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Reviewed Oct. 11, 2017
Every month my bill is different. They add $10.00 on my bill or they change my plan and told me I would have to call before my renewal and let them know what plan I want. My calls start dropping, I cannot get no help. They act as they do not understand them on two of the phone number. They do not have no history on them, so I do not know what is going on. So I would be paying $80.00 for 1GB for one phone with a Family Mobile service and it’s suppose to be 3 numbers (line) on 1 account for $67.00 that is with the $5.00 discount for additional line with better service. And I suppose they got the same service because when I call the call drop or they was just holding the phone.
Reviewed Oct. 7, 2017
The recent switch from T-Mobile to TracFone has my calls always dropping. Constant bad connections. Repeated bad connections and very poor data speeds. I will be switching to another carrier and I suggest you save yourselves the headache.
Reviewed Oct. 7, 2017
Wish I could give "0" stars, but that's not an option. I'm not one to write reviews, but my frustration limit has been reached. I was very happy with Walmart Family Mobile for several years, sharing a multi-line discount with my son. It was a good value and reliable service for me. Since the takeover/buyout or whatever by TracFone, I totally agree with all the other unhappy people here. The worst customer service. Long hold times. Agents who may speak English, but do not understand the language. That has become quite obvious. Assurances that your issue has been resolved, and yet it starts up again the next month. About 5 months now of long, long hold times, "Oh, yes, it's resolved now" just to satisfy you, get you off the phone and it really isn't.
My son has been transferred and put on hold for hours on end. My son and I used to have ONE BILL, on the SAME DAY. Reflected the discount. No problems, no need to contact anyone in customer service. Now, for some reason, he keeps getting deactivated each month, one day after my service is paid. And, not being a data user, I use 1 GB, and keep getting bumped up to a higher priced 3GB plan automatically. They have changed it back on the phone, and it still reverts. I have changed it back online, and same thing.
My understanding is that the bill for prepaid was to be cheaper than postpaid, yet my bill varies every month for no reason! Their customer service wears you down with the incredibly long hold times. They probably figure I won't wait an hour or two to resolve a $10 error x how many customers? Seems like they are making a lot of money on errors, hoping people just ignore them. So sad to see this once-good-value go downhill so drastically, and to top it off, the quality of the calls as well. Not the same at all.
Reviewed Oct. 5, 2017
Everything was fine before TracFone took over. Since then, I've gotten nothing but extremely rude customer service people, "supervisors" who know even less than their employees do, extension denials, and general disrespect. Now they have cut my data down to 2G, which is worthless to me. Oh, my display screen says 4GLTE alright, but I only have a 2G connection. It's called throttling, and it's WORTHLESS to me. It wouldn't be so bad if they hadn't throttled it five minutes after I paid for another month of "truly unlimited" data. Now I can't even adjust to the lack of data. I am highly heated and extremely disgusted with this company. Tracfone really ruined a good service. I'll be leaving as soon as possible. I'd advise other people to stay away from this provider. You won't get your money back because they have no integrity. You can get a voice plan and 2G service from anybody, and you might even get good customer service with that!
Reviewed Sept. 26, 2017
Readiness sells under different names inc. Family Mobile. Never make payments with credit card or debit card. You cancel your service they will charge you another month and say no refunds. I spent over 90 min on phone and was not going to hang up. I cancelled again and took pic of conversation. Told the guy start running if they charge me again.
Reviewed Sept. 25, 2017
I have had Walmart Family Mobile service for years, then they changed to TracFone from T-Mobile and the service is not good. I decided to change carriers as I was not in a contract with Walmart Family Mobile. I had just purchased a phone in July from Walmart because my phone I had with them was over 2 years old and kept going dead. When I went to T-Mobile they finally got my phone numbers ported over and we then need them to unlock my phone so I could use it with T-Mobile. I purchased this phone outright, did not make payments on it and always paid my bill. Walmart Family Mobile (TracFone) would not unlock my phone because I had just purchased it in July even though I had their service for years and did not owe them anything on the phone. I had to purchase another phone with T-Mobile.
When I purchased the new telephone in July, I purchased it online with Walmart but Family mobile but they could not get it activated, I had to have them refund the phone and actually purchase a phone in the store. I worked for over 2 hours each day for 2 days to activate the phone and it would not active and Trac-fone was no help. I actually went to the Walmart store and was there for 4 hours till we finally got a phone activated. I also had a hard time trying to get in my account every month after the change and it would take me 30 minutes or longer to get in, they would say my password was not valid so I would have them send me an email and it still would not work with the password they would give me. SO I loved them when they had T-Mobile as their carrier but am VERY DISAPPOINTED since TracFone took over. There was never a contract with them of any kind!
Reviewed Sept. 24, 2017
On September 24th 2017 at approximately 1:36 p.m. I contact Family Mobile customer service because one of my phones have been so I contacted them to get the phone. I was asking the gentleman on the phone if after the phone will be terminated would I be able to lock the phone where they can't get into the phone and get any of my account information for my card because it's anything like that. The representative then became very rude telling me how they couldn't get back into the phone even if they switch the SIM card coz it wouldn't work and I was like, "Well I just put my SIM card in a different phone a couple weeks ago and it works just fine."
And then he got very rude with me and started shouting at me. He put me on hold for about 3 minutes and then his self gets back on the phone acting like he's somebody else and what I said to him, "You're not fooling anybody. Put me in touch with supervisor." This is the same person I just talked to. He told me I was stupid and hung up on me.
Reviewed Sept. 19, 2017
First of all anyone who thinks about going with Walmart Family Mobile DON'T!!! Ever since they switch to TracFone they've become heartless and uncompassionate!!! My family and I are in the process of cleaning up the mess that hurricane Harvey had left behind and is unable to take care of our phone bill until this coming Saturday. I called customer service to see if I can get some sort of extension so that our phones would not be cut off and was told there was nothing they can do about it. I can't even pay a partial payment to keep at least one line on... I am sadden that a company like this which makes millions of dollars do not have the simple human compassion to understand what we are going through!
All of my other utility company gave us the extension we needed to concentrate on cleaning up our lives after the wake of a major natural disaster. I can understand if this was due to neglect on my end or simply can't afford our payments but this isn't the case. Every little bit of money we have is going towards rebuilding our house and vehicles that was destroyed during the storm! And all I asked was to have a few days (not weeks not months) to get the money together to pay for this bill but was denied by not one but two supervisors! This tells me that they do not care about their customers whatsoever!!!
I, along with thousands of Americans that are going through the cleanup process from Florida to here in Texas are spending every cent we have on rebuilding our lives and are only asking for some extra time to get our bills paid should not have to endure this kind of treatment from a multi-million dollar company! Especially from a company that we have been loyal with for more than 2 years... when Walmart Family Mobile was still Family Mobile their services were awesome. They helped when they can.
Since they switch over to TracFone all that went out the door! They no longer care if you need more time to pay whether it's due to hardship like what I'm going through or because you're in between jobs... whatever the case is they just don't care! I will be looking forward to the day that I can take my services elsewhere and I strongly recommend anyone who is thinking about getting service through this company DON'T!! You're better off going somewhere else! Save yourself the heartache and stress of dealing with such a heartless, uncompassionate, greedy company!
Reviewed Sept. 19, 2017
I have a ZTE ZMax Pro that I purchased through Walmart Family Mobile. Recently the headset earpiece stopped working, so I called customer service to see about getting it replaced because it was still under the manufacturer's warranty period. The first time I called I got a run around saying my phone was on the BYOP program... it isn't. I purchased my phone at Walmart through Walmart Family Mobile... I even had Walmart employees assist in getting it activated.
Long story short customer service told me to go back to Walmart and have them replace it or call customer service for me. I did that and after an hour of constantly getting put on hold I get told that somehow the system shows my phone got dropped so there was nothing they could do. I went home and called the ZTE customer service line and with their help I was able to confirm that it is indeed a Walmart Family Mobile phone. So I called them back again. Now I'm told that there is an error in their computer system and there is nothing they can do to help me. While this phone plan is cheaper than most it does me no good when the phone doesn't work. My advice to anyone looking at Walmart Family Mobile... don't do it. You would be better off paying a company like Verizon or AT&T, or even Straight Talk for their prepaid plans. All I've had is headaches with Walmart's service.
Reviewed Sept. 17, 2017
If the phrases "Let the buyer beware" and "You get what you pay for" ever applied, they apply to the New Walmart Family Mobile! I have been on their plans for years and was always pleased. Since TracFone took over it has been one fiasco after another. In addition to a degradation of call and connection quality, their customer service has become a horror show. Customer service rarely seems to understand what the problem is and on that chance occasion when they do comprehend what you're telling them... they almost never know what to do about it. When you call them be prepared for the voice prompt maze, long wait times, representatives that seem to be speaking a different language, and frequently being hung up on. If cheap is what you want, this is as cheap as it gets. But don't kid yourself, you're going to get what you've paid for here.
Reviewed Sept. 17, 2017
I purchased 2 monthly plans from Walmart internet with SIM cards. Long time T-Mobile customer and happy with T-Mobile service but not happy with cost. This Walmart plan promised same service as T-Mobile direct using T-Mobile as their carrier. The service didn't work; the first SIM card used constantly showed "Network Service Unavailable (this never happened in over 5 years with T-Mobile direct)" and text messages would come out garbled with no attachments, and the second SIM would not activate the second phone at all. After 4 days of this nonsense we went back and reopened the T-Mobile direct accounts.
That's when the nonsense started; Walmart said no refunds even though this product is sold as a WALMART labelled service, VISA said we had to reactivate and have a third party confirm problems, and My Family ran me through literally hours of phone calls constantly asking for another piece of info not readily available requiring a follow up call after locating. Finally they said corporate policy "NO Refunds" even though they have a Refund Department. My Family will not even provide access to email... All contact only by phone with an automated system that takes 10 minutes to get to a person... Now I know why they don't list an email address. It appears that their aim is to get your money on a service that doesn't work. Lost $60 trying to save some money; immense aggravation. BUYER BEWARE!
Reviewed Sept. 16, 2017
I was deceived by a customer service rep and was told I would not have to wait for service due date to upgrade my service plan. After purchasing Truly Unlimited plan and noticed that it wasn't active I called and was told differently and that I WOULD have to wait till service due date to upgrade service plan. It was a waste of time and money...
Reviewed Sept. 10, 2017
They have the WORST service. I have been a loyal customer for 15 years. Always paid my services on time. Sometimes 2 months in advance. Since they are no longer powered by T-Mobile they have been a total nightmare. All I want is my and my daughter's NEW phones unlocked so we can go with a new service provider. They refused. Plus I paid both phones in August for the month of August and September. NEVER GOT CREDIT. They shut both phones OFF even though I showed where I paid both phones in August for both months both phones. They DON'T deserve even 1 star.
Reviewed Sept. 8, 2017
I have been with WF-mobile for a number of years. Had good service in the store until someone re-booted the phone and lost all my French vacation pictures because he didn't remove the memory card. Since then, it has been all downhill. They didn't know how to install my e-mail after spending hours of my time. When the microphone failed on my phone, I bought a ZTE to replace it and it was nothing but trouble. Associate said the SIM card was the same size; it was not, so I had to enter all my contacts manually. They are not training their workers to use the technology they are selling. I closed my account and they only refunded 2/3 of what they owed me. I won't go back.
Reviewed Sept. 4, 2017
I have a serious problem with the service. I didn't have any problems until I went to visit my parents 3 1/2 hours away but in the same state. I notice that when I reached outside my area code my phone had no service at all. Thinking that it was roaming because I went thru trees, and little towns. But when I get to my parents which is a big city. My phone still didn't work. I called technical support. And she told me since I wasn't in the area code where my billing address was. It wasn't going to work. She insisted that I changed my number to the zip code I was in and change it back when I go back home. That's crazy. The reason why I left ATT was because I work for Walmart and it give you a pretty good discount. But the discount isn't worth it if I left my city. It's a waste of money. I am going back to ATT.
Reviewed Aug. 27, 2017
Have had Walmart Family Mobile for over 3 years, and just this month without my permission, my account was changed from pay monthly to auto pay and an amount almost 2 times usual monthly amount was debited to my account. It took 3 calls and over an hour to get someone to verify I would get a refund in 3-5 days. Should have never happened without my authorization, sure hope this is not something Walmart is trying to change when it comes to customers paying for their service.
Reviewed Aug. 27, 2017
Received the phone, never worked correctly. Spent $100 on the phone and then another $50 for new battery and installation. This is unacceptable, factory refurbished indicates it will work out of the box. I will never order from them for any item again. Substandard equipment and lies on the website. Very disappointed.
Reviewed Aug. 25, 2017
There is no 4G support, coverage is terrible, and when I try to pay online and click the "submit payment" button it brings up a text that says make sure all required fields are filled out. I have filled out every field on the page and it still gives me that text and won't submit my payment. I will not continue service with a company that can't even get their website right. I am moving to Verizon.
Reviewed Aug. 23, 2017
I have been with Walmart Family Mobile for 5+ years, and was very happy with their coverage and service until recently. I dropped them today in favor of T-Mobile one after they couldn't get my account corrected. I was being charged $40 per month extra for a line that had no number associated with it. When data plans became less favorable a few months ago, that was the beginning of it. Now my three most recent calls to customer service have left me dissatisfied. I would not use Walmart Family Mobile if I were you.
