Kat B Tic

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Verified Reviewer

Terrible Customer Service

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I have received ATROCIOUS customer no-service from Total Wireless since getting my new phone on Monday, April 6, 2020. The company made an error in their system somehow, which apparently makes it impossible for them to activate the phone I bought and paid for directly from their website. [They have the phone flagged as being purchased through the Smart Pay program, which it was NOT!) Four days and countless hours on hold (and getting hung up on by multiple so-called managers), my phone is STILL not activated and THEIR mistake has still not been corrected. Theyve reopened my latest service ticket and AGAIN claim they are escalating it so that I can have service in 24 to 48 hours. But theyve told me that every [bleeping] day this week, with no results. I am astounded at the level of incompetence that is being displayed. My time and money have been wasted; meanwhile my coworkers and kids are unable to contact me. This is entirely unacceptable and inexcusable, even in the best of times. However, in the midst of a literal plague, such a lack of competence and service is utterly reprehensible and is affecting my job. If I lose my job, my family becomes homeless. I cannot afford to continue to have no cell phone. According to complaints listed on the Better Business Bureau website, many people have struggled with this exact same issue and have not received appropriate resolution.
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Loss:
$100
Pros:
  • Lower rates
Cons:
  • I allready described it all customer service worse than stinks
  • Extremely poor customer service
  • Unknown errors that no one could fix

Preferred solution: Deliver product or service ordered

User's recommendation: AVOID THIS COMPANY

3 comments
BL F

Agreed. Their customer service is horrid and they can never fix any customer issues.

Tranferring calls or hanging up on customers so they are stuck in a never ending phone que waiting for incompetent no help CSReps. Totally unacceptable business practices.

My issue remains unsolved also; with no resolution in sight! This company needs shut down.

AlexTrac

Hi Kat B, this is Alex from Total Wireless. Our deepest apology to hear about it.

We understand that your previous experience was unpleasant and we want to make it right for you. To do this, please chat with us at http://bit.ly/2lFFpmo. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

We are looking forward to work with you. Thank you.

Kat B Tic
reply icon Replying to comment of AlexTrac

hahahaha.... I tried that a couple weeks ago when I got this exact same robo-auto-message reply on the TW Facebook page.

As usual, this resulted in endless wasted hours with no results whatsoever.

I cancelled my account with TW and returned the useless phone. The best decision I ever made was dropping Total Wireless and going to BOOST MOBILE, who even during a PANDEMIC was able to give me FAST, HELPFUL service and get me set up IMMEDIATELY.

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Kyden Xod

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Verified Reviewer
| map-marker West Des Moines, Iowa

I need to deactivate my phone number

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My Phone has not been deactivated and said it can not be deactivated for un related reasons. . i want to talk to your supervisor.
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User's recommendation: Poor customer service

1 comment
AlexTrac

Hi Kyden. This is Alex from Total Wireless.

We apologize for the inconvenience this may have caused you. We understand where you are coming from. Let us take a closer look into what's going on and provide the best possible resolution. To further assist you, please chat with us through this link http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. Thank you.

Anonymous

Bad Customer Service

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Changed to a less expensive plan on line May 23. Paid in advance for first month. They are still charging me for the higher rate plan. Customer service will not help, and they wont refund the money they overcharged me.
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Loss:
$20
Cons:
  • Every thing

Preferred solution: Full refund

User's recommendation: Customer service Sucks, Big Time

1 comment
AlexTrac

Hi. This is Alex from Total Wireless.

We sincerely apologize for the inconvenience we have caused you. Allow us to make it right for you. To do this, please copy this link http://bit.ly/2lFFpmo and paste it to a new window for chat support. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611.

We are looking forward to work with you. Thank you.

Bre Gnb
map-marker Mocksville, North Carolina

Disconnect service

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They acted promptly and if team mobile dont work out we will be back
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1 comment
AlexTrac

Hi Bre. This is Alex from Total Wireless.

We apologize for the inconvenience that you have experienced with our service. We understand where you are coming from. We would like to learn more about your situation and ensure a resolution for you. To further assist you, please chat with us using this link http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We are looking forward to work with you.

Anonymous
map-marker Indian Trail, North Carolina

Billing Issue.

