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:07/10/2025

  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.

  On July 3, 2025 I upgraded my phone service to include hotspot on my phone. My phone plan didnt renew until July 10, 2025 so I paid $10.00 dollars to add it early however I didnt get my hotspot when I click my phone to use it I get a prompt to call total wireless. I tried several times calling them each time I waited on hold for over an hour with no response so I waited till my plan renewed to the upgraded plan to get hotspot on my phone but still dont have it even when Im paying for the upgraded service. I tried calling total wireless again on July 10, 2025 and finally got to speak to someone the girl told me I had the $40.00 hotspot plan and I needed a separate device for that, so when I asked her how is my phone number still active if Im only paying for a hotspot plan it doesnt make any sense. Ive had the $40 dollar plan before it supposed to give me unlimited talk text and data with 5g of hotspot but she couldnt seem to figure it out. And she refused to refund me for the $10 dollars I paid to change my plan early when I didnt get what I paid for. I have screenshots of when I paid and what it was for and when I look on my account they dont even offer a $40 dollar for 40g of hotspot. Im just so frustrated with this Im thinking about talking to an attorney, I want my $10 back, and I want them to add hotspot to my phone that Im paying for

  Customer Answer

  Date: 07/10/2025

  I have had this account for some time now and Ive been paying for hotspot and havent been getting it. If you go back through my account and look at what Ive been paying for and not getting 

  Business Response

  Date: 07/31/2025

  Dear ******* ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that you upgraded your plan on July ******, to include a hotspot feature and paid an additional $10 for early activation. However, it appears that the upgraded plan was not successfully applied to your account. As a result, you are requesting a refund for the $10 charge and assistance in activating the hotspot feature as intended.
  
  Upon review of your account, records indicate that you were previously subscribed to the $65 airtime plan, which includes ********************************************** and Unlimited Hotspot. However, on June 10, you began refilling your service with the $30 data plan. On July 2, you upgraded to the $40 data plan by paying the $10 price difference, while retaining the original Service End Date (SED) of July 10, 2025. Furthermore, on July *******, you renewed your service with another $40 data plan, extending your *** to August 10, 2025.
  
  We spoke with you on July 11, 2025, via phone at ************* and shared the results of our investigation. To address your concern,we converted your $40 data plan to the $40 Total Base 5G Unlimited Plan, which includes *********************************************** and 5GB of Hotspot.This change was processed under reference number 1324308506.
  
  A follow-up call was made on July 13, 2025, during which we confirmed that the hotspot feature was functioning properly, and you acknowledged its successful activation. Additionally, your $10 refund request was processed, with the refund transaction recorded under reference number 91314884HCKDC5PT. No further assistance was required.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1324306988. 
  
  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: 08/04/2025

   
  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:07/02/2025

  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.

  In April 2024, I purchased an iPhone from the official Total Wireless website. The devices serial number is **********. I activated the phone on April 29, 2024, and have continuously used it on the Total Wireless network since then.According to the official unlocking policy published on Total Wirelesss own website, any device that has been activated and used on their network for 60 consecutive days is eligible for unlocking.However, after more than 60 days of use, my iPhone was not unlocked automatically. I contacted Total Wireless customer service to resolve the issue, and spoke with a representative named Airah Jeanlycah. To my surprise, I was told that they cannot unlock the phone and, shockingly, that the unlocking policy on their official website is "not real."This is a clear case of false advertising and deceptive business practices. I made the purchase based on the companys publicly stated policy. By refusing to honor their own unlocking terms, Total Wireless has misled customers and breached consumer trust.I am filing this complaint through the BBB and request that Total Wireless:Immediately unlock my iPhone (Serial Number: ***********;Clarify or correct the misleading unlocking policy on their website;Provide an explanation for the inconvenience and distress caused by this issue.Thank you for your attention to this matter.

  Business Response

  Date: 07/23/2025

  Dear Dachui ****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated July 2, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you are requesting Total Wireless to unlock your iPhone device in accordance with their established unlocking policy, which is available on their official website.
  
  Total Wireless Unlocking Policy states that Verizon Value will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with Verizon ************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  * For all cellphones Activated on the Verizon network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change at any time without advance notice.
  
