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:06/17/2025

  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 June 3, 2025, I placed an order through the Total Wireless website for a new iPhone 13 128GB Midnight color bundled with a Total 5G Unlimited 3-Month plan. The total amount charged was $165 (Order #: 0636-7E7L2E9LLS).On June 6, 2025, *** delivered a package to my front door, but it had already been opened and was completely empty. This was the only delivery I was expecting. I immediately contacted Total Wireless via their website chat, and the representative confirmedbased on the tracking number (1ZY902R60239759475)that the package was meant to contain the iPhone I had ********** security camera footage shows the *** driver dropping off the package at 12:40 PM ET, with no one else approaching it afterward. I reported the issue to Total Wireless the same day. Since then, I have reached out multiple times through both chat and phone. I was repeatedly assured that a full refund would be issued, with the most recent promise being a refund by 3 PM ET on June 17, 2025 (confirmed during a call with their billing department on June 13, 2025; Ticket #: 1322187865).Despite these assurances, the ticket status has remained stagnant, always marked as "in progress," and no refund has been issued. It has now been over 11 days since the empty package was delivered, and I have received neither the product nor my money back.This experience has been deeply frustrating. I was promised a product and service, received neither, and have encountered delays and unfulfilled promises. I am requesting an immediate full refund of $165.

  Business Response

  Date: 07/04/2025

  Dear ****** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 18, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you ordered an iPhone 13 on June 3, 2025, but the package you received does not contain the phone, it was ********* reported that manner to Total Wireless and a refund was promised. However,you have yet to receive the refund amounting to $165.
  
  Upon review, we confirmed that your order for an iPhone 13 (Order Number: 0636-7E7L2E9LLS) was placed on June 3, 2025. According to *** tracking number 1ZY902R60239759475, the package was delivered to your address on June 6, 2025. However, you reported on the same day that the package was received opened and did not contain the phone. As a result, a refund escalation was initiated under reference number 1322980618.
  
  We contacted you via phone at ************** on June 19, 20,and 24, 2025, to discuss your refund request. During these calls, we shared the outcome of our investigation and confirmed that the refund had been approved.On June 24, 2025, you confirmed that the refund was successfully received.
  
  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 1322974963. 
  
  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: 07/09/2025

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

• Initial Complaint

  Date:06/12/2025

  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.

  I have issues with the service of this wireless phone company and have tried to go through all the channels they have provided to speak to them about it but they are NEVER available to talk to you and when you are on hold, I have waited several hours and nothing. No matter when you use a chat session, they say the office is closed so as said before, you can never talk to anyone. It's like they don't really exist and don't want to hear about your problems. I don't know how many times I have tried with no luck at all. It is the most frustrating situation I have had to deal with.

  Business Response

  Date: 06/30/2025

  Dear Sunshine *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 12, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you experienced issues with your phone service and attempted to seek assistance via phone and chat. However, you were unable to connect with a representative due to extended hold times.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. Rest assured that we are here to help. Upon review, we found that your Total Wireless account is active and well provisioned in the network. It was verified that coverage is available in your area and no known outage is reported at this time. Additionally, the usage report of your line indicates that service is being used.
  
  We spoke with you on June 13, 2025, via the phone at ************ and ************. During this conversation, you confirmed that there were no issues with your phone service. However, you reported experiencing frequent pop-up advertisements that were interfering with your phone access during active phone calls and access to data. To address this concern, we performed a factory reset on your device. Following the reset, you confirmed that the advertisements had been successfully removed.
  
  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 1322606062. 
  
  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: 07/09/2025

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

• Initial Complaint

  Date:06/06/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone on 3/31. The policy on their site stated that the phone could be unlocked after 60 days from order date (if ordered directly from their site or otherwise 60 days from activation date. I was advised that I would be unable to port without purchase of another month of service which I later learned was the result of their policy change on 4/1 (after my order). I called back to request the terms I purchased under be honored and additional charges refunded and was advised that the prior terms did not apply. I would like the additional charges refunded or the phone returned and refunded.

  Business Response

  Date: 06/25/2025

  Dear Joseph Francis:
  
  
  We have received and reviewed your Better Business Bureau
  complaint. This response is in reference to your correspondence dated June 6, 2025,
  regarding BBB Case number 23434698 complaint. 
  
