Total Wireless

I was trying to find out if a certain text was actually from Total Wireless..Lost alot of Data & they managed to get email address off me too...I saved them & will be sending them to BBB Afterwards I thought I need to contact Total Wireless & let them know these scams are good'
Better let customers know any promotions etc from Total Wireless will only be given certain ways to their customers. Well that was STUPID sitting here an hour later sending a note to media because I can't get anyone nor help...I can't do it after 11:45 pm
So I did honest give very poor #'s on survey out of Anger..Sorry But to reassure you about one thing...At Walmart last night..talked to a couple..They wanted info about Total Wireless..I gave you great reviews.. informed them of some things you actually will be coming out with etc He's gonna get Total Wireless sign up for automatic refill & is looking into the newA media boxes for Data.

Unresolved issues of phone network unlocking. Will not waive fee for unlocking upgraded phone.

I've been a loyal consumer for over 5years and my loyalty and length or service means nothing to them. I'm unsatisfied and pissed how corporate and team members made me fill like my length of continuous service meant nothing to them

I had a Samsung galaxy S21 refurbished phone, the phone would no longer charge and it was still under warranty. I returned the phone to totalWireless on October 7th2021.

I have been told numerous times that the phone has been shipped and I should receive it within 3to5 days.

As of today I still have not received my replacement phone or a refund. I was told Saturday that someone from corporate would be calling me and I still have not heard anything from anyone.I have a ticket number for this transaction also I was told due to the fact that the phone went to a different warehouse so they can not refund my money.

Brother-in-law made the switch to Totalwireless and didn't have any issues. Service, on paper, offered more at a lower price.

I decided to make the switch and the transition was not pleasant experience. It was not a smooth process, just to activate the sim cards! After that two out of the three phones didn't have issues (one was purchased through them). One phone that I brought in, could not send or receive texts.

After many hours on the phone, was able to receive sms text, but mms service was not working. I even had to perform the dreaded factory reset, losing everything and having to set everything back up.

After two more days of tech support, including one rude agent and one helpful one, I gave up on them. Did my own research online and after some experimentation with the settings, got everything to work after two weeks! So I was charged full price for a service that I could partially use for only 2 weeks on one phone.

Call quality was not great. Data is not that fast, even at non-peak times with full bars of service.

Summary:

Transition to their service - .5 stars (can't give zero stars, because I eventually got it to work with lots of help from tech support (none of which worked) and the internet.

Quality of service - 3 stars

Call quality not clear. A couple dropped calls, but not many. Data is slower than I'm use to compared to previous service provider.

Barely good enough for video streaming services, usually you can get high-def, but on occasion it will downgraded. Also if you just sit through a show and don't jump around, you should be okay. Personally, if I miss something, I like to rewind.

The delay is slightly longer (about 2 seconds) for it buffer.

This applies to all phones including the one I purchased from them.

Their account interface is frustrating to use, because some of the links you click on would not work.

In summary, it's hit or miss. Not the worst, but certainly no where near the best.

I have called every day since October 5th. October 3rd is when I originally order my cell phone.

it is now October 23rd I still haven't received a phone. I talked to customer service at least 11 or 12 times they still have no answers for me. I keep asking them why can't you cancel that phone and send me a new one. They have no answer for me.

The one I have heard every single time is let me switch you to another department they'll be able to help you and then I get cut off or disconnected. Total Wireless has had me call FedEx two or three times. When FedEx hasn't even received the package yet! They've had me call SmartPay because they've tried to blame it on them!?!?

SmartPay already received my payment and told me they're not a phone manufacturer they don't send out cell phones!!! SMART PAY COLLECTS PAYMENTS ONLY TOTAL WIRELESS!!!!

So what is my next step. I've been hung up on I do not call and yell or be rude with any customer service agent ever when they answer the phone but this is just getting out of hand they also told me that I can't get a refund until I get the phone in the mail and send it back if I got my phone I wouldn't have this damn problem!!!!!

A rep gave me a code and said to give it to a manager, and they should honor it. They gave me the round around.

They don't care about the consumer. All they want to do is take your hard-earned money. They don't care if you're homeless, if you're down to your last dollar. I purchased $210 hotspot card.

They said they don't have anything like that and hung up. I called back, and they were very rude to me, I'm a veteran, and it was on Veterans Day. They told me they would not honor anything, and it's not unlimited data it's 5gb for phone and 5gb for hotspot I had them since 2019, and it was never like that it was 10gb for hotspot and unlimited data. This is not a good phone company you should have.

Everyone should switch to GoogleFi. That's the best company to go with.

If you like dropped calls and like total wireless selling all your information. Then this is the company to stick with!!!!

They do not deliver what they offer. They don't tell you that if you want to use a different carrier it will cost $125 to unlock your phone before you have 12 months of paid use.

They read to you off of a paper that they are required to read and are unable to think for themselves. They answer the calls from some chicken ranch and would rather spend $300 to go to an Independant Arbitration to avoid waiving that $125 feeDO NOT USE TOTAL WIRELESS

On 09/08/20/2021 @ 1:04pm i called 844-467-**** (smart pay lease) because i had 3 extras charges and total wireless stated it was smart pays fault. Alejandro team member of smart pay answered the call and tried to help me to find out why i was getting charged and why i didn't have no gigs available from one day to another.

He got transferred so many times until someone named MARIA answered the call. She was a very disrespectful rep, she never offered help she said that if i just wanted to chit chat to let her know and that i wasn't listen to what she was saying. She didn't bother to check the account she stated the other payment wasn't there. Alejandro clarified and repeated several times that the customer was charged, she went out of her character not only with me(customer) but also her coworker.

She repeated several times that i can get a refund when i have never asked for that. I told her she was very rude and she asked Alejandro to please disconnect the call immediately because she couldn't help us and transferred the call to refund department. This is unacceptable. She treated me very mean and disrespectful.

It is a shamed to have people like that "taking care of our issues". She never apologize for no word or attitude she had with us. I really would like to cancel my line but unfortunately i need it.

Money is not the problem, like she was trying to make it seem. That is very offensive to a customer not to mention the time we spent on the phone)

I spent 3 hours on chat with the "customer support", after almost one hour I asked for the manager, it was denied, the chat was disconnected, repeat three more times. after 2 hours in repeating useless instructions about restart your phone, etc.

I was finally connected to the "Manager Edgard" who was as helpless as the rest of his team. He suggested that my phone was defective and I need to get a new one, because they could not see any network issues in my area.

Reasoning did not help and he simply disconnected the "help line". IN THE MEAN TIME THE WHOLE AREA WHERE I RESIDE IS OUT OF SERVICE...