Total Wireless Customer Service Issues

I encountered an issue with my Total Wireless phone and was promised a replacement. After multiple calls, I received a box 10 days later to return my phone, even though I was initially told not to do so. Now, after 3 weeks, I have received a refurbished phone, activated it, and found out my service end date remains unchanged, resulting in me paying for two lines unnecessarily. Each time I contacted Total Wireless, I was given different information about my phone's status, causing frustration. Despite confirming my returned phone, I am still awaiting my replacement. Unfortunately, the refurbished phone I received only comes with a 90-day warranty instead of the 1-year warranty I had with my original phone. The customer service representatives have been unhelpful or unable to resolve the situation effectively, hinting at limited support availability.

Hello, I reached out to support regarding my order number: [redacted]. I had ordered a phone for a friend in an abusive relationship to assist in keeping her safe. Unfortunately, she has decided not to accept help and left with her abuser. The phone has not been shipped yet, and I am eager to cancel the shipment, stop the service, and receive a refund if possible. This situation is incredibly frustrating for me, both emotionally and financially. I really couldn't afford this purchase, but I wanted to support my friend. I feel betrayed by her decision, and I am hoping for a resolution, considering the short time since the order was placed. I appreciate your understanding. Thank you.

I purchased a phone, added minutes to it, and it worked for one day. However, it suddenly stopped making calls or getting any service for about two months. Just yesterday, it began showing bars of service again. I have been checking every day but didn't know how to reach a human for assistance. Please review my account to see why I could only use my service for one day after spending $30. I believe this is an error on your end, and I kindly request a reimbursement. If this issue is resolved, I will continue to support your business in the future. Thank you.

Hello, I recently bought one of your service cards to test it out, but unfortunately, it's not compatible with my cell phone. When I reached out to your customer service for help, I was met with rudeness as I inquired about getting a refund for the card. A supervisor even told me to sell the Total Wireless service card on the street, which I felt was entirely inappropriate. Furthermore, Best Buy refused to take back the service card, explaining that once it's purchased, it's automatically activated and cannot be returned. I kindly request a $39.00 refund to my account due to the incompatibility of your service with my phone and my current cell phone provider. Thank you. Judith R. 10/09//[redacted]

On September 12, [redacted], my Total Wireless phone was stolen. Despite my efforts, I couldn't retrieve it. On September 28, I spoke to a Total Wireless representative who assured me that he placed my account on hold until I could find the phone or get a new one for transfer. Three days ago, I tried to activate my new phone, but was informed it would take three days to reactivate my service. Today, I have attempted multiple times to restore my service but each call ended abruptly. I still lack service, despite assurances from the last representative that it was in process for 17 days. I would appreciate assistance with activating my service. Thank you and have a great day.

I recently bought a new phone from Total Wireless and transferred my number from AT&T. During activation, it prompted me to provide more information without specifying what was needed. After contacting customer service and having them retrieve my AT&T account number, my phone was finally activated. However, I encountered issues accessing my account online as it couldn't locate me. Additionally, I'm unsure if the $35 credit card was applied to my phone as I can't confirm it by texting the balance. I'm also struggling to transfer my contacts from my old android phone to the new one. While calls and texts are functional, I want to ensure all features work correctly, or I might consider returning to AT&T with my old phone.

I recently made a purchase from Total Wireless for my granddaughter, but encountered a frustrating issue. Despite receiving an email receipt and being charged on my credit card, the customer service representative initially claimed there was no record of my order. This led me to purchase another phone elsewhere due to the time sensitivity of the matter. After a long phone call, it was eventually revealed that there was indeed an order, although the representative refused to cancel it even though it was still pending on my credit card. I am now left unsure of whether the phone will be shipped and I no longer wish to proceed with the purchase. I am grateful for the protection offered by my credit card company in such situations. This experience has left me disappointed with Total Wireless's record-keeping and customer service, although they seem efficient at charging customers.

I had two lines, one for my grandson, which was cancelled on 2/1/19. Despite the cancellation, I have been continuously charged for both lines. I was informed that a refund could not be processed without his number associated with my account. Even though I was promised no charges for the following month, they continued. After speaking with three representatives without success, the fourth person mentioned the issue is related to my account being on auto pay. I was never informed about this requirement to avoid being billed for the additional line. I am seeking assurance that I will not be charged for his line next month and would like a refund for at least one month due to the lack of clarity in customer service communication.

During my recent trip to the US, I bought Total Wireless products, which included a SIM card, a 30-day voice plan, and a $10 data top-up. Unfortunately, I couldn't use the products because when I contacted Total Wireless support, they claimed the SIM wasn't compatible with my phone, even though it was advertised as working with Verizon phones. Despite Total Wireless advising me to get a new SIM, I confirmed with Verizon that my iPhone 6s should be compatible with their network. I couldn't find the new SIM card at Walmart and didn't have time to wait for shipping. Walmart also refused to refund my purchase totaling around $40 plus taxes. I am seeking a refund from Total Wireless as their packaging specifications led to this issue. I can share more details about the products I bought from Total Wireless if needed.

I recently paid off my iPhone X from Sprint with the hope that it would automatically unlock the phone for me as the store employees mentioned. I then purchased a Total Wireless sim card to use with it but faced difficulties using it. Sprint informed me that it might take 72 hours to unlock the phone. In the meantime, I decided to use an old spare phone. I purchased another SIM card and tried to activate it through their website with the IMEI number. However, I encountered issues during the process, including being charged for multiple attempts without success. Despite multiple tries, the new SIM still didn't activate, leaving me with added charges on my credit card and no working phone.