  Your complaint states that you are requesting to have your
  phone unlocked based on the unlocking policy that was in effect at the time of
  your device’s purchase and activation. Additionally, you are requesting either
  a refund for the additional charges incurred or a return and full refund for
  the phone.
  
  Upon review, we were able to confirmed that your phone was
  ordered on March 31, 2025, and delivered to your address on April 2, 2025, via
  UPS (Tracking Number: 1ZY902R60238314401). The associated order number is
  125724571.
  
  Our records indicate that the phone was activated in April,
  deactivated in May, and then reactivated on June 5, 2025. On the same day, an
  unlocking request was initiated and subsequently approved under reference
  number 1322116065.
  
  Total Wireless Unlocking Policy states that Verizon Value
  will remotely unlock the phone when it becomes eligible for unlocking, provided
  it meets the following conditions:
  
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with Verizon Value service by
  purchasing and redeeming an airtime plan on that specific phone
  ("Activation")
  * For all cellphones Activated on the Verizon network on or
  after November 23, 2021, the cellphone will be remotely unlocked automatically
  60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change
  at any time without advance notice.
  
  Meanwhile, according to the Total Wireless Return Policy, if
  a device is purchased through the official Total Wireless website, customers
  have thirty (30) days from the delivery date to return the device for an
  exchange or refund. As your return request falls outside this window, the phone
  is not eligible for a refund.
  
  We spoke with you on June 10, 2025, via phone at (323)
  314-5140 regarding your unlocking request wherein you confirmed that, your
  phone has been unlocked. However, we have to decline your refund request based
  on the return policy and unlocking policy outlined above.
  
  If you should
  still require assistance, you can contact
  1-888-251-8169 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 5500192 or Ticket Number 1322444610. 
  
  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: 06/27/2025

  
  Complaint: 23434698
  
  I understand the information provided, however, that very information is the reason for my complaint. While I do not require another explanation from them repeating the same information that I was already aware of, I would like to state for the record that this bait and switch tactic is unacceptable. I complied with the request to reactivate so that my phone could be unlocked assuming that I must have misunderstood the terms under which I purchased. I had not. They changed the terms after my purchase and did notify me thereafter to provide me the opportunity to decline the new terms should I choose to do so. That is wrong and the reason I filed a complaint. 
  Sincerely,
  
  ****** *******

  Customer Answer

  Date: 06/27/2025

   
  Complaint: 23434698
  
  I am rejecting this response because: I understand the information provided, however, that very information is the reason for my complaint. While I do not require another explanation from them repeating the same information that I was already aware of, I would like to state for the record that this bait and switch tactic is unacceptable. I complied with the request to reactivate so that my phone could be unlocked assuming that I must have misunderstood the terms under which I purchased. I had not. They changed the terms after my purchase and did notify me thereafter to provide me the opportunity to decline the new terms should I choose to do so. That is wrong and the reason I filed a complaint. 

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

• Initial Complaint

  Date:06/05/2025

  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.

  On June 5, 2025, the very first day of my renewed mobile plan with Total by Verizon, my phone lost all internet connectivity, including both regular mobile data and hotspot access. I confirmed that my plan had successfully renewed that morning and should have included unlimited data and 15 GB of hotspot usage. However, despite showing 5G or LTE in the signal bar, I could not load any apps or use the internet at all.I attempted to resolve the issue through multiple channels. First, I spent over an hour chatting with a support agent, who walked me through basic troubleshooting steps I had already tried: restarting the phone, removing and reinserting the *** card, and even testing the *** in a different device. I clearly stated that none of these steps helped, but instead of escalating the issue, the agent ended the conversation with no resolution.Later that evening, I called customer service and remained on hold for over 20 minutes, without ever reaching a representative.I also discovered that Total by Verizon locks the *** (Access Point Name) settings on customer devices, making it impossible for users to adjust their mobile network settings or restore internet manually a basic feature that is available on nearly every other carrier. This effectively traps customers when service fails and support is unresponsive.This complete lack of connectivity, combined with poor support and locked *** settings, is unacceptable. I am traveling and rely on my phone for navigation and safety. The disruption has caused significant stress and inconvenience.I am requesting:Immediate restoration of my data and hotspot service A formal explanation of the issue Compensation for the day(s) of unusable service Unlocking of *** settings or a working alternative

  Business Response

  Date: 06/24/2025

  Dear Rengshu Li:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 6, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you renewed your phone service but the data service of the phone does not work and even calling customer service still left the issue unresolved.
  
