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:04/25/2025

  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.

  March 7th i went to the Total Wireless site and signed into my account to redeem points and chose a **** ***** pizza gift card once received i could not use the virtual gift card because the error message said NOT ACTIVE.I called Total Wireless customer service on 3 separate days withe last agent spoken to named ***** and chatted with several agents with no resolution they claimed they don't have Papa ****** as a provider and that is not true i have a screen shot from the website.When I asked for my points to be refunded , they replied past 30 days even though i started this process more than 30 days ago I would like my 2600 points that i redeemed on March 7th to be refunded.I cannot use the gift card and i attempted to use in person over the phone and on line

  Business Response

  Date: 05/09/2025

  Dear ****** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 4/25/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you used your accumulated Loyalty Rewards points to redeem a **** **** Pizza gift card; however, the gift card could not be used, with an error message showing Not Active. You contacted customer service for assistance;however, the issue was still unresolved. With this, you requested to be refunded for the points you used.
  
  We reviewed your account with phone number ending in 7800; it is active and provisioned in our system. Our records show that a gift card was redeemed using 2600 on 2/21/2025.We apologize for any inconvenience this may have caused you, and we have already submitted an escalation to conduct an investigation and resolve the issue.
  
  We spoke with you via phone number ************, on 5/8/2025, and discussed the status of your account and service concerns. We agreed to give you a callback once we received a response from the escalation.
  
  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: 05/14/2025

  I received 2 calls from Total Wireless from the same representative ******* once on 4/30 and next on May 8th from ************** with no resolution I have not received a call back yet

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23249514
  
  I received 2 calls from Total Wireless from the same representative ******* once on 4/30 and next on May 8th from ************** with no resolution I have not received a call back yet
  
  Sincerely,
  
  ****** ******

  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 5/14/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you received follow-up calls regarding your complaint, but with no resolution yet. In addition, you have not yet received further updates.
  
  We apologize for any inconvenience this may have caused you. As per latest update on the escalation, it shows that the $25 amount is present in the Gift card and that there should have been no issue. Therefore, we need to confirm from you if the error still persist.
  
  We attempted to contact you via phone number ************ and have sent emails to *********************** on 5/19/2025, 5/20/2025, and 5/21/2025, to discuss the aforementioned. However,we were unable to reach you and have not yet received your reply to our emails.We will make further attempts to contact you in the following days to discuss this matter.
  
  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: 06/06/2025

  The issue has been resolved.

   

  Thank you BBB for your help 

• Initial Complaint

  Date:04/25/2025

  Type:Billing 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 transferred my service to Total Wireless by Verizon, bringing my own phone, in Feb 2025 and signed up for a $20 monthly, unlimited 5g service price not to change for 3 years.The first month they charged my credit card $40. After several hours on the phone Total agreed they made a mistake and credited my card for $20. The next month the charge went back to $40 and they have charged me $40 for every month since. Calling their customer service is a trip to h*** and wastes hours of my day. I put off calling them until today, spent one hour explaining multiple times to the *** my problem, asked to talk to a supervisor and listened to Spanish hold messages for 20 minutes. I hung up in desperation. I want to stay with Verizon in some form but fear it's not possible. Please help

  Customer Answer

  Date: 05/05/2025

  I received a call from Total wireless last week.  Their agent explained there was some kind of problem giving me the $20 per month rate in that the sim card in my phone was a Tracfone sim and not eligible for the $20 a month rate.  He said if I was willing to install a new sim card from Total wireless they could make the necessary changes to my account, transfer my service to Total Wireless and charge me the $20 per month as agreed.

  When the new sim arrived I called the customer service number provided, installed the new sim and it automatically assigned a new phone number to the phone,  This is not what I wanted. After spending at least an hour on the phone I at least got my number back and the agent online assured me everything will be OK.  I am still concerned that my home screen still shows my connection is TFW not Total and I suspect I am being charged $40 a month.  It is no exaggeration that I have spent more than 8 hours talking with TFW/Total people and still the problem is not fixed. 

   

  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 transferred your service over to Total Wireless through the Bring Your Own Phone program and were able to receive the $20 per month offer. However, for the past months, you were charged $40 and calling customer support still left the concern unresolved.
  
