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:08/22/2022

  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.

  This is the worst phone service ever. Calls drop all the time consistently, technical support is trash. Today 8/22/22 I accidentally took my daughter's phone off our 4 line plan. After having trouble trying to put it back on my account I called. The agent said they were opening a ticket, and would call back in an hour, the guy calls back I go through all the verification again only for him to tell me again they need to open a ticket for 24 hours. I requested a credit for the time my 4th line is down, and the guy just ignored me. I clarified, so you want me to pay for a 4 line plan, with 3 lines, again ignored. I was with Sprint for 20 years, and never had these issues. We need our daughter's phone working.

  Business Response

  Date: 09/09/2022

  Dear **********************
  
              We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 23, 2022, regarding BBB Case number ******** complaint. 
  
              Mr. **************** states that he experienced some drop calls. He added that the 4th line was accidentally removed, and customer service just kept creating a ticket but not resolving it.
  
              We spoke with **************** via phone number **********, on August 25, 2022. He confirmed that the issue with adding the 4th line was already resolve. We were about to troubleshoot the phone to address the drop call issues when the call got disconnected, and we were not able to reach him again.
  
              We attempted to reach **************** via phone number ********** and e-mail ****************** on 8/29/2022, 9/2/2022, 9/5/2022, and 9/9/2022, but we were unsuccessful, he has failed to respond to our calls and e-mails.
  
              Upon review, **************** account already has 4 lines active and provisioned. We have also verified that there is usage in the account, indicating that it is being used.
  
  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 1261525322.
  
  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: 09/10/2022

   
  Complaint: 17755123
  
  I am rejecting this response because: The business calls from restricted numbers, with no way to contact them back. 
  
  Sincerely,
  
  *********************

  Business Response

  Date: 09/27/2022

  Dear *********************,
  
  This is in response to the September 10, 2022, rebuttal to  Better Business Bureau complaint  number 17755123.
  
  We apologize for any difficulties encountered with the attempts to add the delete phone back to the 4-line plan.
  
   A check of an account using the contact information in the complaint indicates that four lines are active on the same account. If issue has not been resolved, please contact us for further assistance.
  
  For your convenience, we provided alternate methods of contacting us in the original response to this complaint and have agents available to assist. Please call ************** and use PIN **** when prompted.Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.
  
  We have additional agents available to assist with this complaint, please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern.
  
  Thank you for choosing Total Wireless for your cellular needs.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** ********************************************* | *************** | Ext. 6142  

• Initial Complaint

  Date:08/22/2022

  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 placed an order on July 5th for a ******* galaxy a32 in the amount of $176.42. When we received it and tuned it on it just kept glitching out. We immediately sent it back for a return. Since there is no where on their sight to prosses a return I just hoped I was sending it to the right place. After I got notification from *** that the package had been delivered on the 18th of July I called customer service on July 20th to make sure that it was getting processed as a refund. I was told the refund was processed on July 19th and I would have my money in 7 to 10 days. When I did not receive my refund after 10 days I called agine this time being told that I tacks 30 days for the refund to post and that the last day they had to process the refund wad the 17th of August. I called agine on the 17th after there was no refund in my account. I was told that the refund was being processed and the it was scheduled to post at 10:30 am on the 18th and that if it did to call back and they could expedite the refund and that it would be 7 to 10 days. I called on the 19th and was told the refund had been processed and to give it 5 days to post. Every time I have called I have been given completely different info. According to their return policy I was supposed to have my money 30 after they received the item. So I should of had my money back on the 17th. I just keep getting the run around and no real help.

  Business Response

  Date: 08/26/2022

  Dear *******************: 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2022, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that she purchased a Total Wireless ***** ******** Galaxy A32) with phone card ($25 Unlimited Card) from the website on July 5, 2022. She received the device, but it turns out that it was defective. Therefore, she returned the item with tracking number 1Z597X010334716364 on July 18, 2022 at 10:48 AM EST. However, she did not receive a refund, but only informed that the refund is being processed.
   
  We spoke with ************ today, August 25, 2:04 PM EST at **********. We were able to authenticate the account and processed the refund. She was provided with the Transaction Reference Number 93662485C74FIU0V. Moreover, she was informed about the time frame for the refund process. 
   
  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 1261500317.
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless
   
                                                                                                                                                                        
  Sincerely,
   
  Executive Resolution Department 

  Customer Answer

  Date: 08/29/2022

   
  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:08/22/2022

  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.