  Upon review, we found that your account is active and properly provisioned on the network. Coverage is confirmed to be available in your area, and there are no reported outages at this time. However, our records indicate no data usage on June 5, 2025, and you reported the matter, which we were able to resolve per reference number *********.
  
  Please know that service interruption may occur due to many factors including your device, network changes, network traffic volume, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions, weather and other conditions. 
  
  We attempted to contact you multiple times via phone at ************ and email at ********************* on June 8, 9, 10, 11, and 15, 2025.However, we were unable to reach you directly, and we have not received any response to our emails.
  
  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 1322340345. 
  
  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: 07/09/2025

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

• Initial Complaint

  Date:06/05/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Spent $820 on a phone- doesnt work. **** back to store that I purchased phone from for refund STORE JUST DISAPPEARED! Everything gone! Called customer service no record of my purchase but my account says different. This phone was my teenagers first real phone (iPhone), phone was supposedly brand new out of the box.Decided to try prepaid just to see how my teen handles it. $820! I always buy my phones outright. But come on really?

  Business Response

  Date: 06/23/2025

  Dear ******* ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June ******, regarding BBB Case number ******** complaint.
  
  You complaint states that you purchased an iPhone; however,the device is not working. You tried to return the phone the store you get it from but found that it is no longer there. Additionally, customer service was unable to find the record of your phones purchase.
  
  We attempted to locate your account by utilizing our tools using your name, number and email address available in the complaint. However,we were unable to pull up an account. For us to investigate your concern we will need to have your accounts information, which includes your number,device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.
  
  Terms and Conditions states that if you purchased a Total Wireless phone from a retailer or wireless dealer (and not from Total Wireless directly either by phone or online), your phone purchase is subject to that retailers return policy. To determine whether your purchase is eligible for return, please contact the store where you originally made your purchase. Total Wireless will not process the return of any Total Wireless phone sold to you by a retailer or wireless dealer.
  
  Additionally, new Apple iPhones are covered by a one-year limited warranty offered and administered by *****. Please visit ********* for more information. To the extent available for purchase, refurbished iPhones and certified pre-owned phones are covered by a ninety (90) day limited warranty.
  
  We attempted to contact you by phone at ************ and sent emails to *********************** on June 8, 9, 10, 11, and 15, 2025. However,we have not been able to speak with you directly, and we have not received any response to our emails.
  
  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 1322285829. 
  
  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:06/04/2025

  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.

  In November 2024 I signed my wife and myself up for separate accounts with ********************. The first month we were charged correctly at the half price of the $65/mo plan for bringing our own phones from *************** I recently noticed that for the following 6 months I was overcharged $30/mo (paid $60/mo instead of the advertised rate I signed up for of $30/mo) and my wife was overcharged at the same rate for 4 months after signup. I noticed this after reviewing past credit card charges recently. I immediately contacted Total Wireless on 5/29 and after speaking and explaining the situation to 4 different people over the course of 4 hours on hold and with all the transfers. Finally I spoke to a lady named *****. She spent time calculating the refunds ($180 for my account and $120 for my wife) and said she would be issuing the refunds immediately to my credit card. She collected our email addresses and said we would be receiving email confirmations after the call with reference numbers and that somebody would be calling on 6/2 to confirm the refunds went through. I was also told my account would be charged correctly at $30/mo going forward. I never received an email, call, or refund. My account still is not accurate going forward. I called back today and spent another 3 hours being bounced around to 3 different people at corporate and refunds ***** Finally the last guy went through the same process as ***** and assured me I would be receiving a full $300 in refunds to my credit card. He said I would have an email confirmation in 10 minutes after the call and 15 min after the call he would call back to confirm everything went through and that I had received the email. I never received the call back and never got the confirmation email as stated.