  Upon review, we found that you had activated your Total Wireless Bring Your Own Device (****) with a serial number also known as IMEI number ending in 4051 on 1/7/2025 by switching your number over with reference number **********. In addition, you were able to receive the intended discount and paid $20 for your **** phones activation. However, the record also shows that your service was switched over to a Total Wireless branded device with serial number also known as IMEI number ending in 9111 that day which makes you ineligible for the Total Wireless 50% Off **** promotion. Disqualifying factors for the promotion are as follows: (1) Plan change to non-eligible plan, (2) SIM swap or when a customer inserts the same SIM to a branded TW phone, (3) Device activation utilizing a branded TW phone, (4) Phone upgrade from a **** to a branded TW phone and (5) Deactivation or port out. Thus, you were paying $40 for your airtime plan from February to May.
  
  We spoke with you on 4/28/2025 via phone number ********** and aforementioned was discuss. You agreed to switch your service back to the **** phone to receive the $50% off discount, but a new SIM is needed to proceed, with that, a replacement request was created with service ticket **********. Your **** phone was reactivated on 5/05/2025 using the new SIM card and we manage to reinstate the $50% off discount. Please keep your **** phone active to receive the discount. A follow-up call was made on 5/06/2025 confirming that discount has been applied to the **** phone.
  
  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 1319484275. 
  
  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: 05/20/2025

   
  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,
  
  ****** ******

   

  This acceptance is based on Total Wireless/ Tracfone charging my credit card $20 a month in the future for phone service as was promised by them in February 2025, but  not  processed.  Again, I have spent many hours with their customer service since March 2025 trying to get this straightened out with no success until I contacted BBB.

   

  It still took too long to get this corrected even after BBB forwarded my complaint

• Initial Complaint

  Date:04/25/2025

  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.

  Well I had previously purchased phone with my Business account... Had no problem buying the phone but I noticed that the phones would keep getting sent back ..and still never refunded my business card I used to purchase the phones since I was going to give the phones to my driver's ....Well I made a Better Business complaint previous to this one and a representative of total wireless called me and we were on the phone for 1hr 23min and came to the resolution they owed me $3,500 USD well... They said wait until today (Wednesday April *******) Wednesday for the money to be deposited in to my chime account since I had cancelled all my business debit cards because of this negligence of TOTAL WIRELESS part.. Well I haven't received anything to date...

  Business Response

  Date: 04/24/2025

  Dear Better Business Bureau,
  
  
  
  Thank you for contacting Verizon's Office of Executive Relations regarding **** ********* complaint. In his complaint, received on 04/23/2025, Mr. ******* detailed his billing dispute with Total Wireless. This is a Non-Verizon concern.
  
  
  Upon further review, we've determined the customer's concern should be addressed by the Total Wireless team. Per Better Business Bureau guidelines, please forward Mr. ********* complaint to the appropriate Total Wireless Team for handling.
  
  
  
  
  
  
  We appreciate you bringing this matter to our attention for resolution and apologize for any inconvenience this has caused.
  
  
  
  
  
  Sincerely,
  
  Roushatta
  
  Verizon Executive Relations Team

  Business Response

  Date: 05/13/2025

  Dear **** *******:??  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 23, 2025, regarding BBB Case number ******** complaint.??  
  
  Your complaint states that you purchased phones using your business card, but they kept getting sent back and never received a refund. 
  
  Upon review, you purchased a ******* device on April 7, 2025, amounting to $743.02; it was delivered on April 9, 2025, with reference tracking number 1ZY902R61338524164 via UPS courier and activated on the same day. Another purchase was made on April 8, 2025, for two (2) iPhone devices, with order number *********; amounting to $677.30 and it was returned to us, as per tracking number 1ZY902R61338525350 via UPS courier. Meanwhile, the order number *********, amounting to $680.04, was cancelled due to no available stock. 
  
  Moreover, you made another phone purchase on April 11, 2025, with order number *********; amounting to $556.43,but it was unsuccessful. On April 15, 2025, made a phone purchase, amounting to $319.74, but it was cancelled, with reference order number *********. 
  
  We have confirmed that you used the funds in your account wallet during the purchase. As per policy, the Customers Wallet balance is non-refundable and non-transferable. A Wallet balance cannot be transferred to another Account or person, nor can it be used with or transferred to another wireless service provider. Funds loaded into the Wallet cannot be exchanged for cash except where required by law. No credit card, credit line, overdraft protection, or deposit account is associated with your Wallet. We reserve the right to correct your Wallet balance if we believe that an error has occurred, and we disclaim all liability for any such errors. 
  
