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:09/13/2022

  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 called in to inquire about whether I can add a second line bringing in a phone number with it. The associate said yes I was eligible to add a line. Prior to her doing anything, I repeatedly asked her to check to see if the number I wanted to bring over could be ported. She continued to ignore me and while I was answering questions still asking her to check the number first. E cause I didnt want to lose the current service I had which had two weeks of service left before replenishing she proceeded to charge my card. Shortly after the amount was approved, she tells me that the number was ineligible. I asked her to restore my prior service which had two weeks left and refund me my $65 because I asked her to check to see if the number could be ported. She apologized continuously saying she was sorry meanwhile pretending to work on getting me a refund. Then she hung up on me after being on the phone for nearly 40 plus minutes. She was very deceitful as she pretended to pass me on to a supervisor which I believe was the co-worker sitting next to her in the call center,Monday morning/afternoon, I called back to say I wanted a refund. The girl I was speaking with Monday sounded like the same person I was on the phone with on Saturday evening. One girl who pretended to be a manager, told me I couldnt get a refund because it was more than 24 hours. After that call, it somehow got disconnected. When I called back several times, I was passed around, hung up on and called about 5 times with no results. The following Saturday, they disconnected my service saying my bank filed a dispute on my behalf bc I made a complaint. First, off they restricted my PAID service that I was not getting the full service for the second line I wanted to bring in and bc of a dispute.Now they have my money from me losing 2 wks on the single line, restricting my fully paid service (I have no phone service now), holding my number hostage and refusing to refund me since I have no service. FCC

  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 13, 2022, regarding BBB case #******** complaint.
  Your complaint states that you have been having issues to port out a second line that you have with Total Wireless to a different carrier.
  
  After further investigation, we were not able to find the information about the second line nor the purchase made on that account. We will need to be in a call with you to verify the information and provide proper assistance.
  
  We have attempted to reach you multiple times via phone to ************, and e-mail sent to ************************* on 09/19/2022, 09/21/2022, 09/22/2022, 09/23/2022 and 09/26/2022; however, we were unable to speak with you and you have failed to respond to our e-mails.
  
  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 1263026105.
  
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Total Wireless.          
  

• Initial Complaint

  Date:09/12/2022

  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 am a current customer. My credit card ending in **** was charged June 21, 2022 $105.32, July 21, $105.70, Aug 20, $105.71 These charges do not appear on my payment history with Total Wireless. My regular charges are separate. In phone calls I have been told that these charges are for a separate account with a separate phone(s) with a serial number they see. They refused to send me any written verification that these charges were made for another account or the serial number of that account They refused to send me any written verification that I even called them. I have spent at least 4 hours on the phone to an off shore phone bank. They only would say their sorry and that I needed to go back to my financial institution to get resolution. My ************ needs some written verification that these monies went to another account. The person the phone(????) Said they could see the charges on my account but refused to give me anything in writing. I have sent a letter with documentation to the ***** address of the ********************************

  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 12, 2022, regarding BBB Case number ******** complaint. 
          
  ******************** complaint states that there were unauthorized charges processed from his account and he would like ask for a written verification so that his bank can file a dispute from his claim.
  
  Upon review, our record shows that ******************** account does not shows any deduction for $105 for months of June, July, and august. However, as per checking his credit card payment history, it shows that someone is using his credit card and was used to pay service to an existing account with Total Wireless.
  
  We contacted ****************** and successfully spoke with him on September 21, 2022, 10:57 AM EST at **********. We have informed him about the payments that was processed to his account and was advised to contact his financial institution so that a dispute could be processed.
  
  In addition, as per Mr. ************** request, an e-mail was sent at ******************** providing details about this matter.
  
  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 1263071516.
  
  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:09/12/2022

  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 have requested several times to have my iPhone unlocked. I have called and it has been a week and they still will not unlock my phones. These phones have been fully paid almost a year. They keep giving me ticket numbers then saying wait 24hrs then I have to call.and start over again because no on can ever find the tickets. There is never a manager available to escalate. Their website says it would be unlocked within 60 days and my phone has been with them 9mo.

  Business Response

  Date: 09/29/2022

  Dear ***************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 9/12/2022, regarding BBB Case number ******** complaint.  
          
  ******************** complaint states that she has requested multiple times to have her IPhone unlocked. The phone has been fully paid almost a year. She was provided with a ticket number and a turnaround time of twenty-four hours. Moreover, she called back and she was told that it will be unlocked in 60 days.
   
  Upon review, the account is no longer active in our system. It was registered as part of the **** or Bring Your Own Phone Program. In addition, there was a successful port out last 9/9/2022 with reference number **********. With this, in order for us to check if the device can be unlocked, we need to get the **** or ESN. Therefore, we need to speak to her directly.
   
