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:10/16/2022

  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 trying to switch cell phone providers. I wanted to transfer my number from Total Wireless to another provider. I called Total around ****pm yesterday. They sent me a transfer pin. Then after my new provider tried the pin, I got a different transfer pin sent to me from **********************. Around 6pm, Total disconnected my line for some reason, because my new provider has not been able to transfer my number. I called at 920am this morning from another phone. The lady was sending me a new pin, I told her I was unable to use my phone. She did something on her end and asked me to restart my phone. She said I would receive the text with the pin within an hour. I never received the text. I called back after 2 and a half hours, and told the man what was going on. He transferred me to the manager. The manager told me there was nothing she could do and just call back in 24 hours. I told her it was unacceptable and it was not my fault I never got the first text with the code and I told the other employee I couldn't get texts at that time. She stayed on the line and ignored me for a few minutes. When I told the manage that I was going to be filing a complaint, she just repeated the call back in 24 hours. I asked to speak to her manager and she said she was the manager. To which, I responded that she had to have a boss and I wanted to speak to them. She told me she did not have a boss and then ignored me again. I JUST WANT TO TRANSFER MY NUMBER AND RUN FAR AWAY FROM THIS INSANE COMPANY!

  Business Response

  Date: 10/24/2022

  Dear *****************************:  
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 16, 2022, regarding BBB Case number ******** complaint. 
          
  ******************** complaint states that shes been trying to switch cell phone providers but her new service provider was not able to transfer the number because the transfer pin was incorrect and failed to receive the correct transfer pin after several attempt.
   
  We attempted to call ***************************** multiple times via phone number ************ and e-mails were sent to ********************** on 10/17/2022, 10/18/2022, 10/19/2022, 10/20/2022 and 10/23/2022, but we were unsuccessful. She has failed to respond to our calls and e-mails.  
   
  Upon review, a ticket was created on the account (**********) on 10/16/2022 to port out her phone number to another service provider and account is no longer active.
   
  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 1264846485.   
   
  Based upon the foregoing, we will close this matter unless we will hear from you. Thank you for choosing Total Wireless.
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department
    

  Customer Answer

  Date: 10/25/2022

   
  Complaint: 18230856
  
  I am rejecting this response because: 

  Half of those days they tried to reach me were days my phone wasn't working due to Total not transferring my number. The other times they call are in the middle of the day while I am working. If they can call around 5, that would work.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/09/2022

  Dear *****************************,
   
  We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services. 
          
  ********************************* many attempts have been made but unsuccessful in reaching you. ********************************* based on the information provided we have to verify account information per security purposes.
  
  ********************************* what is a good contact phone number where you can be reached to and time?
  
  My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.
  
  If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  
  Thank you for choosing Total Wireless.
                                                                                                                                                                 
  Sincerely,
   
  *************************
  Total Wireless, Inc.
  BBB Specialist
    

  Customer Answer

  Date: 11/09/2022

   
  Complaint: 18230856
  
  I am rejecting this response because:

  Total Wireless called me 3 times back to back within 10 minutes. I work and can't answer my phone until after 430. You can call me after 430 Mon-***. All day on. Saturday and Sunday. My number is **********
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/19/2022

  Dear *****************************,
   
  We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services. 
          
  ********************************* many attempts have been made but unsuccessful in reaching you. ********************************* based on the information provided we have to verify account information per security purposes.
  
  If you have any further questions or concerns, a customer corporate representative can be reached at ************************. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST.
  
  Thank you for choosing Total Wireless.
                                                                                                                                                                 
  Sincerely,
   
  *************************
  Total Wireless, Inc.
  BBB Specialist

• Initial Complaint

  Date:10/12/2022

  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.