  Upon review, we found that your phone with the serial (IMEI)number ending in 2154previously associated with the number ending in 8631has been inactive since July 22, 2025, due to a port-out request processed under reference number 1324928914.
  
  Our records indicate that the device was initially activated in May 2025 using a three-month plan. On the day the device completed 60 days of paid and active service, the system automatically initiated the unlocking process under reference number **********. We are pleased to inform you that the phone has already been successfully unlocked.
  
  We attempted to contact you via phone at ************** and via email at ********************** on July 4 and 5, 2025, but were unable to reach you directly. However, we have received your email response confirming that your concern has been resolved and that no further assistance is required at this time.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1323916863. 
  
  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: 07/23/2025

   
  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,
  
  Dachui

• Initial Complaint

  Date:06/29/2025

  Type:Billing 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.

  On June 20, 2025, I made an in-person payment at the Total Wireless store located at **********************************************************. This payment was to cover my monthly phone service, and I was told it was successfully processed.However, on June 28, 2025, I was charged again automatically through Total by Verizons Auto Refill system resulting in a duplicate payment for the same billing cycle.I contacted customer support and explained the situation. The agent acknowledged that both payments were made but told me that no refund could be issued, citing company policy. I believe this is unfair and unacceptable. A customer should not lose money due to a systemic billing overlap between manual and automatic payments.Despite providing proof of payment and requesting a resolution, I was told the funds are lost and nothing could be done. I am requesting either a full refund for the duplicate Auto Refill charge made on June 28, 2025, or an account credit to be used for my next billing cycle.Please assist in resolving this matter, as Total by Verizon has so far refused to offer a solution.

  Business Response

  Date: 07/18/2025

  Dear ******** ******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 30, 2025,regarding BBB Case number ******** complaint.
  
  Your complaint states that you made an in-store payment for your bill on June 20, 2025, and were also charged again on June 28 via Auto Refill, resulting in a duplicate payment. When you contacted us regarding this matter, you were informed that a refund was not possible. As a result, you are requesting either an account credit for your next billing cycle or a refund.
  
  Upon review, we verified that two payments were made for the month of June. The first payment, amounting to $40, was made on June 19, 2025,with merchant reference number BRM20250619226119089. A second payment of $40 was applied as an account credit on June 27, 2025, with merchant reference number BRM20250627228388840. However, the transaction history shows that only one plan was applied, and there is currently no remaining account credit. With that, it would be best for us to speak with you.
  
  We attempted to contact you via phone at ************** and email at ************************* on July 1, 3, 4, and 5, 2025, but were unable to reach you. However, you returned our call on July 7, during which we reached a resolution to provide you with an airtime plan equivalent to the amount you had already paid, under reference number **********. You confirmed that you were satisfied with this resolution and stated that no further assistance was needed.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1323724294. 
  
  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:06/29/2025

  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 purchased a new phone from Total Wireless/Tracfone, subsidiary of Verizon, on Feb 2025 and activated it by purchasing a 5G plan on their network on March 2025. Following the initial month, I decided not to renew my plan. On June 28th 2025, having fulfilled the 60 day unlock requirement in place at time of purchase AND activation, I tried to use the phone with another provider and found the phone is still locked to Tracfone.I called their customer service to unlock the phone, they informed that the Total Wireless changed its unlock policy on April 1st 2025, indicating that 60 days of paid service and activation are now required to unlock devices. and they do not want to honor the original unlocking policy.

  Business Response

  Date: 07/18/2025

  Dear ******** ***:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint. 
  
  Your complaint states that you are requesting Total Wireless to unlock your phone based on the unlocking policy in effect at the time of purchase and activation of your phone.
  
  Total Wireless Unlocking Policy states that Verizon Value will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with Verizon ************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  * For all cellphones Activated on the Verizon network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change at any time without advance notice.
  
  We spoke with you on June 30, 2025, via phone at ************* to discuss your unlocking request. Upon review, we found that your phone, with a serial (IMEI) number ending in 0691, was activated in March but became inactive in April due to non-renewal of service. When we checked the devices unlocking eligibility, the system displayed the message: 'Not eligible insufficient time from device activation or 60 paid service days required.'
  
