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:07/30/2022

  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.

  The customer service representatives are all rude and can't answer questions about my account. My phone has not worked for the last three days so I asked for a refund on the airtime cards that I purchased. They told that don't give refund for airtime cards. Why do I have to pay for something and I can't use the service.

  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 July 31, 2022, regarding BBB case # ******** complaint.
  Your complaint states that your phone has not been working for the past 3 days and for that reason, you asked for a refund for the service you paid, but the refund request was denied.
  We were unable to check your Total Wireless account as you did not provided your complaint phone number or IMEI number of the phone.  We were unable to find records in our system by using your name, address or email.  This is important for us to provide the best resolution for you; therefore, we need to get contact with you to provide assistance.
  We have attempted to reach you multiple times via phone ********** and via email ************************ without success on 08/03/2022, 08/07/2022, 08/08/2022, 08/11/2022 and 08/13/2022, however, we were unable to speak with you and you have failed to respond to our calls and emails.
   If you still require assistance, you can contact an agent at ************************; hours of operation are from Monday to Sunday from 9:00 AM to 7:00 PM EST.
  Please refer to email reference number ******* or Ticket Number 1260212664.  Based upon the foregoing, we will close this matter unless we hear from you.  Thank you for choosing Total Wireless.
  
  Sincerely,

   

  Tracfone Wireless Inc.

• Initial Complaint

  Date:07/29/2022

  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 sent a phone back under warranty on June 10th 2022 and I know it was received and signed for on June 13th 2022. It is now June 29th ***** and I keep getting the run around over and over about my replacement phone being sent to me. I keep being told my phone will be here during this time and then during this time then during this time. Every time I call I get a different time. I called again on the 25th and was told I would get my phone within 3 to 5 business days. Knowing one has not been sent out bc I have checked with all the shippers I called back today. After hours of trying to get someone and being hung up on multiple times and chatting with someone that I am still not getting my phone bc it was never shipped out and its not in stock. This by the chat person and she then tells me lets get this escalated and I would receive a call back. I got my call back from a man who wasnt exactly the nicest nor informative person. He has me on hold for ****************************************************************************************************** "its all set". I asked "whats all set?. He just kept repeating it. Finally I asked "so is my phone shipped out or not?" He said "its all set". I asked if I could get a confirmation email sent to me to prove to me that I am getting my phone? He repeated an email address that I vaguely heard and I said no and he hung up on me sometime between the end of the email and my no. As to that I believe it was my husbands email. Not that matters but still it has all been going through my email. Needless still no email and still no phone. Total Wireless is keeping my phone and not refunding the money I paid for it nor replacing my phone. What the heck? I have tried to keep my cool but I am about too LOOSE MY COOL! Something needs to be done!

  Business Response

  Date: 08/08/2022

  
  Dear *****************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/30/2022, regarding BBB Case number ******** complaint.  
          
  Mr. ********** complaint states that he still did not receive his replacement phone after sending the defective one on 06/10/2022.
  
  We have spoken to ********************** on 8/8/2022, at **********. We have informed him that the replacement phone was already shipped and it will be delivered by *** on 8/9/2022.
  
  In reviewing, our record shows that Mr. ********** defective phone was tagged as retuned on 7/15/2022. However, a phone replacement was not processed due to limited stock for the exact phone model. Meanwhile, the phone model was already available on 8/4/2022 and we were able to update the ticket. The phone replacement has already been shipped through *** with TRACKING # 1Z7X28F00275688061.
  
  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 1260501722.
  
  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: 08/09/2022

   
  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:07/29/2022

  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.