  My wife and I have been Total Wireless customers since around 2016. About a month ago my cell phone went bad, the touch screen would not respond. Where I purchased the cell phone (Target store) indicated they dropped total wireless support and stated I would have to contact the company directly. This is where the nightmare is still ongoing. First of all the reps are not qualified in the English language also have difficulty in understanding English. There also seems to be a major disconnect within the company as the high number of times I have tried to communicate with them they seem to have no knowledge of the issues in the past, and all the different people I have talked to have a different story to tell. Which of all the multiple stories I have been told should I believe? To get down to the root of the problem they have all promised me a new cell phone would be shipped out within 3-5 business days. They sent out a self addressed packet to send the defective phone back to them which I did. I dropped it off at *** Friday 09-23-2022 at 2:48 PM. I have the receipt with tracking number 1z6980xx9042066535. The following Monday *****-2022 I receive another *** return label wanting the defective cell phone returned, a mistake on their part, 1st mistake. The second mistake is they stated they sent a new phone that *** delivered on *****. I indeed did not receive a replacement phone, just another return label wanting the defective phone which I already sent in on the 23rd. I have tried to communicate this to their non qualified reps approximately 7 to eight times going through the issues all over many times to all the reps the left hand doesn't know what the right hand is doing. They have given me 3 different case numbers, the funny thing is when I follow up with the case numbers the don't seem to have any records of the numbers. The 3 case number I have been given are as follows. ********** - ********** **********. I want my cell phone they promised me.

  Business Response

  Date: 10/21/2022

  Dear *******************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 13, 2022, regarding BBB Case number ******** complaint.  
          
  ************ complaint states that he did not receive the replacement phone.
   
  We attempted to contact ************ today, October 21, 2022, 10:25 AM EST at contact number provided and we were routed to a voice mail that was not set up yet. After he spoke with one of our colleagues, he then agreed on the comparable device provided to him. Now our record shows, that he already received the new phone and it is active in our system.
   
  If ************ should still require assistance, he 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 1264647785.
   
  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:10/12/2022

  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 10/12/22 I called Total by ******** I stated that my service plan ends on 10/19 and at that time I would like to change to a lower-cost plan. I talked to three customer service reps. I was asked by one rep for my credit card info for the plan. I gave him the information and he said it was done and hung up. He did not change my plan, he added another plan to my account. I then called back and told the next rep that I just wanted the original plan and he said he would delete the second plan from my account. He also told me that I would have to wait until my current plan ends to change to another plan. I looked online and now they deleted the original plan and started a new lower plan today, 10/12/22. I called back and they now tell me that they can't refund me the remainder of what was on the original plan. This rep further claimed that I gave them permission when I gave my credit card info. They had done nothing but give incorrect information, put me on hold, and hang up. I did not give them permission to do what they did and they are claiming that since I gave my credit card info I can't do anything about it. Not one time did a rep for Total by ******* give me the correct information and they charged my credit card and lied about it.

  Business Response

  Date: 10/17/2022

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/13/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you called to add a plan to the reserve and instead, it was added immediately, making you lose the remaining benefits on your previous plan.

  
  We spoke with you on 10/16/2022 via phone to the contact number ************ and we added to your account the days of service you lost. You let us know that everything is set up properly now and no more assistance is needed.
  If more assistance is required, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.

  
  Please refer to email reference number ******* or 1264788805.

  
  Based upon the foregoing, we will close this case as a resolution was provided.

  
  Thank you for choosing Total by Verizon.          

  
  

• Initial Complaint

  Date:10/11/2022

  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.

  They have switched to Total by ******** I bought the wrong service card for my device. I called and spoke with managers, and corporate for 5 days trying to resolve this. They could not get their computer systems to work, so I had to keep calling back. I spent roughly 14 hrs total on the phone with them. They invalidated the pin number on the card i bought so the store cannot refund it. Total by ******* and tracfone tell me they cannot refund me. They have stolen $60.00. They refuse to issue me a refund. I believe that is theft.

  Business Response

  Date: 10/17/2022

  Dear *******************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 11, 2022, regarding BBB case # ******** complaint.
  Your complaint states that due to the reason that Total Wireless have switched to Total by ******** you purchased the wrong service card for your device.  The pin was invalidated and you cannot get a refund from the store or from Total by Verizon. 
  We checked your account and we found a payment that you recently made for the $60 2 lines plan, we were also able to see the service pin invalidated that you mentioned on the complaint.
  
  We have contacted you on 10/20/2022 to the phone number **********; you were able to confirm the payment you made and you stated that you had to do it because you could not get the refund for the service card that you purchased from the store.  As the service card was invalided in issued 30 service days of extension for the 2 lines in your account.
   If you still require assistance, you can contact an agent 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 1264781125.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Total by Verizon.
  
