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:10/27/2022

  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.

  Totalbyverison will not release my imei number on all 4 of my phones so we can not change our data plan. My phone is useless until they release it. They have been sending me wrong information and hanging up the phone when I ask them to release my phone. If they dont release my imei number I want the money I paid for my brand new phone I got a couple months ago.

  Business Response

  Date: 10/31/2022

  Dear *************************,
  
  This response is in reference to your correspondence dated October 27, 2022, regarding BBB case # ******** complaint.
  
  Your complaint states that you were having issues to port out your four lines. We checked your account and it was deactivated since 10/25/2022.
  
  We have contacted you on 10/28/2022 to the contact phone number ************; and as per our conversation, you let us know that you were having a lot troubles to get your four lines released. You let us know that could not get the transfer pin due to the calls to the Portability team got disconnected. Your phone number lines were reconnected properly and you also requested the Portability team hotline number in case to get the call disconnected again.
  
  you stated that will begin the port i n process with the new service provider as soon as you have the four transfer pin.
  
  Transaction id # ***********, used for reconnecting the lines.

  
  If you still require assistance, you can contact us at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.

  
  Please refer to email reference number ******* or Ticket Number 1265532039. 

   

  
  Based upon the foregoing, we will close this matter unless we hear from you. 

  
  Thank you for choosing Total ***********

• Initial Complaint

  Date:10/24/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I open total wireless account. one of line in our account is ********** . I refer my friend and it was told that i will receive **** as referral points. Friend already receive the points but i didn't receive any point. There was promo also. add a line and get ***** points. i didn't receive those points also so didn't recharge my 2nd line this time. I tried to contact multiple times over the phone and chat but no one have any clue about rewards. they just ask to wait and wait.Kindly help to resolve it.

  Business Response

  Date: 11/01/2022

  Dear *********************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/25/2022, regarding BBB Case number ******** complaint.  
          
  ************** complaint stated that he referred a friend on Total Wireless and not able to get the **** reward points. Also stated that he added a line and still unable to get the reward points.
   
    We spoke to Mr. ****** today October 31, 2022 1:02 PM EST at ********** and we checked the screen shoot he send. Upon review, the account has the correct details for him to get the reward. We manually add the points to his account with reference interaction number *********. We also educated ************** that our limit per day is **** points only and point will be added every day as per approval.
   
  If Mr. ********************* should still require assistance, she 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 kana ******* or Ticket Number 1265350540.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless
   
                                                                                                                                                                         
  Sincerely,

  
  Executive *********************

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18308667
  
  I am rejecting this response because i didn't receive enough point yet. Associate told that he will add **** per day till we reach ***** but he added only 1 day. remaining is still pending. i tired to contact to customer care with info which he provide but they told that ticket no is wrong.

  I am still looking help to resolve this issue.

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

  Business Response

  Date: 12/05/2022

  Dear *********************,
  
  This is in response your rebuttal 11/29/2022 regarding your Better Business Bureau complaint.
  
  
  Research indicates that the account is deactivated. We are not able to add the points unless the account is active. Please confirm the **** number of the account for the reward points request
  We attempted to contact you at ************ but was unsuccessful.
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Tracfone Wireless to service your cellular needs.
  For Immediate assistance please call at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 ************** *****, ** 33178
  Office : ***********************
  ********************************************
  Freda501107
  Ticket # **********
  

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18308667
  
  I am rejecting this response because: at initial level it was agreed that they will add **** points each day till we reach ***** points. I contacted every day with give contact information and explain the issue every day but everyone made false promise that it will get added in next few hours which never added.

   

   after this type of frustration i close the account. Currently i am on vacation and will return on 12/26.

   

  a phone promo code can also be issued to close this issue.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:10/24/2022

  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.

  On 10/22/2022, My service was cut off completely and according to my service agreement it does not end until 11/02/2022. I called customer service on 10/23/2022, and tried for 3 hours for tech support to fix the problem, which they failed to do. They wanted me to purchase another service pack right in the middle of an already existing service pack that I believe was intentionally disruptive by them to get more money. This is unacceptable and I will also report them to the ****

  Customer Answer

  Date: 10/27/2022

  This dispute has not been resolved yet. The replies from Tracfone Corporate office are filled with lies and unaccountability towards its poor excuse of product and services. They are aware that they have cheated me out of a full service and possibly a handset. I also have witnesses to the incidents of tech support keeping the witness phone tied up for 3 hours while giving me the run around and never offering to replace my sim card or checking the matter of the handset.