Reviewed Aug. 19, 2017
My experience has been the same as most reviews on here. Service with Family Mobile was really good, a few problems every now and then. After 4 years the last 3 months have been the worst since the switch to TracFone. Slow service, dropped calls, freezing up. No notice that they were switching service and the first month of service billed on 20th and believe you me if you are late you are tough out of luck, they will turn you off. We are on fixed income and get check on 3rd of month. Family Mobile always worked with you to hold off till that day, not these people. They tell you to pay or it will be shut off that day and get it turned back on when you get paid. Customer Service is really hard to understand and they keep telling you the same thing if you have a problem, there is nothing wrong on their end.
But the kicker is when I called to ask about the slow service again and they said they had just talked to me the day before and I had made a payment and service would return to faster speed on the 20th. I had not paid or authorized anyone to take out of my bank account, it was not the 20th yet. They keep telling me that I had called and made a payment. They had taken money out of my account without my authorization. I assume that they had my card number on file where I pay each month. Never authorized them to do so. The amount they took out was $38.00 and my bill was for $84.00.
They said I had a credit from Family Mobile and they took that off. They said my service was good till Sept. 20th. I asked, "Are you sure?" Told them to cancel my card and not to take out again. Ok so I thought all was well and then receive an email today that my bill is due on 20th. Call them back and after 10 minutes waiting and lots of talking with someone in background they say my service is good till Sept. 20th again. I guess only time will tell. My daughter has already moved her service to another provider and I guess we will be next. This is too much trouble each month and the service is not that good anymore.
Reviewed Aug. 19, 2017
I had Walmart Family Mobile over 2 years, recently they switched carriers from T-Mobile to TracFone, last 2 months phone will not receive many calls. Goes to voice mail, can't call many times, line just stops, calls disconnect, customer service can't understand language many times, they tell me they use TracFone towers now and it's the best it will be. I feel Walmart did this on purpose to disband service soon. Speaking with my attorney.
Reviewed Aug. 11, 2017
When reviewing the family mobile service coverage map online, I should not have any coverage issues, as it shows coverage in the areas that often go. However, I cannot get coverage is AR or even 10 miles away from my home. It is so frustrating and customer service is terrible and extremely unable to help or understand or care about me the customer and my problem. It cost less, however I have the highest costing plan and continue to have these issues. Got to change carriers.
Reviewed Aug. 11, 2017
I have been with Walmart Family Mobile for just about the time they started and up till about 3 or 4 months ago I have been happy with them but, the call service has been getting bad, more and more just no service at all but T-Mobile shows I should have great service. I called their customer service line about 5 or 6 times, they sound like they are out of China or someplace like that, I could not understand most of what they was saying and they never could get things right, they just would say everything is working fine on their side. I had the Wal-Mart people work on and they said more and more people are dropping their service. The way to fix this is to change companies or not to go with them to start with.
Reviewed Aug. 5, 2017
I've been with family mobile over 10 years. I called them yesterday never had a problem calling and asking for an extension for a few days and never had a problem getting it until yesterday. They tell me they have changed policy. And no long give out extension. They changed to a new company or something the guy said. But shouldn't the customers know about the changes before just cutting off their phone service. So to tell the less I'm looking for a new carrier. Cause I was really mad about all of this. Since I've been with them that long and it's a problem now that's is some crazy stuff. So thanks for nothing family mobile. I will not recommend this company to anyone again.Thanks for not making your customer happy.
Reviewed Aug. 2, 2017
Absolutely the worst service. First they said they would unlock my phone, but they did not. Then they expired a SIM card without my knowledge and had to send another one. They sent a SIM card for the wrong phone. Talking to them is like talking to a second grader. Evidently, they do not care that their service is so bad.
Reviewed Aug. 1, 2017
The middle of June my cell service dropped, it was due the 22nd and I couldn't make calls, send texts or access the internet, paid the bill on the 22nd. They notified me at Walmart that they had switched their systems and there was a new way I had to pay the bill, which ok more time consuming but who cares as long as it got paid... Well I still had the same issues on the 4th of July I called customer service. After being on the phone for 2 hours they tell me I needed a new SIM card, went over my name and address 3 different times and a week later when I still hadn't received my new card I called back. Well they sent my card not only to the wrong house in a different town 300 miles away but sent it to someone with a complete different name, didn't even sound similar so I don't know where they got their info from... Anyways they then tell me I had to wait 1 more week for them to send out a new card or go buy a new one for $50 at Walmart.
I told them just send it to me. I was not going to pay for their mistake. Got my SIM card which they stated will fix the issue, they made me change my phone number. Gave it a couple days and still having the same issue. Call. They then tell me it's my phone, which I had just bought, giving them the benefit I took my phone to the shop. They took it completely apart in front of me and showed that there was absolutely nothing wrong with my phone, call them back and they say well you have reached your 3gb data for the month which is impossible because I can't use my phone. So I pay once again on the 22nd of July and still on the 23rd I have no service, called them back and they are showing that yes I paid it but all 3gb were used already, which once again impossible.
I get on their web page on my laptop, and try to log in to my account and it says the SIM card and phone number I've entered is incorrect, now have tried 3 different times and got the same results. Just got off the phone with them once again and I started pointing out all of the issues. They tell me they are going to transfer me and hang up on me. I called right back and no one is able to take my call now... My suggestion is NEVER use this company. They are fraud, take your money and refuse to give the service you pay for.
Reviewed July 31, 2017
We have been with either Straight Talk or Family Mobile for many years and have always been satisfied to the point that we recommended them to others often. In the last month our phone service has been a nightmare. I try to make a phone call and it says I have no service or need to connect to Wi-Fi to make it. I go to settings and set it to look for an available network and it tells me there aren't any. Great. Especially in an emergency. What if I'm out stranded somewhere with no network or open Wi-Fi (not secured)? Who needs to do that anytime with a phone unless you're in Timbuktu, especially the Wi-Fi requirement? And if I'm out somewhere and try to connect to GPS, etc. it asks me to also connect to a Wi-Fi. I've never had to do that. You get it through your 4G service. I try to send a text and I get this message that it is sending my text and won't send it until I am connected in some way.
I contacted customer service and told them the specifics. They asked me to get my phone out. They checked it and they said it shows working fine. I tell them, again, that this is a sporadic problem. They tell me to contact them again if it happens. I ask them what I'm supposed to do if I can't get through. They tell me to use another device. I then ask how I'm supposed to do that if I'm alone. They say they don't have an answer for that and can they give any more assistance. I tell them they never gave any assistance to begin with, so no. They don't seem to be concerned with the negative reviews all over the net recently. I WILL be looking for a different carrier. I'm not someone who is on my phone texting, getting on the net, etc. but I do expect reliability.
Reviewed July 26, 2017
Then I talked to the unlock department for about one hour with many people, (the last one was Ms. Lionela) and found out that they unlocked a wrong device that I activated the first time I came to family mobile but the phone broke and then I bought another one in Walmart, transferred the simcard and started to use it without being informed that I had to activate the new device. First of all, there was a lack of information when I changed my device because I didn't receive any messages telling me I had to activate it. They always send me messages about bill due, etc.
Second, there was a lack of communication when I called the customer service to unlock my phone, since I was not asked about IMEI number or anything else and I traveled innocently thinking my phone was unlocked and would not be without communication (if I had been informed before I had traveled I would have taken the necessary measures not to be without communication in a difficult place). If a phone doesn't exist because it was not activated how can they charge for it then? I emailed them many times and did not receive any response yet.
I am waiting for almost three weeks to use my phone and the only answer they emailed me back was" Walmart Family Mobile Powered by T-Mobile ("Family Mobile") is in receipt of your correspondence about your unlock device request". I am really disappointed and upset with Family mobile and hope you can help me with this issue because I am still traveling without a phone. I do not trust in family mobile anymore since it`s confusing and when you need it more it just gives you its back.
Reviewed July 20, 2017
I've had Walmart Family Mobile as a secondary phone for over a year with no problems until last month. The service was terminated because the bill was a couple of days late. I paid the bill and was still unable to make or receive calls or messages. I called to report the problem and they took me through the usual troubleshooting protocol with no results.
For two weeks I tried to have the issue resolved and for two weeks they kept switching me to different people who only had me do the same thing over and over again. Each time I asked to be sent to the next department they referred people to when these steps don't work, I was told they couldn't do that because each person has to have me do the same steps. I asked for a supervisor and was told they weren't allowed to connect me with one. I finally asked for a refund and stated I would acquire service elsewhere. A customer should not have to go through such a stressful process to be able to use a service they paid for.
Reviewed July 20, 2017
I've had service with Walmart Family Mobile for 3 years problem free. I pay my bill through autopay. Nevertheless, my service plan was disconnected for non-payment, and my bill doubled first in June, then again in July. I have one line, but was charged for two. Spent way too much time on the phone getting reconnected. I had difficulty understanding the heavily accented off-shore customer service rep. Goodbye T-Mobile, hello TracFone. What a lousy deal for consumers. Stay away from Walmart Family Mobile. I'm shopping for a new provider. How sad!
Reviewed July 18, 2017
I have had my phone with Walmart Family Mobile for a few years. At times it was slow but never gave me much of a problem. I had an LG Stylo and loved my phone and had no issues. Then T-Mobile decided to hand over Walmart Family Mobile to TracFone. When I gave my phone to my relative and bought a Stylo 3 I had no idea the trouble this would bring. Text messages took over 3 minutes to send. My phone number disappeared. I reset the phone then returned the phone for another with the same text problems. I used Facebook Messenger as my text messaging service for a bit with no issues and now I cannot text at all!! I am beyond fed UP with this. I am dumping Walmart Family Mobile and thank heavens I still have time to return the phone and use the credit towards a new phone and a new plan! TracFone sucks! Stay away from anything TracFone!
Reviewed July 17, 2017
We've been with them for years now, but recently they've switched over or merged with someone else. Their data plans suck. I don't understand how they changed our plans without informing us. I only found this out because I called because our phones would lag while watching videos or searching the net. I never had any issues, so I only would call to pay phone bills. Now, I'm told that we can't change plans or add more data until our due date. Which sucks because we have to wait until the ninth. They need to offer unlimited data plans.
Reviewed July 15, 2017
I have had the worst experience ever with a phone company. I've been a customer for 2 years, but since whatever merger happened, I'm ready to jump ship. My telephone service has been INCORRECTLY disconnected twice since June 2017. I've called customer service, who I can barely understand, and they're misinformed and completely useless. I have a CREDIT that should be applied, so I PAID the difference, AHEAD of time like usual, but somehow my line was DISCONNECTED. I called CS, and somehow my CREDIT is “MISLACED", (whatever that means) but HOW?
Then, I spoke with Roy, a CS manager, he states that I'll receive a FREE month of service (waive my July payment) because of the error. He assures me, after questioning the validity of his statement for several minutes, that my account will not terminate as of July 14, 2017. AND that my payment will not be DUE until August 14, 2017. I have texts to prove it. But guess what, I went to place a call and my line is yet again, DISCONNECTED. I'm livid. I now have to wait until the morning, to spend needless minutes on a call with someone I can safely understand about the same issue. Thank God I have wifi so I'm able to write this review. I'm greatly disappointed, disgusted, disturbed, and dissatisfied with this new merger and service.
Reviewed July 14, 2017
Every month when I get my next payment alert, which is normally 20 days before the end date, my data turns off. I have been with Family Mobile for some years now. First Straight Talk and now Family Mobile. I cannot download any photos that I receive via text message. This is a inconvenience because pictures sent via text will expire if not downloaded. I have called several times regarding my data and why it's cut off 2 weeks before my bill is due. The service is cheap but no need to cheat us because of the price. I want my data, the unlimited I signed up for but have still waiting to receive. Come on Walmart. You are rich, just keep your end of the bargain and give me my data. 15 days of data is nothing when I pay for 30 days of data.
Reviewed July 12, 2017
I have had Walmart Family Mobile for 4 years. Never had one issue until TracFone took over. May 2017 tried to make a payment. They fought me on it. Then said there was a problem with their system. Was told would get the month of June free for my issue on all 4 lines. Called 4 times to verify this. All representatives all said the same thing. On June 15th all but two phones were shut off. Called back. Guess what. Yep I was threatened by customer service. They said they would shut the other two off for principal. In a nut shell hung up. Called back. Got the right person. Phones were back on. No money out of pocket. Wait there's more. July 2017 went to make payment. Now my bill should be about 156.00. They said nope 88.00. Will pay up all 4 lines till August 2017. I said "no that's not right." They assured me it was okay so I paid the amount.
July 10th got a text message. Two phone would be shut off. So I called. Was told to pay 4.95. To pay them till August 11th. So I did. Right after making the payment of 4.95 got a text phone will be shut off July 11th. Now mind you just got off the phone with them. Once again they assured me that meant it was the renewal date. That all was fine. July 12th two phones shut off. Now I'm hot. Call them "well yes we see you were told that but you were told wrong." Me: "not my problem." After 4 hours them admitting it was their fault had to pay another 24 dollars. So that was 3 transactions in one month to this company. Something needs to be done. I will be leaving them after this month. So consumers beware. Don't go to Walmart Family Mobile.
Reviewed July 11, 2017
For two years I've had Walmart Family Mobile (my first cell phone, smart phone). Moved from Fla. to cali. The techs were right on it. Getting my data up to par. The techs were always helpful and understanding. Now the techs from TracFone had me reset my phone. It took out all the info I needed to get Data faster than a snail. Now they're telling me I used all my Data. How can that be when I haven't been and still don't get Data? One time in the past two years I forgot to pay my bill, they either texted me or called me and gave me a reminder not. TracFone they changed my due date (a week earlier). I woke up to no service, no warning, even if they gave a warning I probably wouldn't understand them anyway. As soon as I find another company with live tech help that's where I'm going.