  Sincerely,

  Tracfone Wireless Inc

   

  Customer Answer

  Date: 10/18/2022

   
  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:10/11/2022

  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.

  The company is refusing to unlock a cellphone that was purchased from them over 2 years ago. It was purchased through their company and then a Total Wireless SIM card was put into it in a Total Wireless Retailer Store. The phone has been active for more than 2 years. They claim it has never been activated on Total Wireless. The attached screenshot will show the **** number of the phone with TFW as the carrier, proving that it HAS been activated with Total Wireless. I have more than 2 years of payments for service on this phone number to prove it. They refuse to unlock the phone, without paying a $300 fee, which is more than the phone can even be purchased for. They have essentially held the phone hostage because their system has an error that has the wrong **** number listed. This IS the **** number of the phone that the account was set up with in a Total Wireless Authorized retailer. The company refuses to acknowledge that this is in fact THEIR mistake. Rendering a phone that could be useful for any number of things, completely useless. A brick. My son, who is the user of the phone, has moved to a new state and does not have good Total Wireless coverage and needs to switch carriers. He will now have to purchase a brand new phone to do so. I am requesting the difference in cost for if we were to be able to trade it in to the other carrier.

  Business Response

  Date: 10/21/2022

  Dear *******************:  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 11, 2022, regarding BBB Case number ******** complaint. 
          
  ************** complaint states that she has been refused on her request of unlocking her phone. She mentioned that the phone has been active for more than 2 years. However, she was informed that it has never been activated on Total Wireless. 
  
  We attempted to call ******************* multiple times via phone number ************ and e-mails were sent to ********************* on 10/14/2022, 10/15/2022, 10/16/2022, 10/17/2022 and 10/21/2022, but we were unsuccessful. She has failed to respond to our calls and e-mails. 
  
  Upon review, we were not able to pull any account using ************** information. With this we would need to speak with her to verify the account of the phone she is trying to unlock. 
  
  If Ms. **** 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 1264650475.  
  
  Based upon the foregoing, we will close this matter unless we will hear from you. Thank you for choosing Total by Verizon.
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

  Customer Answer

  Date: 10/24/2022

   
  Complaint: 18198474
  
  I am rejecting this response because: total wireless is lying that they have tried to call. In every instance I have had my phone with me and show no missed calls. I receive calls at this phone number both personally and professional multiple times a day. I also DID respond to their email and even provided an alternative email.  They phone WAS activated and used on total wireless for 2 years. I have attached evidence to show that the phone was indeed activated with total wireless on the exact date that they stated it has NEVER been.  Their system is wrong.  They wont admit to wrong doing and they are lying to cover it up. 

  I am attaching screenshots of the two emails I sent them in response as evidence. I will NOT call their customer service line as I have already done so twice. Each person has stated that they can do nothing.
  
  

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

  Business Response

  Date: 11/03/2022

  Dear *******************,
  
  Your device is eligible for unlocking corning IMEI/Serial number ***************. Please allow 24 hours for the unlock request to be processed.
  
  Ms. ******************* your will receive instructions on how to unlock your device via email.
  
  All the above information has been provided, so we will consider this matter closed.
  
  Thank you for choosing Total by Verizon.
                                                                                                                                                                 
  Sincerely,
  
  
  *************************
  BBB Specialist
  Total by Verizon
  **********************

• Initial Complaint

  Date:10/11/2022

  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.

  Good evening,I have been for 5 days trying to get this company to transfer a cell phone number over to another carrier .I have received several transfer codes.I have been told everything from my address is not correct on file to zip code is not right to wrong transfer pin.I have waited 2 times for them to put in a request to transfer my cell phone number.And they have even told the previous company that they couldnt do their request and kicked that one out cause they claim Spectrum couldnt be reached and they have a 24 hr customer service to help their customers.I have 2 cell phone lines both on the same account my name only.And on this past Thrusday,they transfered the one cell phone number over to Spectrum but will not the other.I am in good standing with my bill and do not owe for either cell phone.If they could do one with no problem why not the other when they are on the same account.I have been with this company for several years I feel they are dragging it out so I have to pay another bill.Thanks for taking the time to read and review this complaint.********, *************************