  You were advised to meet all unlocking eligibility requirements, and you agreed to reactivate the service to complete the required 60 paid and active service days. Additionally, we initiated the unlocking request under reference number **********. During a follow-up call on July 5,you confirmed that the device had been successfully unlocked and was operational with another carrier.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1323647989. 
  
  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:06/29/2025

  Type:Sales and Advertising 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.

  The problem his total wireless is offering 4/$25/mo guarantee for 5 years they don't tell you the real price is $55 to get the 5 year price guarantee for auto pay till you pay. The auto pay is not guarantee and price can change at anytime. To me this is a scam and really needs to be looked in to .

  Business Response

  Date: 07/17/2025

  Dear ****** *******:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that Total Wireless advertised a $25/month price guarantee for five years. However, you were not informed that the actual base price of the plan is $55/month, which only drops to $25/month when enrolled in *******. Since the ******* discount is not guaranteed and may change at any time, you feel this pricing structure is misleading and potentially deceptive.
  
  We attempted to locate your account by utilizing our tools using your name, number and email address available in the complaint. However,we are unable to determine your account. For us to investigate your concern we will need to have your accounts information, which includes your number,device IMEI number and email address associated to the account. Hence, to address the matter we need to speak with you directly for assistance.
  
  Please note that Total Wireless is offering a 50% discount to new Bring Your Own Device (BYOD) customers, guaranteed for five years with taxes and fees included. To qualify, customers must activate their devices on one of the eligible plans: $40, $55, or $65. An additional $5 discount is available through *******, except for the $40 plan. As a result, the $55 plan costs $30 per month without AutoPay and $25 with AutoPay, while the $65 plan costs $35 without AutoPay and $30 with AutoPay.
  
  We attempted to contact you by phone at ************** and via email at ********************** on July 3, 4, 5, 9, and 10, 2025. However,we were unable to reach you directly, and as of now, we have not received any response from you.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. The 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 1323854206. 
  
  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:06/27/2025

  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 had to buy a new phone due to my screen being busted after buying the new phone they say they can't activate it to go back to the store I walk back down there and they cant help either I go back and forward with this company for over a month the phone never was actives even tho I tried to send in receipt and let them fiz it and they said they can't so my months worth of service was never used now they have me blocked from being about to text them all I can do is add time but they time they promised me back they are refusing now to give me all I want even tho I'm out a cost of a phone and my time and my bought phone time and the screenreplacement cost for old phone still all I want back is my month phone time the rest of it I'll eat but this is ridiculous at this point .

  Business Response

  Date: 07/15/2025

  Dear ***** ***:
  
  We have received and reviewed your Better business bureau complaint. This response is in reference to your correspondence dated June 27, 2025, regarding BBB Case number # ******** complaint.
  
  Your complaint states that you purchased a new phone from the store; however,neither the company nor the store could not activate it. You were unable to use the month of service you purchased, and you were promised that it would be added to your account. However, you were refused when you requested to add the promised month of service.
  
  We reviewed your account with phone number ending in 2605, and determined that it was associated to a phone with IMEI number ending in 5209; however, it was then linked to another device with IMEI number ending in 0120 on 6/1/2025. The new device was activated; however, it got deactivated on 6/6/2025. An in-depth review shows that the device was returned or rescanned back to the store.
  
  Nonetheless,Transaction History shows that your phone number ending in ****************************************************************** 5209 on 7/1/2025. In addition,we added a $50 service plan to the account, and Usage Records indicate that the phone is working and service is being used.
  
  We attempted to contact you via phone number ************, and have sent emails to? ******************** on 06/30/2025, 07/02/2025, 07/03/2025, 07/04/2025 and 07/09/2025, to discuss this matter. However, we were unable to reach you, and have not received further responses via email.
  
  If you should still require assistance, you 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 **********.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless.
  
