Complaint Review: Walmart Family mobile thru T-Mobile - Fort Collins Select State/Province

Hello,

  I am a very dissatisfied customer who has a phone plan from walmart: family mobile thru T-Mobile

  I have had this service for the last couple of years, I chose it because of the flexibility of a month to month and not to be bound and locked by a 2 years contract!

Everything was all great till this last Monday Dec, 9th, 2013 where my service was suspended because of missing the payment.  I had, like all my other accounts, sat up the autopay, where all my  bills are paid automatically in or before their due date directly from my credit card. A couple of months back, my credit card from Chase was tampered with and the Chase fraud dept called to verify a large amount being charged from Amazon. to make the story short, Chase sent me a new card, and I have updated the system of myfamily mobile with the new credit card number. all is well for the last 2 month, except for last month!! I woke up this past Monday and realized my phone was disconnected. to my surprise to reconnect I need to pay a 29 or 30 dollars reconnect fee!

Here is the problem: 

1) FAMILY MOBILE CUSTOMER SERVICE IS WEAK and NON PROFESSIONAL

2) This was a system error from their part, as I did my part in updating my account with the latest credit card but  when I checked my account the system displayed my tampered with credit card or the invalid. I suspect there was a glitch in their system update and the latest updated were overwritten by the old one ( I like to see if anyone else has experienced the same thing )

I called customer support. It was very frustrating just to get hold of someone on the phone. The only number you dial to get hold of them is: 1-877-440-9758.  After several attempts, I finally, stayed online and kept pressing 0 till I was routed to a live person. Otherwise, the system keeps rotating and asking to choose, 1, 2 or 3, then 1, 2, 3, 4... overall I was getting frustrated just getting thru customer support.

Once, I got hold of the first person, David, who had a heavy spanish accent,  I explained and explained over and over to make him understand the situation, but it was very hard to get it thru him. I asked to talk to his supervisor, his reply was: he is busy right now and cant come to you, and thank you for calling family mobile etc... that is when he just dropped the line!!!!

In my second attempt, I got hold of Edwin who was less rude than the first one, but ended my phone call as the first one

In my third attempt, I spoke with Ilder, who, I thought was nicer. After I explained to him my situation, he responded that he could not do anything about it. the only thing is to pay for the bill. the frustration was way over my head, I finally told him, that I have tried to pay from the website, but all my attempts did not go thru, and I needed him to help me pay for it. He tried with my Visa, American express and my Debit card and none of the payment went thru from his side as well!!!! I was told it was my bank, so I called Chase the second and I had technical support online with him. While he was submitting another payment, Chase did not see it go thru!!!

\Chase exlplained to him, that nothind was wrong from their side as he was monitoring the system and he cannot see anything coming thru from walmart. Ilder gave up and did not know what to do. He referred me to his supervisor Carlos from center 141 ( as this is the only info I could get from him.)  He went on by telling me , that the problem is from the bank, I explained that the bank was online with Ilder monitoring the transaction on my credit card while Ilder was submitting it but it did not get thru because there was a problem with your system. this is after he had tried to submit  another time.

I realized that these customer support including their supervisor Carlos, who refused to connect me with his supervisor btw, or someone more knowledgeable, or just tell me where is the call center he was working at or just to help me as I was so frustrated with the whole charade, are ignorant and lack professional skills or the same service available in the states.( i.e. I rate the customer service from Chase to be excellent, as not only the first person was so understanding, but he went on to get me the correct person from the IT support that monitor real life transactions to be on my side and to connect with this vendor who lacked all the skills to be put in this position to help solve this problem...)

I finally went to walmart to pay my bill and the reconnect fees to get my phone working after an hour.

I was also told that if I need to get this refund, I need to email to somthing like ( I do not remember, but I refuse to call cutomer service again and wait I do not know how long to get the email address, as it is not worth it!!! ) get my credit @ myfamilymobil.com!!!

I do not have time to spend, writing this is I think more than enough, I will keep it till I get contacted by someone from family mobile to resolve it..

Well this is my experience, I think it is time to shop for another carrier, and I know there are other to chose from..

an unhappy cusomer

(BTW:  I have 3 phones in this plan for now, and was going to add 2 more! )