Family Mobile Customer Service Issues

My phone got disconnected while on autopay, which has been an ongoing issue month after month. I visited iMobile to purchase T-Mobile phones and plans to transfer our phone numbers to a new plan since the service was turned off on Walmart Family Mobile. I ended up having to pay $27.75 twice for both my phone and my husband's phone. We wanted our phone numbers transferred to T-Mobile, but despite paying $55.50 for the service, our phones are still disconnected. I am extremely dissatisfied and disappointed with Walmart Family Mobile as they never fixed the problem. I am requesting a refund for the $55.50 I paid on 3/18/[redacted]. The disconnected phone numbers are [redacted] and [redacted]. - Mary Moreno

I am attempting to switch my phone number from Walmart Family Mobile to Mint Mobile. However, each time I input my details, I receive an error stating that my account number is incorrect. Despite getting confirmation from Walmart regarding my account number, as well as assistance from Mint in initiating the transfer, the process has been unsuccessful. Mint has gone as far as contacting Walmart to resolve the issue, but to no avail. There was even an instance where Walmart hung up on Mint during the call. I am eager to switch providers while retaining my current phone number. My Walmart Family Mobile account remains active, and I have been assigned a temporary number by Mint Mobile. Walmart's reluctance to disclose the actual account number is proving to be a hurdle, as they only confirm if the number provided is correct without revealing the actual account number even after verification.

Hello, I am Penny Holloway. I consistently face issues every month with my phone service provider. I need to have my Walmart discount removed, my bill adjusted, and my updated service plan reflected correctly for the past 5 months. I want to maintain my existing plan, phone number, and history. Another recurring problem is that despite efforts made behind the scenes, my account is constantly removed from auto-pay. This process is time-consuming and frustrating, as I have to repeatedly explain my situation, go through the billing process, and ensure my phone is functional. Thank you for your assistance. Penny

I have had the same phone number and account with Walmart FM for over 10 years. Recently, when I tried to activate my new phone, the customer service representative informed me that my number and account did not exist. I was required to create a new account, resulting in the loss of my phone number, employee discount, and potential issues with the other line tied to my original account. The disrespectful and unhelpful behavior of the representative made the situation even more frustrating. Moreover, I had paid for the next month of service for my original number a day before this incident, but due to being told it didn't exist, I had to pay for another month of service. I am seeking assistance to understand how this error occurred and how to restore my account to its previous state. Additionally, I believe I deserve a credit for the month of service paid for the line that was claimed to not exist.

My phone with the number [redacted], a Samsung A10e, was stolen. My name is Gary B., and I was issued a 5-day extension since my billing expired on the Walmart Family Mobile plan. I have obtained a new device through Metro T-Mobile and need the stolen Samsung A10e locked to protect my Google account and apps on the new device. I was born on 07.03.[redacted] and will not continue using Walmart Family Mobile due to security concerns. Unfortunately, I do not have the IMEI number for the stolen phone and urgently require it to be locked or all data erased. Let me know if you need any more details.

I have been trying for the past 2 days to activate my phone, purchased for $[redacted] at Walmart. After encountering issues activating it online with the code I received, I sought help at Walmart. Despite their attempt to reactivate the SIM card, my phone only worked for about 18 hours before cutting out. I have since spent lengthy hours trying to resolve this, but my phone is still not working. As a person with disabilities, this prolonged process is challenging for me. For any assistance, please contact me via email at xXx d a r i n [redacted] or on my TextNow number at [redacted]. Thank you for your help in advance.

I have been struggling to get my phone working for the past few days. Initially, I purchased a $30 code from Walmart, but after entering it into the computer, the call disconnected before my phone was activated. I attempted to activate online, only to find the card was already active, but my phone was still not working. After visiting two different Walmart locations to no avail, the second store managed to reactivate my phone by using their phone to reinsert my SIM card. Despite it working for 18 hours, it abruptly stopped. I have since spent numerous hours trying to resolve this issue due to health conditions that make it difficult for me to be without a phone. Please reach out to me at [redacted] or on my TextNow number at [redacted].