  
  
  *****************************************************

• Initial Complaint

  Date:06/26/2025

  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 bought two iPhone 13 devices and 30 days of service on Jan. 21, 2025. The devices shipped on Jan. 30, 2025. I activated one shortly after. The seconed phone, due to issues porting my phone number, was activated March 25, 2025. When activating service, I agreed to the Terms and Conditions version ******. That document stated the unlock policy as: "For phones capable of remote unlocking Activated with Total Wireless Service on the Verizon network on or after November 23, 2021, the phone will be automatically remotely unlocked sixty (60) days from Activation."So, once activated and with NO specific length of activation required, my phone was to be unlocked automatically 60 days later -- on May 23. However, it did not automatically unlock. When I finally called **************** on June 9 to inquire, I was told Total changed the Terms and Conditions and now required 60 days of active service before unlocking. But, that is not the Terms and Conditions I agreed to when I purchased and activated ********** their request, I provided a copy of Terms and Conditions v. ****** to the unlocking team via email. The Total Wireless ******************** then told me they did not care, and Total Wireless could change the Terms and Conditions whenever they felt like it. They said I needed buy additional service to have it unlocked in 30 more days. This is not what I agreed to when activating, AND Total Wireless could not guarantee that the unlocking policy wouldn't change again before the phone was unlocked -- they asserted their ability to change the policy whenever they wanted. Quite simply, they engaged in bait and switch and changed the ******** of today, the phone is still locked. I want my phone unlocked based on the Terms and Conditions I agreed to at the time of purchase and the time of activation.

  Business Response

  Date: 07/15/2025

  Dear **** *****:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB Case number ******** complaint.
  
  Your complaint states that Total Wireless refuse to unlock your phone based on the unlocking policy in effect at the time your phone was purchase and activated.
  
  Total Wireless Unlocking Policy states that Verizon Value will remotely unlock the phone when it becomes eligible for unlocking, provided it meets the following conditions:
  
  * The cellphone must be in working condition and turned ON.
  * The cellphone was activated with Verizon ************* by purchasing and redeeming an airtime plan on that specific phone ("Activation")
  * For all cellphones Activated on the Verizon network on or after November 23, 2021, the cellphone will be remotely unlocked automatically 60 days after paid Activation and 60 days of paid active service.
  
  Please know that this Unlocking Policy is subject to change at any time without advance notice.
  
  Upon review, we found that your phone has been deactivated since April due to non-renewal of service. You only refilled the phone once and that was upon activation. In addition, as we checked the phones unlocking eligibility, the system prompted the message, Not eligible - insufficient time from device activation or 60 paid service days required.
  
  We spoke with you on June 28 and July 2, 2025, via phone at ************ to discuss your unlocking request. Since the device did not meet the eligibility requirements for unlocking, you agreed to reactivate it using the $10 airtime plan.
  
  As of now, records show that your phone has been successfully reactivated. We understand your desire to have the device unlocked. Rest assured, once your account reflects 60 days paid activation and 60 days of paid active service and all other conditions are met you may resubmit your unlocking request.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1323439281. 
  
  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:06/26/2025

  Type:Customer Service 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.

  06/24/25 added a line, after spending almost 1k with them. Was informed that an eSIM is not supported, on that particular phone. Was told that service thats already activated, Id have to pay for a sim. Just want to warn people its nor as cheap as it seems. The customer service is outsourced, they dont understand you, what youre saying.

  Business Response

  Date: 07/15/2025

  Dear ***** ******:
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June 26, 2025 regarding BBB Case number ******** complaint.
  
  Your complaint states that you have spent almost $1000, and added a line in your account on 6/24/2025; however, you were informed that your phone is not supported with eSIM, and that you needed to purchase a SIM card.
  
  In our review, we found your order of two iPhone 16e; both were activated on 6/24/2025 via eSIM activation. Usage Records also indicate that both phones are working and service is being used.
  
  We spoke with you via phone number ************ on 7/4/2025, and discussed the aforementioned.  We also explained that the service plans included in the order were credited to the account.
  
  If you should still require assistance, you can contact ************** enter PIN 1900. 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 1323852905.
  
