Navigating Walmart Family Mobile Customer Service: Your Guide to Support and Understanding Your Plan

Walmart Family Mobile provides affordable mobile phone services for families, but understanding the terms and conditions and knowing how to access customer service is crucial for a smooth experience. This guide breaks down the key aspects of Walmart Family Mobile’s service agreement, focusing on how you can get the support you need.

Understanding Your Walmart Family Mobile Service Agreement

When you sign up for Walmart Family Mobile service, you’re entering into a legally binding agreement with TracFone Wireless, Inc., operating as Walmart Family Mobile. This agreement outlines your rights and responsibilities as a customer and covers important aspects of your service. It’s important to be aware of these terms to ensure you understand your service and how to resolve any potential issues.

Agreement to Resolve Disputes Through Arbitration

One of the most significant parts of the agreement is the section on dispute resolution, which mandates arbitration for most disagreements.

What is Arbitration?

Arbitration is a process of resolving disputes outside of court. Instead of going to court and having a judge or jury decide your case, you and Walmart Family Mobile agree to have a neutral third party, called an arbitrator, hear both sides of the issue and make a decision.

Key Points about the Arbitration Agreement:

• Giving Up Right to Court: By agreeing to these terms, you generally waive your right to sue Walmart Family Mobile in court or have a jury trial for disputes covered by the agreement.

• Arbitrator’s Authority: An arbitrator has the power to award you the same damages and relief that a court could, and must adhere to the terms of the service agreement.

• Federal Arbitration Act Applies: This agreement is governed by the Federal Arbitration Act, ensuring its enforceability.

• Scope of Disputes: The arbitration agreement covers a wide range of disputes related to your service, including:

  • The service agreement itself (validity, enforcement, scope).
  • Equipment, products, and services you receive.
  • Advertising for products or services.
  • Collection efforts for amounts owed.
  • Disputes with employees or agents.

• Small Claims Court Option: For smaller claims (within the jurisdictional limit of small claims court in your billing address state), you or Walmart Family Mobile can choose to go to small claims court instead of arbitration. This option provides a more accessible route for resolving minor issues.

• No Class Actions: The agreement explicitly prohibits class or collective arbitrations. This means you can only bring claims on an individual basis.

• Pre-Arbitration Notice Requirement: Before initiating arbitration, you must first notify Walmart Family Mobile in writing at least 60 days in advance. This notice must include detailed information about your account and the nature of your claim to allow Walmart Family Mobile an opportunity to resolve the issue. The notice should be sent to:

  TracFone Wireless, Inc.,
  Attn: Legal Department-Consumer Claims,
  9700 NW 112 Avenue, Miami, Florida 33178.

  This notice is a crucial step and must include specifics like your account name, mobile number, claim description, supporting facts, damages claimed, and relief sought.

• Bellwether Proceedings for Similar Claims: If 25 or more customers initiate similar claims and are represented by coordinated counsel, the claims may proceed in coordinated “bellwether” arbitration proceedings. This process is designed to efficiently manage a large number of similar disputes.

Why Arbitration?

Companies often use arbitration agreements to resolve disputes more efficiently and cost-effectively than traditional litigation. While it limits your right to sue in court, it can also offer a quicker resolution process.

Express Consent to Receive Communications

Another important section involves your consent to receive communications from Walmart Family Mobile.

What You Consent To:

By agreeing to the terms, you expressly consent to Walmart Family Mobile and its affiliates contacting you through various means, including:

• Written communications
• Electronic communications
• Verbal communications

Types of Communications:

These communications can be for any reason related to your service, and include:

• Service information
• Service reminders
• Payment reminders
• Payment confirmations
• Renewal confirmations
• Required legal notices
• Marketing and promotional materials (offers, solicitations, promotions)

Communication Methods:

Walmart Family Mobile may contact you using various methods:

• Manual phone calls
• Prerecorded or artificial voice messages
• Text messages (SMS)
• Push notifications
• Emails
• Automatic telephone dialing systems

Your Right to Opt-Out of Marketing Communications:

While you consent to these communications, you have the right to opt-out of receiving marketing communications at any time.

How to Opt-Out:

• Written Notice: Send a letter to:

  Walmart Family Mobile,
  Legal Department-Consumer Claims,
  9700 NW 112 Avenue, Miami, Florida 33178.

  Your letter must include your name, Walmart Family Mobile phone number, device IMEI, and a clear statement that you are opting out of marketing communications.

• Opt-out Mechanisms: Use opt-out or unsubscribe links in email or SMS marketing messages, if available.

• Customer Care: Call Walmart Family Mobile Customer Care at 1-877-440-9758.

It’s important to note that opting out of marketing communications does not prevent Walmart Family Mobile from contacting you for service-related or legal notices.

Key Terms and Conditions of Service

The Terms and Conditions of Service section details the specifics of using Walmart Family Mobile services. Here are some key highlights:

1. Activating Your Service:

• You need to purchase a Walmart Family Mobile phone or SIM Kit and a wireless plan to activate service.
• Activation can be done online at www.myfamilymobile.com or by calling customer care.
• You may get a new phone number or transfer (“port-in”) an existing number, where possible.
• You have no ownership rights to your phone number, IP address, or other service identifiers, which Walmart Family Mobile can change.

