• Report: #1113141

Complaint Review: Walmart Family Mobile

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  • Submitted: Sun, January 05, 2014
  • Updated: Sun, January 05, 2014

  • Reported By: RAM from Texas — Watauga Texas
Walmart Family Mobile
8520 N Beach St, Fort Worth, TX 76244 Fort Worth, Texas USA

Walmart Family Mobile They are theives.... The most pathetic, or lack of, customner service I have ever experiemnced. Fort Worth Texas

*Author of original report: An employee speaks out, and says nothing useful

*UPDATE Employee ..inside information: Interesting

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Words cannot express what a poor choice you made if you chose Walmart family mobile as your mobile carrier. This company has zero customer service, and does not accept responsibility for any of their (many, many) failures. By far the most pathetic excuse for customer service (or lack of) I have ever experienced.

As background, I purchased a phone and signed up on September 7, 2013 and this phone never worked. Today's date is January 5, 2014 and this phone still does not work. Although I have contacted their customer support line 15 times (an hour wait each call to get to a person) they still can't get this phone to work. I have requested the cost of the phone and the three months in billing be refunded and not only have they still not done that, they won't even respond to my request.

In all of these calls escalations to supervisors and managers not one single return phone call. I can't for the life of me figure out why any of the people involved are still employed. They take no ownership, bear no responsibility, and only care about one thing… you paying them for your dissatisfaction. I had never been more dissatisfied with the company or more frustrated. I am considering a class-action lawsuit because, in my opinion, they stole from me. They never provided the service they represented, but were really quick to take my money.

I would be remiss if I did not mention the following; there was a representative from http://2020companies.com/ in the store when my wife and I arrived. He was strutting around the store like he was somebody, spouting about how wonderful the service was how quickly they could get us set up and that they would transfer phone number over with no issue at all. In other words he spouted a bunch of garbage with no knowledge of what he was talking about. I wish I had recognized this fraud then and walked away. It took an hour and a half in store to get the phone set up and they told us it would take 72 hours for the phone to start working and they transferred or phone number over to that phone.

The actual truth is, it took over an hour in the store, the phone has never worked and they lost my phone number which apparently can never be recovered. I had that phone number for 15 years and never had a problem, but they screwed it up as soon as they touched it. If You ever get the opportunity to work with 20/20 Companies (http://2020companies.com/) run, do not walk to the nearest exit. Not only did they talk me into this mess, they are zero help and will not lift a finger to help. I want to make sure I give them (http://2020companies.com/) the proper credit, for being as useless as every single person I have worked with at Walmart Family Mobile.


This report was posted on Ripoff Report on 01/05/2014 06:15 PM and is a permanent record located here: http://www.ripoffreport.com/r/Walmart-Family-Mobile/Fort-Worth-Texas-76137/Walmart-Family-Mobile-They-are-theives-The-most-pathetic-or-lack-of-customner-servi-1113141. 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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REBUTTALS & REPLIES:
1Author 1Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

An employee speaks out, and says nothing useful

AUTHOR: RAM from Texas - ()

So I see you are identified as an employee, and you like to provide your detailed information? Like who you work for (Walmart Family Mobile, Walmart, T – Mobile?) Just for the sake of discussion, I will say you work for Walmart Family Mobile. That tells me immediately you are part of the problem. Are you one of the people at the help desk that I talked to in one of my 20 calls for assistance? I really do wonder that, so please reply and let me know if you were one of the useless people that I spoke to at the Walmart Family Mobile help desk. Are you one of the people that works at this help desk, that I have been talking to for six months trying to get 1 ounce of satisfaction from? I think it’s hilarious that you say you are not surprised that there are complaints against Walmart Family Mobile. I have literally read thousands of them on the Internet. I wish I had done an Internet search for complaints before I made the massive mistake of dealing with this poor excuse for a company.

I can’t for the life of me figure out what “why the phone doesn’t work” has to do with this post in any way. This was a post about poor customer service not a request to fix my phone, and obviously no one at Walmart Family Mobile can do that, including you. So, since you asked I’ll go ahead and give you what you want, the phone doesn’t work… I can’t make a call, I can’t receive a call, I can’t send a text and I can’t receive a text. Wait, let me clarify that, the phone can receive one very special kind of text message, the only one important to Walmart Family Mobile and that is the billing text. That is the only text message that will work on this phone, and that is all Walmart Family Mobile cares about.

For everybody else who may read this post; I purchased the phone on September 7, 2013 and it is now February 7, 2014. I have spent countless hours trying to get this situation resolved and not one person at Walmart Family Mobile is capable of doing anything to assist me. Not one supervisor or manager can seem to do anything and escalating to them means absolutely nothing. The supervisors and managers have no more power or capabilities than the very first person you get on the phone. I requested they change my number and they said they needed to get this number working, which they obviously can’t do. I requested my money back which they said they can’t do. They said the only way for me to get my money back is for either them or me to email the credit department at Walmart Family Mobile. I am not providing the actual email address they gave me because I believe it is against the rules of this site. The agents at the help desk have now emailed the credit department seven times requesting that they contact me concerning this issue. I have also sent five emails requesting my money back. I still don’t have my money, I still don’t have a phone that works, and I have some idiot that thinks he can step in now and try and troubleshoot my phone… Yes, I’m pretty much sick and disgusted.  Just so you understand,  I have been told there is no phone number linked to the credit department and you have to send an email . Out of the 12 emails that have been sent  so far, not one response. Nice to know they care, right?

If you read this post and still choose to do business with Walmart Family Mobile, I’ll just say for future reference “I told you so.” The first time you have an issue you will get exactly what you deserve….. Tons of frustration and no help.

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#2 UPDATE Employee ..inside information

Interesting

AUTHOR: Final Frame - ()

I like to come to ripoff report to read reports on various people and to chime in with my detailed information.  In this case I have no doubt that there are customer service complaints against Family Mobile.  With as many people that are activated on the program I'm not surprised.  In this case the poster and tell us exactly when he signed up but tells no details about anything that was wrong.  "The phone never worked" doesn't tell anyone anything.  I can call up Verizon and say "my phones not working" and they aren't going to help unless I can tell them whats not working.  Before I go further I'm tired of broad generalizations.  I had to call family mobile earlier today and didn't have to wait more then 15 minutes.  Much line any other carrier.  The "I'm on hold an hour every time I call"................whatever.

Since I don't have the details in this case I'm going to guess that the customer was probably issued a temperary number while they tried to port the old number to the family mobile service.  Heres the thing about porting.  Its completely dependent on the previous provider releasing the number.  Most cases I run into involve people trying to cut and run from previous carriers and if you are behind by a payment they do not legally have to release the number to the new provider.  On a normal case a port can take up to 72hrs and I've seen them done in as little as 2 hrs but its dependent on different things.

 

Everything else in this complaint really doesn't have a place.  Yeah the customers upset, I can understand that.  But thats why I don't think he really has a case.  Most people who like to pretty much make it a one sided story never give details because if they do people point out why or how something happens.

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