  Our family had 3 lines with Total Wireless. Mine being ************. Our account was set up on auto draft. The payment for the month of July came out 7/18/22 for $91.28. Three days later on 7/21/22 we decided to add a 4th line. The rep I spoke to said that we would be able to add the 4th line and we would have to buy a 4 line plan and they would credit us for the $91.28 we just paid 3 days prior. For whatever reason the phone call ended and I lost all phone service all together. It was my understanding it was then that she canceled our service and was refunding the 3 line plan. After trying to figure out how to place a call back to the company I finally realized I could call 611. I called and spoke with another rep and she told me that I would have to speak with a supervisor to handle this. She set up a call for a supervisor to call me 10 minutes later. That rep from Total Wireless explained to me that we would go ahead and pay $107.33 for adding the 4th line plan and they would reimburse us the 3 line plan of $91.28 I had just purchased 3 days prior. She explained that I would have to wait 3 to 5 business days for the refund. After waiting a week for the refund and it not showing in our account I called Total Wireless on 7/28/22. The supervisor I spoke with said that there was no refund issued and there was no way to issue a refund. She said if the refund would have been issued before we added the new plan it could have been done and it wasn't done in that sequence. I explained to her our phones were turned off from the first phone call and it was my assumption that was when the refund for the 3 line plan was taking place? I contacted our bank and disputed the charges of $91.28 charged on 7/18/22. As we would have never added the 4th line plan 3 days later on 7/21/22 if we knew in advance we couldn't get a refund for the 3 line plan we had just paid for. Please refund our $91.28 so we only pay 1 time for the month of July & not twice. Thank you in advance..

  Business Response

  Date: 08/03/2022

  Dear ***********************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 29, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. Patricks complaint states that he was charge twice for the same month since he requested to upgrade his plan.
   
  We spoke with ****************** on 8/2/2022 at ************ and offered assistance, he confirmed during the conversation that he was able to receive the refund he requested.
   
  Upon review, ****************** s account is active and we found usage in all features indicating that service is working. As we checked the history of payment we found two transactions on the month of July 2022. We also found a refund initiated by one of our representative with merchant reference ID: ***********************. We asked the customer for other concern he would like to address, and he responded that everything is fine and no other issues. 
   
  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 1259949718.
   
  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:07/28/2022

  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 an iPhone 11 on the Total Wireless website on 7/23. I did not get any email confirmation yet I have been charged for the phone as it appears on my bank statement. I have called every day and they say the order doesnt exist. I am then transferred to 2 more people who also say the order doesnt exist. If this order supposedly is nonexistent then why did I get charged $329.24 for a phone I dont even have in my possession? At this point, I dont even want the phone anymore. I want a refund and to never do business with Total Wireless again. However, they also say I cant get a refund due to my order suddenly not existing. This is wrong and a scam. It is stealing money.

  Business Response

  Date: 08/15/2022

  ************ Metcalf:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 29, 2022, regarding BBB Case number ******** complaint.  
          
  ******************** complaint states that she wants refund for a phone that she ordered via Total Wireless website since she did not receive her order.
  
  We attempted to reach ********************** multiples times via phone ************ and e-mail ************************* on 8/03/2022, 8/10/2022, 8/11/2022, but we were unsuccessful, she has failed to respond to our calls. However, we received an e-mail response from her on 8/11/2022 with reference number *******. She mentioned that she called her bank and was told that the charge was been cancelled and it has been resolved already.
  
  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 1260204688.
  
  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:07/28/2022

  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.

  So on and off over the last few months I've had total wireless service. And during that time I've tried to port in a number. Every time I tried to port in a number I get disconnected from the current SIM card that my phone number was attached to you. They keep telling me that they need a phone number to call me back yet so I give them a valid phone number for them to call me back at period only they never call me back. The most unnerving part is is calling back and asking for a supervisor or someone else that can help me solve this problem and nobody ever does. When I go through the sole process over and over again they want me to buy a new service card, not a current one or look up the current one but they want me to buy a new one period in order for them to help me or quote UN quote advance forward. This continues to happen and this is not a way to solve business when you can call another cell phone provider they can immediately look it up by your e-mail address SIM card number or anything yet total wireless continues to not to be able to do that. And all we're looking for is simply a phone number that works right? But they are not able to do that and this has continued to happen for the last 6 to 8 months and they continue to think it's a joke in fact I'm pretty sure it's the same person that you get on the phone every time that's just doing something in a little different voice whether it be a male or a female person. The funny part is is that it continues to happen no matter how many times I do it properly I go online I call I follow every step there is along the way and it continues to get messed up every single time so that is telling me that there's some level of high form of fraud happening and I'm tired of it people need to know and this business needs to be stopped I don't care if it is part of ******* or tracfone enough is enough

  Business Response

  Date: 08/12/2022

  Dear ***************************:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 29, 2022, regarding BBB Case number ******** complaint.  
          
