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:06/01/2025

  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.

  total number is ************ I am filing a complaint because they refuse to give me my transfer pin, My phone was stolen so i just decided to go back to postpaid service,I called total they gave me my account number and was told they will email me the pin that never happened,So i called again this is call number 12 and was told to buy another phone so that way i can get the pin, I am not throwing away ********************************************************************** port out

  Business Response

  Date: 06/18/2025

  Dear ***** ***:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 2, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that your phone was stolen and you decided to go back to postpaid service. You called Total Wireless, and they provided you with the account number and were told that they would email you the PIN, but that never happened.
  
  Port out requires the customers account to be active, and they must have the Number Transfer PIN (***) code,account number, or Zip Code associated with the account. Without all the necessary information, we cannot proceed with the?port-out?request. Customers may obtain their Number Transfer PIN by texting the keyword "***" to ****** on the device in use. In case the phone is not capable of receiving text message, the customer can also call customer care to receive the number by email.
  
  Upon review, you activated your Total Wireless device on February 20, 2025. Your service interaction indicates that you called on May 31, 2025, to get the account number and *** for port out. We created a ticket to send you the *** code via email since you do not have the phone in your possession, refer to ticket number **********. On the same day, the *** code was sent to your email.
  
  On June 2, 2025,you called again since you did not get the ***. Thus, we assisted you and we were able to confirm that you received the *** and the port out request was successful, with reference port out ticket 1321900922.
  
  We spoke with you on June 3, 2025 via phone number ************** and you confirmed that your issue has already been resolved. You also confirmed your phone number is now in service with your new service provider.
  
  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 1321980710.
  
  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:05/30/2025

  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.

  I am writing to formally file a complaint against Total Wireless regarding their handling of my recent order. Below are the details of my case: - I ordered a new line and a new phone from Total Wireless (Order# ****-0EO0L9TSS6), which was shipped via *** (Tracking #: 1ZY902R60239525637). - The package did not arrive within the scheduled delivery window, prompting me to request *** to conduct an investigation. - *** completed their investigation and determined that the package had been damaged and subsequently discarded during shipment. - *** has notified Total Wireless, as the sender, to file a claim regarding the lost/damaged package. - Despite this, Total Wireless has refused to either ship me a replacement device or issue a refund for the lost item. - I have contacted multiple Total Wireless representatives in an attempt to resolve the matter, but they have been consistently unhelpful and unwilling to offer a solution. I believe Total Wireless, as the seller, is responsible for ensuring that I receive my order or providing me with a refund for the lost item. Their refusal to take appropriate action has left me with no choice but to escalate this matter. I would appreciate any guidance or assistance the BBB can offer in holding Total Wireless accountable for their obligations to customers. Thank you for your time and consideration. I look forward to your response.

  Business Response

  Date: 06/18/2025

  Dear *** *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 30, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you ordered a phone from Total Wireless and the package did not arrive within the scheduled delivery time. As per *** investigation it was determined that the package had been damaged and Total Wireless, as the sender, filed a claim regarding the lost/damaged package.  Despite this,Total Wireless has refused to either ship you a replacement device or issue a refund.
  
  Upon review, you purchased a ******** phone with a $165 3-month plan on May 22, 2025, refer to order number *********. On May 30, 2025, as per *** tracking number 1ZY902R60239525637, all merchandise was not recoverable and discarded. *** will notify the sender with details of the damage. Thus, an escalation was sent on June 5, 2025, to issue you a refund.We got a response from the escalation on June 6, 2025, confirming that refund was processed and allow 3 to 5 days for the refund to be reflected on your back account.
  
  We spoke with you on June 9, 2025, via phone number *************. We informed you that the refund has been credited to your bank and you can check your bank for confirmation. We also informed you that you could still purchase the phone on the Total wireless website or at any Total wireless store in your area.
  
  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 1321907371.
  
  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: 06/18/2025

   
  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:05/28/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Total Wireless Customer Support,I am writing to formally address an ongoing issue with my recent order (Order ID: **************** placed on May 21, 2025 through your official website.The order, which includes a ******** Razr 2025 and a 3-month Total 5G Unlimited Plan, has been marked as pending remote fulfillment for several days now. I have not received any tracking information or shipping confirmation despite the estimated delivery window being 13 business days after shipment.I contacted your social media customer service team, who incorrectly stated that a chargeback had been filed for this transaction. I want to clarify in the strongest terms that no chargeback has been initiated on my end. The payment was successfully processed via ****** and the funds have been deducted from my account.I have provided all requested verification details during my support chat, including my name, email, verification code, and confirmation that the payment was made through ******. Yet, I was informed I would need to speak with another department via phone which I currently cannot do, as the phone I ordered has not been ************ this point, I am simply requesting that Total Wireless:1.Acknowledge that no chargeback has been initiated.2.Release and ship the device and service I have paid for.3.Confirm a realistic delivery timeline or provide a valid reason for the continued delay.If the issue is not resolved promptly, I will be forced to escalate this matter further, including filing formal complaints with ******, and potentially exploring a legitimate dispute due to non-fulfillment.Please resolve this issue immediately by shipping the product I have already paid for.Sincerely,****** *******

