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:10/24/2024

  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 purchased a cell phone with lost & stolen insurance for my 12 year old son. He lost his phone in a remote area. We did not realize that his location finding with his iPhone did not work as our US Cellular carrier had service. Due to this we assumed it was stolen as it disappeared quickly after arriving in a public place and location finding was off. When calling to report it stolen, was told it only covered if the phone was broken, not misplaced or stolen. They requested two recent most dialed numbers which I provided multiple times before they finally accepted it. They could not specify why the numbers in the recently dialed and messages were not validating. After she marked it as stolen, she said there is a lost and stolen insurance that we offer, but we cannot check if you have it because the phone is inactive. We found the phone shortly after. I called to reactivate and they said we could not authenticate the account because there was not an email on file. The recently dialed numbers would not validate. They said I could go to the website to update our email, but I could not because the account was not activate. I tried to reactivate but I could not because they could not authenticate me. I offered to give my credit card statements proving I have paid the monthly fees, provide my mailing address, my phone number etc. and they said the only way to authenticate who I was is email, 2 most frequently recently dialed numbers and the pin (which I had). Since my account is blacklisted and they never collected an email, and the phone is not active to make any calls or text messages through cell carrier, I cannot get the phone off the list. They have in essence stolen my cell phone and misinformed me in multiple steps along the way. -misrepresented stolen/lost insurance -missing info from account set up -invalid info when marking the phone as stolen (ie. Why was my email not collected then?)-unreasonable validation options. (I have many other ways to prove who I am)

  Business Response

  Date: 11/15/2024

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 24, 2024, regarding BBB case number 22466877.
  
  Your complaint states that you bought a phone with lost and stolen insurance for your son, but when it was lost, you were told the insurance only covered breakage. After finding the phone, you couldn't reactivate it due to missing email information,despite offering other proofs of identity. The process and validation options left you unable to remove the phone from the blacklist, and you felt misled and mishandled by the company.
  
  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. Please be advised Total Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We reviewed your Total Wireless account; it has been inactive since 8/18/2024 because it was reported as lost/stolen. A ticket was created to remove the device from the blacklist and be eligible for activation, on 10/23/2024 with reference ticket number **********. The device was removed from the blacklist; however, prior completing this request and reactivate the phone, account authentication is required.
  
  We spoke with you on 11/8/2024 via phone number ************, and discussed the status of the account.However, you failed to validate the account. Therefore, we requested further account information and submitted and escalation to proceed with this request.
  
  We received approval to complete the request and reactivate the phone on 11/15/2024, so we contacted and spoke with you via same contact number; however, you mentioned that you currently do not have the device and would just call us back once you have it.
  
  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 **********.
  
  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: 11/27/2024

  Hello,

  Total by Verizon has still not resolved my issue. They claimed that they were able to deactivate my phone and removed me from the black list but the phone is still listed on the black list.

  I am at a loss for what should happen next.

   

  Thank you,

  *****

  Customer Answer

  Date: 12/02/2024

   
  Complaint: 22466877
  
  

  Total by Verizon has still not resolved my issue. They claimed that they were able to deactivate my phone and removed me from the black list but the phone is still listed on the black list.

  I am at a loss for what should happen next.

   

  Thank you,

  *****

  
  
  

  Business Response

  Date: 12/12/2024

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 2, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your devices issue remained unresolved; your phone is still in the blacklist.
  
  Note that once the device is reported lost/stolen, the serial number will be placed on a national database which prevents wireless carriers from activating it in the network. A request must be submitted to remove the device from the blacklist once recovered.
  
  We reviewed your account; the phone with IMEI number ending in 4434 has been inactive since 8/18/2024 after it was reported lost/stolen. However, a ticket to remove the device from the blacklist was already created on 10/23/2024, and our records show that the restriction has already been removed.
  
  We need to speak with you directly to further investigate this matter. In addition, Total Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We spoke with you on 12/11/2024 via phone number ************, regarding the status of your account and service concerns.However, you mentioned that you are not available and that you would contact us once you are available. As of this writing, we have not received your call, or your reply to the emails we sent to ********************************.
  
  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 1308484417.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Business Response

  Date: 12/12/2024

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated December 2, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that your devices issue remained unresolved; your phone is still in the blacklist.
  