  Business Response

  Date: 06/23/2025

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 5, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you and your wife signed up for the Total Wireless BYOD 50% discount promotion.However, you noticed that both of you were overcharged $30 for the following months after signup, since the discount was not applied. You contacted customer support to request a refund, but they failed to provide you with assistance and a resolution.
  
  Please note that Total Wireless is offering a 50% discount to new Bring Your Own Device (BYOD) customers. This discount is guaranteed for a period of five years, taxes and fees included. To receive a full 50% discount on the Total 5G Unlimited and Total 5G+ Unlimited plans the customer must enroll in Auto Pay within 30 days of activation. To be eligible, customers must purchase an eligible plan and activate their device through ******************** website, Exclusive Stores, My account app, IVR and ******.
  
  Upon review, we confirmed that you activated your device with IMEI (serial number) ending in 3245 with the ******************** ******+ Unlimited Plan through the Bring Your Own Phone program (BYOP)after requesting to port in your phone number ending in 0935 from ************** on 11/21/2024, per reference ticket No. **********. Our records indicate that you transferred your line to a branded Total Wireless phone with IMEI (serial number) ending in 2020 on 12/05/2024, per reference ticket No.1310102954. With this, the promotional discount was removed from your account and your monthly payment rate was established at $60.
  
  Please be advised that in order to be eligible for the Total Wireless BYOD 50% Discount, the customer must not fall under any of the following disqualifying reasons:
          Plan change to a non-eligible plan.
          SIM swap or insert the same SIM card to a branded Total Wireless phone.
          Device activation utilizing a branded Total Wireless phone.
          Phone upgrade from a BYOD to a branded Total Wireless phone.
          Deactivation or port-out.
  
  Furthermore, we reviewed the account that corresponds to the device with IMEI (serial number) ending in 9954, which was activated with the Total Wireless $65 5G+ Unlimited Plan through the Bring Your Own Phone program (BYOP) on 11/26/2024 after requesting the transference of the phone number ending in 8237 from **************, per reference ticket No. **********. Nonetheless, our redemption history reflects that this account was overcharged since 12/27/2024 due to an unexpected system error. Thus, an internal escalation was created on 06/05/2025 per reference ticket No.1322104177, leading to fix the issue and established the monthly payment rate at $30 but no refund request was found.
  
  In our efforts to provide a resolution, we submitted the refund requests per reference tickets No.1322307760 and ********** on 06/08/2025, which were successfully processed on 06/09/2025 to reimburse $120 per confirmation IDs *********************************, 411672750BKX7DVA and 41328457EBKX1QLE. On the other hand, despite the disqualification with the discount for your phone number ending in 0935, we processed the refund amounting $180 as courtesy, per confirmation IDs ****************, 423300326AMKYLVL, 42126193DAMKVIP3, 42126195DAMKVIPB,42236127DAML1PK3 and 423300406AMKYLWO.
  
  We spoke with you over the phone at ************ on 06/10/2025 to inform you about the successful refunds. Thus,you acknowledged this information and requested no additional assistance.Kindly note that this type of credit posts usually occurs within 3 to 5 business days after processing; however, it may take up to 30 business days,depending on your financial institution. You may contact your financial institution for verification of this credit posting.
  
  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 1322309154.
  
  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: 06/23/2025

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

• Initial Complaint

  Date:06/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I make an order with an iPhone 13 from Total Wireless on May 19, 2025, with the oder number as 2711-01093SL19A. The package was shippped on May 24 with 2-day air, but the tracking status (1ZY902R60239498097) stopped updating on May 27. Until May 30, it shows the package was damaged. However, I never received anything. I have been contacted Total Wireless for four times (May 29, 30, and twice on 31). On May 29, the ***** told me he would give me an update soon but I heard nothing. On May 30, the second ***** told me to wait another day. Then I reached out to the third one on May 31, and the ***** (Meme *******) said they had zero responsibility so I had to contact *** to file the compliant. Well, as far as I understand, the seller/shipper should take all the responsibility before the merchanise delivered. But I still contacted ***, and this order is showed "The sender has restricted claims forthis package." Then I reached out to the fourth ***** on the same day, they responded with the exact same thing - to push me to take all actions but they would do nothing.

