Joelle T

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Verified Reviewer

Wrongful termination of services

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I requested a new phone number. Instead of being given a new number, they cancelled my service.

I called in and did the online chat. They told me I need to purchase a new sim card and service. I just purchased service last week. My sim card was working perfectly fine before they deactivated my service for absolutely no reason.

Im not rebuying anything to fix their mistake. Thats makes zero sense. So I called and asked for a manager, because I paid for a month of service that Im not getting. And I want my money back.

The manager offered instead to have my phone number reactivated. I said fine. All I want is what I paid for and I refuse to pay twice. Long story short, Ive been sitting on hold for over an hour.

Ive been on this call for literally one hour and twenty five minutes as we speak. No resolution executed. They are waiting for me to hang up.

And I'm not. They are either gonna to fix my account or give me my money back

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Loss:
$56

Preferred solution: fix the problem you created or give me my money

User's recommendation: go somewhere else

3 comments
AlexTrac

Hi Vanessa D Ukg. This is Alex from Walmart Family Mobile.

Please accept our sincerest apologies for the poor customer experience. We hope that you will give us another chance to help you in resolving this issue. Kindly chat with us at http://bit.ly/2qbM5NL.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

Charles Der

They stole my SIM card with insiders assisting and then the management altered my billing records to cover it up They SIM SWAPPED me and stole my phone giving them access to all my data ALL my data! 65 hours total on the phone they get one star because you cant leave a ZERO ... Thieves and crooks, but I'm calling them the defendant

AlexTrac
reply icon Replying to comment of Charles Der

Hi Charles Der. This is Alex from Walmart Family Mobile.

We read your post. We are sorry for the inconvenience you have gone through with our service. Please know that this is not the kind of service we want our customers to experience. To further assist you with this issue, please chat with us at http://***/2qbM5NL so we can provide a concrete resolution.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We'll be looking forward to work with you.

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Anonymous

Forcing me to update phone

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My LG59 works great and no problem on 4G but this cycle WFM when I call with my monthly service pin, it says "You must call customer service. Your phone must be replaced.

You have until Jan 29th to buy a new phone or SIM card." I have scoured the internet and there are no press releases or notices my phone is outdated! This is a scam! CS of course takes me to India or Philippines with a long queue and awful reps who like to provoke Americans. I could tell where this was going and I hung up.

It's these offshore workers who decided to mess with my phone and force me to buy a new one. Thanks to the reviewers here I know the SIM card replacement probably won't even work all that well due to compatibility issues and no way do I want to deal with CS. WFM freed me from Verizon with their legendary poor CS. I liked WFM because I hardly ever have had to talk with CS but I suspect this change is due to a *** They are FORCING me to buy a new phone that works phone on my free WiFi system.

I can't afford a new phone okay?!:? Bye-bye WFM!!!!

View full review
Loss:
$100
Pros:
  • Affordable
  • Functional
  • Ease to get cards from walmart
Cons:
  • Frustrating customer service
  • Arbitrary phone replacement requirement

Preferred solution: Apology

User's recommendation: Overseas workers messing with my phone setup :/

Sharon D Dbv

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Not happy

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I purchased a sim card kit for my grandson's because I wanted to add him to my plan. I call the customer service number.

I told the customer service I wanted to activate the new sim card for my grandson's phone. Right away I could tell the customer service rep was not properly trained or did not understand what I wanted to do. This customer service rep deactivated my sim to my phone and also added the service plan that can with the new sim card to my phone. I had to go back into Walmart to use their phone to get my sim card reactivated.

Customer service managed to reactivate my sim card, but gave me a new cell number, which I did not ask for. When I got home I called them back attempting to get my old phone back. I was told I had to call from another phone to complete the action. I went to my place of business to receive a call back from customer service.

As I was explaining the ordeal to customer service rep he hung up on me. I called them back. The 5th customer service rep I spoke to attempted to fix everything that went wrong. He told me that the rep entered an expired notice on the sim card I purchased for my grandson at 6:23 pm on 10/31.

And she deactivated my cell sim card after putting the service plan to my deactivated sim card. He attempted to activate the new card for my grandson, but he could not. Told me I would have to purchase another sim card kit, which I refused. He was finally able to put a ticket in for me to be mailed a new sim card.

He was going to escalate the process for me to get my old number, which I had for over 15 years. This entire ordeal started 6:23 pm and ended at 10:24 pm. The 2 good outcome is my sim card is reactivated, and they are sending a new sim card for my grandson's phone. I must say I was proud of myself because I did not yell or scream at any of the 5 customer service, but there was frustration in my voice.

I also attempted to email TraFone Wireless Inc. to inform them of this ordeal, but I can only locate a physical mailing address.

