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:05/12/2025

  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 
  

• Initial Complaint

  Date:05/09/2025

  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 purchased a device from ******************** on February 26 and activated it on March 4. According to the unlock policy in effect at the time of activation, the cellphone was to be remotely unlocked automatically sixty (60) days after activation. It has now been well over 60 days since activation, yet my unlock request has been denied. I contacted both customer service and the unlocking department, but they were unclear about any changes to the policy. I later learned that the unlock policy was updated for new customers starting April 1, which should not apply to my case. Adding to the confusion, Total Wireless is now claiming they cannot verify that I purchased the phone through themeven though I provided both the order number and tracking information. I have attached screenshots of the bill and the unlock policy that was in effect at the time of activation. I have made multiple attempts to resolve this issue directly with Total Wireless, but my concerns have been repeatedly dismissed, and I have been transferred between departments without any resolution. At this point, I am requesting the BBBs assistance in resolving this matter and ensuring that my device is unlocked as originally promised under the applicable terms.

  Business Response

  Date: 05/21/2025

  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 5/19/2025 via phone number ********** and discuss your unlocking request. Upon review, we confirm that the phone is one of our branded devices and found that you recently put the second airtime plan to your phone and have the service reactivated. In addition, as we checked the phones unlocking eligibility, the record shows that eligibility requirement has not been met yet. 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. Thus, we encourage you to keep your phone service active.
  
  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 1320540744. 
  
  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: 05/21/2025

   
  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:05/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an unlimited plan with total wireless. For the past month every few days, I lose my mobile data and phone service. I then have to call customer service. Sometimes they fix it, sometimes they cannot. They tell me they are not allowed to tell me how they fixed it or what the issue was. They each time assure me it will never happen again. It has now happened 5 times this month and when I lose service, sometimes I have no way to call the customer service to fix the issue. The only way to be able to get any results from this company is to file an FCC and BBB complaint. ******** company with horrible customer service. I will be switching back to Verizon.

  Business Response

  Date: 05/21/2025

  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 will lose your mobile data and phone service every few days in an unlimited plan for the past months, and customer service sometimes fixed it and sometimes not. You were assured that the issue would not recur; however, it already happened 5 times now.
  
  We reviewed your account, and found that the phone number ending in 7237 is under Total Wireless with a 5G Unlimited $55 plan that was added on 04/11/2025. The account was deactivated on 5/11/2025 due to non-renewal of service, and got reactivated with the same plan on 5/16/2025. Records show that you have contacted customer service regarding an issue with your mobile data, and on 5/16/2025, your account was deactivated due to a successful port-out request, with Port-out reference number 1320787261.
  
  We attempted to contact you via phone number ************ and email **************** on 05/13/2025, to discuss the matter with your complaint. We were unable to reach you via call; however, we received your email response, expressing your dissatisfaction with the service.
  
  We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  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.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been, and am currently, on the phone with Total Wireless customer service for 59 minutes and 09 seconds trying to take care of an issue that would previously NOT been an issue. My service is set to auto renew tomorrow the 8th of May. After getting a message saying I was out of data I went online to renew my service today, one day early. The system took my payment of $106.09 out of my account but would not allow me the option to renew service one day early. I have in recent past renewed early, which I am aware changes my due date. I called customer service and to make a very long story short they have told me it is impossible to renew my service early. The customer service man is currently using my reward points to add minutes to only 2 lines in my four line family plan. If this is how service is now, it is quite different from the service I have become accustomed to over the past several years with Total Wireless. *update- after purchasing 200 extra mb of data yesterday afternoon, total wireless is telling me we have used it all in less than 24 hours but say they cannot see which line is using all of the data. Apparently there is also no supervisor or technical support that I can be transferred to.

  Business Response

  Date: 05/22/2025

  Dear ****** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 07, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you are unable to renew your service before the service end date. In addition, the 200 MB add-on data you added the previous day was used up, but has no way to know which line used it up.
  
  We reviewed your account and determined that you redeemed a Total Wireless $100 4-line 100 GB shared plan.Note that although data usage in each line in the account is separate, we are unable to determine what type of data balance was used.
  
  In addition, we found failed redemptions on 5/6/2025 and 5/7/2025 in the account due to a systemic error. We apologize for any inconvenience this may have caused you. Nonetheless, our records show that the 4-line shared plan was added to your account on 5/7/2025.
  
