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:01/20/2024

  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 checked my total by Verizon acct tonight to see when my auto payment would come out of my bank account. I noticed it showed I only have 3 active lines. And the amount is $50/per line when I was just paying $119.81 for 5 lines. So I call them. Spent an hour and a half on the phone to ultimately be hung up on by "management" with literally nothing accomplished. In that hour and a half I was told "thank you for remaining on the line please hold while I continue to investigate" and that I didn't pay for the line I was speaking to them on even with bank acct proof and the transaction on my total by Verizon showing I paid my service on 12/27/2023. I was also told they could only locate 2 of the 5 phone numbers on my account.. not 3 lines. How does a phone company lose phone numbers on an account? And keep them active? Yet you can't easily add them back onto the account they're supposed to be on? And how is it they're in the business of communication yet drop so many calls with customers? One day I was hung up on 5 times. The amount of hours people spend on the phone.. should be compensated. I know I am not the only one. Perhaps the customer service reps are getting paid but the customers are not getting paid to spend hours on the phone attempting to fix problems that obviously the employees are creating. I told them to investigate that.. who removed the numbers from my account to begin with? Who had the authority to do that? I did not give my permission. And I did not do it. But no one can answer that. I ask for corporate and they all of a sudden can add them back on no problem yet here I am writing this complaint with zero resolution to the issue. All I want is my 5 lines added to my account and left there and to pay the $119.81 I am supposed to and have paid for those 5 lines in the past. But at some point hours on the phone is not going to be an option for me. Time is money. People shouldn't have to spend hours on the phone with this company to fix an issue. Period.

  Business Response

  Date: 02/01/2024

  Dear ***************************:
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 20, ****, regarding BBB case # ******** complaint.
  Your complaint states that you used to have five (5)lines in your account and when you checked it you realized that it only showed three (3) active lines. Consequently, you contacted customer support to resolve your issue, but they did not provide you with the required assistance.
  In reviewing your account, we have determined that a technical issue caused the system to separate the lines. In addition, you have not responded to our attempts to contact you at phone number ************ and email was sent to ************************************ 1/26/****, 1/27/****, 1/28/****, 1/29/**** and 2/1/**** .You did not provide an alternate number or account information. We searched our system by your name, contact number, email address and shipping address and were unable to locate an account related to the issue in our system.
  For assistance, contact an agent at ***********************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  Please refer to email reference number ******* or Ticket Number 1291302282. 
  
  Thank you for choosing Total by Verizon.

• Initial Complaint

  Date:01/17/2024

  Type:Order 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.

  Paid phone service night of January 16th ****. Morning of January 17th **** my service did not work I've contacted their customer service line 4 times so far and have not had my issue fixed. I am paying for a service I cannot use.

  Business Response

  Date: 02/05/2024

  Dear ***********************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/17/2024, regarding BBB case # ******** complaint.  
  Your complaint states that despite paying for your phone services on 01/16/2024, you were unable to use your service on 01/17/2024 as the service stopped to work. You contacted our customer support team several times aiming to have the issue resolved; however, they were of no help to the matter.  
  In reviewing your Total by Verizon account for the line with phone number ending in ****, based on the usage records for the last 30 days for service it does not appear that any service interruption has occurred, and it indicates that the device was properly functioning during the same period of time. However, it would be necessary to directly speak with you in order to determine the reason of the service issue reported in your complaint.  
  We attempted to reach you via phone at ************ and emails were sent to ******************** on 01/24/2024, 01/25/2024, 01/30/2024, 01/31/2024 and 02/04/2024. However, we were unable to reach you and you have not responded to our emails. 
  We appreciate your feedback regarding the negative customer service experience; we value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training. 
  We determined it would be best to establish communication with you with the aim of confirming if further assistance is required.  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.  
  
  Thank you for choosing Total by Verizon.