  
  

  I have no phone or service at this moment so how can I call anyone. This is unacceptable, my service pack was supposed to end on 11/02/2022, and I have been without the service that I paid for since 10/21/2022. I want my money back or a replacement of the sim card and/or phone.

  
  ________________________________________
  

  For start, my name is *************************** not Mr.

  
  

  Secondly, I do not have a phone to contact you on since the phone you sold me is defective/and or has no service since 10/21/2022.

  
  

  Third, your customer service department did a very poor job of resolving the issues and there were severe communication problems on their behalf.

  
  

  Lastly, Your customer service department never offered to replace the sim card that seemed to have been the issue of the problems. Not once did they offer to replace the sim card or check on the handset. But you recommended that I purchase another service pack right in the middle of a current service that was not supposed to end until 11/02/2022. Until you respect me as a customer and person I will continue to file complaints against you with the facts and witnesses that I have regarding this incident that left me without any phone service which is causing a great deal of inconvenience and frustration for me.

  
  

  Respectfully,

  ***************************, Paralegal, M.S. ***** Studies

  
  

  
  

  
  

  On Wed, Oct 26, 2022 at 1:32 PM ********************************************************* <*********************************************************> wrote:
  

  
  Good day Mr.  ***********************,
  
  
  We are writing you from Tracfone **************** in regards of the BBB Complaint.
  
  We would like to get in touch with you, to provide assistance with your concern.
  
  Feel free to reply this email with a contact number and best time for us to reach you.
  
  If more assistance, please contact us at ***********************.
  
  We are open 7 days a week from 9:00 AM to 07:00 PM EST
  
  Regards,
  
  Total **********

  Business Response

  Date: 11/01/2022

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/24/2022, regarding BBB Case number ******** complaint.  
  
  Your complaint states that you are having issues to use the phone to make and receive phone calls.
  
  After further investigation, we were able to verify that your account is active with the correct service plan there is also recent activity on the daily usage for phone calls.

  
  We have attempted to reach you multiple times via phone ************ and via email ******************** on 10/25/2022, 10/26/2022, 10/27/2022, 10/28/2022 and 10/31/2022 however, we were unable to speak with you. And you have failed to respond to our emails.

  
  If you 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 1265341492.

  
  Based upon the foregoing, we will close this matter unless we hear from you.

  
  Thank you for choosing Total Wireless .
  
  

• Initial Complaint

  Date:10/24/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Total Wireless refuses to solve the problems we are having with transferring our phone number from them to a different carrier and are refusing to remove port protection on my phone. After following their instructions to transfer our number I was blocked from transferring due to their error and there is still no change over a 4 week period of me calling, and no efforts on their part to fix the problem. Every customer service person I speak with has no solution and will not transfer me to a supervisor or anyone else who can fix the problems their system creates. They are keeping my number no matter how hard I try to work with them and follow their instructions.

  Business Response

  Date: 11/01/2022

  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/25/2022, regarding BBB Case number ******** complaint.  
          
  **************** complaint states that Total Wireless refused to solve the problems shes having with transferring her number to a new provider.
  
  We spoke with ******* today October 31, 2022, 3:03 PM EST at **********. As per conversation, she confirmed to us that her number has been successfully transfer to her new service provider.
  
  As we review **************** account it showed inactive and a port out ticket number ********** was processed on 10/27/2022.
  
  Please refer to email reference number ******* or Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  

  Customer Answer

  Date: 11/02/2022

   
  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:10/24/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been a customer of ******************** for many years with two phones. On 10/15/22, I switched carriers. The last payment charged to my credit card was $63.56 on 10/6/22. I have tried calling Total Wireless all last week. At one point I was able to speak with a person who advised my account was paid through 1/5/2023. Unfortunately, he said I had to be transferred to the correct department. I could not get through to a person. Vicious circle since they no longer have my account/phone number. On 10/21/22 I finally reached someone. She was able to bring up my account using my phone's IMEI number. After being place on hold several times, she said my balance is forfeited as I changed phone services. I disagree and want a refund.

