We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Wireless

Total by Verizon

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wireless.

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/26/2024

    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 went to Total by Verizon at *************** to activate a new cell phone. *************************** did not activate my cell phone instead he began taking pictures of my IME number and tampering with sim cards. After he charged me $87.56 he showed me the screen that said Activation Sucessful but my brand new cell phone was not activated. He said just wait an hour or so. When I got home it still was not activated. Please give me my $87.56 refund for service I did Not receive.

  • 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.
    "Total by Verizon" had a promotion initiated in May,2024 for new customers who can bring their own device and port their number into their unlimited data plan and avail 50% off their bill for 12 months. The porting to get this promotion for new customers was 07/31 as per initial advertisement on their website. Articles on web to support this claim - *********************************************************************************************************************************************************************************************************************************************************************************** ported 5 lines, and my initial month charges were discounted for each additional lines added and were prorated. By first renewal bill for July should have been in the range of $65 -$70 instead I was billed for the full amount of $154.35, My attempts following up with TVZ CS has been futile as they don't even acknowledge the promo. "Total by Verizon" has been rebranded to "Total ******************* rebranding the promo was taken off and subsequent porting as per CS were not eligible.TW provides a mobile app where you can check your renewal amount and usage, on checking what my Aug,2024 renewal would be the app lists the cost as $66.68 thus my July should have been somewhere close this number which is not.

  • Initial Complaint

    Date:07/20/2024

    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 by Verizon has reached an all time low. First they keep changing my service end date whenever they feel like it. First it was on the 29th of every month now its pushed all the way to th 26 without consideration. Even worse, I called in to pay on the 26th of June ; the representative told me my payment went through and was verified. Thinking all was well and fine. Big mistake. I noticed that on Wednesday, June 26th my phone had not rang. SIcalled through to 611 severso I tried to make a call to my daughter. I get this message saying that my service was interrupted due to no payment. I was in a state of shock because I just paid. I even called 611 several times only to get hung up on. I even heard a representative laughing in the background while I was on the phone. i finally got through and representative informed me that my pay was null and void. That's when another rep told me that they payment was not process. I questioned why and how. I never did get clarity on what happened. Just kept getting laughed at and hung up on. They put me in a very dangerous situation without any knowledge anything was wrong. Anything could have occurred with me being out in public without a working phone. No one texted nor emailed me anything. This costed me another payment all for nothing. This caused me extreme anxiety. They even tried to bully me into taking a much higher plan too.

  • Initial Complaint

    Date:06/28/2024

    Type:Service or Repair 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.
    I tried to transfer my daughter's phone from her existing plan onto my Totalbyverizon account. She has an iphone 13, so we were trying to set it up using an eSIM. Their website does not allow one to transfer a line in using an eSIM, so you have to call their customer service to accomplish this. During my first call they did succeed in causing my daughter's service with her existing provider (Visible) to be terminated. However, 60 hours later, she still has no cell service. I was just on the line now with their customer service for the SEVENTH time. The total duration of my calls with them is 194 minutes (e.g. 3 hours, 14 minutes)--and counting. I have spoken to no fewer than a dozen representatives--and confirmed that they keep absolutely no records and just start from scratch each time. Every time I speak to someone they need to text me a verification number--I have gotten 13 of those texts. The person who was 'helping' me just now apparently hung up (not because I was rude--I've been quite polite with them), but perhaps because we were on the phone so long that his call center was closing for the night.

    Business Response

    Date: 07/11/2024

    This is a complaint about the Total by Verizon **************** team. This has nothing to do with our independently owned/operated location at ************************************* *******, IL *****

    Customer Answer

    Date: 07/12/2024

     
    Complaint: 21917139

    I am rejecting this response because: When I filed my complaint with the BBB and searched for "Total By Verizon" several different addresses around the country appeared, and I had to choose one.  If the actual "Total By Verizon" that I was complaining about is hiding under a different shell, it is still responsible to answer for the offenses that I outlined in my complaint, and I ask the BBB to pursue this further. Based on further research now, I believe that the correct address may be **************************************  Please amend my complaint and proceed.

    Sincerely,

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

  • Initial Complaint

    Date:06/26/2024

    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.
    6/23/2024 Ported a number into Total by Verizon and during the porting process the **** was incorrectly used by an agent and deactivated the phone. Finally they got it working but now they cannot authenticate the account and my line says inactive to fix the account and put the right phone **** so I can use the phone I purchased.

  • Initial Complaint

    Date:06/03/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 paid to have my new phone activated and to add data. It was 12:09pm when I left the store. I got a receipt for no data and no service. *************************** continued to make excuses for the activation taking so long. At 6:07pm today the phone still has no service and is not working. I would like a refund.

    Business Response

    Date: 06/24/2024

    All of our systems are showing the device was activated successfully and the device is currently active. The customer can come back into the store and troubleshoot if they are having issues. If the device is having issues, we would be glad to resolve the issue and refund the customer prorated days regarding the issue.

Total by Verizon is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.