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:05/18/2025

  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 plan a few months back and referred some friends and got the bonus rewards. I kept my paid service active for 3 months so that I can claim the rewards to keep extending my service. After the 60 day **** from my referral date for my friends, those rewards became available for claiming. I tried claiming them and it kept giving me an error. I've tried doing it through text and the app and get the same error message. Tried calling them and they kept using the excuse that I was trying to use it to soon and to call back later. After several calls, they kept telling me they've escalated the matter and it should work in a week. Of course they do this to keep delaying me until my next renewal date which should have been extended through the rewards and not by me paying. After paying for my service for the 4th month, I called them and someone finally said the error is probably because I changed my service from multi line to single line and the primary number was the one I removed. So they said in order for me to use my rewards, they'll cancel the current plan and reactivate using my rewards, WHICH MEANS THAT I WASTED $40 RENEWING THE PLAN.The next renewal date comes around with no luck trying to get them to honor the reward points and I kept getting the error. They tell me I need to pay the next month as well. I get the same run around and this time nobody can help me redeem my points, and they tell me to try again in a few days and don't call them for a few days. This is absolutely ridiculous, what's the point of referring friends and having all these rewards points if I can't use them? I've referred 9 people to Total Wireless but will tell them all to switch because of this horrible experience!!

  Business Response

  Date: 06/02/2025

  Dear Ced ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 18, 2025, regarding BBB case # ******** complaint.
  
  Your complaint states that you obtain rewards points by referring friends with Total Wireless; however after passing the cooling period of 60 days, you were not able to use the points. You were advised to wait a few months, or had to purchase another plan to use the earned points; however, you still were not able to use the points.
  
  We reviewed your account with phone number ending in 0163; it is active under Total Wireless with a 30-day plan of $40.00 and is enrolled with Loyalty Rewards Program since 01/05/25. Our records indicate that on 02/02/2025 and 02/09/2025, 7500 points were added for the Refer-a-friend program; on 04/08/2025, 4000 points were deducted to redeem a service plan. Then, on 05/06/2025, 5000 points were manually added twice for the refer-a-friend program.
  
  We contacted you on 05/26/2025 via phone number ************, and discussed the aforementioned. You mentioned that there were service days missing on your account on 04/08/2025, when you redeemed a service plan using ***** points. We agreed to review the information further, and confirmed that the line was deactivated before the service end date. Therefore, we extended your phone service for 5 days. To review the updates you can check your account online.
  
  If you should still require assistance, you can contact ************** enter PIN ****. Hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1321110907. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  Executive Resolutions Department 

• Initial Complaint

  Date:05/16/2025

  Type:Billing 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.

  on May 15, 2025 at about 10:30am est I found a deal for a FREE ******** **** 2025. I submitted ALL the required information and was sent an email for Order number: 3221-0W2OAW21E0 confirming My order. Then at 10:33am est ******************** texted me asking about the Total Wireless $165 Charge. I let them know that YES I made that order and it is valid. They said if it does not go through then order it again. Later on May 15th at 5:06pm est Total Wireless Cancelled my order. So I created another Order number: 0822-0R3ETSITW1 and it was cConfirmed and Another Pending $165 charge was on my ***** When I wok up this morning I saw that Total Wireless canceled My Order number: 0822-0R3ETSITW1 again. So I contacted their Tech Support via Chat because I am DEAF and can NOT HEAR over the phone. I spent over 2 hours with ******* trying to rectify the problem. I ended up creating a new profile using a different email address on Total Wireless via my Cell Phone then reordered the **** 2025 going through the same process but used a ********************Debit card. It apparently went through Order # ****-S2O51ET03S and then ********Debit had a Pending $165 Charge. Then at 12:05pm est that order was canceled. I contacted Total Wireless via Chat again and after about an hour they said that the ******** **** 2025 was not available. I feel like I am getting a run_around and then when it is "In Stock" Total Wireless will NOT HONOR the FREE DEAL.

  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 Total Wireless had a promotion for a free ******** RAZR 2025 in which you decided to place an order. However,all attempts to order the phone has been cancelled; not allowing you to get the free deal.
  
  We apologize for any inconvenience you may have experienced and appreciate your patience. Please rest assured that we are committed to preventing similar issues in the future and are here to assist you. Upon review, we confirmed that the promotion offered by Total Wireless for a free ******** RAZR 2025 received an exceptionally high volume of orders. Due to this overwhelming demand, our current inventory has been depleted. We are actively working to resolve this by requesting additional stock.
  
