Family Mobile Wal-Mart Family MobileT-Mobile Charges for Services Never Received. Customer Service assured bill cleared. Instead of clearing sent to "Collection Agency" Nationwide

 In September 2015 We purchased phones and Family Mobile service from our local Wal-Mart store.  We were told we would have ten (10) days to decline the service if we had problems.  The Wal-Mart serivce rep suggested we check service adequacy. My husband is a federal law enforcement officer and reliable phone service is imperative.

Within three (3) days of the purchase it was obvious the service in our area was grossly inadequate/non-existent. We returned both the phones and declined the Family Mobile service well within the alloted time. Family Mobile was notified of the decline in service at that time.  This is documented by the fact that one of the phone numbers in the family plan was transferred to Family Mobile from the previous provider and required transfer to the subsequent provider when the Family Mobile Service was cancelled.

In Decemer, 2015 we received a bill dated Dec. 24, 2015, for "monthly service charges from 11/24/15 - 12/23/15. (Note:  the phones were returned and the service declined in September, 2015.)

We immediately attempted to contact Family Mobile.  We were unable to contact through their website or through the customer service contact information.

We returned to the Wal-Mart store where the phones and service was originally purchased and returned.  The Wal-Mart rep who sold the phones and the plan placed a call to Family Mobile (from the store) for me and I spoke with Customer Service Rep "Nina" Emp ID Number 1910606.  She acknowledged that she had accessed the recorded call made to Family Mobile cancelling the service and transferring the phone number to the subsequent service provider.  She also assured me we would receive no further billings and that the account would be cleared.

Today we received a letter from a collection agency for the Family Mobile Bill for non-existent services.  After wading through a 2-hour minutae of customer service contact information, I spoke to customer service rep: "Edgar" who again assured me that he had sent an email to Family Mobile Customer Relations.  He would not copy me on the email.  He again assured me that this problem had now been resolved and stated several times "You don't worry anymore.  I have taken care of this."  He asked me to email the Family Mobile Customer Relations Department at "myfamilymobile.com.  My attempts to make contact through this site have met with only "Unable to Connect".

My husband has perfect credit.  The actions of Family Mobile/T-Mobile in this situation are criminal. In trying to resolve this matter, I have seen numerous similar complaints from former Family Mobile/T-Mobile customers. These people should be closed down if not jailed.

Richardson

Mobile AL