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:09/26/2022

  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.

  TO WHOM IT MAY CONCERN THAT SOMEONE IS STEALING IDENTITY AND TAKING MY ACCOUNT AND PUTTING IT IN THERE NAME. AND OVER THE WEEKEND I HAD TO CHANGE MY SIM CARD AND WHEN I DID SOMEONE TOLD MY WHOLE ACCOUNT AND I DIDNT HAVE A PHONE AT ALL. YALL HAVE BEEN LETTING THIS HAPPEN TO ME AND ONE TIME SOMEONE WORKING **** TOLD ME TO GIVE MY PHONE NUMBER SO HE CAN CALL ME BACK AND THEY NEVER DID BECAUSE OF THE IPHONE 14 I DONT APPRECIATE THAT AND YOU WILL LOSE CUSTOMERS BIG TIME BECAUSE EVERYTIME I CALL I HAVETO GIVE IMEI TO YALL AND MY PHONE NUMBER AND I NEVER HAD TO DO THAT BEFORE **** NEED TO DO SOMETHING I WILL GET MY ATTORNEY TO SOLVE THIS. GIVE BACK ALL THE MONEY I SPENT ON YALL

  Business Response

  Date: 10/07/2022

  Dear *******************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 27, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ****** complaint states that she wanted to be refunded.
   
  We attempted to contact you today October 6, 2022, 11:40 AM EST at **********, but we were routed to a voice mail and thus, leaving a voice mail message. Account shows active and provisioned. With a new MIN and thus, you need to contact us on the number listed below. 
   
  If Ms. ****** should ask 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 1262173553.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total By Verizon.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department
   
    
  

• Initial Complaint

  Date:09/23/2022

  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.

  We had been with Total Wireless since July 2020 and recently moved over two of our lines to ******* solely because of personal issues. On Sept 22, 2022 we attempted to add time to the remaining lines on the account. After 16 phone calls and 9 hours of total wireless terrible customer service I am forced to file a complain. We bought an phone in Feb 2021 an iPhone 12 Pro and paid ****** for the phone (See uploaded receipt) We are told the phone is now locked and can not be used on total wireless after the merge or buy out from *******. *************** is the **** number for the phone number ********** (see photos **** and ****). These are screen shots of the hardware ID on the phone and phone number and **** number linked to this phone. It is currently still linked to my old plan when we had four lines with total wireless and they will not let me upgrade the plan or anything. After the merge or take over from ******* the iPhone 12 Pro that was bought through total wireless shows on the total wireless system as an IPHONE 6s. So here are the two options, I want a full refund for the phone or I want an iPhone 12 Pro that is unlocked.

  Business Response

  Date: 09/27/2022

  Dear *************************,

  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 24, 2022, regarding BBB Case number ******** complaint.
  **************************** complaint states that he would like to get his iPhone 12 Pro unlocked or a refund. He had been using his phone for eighteen months now and would not get unlocked.
  **************************** was contacted on September 26, 2022, 5:35 PM EST at ********** and we have successfully spoken to him. We provided information that his iPhone 12 Pro is not eligible for free unlocking today because it has not been passed 60 days from the time of its activation.
  As per review, the new iPhone 12 Pro was not properly updated in our system. **************************** inserted the old sim card from his old phone which is an iPhone 6S to his iPhone 12 Pro. As due process for phone upgrade, we are not allowed to insert the old sim card which was activated already to a certain phone because that might complicate the information in our system and sometimes the service will not work properly. Transferring of service from the old phone to the new phone should be done in our system because we need to register the new serial number of the new phone for the account to be provisioned correctly.
  **************************** is also not eligible to get a refund for the phone. We can only provide a refund if the phone was returned in less than 30 days from the date of purchased but he bought the phone in February 2021.
  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 1263504712.
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless and have a great day.
  
  Sincerely,
  
  
  Executive Resolution Department

  
  

• Initial Complaint

  Date:09/21/2022

  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.

