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:08/25/2022

  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.

  I ordered "iPhone 11 64GB BLACK - RECONDITIONED" and "$25 Plan" from Total Wireless on July 14, 2022 with the order number ******** for the amount of $116.10. I paid this amount through PayPal. On July 22, 2022, I received an email stating that "Due to high demand the phone you ordered in our web site is now out of stock." After that date, I tried contacting the company using their chat system to get my refund but they didn't give my money back. I am writing this message after being told via chat that I would get a callback from the company within 15 minutes. It never happened. Now that it is over 30 days, I believe I will not get my money back through other means. I hope BBB can resolve this issue.

  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 25,2022, regarding BBB Case number ******** complaint.  
          
  ************************* complaint states that he ordered an iPhone 11 64GB Black - RECONDITIONED" and "$25 Plan" from Total Wireless on July 14, 2022 with the order number ******** for the amount of $116.10. He paid this through PayPal. On July 22, 2022. ************************* received an email stating that "Due to high demand the phone you ordered in our web site is now out of stock." More than 30 days after ************************* received the e-mail about the order was cancelled he did not receive the money back.
  
  We spoke with ************************* today September 2, 2022, 4:52 PM EST at **********, as per our conversation ************** confirmed that he already received the refund. Thus, this case will be closed.
  
  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 1262027275.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless 
                                                                                                                                                                        
  Sincerely,
  
  Executive *********************

  Customer Answer

  Date: 09/08/2022

   
  Better Business Bureau:
  

  While I contacted BBB, I also contacted PayPal to resolve the conflict. PayPal found that I was right and refunded my money back. Since I got my money back in reference to complaint ID ********, I am okay with this resolution. That being said, I do not recommend anyone to do any business with Total Wireless.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/23/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had a prepaid cell phone account with this company for a year and three months. I am trying to add minutes to my plan and they have been giving me the run around stating that that number is unavailable, I spoke to several of them yesterday and they indicated that the number is available because it is less than ****************************************************************************************************************************** and other customers, They just continue to lie, I had and new sim card and a new $35 plan that they indicate has been used which it has not the new sim card has not been activated. This is a sad situation with those prepaid companies that cheat people. They lie continuously to customers **** ****** ****** ****** there are agents you lie to me.This company needs to retrieve my account

  Business Response

  Date: 08/26/2022

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23,2022, regarding BBB Case number ******* complaint.  
          
  ********************** complaint states that he wanted to have his phone number back. He also requested a refund for the sim card and the service plan that he purchased from CVS Store.
   
  We attempted to call him back yesterday, August 25,2022 at around 3:08 PM EST. The call was routed to a voicemail. Since he did not answer the call, we sent him a follow up email through his email address ***************** .He did not response to that email. 
  
  Today, August 26, 2022, we called him back at around 3:22 PM EST. This time, **************** answered the call. He was asking a refund for the sim card and the service plan that he purchased from the store. I explained to him that we cannot do a refund for the items that he purchased form the store. The phone is a BYOP (Bring Your Own Phone) and the things he purchased associated to it are non-refundable.  
  
  Furthermore, since he was requesting to retrieve his phone number, we informed him that his phone number is non -retrievable. The phone number he was talking about is not found in our system. This is from the different provider. This conclusion was verified and authenticated by the portability department. It was made clear that we followed a proper resolution to Mr. ******* concerned. He denied our resolution. 
  
  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 1261593256.
  
  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:08/22/2022

  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.

  This is the worst phone service ever. Calls drop all the time consistently, technical support is trash. Today 8/22/22 I accidentally took my daughter's phone off our 4 line plan. After having trouble trying to put it back on my account I called. The agent said they were opening a ticket, and would call back in an hour, the guy calls back I go through all the verification again only for him to tell me again they need to open a ticket for 24 hours. I requested a credit for the time my 4th line is down, and the guy just ignored me. I clarified, so you want me to pay for a 4 line plan, with 3 lines, again ignored. I was with Sprint for 20 years, and never had these issues. We need our daughter's phone working.

  Business Response

  Date: 09/09/2022

  Dear **********************
  
              We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23, 2022, regarding BBB Case number ******** complaint. 
  
              Mr. **************** states that he experienced some drop calls. He added that the 4th line was accidentally removed, and customer service just kept creating a ticket but not resolving it.
  
              We spoke with **************** via phone number **********, on August 25, 2022. He confirmed that the issue with adding the 4th line was already resolve. We were about to troubleshoot the phone to address the drop call issues when the call got disconnected, and we were not able to reach him again.
  
              We attempted to reach **************** via phone number ********** and e-mail ****************** on 8/29/2022, 9/2/2022, 9/5/2022, and 9/9/2022, but we were unsuccessful, he has failed to respond to our calls and e-mails.
  
              Upon review, **************** account already has 4 lines active and provisioned. We have also verified that there is usage in the account, indicating that it is being used.
  
  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 1261525322.
  