  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: 07/28/2025

   
  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:06/25/2025

  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 ordered a cell phone and upgraded phone plan and overnight shipping and its been a week with nothing Ive been on support with them and smart pay (leasing to make payments) and both companies say its the other ones fault. I had a order number and the money has been taken from my account all week theyve been able to see this order number but within the last four hours cant look it up I was transferred to corporate over the phone and the call dropped and they never called me back. I want my money back and/or my hood I purchased but nobody seems to answer the customer help line and the chat agents are not to bright. This is the worst customer service experience Ive ever felt with in my 38 hrs of life. AND I WORK IN CUSTOMER SERVICE! They basically took my money and kept the goods. They scammed me.

  Business Response

  Date: 07/14/2025

  Dear ********* *****;
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated 06/25/2025, regarding BBB Case number ******** complaint.
  
  Your complaint states that you placed an order with overnight shipping via SmartPay; however,the device has not been shipped after a week. You still have not received the order despite contacting customer service, and ******************** nor SmartPay was unable to assist you properly.
  
  We understand that you did not receive the Total Wireless confirmation of the order placed on 06/18/2025 per order id *************** within the expected timeframe, and we sincerely apologize for any inconvenience this may have caused you.
  
  Our records indicate that the order you placed, could not be completed because the payment was not processed successfully. Since the phone is leased with ********, it is best that you speak with them directly to re-process or cancel the order.
  
  We spoke with you on 06/30/2025 and 07/03/2025 via phone number ************, and discussed the status of your order. We advised you to contact ********, and we agreed to call you back in the following days.
  
  We attempted to contact you via same phone number and have sent emails to ******************** on 7/1/2025,7/3/2025, and 7/7/2025. We received your email responses; however, we were unable to reach you via call.
  
  Please refer to email reference number ******* or Ticket Number 1323370960.
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Straight Talk Wireless.
  
  
  Sincerely,
  
  Executive *********************

• Initial Complaint

  Date:06/25/2025

  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 have a ***** plan. Payment is due 25th 12 midnight.They always turn my phone off before the 35th like late on 24th. I pay my payment and then they still don't turn my phone on for over an hour. I use the chat, which does not help. The account shows I paid my payment. Then an hour or so later, it says I need to make a payment. The chat, text and account info do not match. I have paid my service and at this point this is a breach of contract. 611 number is not 24 hours if it says no one is available to assist. Before i finished this complaint, they locked me out of my account- I've been using the same password all morning taking screenshots of the info in the app and now they lock me out. After paying now it is almost 3 am you see in the screenshots I started contacting them at 1am, it was actually before that, but did not take screenshots until ******** is now 3 hours and I have no service after paying.

  Business Response

  Date: 07/14/2025

  Dear Torreah Collin:
  
  
  We have received and reviewed your Better Business Bureau complaint. This response is in reference to your correspondence dated June *******, regarding BBB case number ******** complaint.
  
  Your complaint states that your service was disconnected before your Service End Date, and when you refilled your phone, it took some time for service to resume. You also experienced difficulty getting assistance and were locked out of your account.
  
  ******************** Terms and Conditions state that the Service End Date on your Plan is the last day of your monthly Plan cycle. Your Service End Date is determined using the date on which you activated your Total Wireless Service by redeeming a Plan, with the day of activation being deemed day 1 of your monthly plan cycle. To keep your Service active, you must either purchase and redeem a Plan prior to your Service End Date. Your day of activation is deemed effective as of 12:00 AM on the day you activate service regardless of the time you actually activate your service. This may result in a partial day of service being deemed a full day of service provided.
  
  Upon review, we found that your Total Wireless phone and service are active and properly connected to the network. Records show that your service was deactivated on June 25, 2025, at 3:05 AM, and reactivated the same day at 4:22 AM with the $30 15GB hotspot monthly plan.
  
  We attempted to contact you multiple times via phone at ************ and email at *********************** on June 26, 27, July 1, 2,and 4, 2025. However, we were unable to speak with you and have not received a response to our emails. It would be best for us to speak with you.
  
  If you should still require assistance, you can contact ************** enter PIN ****. The 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 1323386782. 
  
  Based upon the foregoing, we will close this matter unless we hear from you. Thank you for choosing Total Wireless. 
  
  
  
  Sincerely, 
  
  Executive Resolution Department