  On 9/3/2022 Total Wireless deactivated my phone number and *** CARD on my prepaid cellphone. At that time I was told they were sending me a new *** CARD because I had 12 more days left on my 3 line prepaid service. I was told to wait 3 to 5 business days for the card to arrive. On 9/14/2022 I was notified by *** that the *** card was returned to Total Wireless warehouse and they reissued another card. That would take 3 to 5 days to arrive. As of today 9/21/2022 I was informed that my *** Card was again returned to the warehouse and I will have to wait for a call back at their discretion to resolve this issue. At this point I have had to purchase additional services for my other 2 phone lines on this plan and still do not have service to my 3rd line and have no resolution to this issue.

  Business Response

  Date: 09/28/2022

  Dear *************************;
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 21, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you have been having issues with the replacement *** that you were supposed to receive.
  
  We have contacted you on 9/28/2022 to the phone number ************; and we were able to validate that the issue has been resolved in regards of the *** replacement, as you are now able to use the phone service for all features. In addition, you asked for a refund for the lost days, but we offered you as a compensation to add the lost days on your account, but you did not accept it.
  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 1263507451. 
  Based upon the foregoing, we will close this matter unless we hear from you.  
  Thank you for choosing Total Wireless.          
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18059233
  
  I am rejecting this response because:
  I have not been compensated for the 24 days that my phone was deactivated. I paid for 3 lines of service and did not receive the full 30 days of service on all three lines. They want to add 24 days of service to the one line which would change the due date of the service on that one line. I expect a REFUND for the  24 days that I did not have service.  I paid for it and did not receive what they were paid to provide. They owe me $24.00 refund for the 24 days I didn't receive. 
  Sincerely,
  
  *************************

  Business Response

  Date: 10/05/2022

  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.  
  ***************************** stated that she received the sim card  and that the phone is now active for phone number ************. ***************************** is requesting for a refund for service that was not used for 26 days. ***************************** as you have been previously advised Plans have no cash value and are non-refundable, please refer to our company terms and conditions to www.totalbyverizon.com.
  ***************************** for the inconvenience we provided you with one month of service that is now added on reserve to your account phone number ************
  All the above information has been provided, so we will consider this matter closed.
  
  
  Thank you for choosing Total Wireless. 
  
  
  *************************
  Total Wireless, Inc.
  BBB Specialist          

• Initial Complaint

  Date:09/20/2022

  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 3/22/2022 I purchased a re-furbished phone from Total Wireless on order #********. The phone assigned to this phone is ************. It is my understanding that a re-furbished home should be as good as a new phone. Within a few weeks of purchasing the phone, I have had several problems with the phone:1. When printing words, the letters showed up as numbers.2. On several occasions, people would call and they received recordings advising, 'the number is non-working'.3. The languages set on most phones are usually English and Spanish. For some reason the languages on this phone are ******************* On numerous occasions (well over 50 times) when typing text messages in English, the language would suddenly change to Arabic. I would then have to stop and change the language to English.5. On 2 occasions now when renewing monthly services by phone, I would get a message advising that I am elegible for additional renewal benefits and that a text message would be sent to advise how I could claim the benefits. However, to date, I have never received these text messages.

  Business Response

  Date: 09/28/2022

  Dear, *****************************
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/20/2022; regarding BBB Case number ******** complain.
  
  Your complaint states that after you activated it a Refurbish phone purchased online, you have experienced technical difficulties with the phone.
  
  We have contacted you on 09/28/2022, and you mentioned when using the keyboard of the phone, the language changes from English to Arabic. We attempted to follow the troubleshooting steps from the phone settings and advised you to factory rest the phone; however, you decided not to perform the reset. Therefore, you asked for the phone to be exchanged. We explained the steps to be follow when staring and exchange process, since the defective phone will need to be sent to us first and later the replacement phone will be sent; nevertheless, you disagreed with the procedure and decided continue with the complaint.  
  
  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 1263484868.
  Based upon the foregoing, we will close this matter as a resolution was provided.
  Thank you for choosing Total Wireless.
  
  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.        