  We attempted to contact you multiple times via phone at **************, and emails were sent to ****************** on May 27, 28, and 29, 2025. However, we were unable to reach you. You later responded via email,stating that you no longer wish to be contacted, as you are fully aware of the situation.
  
  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 1321457770. 
  
  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: 06/11/2025

  I received their emails and answer back that, AFTER the 4th time on a Different email and Credit/Debit card, I was able to order the **** 2015.

  I also had to go to MY BANK an be SURE that the "fraud ***** would NOT cancell the transaction because their "fraud department" was saying MY BANK'S ********** was cancelling the transaction. 

  I STILL had a LOT of Problems, especially with Transferring my ************ Cell Phone Number over to Total Wireless. It took Over 5 HOURS to complete that "SIMPLE PROCESS" because the 1st night I had My sister call Total Wireless whom continued to say that the "Account & PIN Numbers from BOOST Mobile were INVALID" and this went on for over 3 Hours. So the next morning I began to send messages to both BOOST Mobile and Total Wireless on X ********* and Reddit. I fnally got a Total Wireless 1st level tech on Secured CHAT but she had to escalate the ISSUE to a ******************* to SOLVE the Problem of the BOOST Mobile PORT OUT Account & PIN Number! I literally had to send her a SCREENSHOT of MY BOOST Mobile Account to PROVE that it was the CORRECT Account Number!!!

  That took just over 2 hours to complete bringing the TOTAL TIME SPENT, just to PORT OVER MY Phone Number, to 5+ Hours! 

  I am TOTALLY AMAZED that this day in age these so called "SMART PHONES" are so DIFFICULT to deal with yet I am NOW of the FIRM BELIEF that it TRULY IS THE fault of the "cellular wireless carriers" CARELESS ACTIONS!!!  

  I have been using Cellular Phones since 1995 and was 1st Introduced to them in 1978 when My Father bought a ******** Portable Cellular phone for his Business.

  AMAZING that in OVER 47 YEARS companies STILL CAN'T FIGURE OUT HOW TO MAKE A resonably SIMPLE SITUATION WORK! 

  I have spent over 24 HOURS between BOTH BOOST mobile and Total Wireless getting all the Issues SORTED OUT!!! Not to mention having to get BOTH MY SISTER"S TO HELP ME because I AM DEAF!!!! 

  What I though would be a few Simple transactions with supposedly "SMART PHONES" turned into a Multi_day NIGHTMARE because of "cellular companies" that CAN NOT GET THEIR ACT STRAIGHTENED OUT PROPERLY to HELP THEIR CUSTOMERS in the BEST FASHION POSSIBLE!!! 

  So, to wrap up - YES, I have My **** 2025 and YES it is NOW Activated on the Total Wireless network. 

  PLEASE, do your CUSOMERS THE HONEST JOB OF SIMPLIFYING THESE PROCESSES AND stop playing games!!!

  It is TRULY pathetic! 

  I am Sorry for the CAPS LOCK but I am Seriously DISGUSTED with ALL OF THIS!!!! 

  Thank You for Your Time and Attentioon. 

  Sincerely, ***** ******.

  Customer Answer

  Date: 06/11/2025

   
  Complaint: 23338792
  
  I am rejecting this response because: 

  I did contact You and told you that I finally, after the 4th time, was able to order the **** 2025. Amazingly it took 10 Days to receive it. 

  But the UNBELEIVBLE FIASCO I endured to get this so called "Smart_Phone" working was FAR BEYOND A "nightmare", NOT ONLY for ME as a DEAF PERSON but ALSO for Both My SISTER'S whom were Helping ME!!! 

  It took ME Over 24 hours WORKING to GET it ALL WORKING! 
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:05/16/2025

  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.

  have not received good/services purchased for the use of mobile communications, recurring monthly service charges (mobile plan) from the provider Total Wireless by Verizon

  Customer Answer

  Date: 05/16/2025

  I need to add more information to the complaint that will be visible to the company. 
  
  have not received good/services purchased for the use of mobile communications, recurring monthly service charges (mobile plan) from the provider Total Wireless by Verizon.
  
