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Business Profile

Cell Phones

Total Wireless

This business is NOT BBB Accredited.

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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:08/03/2024

    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.
    I have an account with ******************** that was enrolled in auto-pay. My monthly payment date is the 27th. This company pulled the normal payment amount ($34.68) from my account on July 27th. No problem. They then pulled the same amount again on July 28th. I called, and they assured me that this was a system-wide glitch that they have resolved. They refunded my money (immediately) and said it would not happen again. They then pulled the same amount AGAIN on July 29th. I unenrolled from the auto-pay since this had clearly not been fixed, and called again. They told me they refunded my money. The second refund for the 29th payment has never came. It is not even reflected in my total wireless payment history like the other one is. Every time I call, they tell me they are waiting on it to be approved. The last representative told me to wait 3-5 business days. Well, yesterday was the 5th business day. And nothing. I am tired of getting the runaround from these people. They stole my money, and are refusing to give it back. Please help.

  • Initial Complaint

    Date:07/23/2024

    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.
    No permission to take a payment and it says it auto pay. And I don't have. An account with them

  • Initial Complaint

    Date:05/28/2024

    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.
    So I called and asked total wireless to separate my daughters account from mine so she could pay her bill through her own account. They then shut off her phone and cannot reinstate it. I have called the at least 10 times today and they have no records of her account. The representatives were very rude and unhelpful. They told me to buy a pin card so I did. It still did not resolve the issue. They then told me I need a sim card. I couldn't find one but found her old one. They told me now that they cannot activate it because the security pin is not there which they deleted.

  • Initial Complaint

    Date:04/25/2024

    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.
    We upgraded a phone and had to have it put on its own line. We are still being charged for the old line plus new line for last two months. E want a refund but the company is being problematic. My wife is on the phone right now and they pushing buttons on phone so they can't hear her

  • Initial Complaint

    Date:04/17/2024

    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.
    4-17-24 total wireless messed my phone up and locked it out I called numerous times and was told to talk to ******* wireless to get it fixed well back and forth we went the last call I asked a total wireless manager if he would replace the phone free of charge if I called ******* and went through the same issues he said he would also said I could record him so I have a recording of this conversation so then I called back and they hung up on me multiple times finally talked to an employee who said I was lied to and they wouldnt cover it so I asked her to send a note to the higher managers and she said she would I gave her my number and she said she had it I asked her to repeat it she said it was against her policy I could read it back to her so I gave her a different number and she replied that was the number I had given her once again I was lied to please take this seriously the are taking money from people and not doing there job or taking responsibility for their actions (can email video recording of the call)

  • Initial Complaint

    Date:02/03/2024

    Type:Customer Service Issues
    Status:
    Unresolved
    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.
    *** 2023 this company had still took out the said amount of ***** for a year even though they discontinued the service on their own. i was paying for a phone i couldnt use. This should of stopped on the date they shut phone off. i am enclosing paper from my bank with the said amounts..i also contacted company serveral time s in january 24 and they still will not respond back. i no longer have the phone or information on this but the amounts still keep coming out of my bank acct . that is theft

    Business Response

    Date: 03/08/2024

    To whom it may concern; 

    I would like to dispute the complaint. 


     The complainant is stating that she has been charged for over a year for services that were cancelled. I believe this customer has selected the incorrect location, we have not been open for a year and we do not do any monthly automated payments. If the customer has ever signed up with ******* services all payments are deducted  directly from the ******* corporation and not a store level. This is a matter that should be disputed with them directly.

    Kinds Regards 

    Customer Answer

    Date: 03/08/2024

     
    Complaint: 21241452

    I am rejecting this response because: this is the contact information my bank gave me along with phone number for this deduction 

    Sincerely,

    *************************************

  • Initial Complaint

    Date:01/04/2024

    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.
    Paid for three lines. only two lines are active ************ has no service. call customer support on phone for an hour. Still no service

  • Initial Complaint

    Date:08/13/2023

    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 have been a customer of ******************** for many years. But recently I have been getting disconnected. I have had to call to trouble shoot multiple times with the same issues. There has been no permanent solution and my cell status still says disconnected. I have spent hours on the phone with customer service and no can fix the problem indefinitely. It's super discouraging when I am out and find out and need internet but I am disconnected from my service. I have reset my Bluetooth and wifi connections. Sometimes this works but then it goes back to be at the disconnected state. No customer service person has been able to solve my problem. I thought it was a data issue to I purchased more data with my rewards only to still have the same problem. I asked for a refund for this months terrible service and the customer service person said they can't do that.

  • Initial Complaint

    Date:07/06/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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 not had service with this company in over a year and they continue to bill my bank account. I have never been able to speak to someone in management about the situation nor have I been able to get a refund. I was told by a representative since there is no account they cant fix it and my only option is to close my bank account. I am not sure of the company location just a ************ number.

    Business Response

    Date: 07/18/2023

    We are not corp total wireless. We are a franchise store. We dont charge customers automatic payments we dont charge customers for billing. Your complaint is with corporate not **. File a complaint with corp or ************.

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