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:08/11/2022

  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.

  Bought a phone from the vendor. The money has been paid out, and have a receipt of the money being removed from my banking account. Tuesday I called to ask about order. Was told after much wrangling that the warehouse would be shipping it the next day. Called back Wednesday and talked to three levels of supervisors. They acknowledge that they have received my money, but will not tell me about my order. Asked to cancel the order and was told I couldn't before I received the order. You can see the catch 22. Told them of that catch 22 and they hanged up on me after 46 minutes on the phone. My bank will pursue reimbursement, but not until the middle of September.

  Business Response

  Date: 08/15/2022

  Dear *****************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 11, 2022 regarding BBB Case number 17705321complaint.  
  
  ****************** complaint states that he bought a phone from the vendor and the money has been paid out with receipt of the money taking out from his banking account. He has been calling since then to checked the status of the shipment. However, it reaches to the point that he wanted to cancel the order and get refund.
  
  We spoke to ****************** on 8/13/2022 at ************ and he provided us an Order Id ********. 
  
  Our records show that ****************** Order Id ******** still Processing since 8/6/2022. In addition, we also found that the payment was successfully processed on the same date with a Merchant Reference Number: B2C2022080636415873. Due this matter, informed him that we dont have way to cancel the order and process refund since the status still processing in Total Wireless website. If ever the status changes to cancel; automatically, he will get a refund. If not, then he will receive the item in the mail. 
  
  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 1260841257.
  
  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: 08/15/2022

   
  Complaint: 17705321
  
  I am rejecting this response because:

  I have talked to numerous levels of customer service and not one will tell me why it is still processing, how long it will be processing or why it is taking so long to process. Processing is not a indefinite procedure. I am not given any time frame, so supposedly they expect me to wait indefinitely. My service runs out on the 27th of August so I would be without a phone unless I purchase from another carrier which will make their phone unless. This has been unexceptable service.
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/23/2022

  Dear *****************************,
  
  We have received and reviewed your Better Business Bureau complaint. We would like to apologize for the inconvenience you have experienced with our services. Many attempts have been made but unsuccessful in reaching you. 
  
  ********************************* based on the information provided your order has been shipped to you via *** with tracking number 1ZY902R60212526123 on August 23, 2022 concerning order number 98286097.
  
  For any questions you may reach me directly. Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Total Wireless
  
  Sincerely,
  
  
  *************************
  Total Wireless, Inc.
  BBB Specialist 

• Initial Complaint

  Date:08/11/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My daughter's phone was glitching the touch sensor was going out I called total Wireless and spoke to a supervisor and she told me there was warranty on the phone and guarantee me there was a warranty that she uploaded it to the to the account and she will email it to me and then I would get a phone call to go to ******* to get the new phone by warranty nothing it was promised and guarantee

  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 08/11/2022, regarding BBB Case number ******** complaint.
  Your complaint states that your daughters phone was glitching the touch sensor and you were told that we can replace the phone using the warranty. The never sent you any information about the warranty or how to use it and the phone is still with you not working properly.
  We spoke with you on 8/16/2022 to the contact number ************ and we created the case #********** to use the warranty on the account and exchange the phone. We explained to you that you need to send the phone to us and once we receive it, we will send the replacement device. Also we sent the air bill information via email for you to send the phone through **** Remember that the process may takes **** business days to get completed.
  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 ******* or **********.
  Based upon the foregoing, we will close this case as a resolution was provided.
  Thank you for choosing Total Wireless.          
  

• Initial Complaint

  Date:08/09/2022

  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 can't get my account number from ******************** so I can switch carriers. I have access to my phone, email, app, and account on the website; I can come to an office and show my ID, I talked multiple times with their representatives, but none of this can help me to get it! I just want to restore my account number! It was supposed to be the **** of the very first phone, but I had several phones with them, and "that one" is broken and lost a long time ago.My business is tied to this phone number, and I'm so disappointed if I would need to change it!

  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 9, 2022, regarding BBB Case number ******** complaint.  
          
  ******************************* complaint states that he was asking for his Total Wireless account number so that he can switch carriers. He had already talked multiple times with representatives but it was still unsuccessful.
  