Reviewed July 8, 2017
I have had the Walmart T-Mobile Family plan for a few years with no major problems, except dropped calls and poor telephone customer service. However a couple of months ago I noticed changes in the billing and found there had been a merger or something with TracFone, it went downhill from there. June 30, 2017 I received the usual text reminder of the next bill due date, only now it says, "next renewal date" is 7/14/2017 and give the walmartfamily.com address and my account number. On July 6th my phone battery died very quickly and the phone shut off. I recharged it but when the phone came back up I had "Emergency Call" service only and could not make or receive phone calls.
I borrowed a phone to call customer service and after speaking to 3 people for an hour, they all said my phone number did not exist and the serial number from the phone did not show that it was an activated phone. How does a phone number suddenly not exist overnight. I purchased the phone LG7, 8 months ago from Walmart and a sim card and it was activated and have been using that phone ever since then. So how could it not be activated. They would not even look at the account number that I have with Walmart Family Mobile, and I suspect that all of that information and years of payment have been wiped out with the new merger to TracFone.
So I paid for a month of service and only had 5 1/2 days of phone use for the month of July, NO phone service and No refund because I don't exist anymore. It might not do any good but I am writing the corporate office and contacting the local news station consumer rights to see if they want to read some of these reviews and follow up. Here is the address to Tracfone and telephone number. Tracfone Wireless, Inc. ATTN: Executive Resolution Dept. 9700 N.W. 112th Ave. Miami, FL 33178. 305-640-2000.
Reviewed July 8, 2017
My wife and I do much business at the Walmart store on Highway 64 in Bartlett, TN. My wife and I have had mobile phone service through Walmart Family Mobile for about seven years and have had good service during that time. The prices were low, call quality was good and data speed and connections were okay. I decided to get a new phone since my old phone had stopped working properly when it came to connecting to the internet and data speed. I believe there was some sort of merger with Family Mobile and TracFone and I believe it cause a lot of people to purchase new phones.
On July 1st, 2017 I purchased an LG Fiesta for $99.00 and went back on today (July 7th) when I saw the phone for $59.99 at Best Buy. Walmart has a "price-match" policy and I went back to get the difference. What transpired at customer service over the next 45 minutes or so was a Walmart manager attempting to give me reason after reason why they could not honor the price-match: "It is not the same phone." I then showed her that the model I had and the Best Buy phone were the same phone. "It must be price-matched within 7 days." I showed her the receipt dated July 1st. "It has to be in stock." I showed her on my phone the Best Buy website showing multiple stores in Memphis with a number of phones ready for pickup "today" - in stock. "I need to call the store to make sure."
After fumbling with her mobile phone several minutes, she finally said to the counter person, "Go ahead and give him the difference." But wait. This was not the end of it. While still at customer service trying to complete the transaction I noticed that I could not connect to the internet even after trying several times. I said this and the customer service agent heard me say it. Nevertheless, I took my refund and left.
While in the parking lot in the vehicle something told me to try to make a call. I could not call out. The phone had been working since I bought it but something must have happened at customer service. I finally assumed that they deactivated it on purpose or by mistake. I decided to take the phone home and activate it online. I tried but it would not accept the SIM card number. I called tech support telling him the number I wanted ported to the phone. By the time he finished I checked making an outgoing call - good. Internet access - good.
After hanging up I found out that he had taken my wife's number and ported it to my phone. Now her phone is not working and she probably doesn't understand why. I called tech support back and explained what had happened. They said they needed the IMEI number from her phone in order to put the original number back on her phone and told me to call back when I had both phones so that they could fix everything at once. I called back when my wife came home from work and connected to tech support. Now, I consider myself a pretty easy going guy, but what happened over the next 40-50 minutes or so was a mild trip to hell. I spoke with one agent who stated that she was having some difficulties and finally stating that she had never seen our situation before and would have to escalate to a another department and agent.
After waiting on the phone possibly 20 minutes because of call volume in the higher department, I was finally able to speak with them. After checking this and that they concluded that I needed a new SIM card on my wife's phone because the SIM had been in use since 2010 and then she could get her number back. They said that they would send out a new SIM card in a few days. I told them that that was incorrect information because we had just purchased the LG k7 only several months ago. I don't believe the phone was around in 2010. They didn't want to hear this. They did not seem to care that she would be without a phone for "several" days. I then told them that their solution was unacceptable so I escalated to a manager. The manager finally came and asked me for some information about my new phone and finally concluded that my wife's phone needs a new SIM card and that the card was very old and will no longer work.
I told her it was working 90 minutes ago with no problem until they did something on their end. Nevertheless, I finally saw that this was a losing battle and told the manager never mind and hung up. I am currently looking for another provider and will cancel the one wrong-number, wrong-working Walmart Family Mobile phone when I do. I guess I will hold on to the other phone because it is not returnable being several months old. This is what actually happened and I really feel that we were black-balled at the store and by tech support because I used Walmart policy to save myself $40.00. I understand now that this Walmart is getting rid of "price-matching" effective July 17, 2017 according to an in-store sign. I wonder why.
Reviewed July 7, 2017
Family Mobile charged us for 3 lines for many months when we only had 2. Spent 2 hours on the phone with them and was assured this bill would have a credit. No credit on the bill. Have no trust in Family mobile.
Reviewed July 7, 2017
I paid my bill of 20.00 on May 30th 2017 at the Walmart Customer Service. I paid 41.00 which should have been 2 months of service. June 30th 2017 my phone was turned off for non payment. I have called Walmart and been in the store. I have called Family Mobile only to be told that I need to contact Walmart and it is not their problem. I am owed 20.00 or else my phone service back on but I can not get anywhere with either of these places. I refuse to ever pay either of these companies another penny until my money is found. Of course Family Mobile is no help since they are now TracFone. They suck and the customer service is rude and anytime a manager is requested the person who answers the phone says they are a manager. I am now reporting them to the BBB and the FCC and I will not stop until my money is returned.
Reviewed July 7, 2017
STAY AWAY FROM THESE PEOPLE! WORST CUSTOMER EXPERIENCE Ever!!! If you don't want to stay on hold for hours or get shuffled through 6 or 7 different people who have no idea what they're doing! Only wanted to activate a cell phone after 3 days of trying to talk to people who hardly understand English. Two trips back to the Wal-Mart to exchange a phone that probably didn't have anything wrong with it because the guy on the line got tired and just wanted rid of me. Caution with this company. BUYER Beware!
Reviewed July 5, 2017
I wish I could put a negative 1 star. These people are evil. Do not choose Walmart Family Mobile. They do not speak English. They cannot understand English to help you with your problems. The WiFi will switch to your 4G data completely on its own. Even if you stay in one location all day the carrier switches to your data and uses it all up. If I put my phone on WiFi I want it to stay on WiFi and save my data not have this terrible and sneaky phone carrier do that to me. As of May 2017 all calls that you have blocked for harassment or vulgar language. This Walmart Family Mobile non American owned company will and does have a right to unblock those calls. That's right. Unblock your calls you have blocked. Why? They say that it is not fair for the person calling and tormenting you. They have no concern for your happiness. You can only pay your bill to them and do not ask for any customer service of them.
I have a police report from threatening calls and Walmart Family Mobile. Said no they cannot block any numbers coming in on my line. The callers threatened to kill me, and rape me. They now call from a unknown number so I cannot continue to report them. If someone threatens your life and won’t stop calling you it will come up as unknown and Walmart Family Mobile will not tell you the number so that you can report them. They used to block up to 10 calls for free but now they will proudly tell you that it just isn't fair to block any numbers under any circumstance. They say their policies have changed because they have signed different contracts with foreign countries and they are no longer able to help you or prevent these bad threatening calls.
Choose American owned like Verizon. They may charge you more but it is 100% safer. My child's life has been threatened more than once just because they answer the phone and start crying because of threats. Just random foreign phone calls. The accent and language is exactly the same as the Walmart Family Mobile representatives. The threatening phone calls are from India and Muslims. I have had the police deal with the ones that they could trace and have filed from me. This cell phone carrier will tell you to download apps that take up space on your phone storage and put viruses on your phone and cause more calls to call you and yell and threaten you. They say download an app to block the bad calls to do what they should do because they say that they cannot step in the middle of the problem. You can pay them monthly for a bill but they are not in service with you.
They Walmart Family Mobile is under terms and contract with these foreign countries that are calling people and threatening you. The foreign callers are all in relation with these mean prank callers. Unfortunately the police will tell you for the safety of your family. If a cell phone carrier will not participate in your safety and happiness that it is up to you to leave the company and I agree. I really don't care how anyone feels about my review because I once liked this cell phone carrier. But when you tell them your life is being threatened on a daily basis and you keep hearing the p word, f word, and these people know your first and last name it’s a sad and angering life. Your phone company should work with you to stop this. I am safe and don't give out my email or fall for any spam, prank junk mail but, none of that matters if you are with Walmart Family Mobile because you are guaranteed to be hurt by the phone calls.
I am urging you to Google American owned and American located cell phone carriers where it is a requirement and the law for cell phone carriers to be regulated and to resolve terrible phone call matters quickly and take them seriously. And believe me that is a peace of mind that money cannot buy. Good luck. I hope I save many people from my family's hardship that was born and thrives from the existence. Walmart Family Mobile gives your name and phone number away to people who will call you and curse at you and threaten you. Goodbye Walmart Family Mobile and hello Verizon and all other American owned cell phone carriers. You’re welcome for the honesty. If you don't like my words then realize that I don't like a company like this that is out of control with these terrible calls and is proud and laughs about not stopping them from calling me or protects me.
Good riddance and God bless. Remember: Choose USA operated like T-Mobile US, MetroPCS using GCM, Verizon, AT&T, Sprint, T-Mobile, US Cellular Virgin Mobile USA provides prepaid wireless service using Sprint’s CDMA and 4G LTE network. Double check to make sure they are American owned because American owned means regulated and they have to follow laws.
Reviewed July 4, 2017
Horrible. I'm outraged at my last attempt to figure out what the hell is wrong with Family mobile service. I want my money back! Be warned everyone who is thinking about giving this company a try. DON'T! I FEEL LIKE I'VE BEEN RIPPED OFF! I want my money back. I have never in my life felt so stupid for staying with Family mobile. I think companies that take our hard earned money and don't or won't fulfill their contract obligations should be made to or refund one's money! Stealing is against the law and just wrong so I guess the joke is on all of us because they took all of our money and just like that not even three days and yeah I know I have been RIPPED OFF! Don't do it. They are going to rip you off too!
Reviewed July 3, 2017
I have been a Walmart family mobile customer for 2 years... loved them, great service, great data, no hidden fees $124 a month for 4 lines. On Mother's Day I received a new phone. I called customer service to have it activated. However after spending the entire day, I'm not kidding, I literally was on the phone being transferred and disconnected for 5 hours only to be told that they needed to open up a ticket and to call back in 24 hours. I called back the next day. Now I'm told that I need to purchases different SIM card because the one I have wasn't working so I did. To my local Walmart I went to purchase a new SIM card.
Returned home. Called customer service again to be told that the company is In transition to Tracfone??? Waited, transferred, and transferred again then told I needed to purchase a Tracfone. "Bring your own phone kit because of the switch." So off to Walmart I went and purchased a Tracfone byop SIM card, still didn't work.
Now I'm told my number is in transition and they were having trouble with my line and to please call back in 24 hours. The next day I call customer service and this gentleman chuckled when I told him that I had purchased a Tracfone SIM card, he said, "You have Family Mobile. Why would you purchase a Tracfone sim?" Back to Walmart purchased a FM SIM card again tried to activate, same problem but this time it gave me the option of just activating so I did and was given a temporary phone number until my number could be switched. Great now I have a working phone... 2 days later I attempted to transfer my number again... 2 hours and 3 representatives later my number is transferred finally.
Then my phones are disconnected 2 days later, so I attempted to pay the bill online but my number resulted in an error message, I was told to pay at your local Walmart, which I tried they didn't have access to the new system. Back on the phone with cs to be told that they have to create another ticket... my line was reinstated as a courtesy while the error was fixed.
On to the following month my service disconnected again, couldn't reach cs, tried the automated text which said my bill was $155.18, why I wonder because my bill has been $124 for 2 years, whatever at this point I'm just trying to pay for my service so I attempted to pay the bill but the system would not take payments as it was reporting 0 balance, called cs and was told the same thing that they cannot process the bill because it's reading $0 balance due. I informed them that the bill on my end said $155.18 but they still could not process it and they would not restore service and wanted me again to try back in 24 hours. Oh heck no Tracfone. At this point I'm DONE! I loved Walmart family mobiles service and efficiency but this merger/sale or whatever with Tracfone is the worst, I immediately switched over to T-Mobile service.
Reviewed July 2, 2017
After reading 500 + bad reviews I laughed. I have been with the provider for 2 years now with only 1 complaint. Their contact people are hard to understand so I usually pay my bill at an unbusy store. Now that Tracfone owns them I may switch though.
Reviewed June 30, 2017
Purchased the 6GB plan. Inserted the SIM card into a brand new phone and turned on the cellular data tracker. At exactly 4GB, my internet speed was drastically slowed to the point that web pages didn't load at all. I immediately called customer service to report this issue. Customer svc rep told me: "YOU slowed your data speed when you went over your limit." I asked what his records showed as far as my data usage being over the limit. He couldn't tell me. Because he said he didn't have access to those records. So I asked how he knew he went over my data limit in that case. He repeated the same: "You slowed your data speed..." I then informed him that my cellphone data tracker puts me at 4GB and I paid for 6GB, so why are they are slowing my data down? He had no response, so I asked to speak with a supervisor.
