Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1/17/25-Told 2 iphone 13s for $99 apiece, a router for $99, and a rate of $25/mo for each phone and $35 /mo for internet. 1/22/25-Told the $99 sign on the display was out of date and would not be honored. New sign said $180. Then told we owed $700! Total should have been $459 (including the router). Jade talked to her boss (***?) on the phone who gave us a discount and said the new total was $599! We had been in the store over four hours.2/11/25 After TWO HOURS on the phone, we discovered an unknown person on our account . Next day we tried to go to the store, only to find empty and the door locked.2/16/25Went to the store and were told to come back when Jade was working. Other persons information had not been removed from the account. Plans we signed up for also wrong. 2/19/25Agent spent an hour on the phone talking to Jade (who remembered us) and verifying that was the deal we had been promised. We were told we would get a call from Jade later to fix things over the phone. We never received a call.2/20/25 *** phoned the manager for almost an hour, explaining the issues. He was told everything was fixed and the manager would get back to us regarding the billing problem. 2/21/25 Manager did not answer/return several phone calls *** made. Someone put a $40 discount on our plan online, but that is still not what we signed up for and the unknown person is still on account.2/26/25Bill now says $130! The unknown persons info is still on the account and plans are still wrong.3/2/-3/5/25 Called all the contacts *** has talked to at Total. NO ONE returned his call and our account remains uncorrected. 3/7/25 Called support again and after almost an hour, got the person off our account. **** now reads $120! Manager called back and *** reminded him that he had said our bill would be no more than $100. He said he would get it changed.3/22/25 **** ***** says $120. *** called the manager on 3/20 and left a message but received no return call.

  Customer Answer

  Date: 03/26/2025

  This complaint is against Total Wireless. I think their headquarters is in ******* but our interaction was with their offices in *********** and ********, **.

  Business Response

  Date: 04/08/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have two iPhone and a Home Internet device in which you should be paying $25 each month per phones airtime plan and $35 per month for your internet. However, you are billed wrong upon purchasing the device and now your monthly plan. In addition, there is someones information in your account. You called multiple times to get it corrected but it is still left unresolved.
  
  Our record shows that we had a promotional offer for an iPhone 13 at $99 upon activating the device with a ******* plan and porting in a number, but this promotion does not offer the $25 bill upon renewal of service. However, we have another promotion that offers a 50% discount for customers airtime plan, but the phone must be a Bring Your Own Device.  
  
  Upon review, your Total Wireless account is active and well provisioned in the network. We have confirmed that you are using our branded iPhone 13 device and uses the $55 airtime plan. The usage report indicates that a service is being used.
  
  In an in-depth review, we found that your two lines are receiving the multiline discount. With the multiline discount,the first line will pay the full amount ($55) and the second line will have a $25 discount (lines must be in the same plan). Please be advised that the Auto Pay discount does not apply for multiline. Meanwhile, your Home Internet is also receiving its own $15 discount and a $10 discount for Auto Pay.
  
  We spoke with you on 4/04/2025 via phone number ************ and you confirm that issue about the price of your phone and information in your account has been resolved. However, you still have concerns about your monthly bills. With that, the aforementioned was discussed; the right discount has been applied to the account.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1317535570. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23104050
  
  I am rejecting this response because: we were told when we came in to switch our service that the amount would be $85 total--period. Our salesperson even verified that fact later when we started this whole process. There was outdated advertising that was not honored (and not our fault). In addition, we were made to pay almost $600 for our iphone 13s, not the $99 mentioned in the response from the company. They have been nothing but difficult to deal with, giving us the runaround at every turn. The stress of these past three months has been outrageous, with broken promises and having to constantly hound the company for a response. They are a poor company to do business with and are not to be trusted.
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/11/2025

  Dear ****** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 09, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you were told a different price when you transferred your service, and this was verified by the salesperson. And the product purchase did not reflect any discount and was told broken promises. In addition, the price of the phone was not what was mentioned in the response.
  
  Please be advised that the promotion wherein customers will be able to purchase an iPhone 13 for $99 when they activate with a 2-month plan, port-in their number, and verify their ID, is a limited-time promotion, which is valid from 11/21/2024 12/04/2024. Our records show that the device was purchased from one of our authorized dealer, and activated in January 2025.
  
  In addition, the 50% off BYOD Discount,is only applicable for BYOD (Bring-Your-Own-Device) phones. As per our previous response, the account is not eligible for the 50% off BYOD discount and is only receiving the Multiline discount.
  
