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: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 was having trouble activating mine so I had them activate it through the live chat. After I got it activated I was not able to see the device in my online account so I asked the agent to help me figure it out. They asked what email or phone number I was trying to use and I told them and they said that was not the email on the account but they could go ahead and change it for me and reset the password. They said the email was already in use to I just gave them another one of my emails. After logging in I realize it is actually another persons account and they had sent me someone else's order. I'm not sure what to do now. I've already activated the service and ported my number over.

  Business Response

  Date: 06/12/2025

  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 activated your new phone with the assistance of a live chat agent. However, after activation, the new device was not reflected in your account. When you sought help, you were advised to update your email address. Later, you discovered that the account in question actually belongs to someone else, and it appears you received another persons order by mistake. The phone is now active with your ported number, and you are seeking guidance on how to proceed.
  
  Upon review, we found that the phone with the serial number (IMEI ending in ***** corresponds to the device you ordered on May 8, 2025,under order number *********. According to *** tracking number 1ZY902R61339489602, the order was delivered to your address on May 23, 2025.
  
  Our records show that the phone was successfully activated on the same day through the port-in of your number ending in 6638. The reference number for this activation is **********. The account is currently active and properly provisioned on the network. Additionally, the usage report confirms that the service is being utilized, and the phone is registered under your account information.
  
  We spoke with you on May 26, 2025, via phone at *************, during which we provided the results of our investigation. You acknowledged the information shared, and no further assistance was requested at that 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 1321408909. 
  
  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 ordered a new phone and service plan on 5/21/25. I paid for expedited shipping but it is 5/23/25 and the order has not even shipped yet. I called customer service but the ***resentative could not give me an explanation as to why it was not shipped yet. I paid 4.95 for expedited shipping but its not being expedited so why did I have to pay that? It needs to be refunded. The *** said orders are processed in 3-5 business days however no where in the ordering process was I advised it would take that long. It defeats the purpose of expediting the order.

  Business Response

  Date: 06/11/2025

  Dear ******* ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 23, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you placed an order and paid for expedited shipping; however, you have not yet received your package.
  
  Upon review, we verified that your order was placed on May 21, 2025, with a total payment of $170.32, which included a $4.95 expedited shipping fee. The order number is 2840-0OO2ORS40L. According to *** tracking number 1ZY902R61339503667, your package was delivered to your address on May 27, 2025.  
  
  We spoke with you over the phone at ************** on May 27 and 28, 2025, and offer a Total Wireless $55 Plan as a courtesy for the delayed shipment, which you agreed to accept. As a result, the compensation was processed on May 28, 2025, under reference ticket number 132-151-7990. This extended your service end date to September 27, 2025.
  
  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 1321432492. 
  
  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 am writing to formally express concern regarding Total Wireless' (a Verizon-owned carrier) recent change in the device unlock policy and how it has been applied retroactively in my case, potentially violating fair consumer practice.On or around March 24, 2025, I activated a new iPhone 15 on the Total Wireless network. At that time, the unlock policy stated that "For all cellphones Activated with TracFone service on the Verizon network on or after November 23, 2021, the cellphone will be remotely unlocked automatically, sixty (60) days after Activation".I believe this retroactive enforcement is misleading and unfair. I made a decision based on the 60-day unlock policy at the time of purchase and activation. Total Wireless should honor the policy at the activation time, not alter the terms after the fact.I respectfully request that you take appropriate action to ensure wireless carriers are held accountable for fair and transparent consumer practices. I am also seeking support to have my iPhone 15 unlocked by the original 60-day policy under which it was purchased and activated.

  Business Response

  Date: 06/12/2025

  Dear
  Hong Kim:
  
  
  We have received and reviewed your Better Business Bureau
  complaint. This response is in reference to your correspondence dated May 23, 2025,
  regarding BBB Case number 23370028 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 purchase
  and activation. You believe that applying a revised policy retroactively is
  misleading and unfair.
  