  We attempted to contact you via phone number ************ and have sent emails to ******************** on 5/14/2025,5/15/2025, 5/19/2025, 5/21/2025, and 5/22/2025, to discuss the matter with your complaint. We received your email response on 5/14/2025, requesting for a callback;however, we were still unable to reach you via call.
  
  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 1320608244.
  
  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:04/28/2025

  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.

  Hello,I purchased a ******** Edge 2024 phone from Total Wireless in February, 2025. The agreement was that the phone will automatically unlock after 60 days after 30 days of paid service. I held up my end of the agreement, and paid for 30 days of service. However, the phone was supposed to automatically and remotely unlock on April 19 but it did not.This is fraud. Total Wireless is perpetrating fraud on their customers. It seems from the hundreds of complaints online and discussions from other customers that ******************** is attempting to retroactively apply their one-sided new agreement terms that appears on April 1 2025 even to previous purchased made prior to April 1 2025.Not only is this incredibly dishonest but I no longer trust this company anymore!I am an American traveling overseas for the next few months and I was absolutely depending on my phone to be UNLOCKED as agreed by April 20. The phone was supposed to automatically and remotely unlock by this date.I see on social media that MANY customers affected by this problem was offered the option to pay $10 to have it unlocked immediately. I do NOT want to pay an additional $10 but I reached out to Total Wireless to ask about it. Chat was unwilling to help with anything. This leaves me completely stuck with a phone I cannot use. This is false advertising from Total Wireless which advertised to me that it would automatically unlock 60 days after the 30 days of paid service. This is absolute fraud. I'll be filing complaints with state and federal agencies beginning with the *** and I will be talking to lawyers about ************ by EMAIL. Not by phone. I'm overseas.

  Business Response

  Date: 05/13/2025

  Dear ***** Apple:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April *******, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you wanted to have your phone unlocked based on the previous unlocking policy.
  
  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.
  
  Upon review, we found that your Total Wireless device has been without service since 3/19/2025 due to non-renewal of service. As we checked the phones unlocking eligibility, the system prompted the message Not eligible - insufficient time from device activation or 60 paid service days required. The record shows that you only have 30 days of paid and active service days. A clear indicator that you have not met the required condition to have your phone unlocked.
  
  We communicated with you via email ********************* as per your request, on 5/01/2025, 5/02/2025, 5/03/2025, 5/04/2025, 5/06/2025,5/07/2025. You responded to our emails and requests to have your phone unlocked based on the old unlocking policy. However, we had to decline your request as per updated unlocking policy and advised you to reactivate your service with the least plan available to cover the completion of the 60 paid days and 60 active service days; in which you agreed eventually.
  
  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 1319695064. 
  
  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:04/28/2025

  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 Wireless is refusing to unlock my iPhone purchased on January 2025 by applying their new April 2025 policy requiring "60 days of paid active service" instead of honoring their original policy from when I purchased, which only required "60 days after Activation" with no continuous service requirement.On January 25, 2025, I purchased a Total Wireless iPhone 13 (Order 3993-EESS201T0L, IMEI *******************). The phone was activated on February 9, 2025, and became inactive on March 11, 2025 after one month of paid ********** the time of purchase and activation, Total Wireless's unlocking policy (effective July 2024) clearly stated: "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." This policy contained no requirement for the phone to maintain continuous paid service during the entire 60-day period.On April 1, 2025, well after my purchase, Total Wireless changed its policy to require "60 days after paid Activation and 60 days of paid active service" for unlocking. The company is now attempting to retroactively apply this new policy to my purchase, refusing to unlock my phone because it has not been in paid active service for the full 60 days.I request that Total Wireless honor the terms that were in effect at the time of my purchase and activation. A company cannot change contract terms after a purchase has been made and then attempt to enforce those new terms retroactively.

  Business Response

  Date: 05/07/2025

  Dear ***** ********:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you wanted to have your iPhone 13 unlocked as per the previous unlocking policy.
  
  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.
  
  Upon review, we found that your Total Wireless phone is not yet eligible for free unlocking after trying to process the unlocking request.The system prompted an error message when unlocking your device stating, Not eligible - insufficient time from device activation or 60 paid service days required.
  