Supervisor was a liar and inept too. First he said he didn't have access to my data usage, then said I used EXACTLY 6GB and that's why my data is slowed. I questioned how it's possible that I used exactly 6GB. So then he said I used 6.2GB. Both reps were rude and totally clueless. Walmart was recently class action sued for this. Seems they didn't learn their lesson. Only do business with them if you want to be robbed.
Reviewed June 29, 2017
I spent an hour on the phone yesterday for 40 minutes yesterday to just put my mother's line onto my account. I was told to wait for the information to load every minute by the agent for 30 mins. I then wasn't (and am still unable to) able to change her data plan for her line via the site at all. Her line doesn't show up though I have 3 different service paid through dates now. IDK how that's even possible. I called and was on the line for another 30 minutes.
After all the time on the line to simply change her data plan, I was told to call back before the service renewal date. I asked but what do I have to do to just change her plan and they told me to call back again at another time. HOW IS THAT SERVICE AT ALL??? I then tried changing her password, it sent the email to change it via the call center person to my email for my phone. It only changed my account's password, not for her number several times and the password works on her account on confirm password pages but not on the main login page for the account. How is the possible at all either??? I then tried calling tonight and their site call center time said open for the time yet the phone line said they were closed 2 hours at least ahead of the online site hours stated. Plus the service has drastically downgraded the last few months. This is getting absurd anymore.
Reviewed June 28, 2017
Warning warning warning!! Do not buy or use Family Mobile. My phone will not get service unless I keep it on my wifi through Spectrum at home. I take it off wifi get emergency calls only!! Called customer service several times and same steps taken from different reps no change in service. I get voice mails that show up 4 days later after message left. Phone only rings 1/2 the time. Got to sit still and hold phone still or I go in and out and people can't hear me. Stuck with a locked phone will not unlock phone unless I stay with them 1 year. No way on disability and need reliable phone service. Family Mobile you just lost me as a customer. You can take this LG K7 phone/Service and shove it up your **!! The 1 star you got, your company deserves 0 stars!! Was required to give 1 star to post this.
Reviewed June 26, 2017
I have been a customer since 2012 and never had a problem. If I couldn't pay my bill until Friday and it came due on Tuesday for instance for as little as $1 I could extend my bill until Friday. This was fantastic until in May I forgot the date and realized it the next morning to find my phone was shut off, now they used to give you 2 days and a reminder text, apparently that went by the wayside when TracFone took over servicing them which I might add that they never informed customers was going to happen. So I paid my bill and service was restored. Ok no big deal you might think it was my fault after all. Then my husband's phone broke.
Well I had a service contract for the phone through Walmart but needed a date to get the receipt copy from them because I misplaced it so again I make a phone call to customer service to get a date that it was put into service since that would give me a starting point, this is when I found out that they were no longer part of the T-mobile network not when I paid my bill. They told me they couldn't help me because all information was purged when TracFone took over. They were so rude to me both times that I talked to them I decided to start shopping for a new carrier. Well switch I did and now I want to unlock my phones so I can use them with my new network, I mean the phone was in perfectly good condition and I paid for the whole thing upfront so why not use what I have instead of paying up to $800 for a new phone right.
Wrong -- 10 days have gone by and they still have not unlocked my phones and I call almost everyday. Twice I was given specific days that it would happen and still hasn't happened. They have hung up on me at least 4 times (no I did not lose service as I was on a landline). Most of them do not speak English very well and they must be required to use a headset that none of them no how to wear because you can never hear them very well. The sad part of all this is that until TracFone took over I used to laugh at others for paying so much for their phone bill and recommended them, gave them 5 star reviews to people, now the one star I am giving them is really too much.
Reviewed June 24, 2017
Somebody, please tell me how a phone number you've had for over 5 years with the same company just disappears a day after you pay the bill. First of all, I did not know that TracFone bought out Family Mobile. Long story short... lost my phone on the way home from work this morning. Went over to Walmart and purchased a Galaxy. Had problems with the phone saying the SIM card was not in the phone when actually it was. After a conversation with the customer service rep at Family Mobile/TracFone that got me nowhere, I took the phone back up to Walmart for them to try and make some sense of the situation. The Manager of the mobile center got on the phone with the customer service rep at Family Mobile/TracFone and we still got nowhere. The Manager of the mobile center in Walmart said, "Let's try a new phone", so she refunded that phone and I bought a new one.
The Manager of the Walmart mobile center then gets back on the phone with the rep. again for me and NOW the Family Mobile/TracFone rep says that the phone has not been scanned correctly in the system and isn't allowing it to transfer over the service. At this point, I get my money back for the phone and call it quits. I had literally been on and off the phone and back to the store trying to get this phone to work for hours. Now comes another problem. I had just paid the bill for the month the day before. I called Family Mobile/TracFone to get my money back for the services that I wasn't going to be able to use. Would you believe these people have no record of my phone number? Some guy tells me that he would need my serial number off of the phone I just lost, REALLY!!! I have another phone attached to the account that is still active so I was able to pull up the account and view it.
There is no payment history of any bills that were paid to include the bill I had paid the day before all this mess happened. I called customer service back and after what seemed like another hour of repeating my story of this ridiculous morning, this foreign speaking guy claiming to be a manager deliberately hangs up on me because I was asking him how am I supposed to come up with a serial number on a missing phone that was on my phone profile hours literally ago, and how did my phone number just disappear?
This company also messed me over on 3 days of service. My bill was always due on the 25th. They cut my phone off on the 22nd for non-payment. Also, they kept a whole month's fee for a service that I won't be using. I would urge anyone not to do business with Family Mobile. Even though TracFone has bought them, I believe they are still being called Family Mobile at this time. I will be filing a complaint with the BBB. I hope this post helps someone who is doing their homework before deciding on a mobile provider.
Reviewed June 23, 2017
Do not buy this phone for your child. It apparently is a ZTE 6.0 whatever that means and is incompatible with Google. Meaning your child cannot download any apps, games, or protect her with Google's Family Link. Not worth anything. Awful experience. Plus it's way too big at 4.5in. Highly dissatisfied. When I called to inquire through Walmart's support page they couldn't even give me an alternative way to access the play app or the internet. This phone beyond sucks.
Reviewed June 23, 2017
I had my Walmart Family Mobile number for 11 1/2 years. I used my phone all day on Monday. When I got up on Tuesday, my phone said "not in service"??? When I got home from work, I went online to our account, and my number no longer existed, just my husband's. When I called customer service on Wednesday, the 1st rep said they had no record AT ALL of my phone number! How can this be, I've had it for 11 1/2 years?!?! She said she couldn't help me. So fine transfer me to someone who CAN help me. Then she says she's the one that can help me. WHAT??? After 45 minutes of this run around I asked to speak to a supervisor, she said she was a supervisor, so I said I want to talk to someone higher up than her.
I did finally get a senior supervisor and I spend almost another 45 minutes getting the same run around from him. My number doesn't exist, the phone that I have had 11 1/2 years "is a new phone that's never been activated". He said he would have to send me a new SIM card and then I will have to call and activate my phone. The people at customer service have NO IDEA what customer service is and they couldn't have cared less about my situation. I have sent a 2 page letter to the TracFone resolution department, but I expect no reply. We will be getting a new carrier. If any of you know anyone who is thinking about get Family Mobile, tell them to RUN the other way! I STRONGLY DISCOURAGE ANYONE FROM GETTING FAMILY MOBILE!!!!
Reviewed June 22, 2017
I have been in Family Mobile for over two years no problem and then last month during their migration with TracFone it all went down hill and I cancelled my service. I tried call make payment and was told my account was locked up for to migration period and they could not take my payment and guaranteed me that my phone would not be shut off and I could make payment in three days. Well next day my phone was shut off and I could not get it turned back on because account still locked up. I had no phone for 18 days because their system would not unlock my account and be when I finish able make payment and get phone back on the system only recognized three lines and not the main line (mine) so I could not get my number turned on only my kids three lines and I had use one of theirs as my line now.
I never got noticed of next month bill and our lines were turned off and I went to pay bill and after 35 mins on phone lady said their system is down and I need call back in two hours. Well four hours later the system is up and I make payment and lady says thank you and hung up. I called back because my phone did not come on and they had no record of me making payment five minutes ago. I cancelled my account and now going to AT&T. Worst worst service ever at Family Mobile.
Reviewed June 22, 2017
My name is Beverly **. I paid my bill on last month and they couldn’t explain to me why my bill went from twenty one dollars to thirty something dollars. I explained to them I was on the lifeline program. They still didn’t tell me anything. It caused me to go in overdraft because I wasn’t planning on paying that amount. This month I called and asked for an extension and was told I couldn’t get one on my bill. I was told I could pay it then I told him if I could have paid it then I would but I’m laid off from my job and I could not pay. I never had a problem in paying my bill and I never had this done to me... Your customer service is the worst that I have experienced in my life. Now my phone is deactivated and I no longer want your services.
Reviewed June 20, 2017
I have used Family Mobile for two years. They have always been great and affordable. Once they switched from T-MOBILE to TracFone it is awful. I have intermittent service which cause lost calls, texts not being sent, and my battery to drain quickly due to it constantly looking for service. I live in a large city. This shouldn't happen! I will be ending my service as soon as this pay period is over. Do NOT use this service!! Waste of money!
Reviewed June 16, 2017
I've been a Walmart Family Mobile customer since July 2013. I've been paying $35 per month (less than $39 a month total) for years, due on the 5th of the month. Last month (May 2017), I signed up for autopay. On May 29th, I tried to log into my account and got a message to call customer service. I called and they reset my password - still couldn't login.
On June 1st, I was charged $44.65. Tried to log in with new password, still couldn't and called Walmart Family Mobile Customer Service again. They reset the password again and told me it might take a while to happen. On June 3rd, I tried again to login, got the same message, called and they reset my password again. While still on the line, I did a Google search and found another website from Google Family Mobile, tried to login and it let me in. The new website is operated by TracFone. I told Walmart Customer Service about the new website. Looking through the website, I found that it was very rudimentary and couldn't find my bill. On June 12th, I logged in again and found my bill breakdown under "Payment History".
It appears that my monthly rate had changed ($35 to $39.88) and my due date had been changed to the last day of the month (30th from the 5th). All of this occurred without notification. I filled out a 'feedback' form on the website and included my email address. I received a reply email with a different 800 number and a PIN for English (another PIN for Spanish). I called the 800 number and waited through the menu... Walmart Family Mobile was the #9 company listed. After speaking to a customer service representative, I was told that nothing could be done - my new rate was $39.88.
I have filed a complaint with the FTC. I would love to hear that someone is starting a class action suit against TracFone and Walmart for the way that my personal information and credit card information was 'sold' without notice to me as well as they have changed my monthly rate without notice and double charged me for 6 days. At this time I would NOT recommend purchasing ANY phone from Walmart as there is no telling who they might share/sell/trade personal information and/or credit card information with.
Reviewed June 15, 2017
On May 25, 2017, my phone started showing no service Emergency calls only. After many phone calls to WFM, I was finally notified that WFM was sold to TracFone. All my APN settings were wiped out and I was unable to Save them after spending at least an hour on the phone with them instructing me how to add them back. I decided, FORGET THIS! I can't continue to call them, they can't (or won't) fix it and I need a phone, so I set up an account with TMobile. Now Walmart is telling me it could take 2 weeks minimum to provide me with unlocking instructions so I can use my phone somewhere else. I paid cash for this phone and am even one month ahead on my bill because their auto pay system debited my account twice. I'm furious. If they will not unlock my phone, I will be forced to buy a new phone, but at least that will be the final end to the lousiest phone service, tech support and customer service I have ever had. Goodbye WFM!
Reviewed June 14, 2017
My renewal date always been the 15 of every month for the last 6 years... Last month I pay on the May 19 and it was an extra 20 fee for being 4 days late... Now this month my phone was cut off on June 12 before my renewal date which is June 15 and can't get in contact with customers service... This company ain't the same. I will never tell people to go to you all.
Reviewed June 14, 2017
I have had 3 lines with Walmart Family Mobile since the company started a cellphone service. Recently I began receiving text messages from the company stating I needed to renew my contract on June 13. This really confused me because I had never received anything like this before. When I called the company I spoke to "Mike" in the Philippines and he told me that in order for my phone to stay on I needed to pay $124.91 by the 13th or my phones would be disconnected. I am so disgusted with this company. We will NO LONGER BE CUSTOMERS WITH THIS HORRIBLE COMPANY AND WOULD NOT ADVISE ANY TO SUPPORT THEM.
Reviewed June 13, 2017
I switched to Sprint when I found out that Tmobile was going with Tracfone, which they did not tell their customers about. I went into Walmart to have them explain the messages I was getting about my renewal date, etc. I no longer had a contract with them to begin with. The Sprint rep explained the Tracfone change to me, which I confirmed on internet. He ported my number to Sprint, which in itself should have terminated me with Tmobile, they no longer own the number!
However, 5 days later I see an auto deduction from bank account from Tmobile, which is $5 more than I ever paid monthly. I called Tmobile; they didn't show I was discontinued with them; told me I CALLED IN and authorized a payment to them. NOT!! They didn't show me discontinued, etc. I told her over and over that I no longer have their service, I was using a new phone with my old number; that I discontinued service days ago. She had the nerve to tell me, "you expect me to buy that." I asked to speak to a supervisor, she said she was a supervisor. I proceeded to tell her how unprofessional she was in saying that to me. I told her if she still showed me as active to discontinue my account as of today.
Also, since they told me that the money they took was for the month of June, they owed me a refund. She said they do not owe me any money. I asked her "why?" She proceeded to put me in dead silence and never came back on the line, even after I held on for 20 minutes. There is no such thing as customer service any longer, anywhere, especially with this rip off company.
