempts to find it without success. I'm very frustrated as I liked the new phone and was looking forward to using it for a while. I now need to find a new phone as I can't afford another expensive one. I'm puzzled as to why the Find My Phone feature isn't working for me when it seems to work for others. I even tried to transfer my service back to my broken phone, which still functions with its cracked screen. The new phone has a different plan due to cost constraints. I'm eager to have assistance in locating my missing phone and returning to being a satisfied customer. The slippery nature of the phone made it hard to keep track of, and my frustration is compounded by Walmart's lack of phone cases, which could have prevented its loss. I would greatly appreciate any help in this situation. Thank you for your support.

I have noticed a concerning issue with my apps on Facebook Messenger, email addresses linked to Gmail, and the Google Store. It seems that my accounts have been charged wrongfully in the past. Despite promises to resolve this, the management continues to tamper with my apps intermittently. I have multiple witnesses, including family and friends who are professionals in similar industries. It is disturbing to see how my information is being exploited through fraudulent activities by some individuals. I urge for a swift and sincere resolution to this matter, as this behavior is unacceptable. Thank you for addressing this promptly and professionally.

I own an LG Fiesta phone. Due to financial reasons, I haven't purchased airtime recently. When I tried to buy a $65 card, the Walmart employee informed me they no longer sold it. Instead, I purchased a $49 no-contract card that offers unlimited talk, text, and high-speed data. I'm wondering if I need to adjust my plan to fully benefit from this new card. Several months ago, I faced a similar issue where I had no data despite buying a card, and customer service couldn't resolve it. Could you clarify if I need to change my plan to utilize the new card effectively? Thank you.

I'm Kerri R. I've been on my roommate's phone plan, which might be under Jeannie M. Miller or Jeannie M. Jordan. Unfortunately, Jeannie passed away recently, around Nov 8th or 9th, [redacted]. Her phone account was on autopay, but her bank/card accounts are now closed. I don't have the account number, but her phone number was [redacted]. I need to disconnect my phone from this account and start paying my own bill. My current bill is due for December, and I want to prevent any service interruptions.

I am a Family Mobile customer experiencing continuous issues with my service such as the inability to make or receive calls and texts. Recently, I contacted customer service and spoke to representatives named Steve, Milly, and another representative regarding this problem. My main contact number is [redacted], and I am Emma S. I make on-time payments for my account on the 8th monthly, ensuring it is always current. I am seeking a resolution to these recurring issues to prevent future disruptions in my service. Thank you.

My phone number, [redacted], which I use for my business, was hacked and subjected to a SIM card swap. It appears this may have occurred while I was in contact with your technical support as they were assisting me at the time of the breach. I am deeply concerned as I have had this number for over ten years, and losing it could have severe financial consequences for both my family and my business. During the incident on 12/15 around 8pm, the agent abruptly ended the call, and my phone immediately showed a different foreign number, [redacted]. This situation has caused immense distress, and I urgently need assistance to regain control of my original number. I implore you to help me resolve this critical issue as it is having a devastating impact on my livelihood and ability to communicate with my clients.

I've had my phone number for 2-3 years, but due to a COVID-19 diagnosis, I missed payments for 2 months, leading to the closure of my account and the loss of my number. I purchased two SIM cards to retrieve my old number, as it was not reassigned. The port department promised to reactivate my line, requesting a 24-hour wait to monitor the account. Upon my follow-up call, a different representative stated the number had been released, which is not the case.

I recently purchased a new phone after my old one got damaged and only worked intermittently to unlock. I bought the new phone last Friday and transferred my SIM card, but it didn't read it. On Monday, I visited the phone repair shop where I bought it, and they contacted Family Mobile, who informed me that I needed a new SIM card. I went to Walmart yesterday, but the first store was out of SIM cards. I then drove to another Walmart about 20 minutes away, where the only available SIM card came with a month of service and cost $45. The phone itself cost me $[redacted]. While at Walmart, I tried to clarify with an associate that I could still receive the month of service I had recently paid for, but there seemed to be a misunderstanding. When my old phone disconnected during the process, I encountered issues with my new phone and SIM card, leaving me without a working phone when I need it for my daily job duties as a general manager.

I purchased my phone from Walmart and had to engage with T-Mobile for a month due to it being a T-Mobile phone with a T-Mobile number. After waiting for a month, I visited T-Mobile to settle my phone bill. I then inquired about unlocking my phone and number for easier transfer to Straight Talk, which I believe is a superior cellphone network service provider. While T-Mobile confirmed that my phone was unlocked, my phone still shows as locked in the "Device Unlock App." I urgently need my phone to be permanently unlocked as I have been dealing with this issue for over a week when it should have been resolved within a day. I am happy to provide a picture if needed.