  We attempted to reach ******************** multiple times via phone ************ and e-mail ************************** on 9/19/2022,9/20/2022, 9/21/2022, 9/22/2022 and 9/26/2022; however, we were unable to speak with her and she has failed to respond to our calls and e-mails.
   
  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 1263016067.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department
   

• Initial Complaint

  Date:09/09/2022

  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.

  I purchased a phone from this company and activated it in April of 2021. They refuse to unlock my phone which Ive paid for stating that I have not had active service for one year. Its September of 2022. Ive had service for over a year.

  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 09, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you purchased a phone from us, and it was activated on April of 2021, you stated that we are refusing to unlock the phone that you paid for, because, you have not paid for a year of service yet. 
  We were unable to find your account as you did not provide the complaint phone number or IMEI number of your phone.  We were unable to find records by using your name, email, or address.  We need to talk with you to get your account information and provide the best resolution.
  
   We have attempted to reach you multiple times via phone ********** and via email ********************************************** success on 09/19/2022, 09/20/2022, 09/21/2022, 09/22/2022 and 09/25/2022, however, we were unable to speak with you and you have failed to respond to our calls and emails. 
   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 1263025854.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Total Wireless.
                                          Sincerely,
  
  
                                                                                                                                                                                                                              Tracfone Wireless ****

• Initial Complaint

  Date:09/01/2022

  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 transferred my daughters cell phone number and service from red pocket to total wireless' service. Total wireless got the phone number moved over but has not been able to setup the account properly. I've spent countless hours trying to get someone to fix the issues, only to be told the issue would be escalated and fixed and I'd get a call back to update me. Everytime I've gotten a call back it's been from someone who has no clue what had been going on, how to fix the issue, or even what the issue is. What's worse is that when I've demanded to be put through to a supervisor I'm always told they can't.I want this issue fixed immediately.

  Business Response

  Date: 09/12/2022

  Dear *********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 2, 2022, regarding BBB Case number ******** complaint. 
  
  ************************* complaint, states that he transferred the phone number from red pocket to Total Wireless. Total Wireless got the phone number moved over but has not been able to setup the account properly.
  
  ************************* complaint was properly addressed as we spoke with him today September 2, 2022, 9:51 AM EST at **********. As per our conversation he wanted to port in a cellphone number and service from Red Pocket to Total Wireless network. ************************* will call us back if he has the pin and the account number.
  
  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 1262413952.
  
  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: 09/13/2022

   
  Complaint: 17897051
  
  I am rejecting this response because:

  I was given incorrect information from the contact at total wireless, red pocket was not in control of the number in question.  The call back number I was given went to a team who could not help me and who were not willing to take lead on my issue. They were also unwilling to conference call me in with someone from their porting department.  Ever person I have talked to claims to be a manager or supervisor, but when I demand to speak to a manager I'm told they can't do that.  I spent on Sept 10th from 8:30 am until about 4pm my time calling into totalwireless.com for help in getting this resolved. Everytime I was told there was an error that they couldn't fix which was my original issue. No one would escalate this further on the phone. Finally someone from tracfone decides to try activating the phone through tracfones system and that worked. Because of the horrendous customer service,  lack of ability to address , investigate and resolve an error within their system I ported out my daughter's line to t mobile.

  I wasted countless hours on the phone trying to get someone to address that error, a case was created for it, no one ever did anything to fix it. All my callbacks were from level 1 phone people who couldn't understand me, understand the problem or know how to escalate the issue and were unwilling to transfer me to a supervisor. 

   

  I believe I should be reimbursed for my time that I lost on September 10th by having to skip my landscaping clients to spend the day trying to fund a way to get around totalwireless.com error because they were so incompetent. 

   

  I can be reached at **********

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

• Initial Complaint

  Date:09/01/2022

  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.

  In order to verify your account you have to have a security pin just like any other business but this company illegally has information that they require in order to verify your account. I purchased prepaid phone plans through ******** This company asks me to verify two of the most frequent calls on my phone or the last four digits of the most recent credit card used theres an issue with this because I never set up auto fill nor gave them any credit card information so how they have that or accessed it is an Invasion of privacy and then for them to have access to my call records just makes me worried about what other information theyre accessing on my phone without my consent Im the person on my plan but cant even verify my account Ive given them the only two numbers that I frequently called and both card numbers that I have in those didnt work tell me how that is possible

  Business Response

  Date: 09/12/2022

   Dear *********************,
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 1, 2022, regarding BBB Case number ******** complaint.
   