  Thus,we credited your account wallet for the order number *********, amounting to $297.03; with merchant reference number BRM20250417205348626. Another credit for the order number *********, amounting to $628.15; with merchant reference number BRM20250410203171182.
  
  On the other hand, an escalation was sent to credit back your wallet for the order number ********* and *********.
  
  We spoke with you on May 9, 2025, via phone number **************. We informed you with the aforementioned, which you agreed.
  
  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 1318727335.??? 
  
  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: 05/14/2025

   
  Complaint: 23239586
  
  I am rejecting this response because: 

  FOR STARTERS THEY CANCELLED MY MAIN PHONE LINE, THEIR IS NO ACCOUNT I CANNOT ACCESS IT SO IT SOUNDS GOOD ??BUT THEIR SO FULL OF C*** WHEN THEY SMILE CORN SHOWS!!!!! 

  I CANNOT log in to MY ACCOUNT AS MY NUMBER SUDDENLY DOESN'T EXIST SO THE **** THEY PUT IT CAN'T BE TRANSFERRED WELL NO CORN! It can't be logged into 

  Please provide me with a phone number since the account I paid for no longer EXIST 
  
  Sincerely,
  
  **** *******

  Business Response

  Date: 05/23/2025

  Dear **** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 5/14/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that your main phone line has been cancelled and you could not access the account.
  
  We reviewed your phone number ending in 2131; the account was deactivated on 5/10/2025, with an INACTIVE status. Please be advised that phones with this status are those phones that has not been sold yet, or has been returned to the store and got rescanned. There are also cases where the box where the phone came from got rescanned and resulted in an INACTIVE phone status. Our records show that this phone with IMEI number ending in 8897 was purchased from ******. We need further details to determine what caused this issue.
  
  We have sent you emails to ******************** on 5/19/2025 and 5/20/2025, regarding this matter, and we received your reply on 5/21/2025, stating that your device was returned to ****** on 4/29/2025. In addition, you are requesting to get two iPhone 16 pro max as compensation. Unfortunately, we dont provide free phones for reconciliation of any issues. Nevertheless, we will offer assistance about your concern.
  
  As of 5/23/2025,we received updates from the escalation regarding your refund request, which stated that credits were added to the wallet. We need to speak with your directly to discuss this matter.
  
  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: 05/24/2025

   
  Complaint: 23239586
  
  I am rejecting this response because it doesn't even specify amount. And the only refund or credit I received was for a a9 tablet...kindly re-evaluate the situationn... I purchased and have documentation for and provided in screenshots for 

  1phone 16e in the amount of $627 usd which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  1phone 15 for 548  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  3 iPhone 13 phones in the amount of $297 x each order for 3 orders tot which was paid with credits from my wallet and also charged to my credit card on file(see attached) 
  Sincerely,
  

  Motorola Razr 2024 which was $ 568 and shipped but a return to sender was initiated and it was delivered to Indiana  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  Samsung s25 in the amount of 687 which was never delivered but tracked to a EcoAtm kiosk  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  I do not want credit, if you can't deliver the phones i paid for. 

  also this is my written notice of dispute and written notice to enact ARBITRATION 

  
  **** *******

  Customer Answer

  Date: 05/27/2025

  I am rejecting this response because it doesn't even specify amount. And the only refund or credit I received was for a a9 tablet...kindly re-evaluate the situationn... I purchased and have documentation for and provided in screenshots for 

  1phone 16e in the amount of $627 usd which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  1phone 15 for 548  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  3 iPhone 13 phones in the amount of $297 x each order for 3 orders tot which was paid with credits from my wallet and also charged to my credit card on file(see attached) 
  Sincerely,
  

  Motorola Razr 2024 which was $ 568 and shipped but a return to sender was initiated and it was delivered to Indiana  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  Samsung s25 in the amount of 687 which was never delivered but tracked to a EcoAtm kiosk  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  I do not want credit, if you can't deliver the phones i paid for. 

  also this is my written notice of dispute and written notice to enact ARBITRATION
  

  Customer Answer

  Date: 05/27/2025

   
  Complaint: 23239586
  
  

  I am rejecting this response because it doesn't even specify amount. And the only refund or credit I received was for a a9 tablet...kindly re-evaluate the situationn... I purchased and have documentation for and provided in screenshots for 

  1phone 16e in the amount of $627 usd which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  1phone 15 for 548  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  3 iPhone 13 phones in the amount of $297 x each order for 3 orders tot which was paid with credits from my wallet and also charged to my credit card on file(see attached) 
  Sincerely,
  