  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.
  
  We spoke with you on May 29, 2025, via phone at (831)
  677-6777 regarding your device unlocking request. Upon review, we confirmed
  that your phone was successfully unlocked after meeting the required conditions:
  60 days following paid activation and 60 days of paid active service. You also
  confirmed that the device is now unlocked. The reference number for this
  request is 1321391825.
  
  Additionally, you requested the deactivation of your account
  and a refund for the recently added airtime plan. However, we were unable to
  approve the refund, as airtime plans are non-refundable and, in this case, were
  also used to fulfill the eligibility requirements for unlocking your phone.
  After being informed of this, you chose not to proceed with the deactivation.
  
  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 5496944 or Ticket Number 1321394358. 
  
  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:05/22/2025

  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 under the 50% BYOD plan and ported my line from Cricket. I signed up for the base 5G plan. My phone number is ************. I just activated my phone once the *** card arrived and in my account it says that the plan is $40/month when it should be $20/month because of the 50% promo. Can you please fix this and make sure it stays like that for the 5 year price guarantee? Thanks. I am busy during the day so please email me at **********************

  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 23, 2025, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you signed up for a 50% BYOD promotion with the base 5G plan ($40 plan), and ported your phone number from Cricket; however, your account shows $40 per month instead of $20 with the 50% promo.
  
  Total Wireless is offering a 50% discount to new Bring Your Own Device (****)customers. This discount is guaranteed for a period of five years, taxes and fees included. Bring your own device requires a compatible, unlocked device and SIM. Additional terms may apply. To be eligible, customers must purchase an eligible plan and activate their device through ******************** website,Exclusive Stores, My account app, IVR and ******.
  
  Our record shows that you ordered a SIM card and a $40 plan for 30 days access via website. In addition, you successfully ported the phone number to Total Wireless on 05/21/2025, per port-in reference number 1321115937.
  
  Upon further review, you have been deemed eligible for the discount; however,after activation, the discount did not reflect in the next service cycle due to an unexpected system error. We apologize for any inconvenience this may have caused.
  
  We spoke with you via phone ************ on 05/28/2025 and discussed the status of your account. We were able to submit an escalation to correct the monthly bill in your account, with reference number **********.
  
  We reviewed your account, and found out that the 50%discount is already applied. We received your email response, requesting to be contacted via phone number ************. Therefore, we attempted to contact you via phone numbers ************, ************, and have sent emails to ********************** on 5/29/2025, and 6/2/2025; however, we were unable to reach you via call.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  
  *****************************************************

• Initial Complaint

  Date:05/22/2025

  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 under the 50% BYOD plan and ported my line from Cricket. My phone number is ************. I just activated my phone once the *** card arrived and in my account it says that the plan is $40/month when it should be $20/month. Can you please update this before the next billing cycle occurs? Thanks. I am busy during the day so please email me at **********************

  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 ******** complaint.
  
  Your complaint states that you ported your line from Cricket Wireless to Total Wireless in response to Total Wireless 50% promotional discount. However, the discount has still not applied to your account.
  
  Upon investigation, we confirmed that you ported your phone number to Total Wireless on May 21, 2025, and activated it using the $40 unlimited talk, text, and data plan, under ticket number **********. Our records also show that you met all the eligibility requirements for the 50%Total Wireless promotional discount. However, our records indicate that the 50%promotional discount has not been applied to your account, despite your service plan being eligible. To resolve the issue, we created a support ticket on May 23, 2025 (Reference No. **********) to ensure that the 50% promotional discount would be correctly applied to your account.
  