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Bank sent me a text that card was declined due to exp. date. This is on auto-pay and has been for a long time. All other bills went through. You cannot speak to a person, best is to type to an agent. They cut service immediately with no notice. Will contact another carrier. These people are incompetent.
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1 comment
AlexTrac

Hi. This is Alex from Total Wireless.

Our sincere apology for the inconvenience you have experienced with our service. Allow us to make it right for you. To further discuss this, please chat with us through this link http://bit.ly/2lFFpmo. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611.

We are looking forward to work with you. Thank you.

Anonymous
map-marker Port Aransas, Texas

Phone activation failed

That I went into a store I purchased your phone Galaxy Jay something phone I'm not sure it was really nice looking so I bought it I can't get it activated I bought minutes *** I can't get a phone number for it I've tried everything I'm at my wit's end
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2 comments
AlexTrac

Hi. This is Alex from Total Wireless.

We sincerely apologize for the trouble that you encountered upon trying to activate your phone with our service. This is definitely not the experience we want you to have. Let us help you activate your phone and program it accordingly. Kindly chat with us at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.Have a nice day.

AlexTrac

Hi. This is Alex from Total Wireless.

We apologize for the inconvenience this may have caused you. Allow us to make it right for you. To further assist you, please copy this link http://bit.ly/2lFFpmo and paste it to a new window for chat support. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611.

We are looking forward to work with you. Thank you.

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Margaret F Plp
map-marker West Des Moines, Iowa

Are yall paying phone bills yes

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Guy working from home my credit card new To pay set up auto pay for Total Wirerless please my 920479**** Margaret Filtz 521 W16th AV.,#101 ,Oshkosh,Wi.,54902
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Preferred solution: Let the company propose a solution

User's recommendation: LearnOr have auto payment set up

1 comment
AlexTrac

Hi Ulonda. This is Alex from Total Wireless.

We read your post and we feel the need to reach you out. To further assist you with your concerns, please copy and paste this link http://bit.ly/2lFFpmo to a new window for chat support. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

We look forward to working with you. Thank you.

Doug A Vud

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Unbelievably terrible service

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Bought a 50 prepaid card from Walmart and spent hours on the Phone with Total Wireless customer service trying to get it activated. Frequent transfers and disconnects. They could not figure out why they could not activate it and refused to give me a refund. I waited in line for 30 minutes for a refund at Walmart and they said I had to get it from Total Wireless. Out $50, hours of my time and hours of frustration.R
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Loss:
$54

Preferred solution: Full refund

User's recommendation: Run the other way

1 comment
AlexTrac

Hi Doug A. This is Alex from Total Wireless.

We sincerely apologize for the inconvenient experience you had with Customer Care and with our overall service. This is definitely not the experience we want you to have. We'd like to speak with you again regarding your concern so we can properly escalate this and make things right. Kindly chat with us at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.

We look forward to speaking and working with you towards earning back your trust. Have a nice day.

Keonna M

Phone hasnt came but charged

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So first off, I would like to start by addressing the situation.

1.current phone damaged so i decided to order new iPhone 7 plus from them.

2 I have been with them since 2016, up until now I loved service. I have decided to sever ties completely after loosing $246.93

Okay, I called the company the night after I ordered the phone to see why it still said processing yet my card was charged.

I was on the phone from 10 am until about 6 pm and still had no resolution. I was transferred so many times that I became frustrated. I had so many hopes, yet everyone continued to fake help me and use their "tools". I never thought I would be scammed like that.

It said they refunded my money, yet that is still a no show (surprising just like the events that lead up till this review). My coworkers got the phone, and I wish they wouldn't have used the language that they did, but they saw how the company kept putting me in circles. Never ever using the service after this and I still have a month of usage. I thought I would trust these people, and to think that they still have my personal information.

1/10 STARS!!!!

AND I DO HAVE BANK STATEMENTS AND A ORDER CONFIRMATION FROM THE TOTAL WIRELESS WEBSITE. stunned by the treatment

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Loss:
$247
Pros:
  • Price of service
Cons:
  • Incompentency
  • Massive mistake

Preferred solution: I need a full refund and a total apology for this hot mess of a business.

User's recommendation: absolutely do not be naïve like me and spend so much money on a phone.

2 comments
AlexTrac

Hi Keonna M. This is Alex from Total Wireless.