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18050996
  
  This complaint is in regard to my ************ which I have had with Total Wireless for several years now. The phone is a 3G and not 4G or 5G. The ***** is #*** 435 463 808 105 434. I had received notices from Total Wireless that they would be shutting down the 3G Network by December 31, 2022, that a free phone would be made available to me. A few weeks ago, I placed an order via its Website www.totalwireless.com and I was told that the phone that I had requested was on backorder. At the end of of September I had paid $25 to renew my service thru the end of October 2022. Recently, Total Wireless cut off my monthly. service. When I called to inquire why, I was told that I needed to provide a SIM #. Prior to this week, I had no problem in renewing my service monthly; a SIM # was never a factor.. It should be noted that I have had numerous issues in the past with Total Wireless.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 11/02/2022

  Dear *****************************, 
  
  This is in response to the October 18, 2022, rebuttal to  Better Business Bureau complaint # ********.  
          
  Thank you for the additional feedback about the service. 
  
  A check of the account indicates that you called in stating that the keypad was inoperable on the **** ending in ****. Also, an agent , responding to a complaint form a government agency, attempted to assist you, but was unsuccessful. According to the notes, you refused to follow instructions.
  
  A further review of the account does not indicate a carrier request to update the equipment, neither phone nor SIM. The line is active and using talk, text, and data.
  
  In order to replace a phone due to a defect, troubleshooting must be done, or a technology change is mandated. Please contact us for further troubleshooting, if the issue is ongoing. If this complaint concerns another device, please provide the **** 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  Total Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

  Customer Answer

  Date: 11/05/2022

   
  Complaint: 18050996
  
  I am rejecting this response because: 1) I have had numerous unresolved issues/complaints with Total Wireless thru BBB. 2) A review of BBB records shows that the company has had well over 300 complaints; most were not resolved with complainants. 3) The phone has English/ Arabic features which I did not request.. The phone has changed to Arabic language on numerous occasions making it extremely difficult to communicate with a high government official in ******* ************* 4) *********** has not been able to correct the language defect (Arabic) on the phone. This had been brought to the company's attention on several occasions since the phone was purchased.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 12/01/2022

  Dear *****************************,
  
  This is in response to the November 5,, 2022, rebuttal to  Better Business Bureau complaint #********. 
  
  Thank you for the additional feedback about the service. We try to resolve every customer concern, using the various platforms that is used to make a complaint. Our concern during this communication is to resolve any issues that you are having.
  
  A check of the manual for the phone, which is available online, indicate that changes in language are due to user input.
  
  To change the language for the phone model that you have, follow the instructions, below.
  
  LG Language Settings Select a language to use on your device.
  Tap Tools Settings System Language & input Language ADD LANGUAGE, and select a language.
   - Touch and hold and drag it to the top of the language list to set it as a default language.
  
  As previously advised: in order to replace a phone due to a defect, troubleshooting must be done.
  
  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.
  
  Thank you for choosing  Total Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. |**** ************ | ********************** | ******************************************** | *************** | Ext. ****

• Initial Complaint

  Date:09/20/2022

  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.

  Hello, I ordered an iPhone SE 64GB Black - RECONDITIONED from Total Wireless on 3rd August 2022. The order also contained a $25 plan. I received the phone, and it was damaged (cracked screen). Hence I contacted Total wireless to return it. They sent me an email containing a *** shipping label. There was a problem with opening the shipping label through the email as it only contained a thumbnail, which never actually opened. I went to *** store and gave them these details but they were unable to print the label for me just based off the tracking number given in the email. I contacted Total wireless again to resend me the proper label, but instead, they sent me the same email containing the thumbnail. They said this was the only option I had. Hence I decided to ship the item using my own shipping label. I bought a shipping label through ***** and shipped back the cracked phone. I did include all the necessary details like the original order number and the return case number with the returned package. They received the item on 1st September. I have called them multiple times since then to receive my refund. Every time I call them I get a different response. I have heard responses like "the item has been received, and the refund will be processed in a few days", "you will have to wait for 30 days to get the refund", "we cannot track the item on our end". This has been so frustrating and tiresome on my end as I have contacted them multiple times but never received an accurate response on if they have actually received the item to inspect it. When I asked them to send me an email confirming the item has been received, they hung up on me. I am attaching the pictures of the order details, return case details, and proof that I sent the item back. Please help me get my refund of $98.89 dollars that I paid for the phone and the plan. Thanks

  Business Response

  Date: 09/27/2022

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/20/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a phone in our website; however, the phone was delivered with physical damage (cracked screen)and you have experienced difficulties to receive the Refund that stared on August 9th, 2022.
  