  Business Response

  Date: 10/26/2022

  Dear ***********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/24/2022, regarding BBB Case number ******** complaint.  
          
  Ms. ***************** complaint states that she wanted a refund for service used after porting out her phone number to a different service provider. 
  
   We spoke with ****************** today, October 25, 2022 at around 8:38 PM EST via phone number **********. She immediately stated her request for a refund on set of the call. We informed her, as per review, and as per terms and conditions under Total Wireless, we cannot do any refund regardless whether there was a usage or non, after porting out a phone number to a different service provider, automatically, the service is deactivated in our system. Thus, no refund will be issued.  Furthermore, as per Ms. ************** request, we sent her email through her email address ******************** stating the reason of not having refunded.
   
  If *************************** should still require assistance, she 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 1265351493
  
  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:10/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone (iPhone XR) from Total Wireless (Total by ******** in January 2022 and it came with a 1 year warranty. In the last week my phone stopped working so I called Total wireless and asked for a replacement. They said they can't give me a replacement since the warranty was a manufacture's (Apple) warranty. So I went to the apple store and they said there is no warranty for my phone. I called Total wireless back and told them what Apple said to me, Total wireless said that they see in their system that the phone is still under warranty. I asked total wireless for a **** of warranty so I can take that to Apple. Total wireless denied of providing me any proof of warranty or a replacement. I then chatted with a Total wireless customer service rep online and they said they will ship me a replacement device in 3 business days and gave me a ticket number. 4 days passed I called back Total wireless to ask about the status of the ticket, they said the ticket number is false and that I was given incorrect info about a replacement phone. I have the chat transcript where the customer service rep clearly told me they will ship a replacement device. ********************** is denying their own words and now they won't give me proof of warranty or replace my device.

  Business Response

  Date: 10/31/2022

  Dear ***************************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/24/2022, regarding BBB Case number ******** complaint.  
          
  Mr. ******** complaint and it was stated that he purchased a phone which is iPhone XR from Total Wireless on January 2022 and it came with 1-year warranty. His device stopped working and called Total Wireless to asked for a phone replacement. He was already educated that Total Wireless cant provide a phone replacement even though it was still under warranty since the manufacturer of the device is Apple and he went to apple store and apple said that there is no warranty for his device. He was asking a proof that his device is still under with warranty but Total Wireless denied to provide it. He chatted with a Total Wireless customer service rep online and the rep said they will ship him a replacement device in 3 business days and provided him a ticket number. Mr. ****** called Total wireless back to check the status of the ticket but it was incorrect.
   
    We received a phone call from Mr. ******** today October 27, 2022, 5:15 PM EST at **********. We already informed him regarding with it and the resolution that we provide is, he need to try to go to the Apple store or contact Apple instead to deal this issue with them. He refused to do so because he already been to Apple store. We tell that we can transfer the call to Apple technical support for them to escalate our concern to have a replacement phone, but he refused dont want to be transfer to Apple tech support.
   
   
  If ******************************* should still require assistance, she 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 kana ******* or Ticket Number 1265382089.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless
   
                                                                                                                                                                        
  Sincerely,

  
  Executive Resolution Department

  Customer Answer

  Date: 10/31/2022

   
  Complaint: 18300078
  
  I am rejecting this response because: I have already talked to Apple and they want me to give them proof of warranty which was denied by Total Wireless after requesting many times. I have proof that a total wireless customer service representative told me that I will get a replacement phone. Either total wireless can give me a replacement phone or the original amount paid back to me or give me proof of warranty. 
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 11/17/2022

  Dear ***************************,
  
  This is in response to the October 31, 2022, rebuttal to  Better Business Bureau complaint #*******.  
   
  Thank you for contacting us about the defective iPhone, and for the miscommunication about the eligibility for a replacement.
  
  At the time of the sale of the Apple product on our website, it is noted that the phone's Warranty is handled by apple not by Tracfone or any of its brands. At the time of purchase of a refurbished device you are advised that the warranty is via Apple and is for 90 days. We do not provide Warranty for Apple devices; please refer to the Tracfone Terms, which are available in their entirety on the Tracfone Website.
  