  We spoke with you on May 28, 2025, via your alternate contact number **************, and confirmed that the 50% promotional discount had been successfully applied to your account, concluding our conversation.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  
  Sincerely,
  
  Executive Resolution Department

  
  

• Initial Complaint

  Date:05/22/2025

  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 purchased a new phone from Total Wireless/Tracfone, subsidiary of Verizon, on March 19th 2025 and activated it by purchasing a 5G plan on their network on March 22nd 2025. The phone is for my personal use. Following the initial month, I decided not to renew my 5G plan due to lack of my satisfaction of their service. On May 21st 2025, having fulfilled the 60 day unlock requirement in place at time of purchase AND activation, I called their ***************** to port my device to a different carrier. The ***************** informed that the Total Wireless changed its unlock policy on April 1st 2025, indicating that 60 days of paid service and activation are now required to unlock devices. I was informed this change applies to existing customers who activated prior to the policy change, as "stated in the terms and conditions".I am reaching out to voice concern that Total Wireless is doing a public interest harm in not abiding by its commitment as required by *** agreement (Docket No. ****** on November 19th 2021), to unlock phones after 60 day unlocking period post Tracfone acquisition date. And terms and conditions at purchase and activation are not being honored, also harming consumers due to breach of contract, to seek financial gain instead of striving to gain customer satisfaction through innovation and better customer service. As a direction example, the ***************** conveniently informed that if I were to pay for a 30 day plan today, they would be happy to proceed with the unlock request.

  Business Response

  Date: 06/04/2025

  Dear Ochirkhuu Dorjsuren:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 22, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you activated a Total Wireless phone on March 2025, and requested to have unlocked in May 2025, as *********************************** reference to the Unlocking Policy. However, your request was denied since the policy changed,and you were required to have at least 60 days of paid and active service.  
  
  We understand your desire to use your device on another carriers network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 01, 2025.
  
  As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with Total Wireless service 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.
  
  In our review, your account corresponds to a Total Wireless account with one (1) iPhone 14 with IMEI ending in 4371 activated on 03/21/2025 and was deactivated on 04/22/2025 due to non-renewal of service. In addition, you reactivated service on 05/24/2025. With this an unlocking request was created with ticket 132-133-5495 on 05/25/2025 and your phone was unlocked.
  
  We spoke with you via phone number ************ on 05/26/2025 and you confirmed your device was fully unlocked and everything was set up already. 
  
  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 1321378052. 
  
  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: 06/05/2025

   
  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.
  

  Consistent with the business response, I can confirm that actions taken on their side has resulted in an agreeable resolution.

  Sincerely,
  
  Ochirkhuu Dorjsuren

• Initial Complaint

  Date:05/21/2025

  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.

  21 May 25 Total Wireless by Verizon RE: Order Number 1200-10601A6WTO TRACKING NUMBER: 1ZY902R60139264788 ***** ******* ************************************************* ****** 3520 PLEASE FORWARD TO THE APPROPRIATE TEAM MEMBER As a 24yr Highly Decorated United States Army veteran and long time Verizon wireless customer. I felt it necessary to email you with my concern.On 11 May 25, I mistakenly ordered an Iphone 13 for my son. Once I realized that I could just add him to my Verizon account for no cost, I spoke with Total Wireless and they advised me just to refuse the order and once they receive it back they would refund my debit card the $170.27. The device came from *** and I met the *** guy at my mailbox and refused the item as instructed by your staff. The unopened box was received back by TW on 15 May 25 at 9:******* is now 21 May 25 and I have received no refund from my bank. I again spoke with ** on 20 May 25 and they advised me to check with my bank, which I did and the bank has received nothing and has nothing pending. My bank said I could dispute the charges and they would give me my money back and then file a claim with **. I chose not to do that at the moment because I was sure I would have it ******** of this email, I have received no refund and probably the worst customer service I have experienced. Please advise me as to when I will be receiving my $170.27 put back on my debit card. I am trying my best to give you the benefit of doubt to resolve this matter the right way.Thanks in advance,--***** E. *******, US Army (r)Consultant, Department of Government Efficiency MPC Consultant Space Exploration Technologies

  Business Response

  Date: 06/05/2025

  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 accidentally placed an order with Total Wireless. Upon attempting to cancel, you were advised to refuse the delivery to initiate a refund. Despite complying with this instruction, the refund has not yet been received.
  