We sincely apologize for the inconvenience this may have caused you. We understand where you are coming from. Let us take a closer look on what's going on so we can work with it and get this resolved. To assist you with it, please chat with us at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

We are looking forward to work with you. Thank you

AlexTrac

Hi Keonna M, this is Alex from Total Wireless. Our sincere apology for the inconvenience this may have caused you.

Let us take a closer look into what's going on and get this resolved. To further assist you, please chat with us at http://bit.ly/2lFFpmo. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

We look forward to working with you. Thank you.

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Jennifer C Nqa

I work in customer service, this is not how one behaves. weecould show two dialogues, how one should treat customer and 2, how one should not treat customers. The first employee, Edgar would star in t

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Extremely poor customer service. they put the request in for automatic withdrawal for yesterday, a little early as days ago . You would have received it, however, someone hacked my account, no choice but to destroy that card, my new one will be here later this week. I offered to pay with a credit card, your employee pretended that he did not hear. I told him that I had some important calls for early am, do not deactivate my card. He went and did it, disgusting. I now will have to go out and link up with another provider. I will not be treated like that.
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Pros:
  • Price is moderate compared to some others
  • Price of the phone and service plan
Cons:
  • Cusomer service

Preferred solution: Look at my account, that is any recording was done, The only person who was professional, efficient and pleasant was Edgar. I have always worked customer service whether as a Pharmaceutical Rep, Charge Nurse, Human Resource Manager or Event Planner. those

User's recommendation: Do not get, most of them do not appear to take customers seriously

3 comments
AlexTrac

Hi Jennifer C. This is Alex from Total Wireless.

We sincerely apologize for the inconvenience you have experienced with our customer service. Also, we're sorry to hear what happened on your account. Allow us to further check on it so we can have provide a concrete resolution for this issue. Please chat with us at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. Thank you.

AlexTrac

Hi Jennifer C. This is Alex from Total Wireless.

We sincerely apologize for the inconvenience this may have caused you. We understand where you are coming from and how frustrating this has been. Let us take a closer look on what's going on so we can work with it and get this resolved. To assist you with it, please chat with us at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

We are looking forward to work with you. Thank you.

AlexTrac

Hi Jennifer. This is Alex from Total Wireless.

We understand where you are coming from and we apologize for the trouble you have encountered with our customer service. We would like to take a closer look into what is going on and ensure there is a resolution for you today. For us to further assist you, please copy this link http://bit.ly/2lFFpmo and paste it on a new window for chat support.

You may also text HELP to 611611. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

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Jennifer B Hum

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

No one will help me ignorant rude

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Ok so i had purchased a simple mobile card be accident . i had 25 in caah and 25 on a card i always do it that way i put the card on at around 9 and about 10 i put the other 25 to make it my 50 plan n come to find out i just lost my money n no one would help
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Loss:
$65
Pros:
  • Good prices

Preferred solution: Deliver product or service ordered

User's recommendation: Boost

1 comment
AlexTrac

Hi Jennifer B. This is Alex from Total Wireless.

We sincerely apologize for the inconvenience this may have caused you. We understand where you are coming from and how frustrating this has been. Let us take a closer look on what's going on so we can work with it and get this resolved. To assist you with it, please chat with us at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

We are looking forward to work with you. Thank you.

Anonymous
map-marker Wichita, Kansas

Bad service

Been using total wireless for years. Up until 2020 was happy with it.

Then they changed their system. I had to buy a new phone $110 for their new system and was told it would be great. Since i got the new phone i'm having to spend another $20 a month for extra data. And the new service and customer service.

Suck. Will be going elsewhere.

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User's recommendation: Total wireless sucks bigtime

1 comment
AlexTrac

Hi. This is Alex from Total Wireless.

We apologize for the inconvenience we have caused you. We understand where you are coming from and we want to make it right for you. To further assist you, please copy this link http://bit.ly/2lFFpmo and paste it to a new window for chat support. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611.

We are looking forward to work with you. Thank you.

Anonymous
map-marker Ken Caryl, Colorado

Sent iPhone in

I requested my iPhone 6 Plus back and they claim they cannot find it. If she has not been resolved.

I will be taking further action. This is nothing short of theft/scam.