  Motorola Razr 2024 which was $ 568 and shipped but a return to sender was initiated and it was delivered to Indiana  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  Samsung s25 in the amount of 687 which was never delivered but tracked to a EcoAtm kiosk  which was paid with credits from my wallet and also charged to my credit card on file(see attached) 

  I do not want credit, if you can't deliver the phones i paid for. 

  also this is my written notice of dispute and written notice to enact ARBITRATION

  
  
  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 5/27/2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that the refund amount was not specified and that you only received the refund credit for the A9 tablet you ordered. You also mentioned that you were charged from your wallet credit and fro your credit card on file for the orders you placed.
  
  In our initial review, it shows that the funds were credited back to your wallet for some of your orders. In addition,the funds for the remaining orders which were unsuccessful, were successfully credited back to your account as per escalation. Transaction History shows that wallet credits were used to process your orders.
  
  We have sent you emails to ******************** on 5/28/2025, 5/29/2025, 5/31/2025, 6/1/2025, and 6/4/2025, to discuss the matter with your complaint. We have received your email responses; however, it is best to speak with you directly to identify the orders which you mentioned were charged from both your wallet and credit card. Please provide us with the best number to contact you to address this matter accordingly.
  
  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 1318727335.
  
  Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23239586
  
  I am rejecting this response because: the accounts were closed and their is no way for it to be accredited back the brm charges are on the same day and all.of the orders were successfully approved and shipped but request to be return to be made by total Wireless,  

  Also see my screenshot of the email between myself and Florida Attorney General, who is now involved.  

  ill give you 48 hours to ship the phones or I'm asking for ****** usd in damages. As of today 6/5/25 48 hours begins...

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

  Customer Answer

  Date: 06/06/2025

   
  Complaint: 23239586
  
  

  I am rejecting this response because: the accounts were closed and their is no way for it to be accredited back the brm charges are on the same day and all.of the orders were successfully approved and shipped but request to be return to be made by total Wireless,  

  Also see my screenshot of the email between myself and Florida Attorney General, who is now involved.  

  ill give you 48 hours to ship the phones or I'm asking for ****** usd in damages. As of today 6/5/25 48 hours begins...

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

  Business Response

  Date: 06/16/2025

  Dear **** *******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 6, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that your accounts were closed so the funds could not be credited back. In addition, all the orders you placed were successful and shipped out, but got returned. With this,you are requesting for the orders to be shipped, otherwise, get a monetary compensation of $50,000 for damages.
  
  As per our previous response, our initial review shows that the funds for the unsuccessful orders were credited back to your Wallet balance. However, since you claimed to have double-charged,we would need further details, and conduct thorough investigation on the account.
  
  In addition, for failed orders which were not delivered successfully, orders must be placed to be reprocessed.
  
  We attempted to contact you via phone number ************ and have sent emails to ******************** on 6/13/2025,to discuss the matter with your complaint. We were unable to reach you via call; however, we received your email responses, indicating the orders which you mentioned were charged from your wallet balance as well as from your credit cards. We will review these orders and will send our response once the results are ready.
  
  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 1318727335.
  
  Thank you for choosing Total Wireless.
  
  
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:04/23/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 6, 2025, I purchased an iPhone 13 along with a one-month mobile plan from Total Wireless. The device was delivered on April 9, 2025. However, upon inspecting the phone, I discovered that the camera and flashlight icons were non-functional. Due to this defect, I immediately contacted Total Wireless customer support to request a return shipping label and a full refund for both the device and the accompanying mobile plan.Over the past ten days, I have made multiple attempts to obtain a valid return shipping label, referencing ticket number #**********. Despite spending over ten hours communicating via online chat and phone, I have yet to receive a functional return label. To make matters worse, I was informed that I am unable to return the device in person at a Total Wireless store. The original support ticket was closed without resolution.On April 16, 2025, a second support ticket (#**********) was created through their phone line at ************. I received a follow-up email with a *** return label, but it lacked critical shipping information and a QR code. I was told an airbill would follow, but I have yet to receive it.On April 18, I received a call from ************ and a subsequent email with another *** return labelagain missing necessary shipping details and a QR code. I was told I could return the device at a *** store using just the ticket number or TRAC number, but on April 19, the *** store I visited informed me they could not accept the return without a valid label or QR code.After receiving a new email from a different Total Wireless representative, I visited a second *** store, only to face the same issue. To resolve this matter, I respectfully request:(1) A valid return shipping label that includes all necessary shipping details and/or a scannable QR code so I can promptly return the defective ********** A full refund for both the iPhone 13 and the associated mobile plan.