  Upon review, we found that your order was placed on May *******. The order included an iPhone 13 at no cost and a Total Wireless 3-month plan priced at $165. You paid a total of $170.27, which includes expedited shipping.
  
  Our records confirm that this purchase was made through a promotional offer on the Total Wireless website. The promotion provided a free iPhone 13 when switching to Total Wireless and purchasing either a 3-month 5G or 3-month 5G+ plan.
  
  In an in-depth review, we found that you refuse the delivery of your order on 5/13/2025 and the package was returned to the sender on 5/15/2025 as per *** tracking number 1ZY902R60139264788. On May 16, 2025, we attempted to process your refund; however, the transaction was initially declined due to inquiries from the issuing bank. After several follow-up attempts, we successfully processed your refund on May 23, 2025, in the amount of $165, which corresponds to the cost of the 3-month plan. The refund transaction reference number is 47758908GARAZCNZ. Please note that, in accordance with our terms and conditions, refunds for returned devices do not include any shipping or delivery fees incurred during the purchase or return process. Additionally, this refund posting will usually occur within 3-5 business days and you may contact your financial institution for verification of this posting.
  
  We attempted to contact you via phone at ************** and email ********************** on 5/23/2025 but were unable to reach you directly.However, we did receive your email response indicating that a VP at Verizon is already assisting you with your concern, and that you do not intend to contact Total Wireless further.
  
  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 1321224580. 
  
  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:05/20/2025

  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 purchased a Total wireless sim card with mobile data plan, my phone is a ******** and the compatibility tool indicates that this phone is universal for the Total wireless network.The sim card does not work and cannot be activated, a plan that normally cost $40 a month included a 20 percent discount.Every time I attempt to activate the plan it does not work, I cannot be redirected to a customer service agent, and the toll free customer service number is for net 10 and not Total wireless.This is an obvious scam rip off.I would like the amount of $20 dollars refunded.Sim card number ********************

  Business Response

  Date: 06/05/2025

  Dear ******* *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 21, 2025, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you attempted to activate your ******** phone using the Total Wireless SIM kit but you were unable to use the plan to complete the activation.
  
  Upon review, we were able to confirm that you ordered your SIM kit on 5/14/2025 which includes a $40 airtime plan and paid $23.20 with merchant reference number B2C2025051458500747. As per *** tracking number 1ZY902R60239322114, the package was delivered to your address on 5/16/2025. The record shows that airtime pin is still not use and in reserved to your SIM card number ending in 5907.
  
  We attempted to contact you via phone at ************** and email ************************ on 5/25/2025, 5/26/2025, 5/27/2025, 5/28/2025 and 6/01/2025 but we were unable to speak with you. However, you were responsive to our email messages. You stated that you misplaced your SIM card and request for a replacement instead of getting a refund. The record shows that one of our customer service representatives already processed your replacement SIM card with reference service ticket **********. Thus, we await for you to receive the new SIM card and you can call us to aid with its activation.
  
  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 1321335122. 
  
  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: 06/16/2025

   
  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:05/19/2025

  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 bought an Iphone 15 on March 5, 2025, the phone was activated with service on March 12, 2025.I was on call with the customer service on March 17, 2025 they confirmed that only 1 month of service was needed and that my phone will be unlocked automatically on May ***** of today, May 19, 2025 the phone is still locked and said to be not eligible for unlocking. Unlocking service say that I have only 8 days of active service. which is obviously wrong.I'm unable to reach a consensus or to get more informations.

  Business Response

  Date: 06/02/2025

  Dear **** **********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 19, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you activated an iPhone 15 on 3/12/2025, with one month of service, in order to have the device unlocked as per customer support. However, your phone remained locked as of May 2025.
  