  ************** complaint states that her privacy was invaded because of the verification procedure to authenticate an account.
   
  We spoke with ************** today September 9, 2022, 5:58 PM EST at **********. Explained that we dont process refund for an airtime card and she knew that the store will not processed a refund either since airtime card is non-refundable.
   
  Upon review, the airtime card was used to activate her phone and the number was ported out to another service provider after two days.
   
  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 1262449935.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless
   
  Sincerely,
   
   
  Executive ********************* Dear *********************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated September 1, 2022, regarding BBB Case number ******** complaint.
   
  ************** complaint states that her privacy was invaded because of the verification procedure to authenticate an account.
   
  We spoke with ************** today September 9, 2022, 5:58 PM EST at **********. Explained that we dont process refund for an airtime card and she knew that the store will not processed a refund either since airtime card is non-refundable.
   
  Upon review, the airtime card was used to activate her phone and the number was ported out to another service provider after two days.
   
  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 1262449935.
   
  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:08/27/2022

  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 paid my monthly bill almost every month on the 22nd and this month of August 22nd I paid $35 for service. On August 25th at 9pm central time my daughter advised me her phone wont connect to the internet or make a call so I began to diagnosis the problem and figured out after logging into my acct on the app total wireless shut my phone down so I connect with someone online chat and connect on the phone with them only to find a person who Was rude and I had a tough time understanding tell me they put my phone into security assessment team with no notice to me due to incoming spamming. Then I was transferred to a portal for about 15 mins only to find they werent working anymore so the *** came back on the line to ask if I wanted a return call from the risk team in the AM and I said yes. The next morning August 26th I received a call from the customer service person not the RIsk team to tell me i still cant help you cause I am not from the risk team and asked if wanted a return call and I agreed very unhappy at this point only to go through this same routine four more times. I finally got someone from the RISk team who asked me for my phone number ********** and the security pin(I never setup) then asked me for two phone numbers that my daughter texts/calls from the phone and I didnt know two but only one her mothers number. The RISk person tells me then you have to call back cause I cant help you if you dont Have cause I cant send an email to you with code for confirmation cause our system was down. I was furious and said I am not calling back after all the calls I have made today while at work with no assistance and the man still refused to help me and I have not called back and they still have my money of $35 and I have no service and took my business else where to get her a phone. I just want my $35 back.

  Business Response

  Date: 09/02/2022

  Dear ***************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 28, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. ******* complaint states that he paid $35 for his service for the month of August. On August 25th his service stops, then called multiple times but could not get a resolution. He is now asking for a refund for the plan he added this month.
  
  Upon review, **************** is not eligible for a refund since there is a usage in the account and the account is in risk assessment due to spamming. In the event of termination for any other unauthorized usage, any unused service will be forfeited and will not be entitled to receive a refund for Total Wireless phone or for any unused service. Please refer to the Terms and Conditions for the Unauthorized Use of Products.
  
  We spoke with **************** today, 09/01/2022, at ************ and we informed him that he is not eligible for refund since the account is in risk assessment due to unauthorized use of products. We offered him that we could try to checked if we can reactivate the service. However, he refused and stated that he does not want to use the service anymore.
  
  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 1261865233.
  
  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: 09/02/2022

   
  Complaint: 17785986
  
  I am rejecting this response because: They offered to possibly put my service back on, but told me their security protocols will not let them and I broke their rules due to incoming spam.  I can not stop incoming spam so they stole my money and refuse to return it.   I paid for service and they should refund my money after 4 days of use of $35. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:08/26/2022

  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.

  I HAVE BEEN CALLING TOTALWIRELESS ABOUT MY EMAIL ADDRESS AND SOMEONE HACKED MY ACCOUNT AND THEY DONT HAVE NO EMAIL ADDRESS AND THEY SAYING THAT MY PHONE ISNT ACTIVATED AT ALL AND I AM PAYING FOR SERVICE

  Business Response

  Date: 09/06/2022

  Dear *******************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 29,2022 regarding BBB Case number ******** complaint.  
          
  Ms. *********************** complaint states that she is having an email issue. 
  
  Since we did not able to reach **********************, we had to do a prior investigation on her account. Upon review, her account is well-provisioned. The email address associated to her account is a different email address. Thus, email verification should be done with ***********************************. For now, Ms. ********** accusation of accounts hacking remains unproven, until she verified the correct email address associated to her account. She might have two different emails associated to her account. 
  