2. Using Your Service:

• Service operates after plan purchase and redemption, as long as you have service days remaining.
• Plans include specific service days and allotments of talk, text, and data.
• Service cards have PINs that need to be redeemed for activation.
• Transferring your number (“porting out”) to another provider will deactivate your Walmart Family Mobile service and you will lose any unused service days.

3. Adding Lines of Service:

• You can add up to four additional lines to your account.
• Each line requires a separate plan.
• Multi-line accounts have a unified renewal date based on the first activated line.
• Discounts may be available for additional lines in multi-line plans purchased online, via phone, Auto Pay, or Walmart Money Centers.

4. Auto Pay:

• You can enroll in Auto Pay for recurring monthly plan purchases using a credit or debit card.
• Auto Pay automatically renews your plan a few days before your renewal date.
• All lines in a multi-line account are enrolled in Auto Pay together.

5. Termination of Service:

• You or Walmart Family Mobile can terminate the agreement at any time.
• Termination results in immediate service deactivation and loss of unused service.
• Walmart Family Mobile may terminate service for various reasons, including:
  • Abusive behavior towards customer service representatives.
  • Unlawful or fraudulent use.
  • Network-impacting usage.
  • Violation of terms and conditions.

6. Unauthorized Use of Service:

• Service is for personal, non-commercial use and specific authorized purposes like voice calls, texting, web browsing, email, and VoIP.
• Prohibited uses include:
  • Continuous voice calls for monitoring services or telemarketing.
  • Automated text messaging (spam).
  • Continuous web browsing or streaming.
  • Server devices or applications.
  • Reselling internet connectivity or crypto-mining.
  • Using smartphone data to provide connectivity to other devices beyond permitted tethering.
  • Activities that disrupt the network or other users.

7. Text Messaging:

• Walmart Family Mobile generally does not participate in Premium SMS services.
• Avoid participating in unauthorized Premium SMS campaigns as charges are non-refundable.

8. International Long Distance (ILD):

• ILD service is available via purchase of an “Extras Pack” ILD card, which also includes international roaming in select locations.
• ILD service has specific rates and available locations, subject to change.
• ILD cards must be used with a regular plan to work and do not extend your service renewal date.

9. Data Services:

• Most plans include data services. Data usage occurs whenever your phone is connected to the network and transmits data.
• Plans have a fixed amount of high-speed data; speeds reduce after threshold is reached.
• Unused high-speed data does not roll over.
• Data usage includes background data transmissions from apps.
• Content charges may apply for downloaded content.
• Walmart Family Mobile is not responsible for third-party content, apps, or websites you access.
• Data service availability, speeds, and continuity are not guaranteed and can be modified or discontinued.

10. Coverage Maps:

• Coverage maps on the website are for general information and are not guarantees of service availability.
• Coverage can be affected by various factors, including phone features, network changes, terrain, and obstructions.
• Service outages and interruptions can occur.

11. Roaming:

• Domestic Roaming: Possible within the US, but not guaranteed and data use is prohibited while domestic roaming. Excessive domestic roaming may lead to service termination.
• International Roaming: Generally prohibited unless you have an ILD card. Using service outside the US without an ILD card may lead to deactivation.

12. Wi-Fi Calling:

• Available on Wi-Fi Calling capable phones with enabled SIM cards.
• Allows calls and texts over Wi-Fi, enhancing coverage indoors.
• Using unsecured Wi-Fi networks can impact data security.
• For 911 calls via Wi-Fi Calling, you must register a primary address for emergency services. Wi-Fi 911 calling has limitations compared to traditional 911.
• Wi-Fi Calling is not compatible with TTY devices for 911 calls.

13. Emergency Calls:

• 911 calls may not go through in areas with weak or no signal. Do not solely rely on your mobile phone for emergencies.

14. Disclaimer of Warranties:

• Walmart Family Mobile products and services are provided “as is” without warranties, except as expressly stated in the limited warranty.
• Service may be unavailable, interrupted, or limited due to factors outside of Walmart Family Mobile’s control.
• Walmart Family Mobile does not guarantee uninterrupted service or service in all locations.

15. Limitation of Liability:

• Walmart Family Mobile is not liable for indirect, special, incidental, consequential, exemplary, or punitive damages, including loss of profits, data, or business.
• Liability is limited to $100 in aggregate if any part of this limitation is deemed unenforceable.
• Walmart Family Mobile is not responsible for damages resulting from third-party products/services, acts of others, service issues, accidents, content accessed, emergency service failures, inaccurate location data, spam filters, phone damage, events beyond their control, unauthorized account access, or use of your account by others for third-party services.

16. Unauthorized Use of Products:

• Walmart Family Mobile phones are for end-consumer use only. Unauthorized use or resale is prohibited.
• Unlocking, rooting, tampering, or altering the phone build state is prohibited and voids the warranty.
• Using unauthorized PINs or illegal use of phones is prohibited.
• Violation can result in service suspension/termination and legal action, with liquidated damages of at least $5,000 per phone.
• SIM cards must be safeguarded; unauthorized SIM card manipulation is prohibited and may lead to service termination.