  Note that once the device is reported lost/stolen, the serial number will be placed on a national database which prevents wireless carriers from activating it in the network. A request must be submitted to remove the device from the blacklist once recovered.
  
  We reviewed your account; the phone with IMEI number ending in 4434 has been inactive since 8/18/2024 after it was reported lost/stolen. However, a ticket to remove the device from the blacklist was already created on 10/23/2024, and our records show that the restriction has already been removed.
  
  We need to speak with you directly to further investigate this matter. In addition, Total Wireless customer account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated.
  
  We spoke with you on 12/11/2024 via phone number ************, regarding the status of your account and service concerns. However, you mentioned that you are not available and that you would contact us once you are available. As of this writing, we have not received your call, or your reply to the emails we sent to ********************************.
  
  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 1308484417.
  
  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:10/20/2024

  Type:Sales and Advertising 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 am writing regarding my phone service with Total By Verizon. On 10/19/24 I purchased the $30 phone plan which includes 5gb of data. I also had 3.63gb data left from an add on data package which carries over to the next month. After about 5 minutes of barely using any data all my data (8.63gb) was drained from my account. This is not the first time this has happened. The data on the plan seems to just get drained out even when it was not used.

  Customer Answer

  Date: 10/20/2024

  Update: This issue has been resolved. 

  Thank you.

• Initial Complaint

  Date:10/17/2024

  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 signed up with ************************** for the BYEBYETMOBILE $15 a line for 5 years promotion. I ported 5 lines from T-Mobile.I am having issues with the billing. As well as not getting the promotion for all my ******** seems that two of my lines are getting the ************ other 3 lines are on a Multiline Discount which is something different than the BYEBYETMOBILE promotion.I would like all 5 lines to be on the BYEBYETMOBILE. That way in case in the future I do any kind of changes to one of the lines, the others wont be affected.Also, the bill now changes from $125 down to $80. My bill for 5 lines should be no more than $75 .. $15x5lines.I hope I can get this resolved quickly.

  Customer Answer

  Date: 10/21/2024

  I got a call from ************************** on Friday the 18th. Seems like they did fix part of the problem, at the time I thought it was all fixed.

  Later I realized, that when I turn AutoPay/Auto-Refill ON, the promotions go away and my cost goes up to $110. It should be no more than $75.

   

  Again this is in regards to porting 5 lines from T-Mobile to get the BYEBYETMOBILE promotion for 5 years $15 per line.

  Business Response

  Date: 10/22/2024

  Dear ***** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 18 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you signed up for Total Wireless by porting five lines from T-Mobile to avail the $15 plan per line; however, three of the lines are not receiving the discount.
  
  Please be advised that you can activate between 2-4 lines and receive the promotional pricing, provided that you meet the promo requirements. Additional lines (5+) follows normal multiline pricing.
  
  We reviewed your Total Wireless account; all lines are active and provisioned in our system. We confirmed that all the lines were ported from T-Mobile; however, per Transaction History, some of the lines were having the multiline discount instead of the $15 switcher promotion discount. We apologize for any inconvenience this may have caused you. Per account history, a ticket was already created to update the account,and we confirmed that all lines now has the $15 promotional discount applied.
  
  We spoke with you via phone number ************ on 10/18/2024, and discussed the status of your account, and you confirmed that the issue has been resolved.
  
  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 1307265112. 
  
  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:10/15/2024

  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.

  Signed up for a monthly fee of $30 for 2 lines of service, could not activate online, so I called ***************** The *** completed the setup, but apparently put me in a different plan than the promo. I filed a ticket with them **********, but now they say there is nothing they can do about it since I didn't activate the lines online only. However, there was no way to activate the lines online only, as it required a pin for the plan and they never provided a pin. I think they should honor what they advertised.

  Business Response

  Date: 10/21/2024

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 15, 2024, regarding BBB case # ******** complaint.
  
  Your complaint states that Total Wireless offered a $15 per line per month under the BYE BYE TMOBILE promotion.However, you have not received the discounted amount for your 2 lines.
  
  Total Wireless is o?ering a promotional deal of $15 per line per month to new Bring Your Own Device (BYOD)customers who switch at least two lines from T-Mobile, *********** or Metro by T-Mobile.
  