  We attempted to contact you via phone number ********** and have sent an email to **************** on 4/10/2025, to discuss the matter with your complaint. We were unable to reach you via call;however, we received your response via email indicating that you decided not to continue with this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1317535570.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:03/23/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed order 2033-24W6TS1L38 on 02/24/2025 I changed my mind and refused delivery and it was delivered back to your warehouse on 02/28/2025. The tracking number is **** 1ZY902R60237368534 I still have not received my refund of $38.19 Please issue my refund. Thank you.

  Business Response

  Date: 04/02/2025

  Dear ******* *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 24, 2025 regarding BBB Case number ******** complaint.      
  
  Your complaint states that you decided to cancel the order you placed on 2/24/2025, and refused the delivery to return the package and get a refund. *** tracking number 1ZY902R60237368534 shows that it was delivered back to the warehouse on 2/28/2025; however, you still have not received the refund in the amount of $38.19.
  
  In our review, order ID # *************** shows that it was placed on 2/25/2025 towards a BYOP Sim card and a Total Wireless Service plan amounting $38.19. In addition, *** tracking number 1ZY902R60237368534 shows that the package was returned back to the warehouse on 2/28/2025. However,the refund request was not processed immediately. We apologize for any inconvenience this may have caused you, and we proceed with your refund request. Please note that refund requests will be processed within 3-5 business; however, it may take up to 30 days, depending on your financial institution.
  
  We attempted to contact you via phone number ************ and emails were sent to ******************* on 3/25/2025,3/26/2025, 3/27/2025, 3/28/2025 and 4/2/2025, to discuss the status of your refund request. However, we were unable to reach you and have not yet received your reply to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1317197615.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 04/04/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:03/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I thought to change my phone number out of panic then I realized that was a bad idea. I contacted Total Verizon and asked for my number back. They shut off service to my phone. For a week on Thursday 3/13/2025 if not resolved tomorrow. I spoke to multiple people I was asked for my IMEI number multiple times I was asked for my phone number multiple times. I was asked if anyone put my sim card in their phone I was told my number did not belong to the company (not true). The last time I spoke to the operators I was transferred four times and answered the same questions every time I was told to shut the phone off in ***************************************************** I cannot call 611 for customer support I have to use another phone. I am really upset and I feel like my time is being wasted and they do not want to help me.

  Business Response

  Date: 03/26/2025

   

  Dear ******* *****, 
  
  We have received and reviewed your Better Business Bureau complaint.  
  
  This response is in reference to your correspondence dated March 12, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you requested to get your phone number back; however, your phone service was cut off. Multiple representatives handled your case, but your concern remains unresolved. 
  
  We apologize for any inconvenience we have caused with the issue. We value customer feedback to support future improvements and to prevent similar issues from occurring in the future. 
  
  In our review, our records show that there was indeed an issue with your phone service during the retrieval of your phone number. Multiple updates have been made to your account to reactivate your service with your number but to no success. Thus, a replacement SIM card was issued to fix the issue. 
  
  We spoke with you on March 13, 2025, via phone number **************. During our conversation, you have mentioned that your service has not been working for three (3) days already. We have further checked your account, and we have found out that your SIM card was not completely activated in our system. Thus, we performed further troubleshooting and finally you confirmed that your service is now working. 
  
  We are delighted that we were able to assist you with your concern, and we appreciate your patience in working with us to resolve the matter. 
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* and ticket number 1316343490. 
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  
  Thank you for choosing Total Wireless.  
  
  Sincerely,  
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a legacy Total Wireless customers with 4 lines on the $100 unlimited talk/text and 100GB shared data plan. I want to purchase two new phones to replace existing phone. I have been unable to complete a purchase as the website requires that I purchase a new plan when i already have a plan. I have tried multiple time a week for weeks and I have called and asked multiple agents if i can order a new phone without the purchase of a plan. The last agent was extremely kind and tried many methods to order but ultimately was unable to do so. Additionally I have two $300 Off Phone Promo Codes purchased with points that are soon going to expire. If an order can not be placed for a new phone for use on my existing plan then i would like to return the two coupon codes and get back the ****** reward points. Thank you.