• Initial Complaint

  Date:01/17/2024

  Type:Product 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 ordered a phone January 1st from Total by Verizon's website somehow the address got mixed up and the *** guy couldn't find the delivery address. Apparently he couldn't find a computer or a phone either because I didn't receive any contact from *** or total by Verizon wireless I went in and corrected the address but rather than attempt to redeliver it total by Verizon requested that the phone be returned I wasn't informed of this I found out when after waiting for 10 days I hadn't received a phone and receive any calls or any type of correspondence. When I contacted them they told me that the return would be processed within 72 hours of their receiving the phone that was last Monday I still haven't received any refund and quite frankly I didn't want a refund I wanted the phone that I paid for. I cannot believe that a company in this day and age couldn't have sent me an email a text message a phone call to find out what was wrong with the address that they had and how to fix it I cannot believe that a company in this day and age could be this completely reprehensible irresponsible in discombobulated. I think that Verizon should get their name removed from this service as soon as possible before they ruin their good name

  Customer Answer

  Date: 01/20/2024

  Here's a copy of the email correspondence that I've had up to this point with total by Verizon. As of today I still have not received my refund.

  Business Response

  Date: 01/24/2024

  Dear *********************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 1/17/****, regarding the BBB Case number ******** complaint. 
  
  Your complaint states you ordered a phone on January 01, ****, and *** returned the package to our warehouse, as they could not find the delivery address and you were not informed of the situation. Upon contacting customer support, they explained that the device was already in our possession, and you should receive a refund within 72 hours; however, you have not received whatsoever.
  
  Upon investigation, the order ID: ********* was placed on 01/02/24 for a device and a *********************** $50 service plan for a total amount of $128.79, the system shows a refund pending made on 01/10/24 for $11.19 which corresponds to the taxes, but it was not processed yet. On the other hand, *** tracking #1ZY902R61328302458 and 1ZY902R61328302458 displays that the package was returned to our warehouse on January 08 at **********, ** since the street number was incorrect. 
  
  Since we could not locate a refund for the amount paid for the order itself, we created a refund ticket per #********** on 1/22/24 in order to obtain more information. Later on, the system indicated that a refund was processed on 01/10/24 for a total amount of $109.99 which means that you were already reimbursed the total amount of the order and the taxes. Please be informed that it usually takes within 3-5 business days for the refund to be processed from our end, but it may take up to 30 days to be reflected on your account depending on your bank.
  
  We successfully spoke with you via phone at ************, provided the above information and advised you to contact your bank for further assistance. However, while you were trying to get ahold of them, the call in our end dropped and although we called you right back, were routed to voicemail, a message was left, and an e-mail was sent as confirmation of the actions taken.
  
  If you still require assistance, you can contact us 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 1290723598.  Based upon the foregoing, we will close this matter unless we hear from you. 
  
  Thank you for choosing Total by Verizon.
  
  

  Customer Answer

  Date: 01/24/2024

  I have included a screenshot of my bank statement.  I can assure you that I have received no refund of any kind from total by Verizon. I have contacted my bank to verify that there is no mistake on their part.  Total by Verizon is now claiming that my bank made the error or that I received the money and I'm lying about it.  This seems to fall right I to line with their modus operandi up to this point.  Stall, lie, and distract.  Unless my bank made an error, once they verify that no refund was received I will send a copy of that in. I have been 100% forthcoming and honest.  I have nothing to hide which is often the case when one is telling the truth.  I haven't received one iota of proof from total by Verizon that any refund was made   I have only emails and their word which to this point has proven to be worthless.

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21155722
  
  I am rejecting this response because I've received no refund of any kind up to this point. I've enclosed the copy of my banking statement verifying that and once my bank verifies that they've received no deposit I will forward that along as well to establish my integrity and honesty and total by Verizon's lack thereof.
  
  Sincerely,
  
  *******. *******

  Customer Answer

  Date: 02/02/2024

  As of today, Friday Feb 2nd **** I have only received ***** of the ****** that I paid them 31 days ago.  In the very beginning of this entire ordeal I told the customer service rep that I knew that they were going to try and stall me out until the end of the billing cycle before refunding my money.  So far they have underwhelmed even my expectations.  Any business that needs more than 31 days to process a refund needs new management.  I am a veteran and I am homeless. I live in a tent next to the freeway.  I'm currently working with the VA to get into housing.  It is my responsibility to look for apartments and apply for them.  A properly functioning phone would be pretty handy.  I made them aware of my situation.  I made them aware how important it was that I either receive the phone I bought or the money back as soon as possible.  I made them aware of my situation and the personal cost to me each day I went without.  Knowing all of this they still have not paid me back.  In fact they have made no offer of any kind to make this right.  Oh and they also aren't refunding the shipping cost I paid.  So I don't know how to proceed. I just know that I don't want anyone else to have to go through this.  I worked in sales and cust svc for many years and I have never encountered such repugnant reprehensible, shady, dishonest, underhanded dealing in my life. 