  ORDER NUMBER: 3333-TOWWLAARW0 
  IMEI: ***************
  DEVICE SERIAL NUMBER: **********
  SIM CARD: ********************
  AIRTIME PLAN PURCHASED WITH DEVICE BUNDLE: $165 for 3 months 
  
  I have received the device and have attempted to activate the device via online portal. activating is unsuccessful. 
  I then contacted support via live chat and spent over a hour trying to get the device activated. the *** was unable to activate the device. 
  
  later in the day I called their support team in another attempt to activate the device with, after spending 3 hours and bounced around to multiple customer service ***s ****** could successfully activate the device. I was given reasons such as the device has been dropped form network support (which does not make sense as this is a new device which was released may 15th 2025, the device and same plan I purchased is still available for order at the time of writing this). another reason I was given was that ******** phones are not compatible with the Total Wireless network, ******** phones only work on Straight Stalk. I was instructed to purchase a ******* device in order to use with the Total wireless network (this again makes no sense because Total wireless offers many ******** and ******* phones on their site, both Total Wireless and Straight talk are MVNO providers using the Verizon Wireless network)

  Business Response

  Date: 05/28/2025

  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 have not received the mobile services for which you are being charged monthly by Total Wireless.
  
  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. 
  
  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 that could affect the service. The device in use also shows to be compatible with todays current network standard. Moreover, the usage report of your line still indicates that service is being used.
  
  We attempted to contact you via phone number ************ and we sent email messages to your email address ******************* on 5/16/2025, 5/19/2025, 5/20/2025, 5/21/2025 and 5/26/2025 but we were unable to reach you. We have not heard or received any response from you.
  
  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 1320798686. 
  
  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:05/15/2025

  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.

  Purchased a device and service on February 28, 2025 when the unlocking policy was that the device will be unlocked after ***************************************** not. On April 1, 2025 Total changed their policy to require 60 days of service in order to unlock phones. Total now declines to follow the agreement made on February 28, 2025 and declines to unlock the phone. I am seeking ***'s help so that Total unlocks the device.

  Business Response

  Date: 05/28/2025

  Dear Genko ******:
  
  
  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 based on the unlocking policy in effect at the time you purchase and activate your device.
  
  ******************** 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 5/17/2025 via phone number ************ and discuss your unlocking request. Upon review, we found that you recently reactivated your phone but upon checking the phones unlocking eligibility, the system prompted the message, Not eligible - insufficient time from device activation or 60 paid service days required. You were informed regarding the matter and recommended to complete unlocking eligibility requirements, but you disagree with the resolution provided. We understand that you desire to have your phone unlocked, but your device does not currently meet the eligibility criteria for unlocking as outlined in our policy. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request.  
  
  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 1320788281. 
  
  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: 05/30/2025

   
  Complaint: 23335142
  
  I am rejecting this response because:

  Their effective policy (attached) at the time clearly notes "the cellphone will be remotely unlocked automatically, sixty (60) days after Activation." Total's response to the complaint is incorrect because the "60 days of paid active service" was never in the terms and conditions when we agreed to the terms. Therefore I am requesting that Total follows our agreed upon contract and unlocks the phone without requesting more ********************************* ******

  Business Response

  Date: 06/06/2025

  Dear Genko ******:
  
  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 follow-up complaint states that the Unlocking Policy when you activated the phone did not require 60 days of paid and active service, instead it only requires waiting 60 days after ************** are requesting to unlock your phone based on the agreed policy.
  
  We understand your desire to use the device on another carrier's 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 ********************* 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. Unlocking requests submitted on or after 4/1/2025 must comply with this policy.
  
  In reviewing your account, our records show that you activated the phone in February 2025, with a 1-month unlimited plan, and got deactivated in March 2025, due to non-renewal of service. It was reactivated in May 2025 with another 1-month unlimited plan.Note that the device will be eligible for unlocking after 60 days of paid and active service.
  
  We attempted to contact you via phone number ************, and have sent emails to ***************** on 06/03/2025,and 06/05/2025, to discuss the status of your account and unlocking request.However, we were unable to reach you and have not yet received your reply to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN 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 1320788281.
  
  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:05/14/2025

  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.

  March 28, 2025 I purchased an iPhone 13 and one month service card from Total Wireless website. The phone was shipped out but I never received it and it was returned to Total Wireless per *** tracking system on April 6, 2025. I called Total to request a refund or reship to a different address. I was told it would take 30 days from when they received the returned package. I waited 30 days and was told I had to go through CashApp because that is how I paid. I contacted ******* and they denied my claim because Total shipped the phone. I cannot appeal through CashApp and Total refuses to refund me. I want my money back.