  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: 09/10/2022

   
  Complaint: 17755123
  
  I am rejecting this response because: The business calls from restricted numbers, with no way to contact them back. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/27/2022

  Dear *********************,
  
  This is in response to the September 10, 2022, rebuttal to  Better Business Bureau complaint  number 17755123.
  
  We apologize for any difficulties encountered with the attempts to add the delete phone back to the 4-line plan.
  
   A check of an account using the contact information in the complaint indicates that four lines are active on the same account. If issue has not been resolved, please contact us for further assistance.
  
  For your convenience, we provided alternate methods of contacting us in the original response to this complaint and have agents available to assist. 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.
  
  We have additional agents available to assist with this 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 for your cellular needs.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** ********************************************* | *************** | Ext. 6142  

• Initial Complaint

  Date:08/22/2022

  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.

  I placed an order on July 5th for a ******* galaxy a32 in the amount of $176.42. When we received it and tuned it on it just kept glitching out. We immediately sent it back for a return. Since there is no where on their sight to prosses a return I just hoped I was sending it to the right place. After I got notification from *** that the package had been delivered on the 18th of July I called customer service on July 20th to make sure that it was getting processed as a refund. I was told the refund was processed on July 19th and I would have my money in 7 to 10 days. When I did not receive my refund after 10 days I called agine this time being told that I tacks 30 days for the refund to post and that the last day they had to process the refund wad the 17th of August. I called agine on the 17th after there was no refund in my account. I was told that the refund was being processed and the it was scheduled to post at 10:30 am on the 18th and that if it did to call back and they could expedite the refund and that it would be 7 to 10 days. I called on the 19th and was told the refund had been processed and to give it 5 days to post. Every time I have called I have been given completely different info. According to their return policy I was supposed to have my money 30 after they received the item. So I should of had my money back on the 17th. I just keep getting the run around and no real help.

  Business Response

  Date: 08/26/2022

  Dear *******************: 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2022, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that she purchased a Total Wireless ***** ******** Galaxy A32) with phone card ($25 Unlimited Card) from the website on July 5, 2022. She received the device, but it turns out that it was defective. Therefore, she returned the item with tracking number 1Z597X010334716364 on July 18, 2022 at 10:48 AM EST. However, she did not receive a refund, but only informed that the refund is being processed.
   
  We spoke with ************ today, August 25, 2:04 PM EST at **********. We were able to authenticate the account and processed the refund. She was provided with the Transaction Reference Number 93662485C74FIU0V. Moreover, she was informed about the time frame for the refund process. 
   
  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 1261500317.
  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: 08/29/2022

   
  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:08/22/2022

  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.

  Entered by BBB Staff - lj Consumer is unable to access her available cell phone minutes. Cannot use her flip phone. Consumer usually buys a $25 Total Wireless phone card. She has been unable to find $25 phone cards at local stores. $35 and $55 phone cards are too expensive.. Consumer wishes to use her available cell phone minutes. Company stated she needed to provide a pin number for verification purposes. She does not have her pin number. She has been a customer for four or five years. Company has her contact information. . She is unable to speak with a manager for assistance.

  Business Response

  Date: 08/29/2022

  Dear ***********************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint states that the Loyalty Reward Points from her old phone was not transferred to her new phone.
   
  We have spoken to **************** on August 26, 2022 at ********** and as per conversation, she was not able to provide the *** of the old phone. Thus, explained that the points will automatically transferred to her new phone since she keeps the same phone number. 
   
  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 1261517183.
   
  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:08/22/2022

  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 placed an order ******** on July 14th with a total of $128.35, the merchant canceled my order after a few days. And now it has been a month, I have not received the refund.

  Business Response

  Date: 08/30/2022

  Dear *********:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. *** complaint states that he placed an order on July 14, 2022 with a total amount of ****** USD, the order was cancelled after a few days, but he did not receive any refund.
   
  Mr. *** was contacted on 08/25/2022 via phone ************ and we were able to speak with him and we informed him to contact his bank. We called and spoke with him the next day, he mentioned he contacted the bank, but no refund or chargeback created. With this, we sent an escalation to process the refund in reference with ticket number ********** and provided 72 hours turnaround time.
   
  Moreover, we received the refund confirmation ID: **************** from the escalation on 8/29/2022. We attempted to contact Mr. *** on the same day, but we failed to reach him. However, we were not able to leave a message as his voice mailbox is not set **. ** addition, we sent him an e-mail response to ********************** He responded to the e-mail we sent. Thus, we called him back on 8/30/2022, we were able to speak with him and informed him that we successfully credited back ****** USD in his bank account. These credit posts usually occur within 3-5 business days after processing and have him make contact with his bank for verification of this credit posting.
   
  If Xiang Lan 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 1261509373.
   
  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: 08/31/2022

   
  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,
  
  Xiang Lan

• Initial Complaint

  Date:08/22/2022

  Type:Delivery 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.

  They scammed me for my money. I paid around $150 for a phone and my order number is incorrect and i never received confirmation email from total wireless, now they keep saying things like its being processed, problems with my payment, and now they say they cant cancel my order although as they claim it never been and is still processing.