Reviewed June 12, 2017
My husband and I have been with Walmart Family Mobile since 2013. We have had what you would expect from Walmart/T-Mobile. We have had rough patches with service and financially and would call to get them straightened out with ease. We used to be able to make payment arrangements when we were financially strapped. We were able to pay half now and the other half at a later date. Well since the switch to Tracfone it all changed. They do not do arrangements anymore and on top of that they have now applied a "Renewal" date for cellphone service. Our bill was due on the 14th every month. Which was perfect because we would have had the money for the bill. All of a sudden it's due on the 11th. Which now causes us to go without service for 3 days. Service has been cutting out a lot and have been having trouble with internet.
On top of that, I found out that we are only allowed a certain amount of gigs of internet then they slow your internet. But my service is suppose to be unlimited. We weren't warned of any switch or of any changes to our account. All we kept getting was text messages telling us about exciting changes and a new and better website. I see neither in our case. Customer service was hard to understand and they changed our due date. Yes it's only by a couple of days, but a couple of days to us determines which pay check it's coming out of. With no real warning can mess up things that are planned. We are currently looking for another carrier.
Reviewed June 12, 2017
I've been a loyal WFM customer for several years and have recommended their service to many others. In the past couple of months WFM was bought out by TracFone and that's when all of my troubles started. Suddenly my reception is much worse, my phone was cut off due to non-payment even though my account has been on auto pay for many years and, unfortunately, we also signed on another phone at about the same time the change took place and haven't been able to use that phone for more than a couple of weeks because they said the service hadn't been renewed (even though it was supposed to be on automatic renewal).
I called customer service and they accomplished absolutely nothing in a very long amount of time. I've been unable to connect the two accounts online (also supposed to get a $5 discount with each line which we haven't gotten) because now I can't even get to my account online as no passwords work even though they sent me approximately 6-10 new ones. They were unable to resolve any issues and just kept asking me to call back in a few hours so they could update their computers. Even though I did that a couple of times, nothing was ever resolved and they asked me to call back again. I asked them to call me when they had it resolved and they said they don't do that and just kept repeating the same thing over and over.
I asked to speak with a supervisor and the rep said she was the supervisor (even though she had just told me she supposedly consulted with her supervisor earlier), then I asked to speak to the person above her and she said there wasn't anyone above her. I said "So you are the owner of the company?" and she said yes, she was. I asked for her name and she said it was Julie (which I seriously doubt was her real name since they were in India or somewhere) then asked for her last name and she said, "Why do you need my last name? I'm not giving you my last name." and hung up on me. I'm giving up on this company and canceling my service. But, if you like to pay for cell service you don't get and rude, incompetent customer service then this is your company! Wish that 0 stars was an option. Just wanted to give a warning to others out there.
Reviewed June 10, 2017
Had service for two years and it was not great, but it wasn't horrible. Sim card given was old and would not allow wifi calling from the get go, but I let this slide. For the last several months they have completely destroyed this service and I won't soon forget it when making purchases from Wally World again. Lost data service several months ago during a transition they were doing. Spent hours with several friendly but completely useless Indian tech reps. Had to manually enter the carrier information into the service provider area of settings to even get it to work at all. After all of this the service still runs like garbage (4g is equal to 2g on this network). Will not continue to use a service that provide poor to no service at all. Walmart Family Mobile now sucks. GOODBYE!
Reviewed June 9, 2017
They close customer service at 10 central time. I was on phone with tech support and he hung up on me. I bought a new phone from them to transfer my same number and my new phone won't work. I don't have a phone until tomorrow. The T-Mobile towers don't work. Go with a TracFone phone and plan. They use Verizon towers!
Reviewed June 7, 2017
My husband's phone has not been working for six weeks. They keep saying they are going send me SIM card, but his Sim card out his phone works in my phone, as his number. I have been calling them twice a week since this started. They still have resolved it. I still have not received the SIM card and every time I speak with I have to explain my situation to them. They are supposed to open until 12 am eastern standard but I have called them at 947 pm, 1010 pm, 11 pm and they had been closed. I have been given case or reference numbers and each time they connect it to my phone and not my husband. There is nothing wrong with my phone. Service has went since the merger or take over with TracFone.
Reviewed June 3, 2017
Our family lost complete service June 2, 2017. I can't text or call anyone to notify provider (Family Mobile or Tracfone) of issues and resolve. Can't log in on the myfamilymobile.com site, does not recognize anyone's phone number in family. Not so much "Family Mobile" anymore. What happened? Been a happy customer for over 7 years. Not now. We will probably change providers if problem is corrected by Monday.
Reviewed June 3, 2017
My primary issue is their technical support. They have long wait times, but they do offer the option to call you back in the same order as you were in the call queue. I asked Walmart Family Mobile to completely disable my voicemail since I use a 3rd party service. When they shifted their mobile over to TracFone they added back voicemail. I asked their tech support person to disable it again and they said they could not. During the phone call they said 3 times that they would "reset my voicemail". This conveyed to me that the representative was not listening to me at all. I asked that my problem be escalated, perhaps to their software engineering department. They refused. Worse service than ever. The representative was completely unconcerned with losing a 3 year customer.
Reviewed June 2, 2017
I have been a customer of 5 years with Walmart Family Mobile and tolerated their poor customer service and have for three weeks now I have attempted to transfer my phone number. I was hung up on by the representative in the lock out department twice. Customer service has lost the request and then has delayed my request for lockout now for 10 days. Customers are leaving this company in large numbers and will continue as long as they provide poor customer service.
Reviewed June 2, 2017
Being honest I liked the service at first but the phone I had with them dropped service. I tried over and over to keep service with them but time after time they kept giving me the runaround. They would put me on hold and ignore me while on the phone with me. They have poor service and full of **. I will never go back to them and hope everyone see them for the ripoff they are. I wouldn't recommend anyone to go to Family Mobile period.
Reviewed June 2, 2017
Since the "upgrading" of the website, I've started having issues with the call center. My phones work well and the price decreased on the plan, but I have been lied to by 5 reps. After I almost lost my life due to a blood clot, I was forced to go on disability, which means I get paid once a month. I had contacted Family Mobile to see about changing my due date to the 15th. I was told by 5 reps I would be able to once the website renovation was complete. I called earlier this week and a rep said he changed it. It took him over 15 minutes and put me on hold for long periods of time, but he assured me it was changed to the 15th.
I got a text today that my "renewal" date is tomorrow, the 3rd. I called and a rep advised me it was indeed the 3rd, nothing had been changed and nothing could be changed. I advised I would be canceling my 3 phone plan if I couldn't change the billing date. She apologized and again stated it couldn't be changed. I am very unhappy with the new My Family Mobile and will cancel my service.
Reviewed June 2, 2017
I disconnected my phones with Family Mobile in April. They sent me a bill due on 6/1. I called them to make the payment. They said they don't recognize the acct number or phone number. I told them "you sent me a bill and I wanna pay it off". They said they need the SIM card or the IMEI number. I no longer have the phone. I asked to talk to the supervisor then he told me the same thing the previous person told me. I thought I was paying Family Mobile but when I called it said TracFone. I don't trust them at all and can't even pay my bill OMG.
Reviewed May 31, 2017
that worked great till 4-29-2017. I paid it and called customer services & told them I did. They said they see they got the dollar and they was cutting us off if we didn't pay the rest of the amount. We are on fixed income and that did buy us a extension till the 1st when I got my check I paid the rest of the bill off.
We was cut off 4-30-2017. The rep didn't tell us about any new upgrades to their services, nothing like that. He said once we was cut off, we can't get it back on, and was very rude. So I talked to my wife, she said "Pay the bill just so you can give them a royal crapping out." I did, so we was looking at a different carrier. The way I look at it, is they lied about the services we signed for, and they took my money and cut us off. I look at that as a form of discrimination, saying to me our fixed income money is not any good to them. So they stole my dollar and lied to me, not a good sign.
We got a new carrier 3 weeks later and tried to have the phones switched over to them, it said the phone was locked. So 3 to 4 hours every day for a week I went back and forth with Walmart family mobile plan & t-mobile. I told them the unlock command didn't work. I talked to about 20 reps and I heard everything from "it's unlocked already" to "call the manufacturer and ask them for the unlock codes." We recently had a death in the family May 4th and we had services for her May 19th. Ok, during this time, our washer pretty much went out. Our stove went out a week later, and driving to the drug store our car died for some reason, and we are sick of payments on our furniture, almost done there, plus my isp is down to a half a megabyte per second with them. So we have our plate very much full at this time.
So that other carrier sent us sim cards and didn't work, so we ordered 2 new cell phones, from them. So the rep from the unlock dept kept telling me our family mobile plan has to be on for a yr before they unlock it. He kept saying contract, so I looked up a contract from the Walmart website and in the unlock paragraph at the bottom, it says in small letters, any carrier either T-mobile - AT&T - or Sprint has to offer the customer the option to have the phone unlocked the day of the activation.
I seen that and bookmarked it and called that disrespectful rep back up and told him Walmart didn't offer that option to us when we signed up for the cell phones!!! Then he asked me for my email address & gave me this long number I wrote down and said I will receive a email confirmation 24 to 48 hrs from that time. We been going to Walmart for a long time. I used to buy our 50LBS bag of dog food there every month. That is 600 LBS IN a yrs time. WE WILL NOT BUY ANY DOG FOOD, OR YARN, OR FURNACE FILTERS, CAR PARTS STUFF OR NOTHING THERE AGAIN!!! We did buy hundreds and hundreds of dollars of product there.
I don't have Facebook or MySpace accounts. If you don't like what Walmart has done, tell your friends and families about what happen to us, please. A friend told me "It's not what you know, it's what you can prove that wins the cases". I still have the text they took my dollar from both Walmart and my bank, & a text stating they reinstalled my services. That means they cut me off in other words. It's all in black and white and I can prove it, and I have the account # to boot!!! It's not so much T-mobile, it's Walmart. They stole from me. They cheated, and they lied to me on numerous accounts. They changed the rules in the middle of the ballgame so to speak. It's all a fact. Thank you for reading my complaint and take care and god bless you.
Reviewed May 30, 2017
Had service with Family Mobile for a while now and it's always been issues butnone as bad as this. I got a ZTE ZMax Pro 2 weeks ago, Family Mobile sent me a message telling me I need to update my phone. Well I clicked the link and my phone powered off. After that I have been having constant issues with my phone. It's saying emergency calls only and I have no bars. I called in several times to try to fix this issue but they are giving me the runarounds!! They are overseas and hardly speak English and have little to no customer service skills. I am beyond pissed and will be canceling all of my lines and advising my family to drop Family Mobile as well.
Reviewed May 29, 2017
Walmart Family Mobile was recently sold to Tracfone... I was never notified. I called them May 20 2017. I asked if I could make a payment arrangement for the next week, the lady on the phone informed me of the changes and that they were sold to Tracfone... ok no big deal. Then she starts explaining I didn't need to make a payment arrangement because they were giving us 2 months free because of the change and the payment I made in April was good until June 21, 2017. I thought "oh how wonderful was that..." Boy was I wrong. She told me too that if I gave her my debit card info they would not charge key until June 21, 2017 so I did... No problem.
Well May 28, 2017 two of my lines (I have 5 lines) were shut off so I called them. I was told that whoever told me that was lying... They tried to charge my card the day I called on the 20th of May. I told them I never authorized a payment to be taken out. That was for June payment. I told her "I know you record calls" and to "go pull up the call so you can see what I was told..." And it just so happens they can't find the call. I didn't have the money in my account to cover the bill so I was charged 29.00 from my bank for it being rejected. The only thing she could say was "well I don't know who you talked to but they are wrong..." She finally hung up on me when I kept asking for a supervisor, she kept saying she was a supervisor. I said "no you're not. Supervisors don't just answer the phones."
So I called back again 2 hours later nothing changed just kept saying the same thing. I was informed at the end of the conversation that now all my lines are off and I need to make a payment to have them back on. HELL NO. You can't charge my card without consent. THAT'S ILLEGAL. I will not give you another dime and I will be taking legal action against you. I have had them for almost 2 years. I have had minor issues with them but nothing like this... DON'T GET FAMILY MOBILE!!!
Reviewed May 29, 2017
I decided in March 2017 to switch to Walmart Family Mobile from T-Mobile thinking that it was backed by T-Mobile but now know they sold it to TRACFONE in April 2017. I was issued a phone number when I signed under Walmart Family Plan and decided to use it and not switch my old cell number yet as I wanted to see if I was going to keep said service. I decided on May 22nd to chat online to Walmart Family Plan to start that process. Well the chat was moving along I was told she had to deactivate number issued in order to transfer my old cell number over. I was fine until we went through all the steps and it wasn't until the end that the online rep told me I would be without cell service for 2 days while they mailed me a new SIM card. I was furious as this should have been disclosed in the start of the conversation as I use mine more for business.
Well I did not receive new SIM card until May 26th. I called numerous times always getting routed to Asia and the Philippines with a complete communication barrier. How can you resolve issues when their English is so broken??? I decided to go to local Walmart with new SIM card and the employee in Electronics called customer service and put new SIM card in and she was told by rep on phone that I needed to cut phone off for 30 minutes and cut back on so I left store. Well 30 minutes passed and guess what it did not work. Called from my work on Saturday May 27th to customer service once again routed to individuals I could not communicate with properly.