  Business Response

  Date: 05/12/2025

  Dear BBB,
  
  Thank you for contacting Verizons Office of Executive Relations regarding ****** ****** complaint.  In her/his complaint, received on 05/09/2025, the issue is regarding a refund expected for a cell phone and service purchased by Total Wireless.
  
  Upon further review, weve determined the customers concern should be addressed by ********************, not **********************. 
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  Sincerely,
  Jonathan 
  Verizon Fios Executive Relations
  
  

  Customer Answer

  Date: 05/12/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Verizon owns Total. Total has my payment for products I did not receive. I want my refund, whether from Verizon or from Total. 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

  Customer Answer

  Date: 05/14/2025

  I dont feel like the fact the package was returned immediately and not received is being noted. I included the tracking information provided to me by *** confirming that they received the returned package. 

  Business Response

  Date: 05/28/2025

  Dear ****** ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 9, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you ordered an iPhone and a service plan on 3/28/******** did not receive it and was returned on 4/6/2025. You requested a refund;however, you were advised to wait 30 days, and after 30 days, you were advised to contact *******. ******* also denied your claim, and now you still have not received your refund.
  
  We reviewed your order with order ID 0231-05250W3L1L;it was placed on 3/28/2025 amounting $229.99. As per *** tracking # 1ZY902R60238252068,the package was shipped out on 3/29/2025, but was not delivered since they were unable to obtain the correct address, and got returned back to the warehouse on 4/3/2025.
  
  In our efforts to resolve this issue, we submitted an escalation with reference ticket No. ********** on 05/18/2025 in order to issue a refund for $229.99, which was processed on 05/20/2025 per confirmation ID 434249464AMKU4TL.
  
  We spoke with you via phone number *********** on 05/20/2025, and discussed the aforementioned, and you confirmed that the refund had been processed.
  
  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: 05/29/2025

   
  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:05/13/2025

  Type:Customer Service 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 cellular service with Total Wireless. My service is completely dead so I contact customer support and spoke with *****. ***** could not get my phone connected with service so I asked for a supervisor. ***** stated that I could call to speak with customer service but I stated that my phone does not work. ***** eventually just cut off the chat and I am left without any service. I've attached a copy of my chat with Total Wireless.

  Business Response

  Date: 05/27/2025

  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 your phone service was not working and contacting customer support still left your issue unresolved.
  
  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. We confirm that coverage is available in the area and no known outage was ever reported.
  
  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 spoke with you on 5/14/2025 via phone number ********** when you return our call and you reiterated that your service is not working. Thus, we performed troubleshooting on the phone and were able to resolve your concerns. No further assistance is needed.
  
  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 1320602384. 
  
  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: 05/28/2025

   
  Complaint: 23323536
  
  I am rejecting this response because: My phone has not been unlocked per the *** and Total Wireless guidelines. Please unlock the phone.
  
  Sincerely,
  
  *** **********

  Business Response

  Date: 06/06/2025

  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 your phone has not been unlocked and you are requesting to have it done.
  
  We attempted to contact you via phone at ************ and email at ****************** on 5/30/2025, 6/1/2025, 6/4/2025, 6/5/2025 and 6/6/2025 but we were unable to speak with you and we have not received any email response. As we reviewed your account, we found that your phone with serial number also known as IMEI number ending in 9628 has been unlocked as per reference number **********.
  
  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 1320602384. 
  
  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: 06/09/2025

   
  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:05/13/2025

  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 ******* Galaxy A35 5G (IMEI# *** 353 011 070 669) from TotalWireless (formerly called TotalbyVerizon) on Feb 20, 2025, which was shipped to me on Feb 21, 2025. I activated that iPhone with number ************ on Feb 25, 2025.According to the unlock policy (******************************************************************************************) during my activation date (Feb 21, 2025), the ******* Galaxy A35 5G was supposed to be unlocked on the 60th day from the activation date which should be ~Apr 25th/ 26th, 2025.. but my device was not unlocked and upon contacting TotalWireless, they are denying unlock stating they have new unlock policy which was announced and went in effect on April 01, 2025. As my device did not get unlocked before April 1, I have to pay another new 2 months of service to be able to unlock my device.This is injustice to retrospectively apply a policy that was announced later than my original contract with the company.

  Business Response

  Date: 05/27/2025

  Dear S M ****** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 13, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased and activated a phone in February 2025, and requested to have it unlocked after 60 days, owing to the Unlocking Policy. However, your unlocking request was denied due to the new policy which was effective on 4/1/2025, and required you to purchase another 2 months of service.
  