  We spoke with ******************** on August 22, 2022 PM EST at **********. He informed that his phone number was already ported out from Total Wireless and it is already working with his new service provider. We have also checked from our records that his phone number was ported out on August 16, 2022 with reference ticket # **********.
  
  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 1260789085.
  
  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:08/07/2022

  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.

  Our prepaid service with automatic payment has been turned off because our credit card expires at the end of the month. This despite our having a $150 credit buying two apple phones. We have made numerous calls every month to try to have our credit applied to our bill. We purchased the phones in April. Order number is ********. Countless hours have been spent on phones calls. The representatives will not escalate to supervisors and we are often hung up on or transferred needlessly. All we want is our service restored and the credit we are due applied.

  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 7, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. ******************* complaint states that states that the $150 worth of service plan on each phone were not credited as based on Order # ********. He had already spent hours working on to resolve the issue but it was still unsuccessful. He would to have his phone service restored and add the corresponding service plans to each phone.
  
  We spoke with **************** on August 11, 2022 at **********. We have checked from the account on each phone that the free service plans were already on the reserved on each phones. The account is currently on Auto-pay and we informed him that we need to temporarily cancel the Auto-pay until all reserved plans will be added. He had refused to cancel the Auto-refill and has requested for a refund instead for the free service plans. He also requested a callback on this matter. We attempted to reach **************** multiple times via phone at ********** and ********** on August 10, 2022 03:14 PM EST, August 11, 2022 06:16 PM EST, August 12, 2022 04:07 PM EST, August 18, 2022 04:14 PM EST and August 22, 2022 04:47 PM EST. However, we were unable to speak with him.
  
  If Mr. ******************* should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST. 
  
  Please refer to email reference number ******* or Ticket Number 1260647647.
  
  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:08/06/2022

  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.

  There phone has worked fine until now it keeps losing service wont connect to internet. I bought a phone before from them and it did this same thing after the year to where it could be unlocked. After that year the phone acts up to where you have to buy a new one. It seems to appear that they purposely do this to make you buy a new phone every year.

  Business Response

  Date: 08/10/2022

  Dear *******************************:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/6/2022, regarding BBB Case number ******** complaint.
   
  Mr. ********** complaint states that he is having issue with the service. His phone keeps on losing service and will not connect to the internet. He decided to get a refund for his phone.
   
  We spoke with ********************** today, August 10, 2022, 2:35 PM EST at ************. We told him that we he is not eligible for a refund. He decided to unlock the phone instead so that he can take it to another service provider however, the system show that he is not eligible for a free unlocking. He needs to pay the unlocking fee of $25 plus tax. He refuses to pay the unlocking fee. As per Total Wireless terms and conditions:
   
  Total Wireless will automatically unlock the device when it becomes eligible for unlocking.
  For all Apple devices activated with Total Wireless prior to November 23, 2021, the device will be automatically unlocked after twelve (12) months of active Total Wireless service.
  For Apple devices activated with new Total Wireless service on the ******* network on or after November 23, 2021, the device will be automatically unlocked sixty (60) days after activation in the absence of an indication of fraud.
   
   
  On the other hand, our records show that Mr. ********** account is active in our billing system and phone usage records indicating that the phone is being used and the device in complaint was confirmed compatible with the current network standard or VoLTE (Voice over LTE) compatible.
   
   
  If ********************** should still require assistance, he can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 9:00 PM EST.
   
  Please refer to Ticket Number 1260643853.
   
  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:08/05/2022

  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.

  It has come to my attention after trying to resolve an issue with signal strength while at home, TW does not care if I have a signal or not. Not only were they unable to fix the problem they are unable to explain what the problem is or how to resolve it. This all seemed to happen around the same time the 5G upgrade started. At the very least they should be able to verify if my phone is compatible with the new upgrade and if not how to make it compatible. It is also very obvious the technical support's first language is not English. At time they are very hard to understand. Simple common sense steps are not taken and they are given the impression they don't know what they are doing or they are simply not trained for the position.

  Business Response

  Date: 08/19/2022

  Dear ***************
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/05/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that your phone stopped working due to the ******* migration.
  