Sunday May 28th tried calling once again to customer service only to get a rep in Philippines. She asked for phone number. I said, "Which one?" and proceeded to explain with much frustration and the rep said, "Thanks for being so rude" (really) so I called her a **. Who does this? You chose to be in customer service and you don't call customers "RUDE". Granted I should have not called her what I did but I was already frustrated and this just added to my frustrations. This young lady hung up on me but oh it doesn't end there. She called me back on my sister's phone from 800-353-1842 and told me I was STUPID. Wow!!!
Needless to say my phone still is not working and I refuse to call Tracfone's customer service again. I can't even log into my account via internet of Walmart Family Plan because neither one of the cell numbers are recognized. This is truly a joke!!! DO NOT SWITCH TO WALMART FAMILY PLAN. It is not serviced by T-Mobile but by Tracfone and their customer service is a zero...
Reviewed May 29, 2017
I used the chat feature with Walmart Family Mobile/T-mobile/TracFone (or whoever they are now) to find out why I am suddenly "Unable to send message (Message Blocking is Active)". I have used my Family Mobile with this phone for over 2 years, but once the "tech" asked who the previous carrier was (Verizon), he determined that there is no way this type of phone would work with Family Mobile's SIM card and would not budge. When I asked him to explain how it is that I have used it this way for years he said "I can't explain" but referred me to an article about how it is impossible for the two technologies to work together and then time after time attempted to get rid of me.
I was so mad by the time I was done with him, I was shaking! I checked on the option to have a transcript of the chat sent to me, but have yet to receive it. Two chat sessions over two hours. No fix. One of the most obnoxious "techs" I have ever dealt with. P.S. When he asked for the umpteenth time if there was anything else he could help me with, I told him "Yes, get a real job."
Reviewed May 27, 2017
I have so many negative experiences with this company and never dealt with a customer service department that was this bad. Paid $44 for phone internet and they tell me I used up 5gb of data in 3 days. My phone's data controller says I've only used 125mb. I was on the phone for 3 hours with 5 different people, who all told me different things about my account and why my internet was so slow. I will never give another dollar to Wal-Mart for anything. This is one of the many many issues I've had with their phone service and customer interactions. If I could give them a negative star review I would. They are absolutely shameful.
Reviewed May 25, 2017
I have had the same lines with Walmart Family Mobile for years. The only problem I ever had was when a change took place (added or dropped a line, etc, which rarely happened). Other than that I have loved it. Until now. I have to assume other people are having the same issue lately. All of the sudden about a week ago my phone started to freak out and keeps switching from service... to no service and is telling me it will not connect to T-Mobile. I called WFM customer service, who told me my sim card was bad. Tell me WHY after all of these "changes" they recently made does my phone sim card all of the sudden "go bad". But it's crazy because I still have service. It just keeps switching service on and off. Now they are telling me I have to go buy another $25 sim card. I believe it's due to their "changes" and they just don't want to tell anyone. That's **.
Reviewed May 24, 2017
In my area Family Mobile has been great. The phone service is awesome and the 4g lte is as well, usually. For the past couple days we have had signal issues. I called customer service and ask if there were any known problems in my area. She began to start reading off here script in guessing and started telling me about plans and lines, not answering my question. When I asked if there were any signal issues in my area, she asked which line I was having problem with. I said all of them. She puts me on hold for 15 minutes. When she came back she said service is just bad in my area.?? I have been with them for a year, never had any problem. So she says I need to walk around to find open area. I told her I have never had this issue before. She says your phone is active just need to walk around to find signal.
I also called a couple of days ago to get help logging into new website. My original password, not the ones sent to me were working. So I'm on the phone with this guy over an hour. After all else failed he say "oh you're not able to log in because the website is not complete." He could have told me that as soon as I asked him if that were true. Family Mobile needs to better train their reps how to troubleshoot not just read a script of the screen. Very aggravating to have wasted 2 hours of my time talking to someone only knows as much as I do. Still don't know why my service is acting crazy and still can't log in to website. If I didn't like their phone service and plans I would have left.
Reviewed May 23, 2017
As usual if I could give this company -5 stars I would. The service in itself is below sub par constantly losing service in the most populated areas which makes little to no sense. This company is now owned by TracFone thus they have no access to any records regardless of how long you have been a customer. They charged my credit card twice in one month and I was told this money was put into "reserves" for the next month but I have yet to see this money being utilized as I am still charged every month.
The customer service people are extremely rude and refuse to transfer you to someone in a higher position. Coming from an assertive person prepared to be talked down to, screamed at, and hung up on. Their calling center is located in the Philippines and after spending numerous hours speaking to them none of their representatives speak correct English and are constantly retracting and rewording their statements and even then are not making any sense. I'd rather pay more with Verizon than deal with the headache that "Walmart Family Mobile" is.
Reviewed May 23, 2017
They suck! Worst phone company out there... reps don't even speak English. Was hung up on when they did not know the answer to my question! Tried to unlock my phone due to reps not fixing problems with my service to switch to different company. They told me no, they will not unlock it! WOULD NOT RECOMMEND!!!
Reviewed May 23, 2017
I've had multiple lines with Family Mobile for the past 5 yrs. The migrated services over to TracFone. The worst thing they could have done!!!! My phones haven't been working right, dropping in & out of service. Data is horrible now. They never told the customers about the migration!!! They also changed my phone # 2 times & sent a new sim card!!!! And it's still not working!!!! Now I'm looking for another wireless carrier. I'm so disappointed with Walmart's decision to push Family Mobile to TracFone. It was the worst thing they could have done!!!!
Reviewed May 20, 2017
My service has been really bad for a few months. I actually had no service for 3 days in this era. Always paid my bill on time. You get actually nowhere with customer service after straining to understand them for an hour. This past week or so, my keep saying Emergency calls only. My bill was paid. Once in awhile a call would come through instead of going straight to voicemail. On top of that, my phone was trying so hard to get a signal, that it would drain the battery twice a day. I couldn't take it anymore. Why am I paying for no service? I switched to Verizon. The bill is a bit higher, but Great service. Full bars everywhere so far. People can hear me now too. Internet is a lot faster also. What a difference. Actual phone service.
Reviewed May 19, 2017
Why are they all of a sudden changing things? I haven't had any real issues with Family Mobile till now. I wanted to go get a new nano SIM card activation kit to also change my phone number and other reasons and they said they no longer have them, that Family Mobile is switching over and they will no longer have SIM card for their phone. WTF. I just got my Stylo 2 Plus from my dad and now what's gonna happen?
I hope I don't have to buy a whole new phone. My dad went out of his way and bought me this phone for Xmas cause my Samsung Galaxy 5S I broke the LCD screen and it would cheaper to buy a new phone than to replace that one. He spent 250 on this phone. That's a lot. I didn't mean for him to spend that much but I like my phone. He even got himself one cause his was marked down. So I'm wondering what's going on with the SIM card and how, what and why Family Mobile is changing. If I don't find out here I'll write and tell you why when I find out through my father because he works at Walmart as supervisor and I called him to see so he gonna look into it.
Reviewed May 18, 2017
I had auto payments set up and my phone stopped working. I give a call in and I get a hold of someone decently fast, he however cannot take my payment and has to transfer me to someone else to take my payment. The problem though, is that someone else is being flooded with phone calls (wonder why?) and can't take my phone call. So I cannot pay my bill and I do not have a phone to use all because Family Mobile has jacked up their payment process.
Reviewed May 14, 2017
Started having issues with service. About 7 calls made to customer service, two calls I drove to Walmart and electronic associates made calls trying to solve issues, no internet service, with no resolution, and the first associate said CS rep was in a hurry to get off the phone. Another Walmart associate (Gabe) said my phone was old and I needed to buy a new one. Which aggravated me because I haven't had any problem for over 2 years. My last 3 phone calls I made to Walmart Family Mobile, the person claimed to be a manager when I asked to speak to one, because she wasnt able to solve my phone issue. I told her the very first Rep already gave me instructions and they didnt work. This manager hung up on me.
I called back and got another person who claimed to be a manager and after the same conversation and I asked to give me her boss or someone over her, because she was unable to solve my phone issues, this manager got quiet and wouldnt answer, she refused to speak. I had my husband call CS from another phone, Ingrid answered, my husband told her to get her manager or building manager, we explain we had someone on my phone holding, who claimed to be a manager and she's refusing to speak.
Ingrid did get someone claiming to be manager, who still went through the same scenario and gave us back to Ingrid and thats when we found out it was no longer T-Mobile, it's now TracFone and I asked if I was the only one having problems and Ingrid said "To be honest, lots of people are calling with trouble with their phones". We were never told TracFone bought Walmart T-Mobile. So thats the issue, the change of companies. We got notice in mail and text message saying changes were being made. Meanwhile I still can't text pics to anyone.
Reviewed May 14, 2017
May 14, 2017 after 12 noon today my Family Mobile phone service went out for both Coolpad Catalyst cell phones, Louisiana. I was able to contact live chat customer service which they told me my phone wasn't a Walmart Family Mobile phone, lol. I work at Walmart, I use the Walmart Family Mobile cellular phone service with my associate's benefits and discount service along with the new Walmart Family Mobile Coolpad Catalyst cell phone I just purchased three days ago. Huh. I was able to get the other cell phone service and called Walmart Family Mobile customer service and they too said my IMEI number for the Walmart Family Mobile cell phone was NOT a Walmart Family Mobile phone. Did I state that I am an associate at a Louisiana Walmart, that I use Walmart cellular service and that my new Walmart Family Mobile Coolpad Catalyst in its Blue Walmart box is a Walmart phone.
Walmart Family Mobile customer service reps were not able to explain how that it is possible for me to have a none Walmart Family Mobile phone sold in the Walmart store. Nor could they explain why my cellular service went out. I do know that Walmart Family Mobile will be pulling all their cell phones and SIM card Kits from the shelves as Recall.
Reviewed May 14, 2017
I am an Uber driver. I require GPS and my phone in order to work. I knew my phone bill was upcoming, but was surprised when I found, without warning, that one day after it was due I lost all phone and internet capacity. Without this, I can't work, and so can't earn money to pay my bill. Everyone I talked to at my family plan was most pleasant and sorry there was nothing they could do. Couldn't do anything, not budge an inch, a dollar, not in their control. So I have no phone, no way to work, no way to pay bill without borrowing from equally financially stretched friends. So thanks, Walmart, I'll be shopping and getting my phone service elsewhere. I know how strapped their owners are too.
Reviewed May 13, 2017
I have been with Walmart Family Mobile for over seven years and it's time to change companies. My monthly charge went down, but so did the plan and quality of service. DON'T GET THE WALMART FAMILY MOBILE CELL PHONE PROGRAMS. The service guarantees you're given is not what you get. My Family Mobile plan changed from unlimited data per phone, to 1 GB and I was given no other options. Since Walmart changed their plan to TracFone, it has been horrible and not worth the problems I've dealt with. Not only has my service gone completely downhill, their website now has major flaws. It does nothing but flash and I can't get into my account.
Upon trying to pay my bill online today, starting into the payment process everything stopped and charged a card I did not want to use. Because Walmart uses a Third World country for their Customer Service and they are given no power to reverse the transaction, I will be charged a $50.00 over limit fee. FYI: If you unfortunately do purchase Walmart's Family cell phone plan, never store your source of payment. Always enter it new each month. My bill is due on the eleventh of each month and by the twelfth my service has been shut off.
Of course, I then ended up having to call the Walmart's Customer Service in Guatemala. I always think afterwards, I should have taken a ** before calling these people for help. Walmart has always used cheap labor for their cell phone customer service and they get what they pay for. Third world countries can only say and do what is on their script notes. No one is qualified to really help with a problem.
I always end up having to go into a Walmart store to deal with my problem and a store manager ends up having to call a third world country, just as I had too. After a 30 to 45 minutes of being transferred around and placed on hold, they end up hanging up as frustrated as I was, totally agreeing with me. GET A UNITED STATES CUSTOMER SERVICE LOCATION, that can help with a support, billing and technical problems. Guatemala probably has great people, however you get what you pay for when trying to save money. STOP OUTSOURCING FOR CHEAP LABOR. Upgrade your online Family Mobile website to do what your Customer Service can't.
Reviewed May 12, 2017
I loved Walmart Family Service. But now they migrated to Tracfone. Tracfone aka Walmart family service tipped me 3 days of service and charged an additional 5.00. Walmart no longer owns their family mobile service. So buyer beware.
Reviewed May 11, 2017
Warning please do not go over to Family Mobile. I woke up this morning and tried to place a call and my call was transferred to customer service, where they told me rudely that I couldn't use my phone for 3 days because they were switching their service to track phone which I wasn't even informed or giving any notice at all. Plus I asked to speak to a supervisor and the rep hung up on me twice. The customer service is rude and very unprofessional. Also they don't speak good English so they have no compassion or a sense of urgency, it sounds like every response that they're reading from a script. I just paid my bill 3 days ago and now my phone is deactivated and I can't receive or make calls.
Reviewed May 10, 2017
No stars for this company. I was forced to add a star in order to publish this review. Shut Wal-Mart Family Mobile Down. This company is a rip off. They take your money quick, cannot provide the service and then refuse to refund you. They do not care. This company does not care about its customers. The "customer service" they provide is nonexistent. You call and explain the issue. Then they do not even acknowledge your complaint or apologize. The experience I've had is that they even go quiet and don't say much. Don't acknowledge your concern. Every one of them I called. They back out and don't seem to care. Woke up on a Friday morning... No cell phone connection - I could not even call them to ask them what was going on because my bill was paid so it was not relating to non-payment.
