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Business Profile

Cell Phones

Total Wireless

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Cell Phones.

Complaints

Customer Complaints Summary

  • 19 total complaints in the last 3 years.
  • 12 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/20/2025

    Type:Product Issues
    Status:
    Unanswered
    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 was charging my credit card when i had cancelled their service. They refunded approx 5-6 months to my credit card where the original charge was. I was told the other portion 300 would be refunded by check and I would receive it with in 30 days However I never received it. I contacted Total Wireless a number of times. I was told i would receive it by Friday or Saturday but never received it. I called Total wireless this evening and got nowhere. They could not provide with any help or find someone that could help. My original BBB Case number is ********.

  • Initial Complaint

    Date:02/28/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 had purchased a phone plan & new phone with this provider. Later that day, the phone did not work properly & I returned it to the store. I was told I would not be billed for the phone plan later after I had returned the phone. I was lied to & was still billed for the plan. I called the provider's customer support team & explained I had returned the phone & wanted the plan canceled. They told me it was now finally canceled. Once again, I was lied to and received another bill to my debit card. In total, I have been charged $360.43 The billing has occurred 12/30/2024, 02/02/2025, & 02/28/2025.

  • Initial Complaint

    Date:02/25/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased 2 apple 16 plus phones for my daughters for Christmas on 11/15/24. I called on Christmas to let them know I need an exchange on of the devices, that it was defective. I was told I would first have to purchase a new phone. They emailed me a return shipping label. They said once the phone was returned I would receive a refund. I shipped the the device on 12/26/24, tracking shows it was received on 1/2/25. Called to question where my refund was. I have been disconnected 3 times, transferred 4 times.

  • Initial Complaint

    Date:02/22/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I transferred my phone numbers to Total Wireless, They had a rate of 4 phones for 30 dollars per phone. Also they offered 50 percent off your plans for 5 years if you you bring your own phone. I was supposed to have payments of around 60 plus dollars. They are trying to tell me that first, I don't get the discount, second, I did not sign up for the same plans on all four phones which eliminates the deal, third my payments are not discounted Then they told me the way to get the discount was to sign up on the website NOT the phone number. When I signed up through the internet, I had a message I needed to call their number to complete the transaction. I had spent over 18 hours on the phone trying to transfer my numbers to them. I don't know what to do. I can't afford these payments.

  • Initial Complaint

    Date:02/21/2025

    Type:Order Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am submitting this formal complaint against Total wireless for refusing to honor my legal right to terminate my contract due to active-duty military deployment ********* an active-duty service member, I am protected under the Servicemembers Civil Relief Act (SCRA) (50 U.S.C. *********). This federal law grants military personnel the right to cancel service contractsincluding phone contractswithout penalty when they receive deployment orders that prevent them from using the service. Specifically, 50 U.S.C. 3956 states that a service member may terminate a contract for telecommunications service when:1.They receive military orders for deployment outside the continental ************* for at least 90 days.2.They are relocating to a location where the service provider does not offer coverage. However, the company has refused to cancel my contract, which constitutes a direct violation of my rights under the *****I request that the company:Immediately terminate my contract without penalty, as required by federal law.Issue a refund for any wrongful charges or fees imposed after my termination request.Acknowledge their failure to comply with the **** and ensure that other service members are not subjected to the same treatment.If this matter is not resolved promptly, I will escalate my complaint by filing reports with the ************************************ (****), the ********************************* (***), and my state ************************* Additionally, I am prepared to seek legal action to enforce my rights under the SCRA.I appreciate your prompt attention to this matter and look forward to a formal response

  • Initial Complaint

    Date:02/19/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 had contacted total wireless I don't know a few days ago because my service had ended so I could change plans. They had a new $40 per month unlimited plan so that is the plan that I opted to change to. They're normal $40 a month plan I only had 15 GB of data okay when I use 15 gigabytes of data up I shut my data off. So I called them to get this straightened out and I get a rude guy that said I had the $40 a month 15 GB plan and I said no *** that is not what I chose I chose the $40 a month unlimited he said well you can do that next month when you renew your service I said no I already done that this month now they cut my dad off and he would only just argue with me I mean who wouldn't choose an unlimited plan over a 15 GB plan I mean that's common sense. I want the unlimited $40 a month plan and I think I should deserve a extra month of service for free I've had nothing but pure aggravation out of total wireless they're terrible

  • Initial Complaint

    Date:12/20/2024

    Type:Order Issues
    Status:
    Unanswered
    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.
    Signed up for the unlimited plan for my wife and I. Total wireless combined the accounts so the promotion didn't automatically apply. They separated them so the monthly pricing is now correct, but they are not displaying the correct ******* promotion on my wife's line. Despite many attempts to correct this they are not correcting it. I am looking for this to be fixed and compensated for the hours of time I've spent on the phone trying to correct it

  • Initial Complaint

    Date:10/17/2024

    Type:Product Issues
    Status:
    Unanswered
    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 phone service on the 10/7/24 . My mobile data has not worked at all....I've called customer service over a half a dozen times and none of then could fix the problem. So seeing that I mostly use my phone for solely for internet purposes...the phone is useless to me without it. The last time I called customer service and they could not fix the problem I asked to be transferred to a manager who could refund my money because as I said without internet the phone is useless to me. She said that a manager wasn't in at the moment who could do that for me. (2:30 pm Thursday October 17, 2024). So I asked her repeatedly when the manager would be in so I could speak to them... all the while she tried to talk over me....Then she finally said she could not tell me when a manager would be in so I could speak to them about my issue. This is ridiculous. This is supposed to be a large company and to be treated this way is wrong. There should be a supervisor available during regular customer service hours. I bought my phone service with a debit card so I have receipt of purchase and one the customer service agents I spoke to said when they looked up my account they could see that I haven't been using data...so I haven't been able to use the product I purchased so I dont see what the problem is with giving me a refund considering I've done everything in my power to help solve the issue.

  • Initial Complaint

    Date:09/13/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered 2 sim cards from Total Wireless along with the BYEBYETMOBILE plan which they claim to make the price to be 15$/line per month, i.e. total 30$/month, and they claim the rate will be valid for 5 years. The order id : ************** both the lines are activated and both the lines are successfully ported from TMOBILE, it is to our surprise that the payment for the next month is showing to be $55 per line ( they are showing showing it separately) instead of the $30 total (i.e. 15$ per line).This complete lying from Total Wirelesss and a complete fraud. None ** the helpline could help me fix this and it is a complete harassment calling them for hours and hours without any positive outcome.

  • Initial Complaint

    Date:08/06/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    They took $68 from me

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