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:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cannot get my Total Wireless account number that is necessary to transfer my account to Cricket. Typically it is the same as the **** number, but my account number never changed in December 2021 when I got a new phone and traded in the old phone, removing the opportunity to get the old ****. Total Wireless REFUSES to release our phone numbers to Cricket without the number, nor will they provide Cricket or me with the number. They are holding my account hostage and will not transfer me to a supervisor for higher assistance.

  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 17, 2022, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that she cannot transfer her phone number to a different service provider.
   
  We spoke with ************** on August 26, 2022, 11:59 AM EST at ********** in regards of  
  of getting her account number then she stated that someone already assisted her and she will reach out to us tomorrow.
   
  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 1260001949.
   
  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,
  
  *********************

• Initial Complaint

  Date:08/15/2022

  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.

  I called Total Wireless on the afternoon of Wednesday, August 10, to help my father-in-law port his phone number *************) from ******* to Total Wireless.The initial agent I spoke to claimed he was transferring the number from ******* to Total Wireless but instead assigned a brand new phone number to the Total Wireless SIM Card we had bought. When we rebooted the phone and realized this, we called back and spoke to another agent who claimed she was transferring the number but she just changed the new number to another new number. On our third call, we finally spoke to someone who realized that no one had created a port ticket to have the number transferred so this finally happened. When it didn't work right away, she said it was delayed and would complete by 7:45pm ET that evening. When that didn't work, we contacted Total Wireless again and were told that the automatic port didn't work so it would take another 24 hours to complete. When that didn't happen, we were told that an escalation was taking place to complete the transfer manually and this would take another ***** hours. As of this evening, Monday, August 15, that 72 hour window has expired and when I called to ask the status, was told to wait another ***** hours. On multiple occasions, I have requested to speak to a manager or the department that can actually resolve this and have been rebuffed every single time. Our Portability Ticket number is 1260651239.To resolve this issue, I would like someone capable of resolving this situation to reach out to us and get this issue resolved and then 3 months of free service be provided for my father-in-law who live alone and now has been without a working phone for nearly a full week. We have called or chatted with Total Wireless more than 12 times over the past 5 days and I estimate we've spent nearly 6 hours trying to get it resolved.

  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 15, 2022, regarding BBB case #******** complaint.
  Your complaint states that you have been having issues to Port In your phone number from ******* to Total Wireless.
  
  We were able to validate on our system that the port request with the reference number ********** has been successfully closed on 09/01/2022, with the resolution of cancelling the transfer, so you can activate the phone number again on the ******* network.
  
  We have attempted to reach you multiple times via phone to ************, and e-mail sent to ******************** on 08/17/2022, 08/21/2022, 08/22/2022, 08/24/2022 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 1261041531.
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17721332
  
  I am rejecting this response because:

  The fact we were forced to cancel this phone number port due to Total Wireless' failure to get our phone working is not an acceptable resolution. We only canceled it because after more than 20 contacts over 2 weeks with 10+ hours invested, we never got any responses other than, "Wait an additional ***** hours." We finally decided it was a mistake to try to use Total Wireless and could no longer go without a phone. Once Total Wireless canceled the port request, ******* had us up and working within minutes. Also, we were billed for a month of service from Total Wireless that we were never able to use due to the failed port and we need that refunded.

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

  Business Response

  Date: 10/04/2022

  Dear ***********************,
  
  This is in response to the September 7, 2022,rebuttal to  Better Business Bureau complaint #  #********.
  
  Airtime purchases are normally not refundable when port out of a number occurs, even though f service may not have been used. In addition, service redeemed to an account is non- refundable. Please refer to the following excerpt from The TracFone Wireless TERMS AND CONDITIONS, below,*, which is available on the TracFone Wireless Website. 
  
  However, a review of the account may warrant a credit, as a one-time exception, due to the port in failure. A check of the account does not display if the charges were via our credit card platform.Whether the purchase was from a retailer, or via our credit card platform,proof of purchase is required. Please contact me for to provide additional information for consideration of a credit or refund.
  
  2. TERMINATION OF SERVICE
  Either party may terminate this Agreement at any time. Termination of this Agreement will result in the immediate termination of your Service which may be reactivated if you elect to do so. Each time you activate your Service or purchase a new Product you agree that you are consenting to the latest Tracfone Terms and Conditions of Service. Any Service which remains unused at the time of termination, including, promotional balances, cannot be refunded or transferred to another person.
  
  If further assistance is needed, you can contact me directly. Also, 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 TracFone Wireless.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** ********************************************* | *************** | Ext. ****

• Initial Complaint

  Date:08/15/2022

  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.