  Entered by BBB Staff - lj Consumer is unable to access her available cell phone minutes. Cannot use her flip phone. Consumer usually buys a $25 Total Wireless phone card. She has been unable to find $25 phone cards at local stores. $35 and $55 phone cards are too expensive.. Consumer wishes to use her available cell phone minutes. Company stated she needed to provide a pin number for verification purposes. She does not have her pin number. She has been a customer for four or five years. Company has her contact information. . She is unable to speak with a manager for assistance.

  Business Response

  Date: 08/29/2022

  Dear ***********************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint states that the Loyalty Reward Points from her old phone was not transferred to her new phone.
   
  We have spoken to **************** on August 26, 2022 at ********** and as per conversation, she was not able to provide the *** of the old phone. Thus, explained that the points will automatically transferred to her new phone since she keeps the same phone number. 
   
  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 email reference number ******* or Ticket Number 1261517183.
   
  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:08/22/2022

  Type:Delivery 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 placed an order ******** on July 14th with a total of $128.35, the merchant canceled my order after a few days. And now it has been a month, I have not received the refund.

  Business Response

  Date: 08/30/2022

  Dear *********:
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2022, regarding BBB Case number ******** complaint.  
          
  Mr. *** complaint states that he placed an order on July 14, 2022 with a total amount of ****** USD, the order was cancelled after a few days, but he did not receive any refund.
   
  Mr. *** was contacted on 08/25/2022 via phone ************ and we were able to speak with him and we informed him to contact his bank. We called and spoke with him the next day, he mentioned he contacted the bank, but no refund or chargeback created. With this, we sent an escalation to process the refund in reference with ticket number ********** and provided 72 hours turnaround time.
   
  Moreover, we received the refund confirmation ID: **************** from the escalation on 8/29/2022. We attempted to contact Mr. *** on the same day, but we failed to reach him. However, we were not able to leave a message as his voice mailbox is not set **. ** addition, we sent him an e-mail response to ********************** He responded to the e-mail we sent. Thus, we called him back on 8/30/2022, we were able to speak with him and informed him that we successfully credited back ****** USD in his bank account. These credit posts usually occur within 3-5 business days after processing and have him make contact with his bank for verification of this credit posting.
   
  If Xiang Lan 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 email reference number ******* or Ticket Number 1261509373.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department
   
    

  Customer Answer

  Date: 08/31/2022

   
  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,
  
  Xiang Lan

• Initial Complaint

  Date:08/22/2022

  Type:Delivery 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.

  They scammed me for my money. I paid around $150 for a phone and my order number is incorrect and i never received confirmation email from total wireless, now they keep saying things like its being processed, problems with my payment, and now they say they cant cancel my order although as they claim it never been and is still processing.

  Business Response

  Date: 08/31/2022

  Dear ***************************, 
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 22, 2022, regarding BBB Case number ******** complaint.  
          
  Ms. ******* complaint states that she paid for a phone for the amount of $150, but the order number is incorrect. She did not receive an e-mail confirmation from Total Wireless regarding the status of the order.
  
  Upon review, we found out that **************** has an active account with Total Wireless. The phone is well provisioned and is being used. However, we were unable to verify the order number for the ordered item that she did not received.
  
  We contacted **************** multiple times at ********** and ********** on 8/25/2022, 8/26/2022, 8/29/2022 and e-mailed her at ******************** but she failed to respond to our calls and e-mails except on the last e-mail we sent which she responded. She informed us that she is no longer interested in resolving her concern. Therefore, we did not attempt to contact her for our fourth attempt. However, in order to track the order, we need to review the order number. 
  
  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 1261504871.
  
  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:08/21/2022

  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'm letting you know that total wireless company is dealing my service plan and changing my SIM card how I know cuz it shows up on my phone and if I don't get my money back for this phone and all the service I put into this there's going to be a problem so I want them to refund all what they stole from me because they hacking my phone and he's stealing on my service every time I call them up they keep asking for my personal information and I'm tired of it just to get into my account that many times no they're stealing my identity I don't reported it to the cops before and there's nothing they can do so do this and get my refund for all the all the stuff I put into this thank you have a blessed day God bless

  Business Response

  Date: 09/06/2022

  Dear *******************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 21, 2022, regarding BBB case #******** complaint.
  Your complaint states that you have been having issues to use the phone service on your device, and for this, you are requesting a refund for the service plan paid.
  
  We were able to validate on our system that the phone was not working for calls, due to the fact that you had no minutes balance on your account. After we explained the situation through e-mail and waited for your response, the phone ran out of service. You will need to refill the service to keep using the features from it.
  
  We have attempted to reach you multiple times via phone to ************ and ************, and e-mail sent to *********************************** on 08/25/2022, 08/26/2022, 08/28/2022, 08/29/2022 and 09/01/2022; however, we were unable to speak with you and you have failed to respond to our e-mails to confirm the resolution provided.
  