  Business Response

  Date: 02/06/2024

  Dear *****************************,
  
  
  On February 6,2024 a credit was processed to your account for $123.84 concerning your return of order number 113136604.
  Please allow 3 to 5 business days to receive your credit to your account.
  
  All the above information has been provided so we will consider this matter closed.
  
  Thank you for choosing Total by Verizon.
  
  Sincerely,
  
  *************************
  Total by Verizon
  BBB Specialist 

  Customer Answer

  Date: 02/06/2024

   
  Complaint: 21155722
  
  I am rejecting this response because:

  I've been through this same song and dance before. Their investigation uncovered that the payment was processed Jan 10th and here I sit, 128 dollars poorer.  Before that I sat like a chump waiting for a phone that had been rerouted without my knowledge or consent.  It's been over a month since the phone was returned to their distribution center.  So I'm supposed to accept their so called resolution and then sit around waiting another month while they are off the hook? Fool me once shame on you, fool me twice shame on me.  I have no more documents to submit in support of my case.  Nothing has been done.  When the money hits my account I will close this out, but not one second before that.  To this point Total by Verizon has only done one thing consistently and that is lie.  They lied about the original refund, they lied about their investigation, and then sent me and my bank off on a wild goose chase to buy time.  For what reason I don't know.  My service is prepaid so I cannot think of a good reason that I had to wait until the next billing cycle.(which we have exceeded by at least a week btw).  My answer is no.  Your check is no good here. I'm afraid I can only accept cash in my account.  Until that happens, I'm afraid I will have to continue to escalate this matter.
  
  Sincerely,
  
  *******. *******

  Customer Answer

  Date: 02/07/2024

  Today I received payment In full in my bank account I would like to just point out It took 35 days total for me to receive my refund. And that they were deceitful and underhanded in all of Our dealings *************** time when they finally went through with what they said they were going to do.

  Prior to this, they lied to me about processing refunds. They lied to me about investigating what it gone on.  And wasted countless hours of my time. I am currently homeless and phone is absolutely integral to my finding some place to live into my safety.

  Money is also extremely important to me.  So while a $128 made me nothing to someone that has a lot of money, it could be the difference between life-and-death for someone in my situation.

  That is all

• Initial Complaint

  Date:01/16/2024

  Type:Customer Service 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 paid my daughters phone bill on Jan 6 for 30 days of service until Feb 6. Yesterday Jan 15 they deactivated her phone and she can't call or text or use data. I've called customer service 3 times today and they transfer my call and/or hang up on me.

  Business Response

  Date: 01/31/2024

  Dear ***************************,
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/15/24, regarding BBB case number ******** complaint.
  Your complaint states that your account was charged by Straight Talk Wireless without your authorization, and you want the money back on your account.
  By searching our systems, using information provided on your complaint; your name, address, email address and contact number, we were unable to find any account.
  We contacted you on 01/23/24 via phone to let you know that we need you to send the bank statement where we can see the charge. The email and the information provided was not enough for us to find the transaction in our system.
  We spoke with you on 01/31/24 via phone at ************ and tried to let you know that we need more information about the charge but,you refused our assistance as you did not want to speak with us.
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  Please refer to email reference number ******* or **********.
  Thank you for choosing Straight Talk Wireless. 

• Initial Complaint

  Date:01/15/2024

  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.

  paid payment on 1/4/2024 payment processed on 1/5/2024 for a family plan iao $110.89. My service was disconnected on 1/5/2024. I spoke with 5 or more representatives and the service was restored on. 1/6/2024. On 1/15/2024 I paid a past due amount for my Iphone 15 which due to nonpayment of the Iphone the service with total by Verizon was disconnected. I was advised by smartpay that Total by verizon has to restore service. I called total by verizon and was advised the bill wasn't paid so I need to process payment to restore service. I advised the payment was processed on 1/5/24 and the representative stated the reason the service was disconnected due to I need more minutes on the phone and I will need to speak with my bank. I advised my bank hasn't received a refund and the representative **** states I will have a free month of service due to the issue I have added with the company and the funds I paid on 1/4/24 would be refunded I have yet to have funds forwarded back to my bank. I collect reward points for making payments and playing monthly games I used those points to restore my service. I asked could he review notes and he stated he couldn't read the notes from prior calls. ****** ID#********* and **** ID#******