I had to go and inconvenience my neighbor by borrowing her phone to call them. Called them. They are aware of the issue and did not fix it. I had to call them. No apology. They were rude and unapologetic. I shut the service down. I called back to get my phone unlocked because I went to T-Mobile to get service through them but they said my phone was locked by Family Mobile. But Family Mobile kept saying the phone is not locked. Then they cannot find the IME number. They kept saying it is not their phone. I'm like... "It's not your phone? Who did I buy it from then? How is it that you COULD find the IME number to attached it to my account for service with you but now since I'm going to your competitor you cannot find the IME number... The phone is suddenly not your phone and you cannot help me?"
All this after being hung up on, mistreated and transferred around a million times... How many issues I've had with this company? Multiple times I wake up and the internet is not working... or I'm having 2G network and I'm supposed to have 4G high speed network... and I call them and for days they cannot fix it and say they don't know what's wrong. THIS IS THE WORST COMPANY EVER. SHUT THIS WICKED AND AWFUL AND THIEVING COMPANY DOWN!!!
Updated on 07/30/2017: They switched us to Tracfone... Gave us to another merchant and didn't notify us at all. But most of us figured it out... Because we've had nothing but trouble since Tracfone took over in MAY 2017. This should be a HUGE lawsuit... Basically the phones are not recognizable to them for some of us. They don't have a record of my phone... Saying "No you didn't buy that phone from us... It's not our phone." I'm like - "So whose name is on the box? Walmart Family Mobile." The phones have major issues with this new owner... It just doesn't work... And I bought an expensive phone from walmart a month before they switched over to Tracfone... So I'm out a lot of money. The phone reports that I've exceeded the data... 6GB... So Customer Service says. But the corporate office is like "Yes we see your point" - they admit over and over that there is a glitched in the system... I didn't exceed it... In fact only used about 1. something GB.
Now the problem here is that the CORPORATE OFFICE SEES THE PROBLEM AND STILL CANNOT FIX IT. No one follows up. No one resolves the issue. No one cares. They will quickly auto deduct your bank account every month but will not give you the service they took money out of your bank account for. Never seen anything like this. One corporate rep said to me. "The issue is with your phone - go buy a new one... It's not ours." I'm like??? "Who did I buy it from? Whose name is written all over the box?" They would say... "Go back and return it at Wal-Mart..." I'm like "Wal-Mart will not take it back they said it's over 14 days..." But of course Tracfone doesn't care. I have simply never seen anything this bad from a supposedly 'legit' US company. To T-Mobile or Verizon Wireless I go. Goodbye to scam company Wal-Mart Family Mobile and Tracfone. Yuck!
Reviewed May 9, 2017
Sales people in the store don't know anything about their services or phones. When you call Customer Service number people that answer the phone barely speak English. Also, it is hard even to reach Customer Service desk. I called once to activate my sim card. They said they are having technical problems and I have to call back tomorrow. I tried calling them at 8pm the next day. And automatic service is telling me "Customer Care is closed now. Please call us during business hours 8 am until 12 am." I wonder what time zone this they live on.
Reviewed May 7, 2017
I started my service with Family Mobile in April 2017 and I have the plan that is 49.99 a month with 10 gb high speed internet. Which was used up in the first week of April so customer service say. No way possible did that happen. Well then I went the rest of the month of April without high speed internet. Now we are in May 2017 and I just paid my bill on the 1st. It is now the 6th of the month and I do not have any internet service at all. Says I have used my high speed internet service up again. Dang. That is a quick month 6 whole days in the month now. Times sure is flying by these days. I have called customer service both months and they have assured me that there are only 6 days in a month now. I can assure Family Mobile that they will never get any more money from me.
In all my years I have never been so upset with a phone service. I am on a set income and all they want to do is ask me for more money. But I will not ever give them another dime. Sometimes I can't even make phone calls or anything from my phone. Thanks to this Family Mobile service. I will be posting this review in all places possible so that no one will get screwed over like I'm being done.
Reviewed May 6, 2017
I have been with Walmart family mobile prepaid for almost over a year, in the beginning the cell towers was with T-Mobile. Now as of yesterday (when my phone was disconnected) that I would have to contact TracFone to get my services back on. Now keep in mind I PAID my monthly services on the due date which was April 23. As of yesterday I had to call customer service at least 3 times each of the 2 days.
1. My services wasn't allowing pic text to international (which I purchased the value pack to cover MONTHLY). 2. My data was received but in 3 days the customer service rep says you're out of data. It worked for about 2 hours after I spoke to the customer service, now day 3 it's doing it again. I will be searching for a new cellphone carrier, when asked a question the customer service reps are suppose to be knowledgeable of their product that they are working for but not this cellphone carrier. Their response to a question is "I DON'T KNOW BUT LET ME CHECK MY SYSTEM AND GIVE ME A MOMENT."
Reviewed April 29, 2017
Customer since 2014. My Walmart Family Mobile set up to send bill to my email address, which they did for awhile and then stopped. Never been late with a payment. Last month again did NOT send bill to email, did not send payment and cell phone was suspended. Paid bill after calling, then this month charged $9.00 extra for the then reactivation/taxes. Feel as though WFM ripped me off, Have requested AGAIN to send bill to email. However, getting fed up.
Reviewed April 28, 2017
Family Mobile is the entire worse phone company that I could imagine. I've had it for 2 years. I have had good times in the beginning and then all of a sudden I started to have to call the customer service. The customer service representatives do not speak English and most of them have such a thick accent that I am not able to understand them and apparently they are not understandable to understand me because of the fact that I've called in several times in the last month and asked for specific things to happen and they did it. I was given false information on how much my bill was. I paid that amount and the next day my phone got turned off and was told I owed another hundred and $9. Unfortunately I did not have the hundred and $9 and still when I went without my phone for an entire day. I'm a life insurance agent and I need my phone on at all times.
I called in and spoke to someone and the only thing that they could say was, “Sometimes we accidentally give out false information.” I was not compensated in any way. My phone service has been horrible for the last month. I'm a single parent with 5 kids so switching companies and coming up with all this extra money to get a new phone service is not in the stars for me but I just got off the phone with another customer representative who I actually added more data to my phone for $25 more a month to try to get more data on my phone because apparently I don't have enough. Still not able to use my data. Call then asked about it. They put it on the wrong phone number. Does that make sense to anyone now but if the person understood me and I understood them it would be different. This is ridiculous and I'm going to go as high as I possibly can to find out who I can speak to to get some compensation.
Reviewed April 24, 2017
About a year ago I switched carriers to Family Mobile, thinking that it was a better service and cheaper. At first I loved Family Mobile. Every time I called with a concern customer service would help no problem. Also I loved the fact that when it came time to pay your bill that you could make a partial payment of $1 and get an extension on your bill. But here recently they decided to change things without not a single notice. I called to get an extension cause my bill falls on when I have paid all my bills and waiting on my check. I called to get an extension and I was told that they could not do it anymore and that my phone would be shut off if I could not pay my bill.
Now, like most people know I don't have a house phone and my daughter has medical problems and if I need my to call anyone I have my cell phone. But now I have to wait a week before I could pay my bill and when I called and spoke to customer service they acted like they couldn't help me. I asked to speak to a supervisor and she was the most rude, unsympathetic, unprofessional human being I spoke to. She basically didn't care if my phone was turned off and when I asked if there was anything she can do to help me she basically smarted off and told me "No, but you can pay your bill." In the meantime I will be looking to go elsewhere. They could of got five stars from me but not anymore. They could of helped me but they chose not to. I know they think that this so called change is good for their customers but it's not and they are going to lose a lot of them because of this.
Reviewed April 19, 2017
I have been with Family Mobile for 3 years now. I was ok with them but then I started noticing my bill has been changing and changing and changing different amounts each month. It's technically suppose to be roughly $60 a month but no, I have noticed in the last 3 years it's been 60, 80, 98, one time 55 and then back to 88 to 112. What in the hell you guys are a paid month by month basis company not a damn minute phone so why is my bill ALWAYS different???
Just this month it's 112.35. I called customers services and spoke with them they said to email those people so I did and they emailed me back giving me a whole bunch of excuses for why my bill is that high. Ummm no "Excuse me. Our plan has not changed" and when our data refreshes its gone in a matter of 2 days. We're not on the phone that much. We clears out our running apps still doesn't help. I HATE THIS company and now you guess they have a new awesome thing going hmmm which cancels out a bridge pay. You can't do that anymore coming to find out today etc. So the 50 I just paid to bring my bill down my phone will get shut off anyways??? Yepppp. This is just GREAT!!! So now I'm out of $50 just for NY phone to be shut off anyways. This is just GREAT.
Reviewed April 18, 2017
I'm so fed up with Walmart Family Mobile. I have been waiting for 4 days now for them to unlock my phone, I can't use it unless I'm using wifi but that doesn't even work. I am epileptic and it has all my medical stuff on it and every time I call they tell me I have to wait 24hrs for an email and I haven't gotten one. And they keep saying I have to wait 14 days which is **. I shouldn't have to wait or keep going around in a circle with these people, I would never refer this company to anyone.
Reviewed April 16, 2017
I was told on the 4-7-2017 I would be able to get an extension on my account. I was informed by Justin to call on or before my due date and they would extend it to Tuesday only 2 days late. So today my bill is due I called to get it extended and Joe the supervisor informed me that I would not be able to get an extension because their policy just changed and that there was nothing they could do for me.
Reviewed April 12, 2017
Porting over from Family Mobile sucks, I will never go back. Porting over to T-Mobile is giving me a headache. The reps with FM needs a lot of training, no matter who I talked to they all messed up, didn't know the info. I talked to a lot of them too, that's not good. 1, or 2 bad reps ok I understand, but all of them no, no, no, I really want to report it but we all need work. My son device my not be unlock into 3 days. **? Really? When I talked to that rep yesterday her slow behind tells me we don't need it to be unlock when we told her so many times, "YES IT DOES!" Then we're stuck with temp numbers for 24 hrs., **? So if y'all see any 850 numbers it's us, but really got me pissed off is this unlock crap, cause now he has no phone to talk on into. It gets unlocked which may take 3 days. Pissed!
We need our phones, so never go to FM, unless you're planning to stay there, the device unlock request process sucks! Still haven't sent the steps to unlock the device! Family Mobile sucks! The stuff I really wanna say though. Why does it takes 24 hrs. to send instructions on how to unlock the device? Family Mobile really giving me a sour taste. I got to wait 24 hrs. for them to send it then 3 to 14 days for it to be unlocked. ** kinda bs is this? So my son got to go without a phone? Never will I ever do this again, I feel like going to Metro, even if it's a part of T-Mobile.
ALL THIS IS ON MY FACEBOOK, I WANT THEM TO KNOW HOW BAD THIS COMPANY IS, I WORK AS A REP SO TRUST WORD WILL GET OUT. The supervisor had a sharp mouth just like rep, no personality at all, don't give a **, just as long as they get off the phone. Lied and said she don't have a supervisor into I told her I work at a call center! Supervisor was no help, didn't care, dry, and wouldn't give me the info on the rep, which I do know you can give either first and last initials or rep ID for customer only when requested supervisor Alex ** sucks! Will y'all do something about your workers? No. Every rep I had was not good, and normally I let stuff go cause I'm a rep but no. This experience sucked! Then the port system, man if y'all don't work on that you think it's cool to make people wait that long to leave you knowing they need devices?
Reviewed April 10, 2017
I been with Family Mobile for about 3 months and so far the experience sucks **. Can't make calls from a lot of places including places in the middle of some of our biggest businesses, a lot of problems with data, dropped calls and about a month ago my SMS notification won't play when receiving a message, I've sent messages telling people I'm on my way over and an hour later they will receive my message. I have had my new phone for about 8 months and had Verizon for about 5-6 of those months and never ever had a problem.
I switch to family mobile because I see what seems to be a helluva deal including unlimited talk, text and data but after 10 gbs of data it slows down. All for 54.19 tax included, well my bill is always due on the 4th of each month and I always paid it with no problems... But when I got to Walmart a little before 12 they couldn't do nothing with registers for 20 mins, so when they got up and running I paid the bill and didn't have no service. Good thing for a receipt and a reference number cause I told them I didn't have one, and they said they don't see no payment, until I said I do have a receipt with the reference number.
They seemed to have found it in a quick hurry then, now here I sit 4 days later and my data speeds dropped so slow that I can't connect to Chromecast so I called them and like always no understanding. Wtf. They're saying because they don't speak English and I don't speak THAT so I ask for a supervisor and don't speak any clearer. They said I overused 10 gbs of data but on the 17th it will start back up. This is some ** Walmart. You guys are scandalous and single moms can't afford your scams. All the money you make but You just want more, I feel like I'm being punished for using my internet I pay for. But I'm not getting what I pay for cause my usage says 6.3 but he had an answer for everything. Training for these scandalous phone companies is simple "JUST TELL THE CUSTOMER WHAT SOUNDS GOOD AND TAKE THEIR MONEY... NOT MINE!!!" I'm going back to verizon.
Reviewed April 8, 2017
No stars!!! Only gave them one because it says I have to. FAMILY MOBILE IS A JOKE!! The service is horrible. Customer service is horrible. I would never ever recommend this to anyone. The service half works. I barely get any of my calls to come in and every time you call to talk to someone it's the same crap over and over. Worse phone service period.
Reviewed April 6, 2017
Upon purchasing service at the local Walmart I was told service was available in my zip code. I kept the service for a year despite very poor coverage. I paid my bill on or before the due date 100%. The last month I stopped being able to utilize the service from my home. I waited about two weeks to allow time for possible work to towers. I went to Walmart and was told the service for my area was poor to non existent. They connected me to customer service. Customer service was rude, not helpful and refused to discontinue my service until the end of the billing period. I requested a supervisor and was hung up on. This happened on speaker phone in the store. Walmart said they were unable to help me. I have tried again and customer service referred me to their website. There's nowhere on the website that I can find to email them.