  Business Response

  Date: 10/24/2022

  Dear Mrs. ********** ********, 
  

  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 10/11/2022, regarding BBB Case number ******** complaint.
  Your complaint states that you were trying to port 2 phone numbers to another service provider. One of them went through but the other one is still not transferred you have called several times but no resolution has been provided so far.      
  Upon reviewing your account, we found that it was deactivated since you called a requested the service cancellation. Even though, your phone number could be reconnected with the remaining days to complete your port-out request.  
  We have attempted to contact you multiple times via phone ************ and email was sent to *********************** 10/12/2022, 10/17/2022, 10/18/2022, 10/19/2022 and 10/23/2022; however, we could not contact you and you 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 **********.
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Total by Verizon.          

  
  

  Customer Answer

  Date: 10/24/2022

   
  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:10/11/2022

  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 using Total Wireless (now called TOTAL by ******** for over a year and my account is on auto pay, renewing every month on the 12th. The account renewed on September 12, 2022 as usual. However, on October 10, 2022, I went to make a phone call and my service had been deactivated. The first representative hung up on me. I called back and explained to the representative, *******, that I have paid for one month of service and would have the money available to pay again on the 12th of October (the usual due date). She told me that my service end date had been changed. Thus, I owed them early. I did not authorize the change and she required me to purchase a new service plan in order to continue to use my phone. It seems to me that a business should make pleasing customers a priority, not shortchanging them on their service when they express that they don't have the funds until the actual due date. They are sacrificing the continued loyalty of their customers and their reputation as a company to make just a slight bit more money in the short term. This is unethical and bad business!

  Business Response

  Date: 10/18/2022

  Dear ***************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated October 11, 2022, regarding BBB Case number ******** complaint.
          
  Ms. ******** complaint states that her service was disconnected and the service due date change. Thus, customer is requesting for a compensation.
  
  As per review, the account is active and provisioned in the system. In addition, account enrolled in auto pay which renewed every month, customers account was refilled last 9/9/2022 in reference to Merchant Reference #: BP20220909542687446. Since service plan purchased is good for 30days thus, system automatically tried to refill her service on 10/9/2022 but it got declined
  
  ****************** was contacted multiples times via phone calls on 10/12/2022,10/13/2022, 10/14/2022, 10/15/2022 and 10/02/2022 at ********** but with no success and either routed us to voicemail or busy tone. Thus, we have been sending her email to to ************************** and  receive a response from her. 
  
  If Ms. ******** 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 1264508874.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive *********************

• Initial Complaint

  Date:10/04/2022

  Type:Delivery 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 purchase a iphone 11 from totalwireless.com on Sept. 17 by the way of paypal for a total of $370.15. Total wireless said they would ship all phones purchased in three days. I was emailed a tracking number and a order number but never received the phone. I contacted customer service three times and was told the phone was ship, by someone answering phone calls in *****. These people were not trained to handle my problem so I was told they would ************ to the sales department. Each time I was sent to a robot answering call that would say they did not recognize my response and hang up. I contacted *** with the tracking number total wireless gave me and was told that *** had no record of that package. This company has been paid money for a phone and have not trained their customer service to research when there is a problem. .

  Customer Answer

  Date: 10/07/2022

  The consumer provided the following response to the BBB verbally:

  "Paypal stated I am getting my money back so this complaint can be closed"
  

• Initial Complaint

  Date:09/28/2022

  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.

  AS ALWAYS, TOTAL WIRELESS HAS THE ABSOLUTTEL WORST CUSTOMER SERVICE THAT MY MINEY CAN POOSSIBLY PURCHASE. I PURCHASED A BRAND NEW CELL DEVICE, A ******* A03, AND I PAID FULL PTICE FOR THIS THING. TODAY, I TRIED TO ACTIVATE IT. "TRIED" IS THE *** WORD. I NEEDED TO DO A SIMPLE NUMBER TRASFER FROM MY OLD TOTAL WIRELESS DEVICE, TO MY NEW ******* A03 CELL DEVICE. OF ***************************** WIRELESS HAS MADE THIS SIMEPLE TRANSFER, IMPOSSIBLE, ON-LINE. I JUSAT SPENT ONE SOLID HOUR, WASTING MY TIME GOING AROUND AND AROUND IN USELESS CIRCLES,TRYING TO GET THIS SIMPLE TRANSFER, DONE. IN VAIN !!!!!!!!!!!!!!!!!!!!!! I TIRED USING THE ON-LINE EQUIPMENT, STILL IN VAIN. INSTRUCTIONS HAVE NOTHING TO DO WITH REALITY. THEN, ON TOP OF ALL THE ON-LINE NONSENSE, I TRIED DOING A SIMPLE ACCOUNT PASSWORD RE-SET, AGAIN, ABSOLUTELY, IN VAIN. I SPENT $65.00 ******** DOLLARS FOR A CELL DEVICE I CANNOT EVEN ACTIVATE !!!!!!!!!!

