Complaint / Review
Family Mobile and Walmart
Promised phone would unlock after 2 months but has not, and they will not do anything or pay

Walmart in Topeka, KS, 37th St had a promotion in March. If I would buy the Moto G Play 2024 and 2 months of paid network service with Family Mobile, the phone would unlock after 2 months, and I could use any network provider.

After 2 months, it has not unlocked. I was promised by the Walmart on 37th St, Topeka, KS, that I would get the Moto G Play unlocked after 2 months, and it is not unlocked. Otherwise, I would not have spent the money.

It gets worse. I have called several times, spoken to several people, and contacted several companies. No one is taking responsibility for this. Walmart is not acknowledging their false promise. Someone created this promotion with Motorola, Family Mobile, or Tracfone, and with Walmart, and the Walmart salesperson promised an unlocked phone after 2 months.

I am complaining about Walmart's false promise, and the Walmart salesperson at this location who sold me the phone also lied. Whoever handles promotions with Walmart, Family Mobile, and Motorola are all lying and have perpetuated this fraud.

I did not keep the sales receipt because the return policy for electronics is 14 days, and this issue does not pertain to the electronics of the phone but to the fraudulent sales promotion pitch. However, proof of my purchase can be found in your own systems using the IMEI, phone number, and email already on file.

I am also complaining about the Walmart 37th St store. Adam, the manager at the 37th St Walmart store in Topeka, would not fix the problem and hung up on me. After having to call him back, he told me I could talk with Robby Broadstreet, his manager, or the next step up, although he did not tell me how to contact him.

I think I should either get an unlocked phone back or $70 of my money spent purchasing minutes. The Walmart salesperson promised me an unlocked phone. I paid $70-75 for two months of service, plus the $37 I paid another service provider, which is being used up without my use because the phone is not unlocked, plus the cost of two weeks without a phone, a dozen phone calls being placed on hold with people who did not know what to do, and my time, frustration, and anxiety over this.

This is a customer service problem, a faulty promotion, and an incorrect script, with someone not trained correctly at Walmart to begin with.

I have been treated rudely over and over again for two weeks, even when I did what I was told to do.