  After investigation, we found that we have already sent a new SIM card that is compatible with the new upgraded network; however, we verified that you have not been able to use the phone with it.
   We have attempted to reach you multiple times via phone ************ and via email **************** on 08/10/2022, 08/11/2022, 08/12/2022, 08/16/2022 and 08/19/2022; However, we Were unable to speak with you and you failed to respond to our calls and emails.
  If you still require assistance, you can contact ************** enter PIN ****. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM Est.
  Please refer to email reference number ******* or **********.
  Based upon the foregoing, we will close this matter unless we hear from you.
  
  Thank you for choosing Total Wireless.          
  

  Customer Answer

  Date: 08/22/2022

   
  Complaint: 17678805
  
  I am rejecting this response because: I'm not happy with the result due to uneducated technicians and the lack of options to fix my concerns. I should not have to figure out my own problems and how to fix them because people who are supposed to be trained for this are not capable of dealing with problems they consider out of the norm. There should also be local technicians available to physically check out the area to confirm exactly what the problem is if and when concerns are not fixed with a simple phone call.
  
  Sincerely,
  
  M ******

  Business Response

  Date: 08/30/2022

  Dear **************,
  
  
  This is in response your rebuttal 08/23/2022 regarding your Better Business Bureau complaint.
  
  
  We apologize for the inconvenience. Research indicates that ticket the account is updated and provisioned. We will need to perform further troubleshooting to access the issue.
  We tried to reach you at ************ regarding this matter but were unsuccessful
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Tracfone Wireless to service your cellular needs.
  For immediate assistance please dial *********** ext .1029
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  ************************************************** 33178
  Office : ***********************
  ********************************************
  Freda501107

  Customer Answer

  Date: 09/01/2022

   
  Complaint: 17678805
  
  I am rejecting this response because: Other than not being able to use my phone at home, it has also been explained to me that the signal my carrier indirectly uses from ******* Towers is what is left over after ******* customers have used what they need. We are always going to be left the crumbs to use for our service because we are indirect customers using ******* Towers. Another thing I found out it there is only one tower to service the county where I live. It is about ******************** Based on the location this may be part of the problem. It is also not my responsibility to take care of. 
  
  Sincerely,
  
  M ******

  Business Response

  Date: 09/13/2022

  Dear **************,
  
  This is in response your rebuttal 09/01/2022 regarding your Better Business Bureau complaint.
  
  
  Unfortunately we can not guarantee coverage everywhere it is based on the towers. Please refer to the terms and conditions on the website at tracone.com. Terms and conditions are as follow: You will find coverage maps on our website. These maps are for general informational purposes only and depict the general coverage area of Tracfone. Tracfone does not guarantee coverage or Service availability and the coverage maps are not a guarantee of coverage. Coverage is not available everywhere. The coverage maps display only the predicted and approximate optimal wireless coverage, while outdoors, of the network on which your phone *** be activated including, the coverage area of the networks roaming partners, if applicable. The coverage areas shown do not guarantee service availability and *** include locations with limited or no coverage. Within coverage areas, there *** be significant limitations or interruptions in coverage that *** impact Service and result in dropped and blocked connections, slower data speeds, no data connectivity, and call interference. This could occur due to many factors including, but not limited to, your device, network changes, network traffic volume, network prioritization, network outages, technical limitations, signal strength, the terrain and your proximity to buildings, foliage and other obstructions,weather and other conditions. You will not be able to operate your phone or make 911 calls if service is not available. Some features on your device *** not operate when roaming on the network of a network roaming partner. If you travel outside of your coverage area, your phone will not work. The coverage depicted on the Tracfones coverage maps is based on the information provided by other carriers and public sources and we cannot guarantee their accuracy.Coverage maps for your network *** also vary based on your home location so please refer to our website for the most up-to-date coverage map applicable to your device and geographic area. Your coverage will also vary based upon the Tracfone plan you select. Tracfone is not responsible for any Service outages,interruptions in service or decline in the quality of service regardless of the cause.
  My hours of operation are Monday through Friday from 9:00 AM to 6:00 PM EST.
  Thank you for choosing Tracfone Wireless to service your cellular needs.
  For immediate assistance please dial *********** ext .1029
  
  
  ***************************
  Executive Resolution Specialist
  TracFone Wireless, Inc.
  9700 ************** *****, ** 33178
  Office : ***********************
  ********************************************
  Freda501107

• Initial Complaint

  Date:08/05/2022

  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.