  Customer Answer

  Date: 03/11/2025

  This is not a duplicate complaint. Please reopen. I am grateful for the resolution to my previous service anctivstion conplsjnt but this is about purchasing.  Had hoped bbb could put me in touch with another skilled total wireless agent to resolve this purchasing issue.  Thank you. 

  Business Response

  Date: 03/25/2025

  Dear *********** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you redeem your Loyalty Rewards points to get two $300 off phone promo code. However, upon placing the order,the website requires you to complete the purchase with an airtime plan despite having an existing active service. Therefore, if this purchase will not go through, you would like to be reimbursed with the ***** rewards points spent.
  
  We spoke with you on 3/13/2025 via phone number ************** and attempt to process your order. However, the website prompted an error stating that the promo code has been redeemed. It was decided that you will have your rewards points back and escalation was created to have it done.Reference number **********. The points were added back the next day. A follow-up call was made on 3/18/2025 and we manage to successfully place your order. Order number 2035-S073E2RO2R. As per *** tracking number 1ZY902R60237989024,the package was delivered to your address on 3/20/2025. Another callback was made that day and you confirm to have the phone and preferred to activate it on your own.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1316277553. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:03/10/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Husband phone cracked and he only had it a week it on my plan with mine I've reached out to total no response he has his phone for his job purposes and needs a replacement asap

  Business Response

  Date: 03/24/2025

  Dear ****** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 10, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that your husbands phone cracked and that he only had it for a week. You reached out to Total Wireless customer service to get a replacement; however, you got no response.
  
  Please note that Total WirelessTerms and Conditions under Limited Warranty indicates that all new Total Wireless phones (except iPhones) are covered by a one (1) year limited warranty administered by Total Wireless. In addition, the Purchaser shall have no coverage or benefits under this limited warranty if the Product has been subjected to abnormal use, abnormal conditions, improper storage, exposure to moisture or dampness, unauthorized modifications, unauthorized connections, unauthorized repair, misuse, neglect, abuse, accident, alteration, improper installation, or other acts which are not the fault of Total Wireless, including damage caused by shipping.
  
  We reviewed your account with phone number ending in 5558; it is active and provisioned in our system. Usage Records also indicate that the phone is working and the service is being used.
  
  We spoke with you via phone number ************ on 3/11/2025, and discussed the aforementioned. We needed to verify the **** of the device, so you provided us with an alternate contact number ************, and attempted to contact you; however, we were unable to reach you. We made follow up calls via phone numbers ************,************, and emails were sent to ********************** on 3/11/2025,3/12/2025, 3/13/2025, 3/14/2025, and 3/18/2025, to discuss the status of your account and service concerns. However, we were unable to reach you and have yet received your reply to our emails. We need to speak with you directly to discuss this matter.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1316229201.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 04/05/2025

   
  Complaint: 23042958
  
  I am rejecting this response because:my husband phone isn't working and it's damaged he had to miss business work because phone not working 
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 04/14/2025

  Dear ****** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 07, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that your husbands phone is damaged and is not working.
  
  We reviewed your account with phone number ending in 5558; it has been inactive since 4/2/2025 due to non-renewal of service. In addition, you successfully ported out your phone number to another service provider on 4/3/2025, with Port-out reference number **********.
  
  We received your email response from ********************** on 4/8/2025, providing your alternate contact number ************. We attempted to contact you via phone number ************ and have sent you emails on 4/9/2025, 4/10/2025, 4/11/2025, and 4/14/2025, to discuss the matter with your complaint. However, we were unable to reach you and have not yet received your reply to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number 1316229201.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I switched from Verizon to Total Wireless last month. I did this for the "bring your own phone" promotion. The first month I was charged the appropriate amount with the discount applied. This month, my second month of service, I was charged the full service plan price with no promotional discount applied to my account. I also never received my 6 months of free ****** plus promised with the promotion. I have called customer service numerous times to resolve these issues. They employ people who have subminimal English language comprehension skills. It is like going round and round with a defective AI assistant. Everytime I ask to speak to a supervisor, I am hung up on. This company advertised certain promotions and has not followed through with their promises. If you search their BBB page or Reddit you will find this is a common issue with this company. I urge all consumers to seek any other mobile service provider as Total Wireless practices deceptive and illegal business practices.

  Business Response

  Date: 03/18/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you switch service provider because of the discount the Bring Your Own Phone (BYOP)promotion offered. However, you have not received the discount in your second month of service. You tried to ask assistance, but issue is left unresolved.
  