  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 24, 2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you discovered that the iPhone 13 you ordered on 4/6/2025 was defective, and you requested a return label to return the phone for a refund. However, you still have not received a proper return label to proceed with your refund request.
  
  We reviewed your order with order ID ***************;it was placed on 4/6/2025 amounting $227.36. Our records show that tickets were created to send you a return label; however, the tickets were not processed properly due to a systemic error we encountered. We apologize for any inconvenience this may have caused you.
  
  An escalation was submitted to properly send you a return label. The return label was sent to you, and as per review,UPS return tracking # 1Z6980XX9072890696 shows that the package was delivered to our warehouse on 4/29/2025. With this, refund will be processed within 3-5 business days from the date the device was returned; however, it may take up to 30 days, depending on your financial institution.
  
  We attempted to contact you via phone number ************ and have sent emails to ******************** on 4/28/2025,4/29/2025, 5/1/2025, 5/2/2025, and 5/6/2025, to discuss the updates on your refund request. However, we were unable to reach you, and has yet to receive 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 1319478126.
  
  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: 05/07/2025

  Hello *****,

  Thank you so much for your great support with this matter. Please see below for my response.

  Since I have already received the refund, I am satisfied with the final outcome, and no further action is required. However, I remain very disappointed with the customer support I experienced. I spent over ten hours communicating via online chat and phone calls just to obtain a valid return label.
  The reason I filed a complaint with the BBB is that the initial return label provided was invalid. I was later informed this was due to a systemic error. However, I had clearly explained this issue to multiple Total Wireless representatives, yet nothing was done beyond repeatedly sending me the same invalid label. (I'm not sure whether they lack access or simply don't know how to resolve this "systemic error.")
  Out of all the representatives I spoke with, only one was able to successfully request a physical return label. (Previously, one representative claimed he would request an "airbill" for me, but I never received it.) Additionally, two representatives told me I could return the device at a *** store using only the ticket number or TRAC number. I went to two different *** locations, both of which informed me that they could not accept the return without a valid label or QR code. Please do not provide misleading information to your customers.

  Best,

  Xiaoqiang

   

  Customer Answer

  Date: 05/08/2025

   
  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.

  Thank you so much for your great support with this matter. Please see below for my response.

  Since I have already received the refund, I am satisfied with the final outcome, and no further action is required. However, I remain very disappointed with the customer support I experienced. I spent over ten hours communicating via online chat and phone calls just to obtain a valid return label.
  The reason I filed a complaint with the BBB is that the initial return label provided was invalid. I was later informed this was due to a systemic error. However, I had clearly explained this issue to multiple Total Wireless representatives, yet nothing was done beyond repeatedly sending me the same invalid label. (I'm not sure whether they lack access or simply don't know how to resolve this "systemic error.")
  Out of all the representatives I spoke with, only one was able to successfully request a physical return label. (Previously, one representative claimed he would request an "airbill" for me, but I never received it.) Additionally, two representatives told me I could return the device at a *** store using only the ticket number or TRAC number. I went to two different *** locations, both of which informed me that they could not accept the return without a valid label or QR code. Please do not provide misleading information to your customers.

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

• Initial Complaint

  Date:04/22/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is ***** P *****. I am filing a complaint against Verizon Value / Total Wireless for refusing to unlock my iPhone 13, despite it qualifying under the unlocking policy that was in effect at the time of activation.I purchased the phone for $226.99 (Order ID: **************** on Feb 6, 2025, and activated it on Feb 18, 2025. The account phone number is **************. At that time, Total Wirelesss policy (dated July 2024) 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.There was no requirement for 60 days of paid service. I reached the 60-day **** on April 18, 2025. A representative confirmed on April 17 that the phone would unlock. It did not. When I followed up, I was told I needed to pay for another month under a new policy that went into effect April 1, 2025a policy change after my activation.This is retroactive enforcement of a new contract I never agreed to. I showed support staff the old policy, but they still refused. I was denied escalation. The representative I spoke with was Salve (Employee ID: ************ behavior is deceptive and unethical. *** already filed an *** complaint. I now request BBB assistance in resolving the issue.Requested resolution:Unlock the iPhone 13 per the policy in effect at activation Written confirmation that new policies are not retroactively applied Sincerely,***** P ***** *************************************************************** ******************* | ************