A few days ago, I contacted the customer service to request a specific phone number change to the one my late son used to have. However, instead of processing the change as requested, the representative without my consent, deleted my original number and replaced it with a randomly generated one. As a result, all the saved voice messages, songs, and pictures of my deceased son were lost. I had to escalate the issue to a supervisor to revert the change. The representative made this drastic change without informing me, which led to irreversible data loss. I specifically did not want a randomly generated number and feel devastated by this oversight. It is crucial to retrieve my late son's saved memories as soon as possible. It is unacceptable that this was done without any notification, and I expect appropriate action to be taken regarding the representative's behavior.

When contacting them via phone or online chat about my issues, I often encounter inconsistencies and receive misinformation. I struggle to escalate my concerns and improve the quality of customer service I am receiving. I wish to communicate with a higher-level representative to ensure that my customer service problems are being addressed properly. Additionally, I aim to verify or correct the questionable information provided by the customer service representatives.

Hello GetHuman, I have not received any response from you regarding my issue with Total Wireless deleting all my saved voicemail messages without any explanation. I initially contacted you in July and provided all the necessary details, but unfortunately, no action was taken to assist me. Total Wireless changed my phone number without my consent but reverted it back after I spoke with a supervisor. However, in the process, they deleted all the voicemails from my deceased son, which was the only memory I had of him. Despite it being their mistake, they were unsympathetic and claimed the messages couldn't be recovered. As they didn't inform me beforehand, I didn't have a backup. I've been reaching out to GetHuman for assistance, but all I've received are requests for updates, which I don't have. I was hoping you would contact Total Wireless on my behalf since they have been uncooperative. Can you please confirm if you will be helping me with this matter? Thank you.

I added $25 to my phone on August 8th. I was not able to see the service days on my phone screen. After contacting customer service, the male automated voice mentioned a pending transaction and asked me to call back once it's processed. I've attempted to reach out multiple times today, but have been unsuccessful in speaking to anyone. I am frustrated as I have already paid $25. Can someone please assist me with this issue? Thank you.

I've had service for 11 months continuously, but last month it stopped working. I have [redacted] available reward points out of over [redacted], and I wanted to redeem them for a talk and text plan refill requiring [redacted] points. The live chat informed me that I have to wait 30 days for the remaining points. This situation is not helpful as I need service and lack the funds. I accumulated these points over almost a year and am only a few short of redeeming them, although they are not currently available. I've had better experiences with other carriers offering free minutes to help maintain service continuity. This lack of assistance is disappointing customer service. If no one can help despite my loyalty over the past year, I may consider switching from Total Wireless. I'm simply asking for what I've earned. I'd appreciate your assistance.

I had an issue with my new phone during the setup process and contacted customer service multiple times but did not receive satisfactory assistance. I spoke with several representatives, including employees with numbers [redacted] and [redacted], and later a corporate representative whose name I could not understand. Despite my request for compensation due to the time wasted, I was not offered any resolution. Eventually, my phone issue was resolved on its own in the early morning hours. I am disappointed with the service received and hope for better training for your representatives. I am a loyal customer and would appreciate a gesture like a credit or free month of service to address this matter. Thank you for your attention, and I look forward to hearing from you promptly.

Hello, I was thinking about switching to Total Wireless a few days ago. During the process, I discovered that my old service was actually cheaper, so I informed one of your representatives that I changed my mind and asked them to cancel the number transfer request. I woke up today to discover that my service on Republic Wireless was canceled with no new service activated. I need assistance getting back to Republic Wireless and retrieving my original number. I am traveling soon, and it's crucial for me to have this resolved quickly. I truly appreciate your help with this matter as I really don't want to lose my number. Thank you.

My service indicates it's active, but unfortunately, it's not functioning properly. I recently purchased a new phone with a $60 active pin. I kindly request assistance in resolving the text and data issues with my phone or a refund for the card. As the service is meant to last for 30 days, I expect the countdown only to begin once my phone is operational, not from the point it's inaccurately deemed active. The process of getting my services running has been disappointing, with difficulties in calls, texts, and data. It feels like a fraudulent situation, and I hope for a gesture of goodwill, such as a credit to my account, to show appreciation for my business. To rectify the situation, I would appreciate a $10 credit and for my 30-day service to kick off tomorrow when things are functioning. I would be grateful if you could investigate and address any service issues promptly. Additionally, I've noticed that your website states service hours until 11:45 PM, but customer support has not been available past 5 PM.

It has been a week since I got a new Samsung A10e from Total Wireless. The phone's data is slow, the hotspot isn't working correctly, and another phone on my plan can't access data either. I am frustrated with the lack of proper programming and service. It seems like the customer service representatives are not helpful, and there might be a communication issue as well. I believe they lack technical expertise and efficient support. The automated system is not user-friendly, and it's hard to reach someone who understands the problem. It's disappointing that the service quality has declined over the four years I've been with Total Wireless.

My phone is not detecting my SIM card, and when I checked my IMEI or MEID number in your system, it wasn't recognized. Despite having sufficient minutes on my ZTE phone according to my account, my phone shows that voice and data services are out of service. Even though I have paid for the $50 unlimited plan two weeks ago, it seems like my service has been disconnected without any explanation. As an apartment manager and a cell phone repair technician, having a functional phone is essential for my work. Please reactivate my phone for calling, texting, and 4G LTE data internet. Thank you.