  Business Response

  Date: 06/17/2025

  Dear ****** *******:
  
  We have received and reviewed your Better Business Bureau complaint.This response is in reference to your correspondence dated May 29, 2025 regarding BBB Case number ******** complaint. 
  
  Your complaint states that the phone and 3-month service plan you ordered remained pending, and you were informed a chargeback was processed,when you did not process any chargeback with your bank.
  
  We reviewed your order with order ID 1310- **********; it was placed on 5/21/2025; however, the shipment was delayed because the requested phone model is out of stock. We also did not find any chargeback processed in this transaction.We apologize for any inconvenience this may have caused you. We reviewed the order and our records show that it was delivered on 6/6/2025 per *** tracking #1ZY902R60239780165. In addition, the device is active and provisioned in our system.
  
  We attempted to contact you via phone number ************ and have sent emails to ************************* on 5/30/2025, 5/31/2025, 6/3/2025,6/4/2025 and 6/7/2024, to discuss the matter with your complaint. We were unable to reach you via call; however, we received your email response indicating that you do not want to be contacted via phone.
  
  We reviewed the order and our records show that it was delivered on 6/6/2025 per *** tracking # 1ZY902R60239780165. In addition, the device is active and provisioned in our system.
  
  If you should still require assistance, she 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 1321706432.
  
  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: 06/18/2025

   
  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 though I would like to document that the customer service throughout this process was abysmal.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/27/2025

  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 purchased a phone from total wireless 2 months ago, and they said after having service with them for 60 days I could switch providers. The 60 days passed, and I am looking to unlock my phone so I call and ask them to unlock it. They say they unlocked it and to wait a few minutes and reset my phone. I do this, and the phone isnt unlocked. No big deal, Ill just call back and try again. The representative said it wasnt unlocked and that she would do it for me. Again same results. 13 calls and hours of being on the phone later, still NOT UNLOCKED. I am starting to get frustrated and I ask to speak to a manager and the representative just hangs up on me. I called back again and asked to speak to a manager and the lady that answered in that same department said they arent allowed to transfer, so he just lied to get off of the phone. She says now I have to wait 24 hours until it is unlocked. Another 24 hours after a week of trying to unlock my phone and being told to wait and wait and wait with no results. Midst those phone calls I was lied to multiple times saying the process was finished, Im assuming they wanted me off of the phone or to pay for more service from them. Because of this inconvenience I missed calls from my surgeon telling me important information about what I had to do pre op. Then I had to wait over the weekend just to try and unlock it again. This is the absolute worst experience ever. If they dont fix it Im going to get a lawyer and sue them.

  Business Response

  Date: 06/16/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were told that your phone has been unlocked but device shows otherwise.
  
  Upon review, we found that an unlocking request for your phone was initiated on May 21, 2025, under reference number 1321095675.However, it appears that the device remains locked. To help resolve this issue,an escalation was submitted on May 27, 2025, to expedite the unlocking process.We sincerely apologize for any inconvenience this may have caused and are taking steps to prevent similar issues in the future. Please rest assured that we are here to assist.
  
  We spoke with you on June 1, 2025, via phone at *************, during which you confirmed that your device has been successfully unlocked. As no further assistance is required at this time, we consider this matter resolved.
  
  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 1321542172. 
  
  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:05/27/2025

  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.

  Total Wireless is refusing to unlock my wife and mu iphone after we have completed 60 days of having the phones activated. We have also piad for 60 days of service, which was not the terms when we activated the phones, it was only 60 days of the phone being activated. We want these phones unlocked immediately. We have spent countless hours trying to get this resolved and ever *** tells you a different story.

  Business Response

  Date: 05/27/2025

  Dear BBB,
  
  
  Thank you for contacting Verizons Office of Executive Relations regarding ******* ******** complaint.  In their complaint, received on 05/22/2025, regarding their Total Wireless device being unlocked.
  
  
  Upon further review, weve determined the customers concern should be addressed by our Verizon Wireless team.  Per BBB guidelines, please forward ******* ******** complaint to the appropriate Verizon Team.
  