  A system inquiry was preformed on the **** from the order that you provided, and no record of the request for a replacement was found. However, another account, associated with your contact information  located, but that iPhone was denied an exchange, based on being an Apple product. Please provide the ticket number that you were provided for further research into this issue. 
  
  If further assistance is needed, you can contact me directly and, additional agents are available to assist with the complaint. Please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern. 
  
  Thank you for choosing Tracfone Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

  Customer Answer

  Date: 11/17/2022

   
  Complaint: 18300078
  
  I am rejecting this response because:
  I have already provided proof of communication with a Total Wireless customer service representative. Please see the files I attached. I was clearly told I would get a replacement phone. The representative should have known warranty details before approving a replacement. This is clearly not my fault please see the chat transcript I attached in the original complaint. Please accept this as your fault and send me replacement or a refund. 
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/02/2022

  Dear ***************************,
  
  This is in response to the November 17, 2022, rebuttal to  Better Business Bureau complaint #*******. 
  
  Thank you for contacting us about the defective iPhone, and for the miscommunication about the eligibility for a replacement.
  
  We apologize for the miscommunication, upon further research, we can confirm again that the ticket number provided is not a valid ticket number, nor is the number related to the iPhone IMEI that was provided. The only Warranty tickets associated with the phone are for Denied Exchange, Our of Warranty. The phone is not eligible for an exchange.
  
  We  do not warranty iPhone products, please refer to the excerpt from the Total by ******* (Total Wireless) Terms, *, below.  Without a valid ticket number that we can trace in our system, we will not be able to offer compensation for the issues that you have encountered.
  
  * V. LIMITED WARRANTY
  All new Total by ******* phones (except Apple iPhones) are covered by a one-year limited warranty administered by Total by ******* as set forth below.
  All reconditioned or refurbished phones sold by Total by ******* (except Apple iPhones) have a ninety (90) day limited warranty, as do all wireless accessories sold by Total by *******.
  New Apple iPhones are covered by a one-year limited warranty offered and administered by Apple. Please visit apple.com for more information.
  To the extent available for purchase, refurbished iPhones and certified pre-owned phones are not covered by a limited warranty but may be returned for a refund within thirty (30) days of purchase.
  
  Thank you for choosing Total by ******* (Total Wireless)to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

• Initial Complaint

  Date:10/21/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Total ********** (formerly Total Wireless) on October 6, 2022. The service has not worked correctly since I got it. My phone frequently showed ************ which never happened when I was using ********* normal service. I was trying to lower my monthly phone bill and thought Total ********** would be a decent alternative for a lower cost. I was wrong. Beginning October 19, 2022, my data service completely quit working for no apparent reason. I spent hours trying to get the issue resolved with their "customer service" reps who are clearly not US based and speak with such broken English you can hardly understand them. They have no clue as to why it is not working much less how to fix it. I was told by one rep that it was fixed and it is not. The data still is not working at all. I want a full refund for the money I have spent on this useless service. I paid in total $70.18 for prepaid phone service that does not work as advertised. I even contacted someone from their corporate office who once again spoke very broken English and refused to do anything to make this right. When I asked her for a direct contact at the corporate office, she informed me there was not one. I know this is not true as my family has been in the communications business for decades and still has towers for various wireless phone carriers and I have contacted many of these companies at the corporate level myself. Total ********** is engaging in fraudulent business practices taking money from customers and not rendering services as advertised. I am not wasting any more of my time attempting to resolve the service issues with anyone else from Total **********. They clearly do not care at all about providing functional phone and wireless services nor their customers.

  Business Response

  Date: 11/02/2022

  Dear *********************************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 21, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******** complaint states that her service stops working and she would like to ask refund for the airtime card she bought.
   
  We spoke with ****************** on October 28, 2022, 09:14 AM EST at **********. As per our conversation, she stated that the card she bought is from our branded website. With this, we asked for the order ID to process the refund. However, call got disconnected. We attempted to reach her multiple times via phone ************ and e-mail ***************************** on 10/28/2022 and 11/1/2022, but we were unsuccessful, she has failed to respond to our calls and emails.
   
  Per our records, Ms. ******** device is currently active within our service. Phone is a VOLTE device and connected to the upgraded network under ******* tower. Coverage is good and there is no reported issue on the tower. 
   