My phone is inactive unexpectedly, even though my bill is paid monthly through the government program EBB. I recently changed phones, and the service provider updated the service ending date despite me informing them about my program. They assured me everything would continue smoothly. When I urgently needed my phone, they deactivated my service. It wasn't an error on the government program's end. When I first joined the program, both the government and I paid for the first month because I added a service card later. I didn't complain, but it might be considered defrauding the government. Customer service didn't offer helpful options, and asking for a live representative resulted in being hung up on multiple times, which I found incredibly rude. Despite trying several times, I couldn't resolve the issue. I feel frustrated and disrespected as a long-time customer in good standing. Any advice on how to proceed in this situation would be appreciated.

I am experiencing frustration with Walmart Family Mobile. I have been a customer for many years with two lines and have always paid my bills on time. Recently, I have been unable to send or receive text messages. Despite numerous attempts to resolve the issue with their customer service representatives and visiting two different stores along with getting a new phone, the problem persists. While considering canceling my service, my husband's phone on the same account is working fine. I have checked to ensure no contacts are blocked. The error message indicates message blocking is active. I am hesitant to change my phone number unless it guarantees a solution. Any assistance would be greatly appreciated.

I have been a Walmart Family Mobile customer since March of [redacted]. I granted permission for automatic deduction from my bank account for monthly payments. However, on 08/25/22, when I called the technology department in the Philippines to upgrade my plan, I encountered "John" who was rude and unprofessional. After a 27-minute hold, I asked for a complaint department, but was told none existed and that "John" was the complaint supervisor. Despite objecting, he maliciously erased my account from Walmart's records, causing a premature disconnection. My account was paid up until September 3rd, [redacted]. I contacted customer service multiple times, speaking with Gabriel, Annie, and four others who verified my identity but could not resolve the issue caused by "John." Each representative apologized but could not help. "John" interfered with subsequent calls, instructing disconnections. I am owed a refund for unused service from August 25th to September 3rd due to "John's" actions. I plan to escalate this issue with the United States Federal Trade Commission and the United States Federal Communications Commission.

I'm Douglas. I've been struggling to get my number transferred to a new SIM card since I lost my phone four days ago. This process has been a nightmare. I feel like I've been mistreated, given excuses, and even hung up on. As a service-connected veteran, this treatment is not what I expected after serving. I need to escalate this matter and speak to a supervisor immediately.

Currently, Bill's payments for Family Mobile are set up on autopay using a credit card. The credit card company is discontinuing their service, so Bill needs to update Family Mobile with a new credit card for billing. Despite attempts, contacting Family Mobile has been unsuccessful, as the automated options do not provide a way to speak with a representative to make the change. This is the last month that Family Mobile will be able to process the payment with the current credit card. Although there was an attempt to update the credit card information online, it's uncertain if the change was successful. Assistance is needed to facilitate the update of the credit card information for Family Mobile's monthly billing. Thank you.

I have spent a total of 10 hours on the phone in the last 48 hours trying to resolve my phone issue with them. It seems to be a problem with my Family Mobile account. Despite being able to make/receive calls and use data, I cannot send or receive text messages. Restarting the phone has not helped. I even purchased a new phone with a different SIM card and changed numbers, but the issue remains. It may be related to the prepaid plan card linked to my Family Mobile account. I would appreciate it if this could be addressed promptly and resolved. Alternatively, I would like a refund for my two phones and the phone card. Thank you.

I am having issues with receiving text messages from certain senders while others come through. I have spent half the day with customer support trying to troubleshoot this problem. The texts I am not receiving are from individuals using Android phones on Tello or Boost Mobile networks, among others. Despite multiple attempts at troubleshooting over the phone, the issue remains unresolved. After being referred to a manager twice, one manager remained silent on the line for 12 minutes during our call, making communication difficult. When I inquired about the problem, the manager did not provide any helpful responses. I requested to speak with another representative or a tech support specialist, and the manager placed me on hold without further assistance. I am able to receive text messages from Android and iPhone users on Verizon and AT&T networks, leading me to believe the issue may be related to specific network connections.