  If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday. 
  
  Please refer to e-mail reference with ********************** and Ticket Number 1261517444.
  
  
  Thank you for choosing Total Wireless.          
  

• Initial Complaint

  Date:08/20/2022

  Type:Delivery 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 placed two orders of reconditioned iPhone 11 at totalwireless.com for $100 each on July 14, 2022, order# ******** and ********. I received an email confirmation for one of the two orders, which was followed by a cancellation email on 07/20/2022. The claimed reason of cancellation was item being out of stock,ironically, the same item was available for purchase at the time of receiving cancellation email, item was listed as in stock, but only at a higher price. I never received any confirmation or follow up email concerning the other order though. I have tried to contact customer service via email on 07/29/2022, but never heard back from them. I am still charged for the two orders that were cancelled. I am requesting totalwireless fulfilling my two orders. It's been more than a month since they charged me for items that were cancelled, and ignore my inquiry.

  Business Response

  Date: 09/06/2022

  
  Dear *************************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 20, 2022 regarding BBB Case number ******** complaint.  
          
  Mr. ****** complaint states that Total Wireless cancelled his order with order # ******** and ********. He was informed that due to limited stock, the order was cancelled. However, he noticed that same item was available for purchase at the time of receiving cancellation email, item was listed as in stock, but only at a higher price. With this, ************** would like to have the order completed and shipped.
  
  Upon review, our records indicate that ************** initially placed his order on 7/14/2022 which was part of the limited offer until supply last. However, the order got cancelled on 07/20/2022 due to out of stock. Moreover, we were unable to verify some details from his payment due to limited information provided.
  
  We attempted to contact ************** multiple times via call at **********; and e-mail ***************** on 8/25/2022, 8/26/2022, 8/29/2022, 8/30/2022, and on 9/02/2022. However, we were unsuccessful, he has failed to respond to our calls and e-mails.
  To further assist ************** on this matter, it would be best if we could speak with him directly to provide complete assistance and address this matter accordingly.
  
  If ************** should still require assistance, he/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 1261993934.
  
  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:08/19/2022

  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.

  Total wireless has sold me a cell phone and monthly service cards and total wireless sim cards that are not compatible. Due to this I have not had cell phone service for several weeks not. They refuse to turn my phone on after I've continued to purchase their monthly service cards for several months now. I have missed phone calls, emails and very important communication due to their neglect and incompence.

  Business Response

  Date: 09/07/2022

  Dear *****************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 08/19/2022, regarding BBB Case number ******** complaint.
  
  Your complaint states that you got a Total Wireless phone and a SIM card that is not compatible with the phone. The phone service is not working properly and Total Wireless has not been able to fix the issue.
  
  We attempt to reach you multiple times via phone to the contact number ************ and ************ an email was sent to ********************* on 8/30/22, 8/31/22, 9/1/22, 9/3/22 and 9/6/22; however, we were unable to speak with you. You reply one of our emails saying that we can call you, we did but no answer received.
  
  We checked your account and found that you received the wrong SIM card; you should have a Total Wireless SIM connected to the ******* tower, so we created a case to send you the correct one. Once you receive it please call us back to help you with the activation to make the phone work; refer to the ticket number **********.
  
  If more assistance is required, you can contact us at ************** enter PIN ****, our agents will be more than happy to assist you from Monday to Sunday, from 9 a.m. to 7 p.m. Est.
  
  Please refer to email reference number ******* or **********.
  
  Thank you for choosing Total Wireless.          
  

• Initial Complaint

  Date:08/16/2022

  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 cannot get my Total Wireless account number that is necessary to transfer my account to Cricket. Typically it is the same as the **** number, but my account number never changed in December 2021 when I got a new phone and traded in the old phone, removing the opportunity to get the old ****. Total Wireless REFUSES to release our phone numbers to Cricket without the number, nor will they provide Cricket or me with the number. They are holding my account hostage and will not transfer me to a supervisor for higher assistance.

  Business Response

  Date: 08/26/2022

  Dear *********************, 
   
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 17, 2022, regarding BBB Case number ******** complaint.  
          
  ************** complaint states that she cannot transfer her phone number to a different service provider.
   
  We spoke with ************** on August 26, 2022, 11:59 AM EST at ********** in regards of  
  of getting her account number then she stated that someone already assisted her and she will reach out to us tomorrow.
   
  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 email reference number ******* or Ticket Number 1260001949.
   
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
   
                                                                                                                                                                        
  Sincerely,
   
   
  Executive Resolution Department 

  Customer Answer

  Date: 08/31/2022

   
  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:08/15/2022

  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.