  Business Response

  Date: 10/11/2022

  Dear ***********************************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 28, 2022, regarding BBB Case number ******** complaint.  
          
  ****************** complaint states that he purchased a brand new ******* A03 device and tried to activate it by transferring his old number and minutes over. 
   
  We spoke with **************** on 10/03/2022, at ************ but responded that he does not want to talk with us using the phone number and ended the call. He has been contacted multiple times via phone number ************ and e-mail *********************** on 10/03/2022, 10/04/2022, 10/05/2022, 10/06/2022 and 10/11/2022; however, we were unsuccessful and **************** has failed to respond to our calls and e-mails.  
   
  Our records indicate that ****************** account is active and provisioned in the system. The device is supported with the upgraded network and daily usage records indicate that the phone is successfully being used. Due to this matter, it would be best to speak with **************** for further assistance. 
   
  If **************** should still require assistance, he 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 1259008496. 
   
  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:09/26/2022

  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.

  On 9-1-2022, I got a new plan and new number with total wireless, I even switched over from ***** The purchase was $36.94 for a 10GB data with unlimited talk, text, web. This included **** GB of hotspot. The service was all wonky for my plan, which I never had problems like that before when I had them like 3 years ago. Yesterday (9-25-2022) around 7 A.M. my phone service completely shut down, the night before (9-24-2022) I had purchased 5GB, so I could have internet for my job. I then called them and said that my number of ************ belonged to someone else. I expressed myself and said no, that is not true! This is my number and I paid for the service. They hung up on me. Then today, I reached out by text requesting a refund and they said due to my account being inactive, they will not refund me for $46.94. I have pictures for proof and I am very upset that this happened. Im starting my masters and am in a job which requires my phone and completely disconnecting my account is not what I thought this company could do.

  Business Response

  Date: 10/05/2022

  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 6, 2022, regarding BBB Case number ******** complaint. 
  
  ****************** complaint states that he activated his new phone and switched his number from AT@T and added a $36.94 plan and a $10GB data add on, however his phone was completely shut down, he called customer service and he was informed that his number does not belong to him, he is asking for a refund.
  
  We spoke with ****************** on September 28,2022, 1:49 PM EST at **********, we informed him that a refund cannot be processed once there is usage with the service plan added., However we suggested to him that we can reactivate the account and replaced the lost service days, but he insisted for a refund.
  
  As we review the account, it showed inactive and the number in question is still associated to the phone, we also see usage on the service plan added.
  
  We received a response email from ****************** at ******************* on October 5, 2022 stating that he is done with us.
  
  If ****************** should still require assistance, he 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 1263614398.
  
  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: 10/06/2022

   
  Complaint: 18128318
  
  I am rejecting this response because: I did not use any of the usage of the data paid for the night before. I did not use the data. I came to a compromise with the service since I used majority of the plan, but I am rejecting and I require my $10. Ive been cooperative and I want my money back. Thank you
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/18/2022

  Dear *************************,
  
  This is in response to the   4, 2022, rebuttal to  Better Business Bureau complaint # ********.  

  
  Thank You for the additional response. A further check of the usage on the account confirms that the data added was not utilized.
  A credit was processed, 10/18/2022 t10. Please use the transaction reference number 99310604E9729DAS, as confirmation. Credits usually process within 72 hours and may take up to 30 days to appear on the next credit card statement. If the credit is not received within the specified timeframe, please contact me directly.
  
  Also agents available to assist with the credit, 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 Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. 6142