  We have contacted you on 09/27/2022, and after further investigation we confirmed with the Ticket Number ********** and Order Number ********, that we successfully received the defective phone as part of the procedure; nevertheless, the Refund has not been completed yet.
  
  The Case Number ********** has been generated to start the Refund Process for the amount of $98.80.
  
  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 1263558292.

  
  Based upon the foregoing, we will close this matter as a resolution was provided.
  
  Thank you for choosing Total Wireless. 

• Initial Complaint

  Date:09/19/2022

  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.

  on 8/18/22 Total wireless had an outage and my phone has not worked since i get constant calls from them i can not answer and when i call back phone immediately hangs up i cant make or recieve text on 2 lines i payed ***** for august and september and have not resolved issue

  Business Response

  Date: 09/27/2022

  Dear ***********************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 20, 2022, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that he has no signal and no service since August 18, 2022 up to present. He is asking for a refund for the month of August and September.
  
  We spoke with ************** today, September 25, 04:02 PM EST at **********. We informed him that he is not eligible for a refund because the system shows there is usage on his account. We have confirmed that he is using Wi-Fi calling. We educated ************** that using Wi-Fi calling is not a guarantee that the service plan previously added will not be used up. During the said conversation he terminated the call. 
  
  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 1263285892.
  
  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: 09/28/2022

   
  Complaint: 18048407
  
  I am rejecting this response because: i have not gotten service since august 18 and am not paying for service that i didn't receive  the representative told my wife she was stupid for paying for 2 lines when i an only getting service on one line so i an not accepting anything but 128 64 for august and 64 for September 2022
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/12/2022

  Dear ***********************,
  
  This is in response to the September 28, 2022, rebuttal to  Better Business Bureau complaint # ********.  
          
  We regret that you are rejecting this response. We apologize for any inconvenience that you encountered. Purchases of service or airtime is non refundable. 
          
  The decision not to process a credit, as a courtesy, is based our finding on the numbers ending in **** and ****. A report on the usage confirms usage for both the months of August and *********************************************** while dependable, depends on several factors, to provide service. Signal, location, and equipment are some of the factors that affect whether the phone will work or not.  No carrier guarantees coverage in all locations, especially in buildings depending on the construction materials. Also refer to the Total Wireless Terms and Conditions, that relate to refunds and coverage*, the Total Wireless Terms and Conditions are available in their entirety on the Total Wireless  website.
    
  No refund will be processed since service that was used. If the issue is with another line, please provide the **** of the affected device for troubleshooting or consideration of a credit.
  
  Our agents go thru a rigorous training, and are randomly monitored for quality assurance purposes. Agents are trained to address customer related issues, or can escalate the issue to the correct department. We would like to escalate this issue to management, could you provide a ************* when you spoke to the agent mentioned.
          
  
  If further assistance is needed, you can contact me directly, and agents 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 Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

• Initial Complaint

  Date:09/19/2022

  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 purchased an iphone 11 from total wireless on 7/30/22, order# ********. On 9/2/2022, the phone got a No SIM Available error, I called total wireless and followed directions for trouble shooting, it didn't fix the problem. They said I need to buy a new SIM, then I ordered a new SIM card and it didn't fix the problem either. They said they are going to send me a replacement phone. After 10 days, nothing happened. I called again, they said they can't replace the phone, I need to go to Apple store for help. It is so frustrating that Total Wireless can't provide me with a solution after 18 days with a dead phone!

  Business Response

  Date: 09/26/2022

  Dear ***** ****,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 19, 2022, regarding BBB Case number ******** complaint. 
  
  **************** complaint states that he encountered No SIM available error on his new iPhone 11 and was advised to purchase a new SIM card. However, it did not resolve the issue so decided to ask for a replacement but was denied.
  
  We spoke with Mr. **** on September 24, 2022, 05:52 PM EST at **********. We are able to verify the device which is still in warranty and offer to troubleshoot the phone, but he refused; stated that he already spends enough time to troubleshoot the phone with no avail. The reason why he asked for a phone replacement. We provided instructions to go to any Apple store to get the phone replace that he agreed upon.
  