  We understand your desire to use the device on another carrier's 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 ********************* 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. Unlocking requests submitted on or after 4/1/2025 must comply with this policy.
  
  We reviewed your account with phone number ending in 2569 and determined that it was activated on 2/25/2025 by redeeming a 30-day unlimited plan, and got deactivated on 3/25/2025 due to non-renewal of service. In addition, it was reactivated on 5/15/2025 with another 30-day plan. Once the phone meets the required 60 days of paid and active service, it will be eligible for unlocking.
  
  We spoke with you on 5/15/2025 via phone number ************. As per conversation, you were assisted by a customer service and added a ********** plan to your account. We informed you that all unlocking requests submitted on or after 41/2025 must adhere to this policy,and you agreed to wait for your phone meets the required active days.
  
  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 *********************

  Customer Answer

  Date: 05/28/2025

   
  Complaint: 23322053
  
  I am rejecting this response because:

  I was left with no options other than recharging my account with a plan so that I could be eligible to unlock my device.

  It is a clear violation of the agreement on unlocking the phone when I purchased and activated the phone.

  
  
  Sincerely,
  
  S M ****** ******

  Business Response

  Date: 06/06/2025

  Dear S M ****** ******:
  
  
  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 required to recharge your phone to meet the eligibility criteria for unlocking. You believe this requirement violates the unlocking agreement that was in effect at the time of your phones purchase and activation.
  
  We understand your request to have your phone unlocked. As outlined in our terms and conditions, the Unlocking Policy may change at any time without prior notice, and all current eligibility requirements must be met. Upon review, we found that your phone is close to completing the 60 active days requirement following the addition of the second service plan. Once all criteria are fulfilled, we will automatically initiate the unlocking process.
  
  We attempted to reach you via phone at ************ and email at ********************** on the following dates: June 1, 4, 5, and 6, 2025. However, we were unable to speak with you and have not received any response to our messages.
  
  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 1320726308. 
  
  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:05/12/2025

  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 purchased and activated a Total Wireless phone on March 12, 2025. At the time of purchase, the active policy stated that a phone would be unlocked after 60 days of activation. I understand a new policy effective April 1, 2025, requires 60 days of paid service for unlocking. Since my phone was purchased and activated before the new policy took effect, I am entitled to the original policy ******** it has been over 60 days since activation, I request that Total Wireless unlock my phone per the policy in place on March 12, 2025.

  Business Response

  Date: 05/26/2025

  Dear ***** ***:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 12, 2025, regarding BBB Case number ******** complaint.?????? 
  
  Your complaint states that you purchased and activated a Total Wireless phone on March 12, 2025. At the time of purchase,the policy stated that a phone would be unlocked 60 days after activation.On April 1, 2025, the new policy requires 60 days of paid service for unlocking. However, your phone was purchased and activated before the new policy.Thus, you were entitled to the original policy terms.
  
  Please be advised that Total Wireless Unlocking Policy states that:
  
  For cellphones activated with new service on the Verizon network on or after November 23, 2021, 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 the unlocking policy, customers may visit our website at ***********************. 
  
  Upon review, you purchased an iPhone 13 on March 9, 2025, with serial number ending in 9766. It was activated on March 12, 2025, by adding a $65 unlimited plan for 1-month access. The device was deactivated on April 12, 2025, due to non-renewal of service, which makes it not eligible for unlocking due to not meeting the requirements.
  
  We spoke with you on May 13, 2025, via phone number ************** and you were informed of the aforementioned. We offered to purchase a plan and be eligible for free unlocking after 30 days from reactivation. You agreed and we reinstated your account with a ************************ stay connected plan for 30 days. We advised you that the system will automatically unlock the device once 30 days have passed, which you acknowledged.
  
  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 1320548548.
  
  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: 05/27/2025

   
  Complaint: 23319644
  
  I am rejecting this response because: I bought the phone and activated it before April 1, 2025, I should be eligible for unlocking after 60 days with one month of paid service.
  
  Sincerely,
  
  ***** ***

  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 27, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that your phone should be eligible for unlocking with one month of paid service, since you activated it prior April 1, 2025, when the policy was updated.
  
  We understand your desire to use the device on another carrier's 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 ********************* 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. Unlocking requests submitted on or after 4/1/2025 must comply with this policy.
  