  In reviewing, your order number ********* was placed on 9/5/2024; it was for two (2) BYOP SIM cards and two (2) $55 airtime plans. As per *** tracking number 1ZY902R60233263994, the package was delivered to your address on 09/10/2024. Our records show that you ported your number ending in 7968 and 1497 on 9/20/2024. With that, an escalation was submitted on 10/18/2024 to apply the discount on your account. Reference number **********.
  
  We spoke with you on 10/20/2024 via phone number ************ wherein you were informed that the promotional discount has been applied to your account, and you were able to confirm this information through your My Account access.
  
  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 1307188498. 
  
  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:10/15/2024

  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 September 20, 2024, I purchased a data package worth 30 USD from Total Wireless. It doesn't work, and I wasn't able to use it. On that day, I received an email message thanking me for creating an account with them for the cell number ending in ************. The email has links to 'my account' or 'support'. When I click them, I only reach an error blank page. Therefore, I wasn't able to resolve anything. Now that I left the ***, I cannot use this package abroad even if they somehow made it work. In conclusion, I would like a refund.Thank you in advance for your help,Funda Inceer

  Business Response

  Date: 11/05/2024

  
  Dear Funda Inceer:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 15, 2024, regarding BBB case number 22417715.
  
  Your complaint states that you purchased a $30 data package that you were not able to use.
  
  Please note that Total by Verizon account authentication policy operates under strict security standards to protect the integrity of its customers' information. Any changes to an account must be authenticated. Therefore, authentication is required in order to process a refund.
  
  We reviewed your account and found that it is currently deactivated due to non-renewal of service. We verify the usage report and confirm that the plan to activate the phone was never used. Thus, making you eligible for a refund. With that, it would be best for us to speak with you directly.
  
  We attempted to contact you multiple times via phone at ************ on 11/02/2024 and an email was sent to ****************** however, we were unable to speak with you and you have not responded to our email.
  
  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 1308134685. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total by Verizon. 
  
  
  Sincerely, 
  
  Executive Resolution Department 
  
  

  Customer Answer

  Date: 11/21/2024

   
  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,
  
  Funda Inceer

• Initial Complaint

  Date:10/14/2024

  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.

  ** offers a 50% off promo, even honors it for the first month on all lines, thenAFTER they have taken control of the phone numbersdoesn't apply it to lines beyond the ********'s blatant bait and switch, as this is not disclosed on signing up. The fact that they honor the price for the initial period makes it obvious that it's not an oversight, it's intentionally misleading.I am filing this complaint in advance of legal action, but this is CLEARLY actionable.

  Business Response

  Date: 10/25/2024

  Dear **** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October *******, regarding BBB Case number ******** complaint. 
  
  Your complaint states that Total Wireless offers a 50% off promo and honor it for the first month on all lines, then after they have taken control of the phone numbers the promo only applies for the first number on the next payment.
  
  As reviewed, you purchased the *** activation kit on 10/11/2024 as per Order ID number ********* and received the 50% BYOD promotion during the order. You then ported your numbers on 10/11/2024 as per ticket reference number ********** and **********.
  
  We attempted to contact you via phone number ********** on 10/16/2024 and 10/17/2024 but with no success. However, you responded to the emails sent via **************** wherein it became your preferred communication. We provided you with our initial investigation and we both agreed to file an escalation for your lines to receive the discount. On 10/22/2024, a positive response to the escalation was received and your account was updated. We provided you with information about this through your email as well.
  
  To this date, the Total Wireless account is active. The record shows that your two lines with phone numbers ending in 3895 and 3894 are enrolled in Auto Refill and you are set to pay $60 on your next refill date for the two $55 airtime plans. The discount clearly shows that it is being applied.
  
  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 1307130927.
  
  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: 10/28/2024

   
  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:10/13/2024

  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 ported my phone number over just for them to tell me my phone wouldn't work. No problem I used another phone and they said give it a few hours to update. It has been about 4 days since I purchased a Total Wireless plan and now when I call to speak to an agent they say my phone number isn't even in the system! Not only do they say my phone number doesn't exist when I asked what would it take to get a new phone number they said you'd have to buy a new service plan. It has been nothing but endless calls to support and online chats. They don't care if you have service or not.