  Business Response

  Date: 02/09/2024

  Dear *************************,
  

   

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/15/2024, regarding BBB Case number ********  complaint.
  Your complaint states that on 01/05/2024 you paid $110.89 for the family plan and the service got disconnected on the same day. Upon contacting customer care and the service was restored on 01/06/2024. On 1/15/24 you paid a past due amount for a Lease to own program for an iPhone 15. Due to the non-payment her service on that phone got disconnected. Smart Pay informed you that Total By Verizon would reconnect her line. You contacted Total By Verizon customer care and was advised that the you needed to pay again. Due the inconvenience you were promised one month of service and a refund that she has not received yet. Therefore, you would like store credit.
  We reviewed your account and confirmed that the account was deactivated on 01/05/2024 due to a failed transaction. Additionally, after the phone line ending in **** was deactivated on 01/15/2024 due to the Regular Lease our records indicate that it was reactivated on the same day.
  We attempted to contact you multiple times to the contact number ************ and email sent to *********************** on 01/23/2024, 01/24/2024 and 01/25/2024, but we could not reach you.
  We communicated with you via phone on 02/09/2024 and you informed us that after the last renewal service was added you were experiencing difficulties while reviewing the billing of the lines on the account.
  Since, we worked on your account as per Ticket ********** and determined that as the last service plan was added was Shared plan, instead of the multiline plans, your account was modified. For more details on the multiline discount please contact customer support at
  We attempted to reach you multiple times on 02/09/2024 via phone and email; however, we were unable to reach you and you have failed to response our emails.
  If you 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 1291097785.
  Based upon the foregoing, we will close this matter unless we hear from you.
  Thank you for choosing Total by Verizon.          

  
  

  Customer Answer

  Date: 02/13/2024

  I spoke with a  few representative on 2/11/2024 due to the issue with my lines that started for the 1/5/2024 payment which was successful never to be returned by my bank. The payment processed. Since this date my lines which were a family plan has been broken into individual lines which now requires me to seperate for all lines. I advised that this is also causing issues with text message due to an error brought on by total by verizon on 1/5/2024. I have had an account with them for 8 years and I have never had the issue. On sunday  I was advised 2 times I need a new sim card which is why texting isn't working properly I provide a new sim to the first representative that advised I needed one only to be advised by another representative that a needed another sim card. All I want is my phones to work properly which again all the issues started 1/5/2024. The one phone that was disconnected on 1/15/2024 which required me to reactive the phone should not have been due to a family plan was paid on 1/5/2024 for all lines of service which was a part of a family. 

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21148838
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  Business Response

  Date: 02/22/2024

  Dear *************************,

  
  We have received and reviewed your complaint. An attempt has been made via phone to the phone number ending in **** but unsuccessful in reaching you.
  Based on the information provided we will need the Tracfone order number.
  We can schedule you a call back for immediate resolution of your concerns. To do this, we will need to get your preferred contact number and account information as per security purposes. What is a good contact phone number where you can be reached?
  An email has been sent to you and you may also reach me directly via email at **************************************.
  My hours of operation are Monday through Friday from 8:00 am to 5:00 pm EST.
  
  Thank you for choosing Total by Verizon.  
  
  Sincerely,
  
  *************************
  Total by Verizon
  BBB Specialist 

  Customer Answer

  Date: 02/22/2024

   
  Complaint: 21148838
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/14/2024

  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.