  **************** complaint states that he was trying to port in his number to Total Wireless for months already; however, he was always disconnected from the line when he tried to process it.
  
  We attempted to contact ************** multiple times via phone call through phone number **********; and e-mail ********************** on 08/04/2022, 08/05/2022, 08/08/2022, and on 08/11/2022. However, he was unable to respond to our calls and e-mails.
  
  Upon reviewing, we tried to assist ************** with his request to port in his number from ******** prepaid; however, the line was always disconnected because he was still using the number that he would like to activate with Total Wireless. Thus, we were able to complete the activation of the number on 8/5/2022 with ticket reference # **********. Account was already activated and there is a usage already that indicates that the service is already working.
  
  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 Ticket Number **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless

• Initial Complaint

  Date:07/28/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 20th I had removed the family plan from my service. Loaded 1 phone with a single service. Everything was fine till today when I had to call them and find out why couldnt add single line service to my other phone. They said cause it was on a family plan. So they fixed it and loaded a single service to it. Well when my husband comes home I find out they deactivated his phone. I keep getting this run around that I authorized it. No I didnt there was no family plan on that phone since I loaded and had service from July 20th-28th. I paid for 2 services and now they want me to pay for 1 service again.

  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 July 29, 2022, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that her service was deactivated without her permission, due to miscommunication. 
   
  We contacted ************ on 8/8/2022, 8/10/2022, 8/13/2022, 8/14/2022, and 8/18/2022 at ************; however, we were unsuccessful and no option to leave a voicemail message. We also sent e-mail for every unsuccessful call attempts, unfortunately we receive no response.
   
  Upon review, ************** account was already active, and we found usage on all features indicating that service was working. A replacement ticket with reference number ********** was created to resolve the issue, since the device was deactivated after being removed from the account as part of the troubleshooting step.
   
  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 1260515931.
   
  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:07/28/2022

  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 called a month ago to cancel my service. I was told by an agent that my service was cancelled and yet I continue to receive charges. I called in again to cancel and to get a refund for charges and was told that because I cannot recall the phone numbers I most frequently called (I gave them the numbers I most frequently call) they cannot cancel service and refund charges. At this point I'm stuck and will be charged every month for a phone service that I no longer use. I don't even care about the refund, I just want to cancel my service so I don't continue to get charges taken out of my social security money.

  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 July 28, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******** complaint states that she would like to cancel her service.
  
  ****************** has been contacted multiple times via ********** and e-mail ********************** on 8/2/2022, 8/3/2022, 8/4/2022, 8/5/2022 and 8/9/2022; however, we were unsuccessful and ****************** has failed to respond to our calls and e-mails. 
  
  Our records indicate that Ms. ******** account is enrolled in ****** Plan *** Talk/Txt/Data, with 10GB for Mobile Hotspot, 50GB cloud storage and Unlimited ILD to ****** and ******.
  
  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 1260160081.
  
  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: 08/10/2022

   
  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.
  
  *************************************************

• Initial Complaint

  Date:07/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a card from Target to activate my granddaughters phone but the scratch off numbers were damaged and I couldnt read them. Ive contacted Total Wireless multiple times but they keep sending me to another person where the calls hangs up. Ive tried several times with no success. Now Im out $35 which Target would not refund me because the card says non refundable. Total Wireless never gets me to right person they hang up. Ive tried to scratch to see if I could read better but no such luck

  Business Response

  Date: 08/02/2022

  Dear ***********, ********
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 07/28/2022, regarding BBB Case number ******** complaint. 
  
  Your complaint states that the airtime card you purchased was defective and after contacting ******************** Team we did not provided you with the required assistance on your concern.    
  
  We have contacted you on 08/01/2022 and confirmed that the airtime card you purchased was not used; therefore we successfully added the airtime to the phone number ************ with the Case # ********** that was created.
  
  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 1260113325.

  
  Based upon the foregoing, we will close this matter unless we hear from you.

  
  Thank you for choosing Total Wireless.