  If ****************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
   
  Please refer to ticket number 1265340172.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total by *******.
                                                                                                                                                                        
  Sincerely,
    
  Executive Resolution Department 

• Initial Complaint

  Date:10/20/2022

  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.

  On August 26, 2022 I called Total Wireless and wanted to use my **** reward points to pay for my one month service from August to September. While I was on the phone with the representative I was charged to my credit card. I told them I was just charged and was told to wait a few days for the charge to be reversed. That never happened. I disputed the charge with the bank and gave the bank the paperwork to prove my claim because Total Wireless couldn't help me. The bank put a hold on the payment and reversed the charge. Today, 10/20/22, I received a letter from the bank and I noticed on my bank statement that the charge was reinstated and the bank stated that there was not enough evidence. I called Total Wireless and the rep could not FIND ANY PAYMENTS FOR THE PAST 3 MONTHS, even though I had them printed out from my account. I want the $63.68 reversed and the company needs to fix this accounting problem. How do you not have any records. I asked to speak to a supervisor and was told she was the supervisor. I told her that she wasn't the president of the company. She told me to call the bank and dispute it. I asked her how when there are no payments showing on the company end!!!! HELPPPP!!!!!

  Business Response

  Date: 10/26/2022

  Dear *************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 20, 2022, regarding BBB Case number ******** complaint.
  Ms. *************************** states that on August 26, 2022 he called Total Wireless to use her **** loyalty reward points to purchase the $60 unlimited plan but she was charged with $63.68 on her credit card. She is asking for a refund.
  ***************************** was contacted on October 25, 2022, 5:32 PM EST at **********.  
  As per review, account was deducted with **** Loyalty Reward Points as payment for the $60 unlimited plan purchased. But as per record, she was also deducted with $63.68 on 08/26/2022 on her credit card with merchant reference number BP20220826539705706. As a resolution, we tried to process for a refund, but we found no record. There is no option for us to process for a refund in the system. 
  In addition, we found out that there are two chargebacks made on 09/17/2022 and 10/01/2022 with transaction numbers ********** and ********** respectively. So, we educated ****************** to call her bank to resolve this matter. 
   
  If ***************************** should still require assistance, she can contact ************** enter PIN ****. Hours of operation are Mondays to Sundays from 9:00 AM to 7:00 PM EST. 
  Please refer to email reference number ******* or Ticket Number 1265343585.
              Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total by ******* and have a great day.
   
  Sincerely,
   
   
  Executive Resolution Department
   
   

  Customer Answer

  Date: 10/26/2022

   
  Complaint: 18253105
  
  I am rejecting this response because: I can not upload documents.
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/27/2022

   
  Complaint: 18253105
  
  I am rejecting this response because: I am rejecting this response because:  ----See attached documents----
  
  Sincerely,
  
  *************************

  Business Response

  Date: 11/15/2022

  Dear *************************,
  
  This is in response to the October 26, 2022, rebuttal to  Better Business Bureau complaint #********. 
  
  We apologize for any inconveniences that you have encounter when making purchases, and with the Loyalty Rewards Program.
  A further check of the account reveals that the line was affected by a chargeback that was performed.
  
  Please be aware that Customer generated actions in the form of chargebacks with the credit card provider were processed for the charges that were made. A check of the account confirms that a chargeback was processed,which usually prohibits the processing any credits.
  
  After further review, due to the usage of Loyalty Points to make the airtime purchase; a check request for a refund was successfully processed on November 1, 2022, in the amount of $63.68.Please allow 30 business from the processing date to receive a check.
  
  If further assistance is needed, you can contact me directly and, additional agents are available to assist with the complaint. Please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.
  
  Thank you for choosing Total by ******* to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** ********************************************* | *************** | Ext. ****

  Customer Answer

  Date: 11/16/2022

   
  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. What's not satisfactory is that the business took so long to admit that the company was in error. From the day that I saw the charge on my account while I was on the phone with an agent stating that I was being charged and being told that the charge would be removed that day and it wasn't. There is something not right with this business practice and I'm sure I'm not the only one who has had this problem.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/19/2022