  As per procedure, we are not allowed to process iPhone replacement. Instead, we advised customer to visit any Apple store available for the device replacement.
  
  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 1263288413.
  
  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:09/15/2022

  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.

  Total wireless claims this phone is one of there phones they sell. I bought this from ******** They told me they will not release it from their service since it was a locked device bought though them. I don't have total wireless and wasn't with them. Pics show this is not a total wireless phone when you provide the imei number on the phone they claim it is a total wireless phone

  Business Response

  Date: 09/27/2022

  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 15,2022 regarding BBB Case number ******** complaint. 
  
  Mr. ******************* complaint states that he wants to unlock the phone to a different service provider.
  
  We attempted to call Mr. ************************* via phone # ********** on September 20, 2022,at around 9:25 AM EST. He answered our call, however, he did not hear us and requested for a callback. We called him back right away on the same date,September 20,2022 at around 9:28 AM EST. He answered our call but requested another day call back for the same reason. We tried to call him back on the following day, September 21,2022 at around 3:29 PM EST. He answered our call and claimed that he could not hear us. Thus, he requested for the following day callback. On September 22,2022 at around 1:32 PM EST, we called him back and he answered our call. At this time, he denied the phone is not from us and he does not have a Total Wireless account. Since the phone is a BYOP (locked) phone, we transferred the call to the ******************** as per transfer guidelines. We attempted to call him back on the following day, September 23,2022 at around 12:35 PM EST. The customer verified that the unlocking request was not successful. Thus, at this, time he tried to unlock a different phone. The secondary phone that he wanted to unlock was in a risk assessment and was not reported as lost or stolen as per ********************. The device is not qualified to be unlocked. Finally, today, September 27, 2022, we attempted to call him back via phone number ********** at around 12:32 PM EST. The call was routed to a voicemail that is not set up. We sent emails through his email address ****************************.
  
  
  If Mr.************************* 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 *******, *******, and ******* or Ticket ********** and ********** respectively.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing (Enter ************************************************************************

  Customer Answer

  Date: 09/27/2022

   
  Complaint: 18031081
  
  I am rejecting this response because: They have called me several times to tell me that they will fix this matter and transfer me to another *****  When I am connected to the other ***** I am told they refuse to unlock this phone claiming it is an i phone they own. Refer to the pics sent to you on the complaint that it is fact not an i phone but a Kyocera dura xe from ******** They seem to be playing games at this point and are not will to correct their error on this matter. I will not stop pressuring this matter till it is resolved thanks 

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

  Business Response

  Date: 10/12/2022

  Dear *************************,
  
  This is in response to the   4, 2022, rebuttal to  Better Business Bureau complaint # ********. 
  
  A check of the phone ending in **** is not eligible for unlocking. If this is a recent purchase, we advise you to return to the place of purchase for assistance, because the phone is displaying as locked to a Tracfone brand. Please refer to the Tracfone Unlocking Policy, which is available on any Tracfone Website. The phone's **** can be entered for verification of the unlocking status.
  
  If the issue is with another phone, please provide the **** for further research. Unless you can provide another **** for this request, we will close this complaint.
  
  Thank you for choosing Total Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

  Customer Answer

  Date: 10/12/2022

   
  Complaint: 18031081
  
  I am rejecting this response because: this is not a track fone and I was never a customer of ********************** nor did I ever have a phone number ending 8555
  
  Sincerely,
  
  *************************

  Business Response

  Date: 10/26/2022

  Dear *************************,
  
  This is in response to the  October 12, 2022, rebuttal to  Better Business Bureau complaint # ********. 
  
  Thank You for the additional response to this BBB complaint.
  
  If the **** that we have in our system is the one that you want to be unlocked, and you have been advised that it is not eligible for unlocking, then we will not be able to unlock it.  We do not know how you purchase a Tracfone branded device from another Company, and were advised that it was not locked.
  
  We advised you if you have a different ****, to please provide it for research into this issue. At this point we can only recommend that you take the receipt and the phone back to the place of purchase for further assistance. Please refer to the Unlocking Policy, which is available in it's entirety on the Total Wireless Website. With the above finding, we are closing this complaint.
  