View full review
Loss:
$48
Pros:
  • Great price
Cons:
  • Language barrier with customer service reps

Preferred solution: Get my old number back, which was (678)779-2193

2 comments
Jacqueline F Lyi

Did you get your number back? I am on day 10 without my number and no resolution.

Guest

Gee I really admire you! They can't do their job right but you have them four hours time anyway!

What a great grandpa!

You make me feel bad for not wanting to spend four hour chunks of time with them. They said either I buy a new phone or SIM card, or I must call CS every month from now on to activate my service pin....not till AI replaces them completely perhaps...

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Anonymous

These BASTARDS do not provide any customer service & clearly need to be fired, and replaced ASAP.

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I've been a WMFM customer for 7 months now- though I DO qualify to be RECIEVEING the discount benefit of $10 off my monthly service package. I've still not been able to acquire the ability to do so. Every month theyve been straight up lieing to me. I was able to get in contact w/the states office of who it was to be holding up my verification only to be told

that I was approved 6 months ago.....

This *** me off, to say the least. Because for 7 months I've been being

over charged by WMFM- NO WAITE, BETTER SAID- (IM BEING ROBBED) and

I've had enough of the unprofessional *** that Walmart is allowing to occure. They know WMFM sucks and its

NOT an issue on their end- so they act as it nothings wrong. *** Walmart for just

allowing a service provider to RIP OFF loyal patrons &;;;;;;;;;;;;; customers for 25 + yrs now. Though WMFM has not been in stores that duration of time. Corperate is absolutely allowing it to go w/out review

and it's only getting further out of control

as if it were a beast on a ravegous path

of dishonesty and definitely by far the worst customer service I've evr recieved

in this country from any provisioner of a professional service or supplier of goods

I've sequestered or needed period.

Take a look at their stats and rateings.

I myself would personaly like to invite the entire customer service devision out to the United States from ((MILASIA)) to be quests at my MONTANA ranch for a well planned event- a big BBQ. And just prior

to the venison, steaks & chicken being pulled off the BBQ-

My ranch hands, along w/a few of the disgruntled WMFM customers Myself & my Sons- would kick the *** out of every damn one of em - load em onto flat beds & haul their *** right back to the airport

and I'm not talking the airport that serves

comercial traffic customers. UPS, fed ex and the USPS TARMACT- RIGHT AT THE END OF IT, FIND YOUR OWN DAM WAY TO THE HELP DESK.. MAKE IT SNAPPY & GO THE *** BACK WHERE YOU DAM BELONG- IM SURE IT SUCKS THERE, JST LIKE THE SUCK YOUR FEEDING US HERE IN THE U.S.

I CANNOT STAND THINGS THAT SUCK.

THAT WOULD BE A FAIR WAY TO DO 1 THING- EMBRACE THE SUCK, & HAND IT THE *** THAT DESERVES TO BE GIVEN SPANKINGS...

View full review

User's recommendation: F

Anonymous
map-marker Magog, Quebec

Can not login to pay

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No matter what I do no matter what PC I use no matter what phone are use I cannot login to my family mobile to pay my bill I cannot even use Facebook to login their web app is not approved by Facebook
View full review

User's recommendation: Do not use my family mobile

Anonymous
map-marker Irvington, Alabama

I called one day last week to cancel my automatic withdrawal payments and my phone and two different people said that they couldn’t help me.

Said that they couldnt stop the automatic withdrawal because I couldnt remember my PIN number. So I ended up having to go to my bank and take care of it myself. I will NEVER use Family Mobile again.
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Jeff H Lwb

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Complicated System

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No way to easily change line service plans or single or multiple phones. Customer service representatives cannot or will not follow instructions to downgrade plans. When using multiple lines, the billing service got confused and canceled lines because of a different billing date. I asked several times to have this fixed. Multiple escalations still did not solve the problem. I was able to get them reset the dates so they were closer to sync instead of 3 different months, but now I have to call back next month to get customer service to set all of the plans again and "cancel" two lines two days before their renewal date to get it back into sync. Needlessly complicated when this kind of thing could be easily done through a website or app.
View full review
Pros:
  • Multi-line discount
  • Affordable
  • Relative ease of startup
Cons:
  • Customer service unable or unwilling to do what you ask
  • Customer service unable to correct billing problems
  • Customer service representatives verbose

Preferred solution: Let the company propose a solution

User's recommendation: Either go with only one line, make sure you never want to change your service, or just find a provider with better billing and customer service.