  Upon review, your Total Wireless account is active and is eligible for the Total Wireless 50% discount to new BYOD/**** customers. On 3/05/2025, an escalation was created with reference number ********** because the discount has yet to be applied. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. On 3/06/2025, a response was received, and promo discount has been applied.
  
  We spoke with you on 03/11/2025 via phone number ************ and aforementioned was discussed. In addition, we request to process your refund with reference number **********. Furthermore, we perform troubleshooting for your ****** Plus subscription and we made it work. Please know that refund has been approved with refund confirmation ID ********************* credit posting will usually occur within 3-5 business days, and you can contact your financial institution for the verification of this credit posting.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1316016810. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to formally submit a complaint against Total Wireless for what I believe are unfair business practices and ongoing technical issues that are causing significant inconvenience to customers.1. Forcing Customers to Stay on Higher-Cost Plans:In my recent interactions with Total Wireless, I have been unable to switch to a more affordable phone plan despite such options being advertised. When attempting to downgrade to a plan that better suits my needs and budget, I was either informed that the plan was no longer available or was blocked from making the switch without a reasonable explanation. This practice appears to be a deliberate attempt to force customers to remain on higher-cost plans, which I find both unethical and in violation of fair business practices.2. Unjustified Account Lockouts:In addition to the issue with plan options, I have been repeatedly locked out of my Total Wireless account without any clear reason or warning. These lockouts have occurred despite my account being in good standing with no missed payments or violations of the terms of service. Attempts to resolve this issue with customer service have been met with vague explanations and insufficient assistance, causing prolonged access issues and substantial frustration.The combination of these practices suggests either a deliberate strategy to extract more money from customers or a severe failure in customer service and technical support. Either scenario reflects poorly on Total Wirelesss business practices.I kindly request that the BBB investigate these issues and urge Total Wireless to:1.Restore access to affordable phone plans for existing ******************* a clear and transparent explanation for account lockouts and ensure they are resolved promptly.3.Improve the accuracy and helpfulness of their customer service responses.I appreciate your attention to this matter.Sincerely,Dr. ***** ******

  Business Response

  Date: 03/18/2025

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 06, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you have several concerns with Total Wireless about the practices and unsatisfactory customer service you have experienced. You were unable to select a downgraded plan, and were locked out of your account with no further explanation.
  
  We reviewed your account, and we found that the line ending in 0703 is part from a multiline-account with ********************. The account is properly set up with an e-mail with no changes and it also has properly set up the security questions.The line members are under a Total by Verizon Legacy Plan of $30.00 and $40.00.
  
  Please be advised, that Total Wireless has changed to a new image for customers; we are currently offering new unlimited plans within $40.00, $55.00 and $65.00 with different benefits depending on customers needs. In addition, customers are granted to receive discounts for the lines added to their account.
  
  As for the legacy Total by Verizon and Total Wireless customers, they will be able to see only their current plan and the new Total Wireless plans on My Account Online. Legacy Total Wireless plan are only available for direct purchase from customer care while legacy TBV plans will be available for direct purchase from us and national retail.
  
  We would like to advise you to take a chance for the new plans offered by Total Wireless. However, you can have assistance with the ******************** to check the legacy plans that we still offer or go to the nearest national retail store.  
  
  We would like to extend our apologies to you for the inconveniences you have experienced, we consider that it would be best to speak with you to clarify any concerns and also assist you with My Account as well.
  
  We attempted to reach you via phone number ************ on 03/07/2025, 03/09/2025, 03/10/2025, 03/11/2025 and 03/15/2025, and e-mails were sent to ************************ However, we were not able to speak with you and we have not received any response from you. 
  
  If you should still require assistance, you can contact an agent at ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1315937256.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.  
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:03/03/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Total is not giving me the discount that was advertised and they have terrible customer service. I signed and bought a sim as part of their 50% discount offer. My original order was a little more than $31 for the first month of service and the *** card. Now my first bill due is $50. Over the last week, I contacted them through their chat, *******, and called multiple times. Somehow in the middle of a conversation, the call ended and my line was deactivated. I'm currently on the phone with them again trying to get this sorted out.

  Business Response

  Date: 03/17/2025

  Dear ***** ******:  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March 4, 2025, regarding BBB case # ******** complaint. 
  
  Your complaint states that you signed up for the 50% discount towards a monthly service plan; however, you the discount did not reflect in your account. In addition, your line was deactivated while in the middle of contacting customer service.
  
