August 2019 by Kate M.
If I could give ZERO stars, I absolutely would. This is by far THE most unprofessional company I have ever dealt with. I didn't visit this location, I'm talking about total wireless as a company. We had their service for a few years, and the service of the phone was fine. Nothing spectacular, but worked where we are generally. Their auto-pay option is cheaper, and convenient-so why not right? Well, because they will double charge your account repeatedly and then deny it. We had to contact our bank, and spend 4+ hours on the phone and wait 1-2 weeks for a refund. Every single service call, even setting up new phones, takes several hours, I'm talking 4+ hours. Furthermore, total wireless had my daughter and I switch SIM cards in order to set up a phone for her, at which point my voicemail stopped working. After countless hours on the phone and online chats with total wireless representatives, and re-starting my phone two dozen times, they wanted me to purchase yet another SIM card and call back to set that up. An apple rep and I were on the phone with a total wireless "manager." The apple rep politely let her know that we have followed the same troubleshooting steps several times on the same call over various total wireless representatives. The total wireless "manager's" reply? "If you are not going to follow troubleshooting, sounds like you are not going to then call back someone else at total wireless..BYE!" We were both absolutely floored by the audacity and unprofessional-ism. Another disconnected call, most of them conveniently never came back from hold or sent us back to the automated system. They all read from the same script, and have you re-boot your phone over and over and over again. None of them actually have any tech support knowledge what-so-ever. Furthermore, they couldn't seem to understand that the voicemail is built into an apple device and could not be downloaded from the app store, or uninstalled and re-installed. In case you weren't aware, the carrier owns voicemail rights and has complete control. They supposedly reset my voicemail several times, one time taking 4 hours JUST for the reset portion, not the entirety of my support call. We purchased unlocked devices, which total wireless locked. I was told it would be 48-72 hours before they could be unlocked, despite my service ending in one day. They assured me they would extend my service end date until that process was complete. They didn't. In fact, my phone didn't work any longer after we ended the call. My husbands and daughters did though, and then the next day mine worked but theirs did not. We called back to ensure the phones were unlocked before inconveniencing another company with their delay. I was on an online chat, my husband walked in the door from work and unbeknownst to me was on a call with them as all. The funny thing about this is that the online chat rep assured me that mine and my husband's phone were unlocked. My daughter's was still not. The rep on the phone told me husband none of them were unlocked. They referred us to another department, who specifically handled the unlocking requests. They were supposed to send us email confirmations of the unlocking. Assured us that they had while on the phone with us. Never came through, and yes I checked the spam folder. We've now switched our service to Verizon, and you guessed it, still haven't received that email. My husband has had his phone number for 5+ years, I've had mine for 10 years. We couldn't carry our numbers over. Or you know, we could've, but they'd have to place us on hold and transfer our call, and again and again. Eventually we just hung up and cut our losses. I couldn't spend another minute on hold, or being transferred because no-one knew how to do these simple tasks. After two weeks, several hours on the phone and online chats, each day, they were unable to give their customer a standa
