Good Afternoon! As requested, I have enclosed is a copy of the Email String with Walmart, explaining the Situation involving the Trac Phone Activation Problem we are experiencing, thru a purchase with Walmart On Line . The Trac Phone representative I spoke to today was Christine. This was the alleged refund from Walmart - However, there was never any refund - her bank account was charged the same amount in both November 2020 and March 2021 for both phones. This was the message sent from my wife's phone. Sent from my Sprint Samsung Galaxy S7. -------- Original message -------- From: "Walmart.com" Date: 3/19/21 6:38 AM (GMT-05:00) To: [protected]@gmail.com Subject: Important information about your Walmart replacement order Walmart homepage Help Center Your Account Status update! We've canceled your replacement. Hello Lori, We've already processed the replacement order for the items listed below. Hopefully you've already received the replacement order. Unfortunately, the time window to return the original items has expired, and we haven't received these items at our return center. In accordance with the terms of the Return Agreement, we'll charge your original method of payment for the amount of the replacement order. Please take a moment to review the details of your refund below. If you have any questions, please visit our Help Center. Please do not reply to this email. This mailbox is unmonitored. Order number: [protected] Order date: Thu, Nov 19, 2020 Sincerely, -Your Walmart Customer Care Team Items for replacement Item Qty Total Tracfone LG Journey, 16GB Black - Prepaid Smartphone Price$39.88 1 $39.88 Replacement summary Item total: $39.88 Total tax: $3.49 Total refund $43.37 loriann558 To:Robert Alley Fri, Mar 26 at 12:11 PM Copies of Phone Package with Bar Codes, Sent from my Sprint Samsung Galaxy S7. Download all attachments as a zip file [protected]_120608.jpg 1.9MB [protected]_120633.jpg 2.6MB Bar Code # [protected] [protected] Robert & Lori Alley 558 Ontario Street Buffalo NY 14207 Landline Phone # [protected] Email: [protected]@verizon.net ----- Forwarded Message ----- From: Walmart Customer Care To: "[protected]@verizon.net" Sent: Monday, March 22, 2021, 08:57:47 PM EDT Subject: [Store Experience] Image Recently you requested personal assistance from Walmart.com Customer Care. Below is our response and a summary of your request. Reference#: [protected] Response email (03/22/2021 07:57 PM) Hi Lori, Thank you for contacting Walmart Customer Care. My name is Amber and I work with China. I am happy to assist you today. I sincerely apologize that both phones that you ordered are giving you issues being activated. We can certainly understand how frustrating this can be. I have reviewed both the original order and the replacement order and I see that the original order [protected] was in fact shipped without being activated by mistake. Our Homeoffice sent an email to you on 01/22/2021 notifying you that you could contact the phone vendor (TracFone) at [protected] to activate the phone. However, from my understanding, TracFone was unable to assist. We then sent you a replacement and that phone did not work either. If you would like to return the phones we can assist you with the return process. Please reply to this email and let us know if you would like to return one or both phones and we will assist you further. If you would prefer to wait and hear back from the management team within 24-72 business hours, you are welcome to do that as well. Thank you for helping us help you. We look forward to your reply with your decision. You may also be able to access the information you need at Walmart.com or on the Walmart app in the Your Account section. If you have additional questions, please reply to this email and we'll be happy to assist. Sincerely, Amber J Walmart.com Customer Care Customer email (03/22/2021 04:44 PM) Maybe I should just give up and send the phone back - This is ridiculous. Bob Alley On Tuesday, March 16, 2021, 03:01:37 PM EDT, Walmart Customer Care wrote: Response email (03/16/2021 02:01 PM) Hi Lori, Thank you again for contacting Walmart Customer Care. My name is China and I will assist you. I'm extremely sorry for your frustrations and inconveniences that have been caused by this deactivated phone situation. I completely understand your disposition with all of this. All prepaid phones that are shipped from Walmart.com are heated/activated before shipping. If any issues with activating a pre-paid phone, we are to refer you to the manufacturer for assistance. Since you weren't able to get assistance from the store nor the manufacturer, my next step is to escalate this to my management team. Typically, a manager escalation resolution time is 24-72 hours. Please be advised that we may reach out per email or phone. Again, I am so sorry for this matter. I am doing everything I can to get this resolved. If you have additional questions and/or concerns, please reply to this email and we'll be happy to assist. Thank you for being a valued Walmart Customer! Sincerely, China C Walmart.com Customer Care Customer email (03/16/2021 11:05 AM) Hi Holly, I attempted twice to contact the Walmart Store at 3290 Sheridan Drive Amherst, NY PH# [protected] - spoke to an Electronics Department Manager, he said there was nothing they could do. The phone only has a 14 return policy and the original On Line receipt we have is from November 19, 2020. Since we now have 2 phones that cannot be activated - I am not sure what can be done. Maybe you could have some luck by calling Jordan at the store to possibly work this out. Please have someone from Walmart On Line call the store to see what you can do. I am beyond frustration with this. Bob Alley On Friday, March 12, 2021, 07:16:34 PM EST, Walmart Customer Care wrote: Response email (03/12/2021 06:16 PM) Hi Lori, My name is Holly and I would like to assist you with your TracFone activation. I am so sorry that you've endured so much in trying to get your phone to work the way it should! I would like to offer a suggestion that might work to get the store to scan the phone so you can use it. Please take your phone to the store and at the electronics department please tell the associate that is working there that you need them to call Walmart's Multi-channel. This way they will be able to find that I'm leaving a note about the phone's activation. My hope is that the store associate will comply with this easy request. If you have any problems at all, please reply to this email and I will get right back in touch with you to assist in any way I can. Thank you so much for working with me on this and I hope you have a wonderful rest of your weekend Sincerely, Holly K Walmart.com Customer Care Customer email (02/08/2021 12:49 PM) Do you have any updated response to this situation? Bob & Lori Alley On Thursday, January 21, 2021, 04:12:20 AM EST, WMSTORES wrote: Response email (01/21/2021 03:12 AM) Hello, Thank you for taking the time to share your concerns. I appreciate you bringing this to our attention. I can understand your concerns. Your email has reached the office that handles in store issues. I want to make sure your concerns are properly addressed. I will be documenting your concerns and will forward your comments our walmart.com management team to be reviewed and addressed. You should hear something back shortly. Thank you, Walmart customer care Customer email (01/19/2021 03:40 PM) Walmart — Recent Purchase R Robert/Lori Jan 19, 2021 I received an LG Tracphone Smart Phone as a Christmas present from my wife in December 2020. Serial# [protected] SIM# [protected] - My wife purchased phone On Line @ Walmart. Oder# [protected]. When I contacted LG to activate the phone, LG was unable to activate as the code was coming up " Unauthorized Purchase". LG told me I would have to go to a Walmart Store - have them re-scan the package Barcode, then call LG back and that would allow LG to continue with the activation. Me & my wife went to Walmart, explained that On Line Walmart Staff failed to scan the Barcode appropriately and LG will not activate the phone. The Electronics Department Manager from the Sheridan Drive Amherst, NY location said there was nothing they could do for us. We even made suggestions to return the phone and we would purchase a new LG phone or do a Purchase/Void on another LG phone that would provide us with an active authorization. Do we have any options to get this situation corrected? Please Advise, Thank You! Robert & Lori Alley 558 Ontario Street Buffalo NY 14207 Landline Phone # [protected] Email: [protected]@verizon.net