  ******************** is offering a 50%discount to new Bring Your Own Device (BYOD) customers. This discount is guaranteed for a period of five years, taxes and fees included. To receive a full 50% discount on the Total 5G Unlimited and Total 5G+ Unlimited plans, the customer must enroll in Auto Pay within 30 days of activation. To be eligible,customers must purchase an eligible plan and activate their device through the ******************** website, Exclusive Stores, My Account app, IVR, and ******. 
  
  We reviewed your account with phone number ending in 1050, and found that it is active and provisioned in our system. Records indicate that your account is receiving the 50% discount offer.
  
  We spoke with you on 03/08/2025 via phone number ************, and discussed the aforementioned. You confirmed that everything has been corrected.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to Email Reference Number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:03/02/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We ported out a cellular phone line from Total Wireless in April 2024. We switched the line to ******** and kept the same number. The line has been active with T-Mobile ever since and we've paid all bills to T-Mobile. We recently discovered that Total Wireless never closed our account and still shows the number as "active" which is impossible- it is currently active on T-Mobile. Total Wireless has been billing our credit card via autopay since May 2024. We contacted customer support and they refused to take any action and simply restated that the account is still active. We contacted our bank (*****) and filed a dispute, however, they can only dispute charges made from November 2024 through present. We would like compensation for all of the months we were wrongfully charged, which is May 2024 through January 2025. We were charged $38.91 per month from May 2024 through October 2024, and it increased to $42.09 November 2024 through 1/2025.I've uploaded our April 2024 bill from T-Mobile reflecting the number as active (and ported in) with T-Mobile.

  Business Response

  Date: 03/17/2025

  Dear ******* ***:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated March *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you already ported out your number to T-Mobile in April 2024, however, Total Wireless is still billing you via Auto Pay. Therefore, you are asking for a refund on the said charges.
  
  Upon review, we found that your Total Wireless account with phone number ending in 9701 was enrolled in Auto Pay. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis. The record shows that the number remains active in our system until its deactivation on 2/26/2025. The deactivation causes the cancellation of your Auto Pay enrollment as well. Moreover, we found no port out ticket on the account but there is a record about wanting to port out the number. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future.
  
  We spoke with you on 3/10/2025 via phone number ************ and reiterated your refund request. Thus, we verified the usage report of the line in order to be able to process a refund. The refund was successfully process. Please know that refund credit will usually occur within 3-5 business days or depending on your financial institution. You can contact your financial institution to verify this credit posting.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1315614885. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have talked to two different representatives one when the phone first started overheating and one just a moment ago I just got off the phone with I could not get a word in edgewise with them I have a phone that's overheating turns itself off the flash doesn't work on the phone it turns the volume down all by itself but the representatives want to say to say there's an app running the background and the option only option I'm supposed to have is that turn my only phone in that I have that I wouldn't have to have to take care of my father ** doctor's appointments as well as my daughter and not have nothing until they decide to send me one back and I turn on tell them that will not work and they say that that is supposed to be my only option ** next option is going to be placing a lawsuit against this company and against Verizon wireless they are an entity of Verizon wireless by federal law they have an obligation to replace or repair this phone at no cost to me and that includes cost of life that includes cost of a medical appointment they don't understand how close they're about to come to get a lawsuit upon them they need a supervisor to give me a call if they wish to really rectify this problem now I'm really fed up with somebody trying to be rude and over talk me and I'm trying to explain things to them

  Business Response

  Date: 03/17/2025

  Dear **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated February 29, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have a defective phone and request a replacement for it.
  
  Total Wireless only accepts damaged handset returns for cell phones and SIM cards bought and/or offered on our official website. Your account has been reviewed, and a replacement request was issued for your damaged phone on 3/03/2025 per ******************* Ticket **********. However, an unexpected delay was experience in shipping your replacement device due to its availability. We do apologize for the inconvenience this may have caused ******** assured we are here to help.
  
  We spoke with you on 3/08/2025 via phone number ********** and we provide an update your phone replacement request created on 3/03/2025 as we spoke with your daughter. Since the original phone model is not available,you agreed to receive a comparable one. Thus, an update to the service ticket was made. We manage to get your replacement device shipped on 3/15/2025 with *** tracking number 1ZY870930200385964. Please know that delivery is schedule to be on 3/18/2025.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1315314617. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department