  After activation of the auto renewal system to auto renew my chosen plan id also used the app to make use of their tax time deal to purchase a new phone which despite several attempts at using the web site and the app along with customer service resulted with no change with my ability to view my purchase or its arriving date despite its tracking number or customer service help but when it finally arrived and several hours and extensive work on my part id finally gotten my number switched to the new phone which despite never once ever using close to my hotspot data limit id been informed id used both this months which is maybe a day past the mid point and the next moths which should have been held on reserve but as they excused their actions for so by the fact that id turned my renewal of my chosen plan on despite the fact it told me it was declined which is why I also bought the plan when id bought the new phone that id gone through the current month and the next despite that its supposed to be on a reserved states unthe next months boths hotspots data limit in half a month which ive never done and ive been denied any proof of despite every form and attempt by any methods. After countless attempts to speak to a supervisor to address the issue to be refused and after being refused the right to be transferred to human resources because every employee is crossed trained to do everything apparently even the newest employee which she stated tho she would refer me to a supervisor which is apparently the first thing their taught. That after countless calls and hours of waiting and being refused and ignored and hung up on it wasn't till someone I know got fed up of listening to the ******** an paying American citizen was subjective to that that person snatched my phone and started to be my lawyer and was filling charges if this was immediately fixed which it was.as an American paying for an American product along with taxes both ***************** I'm appalled treated so

  Business Response

  Date: 01/31/2024

   Dear *********************:

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/14/2024, regarding BBB case # ******** complaint.  
  Your complaint states that upon purchasing and new phone and having your phone number transferred to it, the airtime service you had bought and added to the reserve of your line was activated without your request; additionally, that you were unable to use the hotspot for said plan as it was incorrectly suspended.  You contacted our customer support team several times aiming to address the matter, but they were of no help to the situation.  
  In reviewing your Straight Talk Wireless account for the line with phone number ending in ****, it is active with our services. Based on the transaction and usage records for the last 30 days of service, it does appear that a service impasse occurred during that time. This could occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and proximity to buildings, foliage and other obstructions, weather and other conditions. 
  We have since updated our records for your account and can verify that your hotspot service is correctly provisioned; additionally, we performed troubleshooting steps to guarantee to avoid future impasses regarding the matter.  
  We contacted you on via phone number at ************ on 01/28/2024 and you reinstated the hotspot issue reported in your complaint as well as the several attempts to receive assistance from our customer support team with no success. We provided 30 days of airtime courtesy as per Reference Ticket No. ********** and you informed us that since your issue had been addressed, no further assistance would be required. 
  We appreciate your feedback regarding the negative customer service experience. We value customer feedback to support future improvements and will do our best to prevent similar issues from occurring in the future. 
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to ******* or **********. Based upon the foregoing, we will close this matter unless we hear from you.  
  

  Thank you for choosing Straight Talk Wireless.

• Initial Complaint

  Date:01/13/2024

  Type:Product 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.

  On January 3, ****, I purchased a ******* Galaxy A53 5G phone on the Total by Verizon website. For reference, my husband purchased a phone from Total by Verizon on October 28, 2023. It shipped out two days later on October 30, 2023, and he received it on November 1, 2023. The entire process took four days. So naturally I was expecting the same response time for the phone I ordered. Several days went by and I did not receive a shipping notice. So I called their customer service number and they told me that the order is in process and to call back in 3 to 5 business days. As instructed, I called back on January 12, **** which was nine days after placing my order, because I still had not received a shipping notice and my current phone is broken so I was hoping to get a new one as soon as possible. After speaking to three different people and finally being transferred to a manager in the corporate office, I was told that the phone is not in stock and they do not know when they will get them in. The website did not show that the phone was out of stock, back ordered, or for any reason not available in the company's inventory. I explained that the phone was still currently available for purchase on their website and if they knew that they didn't have them in inventory they shouldn't continue to sell them. I asked if they could issue a refund so that I could purchase a new phone and he said he could not issue a refund, I would have to wait for the phone to come in stock. I asked if they could just send me a different, but comparable, phone and he again said no, and that I would have to wait for the phone to come back in stock. So they have my $158.99 and refuse to give me a refund or send me a phone. In addition, I redeemed ***** points from my account to receive a $50 discount on the phone. The total for the phone was $199.99 less the $50 discount that I redeemed plus $9 in tax, I paid $158.99 on my ***** I could have used that toward my bill but now I am out that as well.

  Customer Answer

  Date: 01/17/2024

  This is additional documentation from the Total by Verizon official ******** page showing that they are refusing to refund another customer for their phones that were not in stock. 