  I called Total Wireless on the afternoon of Wednesday, August 10, to help my father-in-law port his phone number *************) from ******* to Total Wireless.The initial agent I spoke to claimed he was transferring the number from ******* to Total Wireless but instead assigned a brand new phone number to the Total Wireless SIM Card we had bought. When we rebooted the phone and realized this, we called back and spoke to another agent who claimed she was transferring the number but she just changed the new number to another new number. On our third call, we finally spoke to someone who realized that no one had created a port ticket to have the number transferred so this finally happened. When it didn't work right away, she said it was delayed and would complete by 7:45pm ET that evening. When that didn't work, we contacted Total Wireless again and were told that the automatic port didn't work so it would take another 24 hours to complete. When that didn't happen, we were told that an escalation was taking place to complete the transfer manually and this would take another ***** hours. As of this evening, Monday, August 15, that 72 hour window has expired and when I called to ask the status, was told to wait another ***** hours. On multiple occasions, I have requested to speak to a manager or the department that can actually resolve this and have been rebuffed every single time. Our Portability Ticket number is 1260651239.To resolve this issue, I would like someone capable of resolving this situation to reach out to us and get this issue resolved and then 3 months of free service be provided for my father-in-law who live alone and now has been without a working phone for nearly a full week. We have called or chatted with Total Wireless more than 12 times over the past 5 days and I estimate we've spent nearly 6 hours trying to get it resolved.

  Business Response

  Date: 09/02/2022

  Dear ***********************,
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated August 15, 2022, regarding BBB case #******** complaint.
  Your complaint states that you have been having issues to Port In your phone number from ******* to Total Wireless.
  
  We were able to validate on our system that the port request with the reference number ********** has been successfully closed on 09/01/2022, with the resolution of cancelling the transfer, so you can activate the phone number again on the ******* network.
  
  We have attempted to reach you multiple times via phone to ************, and e-mail sent to ******************** on 08/17/2022, 08/21/2022, 08/22/2022, 08/24/2022 and 09/01/2022; however, we were unable to speak with you and you have failed to respond to our e-mails to confirm the resolution provided.
  
  If you should still require assistance, you can contact an agent at ************** PIN ****; hours of operation are 9:00 AM to 7:00 PM EST, Monday through Sunday. 
  
  Please refer to e-mail reference with ********************** and Ticket Number 1261041531.
  

  Customer Answer

  Date: 09/07/2022

   
  Complaint: 17721332
  
  I am rejecting this response because:

  The fact we were forced to cancel this phone number port due to Total Wireless' failure to get our phone working is not an acceptable resolution. We only canceled it because after more than 20 contacts over 2 weeks with 10+ hours invested, we never got any responses other than, "Wait an additional ***** hours." We finally decided it was a mistake to try to use Total Wireless and could no longer go without a phone. Once Total Wireless canceled the port request, ******* had us up and working within minutes. Also, we were billed for a month of service from Total Wireless that we were never able to use due to the failed port and we need that refunded.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/04/2022

  Dear ***********************,
  
  This is in response to the September 7, 2022,rebuttal to  Better Business Bureau complaint #  #********.
  
  Airtime purchases are normally not refundable when port out of a number occurs, even though f service may not have been used. In addition, service redeemed to an account is non- refundable. Please refer to the following excerpt from The TracFone Wireless TERMS AND CONDITIONS, below,*, which is available on the TracFone Wireless Website. 
  
  However, a review of the account may warrant a credit, as a one-time exception, due to the port in failure. A check of the account does not display if the charges were via our credit card platform.Whether the purchase was from a retailer, or via our credit card platform,proof of purchase is required. Please contact me for to provide additional information for consideration of a credit or refund.
  
  2. TERMINATION OF SERVICE
  Either party may terminate this Agreement at any time. Termination of this Agreement will result in the immediate termination of your Service which may be reactivated if you elect to do so. Each time you activate your Service or purchase a new Product you agree that you are consenting to the latest Tracfone Terms and Conditions of Service. Any Service which remains unused at the time of termination, including, promotional balances, cannot be refunded or transferred to another person.
  
  If further assistance is needed, you can contact me directly. Also, agents available to assist with the complaint, please call ************** and use PIN **** when prompted. Hours of operation are Monday to Sunday from 9:00 AM to 7:00 PM EST, refer to Ticket number **********. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 10:00 PM EST. My hours are Monday through Friday from 9:00 AM to 5:30 PM Eastern. 
   
  Thank you for choosing TracFone Wireless.
  
  ************************** | Executive Resolution Specialist | TracFone Wireless, Inc. | ****************************************************** ********************************************* | *************** | Ext. ****