  I bought a total Wireless phone from a retail store called Dollar General and when I got the phone it had no sound and I have been calling back and forth I have had this phone only a week and can't activate cause it has no sound in it it never has I have been bounces back and forth from total Wireless to blu products customer service support and still Noone has helped me I talked with a representative from tracfone today and he wouldn't help and wouldn't transfer me fo supervisor I can get the phone activated because u can't hear you tube videos or games sound or anything there's no sound On the phone at all .

  Business Response

  Date: 08/23/2022

  Dear *******************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 16, 2022, regarding BBB Case number ******** complaint.
  
  ************ complaint states that she cannot hear any sound from her phone.
  
  We attempted to contact ************ via phone number ********** and e-mail ******************* on 8/17/2022, 8/18/2022, 8/19/2022 8/20/2022 and 8/23/2022, but we were unsuccessful. ************ failed to respond to our calls and e-mails.
  
  Upon review, that ************ phone does not produce any sounds. Therefore, we need to speak with ************ directly over the phone to perform technical troubleshooting accordingly.
  
  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 ********.
  
  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:08/15/2022

  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.

  I reached out to Total Wireless and asked what phones they supported for WiFi calling. They directed me to a ****** Pixel 6 which they sold. I purchased the phone and now they say they don't support WiFi calling. Every time i call for customer support, they will not let me speak to anyone else and those on the phones can not resolve the issue. I am paying for a mobile hotspot and wifi calling but neither work and their support team does not know how to fix the issue. They transfer me to a queue and never come back, i sat in the queue for 2 hours once or they say they will call back but never do. Per my contract with them, i am to get wifi calling and mobile hotspot but they provide neither. The phone has been checked on other carriers and both the hotspot and wifi calling work without issue.

  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 08/15/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that your WI-FI calling and Mobile Hotspot are not working.
  
  We reviewed your account information and both features are connected properly.
  
  We have attempted to contact you multiple times via phone at ************ and email message was sent to ***************** on 8/17/2022, 8/18/2022, 8/19/2022, 8/21/2022 and 8/24/2022; even though you reply to our emails providing more details of your complaint but, we were not able to speak with you as you failed to respond to our calls.
  
  It is necessary to talk to you to troubleshoot your device.
  
  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.
  
  

• Initial Complaint

  Date:08/15/2022

  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 an order on July 14th from Total wireless website, the order number is ********. Unfortunately total wireless can't fulfill the order and cancelled my order on July 19th. The total amount is $121.36. I have been waiting for the refund until now and contacted their customer service couple times, no refund at all. Their customer service seems know nothing and hang up on me all the time.

  Business Response

  Date: 08/24/2022

  ear *************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 15, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you are having issues to receive the refund for an order that you placed and it got cancelled.
  
  We have contacted you on 08/24/2022 to the phone number ************; and we were able to confirm with you that you have already received the refund for $121.36 with the reference number 1261303044.
  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 1261047667. 
  Based upon the foregoing, we will close this matter unless we hear from you.  

  
  Thank you for choosing Total  Wireless.          

  
  

• Initial Complaint

  Date:08/15/2022

  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.

  ITS ABOUT THEM USING MY EMAIL ADDRESS AND THE SERVICE IM PAYING FOR THEY USING MY PHONE AND MY EMAIL ADDRESS AND SIM SWITCH AND USING MY PERSONAL INFORMATION TO CRIMINAL ACTIVITY AND I WOULD LIKE TO THEM TO PAY ME BACK FOR TWO PHONE ONE ***** DOLLARS AND THE OTHER 150 DOLLARS I WANT A REFUND BECAUSE THEY ARE DOING BAD THINGS TO MY ACCOUNT WITH MY PERSONAL INFORMATION AND SAYING THERE NOT BUT THEY ARE LETTING PEOPLE PRETENDING TO ME AND GETTING INTO MY ACCOUNT AND LOCKING OUT OF MY ACCOUNT. ************************

  Business Response

  Date: 08/17/2022

  Dear *******************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 15, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you are having issues to receive a refund for two phones that you have with TW for a total of $210, as you stated that you are having issues with the security on the account.
  
  We have contacted you on 08/17/2022 to the phone number ************; and we were not able to provide you with a proper resolution, as in every attempt that we did to contact you, you hung up the call on us, for a total of three times being hung **. ** addition, we did not find the information about the two phones in concern, but we understand that you dont need the assistance anymore.
  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 1261039185. 
  Based upon the foregoing, we will close this matter unless we hear from you.  
  Thank you for choosing Total Wireless.          
  

• Initial Complaint

  Date:08/13/2022

  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 purchased tracfone plan for $17.86... 7/16/22 ... I never received any service for that purchase after 10 hours of me on the phone trying to resolve. Tracfone says they can't extend service and they cannot refund me $17.86. ALSO ...I purchased tracfone plan for $27.97... 7/31/22 ... I never received any service for that purchase after 15 hours of me on the phone trying to resolve. Tracfone says they can't extend service and they cannot refund me $27.97.TRACFONE STOLE MY MONEY

  Business Response

  Date: 08/22/2022

  Dear ***************************:
  
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated Aug 13, 2022, regarding BBB Case number # ******** complaint.
  