  Business Response

  Date: 01/31/2024

  Dear *********************,
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 01/13/24, regarding BBB case number ******** complaint.
  Your complaint states that you purchased a phone on 01/03/24 and as of 01/13/24 you had not received the device. As it took so long, you decided to purchase a phone with another provider and now you want the refund for the phone.
  We were able to locate order information which reveals the phone was out of the stock, delaying the shipment. We spoke with you on 01/25/24 via phone at ************ and informed you that we created the request #********** to cancel the order, process the refund, and advised that it may take 3 5 business days to be processed.
  In our review, the order was updated with the *** tracking 1ZY902R60228758460 on 01/26/23 and the phone was shipped before the refund request could be processed. We spoke with you on 01/29/24 via phone at ************ and informed you that you need to refuse the package to continue with the refund process.
  The tracking shows that the deliver was rejected, and the phone is on the way back to the warehouse. We spoke with you again on 01/31/24 and let you know that once we receive the phone, it may take 30 days for you to receive the refund.
  For more assistance, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  Please refer to email reference number ******* or 1291246898.
  Thank you for choosing Total by Verizon. 

  Customer Answer

  Date: 02/02/2024

   
  Complaint: 21142050
  
  I am rejecting this response because: I have not received the refund or any documentation that the refund has been initiated. This is not a resolution, this is an update in which I am already aware. I understand that the refund may take up to 30 days, which I believe is extremely excessive seeing as you've already had my money for a month now. The phone has been received by your warehouse and I have attached the documentation. I will only be satisfied with the resolution of my complaint once the refund has been completed. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 02/15/2024

  Dear *********************,
  
  This is in response to the February 2, ****, rebuttal to Better Business Bureau Complaint:21142050. 
  
  Thank You for contacting us about the credit for the returned order. We apologize for any inconvenience.
  
  A check of our **************** confirms that a credit was processed on Feb 03, ****, for the Amount: ******. Please use Transaction Reference Number: 40332722IS38I4IF to confirm the credit with the credit card company. Credits may take up to 30 days to process, we do not have a way of ******* the process. If you have not received the credit withing 30 days , check with the financial institution, and then contact us, if necessary.
  
  For question or further assistance, the next available Response agents are available to assist with the complaint at ************** and enter Extension ****, when prompted. For your convenience, our representatives are available Monday to Sunday from 9:00 AM to 7:00 PM EST. Please refer to Ticket number ********** as a reference.
  
  Thank you for choosing Total by Verizon to provide cellular service.
  
  ************************* | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

  Customer Answer

  Date: 02/17/2024

   
  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.

  I have confirmed receipt of the refund in my account. Thank you for your assistance in this matter. 

  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:01/13/2024

  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.

  Broken phone still under warranty. Being run around. Will not forward information. Will not allow me to talk to supervisor.

  Business Response

  Date: 02/07/2024

  Dear ***********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 13, ****, regarding BBB case # ******** complaint.
  
  Your complaint states that you have a broken phone under warranty and customer support has not provided you the required assistance to replace it.

  We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. Our records indicate that you contacted customer service several times. The customer service interaction records show that we discussed your request to obtain further information to purchase a phone during the calls. We apologize for any inconvenience the customer may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  As a result, we spoke with you via phone at ************ on 1/25/****; your informed us that you already purchased  a phone. The account usage records indicate the device is working properly.

   

  As courtesy, we offered to provide you with 30 days of airtime on your account for the phone number ending in ****. However, you declined the offer. 
  
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.

  Thank you for choosing Total by Verizon.

• Initial Complaint

  Date:01/13/2024

  Type:Service or Repair 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.

  January 12 I gave Total By Verizon a call because my husbands phone had no service. Which he paid for service for both of our phones for the month of January. We were in the process of switching carriers on the 9th, but were told there would be no interruption until we activate when we receive the *** card. When I got a hold of a representative I explained to him the situation, he kept telling me he was looking into it, asking me more questions about the ***** Then he asked about my phone because mine still had service, when he asked for the **** for my phone he told me hes looking into it & hung up on me. Now this isnt the first time that they do this, they have done this repeatedly in the past. Ive had this carrier for 4 years. As soon as he hung up on me, he disconnected my service on my phone. I could not even call them back. My husband is a rural carrier, if he had been out there in this snow storm with no cell phone service, oh this would have been much more than a complaint.

  Business Response

  Date: 02/08/2024

  Dear *************************, 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 16, 2023, regarding BBB Case number 21140754.
          
  ******************** complaint states that both her and her husbands phone number got deactivated on January 12 as they were is the process of porting their number to a different carrier since the 9th. She was promised that their service will not yet disconnected, nevertheless, it was. Hence, she asked for a refund of the service she used.
  