  
  
  Email:      *****************************************************************************************************************
  
  Address:  P. O. Box 10
  
                 ******, *******; 07101-0010
  
  
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  
  
  
  Sincerely,
  
  *****
  
  Verizon Executive Relations Team

  Business Response

  Date: 06/16/2025

  Dear ******* ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that Total Wireless refused to unlock your phone.
  
  Upon review, we found that your phone was deactivated due to non-renewal of service. However, we also confirmed that a phone unlocking request was initiated on May 21, 2025, under reference number **********. To ensure the unlock process has been completed successfully, it would be best for us to speak with you directly to confirm the current unlock status of your device.
  
  We attempted to contact you by phone at ************** and via email at ******************* on May 28, May 29, and June 1, 2025, but were unable to speak with you directly. However, you responded to our email confirming that your phone has already been successfully unlocked. As such, no further assistance is needed at this time.
  
  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 1321512636. 
  
  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

   
  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:05/27/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a phone from total wireless, my order number is 3721-S1L1ILL06W It's been almost a month, I have no confirmation on the shipping, I don't know when my phone will arrive to me, I'm not getting a refund. There is no communication from total wireless about my order.

  Business Response

  Date: 06/16/2025

  Dear ****** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you ordered a phone from Total Wireless, and it has now been almost a month without receiving any confirmation or communication regarding the shipping status of your order.
  
  We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. In our review on your Order Id ***************, our records show that it was processed on 05/08/2025. *** tracking number 1ZY902R60239339240 shows that the package was returned to sender on 5/21/2025. However, we noticed that you received the device and activated it via porting in your number per reference number ********** on 05/27/2025. Your account is active and provisioned perfectly in our system. Additionally, the usage report of the line indicates that service is being utilized.
  
  We spoke with you on May 28 and 29, 2025 via phone number ********** wherein you confirmed that you already received the phone and that the services are working perfectly. Thus, you stated that we can now closed the case.
  
  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 1321507240.
  
  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:05/27/2025

  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.

  Totalwireless is refusing to unlock my iphone 14, which was purchased in February. I talked to customer service, and they said I had only one month's payment service, but in April I purchased a second month's service, which satisfies the 60 day to unlock policy.I'll need totalwireless to honor their unlock policy and unlock my phone

  Business Response

  Date: 06/16/2025

  Dear Divine Dordoye:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 27, 2025 regarding BBB Case number 23380639. 
  
  Your complaint states that Total Wireless refused to unlock your phone despite purchasing the second months service plan.
  
  We reviewed your Total Wireless account and found that the associated iPhone ************************** February *************************** May 2025 due to non-renewal of service. It got reactivated in April 2025 with another 30 days of service, and got deactivated in May 2025 due to non-renewal of service. An Unlocking Request ticket was created on 5/28/2025, with reference number **********. Please allow ***** hours for the ticket to be processed. Once processed, you will receive an email regarding the Unlocking procedure.
  
  Please be advised that Total Wireless Unlocking Policy indicates that for cellphones Activated with new service on the Verizon network on or after November *******, the cellphone is eligible for unlocking after paid Activation and 60 days of paid active service. This Unlocking Policy is subject to change at any time without advance notice. For more information about our Unlocking Policy,you may visit our website at *************************************;
  
  We spoke with you via phone number ************ on 5/31/2025. You confirmed that your phone is already unlocked.
  
  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 1321513879.
  
  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: 06/18/2025

   
  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,
  
  Divine Dordoye

• Initial Complaint

  Date:05/27/2025

  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.

  Adding to the chorus of similar complaints I am able to find here, Total Wireless changed its unlocking policy as of April 1st, 2025 to include "60 days of paid service" beyond simply "60 days after Activation" as was in place in the July 2024 unlocking policy. Unfortunately, as is clear here in the numerous complaints, they are retroactively enforcing this policy for phones activated prior April 1st, including my own which was activated on March 20th, 2025. This is unacceptable.Total is claiming their policy is "subject to change without notice," but the unacceptable part is that these changes are being applied to existing contracts purchased prior to the change. My phone has satisfied the "60 days after Activation" per the policy in place at my time of purchase. It would obviously have affected my purchasing decision if I had been aware of this policy change, and what is stopping Total Wireless from a future surprise update that decrees purchased phones cannot be unlocked at all?What is further distressing is that even before this phone purchased on March 20th, Total was trying to gaslight and misrepresent their policy as "60 days of paid service" for me to unlock an entirely separate phone activated in December of ************************************ February of 2025. In that case, there was a glitch with the port-in of my number that eventually linked it to my SIM card, but the phone was never activated in their system. Total Wireless "support" agents tried to pressure me to purchase additional service plans claiming my phone was not eligible for unlocking, when in reality purchasing additional service that was not properly tied to the phone would not have solved my actual problem anyway. It was only with the BBB's help, the ***, multiple calls with *******, the best call agent they have on their resolution team, and over a month, that they finally honored my original activation date and unlocked that device.I simply want this one unlocked without delay.