  Customer Answer

  Date: 04/28/2025

  Subject: Supplemental Submission Regarding BBB Complaint #[Insert BBB Case Number]
  Dear BBB Representative,
  I am submitting additional materials in connection with my pending BBB complaint against TracFone Wireless, Inc. (Total Wireless).
  Attached for your review are the following documents:
  A formal Pre-Suit Demand Letter issued to TracFone Wireless, Inc.
  A draft Complaint prepared for court filing should the matter remain unresolved.
  Supporting Exhibits documenting the contractual terms, communications, and factual basis for my claims.
  Since my initial complaint, TracFone has reduced its proposed resolution from an original offer of $65 to only $10. This reduction is unacceptable given the contractual violations and damages I have outlined. It further demonstrates a lack of good faith in resolving this matter.
  These materials support my position that TracFone has breached its obligations by retroactively applying a new unlocking policy to my device, despite the terms that were in effect at the time of activation. I am providing this supplemental submission to assist in the complaint resolution process and to make clear my readiness to pursue formal legal remedies if necessary.
  Nonetheless, I remain open to an amicable resolution should TracFone promptly honor its original contractual obligations.
  Thank you for your time and attention. Please feel free to contact me if any additional information is needed.
  Sincerely,
  ***** P *****
  ****************************
  ************

  Business Response

  Date: 05/02/2025

  Dear ***** P *****:
  
  
  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 are requesting to have your iPhone 13 unlocked.
  
  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 account has been deactivated due to non-renewal of service. The phone itself only has 30 paid service days. Thus, when running the unlocking request, the system prompted the message, Not eligible insufficient time from device activation or 60 paid service days required.
  
  We spoke with you via contact number at ************ on 04/27/2025 to inform you about the unlocking policy in which your device has yet to meet the requirements for free unlocking. We advised you to add a service plan to your phone to be eligible for free unlocking, but you declined this suggestion.
  
  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 1319348446. 
  
  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: 05/02/2025

   
  Complaint: 23235513
  
  I am rejecting this response because:

  I am not satisfied with the response provided by Total Wireless.
  My iPhone 13 was purchased and activated on February 18, 2025, under the Unlocking Policy in effect at that time (July 2024). That policy stated that for phones activated on the Verizon network on or after November 23, 2021, the device would be automatically unlocked 60 days after activation not after 60 days of paid active service.
  Under that valid policy, once the phone was activated, a 60-day countdown began automatically regardless of whether the service was paid continuously during that time. My device fully met the prior policys criteria by April 18, 2025.
  The company is now retroactively enforcing the April 1, 2025 policy update, which added a new requirement: 60 days of paid service. This new policy did not exist when I signed up, and it is unfair and deceptive to apply it retroactively to devices that were already on track to meet unlocking eligibility.
  I have submitted documentary evidence showing the original terms under which my phone was activated (UnlockPreApril1st2025.jpg). The companys refusal to honor its original terms is a breach of contract and may also violate consumer protection law.
  Resolution Requested:
  Unlock the iPhone 13 per the July 2024 policy in effect at time of activation.
  Provide written confirmation that new unlocking requirements will not be retroactively applied.
  If this matter is not resolved promptly, I will continue pursuing complaints with the ***, *********************************************, and the Jasper County Small Claims Court.
  
  Sincerely,
  
  ***** P *****

  Business Response

  Date: 05/12/2025

  Dear ***** P *****:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated May 02, 2025, regarding BBB Case number ******** complaint.
  
  Your follow-up complaint states that you purchased and activated your branded Total Wireless phone before April ******, and should have been unlocked on 4/18/2025, based on the previous Unlocking Policy; however, the Unlocking Policy was updated on 4/1/2025, and your phone is no longer eligible for unlocking. You are requesting to unlock your phone as it was activated prior the new policy.
  
  Please be advised that Straight Talk WirelessUnlocking 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 *************************************;
  As per our previous investigation,the device is not yet eligible for unlocking because it has not met the 60-day of paid and active service. It was activated on 2/18/2025 with a 30-day unlimited plan, and got deactivated and has been inactive since 3/18/2025 due to non-renewal of service.
  