  Business Response

  Date: 06/23/2025

  Dear ****** ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 04, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that the iPhone 13 you ordered on 5/19/2025 was not delivered,and *** tracking shows that the package was damaged as of 5/30/2025. With this,you contacted customer service to request for a refund; however, you were not assisted accordingly, and still have not received the refund.
  
  We reviewed your order with order ID ***************, placed on 05/19/2025 amounting $165. *** tracking # 1ZY902R60239498097 shows that it was reported to be damaged as of 5/30/2025. Meanwhile, we determined that you filed a dispute with your financial institution, and a chargeback was processed on 6/1/2025.
  
  We apologize for any inconvenience this may have caused you. We spoke with you via phone number ************ on 6/6/2025, and discussed the matter with your complaint. We submitted an escalation to reinvestigate the case, and provide proper resolution, with reference ticket number **********. As of 6/8/2025, we confirmed that the refund was processed, with reference number B2C2025051958648196.
  
  We spoke with you via same phone number on 6/9/2025, and discussed the aforementioned update with your refund request. Please note that credit post usually occur within 3-5 business days; however, it may take up to 30 days,depending on your financial institution.
  
  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 1322154399. 
  
  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:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My plan is for $97.50 with auto pay scheduled on the 3rd of every month, they keep trying to pull the funds earlier on either the 1st or 2nd of the month, then come the 3rd, they shut off my service and charge me $113.75 to reactivate my service. This has happened several times. I call and try to speak with someone but they don't speak or understand English so I get no where. I have all text, and emails as proof of charges, when they try to pull funds, disconnection and from the app proof of auto pay on the 3rd and in the amount of $97.50. We have medical issues and can not be without a phone, so when they falsely disconnect my service it can be life threatening but they don't care. I have been a customer for years and I want my money back and a free months service for the inconvenience and stress. I tried calling them again today, and the person did not understand what I was trying to explain

  Business Response

  Date: 06/19/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June ******, regarding BBB Case number ******** complaint.
  
  Your complaint states that your Auto Pay bill should be $97.50, with the scheduled payment set for the 3rd of each month. However, your service was disconnected, and you were charged $113.75 instead. As a result,you are requesting a refund for the overcharge, a free month of service, and assurance that your account remains active at all times moving forward.
  
  Upon review, we found that your Total Wireless account has three active lines and set up for Auto Pay. With Auto Pay, new Plans will be automatically purchased and added to your Account each month prior to your Service End Date and your preferred payment method will automatically incur a monthly charge for the cost of the Plans you elect to purchase on a recurring basis. Please note that when you have Auto Pay enabled it may process the renewal of your Plan up to 72 hours prior to your Service End Date.
  
  Based on our records, there were unsuccessful Auto Pay payment attempts in both April and June. As a result, the Auto Pay discount was not applied, and you were charged the amount of $113.75 to reactivate your lines.
  
  We spoke with you on June 5, 2025, via phone at ************ to discuss the outcome of our investigation. During the call, you mentioned that funds for your payment are typically available on the 3rd of each month.
  
  As a resolution, we offered an extension to your services under reference numbers **********, **********, and **********. Your account currently has a service end date of July 18, 2025 and set to pay $97.50 each month. To avoid future service interruptions, please ensure that sufficient funds are available before your scheduled charge date. You acknowledged this information and did not request any further assistance.
  
  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 **********. 
  
  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:06/03/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am supposed to be billed 50% for my line at Total wireless. I had to pay full price and was told the discount would be put back when the next month's bill comes out with still has the full amount. In addition, I have not been able to use the free ****** Plus since porting to Total almost a year ago. This needs to be fixed immediately, or I will be porting out.

  Business Response

  Date: 06/19/2025

  Dear **** ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June ******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are not receiving the 50%discount on your account as expected. Additionally, you are experiencing issues accessing your free ******* subscription.
  