  Business Response

  Date: 10/25/2024

  Dear ******* *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 13, 2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you ported your phone number over to Total Wireless and were told that your phone would not work so you use another device and were told that your phone number is not even in the system. You tried activating your phone with a new number but were told that you needed a new service plan.
  
  In reviewing,the Total Wireless account with the serial number also known as IMEI number ending in ********************************************** 2703. It is active to a Bring your Own Phone device. Our record shows that a system error was encountered during the phones activation and escalation was made to fix it. Reference number **********. We do apologize for the inconvenience this concern may have caused you and will do our best to prevent similar issues from occurring in the future. Based on our records, the phone was completely activated on 10/14/2024 and we reissue your plan. The usage report of the account also shows that the service is being used.
  
  Addressing your complaint, we attempted to contact you via phone number ************ and e-mail *********************** on October 15, 28, 19, 21 and 25 of 2024, but we were unsuccessful. We have not heard from you, and you did not respond to our emails.
  
  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 1307079454. 
  
  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:10/09/2024

  Type:Delivery 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 made a purchase from Total Wireless online on 10/01/2024 (Order number:2307-L70LS7I07E). That same day I had two pending charges on my credit card. One for $86.49 and $165.99. I contacted Total wireless customer care on 10/01/2024 and was advised that the $165.99 pending charge would not process and they only amount I would be charged would be $86.49. The conversation with the customer service representatives did not make sense, as they never asked for my email or order number. When I offered my order number, they were dismissive. So after ending the call with this representatives, I called again. This time I spoke with a different representatives that did ask for my order number and verified my order details. He advised that I had indeed been charged for two devices, but that he could not cancel the $165.99 order. He advised that when the ordered shipped that I refuse delivery. The next day (10/02/2024) I received the first order and when *** attempted to deliver the second order, but I refused the delivery. I contacted Total wireless customer service on 10/08/2022 to inquire about the refund to my credit card, and have received the run around. I was last advised I would be contacted by someone from their warehouse facility. I have not been contacted and I do not believe the representatives at this point.

  Business Response

  Date: 10/21/2024

  Dear *** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/9/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you placed an order from Total Wireless Online once on 10/1/2024;however, you found out that your account has two pending charges. You received the first order and you refused the second order per advised, to get a refund.However, you still have not received the refund yet.
  
  Per Transaction History, we found two orders placed on the same date mentioned. With this, an investigation was opened on 10/11/2024, with reference service ticket **********. Per ticket update, an escalation was submitted and on 10/16/2024, a refund for the second order amounting $165.99 was processed, with Refund Confirmation ID: *********************** credit posts usually occur within 3-5 business days after processing;however, it may take up to 30 days for you to see it reflected on your account,depending on your financial institution.
  
  We attempted to contact you via phone number ************ and email ***************** on 10/19/2024, and 10/20/2024,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 ****. 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:10/08/2024

  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.

  Purchase transaction date: 9.27.2024 ($313.94) Total amount spent for the complaint is $133.95 (phone plan charge)Plan purchased: 4-line discount Line 1: $13.30 Line 2: $22.17 Line 3: $26.60 Line 4: $44.33 Total Wireless couldnt physically get all 4 of our lines onto the plan we purchased due to their own technical difficulties. We spent over 8 hours, spread over 4 days trying to get our plan correct. So, instead of paying approximately $106.42 for the Sept-Oct cycle, we had to pay $195 for only 3 of us to be on separate plans all because Total Wireless couldnt figure out how to get the 4th line transferred over. Total Wireless attempted to add all our lines to one account approximately 17 times over the phone before I asked for a refund. They are denying any refund as 3 of our lines have been using the service for 2 days already even though they are the ones that couldn't figure out how to add all 4 of our lines. Beyond frustrated!

  Business Response

  Date: 10/30/2024

  Dear ****** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/25/2024, regarding BBB Case number ******** complaint.
  
  Your complaint states that you ordered a phone and four service plans to activate a total of four lines into your account; however, not all lines were activated. You asked to get a refund;however, your request was denied due to service usage.
  
  Please note that Terms and Conditions indicate that Total Wireless airtime, used or unused, has no monetary or cash value.
  