I am experiencing issues with my phone service despite my bill being paid. I have already followed troubleshooting steps such as restarting my phone and reinserting the SIM card without success. I would like this problem resolved promptly or a refund for the months of service I have paid for without proper use. Thank you.

During November, I experienced severe issues with my mobile service, particularly with internet connectivity. Despite multiple attempts to resolve the problem with Tech Support, no solution was found. On December 2, [redacted], frustrated with the ongoing problems, I requested a refund for the faulty services experienced in November, including any additional data add-ons I had paid for. Although initially assured of a full refund, on December 3, [redacted], it was discovered that only one add-on refund had been processed. After speaking with a manager, a promise was made to issue the correct refund amount, approximately $[redacted], which was stated to have been immediately processed to my bank, but my bank had no record of the transaction. Following numerous discussions with both my bank and Walmart Family Mobile, I was eventually informed that a refund was not possible, despite previous assurances. Attempts to escalate the issue to a manager were unsuccessful, with customer service failing to provide satisfactory assistance. The language barrier and lack of effective communication further compounded my frustrations. Subsequently, after a disheartening experience, I have decided to take my business elsewhere.

I canceled my account in July [redacted], but it has not been deactivated. Monthly charges are still being applied even though I left the United States in July [redacted] and no longer have access to the phone or pin number. When I tried to verify my account with the last 4 digits of the phone number used, there was no match as the phone has been inactive for the past 5 months. Providing the last 4 digits of my credit card was not sufficient for your representative. I also offered the last 4 digits of phone numbers called between May and July [redacted], but this was not accepted. Customer service has been unhelpful, and as I no longer reside in the United States, I urgently request the cancellation of my account.

I am experiencing an issue with a SIM card I purchased from Walmart about 6 months ago. Two days ago, my phone started displaying a pop-up message stating that "process.androidphone" is not responding. This pop-up kept appearing repeatedly, and when I checked my phone settings, it showed that I was not connected, had no service, and at times, no SIM card was detected. The data services were also inconsistent - I could send text messages but couldn't access websites. Although the issue stopped last night, I am unsure if it will reoccur. Despite restarting my phone multiple times, the problem persisted. I believe I need a new SIM card. If I purchase a new SIM card kit from Walmart, will I need to buy a new plan to activate it, or can they transfer the service from my current plan? I hope to retain the service I recently paid for and not waste that money. Dealing with Family Mobile's customer support has been frustrating for me. I would appreciate any assistance.

I recently accepted an offer from the company for a new SIM card, as I've been a customer with them for 12 years with no issues. On 1/25/23, I was informed that the new SIM card would arrive on Monday. Since I have two lines, I was expecting two cards. Instead, I received a whole new phone on Monday, which turned out to be for my second line, rendering my old phone incompatible. I reached out regarding the missing second card, and after being reassured, I was told it would arrive by 2/3/23. When it didn't arrive, I called again on Saturday only to be asked to call back on Monday due to a system issue. On 2/7/23, after calling again, an employee changed my phone number multiple times, deducted [redacted] rewards points, altered my email address, and then disconnected the line. Despite my efforts to resolve the situation, I encountered unhelpful and arrogant employees who worsened the situation. I am currently on the third day without service, and my phone number is lost. The level of incompetence displayed is shocking, and I am baffled by how this company continues to operate in such a manner.

I am reporting an incident where someone called the company regarding my personal cell phone, falsely claiming it was not 4G LTE capable. As a result, my phone services were disabled, even though it meets the required specifications. Please restore my calling and text services promptly as I rely on my phone for communication. You can contact me at [redacted]. Thank you, Chantal. I seek confirmation that my request has been received. Additionally, please reach out to me directly on the mentioned cell phone number due to concerns of electronic stalking and identity theft.