Jesse G Xlt

My phone has no service. And I just bought this samsung. And payed my bill on time.. I demand a *** answere why my phone cant call or dial. Ir text or the *** web please. It takes forever t. F

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Its dont work. It's a brand new phone and I cant even use the *** thing. I payed for my service on the 24 of last month and I cant even call text or use the *** web 385 630 ****
View full review
Loss:
$130
Pros:
  • Worse so called prepaid company
Cons:
  • Whole service sucked

Preferred solution: Let the company propose a solution

User's recommendation: *** to the *** no

Anonymous
map-marker Chicago, Illinois

WIFI HOTSPOT

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I've wasted days of my life talking to illiterate people about issues with my service. I'm either hung up on, or they schedule a callback that never happens. When I do get a "call back", they say "thank you for calling family mobile! How can I assist you today?"

ITS A *** CALLBACK FROM SOMEBODY ELSE!!!!

MY *** HOTSPOT HAS NOT WORKED PROPERLY FOR MONTHS. These people do not know what THE *** they are doing. They are committing fraud and robbing people on a daily basis. We are done.

Customer support is only available from 8am to 11pm???? THEY'RE IN *** SOUTH AMERICA.

BIGGEST *** JOKE EVER.

CONTACT THE BETTER BUSINESS BUREAU, CONTACT THE ATTORNEY GENERALS. THIS IS *** REDICULOUS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

My wife and I are ready for court and a massive lawsuit.

FYI, I rate them at zero. These stupid *** don't have that option.

View full review

User's recommendation: Don't use "walmart family mobile". It's a *** joke!

Heather W Dgb

Experience in satifactory

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Feels as if there is still something capping my signal like someone was pissed
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Preferred solution: Price reduction

User's recommendation: Do u

Donna D Mrj

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Phone bill was paid frauqlently i want 708469****

i did not authorize the payment for this month or last month
View full review
Loss:
$6800

Preferred solution: Full refund

Greg N Vbz

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

The service is horrendous

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Every month I have to call in to see why I am having a problem with my internet or my network connection I spend no lie sometimes more hours on my phone with them as a regular employee would at work for them every month and no compensation for service lost no discount next month not even a real apology just a yes Mr. Greg we are trying to fix that now let's go through your phone and fix the problem. My phone is the same this month and last month and the month before that except the changes that have to be made that i have to perform on my constant phone to match their constantly changing system.
View full review
Loss:
$100
Cons:
  • Horrible service

Preferred solution: Full refund

User's recommendation: Dint go here for cell service I will be switching out first chance I get at least other companies have a live human you can go in and yell at instead of some foreigner that is over 1000 miles away on some god damned island who could give a *** and a fary about its customers in america

1 comment
AlexTrac

Hi Greg N. This is Alex from Walmart Family Mobile.

Our apologies for the inconvenience that you have experienced with our service. We understand where you are coming from. Allow us to make it right for you. To further assist you, please copy this link http://bit.ly/2qbM5NL and paste it on a new window for chat support.

You may also text HELP to 611611. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

We are looking forward to work with you. Thank you.

Anonymous
map-marker Atlanta, Georgia

Unlock

When I purchased my phone from Walmart family Mobile I was not told I had to have a contract for a year to unlock the phone my SIM card was damaged I went to Walmart two different Walmarts and there was no replacement SIM cards I called the company to see if I could get phone unlocked since I paid $250 for the phone and they told me that I did not have a contract for a year so I could not switch they should mention that before you buy a phone everyone else gives free phones or free SIM cards they didn't do anything to help me I still have the phone and right now it's being used for doorway I like my phone maybe if they sent me a free phone or a free SIM card like every other company does I might not have had an issue but they told me I had to buy a SIM card online instead of the same place they sell the phone yeah that's a lot of words good enough
View full review
Renzo Xof

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Bought new WFM cell phones and now no signal.

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My wife and I have had Wal-Mart Family Mobile phones with prepaid monthly service for almost 4 years, renewing our service monthly at $50 apiece. We both bought new phones and service plan pins at Wal-Mart last month spending over $600 dollars and now I'm typing this review on my old cracked 4 yr old phone with a cracked screen.. (Had to buy another service pin for this phone by the way) because neither of us can get any signal AT ALL at our house... Our old phones work just fine at home but the new ones we just spent over $600 dollars on don't work at all.. It a the phone.. They suck., LG Stylo 5 gets no signal and my old phone in the same chair I sit in works fine. Thanks for ripping off a hard working family at a time where we're struggling through because of Covid19. I can't seem to reach anyone to rectify this situation so ill be taking my business elsewhere and throwing these piece of crap phones in the trash.
View full review
Loss:
$650
Pros:
  • Cheao

Preferred solution: Deliver product or service ordered

User's recommendation: Make sure your getting a phone that works after you've rove a few miles from the Walmart

Anonymous

Bill extension

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I have been a long time costumer and due to COVID Ive been out of work and I asked for a phone extension and the family mobile employee said I couldnt get a extension and she was very rude I stayed on the phone for an hour all she was saying for an hour was hello sir are you still there she could clearly see hear that I was still on the phone
View full review

Preferred solution: Extension

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