  We spoke with you on June 4 and 10, 2025, via phone at ************. Upon review, we found that your Total Wireless account is active;however, the Bring Your Own Device 50% discount had not yet been applied. To address this, we filed escalations under reference numbers ********** and **********. We also attempted to resolve the issue with your *******subscription by resetting your plan, but the issue remained unresolved. As a result, a separate escalation was filed under reference number **********.
  
  On June 10 and 11, 2025, we received confirmation that the 50% discount had been successfully applied to your account. Additionally, a refund of $31.93 was processed for you, with confirmation ID *********************** note that credit postings typically occur within 35 business days, and you may contact your financial institution to verify the transaction. However,the escalation regarding your ******* subscription is still pending. We attempted a follow-up call on June 12, 2025, but were unable to reach you. We also have not received a response to the emails sent to ****************************.
  
  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 1322040837. 
  
  Based upon the foregoing, will continue to investigate this issue and update our findings once we receive a response. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department 
  

• Initial Complaint

  Date:06/02/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer a ********************** / ********************************************* for going on five or six months now I have been paying $65 a month That's supposed to include unlimited talk text and internet as well as ****** there was a glitch in total wireless system where it dropped my ****** I contacted Total wireless they tell me I have to create a new email address I do that and I contact them back and they are not able to fix my problem I even have to reset my password on their mobile app and then their mobile app won't let me in then I'm transferred to somebody and they hang up on me I am about to leave Total wireless because I am sick and tired of dealing with them paying them $65 a month for services that they are not providing they have too many people overseas trying to deal with things that they don't have a clue about what they're dealing with and quite frankly I get ****** off with people don't know what they're talking about so I will request a supervisor to call me back I've also requested for a credit for the 2 months that I have not been able to use ****** so far and if I do not hear back from a supervisor within three business days I will be making plans to leave Total wireless and I will let social media know exactly how total wireless is

  Business Response

  Date: 05/27/2025

  
  P.O. Box 10
  ****************-0010
  
  
  May 27, 2025
  
  Better Business Bureau of **********
  **************************************** Rd. Building A, Suite 202
  **************************
  
  RE:  Complainant: **** *****
         Complaint Number: 23376997
  
  Dear Ms. ************************** you for contacting Verizons Office of Executive Relations regarding **** ******* compliant.  In her/his complaint, received on May 26, 2025, Mr. ***** is requesting Total Wireless to fix the issues with his Disney. 
  
  Upon further review, weve determined the customers concern should be addressed by our Tracfone team.  Per BBB guidelines, please forward **** ******* complaint to the appropriate Verizon Team.
  
  Email: ****************************************************************
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  
  Chase
  Executive Relations Analyst
  
  

  Customer Answer

  Date: 05/31/2025

  
  Complaint: 23376997
  
  I am rejecting this response because:
  
  Total wireless is owned by Verizon wireless not by track phone 
  
  Regards,
  
  **** *****

  Business Response

  Date: 06/24/2025

  Dear **** *****: 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 26, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you have been a Total wireless customer and have been paying $65 a month, which includes unlimited talk, text and data, with ****** plus. However, there was a glitch in the system where it dropped your ****** plus. You contacted Total Wireless but were unable to fix the problem. Now you request a supervisor to call you back and provide credit for the two (2) months that you were not able to use ****** plus.
  
  Total Wireless offered ****** Plus for the first six (6) month plan. For eligible plans ($55 Total 5G unlimited plan and $65 Total 5G+ unlimited plan). After the ******+ Included, first 6 Months ends, customer will no longer have a ******+ subscription through Total Wireless unless they choose to continue paying for a subscription through Total Wireless at the then-current monthly price.
  
  Upon review, your device with serial number ending in 0459 was activated on March 18, 2025, Transaction history indicates that you have been adding the $65 plan, that includes unlimited talk, text, data and hotspot data; including ****** Plus on us for the first six (6) months plan. We were able to confirm that your account was enrolled in ****** plus.
  
  We spoke with you on June 8, 2025 via phone number **************. As per our conversation, we have confirmed that ****** Plus is working, as well as your phones services. Meanwhile, we were not able to provide compensation for the two (2) months that you were not able to use ****** Plus since it is a promotional offer for the first six (6)months, which you disagree with.
  
  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 1317187683.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  Sincerely,
  
  Executive *********************