  Business Response

  Date: 06/17/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaint.  
  
  Your complaint states that you are requesting Total Wireless to unlock your phone based on the unlocking policy in effect at the time you purchase and activated your phone.
  
  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 ************* 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.
  
  We spoke with you on May 31, 2025, via phone at ************* to discuss your device unlocking request. Upon review, we found that you had reactivated your phone; however, when we checked the devices unlocking eligibility, the system displayed the message: 'Not eligible insufficient time from device activation or 60 paid service days required.' At that time, we advised you to wait until the completion of the required 60 days of paid and active service, which you declined.
  
  To this date, the record finally shows that your device has been successfully unlocked with the reference number **********.
  
  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 1321749556. 
  
  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:05/23/2025

  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.

  Subject: Follow-up on ************ 2025 Order and Reward Credit Dear Total Wireless,On April 17th, I purchased a ************ 2025 on the Total Wireless website using a $100 Total Rewards credit, which I received after being with the service for 6 months. The phone number associated with this credit is ************. I received the following order number: 9398-20EO2L161R.Since placing the order, I have not received any updates. I have been calling almost every day but have been going in circles with no resolution. I was given a ticket number by customer service: **********, but the issue still remains unresolved.I can be reached at ************ or via email at ************************** you for your assistance.

  Business Response

  Date: 06/10/2025

  Dear **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May *******, regarding BBB Case number ******** complaints.
  
  Your complaint states that you used your rewards points to order a ************ 2025 but have not received the device to date. Despite contacting customer support, the issue remains unresolved.
  
  Upon review, we confirmed that your order was placed on April 17, 2025, and had used a phone promo code obtained through your rewards points. However, the order status shows 'Ready for Remote Fulfillment.' We sincerely apologize for any inconvenience this may have caused and assure you that we are committed to preventing similar issues in the future. Please rest assured that we are here to help. An escalation was submitted to investigate the matter under reference number 132-145-9380. It was found that the order had been canceled.
  
  We spoke with you on June 3, 2025, via phone at ************* to discuss the status of your order. During the call, as a resolution,you were informed that your rewards points had been successfully credited back to your account on 5/29/2025. You may confirm this update by logging into your My Account portal. Please note that your rewards points remain available and can still be used to redeem discounts on future purchases.
  
  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 1321442511. 
  
  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:05/23/2025

  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 signed up for a plan that said BYOD (bring your own device) and the **** will be $20 a month. The initial payment was accurate. The next months **** said 40. I called them many times and chatted with agents and the pricing was never rectified. They told me pay the 40 and the 20 will returned to you. It never happened and I was told the ticket was closed regarding the matter with no rectification. They did not honor the plan price.

  Business Response

  Date: 06/16/2025

  Dear ***** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 27, 2025 regarding BBB Case number ******** complaint.
  
  Your complaint states that you signed up for the 50% BYOD (Bring Your Own Device) discount and the bill should be $20. The initial payment was accurate; however, on your next billing cycle, you were charged $40. You called to correct the pricing and get a refund but issue was not resolved.
  
  We reviewed your account and our records show that the 50% off BYOD discount was not applied on your service plan payment for the month of May due to a systemic error we encountered. In addition, a ticket was created on 5/16/2025, to resolve this matter; however, your account was deactivated on 5/24/2025 after you successfully ported your phone number out, with Port-out reference number **********.
  
  We spoke with you via phone number ************ on 5/28/2025, and discussed the status of your account and service concerns. You mentioned that you are no longer interested in correcting the account, and only wanted to get a refund for your latest service plan payment.We created a ticket to process your refund request, with reference number **********.The refund was processed later on the same day, with Refund Confirmation number 45651417UB72ZWSO, amounting $40. Please note that credit post usually occur within 3-5 business days after processing; however, it may take up to 30 days,depending on your financial institution.
  
  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 1321580758.
  
  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: 06/16/2025

   
  Complaint: 23364110
  
  I am rejecting this response because: I should not have had to file a complaint with the BBB to get the promised refund. Only after I made the complaint did Total Wireless make efforts to rectify the situation. This is terrible business practice and consumers need to be aware that your complaints will be glazed over. 
  
  Sincerely,
  
  ***** ********