  In reviewing your account we confirmed that you placed an order with Id Number 9030-107AI1A0TL on 09/17/2024 in the amount of $313.94, for four (4) service plan of $65 each, three (3)Bring Your Own Phone (BYOP) SIM cards and an iPhone SE 3rd generation 64GB.
  
  Our records show that the phone was activated on 9/20/2024, with phone number ending in 9854; however, it was deactivated on 10/12/2024 after a successful port-out request, with reference Port-out number **********. The **** SIM cards were also activated with the phone number ending in 2922 and 1307, and got deactivated due to transferring to another service provider. In addition, Usage Records indicate that there is service usage in the account.
  
  We spoke with you via phone number ************ on 10/25/2024, and discussed the status of the account and your refund request. You mentioned that you were unable to activate the line ending in 2922, and decided not to continue with the service, ported out the activated lines, and would like to get a refund. However, per Terms and Conditions,airtime is non-refundable. Moreover, we found service usage in the account.
  
  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 1307599709.
  
  Based upon the foregoing, we will close this matter as a resolution was provided. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 10/30/2024

   
  Complaint: 22335438
  
  I am rejecting this response because it wasn't resolved.  Because I used the service for some days before I switched, they don't want to refund any money (I had to stay on because I wouldn't have service otherwise).  Since they couldn't get me on the same account as my sons, I got charged more because I was on my own account.  We originally bought a 4 line plan so it would be cheaper.  We never got the discount because Total Wireless couldn't merge me with my sons to get the line discount.  We never ended up merging our 4th line because we were nervous they wouldn't be able to add it like they couldn't add mine.  So, as a result we got charged for my separate line.  The customer service was so robotic!  I spent over 6-8 hours with over 6 different people promising they would be able to fix it.  So frustrating!  We will never suggest Total Wireless to anyone.  Especially since they don't want to make it right.  
  
  Sincerely,
  
  ****** *****

  Customer Answer

  Date: 10/30/2024

  This company has screwed over so many people and something needs to be done.  I would highly suggest looking into their business practices.  Stealing money from hard working folks because they couldn't get their s*** together is hardly good practice.  Any good business is willing to refund money that is rightfully not theirs.  Shame on them!

• Initial Complaint

  Date:10/08/2024

  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.

  Total Wireless $15/line promo x4 lines. Placed order 9/24 $69, received pSIMs 10/3, activated by 10/5 - took many hours on Chat and CS porting **** over 3 days.Fulfilled all promo conditions, but as if 10/8 the renewal amount is $107+ rather than ~69?CS is no help, keep saying just wait.

  Business Response

  Date: 10/17/2024

  Dear **** *********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 08, 2024, regarding BBB case number ******** complaint.
  
  Your complaint states that you placed an order to qualify for the $15 per line promo of Total Wireless. You activated the lines; however, the service renewal amount is still not reflecting the amount with the promotion, and you were always advised to wait when asking customer service for assistance.
  
  ******************** is o?ering a promotional deal of $15 per line per month to new Bring Your Own Device (BYOD)customers who switch at least two lines from T-Mobile powered carriers. This price is guaranteed for a period of 5 years, taxes and fees included. This is only available at Total Wireless exclusive stores and on **************************.
  
  We reviewed your account; all four lines are active. Our records indicate that you successfully followed the mechanics to be eligible for the promotion; however, the discount is not reflecting yet. Please be informed that for new Total Wireless BYOD activations who have not yet received the discount (TW $15 BYOD Switcher Offer) are reviewed for account eligibility, the promotion will be applied prior to the second billing cycle.
  
  We spoke with you via phone number ************ on 10/08/2024; we discussed the status of the account and service concerns.We created the service ticket ********** to review your qualification for the promotion and update the account. The account was reviewed and verified that you qualified for the promotion, and consequently, account was updated and promotion was applied.
  
  We spoke with you again via same contact number on 10/16/2024, and you confirmed that the discounted price for the next billing shows on the account.
  
  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 ******* Ticket Number 1306692812.
  
  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: 11/04/2024

  This issue has been satisfactorily resolved.

  There have been more glitches since but now things seem as they should be.

  Thanks to all concerned for your help!

  **** *********

  Customer Answer

  Date: 11/04/2024

  This issue has been satisfactorily resolved.

  There have been more glitches since but now things seem as they should be.

  Thanks to all concerned for your help!

  **** *********