  We spoke with you on June 2, 2025,via phone number ************, and discussed the status of the account. We verified the account and created a ticket to initiate the unlocking process and this would take two business days for processing the request and then an email will be sent out with instructions and information related to the unlocking request. We agreed for a callback just to make sure the phone will be unlock.
  
  We made a follow-up call on June ******, via phone number ************, and have sent an email to *************************;however, we were unable to reach you and have not yet received your reply to our email.
  
  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 1320548548.
  
  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.
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:05/12/2025

  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.

  Dear Better Business Bureau,I am writing to file a formal complaint against Total Wireless regarding a problematic order for an iPhone 13, order number 3113-2116A0LS3E, placed on May 6, 2025. Immediately after placing the order, I realized I had selected the incorrect payment method. Also, I had an impending travel plan and was concerned about receiving the package before my departure. Therefore, within several hours of placing the order, I contacted Total Wireless customer service to request a cancellation. However, I was informed that the order could not be canceled and that my only option was to refuse the delivery, even though the shipping label was created on May 9.I explained to the customer service agent that I would be traveling and would be unable to refuse the delivery. Based on my prior experience with shipping, the sender typically has the ability to intercept a package. Also, given the high value of an iPhone 13, I anticipated that a signature would be required upon delivery for security purposes.Despite my concerns and my inability to receive the package due to travel, I received an email from *** on May 12, stating that my order had been delivered without requiring a signature. This is very concerning as I am currently traveling and unable to secure the package, creating a significant risk of loss. My attempts to contact Total Wireless customer service again via both chat and phone to address this improper delivery have been unsuccessful, leaving me with no means to resolve this issue. The lack of an email contact option further compounded my initial difficulty in attempting a timely cancellation outside of their limited customer service ******** summary, I am kindly requesting the BBB's assistance in resolving the following issues:1. Failed cancellation 2. Inadequate customer service support 3. Unwillingness to help customer (myself) to solve the problem 4. Improper delivery (no signature requirement for an expensive electronic device)

  Business Response

  Date: 05/27/2025

  Dear ****** ***:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 12, 2025 regarding BBB Case number ******** complaint. 
  
  Your complaint states that you ordered an iPhone 13 on 5/6/2025, but decided to cancel it due to an impending travel plan. However, you were told it could not be canceled, and that you need to refuse delivery, which you could not do while you are away. Despite your concerns, the device was delivered on 5/12/2025, leaving it unsecured. In addition, there is a lack of email support, which compounded to the concerns you were having.
  
  Please be advised that once an order is placed, it will be forwarded to the fulfillment facility for processing, and there is no option to cancel it manually. As per Policy, you may refuse the package to cancel the order, or return the package to get a refund.
  
  We reviewed your order with order ID ***************;it was placed on 5/6/2025, and our records show that the package was delivered to *********, **, on 5/12/2025, per *** tracking # 1ZY902R61339237580. We found no records of the phone being activated yet.
  
  We attempted to contact you via phone number ************ and have sent an email to ******************** on 5/16/2025,to discuss the aforementioned. We were unable to reach you via call; however,we received your reply via email, requesting callback in the following week. We made further attempts to reach you via same phone number and email on 5/23/2025 and 5/24/2025; however, we were unable to reach you, and have not yet received your reply to our emails.
  
  If you should still require assistance, you can contact ************** enter PIN 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 1320773294.
  
  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:05/11/2025

  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 looking to unlock my phone with total wireless as I purchased the phone under their policy and activated it as well where it required activation for one month and we had to wait 60 days in order to get it unlocked. Total wireless changed their policy on Policy April 1st saying that it now needs 60 days of service before unlocking. This is a bait and switch scam as I bought the phone and activated the phone before April first and was told that I would be entitled to the old unlocking policy. I am logging this complaint against them so that I can get the phone unlocked under the terms that I was promised

  Business Response

  Date: 05/26/2025

  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 based on the unlocking policy in effect at the time you purchased 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 5/13/2025 via phone number ********** and discuss your unlocking request. Upon review, we found that your phone has been deactivated since April due to non-renewal of service. You only refilled the phone once and that was upon activation. As we checked each phones unlocking eligibility, the system prompted the message, Not eligible -insufficient time from device activation or 60 paid service days required. Thus,you were advice to reactivate the phone and complete the unlocking eligibility to which you agreed. Rest assured once the account reflects the required 60 days after paid Activation and 60 days of paid active service, and the device meets the other conditions; you can resubmit the unlocking request. 
  
  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 1320553214. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department