17. Indemnification:

• You agree to indemnify and hold harmless Walmart Family Mobile and its affiliates from liabilities, claims, and costs arising from your use of products/services or breach of the agreement.

18. Privacy Policy:

• By agreeing, you also agree to the Walmart Family Mobile Privacy Policy, available at https://www.tracfonewirelessinc.com/en/Privacy+Policy/.
• Third-party services accessed through your device are subject to their own terms and privacy policies.

19. Entire Agreement:

• This agreement constitutes the entire agreement between you and TracFone Wireless, Inc.

Return Policy for Phones

Walmart Family Mobile’s return policy varies depending on where you purchased your phone. Note that SIM Starter Kits and Plans are non-refundable and cannot be returned.

Purchases from Walmart Stores:

• Subject to Walmart store’s return policy. Contact the specific store for their policy details. Walmart Family Mobile does not handle returns for store purchases.

Online Purchases from Walmart.com:

• You have 30 days from the delivery date to return phones purchased online for exchange or refund.
• You must follow return instructions and pay for return shipping.
• Return Requirements:
  • Phone must be purchased from Walmart Family Mobile’s official website and IMEI verified.
  • Phone must be in like-new, working condition, in original packaging with all accessories (device, battery, charger, manual). No liquid or physical damage.
  • Include a copy of your receipt and pay for return shipping.
• Missing items or phones not in like-new condition may be refused. Physically or liquid-damaged phones cannot be returned. Ineligible devices will be returned to you.
• For eligible returns requesting an exchange for a more expensive phone, you pay the price difference.
• Refunds can take up to 30 business days to process and appear on your statement within 1-2 billing cycles. Refunds exclude original shipping or return shipping costs.

Limited Warranty on Phones

Walmart Family Mobile offers limited warranties on their phones:

• New Walmart Family Mobile Phones (excluding iPhones): One (1) year limited warranty.
• Refurbished Phones (excluding iPhones): Ninety (90) day limited warranty.
• Wireless Accessories: Ninety (90) day limited warranty.
• New Apple iPhones: One-year limited warranty by Apple (see apple.com).
• Refurbished iPhones & Certified Pre-Owned Phones: No warranty, but may be returned for refund within 30 days of purchase.
• Phones not purchased from Walmart Family Mobile (Bring Your Own Phone program) are not covered.

How to Get Warranty Service:

• Contact Customer Care at 1-877-440-9758.
• If the issue can’t be resolved over the phone, you’ll get a Return Authorization Number to send the phone for repair or replacement (at Walmart Family Mobile’s option).

Terms of the Limited Warranty:

• Warranty covers defects in materials and workmanship under normal use, starting from the purchase date.
• Warranty applies only to the original purchaser from authorized dealers, with proof of purchase required.
• Walmart Family Mobile will repair or replace defective products with new or refurbished items at their discretion. Replacement may be a comparable, different model if the exact model is unavailable.
• Warranty does not cover: personal data loss, cosmetic issues, non-operative parts, misuse, damage from external causes, unauthorized modifications, or use outside the warranty period.
• Walmart Family Mobile’s liability is limited to the phone’s cash value at the time of return, not exceeding the purchase price minus usage. They are not liable for other losses or damages.

Unlocking Policy for Phones

Walmart Family Mobile has an unlocking policy for devices to be used on other carriers’ networks.

For Apple Devices:

• Automatic Unlocking: Devices are automatically unlocked when eligible.
  • Activated before November 23, 2021: After 12 months of active service.
  • Activated on or after November 23, 2021: 60 days after activation, barring fraud indicators.

For Non-Apple Devices:

• Unlocking Code Request: Customers can request an unlocking code if they meet these conditions:

  • Activation Date Based Requirements:
    • Before November 23, 2021: 12 months of active service with 12 months of plan redemptions.
    • On or After November 23, 2021: 60 days since activation.
  • Device must be in working condition.
  • Device not reported stolen or lost, no fraud indicators.

• Unlocking Fee: If minimum service period isn’t met, Walmart Family Mobile may unlock the device for a fee up to $300.

How to Request Unlocking:

• Online: https://www.tfwunlockpolicy.com/wps/portal/home/
• Phone: 1-888-442-5102

Walmart Family Mobile can refuse unlocking requests that abuse the policy or are fraudulent. The Unlocking Policy can change without notice.

Military Personnel Unlocking:

• Deployed military personnel can have their devices unlocked upon request, even within the lock period, if they receive relocation orders outside of the Walmart Family Mobile coverage area.

Contacting Walmart Family Mobile Customer Service

For any questions, issues, or assistance with your Walmart Family Mobile service, customer service is available at 1-877-440-9758. This number is your primary point of contact for support.

Understanding your service agreement and knowing how to access customer service are key to a positive experience with Walmart Family Mobile. Keep this guide handy for quick reference to important policies and support information.