  On our call with **************** on 02/05/2024 through phone number **********. she stated that they requested to have both her and her husband's number ported-out from Total by Verizon on 01/09/2024 however, she added that their service was disconnected even still they are awaiting for the phone and a SIM to be provided by their new carrier. Contrary to what her new service provider's representative stated. 
  
  Per review, both **************** and her husbands phone number are no longer active with Total by Verizon. Transaction record shows that the last service added for both lines is $60 Total Wireless Unlimited Talk, SMS purchased on 12/30/2023 at 8:13:56 PM preference number BRM20231231059259879. We thoroughly review the transaction history for ESN *************** and was deactivated on 01/09/2024, after the port-out request ticket ********** was granted on 1/9/24 8:13 PM. This indicates that her phone number was immediately released from our service due to the request made by her new carrier, thus; rendering her last service under Total by Verizon disconnected. This also happens to her husband number on 01/12/2024. 
  Report confirms usages for the service on the dates 12/31/2023 to 01/12/2024 for both numbers.    
  
  A follow-up call to **************** on 02/07/2024 through number ********** at 03:28 PM EST was not successful, also  sent an email  r via  ************************************. 
  
  For further assistance,  ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
   
  Please refer to ticket number 1291108062.
   
  Thank you for choosing Total by Verizon
                                                                                                                                                                        
  Sincerely,
  Executive *********************

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21140754
  I am rejecting this response because:
  I did not receive a call from them like that had mentioned. I saw the email which I called them, the representative I talked to told me because I used the service they cant provide a refund. The scheduled withdraw date was January 6, they took it out December 30, what is up with that? In the transactions it always says withdrawal date the 6th. The other provider said that there would be no interruption of service with Total By Verizon. 
  Sincerely,
  *************************
  *************************

  Business Response

  Date: 02/12/2024

  Dear *************************:
  

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated January 16, ****, regarding BBB case # ******** complaint.
  Your complaint states that your husbands service was disconnected on January 12th as you were in the process of switching carriers in the 9th and you were told that there would be no interruption. You contacted customer support, but the service was not reconnected and now you are requesting a refund.
  We reviewed your Total by Verizon account, and it indicates that you had two active numbers with the $60 2-line shared plan, which includes 30GB of *************** and Unlimited Talk, Text for 2 Lines with 30 days of service. The phone number ending in **** was deactivated on 01/09/**** because it was ported out to another service provider according to our reference ticket number **********. Then, after the phone number ending in **** was ported out, the services were deactivated with it and the phone number ending in **** was removed from the service plan, causing the deactivation of the services of your husbands phone on 01/12/****. We apologize for all the inconveniences this situation may have caused.
  We have contacted you on 02/10/**** to the phone number **********; we have successfully authenticated your account and reviewed all the aforementioned records. You have been informed that due to the status of the situation presented, we can make an exception and request a partial refund for the services not used on the phone number ending in **** and you agreed.
  On 02/12/**** a refund for $19.6 was processed according to the refund confirmation ID 42943598GSJ49EXB and ticket number **********. We spoke with you and let you know that this credit posts usually occur within the next 3-5 business days after being processed. You may contact your bank for verification of this credit.
  If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.  Please refer to email reference number ******* or Ticket Number 1291108062.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Sincerely,
  

  
  

  Customer Answer

  Date: 02/13/2024

   
  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:01/13/2024

  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 bought a phone from total by verizon and i have called many times and my phone still isnt on when i oaid for a service plan

  Business Response

  Date: 01/29/2024

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 1/13/2024, regarding the BBB Case number ******** complaint.
  
  Your complaint states you have purchased a phone from Total by Verizon and have been unable to activate it despite having paid for a service plan.
  
  We searched by your name, e-mail address and contact number and were unable to locate a Total by Verizons account. Therefore, we attempted to communicate with your multiple times via phone at ************ and e-mails were sent to *********************** on 01/25/24, 01/26/24 and 01/28/24; however, we were unable to speak with you and although you responded providing an estimated time to be contacted at, we could not reach you. We advised you via e-mail to contact us at your earliest convenience for further assistance.
  
  If you still require assistance, you can contact us 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 1291247616.  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Total by Verizon.