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Business Profile

Wireless

Total by Verizon

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 16 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:03/24/2025

    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.
    On or around the 1st or 2nd day of March 2025 i purchased a brand new Total by Verizon phone and a Total by Verizon service card that is ********************************************************************** ********,***********. I called a customer service *** at ********************** and had them activate my phone and service with their service plan i purchased for around 65 dollars with tax included. Then around March 17th 2025 less than 3 weeks later i cant provide hot spot service to a coworker who has the phone and contact info of 2 seperate clients .They cut it off at 5 gigs i spent hours stressing and trying to figure out my phone thinking my device had costed my business. Finally after fighting it i called customer technical support at ********************** and after hours of being hung up on and not being able to reach a supervisor i was finally able to get a supervisor who had me read the number under the bar code and told me it was ************* that was incorrect he investigated and found and ADMITTED it was their fault and that the *** who set up the service made the mistake and gave me the wrong plan . He asked if i had an alternate phone because he needed to shut off my service and set up the service with the 60 dollar unlimited 20 gigs of hotspot plan . My wife does not get off till 5 and he scheduled a call back but her phone was in driving mode and i called back was told by another that i will not be reimbursed and that i cant get my srevice i paid for. I never activated or ever purchased any type in store or credit by phone 40 dollar service plan . It took me two months of me and my wife starving to get the phone and service plan i purchased . I just got off the phone with the Total by Verizon **************** supervisor at 6pm on Monday March 24th 2025.

  • Initial Complaint

    Date:12/14/2024

    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 signed up for Total Wireless and switched from another carrier. I was supposed to get 6 months free of ***********. I got one month and then my subscription got cut off. I had repeatedly tried to get this resolved through chat on their website. they were supposed to give me a call but never did. I have spent 2 hours today chat and waiting for their call back. They told me it would be 15 minutes. I am still waiting 1.5 hours later.

  • Initial Complaint

    Date:11/18/2024

    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 been a Total Wiresless customer since before ********************** took over. I now get more than 35 spam phone calls everyday. There is no way to reach tech support ! My phone is useless to receive calls. It's all spam, and more spam. I've tried and tried to reach costomer service. Every call ends with me on hold and then the call hangs up! Impossible to reach a live person. I can't even make an outgoing call without being interuped by an incomming spam call. I've had my phone number for ten years. All was well until Verizon bought Total Wirelss. I'm 72 yers old. I don't have an overdue student loan, don't need a new mortgage, my car warentee isn't expiring and the spam calls get worse everyday. Total Wireless by Verizon is the worst cell provider ever.

  • Initial Complaint

    Date:10/31/2024

    Type:Billing 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 switched from Mint to Total Wireless for an offer of, switch 2 lines from a T-Mobile, Mint or Metro & get 2 lines for $30/mo for 5 years. We had almost 3 months left on our (1 year) Mint plan, but we thought it worth the loss for the offer.Two requirements for the 2 for $30 plan ... The first, Offer ends 9/30/24 I paid for two **** and the service charge for 2 phones (both porting from ************ on Sept 26, 2024. The second states Applies to T-Mobile, Metro, and Mint customers who activate on a ************************* Unlimited plan I activated the phones when the **** were received (note that I received an email the day after my order and payment stating the **** would be delayed).I was strung along for 3 calls. The 1st (just after activation) I saw charges for the next month to be $85 rather than the expected $30, I was told it could take a few days for the special rate to show. The 2nd (Oct 15), the rate still showed $85, I was 1st told I did not activate by 9/30/24. I argued that I placed the order & paid on 9/26/24 and that activation (which their web ad does not state needs to be done by 9/30), was delayed because of the delay in shipping out the ****. I was eventually told the account would be updated with the $30 rate, but that I would need to pay the $85 for 1 month, then the $30 rate would kick in (I questioned this several times). The 3rd time, an OSL associate (phone sales contractor in ******* store) was on the phone with Total Wireless for ~90 minutes. T.W. eventually agreed to give me the $30 rate and I got a confirmation #. After 4 days, my rate still showed $85 so on the 4th call, even with the confirmation # of the previous call (where I was promised the $30 rate), the proclaimed they would now NOT give me the $30 rate. I am in the process of switching back to ************ Switching to Total Wireless was a Total Waste (of 1 month fees paid to Total Wireless and 3 months of service lost to *********** when account was cancelled).