I continue to receive bills and threats for service I did not receive. I then had to purchase another phone and another service adding to my expense. It is a false assumption to think that because Walmart sells the service and proudly advertises their name on it, that they can assist customers with the service. I do not recommend T-Mobile or Walmart service due to poor character and lack of good customer service coupled with poor product.
Reviewed April 4, 2017
I don't know about all you guys posting here, but I'm SICK of so called US companies who greedily take my USA money but are sending jobs that should be ours to other countries to be manned by incompetent idiots!!! I tried to call customer service for Walmart Friends and Family, couldn't understand a dang thing she said. When I asked for a US rep, they told me there is none!!! Their website is just as bad, can't even change my billing address! I see Walmart advertising that they are sooo concerned with patriotism and local neighborhoods, SUCH BS!!! Get a clue WALMART!!! We earn our money here in the US, we like to know people here have the jobs, not to mention, they are more competent!!!
Reviewed April 2, 2017
This service is TERRIBLE!!! I have drop calls all the time. Today I called to get an extension to pay my bill and they said as of March 31st they no longer give extensions. My thing is "as valued customers", you couldn't send out courtesy text letting your customers know that this has changed? You send out text every month and sometimes twice a month reminding everyone when their bill is due. But then they say the good news is we have no more late fees. That's my business if i decide to pay my bill late. I wasn't worried about a late fee. This the only reason I stayed with Family Mobile because of their extensions but I will be leaving and switching to AT&T. They might be a little more expensive but at least they have better service. Do not get with Family Mobile!!!
Reviewed April 1, 2017
I paid my March payment on the 4th like I do every month early for like 5 years and for some reason their system was down when I paid it but they took it out of my bank account within two minutes of me swiping my card. A couple of days later I get a text saying my bill was still due so I called to find out why and they said they can't find my payment so I asked them what do I need to do. They said fax the receipt over so I did and called them to make sure they got it and they said they did. It should post in a couple days. So when I get another text saying my phones are going to be shut off so I called again and I was told by a manager that they didn't get my fax and to refax it. We were out of state so I told them I would fax it when I got back and I did. It's been almost a month and I'm still fighting them to find my payment. They won't even give me a credit for this month. I tried calling Wal-Mart corporate but they wouldn't help me. Bad service.
Reviewed March 31, 2017
WALMART should be ashamed of themselves as should TMobile. Family Mobile in my experience is incapable of activating a phone line - which completely defeats the purpose. I have spent hours of my time trying to get 3 different phones activated. I have been told all kinds of different excuses, exchanged devices, exchanged sim cards and had Walmart staff try to help me. I'm told, "It's fine, it's fine." Wait 20 minutes, wait 2 hours, wait 24 hours, wait 48 hours. This has been going on for 2 weeks. There is a lack of training and technical support and ability.
I have never had a phone company that is unable to activate the phone to begin with. It's a whole new level of incompetence. The experience has been very frustrating and a waste of time and money. Cheap service is NOT worth it if you have no service at all. And NO Family Mobile is NOT willing to make it right. I'm stuck with the bill of service that I've never had because they have sim cards that don't work and staff that isn't trained. But what are we going to do as a consumer? Family Mobile isn't here. Walmart isn't Family Mobile (even though the name is "Walmart Family Mobile") so they aren't liable either. Pretty perfect set up when no one is responsible and there is no accountability for bad business. Lesson learned.
Reviewed March 27, 2017
NO STARS. People should not even consider buying a family mobile from walmart. It's powered by T-Mobile (powered only). Walmart phones have are family mobile plans. Your current nano sims won't even work in the phone. Don't buy any phones from walmart that says Family Mobile. They won't unlock the phone at all, you have go somewhere and have it unlocked. I am overly pissed off, overly I can't stress enough.
Reviewed March 26, 2017
Had the service since like April 2016. Well I renewed/made payment on my account like end Feb/March 1st, payment due on 5th or something like ok... then a few days later, they "Walmart" say the 4th of March 2017. I ended my service with them, which I did due to the fact my service was dropping all the time and the phone would make calls on its own etc... no help with customer service on any of that... Mind you already made payment for full month and only used the service for a few days. Now I get a bill for a "final month" full amount. 35.51. So I call them. They claim they can not hear me. So I call them back, they call me while I am calling them - their automated service???
Finally I get someone that does not speak good English! Alma or something says "THEY ARE NOT A PREPAID SERVICE" and I still owe from Feb 28th to March 4th. She will fix it and call me back? They can't fix it with you on the phone and tell you the amount... I don't understand if this is not a prepaid service then why did I have to pay a prepaid amount to get on the billing cycle? In the 1st place and nothing I see says what I owed was to the end of any month... I always thought since they set the date to the 20th that that was the end of cycle? Also, they have since I stopped service with them, canceled my online account so that only leaves me with phone contact with them and they hard to understand English! SO WORD OF WARNING - just because you pay them, it's not over it seems.
Reviewed March 22, 2017
Hello everyone. No help from Walmart Family Mobile customer relations. I have used their services for 3 different lines going on 4 years. I purchased a "web pack" before family mobile decided to change the name to "extra pack". The "web pack" was to only access the web. One day I noticed the 3 phone lines wasn't able to access the web, I just thought at the time we must have used all of the data really fast so I called Family Mobile to have all 3 lines on "unlimited plan". That way we didn't have to purchase a web pack.
Well yesterday I called Family Mobile and a representative informed me about what plan I have and out of nowhere he also said I had $55.66 on a "extra pack". I asked what was a "extra pack" and he informed me it once was "web pack" policy has changed and now it is called extra pack just for downloading and international calls. I informed him I didn't know anyone outside the USA to make international calls and my household does not download. I also informed him the reason I changes all 3 lines to unlimited is because I thought we used all the data, when really policy changed before I can use the remaining of my web pack to "extra pack" international calls and downloads only. I asked to be credited my $55.66 since they never informed me and also I bought the "web pack" before policy changed.
I contacted customer relations and 4 different people emailed me with the same bs. The Extra pack is non refundable... I told them I purchased the web pack never extra pack and they changed policy before I had the chance to use it. So much bs. I contacted Walmart Corporate since I bought it from them and they took an incident number and emailed Family Mobile. I am to call back in 48 hrs... If things are not resolved Walmart Corporate would handle it. Needless to say Family Mobile customer relations did not do any good emailing and waste of time. Please contact Walmart Corporate 1800WALMART. They are better help.
Reviewed March 14, 2017
I was a customer with Walmart Family Mobile for years and I just ended service on the February 20th and my next bill was due on March 5th. I left them because they was changing some of the service and raising my bill. It to due with the data what I always had to add extra money for anyways, because it was not part of the plan for data to be included, you always to add extra money to have data. They are saying I owe for a full month when I have paid the bill every month. They also claim that the bill was always one month behind (which no company does that). I still would not own them a full month even if that was the case. When talking to customer service they always remind to watch your language even you are not using profanity. When you ask to talk to a supervisor they'll not let you.
The customer service is one of the worst I've ever dealt with in my life and I very highly recommend that you never use this cell phone provider ever because is so hard to get out of the agreement that is a no contract. They're not very honest when they tried to get an extra month out of you when you've ended your service. Also customer service does not have a number that you press. When you've already cancelled your service they try to get you to stay with them by reinstating your plan. They need to be taken out of business if they cannot respect and honor their customers and listen to their customers. They demand respect the whole time you're talking to them but they don't have to give you respect. In return they treat you like you're stupid. If I could I would give them 0 Stars. I am now with a new provider and the bill is much lower. But they say I still owe them a full month payment which is not right.
Reviewed March 13, 2017
So I purchased the 10 gb plan. My month is up. Never hit my limit. Pay my bill for next month and the very next morning it says I am over my limit at only 1 gig. So I call and ask why I am throttled when I just started a new month. I was informed even though I just paid and started new month my data was 2 weeks behind, so I just paid full price for 10 gigs of data but will only have it after the first half of the month is gone. Utter and absolute garbage. When you pay for your new month limits should be reset with the billing cycle, not another different date for data. I will be going back to mobile as soon as this rip off of a month is gone. Pay for 10 gigs but stay throttled for the first half of the cycle. Would suggest anyone stay away from Wal-Mart mobile. It is a scam and you have to deal with an Indian call center who can't speak English and offers zero help.
Reviewed March 10, 2017
December 10, 2016, we purchased a phone from Walmart for our ten year old son. We paid $50 plus dollars and paid the activation fee. Our total was $92.00 or something close to that. The phone worked good for about the two weeks and it quit working. We then tried to resolve the matter with Family Mobile thinking they could resolve our concerns by offering to replace the phone or give us a credit to purchase a new phone. By this time the fifteen days were over and Walmart wouldn't accept the phone back and could offer no other solutions except to contact Family Mobile which we had already done. The main problem is no matter how hard you try you can't understand most of the representatives. They told us to master reset the phone which we had already done but in doing so another customer's email address showed up and wouldn't allow us to enter in our information.
Needless to say we had a refurbished phone. We were told to contact the manufacturer which made no sense because they just make and sell the phone. They don't troubleshoot the phones. We were told to go to the internet and search how to properly master reset a phone by a supervisor because they couldn't provide the steps. So we just asked them to cancel and we would take the loss. Today 3/8/17, we get a bill for $46.78 and we cancelled over thirty days ago. When we call the representative stated we owe the money for a phone that only worked two weeks. I asked him to look into the system and checked the usage. I might as well asked him to jump off a bridge. He gave us the instructions to send a dispute into customer relations to email@example.com which we had already done on 2/5/17.
The dispute was supposed to have been resolved in 5 days. When I pointed this out to the representative he said that he would send a dispute and I should send another. "Can I get paid for doing your job?" He then said I will need to call back on 3/17/17 for the outcome. Wait What!!! So I am against a brick wall and must again follow the representative's advice. The other thing is you can never speak with a supervisor or manager. Now we can only sit back and hope that this matter will be resolved within the five days.
We will never use Family Mobile ever again. We will not suggest it to our friends or family. We have since gotten a new phone which works like a charm but it's not with family mobile. Family mobile is by far the worst cellphone company there is!!! Save yourself time, money and a major headache by not selecting them!!! If I could only go back in time and make a better decision I would have save over a $150.00. T-Mobile and Walmart should be ashamed for promoting this line of phones. I have been trying to research their corporate department to send a letter to them and I have yet to find anything. I will be sending a letter to the Better Business Bureau if I can find out what state their corporate office is in.
Reviewed March 1, 2017
We were looking for a new phone for our daughter and a Walmart employee recommended the Family Mobile as a "Pay-as-You-Go" plan because they were very affordable. The bill was more than I was originally paying with Net10 ($15 vs. $42+/monthly). So her phone finally died and we were not able to use my old phone with the Family Mobile plan so we changed it to AT&T. I tried to cancel the Walmart Family Mobile via website but when I tried to log in the account had been cancelled already. So I figured I would get a partial bill from 12/17/2016 until 1/4/2017. When we received the final bill, it was for the total amount. So I called into customer service, talked with a fellow and he said that I would receive an adjusted bill.
I just received the replacement invoice and it was for the same amount. When I called in this morning, the rep said... "We regret to inform you..." I was like, "Why didn't you mail that "Regret" letter to me instead of a collection letter." I was quite pissed at this point so I hung up on the girl. I immediately called back and asked for a supervisor. I had to go through the whole "confirm your account" thing and waited on hold for about 15 minutes (I'm sure they do this to encourage you to hang up). Then Sam, the supervisor, got on the line. I explained the whole thing again and he said, "it's your responsibility to close the account." I was like, "how could I do that when you already closed it for me?"
He credited me the partial charges and I was going to write a check and mail it off but he said, that "we do not accept check for payment." You can make one on the phone for an additional $5.00 or go to the store and they will charge you an additional $0.88 to make the payment in the store. Of course you can always make a payment online... Oh! But wait, you canceled my account online so I cannot make a payment there. Now I have to take time out of my day, AGAIN, and go to Walmart to pay the final payment.
In short, Walmart Family Mobile is not worth your time. Thanks again AT&T for wonderful customer service. We'll stick with you or go back to Net10. Never again will I use Walmart Family Mobile and I will never recommend them to anyone either. I am not one to write reviews like this but they are probably the worst Mobile provider and I can see why they have one star review. It's a wonder they do not have a negative star review. I wish they were allowed.
Reviewed Feb. 28, 2017
I am now on my second month of having service with Walmart Family Mobile. So far I could not be happier with the service. I am absolutely flabbergasted at the reviews people have left on here. You know what? Pay your bill on time. Like other responsible people do. If you can't afford your phone, cancel the service. It just shows how every problem anybody has in this world nowadays is somebody else's fault not their own. Accept responsibility for your issues. My favorite review is the guy on here who was complaining about the big evil taking over the government Walmart! LOL! Dude, if you thought it was such an evil company why did you sign up for service with them? I assume you're not a rocket scientist? I say we start up a petition not against Walmart like you want to but against people like you and make you go back and get more than a third grade education.
The more reviews I read on here the more I realize how much these people have such a sense of entitlement coming to them for some reason or another. Well you don't. And if you don't pay your bill they're going to cut your phone service off. It's not that confusing. And yes when you call it might be someone from India or something like that but just don't have a bad attitude and it'll go a lot better I guarantee it. Because I'm sure when that phone hangs up they're thinking just the same about you as you are about them.
Reviewed Feb. 26, 2017
Only uses 10% of T-Mobile's network and this can be seen when a WFM phone and a T-Mobile phone are right next to each other. The WFM phone always has a weaker signal, and even when I pop the