  Heres the letter I sent them with details below.Im writing this to explain and help you understand my frustration and why im to the point of taking the next step as I see I have exhausted all other options. Several months possibly more than a year ago I was accepted for the *** Broadband plan for discounted or free phone service up to $30.00. I am also purchasing a phone through smart pay program. Since day one it has been a nightmare to say the least thats left me wanting to seek legal counsel in what I imagine would be a very large Class action lawsuit. Since day one, every month I have to call when my plan runs out. I have documented all the hours I ***** been on the phone with your company (total wireless) every month. Also the hours I went without service due to your incompetence or under trained staff who doesnt seem to ***** a clue what their doing. It started off bad the first month and has progressively gotten worse. I use my phone and am dependant on my phone to make a living. I do shopping trips, and when my phone is down not only does it leave with nothing in case of an emergency, i can do anything. What im getting at is enough is enough. I have logged over 15 hours, yes you read that right! 15 hours on the phone with you, have been transferred to over 27 times to different agents, and have been hung up on during transfers a total of 11 times. 15 hours!!!! And total wages lost to your negligence far more proceeds that. I have not been available due to no phone for work a total of **** hours. Now I dont know about you, but that is crazy! You figure at about ***** an hour. Do that math! All because your staff and employees and do their jobs. Also, the federal government has allotted you those tax payer dollars as a relief and payment towards the *** plan to help families who cant afford it at this time. Your noty using properly. I feel I deserve to be comped with free new phone, year of service, or money.

  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 August 05, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you qualified for the *** benefit for more than a year ago and you are not receiving the benefits automatically, you also stated that you have to call every month to customer service to get the service. 
   We checked the account when we received your complaint and we found *** benefit was not attached to your account yet; we sent a request to our escalation department and the benefit has been successfully assigned to your account on 08/18/2022 and the service has been successfully added too.
   We have attempted to reach you on 08/18/2022 via phone ********** without success, therefore we sent to you an email to ********************* in which you were educated that the *** benefit has been successfully attached to your account and also that we added 2 months of free service for the inconvenience.  You can refer to tickets # ********** and **********.
   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 1260647905.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Total Wireless.
  
  Sincerely,

  Dear *******************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 05, 2022, regarding BBB case # ******** complaint.
  Your complaint states that you qualified for the *** benefit for more than a year ago and you are not receiving the benefits automatically, you also stated that you have to call every month to customer service to get the service. 
   We checked the account when we received your complaint and we found *** benefit was not attached to your account yet; we sent a request to our escalation department and the benefit has been successfully assigned to your account on 08/18/2022 and the service has been successfully added too.
   We have attempted to reach you on 08/18/2022 via phone ********** without success, therefore we sent to you an email to ********************* in which you were educated that the *** benefit has been successfully attached to your account and also that we added 2 months of free service for the inconvenience.  You can refer to tickets # ********** and **********.
   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 1260647905.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Total Wireless.
  
  Sincerely,

  Executive Resolution

  
  

• Initial Complaint

  Date:08/02/2022

  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 qualified for $30 off per month on my phone ****. The agent I spoke with said he added the discount and was going to charge me $55 but when I looked at my bank account he had charged me $92. I have been told twice by the people in their refund department that I would receive a refund within 3-5 business days. It has been 30 and no one in their refund department can track the refund until it goes in my account. They are lying. They owe me $37 and now money for all the time I'm wasting talking to their uneducated customer service **** for hours and hours. please have them refund me

  Business Response

  Date: 08/10/2022

  Dear *********************************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/02/2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint stated that she is qualified for the $30 discount purchase of every plan. She noticed to his account that it was not getting the discount she called us and get no help since they cannot refund him.
   