  We spoke with you via phone number ************ on 05/07/2025, and 05/11/2025, and discussed the ***************** our conversation, you are undecided if you are going to renew your service for another 30 days. Nonetheless, you still requested to unlock your phone without paying for another 30-day service plan. However, please be advised that the new unlocking policy must be followed. We offered to renew your service;however, you refused and mentioned that you would continue to pursue your complaint.
  
  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 1319348446.
  
  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: 05/12/2025

  Exhibit Proof 2 Total Wireless Reddit Statement Confirming Policy Distinction
  Source: Reddit Official Total Wireless account (u/Total_Wireless)
  Date: May 6, 2025
  Screenshot Attached: Proof 2.jpg
  Summary:
  In a public response posted to Reddit, Total Wireless (via their verified account) acknowledged that:
  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.
  This confirms my exact position:
  My iPhone 13 was activated on February 18, 2025, before the April 1, 2025 policy took effect.
  As stated, devices activated before that date are eligible 60 days after activation, without any mention of required paid service duration.
  Total Wireless is applying the new policy to me retroactively, which contradicts their own public clarification and violates the policy in place at the time of my activation.
  This public statement demonstrates inconsistency between what Total Wireless tells customers privately (e.g., denying unlock based on the April policy) and what they admit publicly. It supports my case that the denial is improper and should be reversed.

• Initial Complaint

  Date:04/21/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone from total wireless and it said the phone will be automatically unlock 60 days after activation. The phone was activated on Feb 11, 2025, but did not get unlocked 60 days after activation. I called the customer service of **********************, and the ** said I should pay for 60 days before unlock. But this is a new policy that become effective until after April 1, 2025, and this new policy was not known to me when I made the *********** phone should be unlocked after 60 days of activation based on the policy when the phone was activated but not a new policy thereafter.

  Business Response

  Date: 05/02/2025

  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 ******** complaints.
  
  Your complaint states that you wanted to have your phone unlocked.
  
  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 4/23/2025, 4/24/2025 and 4/30/2025 via phone number ************ and discuss your phones unlocking eligibility. As we checked, the system prompted the message, Not eligible insufficient time from device activation or 60 paid service days required. In an in-depth review, we found that you only have a 30 paid and active service making you ineligible for free unlocking. You need to complete the required 60 paid and active service. You acknowledged this information and declared that no further assistance would be needed.
  
  To this date, we found that you reactivate your service;the line is active, and the service is being used.
  
  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 1319144867. 
  
  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:04/19/2025

  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.

  **** lies lies lies lies. Scammers!!! They cant tell you when you established service and they saying you buy refills they dont roll over service. If you buy a card ahead of time they change then date of roll over.. so you lose time and it will not roll over. They claim they only see the last payment.. however I add the credits 1-2 weeks ahead of time and then act like its my fault.

  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 *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you were not provided with your refill date and that your plan does not roll over.
  
  We spoke with you on 4/30/2025 via phone number ************ and your account information was provided. Upon review, we found that you refilled your Total Wireless account last March twice. The first one was done on 3/05/2025 with a supposed Service End Date on 4/5/2025. The second refill was made on 3/21/2025 via Real Time Redemption and the plan was added on the spot instead of allocating it to your reserved making your Service End Date fall on 4/20/2025. With that, as a one-time courtesy we agreed to add service to your phone. Reference number 131-963-5817.
  
  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 1318991588. 
  
  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:04/07/2025

  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.

  Jan 25, 2025 Total Wireless made 25 transactions of $120.00 each. 22 of these transactions were supposed to be refunded back to my bank account equaling a ********************** of $2640.00. I have not received any of the the refunds and now they are claiming that these transactions do not appear on my account. I've been told that it is my banks issue and they can not refund money. I get different response from each person I talk to. Some say they can see the transition and others say they can not. I am very frustrated with their lack of organization and failure to correct the issue. My bank temporally covered the missing amount while we waited for refunds. That deadline is up and will leave me in a negative amount once the bank closes claim.

  Business Response

  Date: 04/15/2025

  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 on January *******, Total Wireless billed you twenty-five transactions that cost $120 each and twenty-two of the said transaction should have been refunded; however, no refund was ever received. Your bank temporarily covered the missing funds while waiting for the refunds. You are afraid that it will leave you in a negative amount once the bank closes the claim.
  