  Business Response

  Date: 08/31/2022

  Dear ***************************, 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint states that she paid for a phone for the amount of $150, but the order number is incorrect. She did not receive an e-mail confirmation from Total Wireless regarding the status of the order.
  
  Upon review, we found out that **************** has an active account with Total Wireless. The phone is well provisioned and is being used. However, we were unable to verify the order number for the ordered item that she did not received.
  
  We contacted **************** multiple times at ********** and ********** on 8/25/2022, 8/26/2022, 8/29/2022 and e-mailed her at ******************** but she failed to respond to our calls and e-mails except on the last e-mail we sent which she responded. She informed us that she is no longer interested in resolving her concern. Therefore, we did not attempt to contact her for our fourth attempt. However, in order to track the order, we need to review the order 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 1261504871.
  
  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:08/21/2022

  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'm letting you know that total wireless company is dealing my service plan and changing my SIM card how I know cuz it shows up on my phone and if I don't get my money back for this phone and all the service I put into this there's going to be a problem so I want them to refund all what they stole from me because they hacking my phone and he's stealing on my service every time I call them up they keep asking for my personal information and I'm tired of it just to get into my account that many times no they're stealing my identity I don't reported it to the cops before and there's nothing they can do so do this and get my refund for all the all the stuff I put into this thank you have a blessed day God bless

  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 21, 2022, regarding BBB case #******** complaint.
  Your complaint states that you have been having issues to use the phone service on your device, and for this, you are requesting a refund for the service plan paid.
  
  We were able to validate on our system that the phone was not working for calls, due to the fact that you had no minutes balance on your account. After we explained the situation through e-mail and waited for your response, the phone ran out of service. You will need to refill the service to keep using the features from it.
  
  We have attempted to reach you multiple times via phone to ************ and ************, and e-mail sent to *********************************** on 08/25/2022, 08/26/2022, 08/28/2022, 08/29/2022 and 09/01/2022; however, we were unable to speak with you and you have failed to respond to our e-mails to confirm the resolution provided.
  
  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 1261517444.
  
  
  Thank you for choosing Total Wireless.          
  

• Initial Complaint

  Date:08/20/2022

  Type:Delivery 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 placed two orders of reconditioned iPhone 11 at totalwireless.com for $100 each on July 14, 2022, order# ******** and ********. I received an email confirmation for one of the two orders, which was followed by a cancellation email on 07/20/2022. The claimed reason of cancellation was item being out of stock,ironically, the same item was available for purchase at the time of receiving cancellation email, item was listed as in stock, but only at a higher price. I never received any confirmation or follow up email concerning the other order though. I have tried to contact customer service via email on 07/29/2022, but never heard back from them. I am still charged for the two orders that were cancelled. I am requesting totalwireless fulfilling my two orders. It's been more than a month since they charged me for items that were cancelled, and ignore my inquiry.

  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 20, 2022 regarding BBB Case number ******** complaint.  
          
  Mr. ****** complaint states that Total Wireless cancelled his order with order # ******** and ********. He was informed that due to limited stock, the order was cancelled. However, he noticed that same item was available for purchase at the time of receiving cancellation email, item was listed as in stock, but only at a higher price. With this, ************** would like to have the order completed and shipped.
  
  Upon review, our records indicate that ************** initially placed his order on 7/14/2022 which was part of the limited offer until supply last. However, the order got cancelled on 07/20/2022 due to out of stock. Moreover, we were unable to verify some details from his payment due to limited information provided.
  
  We attempted to contact ************** multiple times via call at **********; and e-mail ***************** on 8/25/2022, 8/26/2022, 8/29/2022, 8/30/2022, and on 9/02/2022. However, we were unsuccessful, he has failed to respond to our calls and e-mails.
  To further assist ************** on this matter, it would be best if we could speak with him directly to provide complete assistance and address this matter accordingly.
  
  If ************** should still require assistance, he/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 1261993934.
  
  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:08/19/2022

  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.

  Total wireless has sold me a cell phone and monthly service cards and total wireless sim cards that are not compatible. Due to this I have not had cell phone service for several weeks not. They refuse to turn my phone on after I've continued to purchase their monthly service cards for several months now. I have missed phone calls, emails and very important communication due to their neglect and incompence.

  Business Response

  Date: 09/07/2022

  Dear *****************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/19/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you got a Total Wireless phone and a SIM card that is not compatible with the phone. The phone service is not working properly and Total Wireless has not been able to fix the issue.
  
  We attempt to reach you multiple times via phone to the contact number ************ and ************ an email was sent to ********************* on 8/30/22, 8/31/22, 9/1/22, 9/3/22 and 9/6/22; however, we were unable to speak with you. You reply one of our emails saying that we can call you, we did but no answer received.
  
  We checked your account and found that you received the wrong SIM card; you should have a Total Wireless SIM connected to the ******* tower, so we created a case to send you the correct one. Once you receive it please call us back to help you with the activation to make the phone work; refer to the ticket number **********.
  
  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 **********.
  
  Thank you for choosing Total Wireless.