    We spoke to the ******* today August 10, 2022 11:26 PM EST at **********. As per conversation we ask for the account that was charge to the account and it was showing the charge made last month. We educate the customer that we need to escalate the charge since it was not enrolled to the program as you transfer to Total Wireless. ******* stated also that she purchased a plan to the store since they are not taking the discount when she added service. ******* start using speaks abusive language we do warning him and as we educated that there will no discount for the plan that was purchase to the store ******* use again abusive language and then she hangs up to the line.
   
  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 kana *******or Ticket Number 1260634646.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless 
   
                                                                                                                                                                         
  Sincerely 
  Executive Resolution Department 

  Customer Answer

  Date: 08/10/2022

   
  Complaint: 17659877
  
  I am rejecting this response because the representative kept saying the same exact things that all the other reps said. Unfortunately they cant help me. I was getting so mad I had to hang up.  Someone in their department switched my phone to straight talk so now not only are they ripping me off, refusing payments from my phone and declining to help, they have messed up my phone connectivity.  Im not willing to waste anymore time. Ive already spent approximately 20 hours on the phone trying to get this resolved!!!  Then they call and say they unfortunately cant help..???!!! No, this HAS NOT been resolved!! They cant even speak English!! He called me a him.. how many Jessicas sound like a man?  Im frustrated beyond belief and am actively looking for another cell phone company.  This is the worst experience Ive ever had with a cell phone carrier.. 
  
  
  *********************************

• Initial Complaint

  Date:08/02/2022

  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.

  Total Wireless has refused to unlock my iPhone XR despite their stated unlocking policy. I purchased the iPhone XR from them in July 2021 and kept active service with them for over 12 months. Their policy is to automatically unlock the phone following this period. Instead, I called and requested manual unlocking since it was still locked. While admitting that it should have been unlocked, they have not taken action for over 3 business days to resolve the issue.

  Business Response

  Date: 08/15/2022

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/02/2022, regarding BBB Case number ******** complaint.  
          
  **************** complaint states that he requested to unlocked his device from ********************; however, his request was not processed and did receive any resolution for over three business days.
  
  We have attempted to contact **************** multiple times via call at **********, and e-mail ******************* on 08/08/2022, 08/092022, 08/10/2022, 08/11/2022, and on 08/15/2022. However, he was unable to respond to our calls and e-mails.
  
  Upon reviewed, our record shows that we were able to process **************** request to unlock his device on 07/29/2022 with ticket # **********; however, it may take about 2 business days to complete his request as per unlocking process. Thus, our system indicates that the phone is now completely unlocked.
  
  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 1260920246.
  
  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:08/01/2022

  Type:Customer Service 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 have been having issues with this phone company for the last few weeks of July and when I finally called in to get help no one returned my call after I told them my complaint and they told me they would call back to help and never called back so now I am calling to speak with a manager because today is Monday and they refuse to let me speak to a manager and will not give credit for this crappy service that is not working

  Business Response

  Date: 08/10/2022

  Dear ***** B, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 8/01/2022, regarding BBB Case number ******** complaint.  
          
  Ms. ***** stated that she encountered error to his device service last month of July. She requested to talk to a manager, but she is being refuse. She just wants to get a compensation from service that was not working to his account after adding a service.
   
    We spoke to ***** today August 9, 2022 4:55 PM EST at **********.  As per conversation ***** is complaining to her service that was not working last few weeks and she stated that representatives are not able to transfer the call to manager as she is wanting to talk with a manager. We make an apologize for what happen and asking if the phone is still encountered error. ***** tells that it is still encountering error it will take him to dial 5 times to get the call work and also it will be having no signal at the top of the phone. The device was working correctly and no need to troubleshoot ***** is asking for compensation of the days she have lost for the program. It was verified and we do compensation with reference *** **********. The issue is now resolved as we do compensation and the phone service is now working.
  
  If Ms. ***** B 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 kana ******* or Ticket Number 1260509387.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Tracfone Wireless 
   
                                                                                                                                                                         
  Sincerely,

  
  Executive Resolution Department

  Customer Answer

  Date: 08/10/2022

   
  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,
  
  ***** B