  We attempted to call ********************** on August 30,2022 at around 10:12 PM EST, however, the call was routed to voicemail. We left voicemail for her. We called her back on the following day, August 31,2022 at around 12:27 PM EST, the call was again routed to voicemail. We continued to call her back on the third (3rd) day, September 1,2022 at around 10:49 AM EST. The call was routed to voicemail. The same thing happened on the fourth day, September 2,2022, When we attempted to call her back, the call was routed to voicemail. Until today, September 5, 2022, we called her back, however, this time instead of voicemail, the call was routed to a disconnected phone number. 
  
  Furthermore, since we failed to communicate **********************, we sent her follow up emails through her email address ******************* on the same aforementioned dates and times. She did not response those emails as well.  
  
  Ms. ********** concerned should have been properly addressed the way it should have done. However, it was not resolved due to unable to reach her after the five (5) attempts of call back. 
  
  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 *******, *******, *******, and ******* or Ticket Number 1262173553
  
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  
  

• Initial Complaint

  Date:08/26/2022

  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 bought an iphone 11 reconditioned from Total Wireless' website last month because they ran a promo for $99 and bundled with a plan. Many others bought from them too during this promo since it was on slickdeals.net and after about a few days we all received emails stating that they were cancelling our orders but they fulfilled the orders when they changed the price to be $150 a few days later. On top of cancelling our orders they had already charged our credit cards and it's been more than a month and we still haven't received a refund on a cancelled order that was issued by Total Wireless and not the consumers.

  Business Response

  Date: 09/06/2022

  Dear *****************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 26, 2022, regarding BBB Case number ******** complaint.  
          
  ************ complaint states that that he bought a reconditioned iPhone 11 from Total Wireless website last month for the reason that a promo was offered for $99 including a bundled plan. The order was successful and the credit card was charged. However, after about a few days from the ordered date, the order was cancelled. In addition, after a month from the cancellation date the refund is still unprocessed.
   
  We tried to search ************ account using the given information, but we found multiple accounts. We were also unable to track his ordered item. 
   
  We contacted ********** multiple times at ********** and e-mailed ****************** on 8/30/2022, 9/01/2022, 9/02/2022, and 09/05/2022, but we failed to get hold of her. She was unable to respond to our calls and e-mails. However, we were able to speak with him on 8/31/2022 at **********, but he failed to provide us with the order number. He decided to contact us whenever he has the order number, but we were unable to find any record that he called back. We need to review the order number to see why the refund is not processed yet. Once confirmed, we will process the required amount for the refund. 
   
  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 1261811658.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
  Executive Resolution Department 

• Initial Complaint

  Date:08/25/2022

  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 purchased our Sim kit transfer and service pin at ******* on Aug 23 at 7 we tried to activate our phones the customer representatives were not asking proper questions and it took us forever to figure out on our own that we needed to create an account before we had to port the number over and he kept trying to find our account and we told him we were a new customer it was very hard to create our accounts they kept trying to verify stuff through an email when we told them repeatedly it wasn't coming through and then they asked weird questions about verifying through our phones most frequent caller when it's our work phones and it's random numbers we wouldnt know that answer even if we guessed. after we got our accounts created we got the Sim cards in the phones and they were not activated for four hours. we had to get back to work after our phones were finally activated it only took from 4 PM on Aug 24 to around 6:30 PM on Aug 24 for the service to completely go out we could make calls and text it was the data we couldn't use our apps no Internet connection at all we have spent almost 12 hours just trying to get the phones figured out and all the representatives are trying to troubleshoot the phones they are doing the basic turn it off turn it on airplane mode off Wi-Fi on data on go to the *** make sure the access networks are turned on this and that every time we asked to be transferred to a supervisor they just transfer us to other representatives in customer service and tech-support neither one has been able to transfer us to a supervisor and when we do they Hang up the call while still on hold during the transfer the supervisors have not been helpful and said we cannot get a refund since we bought it at the store yet provide no troubleshooting that has worked and refused to escalate the call we even got in contact with corporate and they hung up on us as well right before they repeatedly stabbed the numbers on the keypad. They do not work at all now

  Business Response

  Date: 10/07/2022

  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.  
  
  Ms. ******************************* an attempt has been made but unsuccessful in reaching you. Ms. ******************************* what is the best contact phone number and time where you can be reached to?
  
  Ms. ******************************* based on the information provided on August 26, 2022, a port out request was processed for phone number ************.
  
  Ms. ******************************* in order to provide you with a refund we will need proof of purchase receipt. You may send me proof of purchase receipt directly via email to ************************************.
  
  My hours of operation are Monday through Friday from 9:00 am to 6:00 pm EST.
  
  Thank you for choosing Total Wireless. 
  
  Sincerely,
  
  *************************
  Total Wireless
  BBB Specialist