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Business Profile

Wireless

Total Wireless

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 20 total complaints in the last 3 years.
  • 20 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2025

    Type:Product Issues
    Status:
    Unanswered
    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 6-17-2025,Total Wireless took payment for my prepaid phone service but was an error on there end and never fixed my service. I had to switch to a new phone service. I called and asked for a refund but first they wasn't able to refund money in my "Wallet" and now they have deleted my account but still shows $80 dollars in my wallet.

  • Initial Complaint

    Date:06/29/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 filing a complaint against Total Wireless because my phone service was disconnected before my due date (July 1, 2025) for two months in a row, even though I paid on time.Each time, when I make a payment, the funds go into my Wallet, but are not applied to reactivate my service, leaving me without service. I reached out through live chat, phone calls, and followed all troubleshooting steps.On June 28, I was disconnected again despite having paid. I spent over 2 hours and 20 minutes on a phone call with support (screenshot attached) and another 1.5 hours in chat, being bounced between agents and getting no resolution.I have paid. I have done everything required of me. Yet I was left without working service and wasted hours of time trying to get help. This is unacceptable.I am requesting:Immediate restoration of my service A correction to ensure my plan doesn't disconnect early A credit or refund for lost days Accountability for poor customer service and failure to apply my Wallet funds correctly I have a complete chat conversation and screenshotof the hold if needed.

  • Initial Complaint

    Date:06/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    As I sit here typing, I have been on hold with Total *** useless) Wireless Customer Support for over 2 and a half hours. I keep hearing on their recording how important I am to them. BS! Do they even have anyone who answers the phones? I am having a very specific issue with receiving texts from some numbers, like my bank, which are critical to me. I've already done the trouble shooting with the bank and they say it's my carrier blocking the number, as texts come through from other numbers, and that has been confirmed by our testing. I've tried TW's "chat" function and want to scream. First of all, they want you to enter all sorts of information they already have, which is virtually impossible to do via a phone text. I then asked repeatedly to have the call escalated to a manager/supervisor after the first guy wouldn't even check the issue. I was refused escalation by the first guy (what a jerk) and then disconnected. Then I tried "chat" again, and was disconnected again right in the middle of explaining once again to the second individual who again had no clue what I was explaining. and did they bother to reach out to me? Heck no.We're going into hour 3 of being on hold. I've already recharged my phone once while holding and will likely have to do it again. Their so-called customer service is supposedly open until ******* EST; they're located in *******. I'll be really interested in seeing if they disconnect me from hold when they close down for the evening in about an hour and a half.

  • Initial Complaint

    Date:06/15/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    Hello:I have been charged $51.39 monthly for well over two years. I do not know what this is for or what phone number this is associated with. I have phoned ************, several times still cannot resolve this because they don't know what phone number it is for. I am so stressed about this. I call the number that is associated with the charge on my bank statements, explain the situation, I am told they cannot help me and they give me another number and then another. They all say the same. I told them it is you who are charging me. I told them they can't just charge me money and then not be able to back it up and tell me what it is for. Please I hope you can help. I am not working. I cannot afford this to keep going on. My phone number is ************, if you need it. This has gone on long before the date I have gone back to. I don't have an account number or tracking number and I have no accounting for what this is for. I want a refund and for them to stop charging me immediately.

  • Initial Complaint

    Date:06/08/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 has changed the prices of their service. I had a $50 service. I bought a $55 card assuming that was the new price. There is nothing listed on the card stating the value of service it exchanges for. Tried to renew service and it said I was $2.66 short. I bought a $10 dollar card. Turns out it's a data add on. I have unlimited data already. A data add on does me no good. They refuse to consolidate the values of the two cards and are not providing me with a service rendered in exchange for the value they took from me.

  • Initial Complaint

    Date:05/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 an iphone and 3 months of service from Total Wireless. Despite promising 1-3 day shipping the order continues to be in fulfillment. They will neither ship nor cancel the order. All I want is for them to cancel the order so I can move on. I have contacted them 4 times and requested a call. The call was a machine that put me on hold. I don't know for sure if this is a scam or not.

  • Initial Complaint

    Date:05/23/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Ordered and received an iphone 13 from Total Wireless and activated it on 5/18/25. On 5/22/25 it went black suddenly and would not turn on. It was not dropped or damaged in any way. I called Total Wireless who said to take it to an Apple repair location. I took it to Best Buy 5/23/25 and they said they cannot fix it because it won't turn on. They also tried to charge it, in case that was the problem, but it would not charge. They said I need to return it from where I bought it (which was Total Wireless over the phone). Total Wireless needs to create a ticket for Best Buy in order for me to receive a replacement phone. Total Wireless will not create the ticket because I haven't had the phone in service for 8 days, which is impossible because it is inoperable. I seem to be stuck with a $274 unusable phone that Total Wireless is refusing to replace.The phone number of the phone that is not working is ************.

  • Initial Complaint

    Date:04/30/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Hello! :-) I'd like the ************** put onto my new phone. Previous phone list/stolen. I have financial obligations connected to the Total Wireless number. I have connected a(n) new phone device to the account: **************************** I have contacted the Total Wireless, however, the phone number hasn't been downloaded as agreed upon online. Please get that ************** placed onto the new current handset IMEI#*** 036 369 404 916, specified earlier online. ****!Thank You! :-)Sincerely,****** A. ****** ****************************

  • Initial Complaint

    Date:04/08/2025

    Type:Product Issues
    Status:
    Unanswered
    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 an iPhone 14 Plus and a monthly service plan from ************************ and on 26 th march my family member refused the product by mistake (got confused with another package ) when ups person tried to deliver it . Then I reached out to total wireless customer care to rattempt the delivery and that was not successful as the iPhone was already retuning to customer. Since then I have been reaching out to customer care and I was told to wait for ****** to get the refund . This is really frustrating and I never saw any refund taking so longer time . I requested for redelivery , they could have atleast sent the phone again rather than asking me to wait for 30 days to receive my refund My email is *********************

  • Initial Complaint

    Date:03/15/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 2/26/25 I opened a Total Wireless account. I must have wifi capability, which the website said I would have based on giving them my phone information. Once the card was activated, I found it was not wifi capable. I cancelled immediately. I called for a refund which I was told I would get in 5 - 10 days. Called back 14 days later and was told I would not be given the refund.

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