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Preferred solution: Deliver product or service ordered

1 comment
AlexTrac

Hi. This is Alex from Total Wireless.

We apologize for the inconvenience that you have experienced with our service. We understand where you are coming from. We would like to learn more about your situation and ensure a resolution for you. To further assist you, please chat with us using this link http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We are looking forward to work with you.

Susan Lko

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Go elsewhere.

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Total Wireless - Go elsewhere.
I had service with total wireless over a yr. I also added my boyfriend on the acct., and he provided his own phone. I was ready for a new phone, so bought a new Samsung Galaxy last year. My boyfriend and I split up several months ago, and I removed his phone from my acct. I contacted total wireless, and they told me it had to be done through smartpay, so I called them. They told me they couldn't do it, it had to be done with total wireless. It was a back and forth. I ended up paying for 2 lines for a couple of months, even though I only had one line. After going back and forth, I was connected to billing with smartpay who apologized profusely, and offered me a buyout of my lease. I went ahead and paid off my lease. That was done on Nov. 10, 2019. On the 20th my TW was due, however, I paid it on thd 19th. On the 20th, I woke up to a deactivated line.I have been on the phone every day since then. The 1st day, I was literally on the phone for 7 hours trying to get resolution. Back and forth began. Total wireless gets an error message that my lease still active. Smartpay, has paid it off and closed my acct. After 3 days, I had to go buy me a 50.00 phone and another 35.00 service card, just so I could call Smartpay and Total wireless. I am so fed up! Total wireless reps, first off, you cannot understand a word they say. They are extremely rude and incompetent. I have been hung up on a minimum of 50x. They always ask for a call back number, but I've yet to be called back. I think I'm going to hire a lawyer. Today is December 1st, and I've paid off a phone, that I can never use. alford_81468@***.com
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Loss:
$899
Pros:
  • Phone service is cheap
Cons:
  • Do not buy a phone through them
Reason of review:
Pricing issue

Preferred solution: Full refund

3 comments
Thomasina W Osu

Class ACTION LAWSUIT....contact me at babybomp@***.com

Thomasina W Osu

Girl watch out they will lie to your . Save all your records..record your conversation with them at all times

AlexTrac

Hi Susan A. This is Alex from Total Wireless.

We have read your review through this channel and apologize for any inconvenience you've encountered with the service. This is never the way we want you or any of our customers to experience. We've investigated your account, and are glad to see that your issue has been resolved. Should you have other inquiries or concerns, please do not hesitate to let us know.

For assistance, please copy this link http://bit.ly/2lFFpmo and paste it on a new window to chat with us. Our customer service is also available by calling 1-86*-***-****. We're open Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also use our self-service menu by simply texting the word HELP to 611611. We will be happy to assist you.

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donald i Pyx

This review is from a real person who provided valid contact information and hasn't been caught misusing, spamming or abusing our website. Check our FAQ

Verified Reviewer

Bad service

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Just the other day my service was cut off while i still had time left. This is the 2nd time they completely erased my phone number.

Also sent my motog6 phone back under warranty, and they sent me back a phone $35. This foreign company has horrible customer service people who barely can speak English and hang up on you when they say they are searching for something and put you on hold.

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Loss:
$200
Cons:
  • Unprofessional staff
  • Speak horrible english
  • Bad phones

Preferred solution: Full refund

User's recommendation: do not buy from total wireless

3 comments
AlexTrac

Hi Donald i. This is Alex from TotalWireless.

Please accept our sincere apology. We are very sorry to learn that your experience with our service was less than adequate. We would like to discuss the details of the issue so that we can address it immediately. To further assist, please contact us via chat at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST.

You can also text the word HELP to 611611. Thank you.

AlexTrac

Hi donald i, this is Alex from Total Wireless. We read you post and we apologize to hear about it.

Please chat with us at http://bit.ly/2lFFpmo for us to further assist you with your concerns. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You can also use our self-service menu by simply texting the word HELP to 611611.

We look forward to hearing from you. Thank you.

AlexTrac

Hi donald i. This is Alex from TracFone Wireless.

We understand where you are coming from. This is definitely not the experience we want you to have with our service. We'd like to speak with you to evaluate your concern and validate your account. Rest assured that we will iron things out with you.

Kindly chat with us at http://bit.ly/2lFFpmo.

For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information.

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