  We spoke with you on 4/30/2025 via phone number ********** and discussed the unlocking eligibility of your device. We had to decline the request since the requirement has yet to be met. Thus, we advise you to complete the 60 paid active service days to which you agreed. To this date, your phone has been successfully reactivated and awaits to meet all unlocking requirements.
  
  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 1319631278. 
  
  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: 05/07/2025

   
  Complaint: 23258142
  
  I am rejecting this response because:

  Total Wireless is contradicting itself.

  An official account for ******************** on Reddit  social network has clearly indicated that the old policy applies to the devices activated before April 1st:

  Hello, there. For clarification, devices activated before April 1, 2025, the unlocking eligibility remains 60 days post-activation. However, with our updated policy effective April 1, 2025, devices activated on or after this date will be eligible for free unlocking after 60 days of paid activation and 60 days of continuous paid active service.

  *****************************************************************************************

  But the support stuck to their wrong narrative and refusing to unlock.
  
  
  

  Business Response

  Date: 05/15/2025

  Dear ***** ********:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 07, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that the official account of ******************** on Reddit social network indicates that the previous Unlocking Policy is applied for devices activated prior 4/1/2025.However, your phone still could not be unlocked.
  
  We apologize for any inconvenience this information may have caused you. We will review this matter using the link you provided. Nonetheless, please be advised that Unlocking requests submitted after 4/1/2025, should adhere to the updated Unlocking Policy.
  
  Per our latest review, you purchased and redeemed another 30-day service plan to your account on 4/30/**************, you need to wait for the minimum required active days in your account to be eligible for unlocking. As of this writing, the device has 45 Active days of service.
  
  We spoke with you on May 13, 2025,via phone number ************, and discussed the status of your account and Unlocking Request. We advised you to wait for a couple of days for the phone to be eligible for Unlocking, and you agreed to wait.
  
  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 1319631278.
  
  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:04/27/2025

  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.

  Total Wireless adopted a new unlocking policy, applied it retroactively, and failed to provide accurate post-sale assistance FACTS (chronological) Phone activated [date]. FCC Order ****** (Verizon-TracFone) limits locks to 60 days from activation. 26 Apr 2026 chat (see screenshots): Agent **** #****** said:You must use the phone for another 60 days; counting starts tomorrownew policy. Other agents contradicted each other on (a) continuous vs cumulative 60 days, (b) plan cost $10 vs $40, (c) unlock date; *************** twice failed to call back. Current ****************** still promise unlock after 60 days for phones activated = 23 Nov 2021 (PDF attached).?VIOLATIONS A. Retroactive reset breaks Order ****** and CTIA Six-Point Unlock Standard; retroactive harsher terms are unfair under FTC Orkin and Gateway Learning precedents.4 B. Conflicting guidance breaches Truth-in-Billing accuracy rule, 47 C.F.R. *******, and is unjust and unreasonable under 47 U.S.C. 201(b).5 C. Practice frustrates the statutory right to unlock recognized in the Unlocking Consumer ******************************* Competition Act.6 ?RELIEF REQUESTED 1. Unlock all phones under the account ************************** (OTA/code) as original 60-day period ended [date+60].2.Cease applying any retroactive 60-day reset to my *****************/teach one clear written unlock rule and plan price.4.Any further enforcement the Commission deems proper.Thank you for your attention. I can supply additional evidence on request.Respectfully,****** **** Attachments: chat screenshots; TW ****************** PDF.REFERENCES 1 FCC Order ******, App. B ******* (2021).2 CTIA Consumer Code, Six-Point Unlocking Standard (2015).3 Orkin Exterminating **** 108 F.T.C. 263 (1986).4 **********************, FTC Dkt C-4120 (2004).5 Truth-in-Billing, 20 FCC Rcd 6448 n.15 (2005).6 Pub. L. ******* (2014), notes to 17 U.S.C. 1201.

  Business Response

  Date: 05/08/2025

  Dear ****** ****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 27, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that Total Wireless Unlocking Policy was updated, applied retroactively, and made your phone ineligible for unlocking. In addition, you were not assisted properly,and received conflicting information when you contacted customer service.
  