  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 with Total Wireless a few years, over a year ago, I switched phones and policy indicated I had to be on the phone for 12 months to get the carrier rock removed. I had an issue (at the fault of the company) in September 2022 and called TW customer service to resolve the issue. During the call, I asked to have my phone to be unlocked and was told they can unlock it in early October. I called today, several times and spoke with different reps, each appears to be reading from the same script... "I am sorry, you are not eligible for a free lock today, but we can unlock it for $70". Tried to provide information but to no avail. I asked for them to tell me when the phone was activated since they are refuting that I was not eligible for free unlocking and I was told ..."for the customer's security and protection, we are not allowed to share that information" yet I was able to verify all their security questions. A similar situation happened last year with another phone I needed unlocking for international travel and I ended paying them but they never unlocked the phone. When I called, I was told "sorry, it is non-refundable". Bottom line, I have held my end of the bargain and would like my iphone unlocked with no charges as per their policy.

  Business Response

  Date: 10/26/2022

  Dear **** (*****) *****: 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 20, 2022, regarding BBB Case number ******** complaint. 
          
  Ms. ****** complaint states that she is trying to get her phone unlock. However, he was informed that phone cannot be unlock for free. She is requesting for the phone to be unlock for free without paying anything.
  
  We spoke with ******************* on October 25, 2022, 5:37 PM EST at ************. We authenticate the account. Informed her that phone is not eligible to be unlock for free. Educate her that phone does not qualify with the new policy of unlocking the phone after 60 days free of charge since phone was activated before November 23, 2021. It still has lacking 81 days for the phone to be unlock for free. Advised to wait for the 81 days remaining to unlock the phone.
  
  Upon review, the account is active in the system and it got activated on November 16, 2021. Which is the reason why the phone cannot be unlock for free today. The phone needs to have at least ****************** beyond that for the phone to be unlock for free. 
  
  If ************** should still require assistance, she can contact ************** enter PIN (**** or *****. 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 1265332211.   
  
  Based upon the foregoing, we will close this matter unless we will hear from you. Thank you for choosing Total by Verizon.
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:10/18/2022

  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 a cell phone I purchased with Total Wireless I believe a couple years ago. I only kept the service for a couple months. Recently I contacted customer service to unlock the cellphone on 10/17/22. I was told to call back on 10/18/22 and I would be eligible for cellphone to be unlocked for free. When I called back on 10/18/22 they told me I had to pay over $100 to unlock cell phone. Or pay for service for a year. I was told on 10/17/22 that if cellphone is over 90 days since bought it Im eligible for a free unlock. I know phone was bought well over 90 days. Its been years. The **** number is *************** SIM ID *******************. I desire for total wireless to unlock the cell phone. Thank you. I asked for a supervisor but worker who said her name is ***** refused to let me speak to one.

  Business Response

  Date: 11/02/2022

  Dear *************************;
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 18, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you have been having issues to unlock your phone, as you are being asked to pay for a fee.
  
  After further investigation, we were able to verify that your account is currently not fulfilling all the requirements for free unlocking, which is the reason of the fee. To further assist you, we will need to be in contact with you through a call.
  
  We have attempted to reach you multiple times via phone call to ************, and e-mail sent to ********************** on 10/25/2022, 10/27/2022, 10/28/2022, 10/30/2022 and 11/02/2022; however, we were unable to speak with you.
  
  If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday. 
  
  Please refer to e-mail reference with ********************** and Ticket Number 1265334478.
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Total By Verizon.          
  

  Customer Answer

  Date: 11/03/2022

   
  Complaint: 18242400
  
  I am rejecting this response because:
  
  Sincerely,
  
  *************************

  i spoke with Total Wireless administrative office on the telephone and they told me to pay them $150 to unlock the telephone. I asked them to send a letter through BBB stating they are asking me for $150.00. I refused to pay them. They continue to call me asking for the money.

  Business Response

  Date: 11/22/2022

  Dear *************************,
  
  
  
  This is in response your rebuttal 11/22/22 regarding your Better Business Bureau complaint.
  
  Research indicates that IMEI # *************** is not qualified for unlocking. According to terms and conditions 12 months of must be paid I order to qualify for unlocking the device.  
  
  
  
  We tried to reach you at ************ regarding this matter but were unsuccessful.
  
  
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Total ********** Wireless to service your cellular needs.
  For immediate assistance please dial **************
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 ************** *****, ** 33178
  Office : ***********************
  ********************************************
  Freda501107