  Your complaint states about getting a refund for the plan that you added on your phone, as you were not able to use the service.
  
  We checked your account; we were able to find that the service is active, but is not connecting properly to the network.
  
  We have contacted you on 08/20/2022 via phone ************, we were glad to know that the refund was successfully processed for a total of $27.97.
  
  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 Ticket Number 1261043617. 
  Based upon the foregoing, we will close this matter unless we hear from you.  
  Thank you for choosing Tracfone Wireless.
  
  Sincerely,
  
  
  Tracfone Wireless ****

• Initial Complaint

  Date:08/13/2022

  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 purchased an iPhone 11 64GB and $25 plan with Total Wireless on July 14th, 2022 for $121.36 (including tax). I received a confirmation email for my order. However, the iPhone was never shipped instead a week or so later I received an email with cancellation notice stating that the item is out of stock. Despite the item being back in stock 1-2 weeks later, Total Wireless still did not ship my phone and plan. Instead, they charged me $121.36 for an order that cancelled and did not ship out. When I reached out to Total Wireless the customer rep did not provide help instead told me someone will call me back but no one ever called me. I tried reaching out to them through email but I never received any response from them.

  Business Response

  Date: 08/23/2022

  
  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 13, 2022, regarding BBB Case number ******** complaint.  
          
  *************************** complaint states that he ordered an iPhone 11 64GB and $25 plan with Total Wireless on July 14th, 2022 for $121.36. **************** received a confirmation for his order. However, the iPhone was never shipped instead a week or so later he received an email with cancellation notice stating that the item was out of stock. The customer was asking a refund for a ********************** charge of $121.36.
  
  Ms. *************************** was contacted multiple times via phone ********** and e-mail **************** on 08/17/2022, 08/18/2022, 08/19/2022, 08/22/2022 and 08/23/2022 but we were unsuccessful and he has failed to respond to our calls and e-mails.
  
  Upon review, we were not able to get any information since theres no order number that we can check.
  
  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 case Id ********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless.
  
                                                                                                                                                                        
  Sincerely,
  
  
  Executive Resolution Department
  
  

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/8/2022- Purchased new phone and refill card for total wireless account. I broke the device that I had, which is reason for purchasing a new phone. I contacted customer service to have my number transferred to the new device and to add time to my account. I gave the representative my number, the **** number of new phone, and the refill card pin. My online ********************** account shows my number, the new phones **** number, as if it was active. But it says inactive. Total wireless has disconnected the call every time, stated that they would return my call and have not once. I have asked to speak to a superviser numerous times and they refuse to transfer the call. They have not resolved my issue and I would like to have my phone active after purchasing everything needed and giving them all of the information. I also have representatives employee id numbers, if needed.

  Business Response

  Date: 08/17/2022

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 12, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you are having issues to receive the service and phone number from a previous phone that you had to the new one that you purchased.
  
  We have contacted you on 08/17/2022 to the phone number ************; and the resolution provided was to retrieve the service plan that you had active before and an extra as a compensation, with the reference number **********. We validated with you that the service for calls, texts and data were working properly.
  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 1261048019. 
  Based upon the foregoing, we will close this matter unless we hear from you.  
  Thank you for choosing Total Wireless.          
  

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a cell phone and wireless plan and had the service for over a year. I was advised that the devise would be carrier locked for one year and after one year I could have the device unlocked to use with other carriers. I attempted to have the carrier unlocked in 2020 and was advised I would have to wait one more year. It is now well past 1 year requirement and the carrier will not unlock the device unless I pay $300 or activate new service. I paid for the phone upfront and fulfilled the carrier requirements. I would like to use my property freely. Several calls to the carrier and was hung up on several times

  Business Response

  Date: 08/18/2022

  Dear ***************************:
  
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated Aug 12, 2022, regarding BBB Case number # ******** complaint.
  
  Your complaint states about getting your device unlocked.
  
  After further investigation; we were able to find that the device can be unlocked for a fee of $300, as device does not meet the requirements to unlock it for free.
  
  We have contacted you on 08/18/2022 via phone ************,  we informed you that the device is eligible for free unlocking after 12 months of paid and active service; however, it can be unlocked for a fee of $300. Unfortunately, you were not agree with the process and decided not to continue with the assistance, due to the information provided.
  
  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 Ticket Number 1261052345. 
  Based upon the foregoing, we will close this matter unless we hear from you.  
  Thank you for choosing Total Wireless.
  
  Sincerely,
  
  
   Tracfone Wireless ****