• Report: #974524

Complaint Review: Walmart

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  • Submitted: Tue, November 27, 2012
  • Updated: Tue, November 27, 2012

  • Reported By: Matt — Colorado springs Colorado United States of America
Walmart
Internet United States of America

Walmart family mobile billing illegally, no customer service, inconstant answers Internet

*Consumer Comment: Walmart Family Mobile Customer Relations Department is Detached and Bizarre

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11/15/2012 Wal-Mart Family Mobile billing cycle begins on the 5th of the month and ends on the 4th of the following month.

I had service with them until 09/19/2012. I ported the number to a new service provider. On that same day in accordance with the fine print: Although Family Mobile is not a contract service, you must call Customer Service if you want to discontinue service and billing. Even if you stop using your Family Mobile phone, you will continue to be billed unless you notify us of your intent to cancel. I called the "customer service" number for Wal-Mart Family Mobile. I spoke with representative #1 who said that my service was canceled and that the amount that I owed would be auto-debited from my checking. On 09/24/2012 it was; for $51.79.

On 10/15/2012 I received a bill for $51.79. Called again, representative #2 said that the bill was in error, that there was a $5.00 charge on my account, but he did not know why. He speculated that it was a "disconnection" fee? He said I would not be charged. On 10/22/2012 Wal-Mart Family Mobile auto-debited my checking account for $5.00.

Today 11/15/2012, received a bill for $51.79 less $5.00 or $46.79. Called again, 1st told that I owed $46.79. Then told I really owed $21.00 + tax, but they cant tell me exactly because I need customer relations and they are only customer service?! Plus you can't actually talk to someone at customer relations because they dont have a phone. Customer service can do everything for you, including taking your money if you owe them, but they cant give you customer service and correct billing errors because they arent customer relations. Why does a bill go from being paid in the expected cycle to being $51.79(in error), to $5.00(but doesn't know why), to $0.00, to $51.79 minus the $5.00 (auto-debited from my account after it was closed), to $21.00+tax? If the first representative was wrong, because I did get another bill, and then that bill was wrong, because according to the second representative it was in error, and the balance was really $5.00 (but he didn't know why), and the second representative was wrong, because I received another bill, which was right at first because representative 3 said that representatives 1 and 2 were wrong, but then both bills were wrong and representatives 1,2 and 3 were wrong, because I really owed $21.00+tax; exactly who am I supposed to believe? Oh by the way; try calling the Wal-Mart Family Mobile Customer Service number 1-877-760-8760 and try to actually get to Customer Service, I dare you.

11/23/2012 Update: I just found out that Wal-Mart Family Mobile auto-debited my checking account for an additional $46.79.

This report was posted on Ripoff Report on 11/27/2012 02:50 PM and is a permanent record located here: http://www.ripoffreport.com/r/Walmart/internet/Walmart-family-mobile-billing-illegally-no-customer-service-inconstant-answers-Intern-974524. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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Updates & Rebuttals

#1 Consumer Comment

Walmart Family Mobile Customer Relations Department is Detached and Bizarre

AUTHOR: William John McCloskey - (United States of America)


I bought the Walmart Family plan in August of 2012. I took it back the next day because it did not work with my phone, which was a BlackBerry Curve. 

I had an existing T-Mobile plan before I bought the Walmart Family Mobile Plan. T-Mobile overnighted a new SIM card to me to prevent me from losing my phone number - which I had for 10 years. I then switched to their plan because it worked with my BlackBerry Curve.

Walmart Family Mobile then started sending me bills. I called their customer service line to inform them that I took the plan back the next day and got a refund because their SIM card was incompatible with my BlackBerry Curve. They told me that I still had to pay for their service. I told them that I didn't get any service and I was without a phone that entire weekend because I had to wait for the T-Mobile SIM card. 

I had the local Walmart manager call them and they gave her the same argument. She was shocked and offended by them and could not believe how inept they were.

I finally emailed their customer relations center. They described a "buyer's remorse" period. This is the most bizarre policy that I have ever heard of. I was sold a product, which I could not have used if I wanted to because my phone was incompatible with their service, which I never received.

Don't buy this plan and don't do business with them. I took it back, got a refund and then got a bill for a service that I did not receive and never will. 

THEIR SIM CARD WAS IN MY POSSESSION FOR LESS THAN 24 HOURS!

Here is the email exchange and a picture of my receipt. 


November 23, 2012

RE: Family Mobile Account Number 862943993

Dear William J. McCloskey:

Walmart Family Mobile Powered by T-Mobile (?Family Mobile?) is in receipt of your correspondence regarding the disputed balance.

Please be advised that the Buyer?s Remorse period is not a free trial. You are responsible for all charges that were incurred on the account for the time the service remained active. We regret any confusion regarding this issue.

Your account balance is $28.66, which is past due.  This includes service provided from August 16, 2012 to August 30, 2012. Please submit payment as soon as possible to ensure your canceled account is closed ingood standing by calling the automated system free of charge at the phone number listed below.  Please note that paying with a representative will incur a $5.00 fee. 

If you have any further questions please feel free to contact us at: Family Mobile Customer Relations, PO Box 3220, Albuquerque, NM, 87190.  Our Customer Service department is also available to assist you from 6am- 9pm PST at 877-760-8760.  

Sincerely,
Family Mobile
Michelle Kingston
Customer Relations
Original Message Follows:
------------------------
------ Forwarded Message
 From: William McCloskey 
 Date: Thu, 27 Sep 2012 14:53:53 -0500
 To: <customerrelations@familymobile.com>
 Conversation: Account: 862943993
 Subject: Account: 862943993
 
 To Whom It May Concern:
 
 Please cease and desist sending notices for this plan. I took the plan back to Walmart the next day and received a refund because the plan did not work with my T-Mobile BlackBerry. 
 
 T-Mobile advised me to call you to keep the plan active because they overnighted a SIM card for their plan so I could switch the number back to them (see their attached card).
 
 Therefore, I did not receive and service from you (see attached).
  I am disputing this with my credit card as well.
 
 William
 
 ------ End of Forwarded Message
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