  Thank you for choosing Total Wireless to provide cellular service.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** | ******************************************** | *************** | Ext. ****

• Initial Complaint

  Date:09/15/2022

  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.

  Bought a iPhone XR "refurbished."Did not set it up right away, but when i did, the phone is defective (loose parts inside and black lines on screen).Since I can't use the phone also out the service plan I purchased with it as I have not even activated the phone.Return period was 30 days, but I can't even get someone on the live chat or phone that can help or elevate the issue.Frustrating and all I want is a replacement for it.Order# ******** - iPhone XR and a $100 4 line service plan

  Business Response

  Date: 09/27/2022

  Dear *******************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/15/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a  new iPhone but it was defective but you did not notice on time because you did not activate the phone immediately. Also, you mentioned that you tried to get assistance buy you could not contact any customer service representative to escalate the situation. As a resolution, you want a replacement device.
  
  We checked your account and we noticed that it was activated 2 days after the phone was delivered. This phone is currently deactivated as the service was transferred back to the old device.
  
  We have successfully spoke with you on 9/23/202, callback number ************ and we explained that that new Apple iPhones are covered by a one-year limited warranty offered and administered by Apple. Refurbished iPhones are not covered by a limited warranty but may be returned for a refund within thirty (30) days of purchase. Since it was beyond the 30 days period we could not process a refund nor replace it.
  
  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 Wireless.
  
  

  Customer Answer

  Date: 09/28/2022

   
  Complaint: 18030223
  
  I am rejecting this response because:

  1.) the device is defective

  2.) the SIM/device wasnt activated for use.  The old SIM card was put into the device to make the transfer of data and apps from the old phone and then started to fail (screen and loose parts inside the phone that are audible)

  3.) I still have a $100 service plan that was purchased with and associated with this phone that makes no sense to activate or use now.  This is why I say that the phone was not activated as I do not have a credit on my account nor have I been refunded this service plan.

  A service credit to my account in the amount of $300 (phone and service plan), or just a replacement device is what Id considered set for remedy.

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

  Business Response

  Date: 10/13/2022

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 09/15/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you purchased a new iPhone but it was defective but you did not notice on time because you did not activate the phone immediately. Also, you mentioned that you tried to get assistance buy you could not contact any customer service representative to escalate the situation. As a resolution, you want a replacement device.
  
  We checked your account and we noticed that it was activated 2 days after the phone was delivered. This phone is currently deactivated as the service was transferred back to the old device.
  
  Mr./******************************* is requesting for a refund on service that was purchased for order number 977243614.Mr./******************************* our system indicates that there was usage concerning IMEI/Serial number ***************. Mr./******************************* you are not eligible for a refund  Plans have no cash value and are non-refundable.
  
  A previous representative successfully spoke with you on 9/23/202, callback number ************ and we explained that that new Apple iPhones are covered by a one-year limited warranty offered and administered by Apple. Refurbished iPhones are not covered by a limited warranty but may be returned for a refund within thirty (30) days of purchase.Since it was beyond the 30 days period we could not process a refund nor replace it.
  
  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.
  
  All the above information has been provided, so we will consider this matter closed.
  
  Thank you for choosing Total Wireless.
  
  Sincerely,
  
  *************************
  Total Wireless
  ************************************

• Initial Complaint

  Date:09/14/2022

  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.

  Total wireless has not allowed for service to be on my two lines for over 48 hours now. I have paid for service for three lines. It was $91 and some change. They are saying the phones are being held on a hold with a leasing company. The leasing company itself has called total wireless on my behalf and they still refuse to fix the issue. I have spent over 13 hours within 48 hours on the phone with them trying to resolve this matter. They will not refund me so I can move to another company. Every single person I talk to says they can fix the issue and then the issue is never fixed. I am completely drained from this matter. They have messed up two lines with no hope of resolving in the future.

  Business Response

  Date: 09/21/2022

  Dear ***************************: 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 19, 2022, regarding BBB Case number ******** complaint.  
          
  ******************************* complaint states that she is having issue on her account adding a line.
   
  ******************************* was contacted and spoke to her. She confirmed that two lines was added successfully. But those phones are unable to make and receive calls for at least 3 days. For the inconvenience we provide 5 day service end date extension. 
   
  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 1263118734.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department