  Upon review, we found that your Total Wireless account is active, enrolled in Auto Pay and receives the multiline discount. In an in-depth review, we found that multiple charges had happen on 1/25/2025. We determine that there were 25 successful payments made which cost $120 each and channel use was via app. However, a dispute on the said charges were filed and chargebacks were processed on 2/10/2025. The chargeback reverses the money taken from your bank account with a ********************** cost of $3,000. Moreover, one of the screenshots you provided that was dated 4/01/2025, clearly stated that the supposed provisional credit totaling $3,000 which was credited to your account on 2/03/2025 minus $0.00 consumer liability is now permanent and the claim(s)closed. This is a clear testament that the refunds/chargebacks was successful, and you got your money back.
  
  We attempted to contact you on April 8, 2025, via phone number **********, and spoke with someone, but were informed that we cannot speak to you. We asked when you will be available, but we were informed that we can only talk to you once we spoke with your attorney and the call got disconnected. We made follow-up callbacks that same day, on April 9, 2025,April 10, 2025, April 11, 2025, and April 15, 2025, but with no success. The emails we sent via ************************** has not received any response as well. For clarification, you may contact your bank for further information.
  
  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 1318167721. 
  
  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:04/02/2025

  Type:Order 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.

  3/29/25 I had trouble with my service. after getting most of it fixed with customer service technicians, they told me they would no longer provide hotspot data on my phone. My past agreement with them provided hotspot data and they are breaching this verbal contract after I am vested in the company with their phones, etc.

  Business Response

  Date: 04/09/2025

  Dear ***** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated April 2, 2025,regarding BBB Case number ******** complaint.
  
  Your complaints states that you were told that you would not be provided with hotspot data on your phone but that was not the verbal agreement you had. Therefore, you want hotspot data restored or get a refund on your plan.
  
  We apologize for any inconvenience you may have experienced,and rest assured we are here to help. Upon review, your Total Wireless account is active and provisioned in the network. The record shows that your account is using the ********** shared plan, and the provisioning of the lines includes the hotspot data service.
  
  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 4/04/2025 via phone number ************ and discuss your concern. You were informed that the hotspot data is included in your phone service and one of the features provisioned for your account. We let you test your mobile hotspot, and we were able to confirm that it is working.
  
  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 1317886992. 
  
  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:04/01/2025

  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 spent over 6 hrs with customer service on the phone. They couldnt fix there services. So I went to the Total by Verizon store and was told since I didnt buy my phone at that store they cant help. Call back to total by Verizon asking for a refund since the last 2 wks Ive had to call every day spending 3 to 6 hrs a day in the phone with them. They will just scam you out of your money. They dont know how to fix anything. Youd think after spending more the 6hrs on the phone with them trying to get there services to work thatd they give a $10 credit but no. So I spent $40 on a plan service that doesnt work more than half the time. Then you spend 3 to 6 hrs a day on the phone with them which that 6 hrs they getting paid for. Im not being paid or credited. Instead Im being huselled. I paid $40 for a phone service. However there phone services do not work and they keep you on the line trouble shoooting for 3 to 6 hrs or more not fixing the problem yet they just collecting paycheck. Theyll stay on the phone for 10 hr lbs with you not fixing anything because they getting paid for it. I will never ever pay for there service again. Its worse then a joke. This ppl are here to help you, they are here to take your money. DO NOT GO THRU TOTAL BY VERIZON.. You will regret if you do

  Business Response

  Date: 04/02/2025

  Dear ****** *******:
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated April 02, 2025, regarding BBB Case number # ******** complaints.
  
  Your complaint states that you had issues with your phone service, but were not assisted properly when you contacted customer service nor when you went to the store.
  
  We reviewed your account; it is active and provisioned in our system with the $40 30-day unlimited service plan. Usage Records indicate that the phone is working and service is being used.
  
  Based on the records we reviewed on your account, it appears that a service interruption occurred in our network during the upgrade process, due to unexpected system error. We have determined that the e-SIM was not properly registered in the network. We took further actions to re-provision the network in our system to avoid service interruption and/or intermittency. We apologize for the recent issues that you may have experienced with the service. As courtesy, we issued ************************************************************************* 0369.
  
  We spoke with you via phone number ************ on 04/02/2025, and discussed the status of your account and service concerns. We provided you with some standard troubleshooting steps and verify service functionality. You then confirmed that the phone is working properly and declared that no further assistance would be needed.
  
  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.
  
  
  *****************************************************

  Customer Answer

  Date: 04/17/2025

   
  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,
  
  ****** *******