  • Initial Complaint

    Date:09/18/2024

    Type:Customer Service 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 By Verizon phone plans clearly states that I can call and text 5 other countries which is included with my plan and I was doing the online chat and **** ******* had started talking to me ruled when I had mentioned what countries I wanted added and he rulely said that's not what I asked you and they can't and couldn't change the countries that they added and I don't even know what countries that they have included in my plan and my thing is I should be able to pick my own countries instead of allowing Israel India and ******** to answer my call since I'm in ***************** and further more that's proof that they're the ones who're Fraudulent Scams especially when they ask for an alternative phone number and I would like to add my own countries instead of the countries that they add because I don't know anything about the other countries that they add nor do I know anyone in those countries

  • Initial Complaint

    Date:09/14/2024

    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.
    We were having issues with their service at our house, so we were changing from Total by Verizon to Verizon. Verizon was trying to switch the plan on Monday, 9/9/24 and Total by Verizon locked the phone. The first call was made by the Verizon representative to unlock the phone. Total by Verizon said it would be up to two days to unlock the phone. Called them on Wednesday, 9/11/24 to report it was not unlocked. They said it was done by a computer and they would have it unlocked in up to two days. Called Saturday, 9/14/24 in the morning. They said they needed to transfer me to the unlocking department. They would send an email with the instructions and I would have it in 5-10 minutes. Did not get the email. Called Saturday, 9/14/24 in the afternoon and they transferred me to the unlocking department again. They said to call back on Monday.

  • Initial Complaint

    Date:09/08/2024

    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.
    Total Wireless was a reliable provider until Verizon bought it. Now, I never kn9w when I will have phone service and when I won't. 9/4/24 I had no service. Five hours of my time was spent asking agents to fix the problem. They finally did with no explanation of what went wrong. 9/6/24 it happened again. This time there was no fix to the problem. I couldn't make a call out on my phone until 9/8/24. What did I pay a month of phone service for? This is ONGOING since Verizon took over Total Wireless. Verizon needs to be held accountable. I want my **** money back this month. I'm done with them. Their agents are insulting due to THEIR OWN frustration not being able to resolve the problem. I want my money back because this has happened too many times. And I am sick of the condescending service Verizon DOESN'T do to fix THEIR technology while they continue taking money from consumers.

  • Initial Complaint

    Date:09/08/2024

    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 ported two phone lines over from T-mobile to Total wireless online under promo BYEBYETMOBILE which promises $15 per line for 5 years. Two customer service **** said that promo will be honored (screenshots attached). However, after numbers were activated Refill amount for next month shows $85, not $30. Consequently, two customer service **** told me next month will be $85, not $30. This is deceptive marketing. Nowhere on the fine print of the offer did it say $85 for two lines. I won't have switched if it was $85 for two lines.

  • Initial Complaint

    Date:09/06/2024

    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 are refusing to unlock my phone. I have been trying for 3+ days now over multiple phone calls. They claim it is processing and could take up to 2 days. I call and they say it was never done. They transfer me to the unlocking department and then hang up on me repeatedly. They arent providing the services *** prepaid for. **************** can barely speak English. They refuse to put on a person i can understand and the representatives dont comprehend our language. I go to the store front location and they turn me away saying its only for non prepaid.

  • Initial Complaint

    Date:08/04/2024

    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.
    It started June 19th my card to renew my monthly plan would not go through. We lost cell service. I contacted the company and the said try with a new card so I did. They said it didn't go through and ran it 2 more times before they decided we would lose our grandfathered plan and we then paid for a different plan. We went 4 days without phone service which we paid for. They said they are returning the money in 3-5 business days but it's been 10 business days and two different case numbers that they said they were expediting yet we do not have our money back. The other problem is in order to get our phone to work they had to separate our lines which is fine until the plan needs renewed and they'll want us to pay for two superate plans instead of the one family plan we are on.

Total by Verizon is NOT a BBB Accredited Business.

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