  We understand your desire to use your device on another carriers network, and we want to provide clarity based on our Unlocking Policy, which became effective on April 1, 2025.
  
  As outlined in our policy, for cellphones capable of remote unlocking (this includes most iPhones and some Android cellphones) that were activated with Total Wireless service 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.
  
  Provided that these eligibility criteria are met specifically, 60 days have passed since paid activation and 60 days of paid active service have accrued no further action is required from you. The remote unlocking process will occur automatically. Please ensure the device is powered on and connected to a Wi-Fi or cellular network during this period. You may receive a notification on your device once it is unlocked.
  
  Upon review, we found that you activated an iPhone 15 using the IMEI1 (serial number) ending in 3379 with the ******************** $65 Plan. However, the number and plan was transferred to the IMEI2 of the same device with number ending in 8279 on 3/20/2025. The account was deactivated on 4/17/2025 due to non-renewal of service, and got reactivated with another 30-day plan on 5/21/2025. Since the account has met the required 60 days of paid service, an unlocking request ticket was created on 5/22/2025,with reference number **********. As of this writing, the device status is already unlocked.
  
  We spoke with via phone number ************ on 05/27/2025, and discussed the aforementioned. You requested further attempts in the following days to confirm if the phone has been unlocked successfully.
  
  Further attempts to contact you over the phone via same contact number were performed and e-mails were sent to ****************** on 06/02/2025; however, we were not able to speak with you and have not received your reply to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 06/16/2025

   
  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:05/19/2025

  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 am filing this complaint against Total Wireless for refusing to honor the unlocking terms that were in place when I activated my phone and for changing the terms after my purchase.On March 16, 2025, I purchased a phone and service plan from Total Wireless for a total of $422.78. At the time, their unlocking policy clearly stated that a phone would be eligible for unlocking after 30 days of paid service, followed by a 30-day waiting period. I fully met these requirements.However, on April 1, 2025, Total Wireless changed their unlocking policy to require 60 days of paid service. When I contacted them on May 16, 2025, they refused to unlock my phone, citing the new termseven though I had already fulfilled the original agreement. They are applying the new policy retroactively, which is deceptive and unfair.I paid $422.78 in good faith based on the policy that existed at the time of purchase. If Total Wireless refuses to unlock my phone under those original terms, then they should refund the full amount I paid.I am requesting one of the following:1. Unlock my phone immediately based on the terms from March 16, 2025,or2. Refund the full $422.78 that I paid for the phone and service.

  Business Response

  Date: 06/10/2025

  Dear Ruthvik Malhotra:
  
  
  We have received and reviewed your Better Business Bureau
  complaint. This response is in reference to your correspondence dated May 19,
  2025, regarding BBB Case number 23342287 complaint.
  
  Your complaint states that Total Wireless refused to unlock
  your phone based on the unlocking policy that was in effect at the time of your
  phone’s purchase and activation. As a result, you are requesting either to have
  the phone unlocked or to receive a refund in the amount of $422.78.
  
  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.
  
  We spoke with you on May 25, 2025, and May 28, 2025, via
  phone at (631) 264-4562 regarding your unlocking request. Upon review, we found
  that your phone, with the IMEI number ending in 6434, had not yet met all the
  unlocking eligibility requirements. When we checked the device’s status, the
  system displayed the message: “Not eligible – insufficient time from device
  activation or 60 paid service days required.” As discussed, you agreed to add
  service to meet the eligibility criteria. Additionally, we filed an escalation
  to expedite the unlocking process. On May 29, 2025, we received confirmation
  from our Unlocking Department that your device was successfully unlocked. To
  complete the process, please power the phone off and on, connect to a Wi-Fi
  network and insert your non-branded (new service provider) SIM card. We tried
  to call you back that day but we were unable to speak with you directly. We
  also sent an email to [email protected], but have not received a recent
  response.
  
  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 5495516 or Ticket Number 1321036637. 
  
  Based
  upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing
  Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive
  Resolution Department