  Please be advised that Straight Talk Wireless Unlocking Policy indicates 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 our Unlocking Policy, you may also visit our website at *************************************;
  
  We reviewed your account and found multiple devices associated with it. However, none of the devices is eligible for unlocking yet, as it has not met the required ********************************** addition, for the non-branded device, you will need to request the unlocking from the original service provider where it was purchased, to have it unlocked.
  
  We appreciate your feedback regarding your negative customer service experience. We value customer feedback to support future improvements. We apologize for any inconvenience you may have experienced and will do our best to prevent similar issues from occurring in the future. As part of our commitment to assist our customers, our team undergoes continuous training.
  
  We attempted to contact you via phone number ************ and have sent emails to ************************** on 4/29/2025,4/30/2025, 5/1/2025, 5/4/2025, and 5/5/2025, to discuss the matter with your complaint. However, we were unable to reach you and have not yet received your reply to our emails. We need to speak with you directly to discuss this matter.
  
  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 *********************

• Initial Complaint

  Date:04/27/2025

  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.

  Total wireless has changed policy to unlock my phone after I bought phone. Its one sided step taken by company and its unethical I am also filing company to *** for the same.Bought the phone in feb 60 days are over on April so as per when I bought it should be unlocked but company is asking $40 which IS unethical.

  Business Response

  Date: 05/06/2025

  Dear ******* *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 27, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a phone in February and has passed 60 days so it should be unlocked; however,you were asked $40 for the request. In addition, you stated that the company has changed the Unlocking Policy after you purchased the phone.
  
  Please be advised that Straight Talk Wireless Unlocking Policy indicates 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 our Unlocking Policy, you may also visit our website at *************************************;
  
  We reviewed your account and determined that you activated the phone with phone number ending in 5381 with a $55 30-day unlimited plan on 3/5/2025. The device was deactivated on 4/7/2025 due to non-renewal of service. In addition, we also found another line in your account with phone number ending in 8458, which was activated on 2/20/2025 with $55 30-day unlimited plan, and got deactivated on 3/20/2025 due to non-renewal of service. With this, both device has not met the required 60 days of paid and active service, and is therefore, not eligible for unlocking.
  
  We spoke with you via phone number ************ on 04/29/2025 and confirmed your complaint was in regards for both device on your account. You agreed to pay for additional 30 days of service on each device, and both lines were reactivated with a 30-day plan. With this, both lines would be eligible for unlocking after completing the 60-day paid and active service unlocking requirement.
  
  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 **********************
  

• Initial Complaint

  Date:04/25/2025

  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 lost my phone and have not been able to retrieve it. I will like to because I am not able to logged in my Gmail or bank account. I have submitted attachment and a police copy and pasted. Below is the police copy and paste with it's number. All I can tell you is that you left the phone on the table, walked away, you can back and looked at the first table, but you had moved the phone to the second take. The was taken a few hours later. Investigator Alrazi **** # *** ************************ Criminal Investigation Unit | New York Division O: ************ | F: ************ C: 202 845 3055 24/7: ************ Confidentiality Notice: This e-mail communication and any attachments contain confidential and privileged information intended solely for the use of the designated recipients named above. If you are not an intended recipient of this communication, or if you have received this communication in error, any review, disclosure, dissemination, distribution or copying of this communication, its contents as well as any attachments, is prohibited and may subject you to prosecution. If you have received this communication in error, please notify the sender immediately by replying to this message and deleting it from your computer.

  Business Response

  Date: 05/08/2025

  Dear ***** ******* *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you lost your phone and has not been able to access your online account. Thus, you are requesting assistance to retrieve your number or get a refund.
  
  We spoke with you on 4/30/2025 via phone number ********** and discuss the retrieval of your number ending in 1171. Upon review, we found that the number is still available and can be assign to your new device. You requested to have the number connected to your phone with serial number ending in 0059. As we checked, the phone is active with a different number ending in 3564. You agreed to deactivate the number and callback was set up once update is done. We manage to reactivate your phone with the serial number ending in 0059 using your old number ending in 1171. Reference number **********. We tried to call you back to provide the update using the number ********** on 4/30/2025, 5/02/2025, 5/03/2025 and 5/06/2025, but with no success. The emails we sent via ********************************* has receive no response as well.
  
  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 1319576295. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department