totalbyverizon.com Arvostelua 110

I bought a Total prepaid phone through Verizon. It has been a nightmare. I have been without a working phone for 48 hours and have spent hours trying to problem solve. Finally decided to return the phone because no one could help me resolve the issue. Total was going to try to charge me a fee to unlock my phone.

After just 6 weeks you quickly SUCK! Can't get timely customer service. You took 1,000 points, but didn't give me my extra data! Visible and Total SUCK!

‘Rachel’. was very rude. She acted as if she could not hear me having me repeat my email several times after already sending e an email a few minutes earlier. She did not want to give e a transfer pin and said she would send it in an hour……trash

My wife n I have used Total wireless for several years. Service is excellent. Verizon recently bought the total network. From the very first month. Minor increases went into effect. The most notable being a 28day billing cycle. That provides Verizon with 13payments a year instead of 12.
They also don't mind billing 1 person for 2 lines of service for 1 number. If you choose Total, be wary.

Because of a store employee not know what he was going I ported over my phones I came for a promo and I got pretty much scammed stay way from this place customer service is useless they can't help apparently their stores are 3rd party and they are not responsible for thier actions even though they sell their plans

I have been with total by Verizon wireless for five and a half years and was set up for Auto pay. My payment was due at 12:00 a.m. on the morning of October 2nd 2024. Before I went to bed on the 1st, I made sure to unlock my card even though it doesn't have to be unlocked for them to get the $60 payment for mine and my wife's phone. I woke up on October 2nd and saw the money had not came off my card so I pulled up the total by Verizon app and it showed that our phones were inactive. I have to have my phone for work so I immediately went in and manually made a payment for our phones. The next day on October 3rd, they attempted to take another payment off my card but I had already made the payment so the money was not there. Therefore I was charged and overdraft fee for the attempted purchase. I didn't realize it at that time. The next day on October 4th, they tried to run my card for 2 months which was almost $118. It declined as well. They turned right around the same day and tried to run it again for one payment that went through because by that time I had money on my card. I called them because now I'm paid all the way up until December and the money that they took off my card was actually part of my rent money that the landlord was coming to get later that evening. I called totaled by Verizon and told them what happened and now I have multiple overdraft charges and they said they would return one of the payments that they took. It took two more days to finally get the money back into my account but that left me in bad standing with my landlord. That was a terrible experience and was completely needless. My payment had already been made! I told total by Verizon to take me off of auto pay and never, never, never to ever try to take another payment off my card. After almost 6 years of being a customer and this not only caused a problem with me not being able to pay my rent but it also charged me overdraft fees. I will be looking for another wireless provider because that is terrible customer service and this will never happen again! No one has bothered to reach out to me to apologize for the inconvenience or offer any type of compensation even though it costed me money for them to keep trying to run my card or anything. I will not be staying with this company any longer, once I find a provider that I am happy with. They just lost a very good customer that has been with them for a long time. I hope they are happy!

Bought the phone yesterday. Put the 30$ on the phone set it up and the phone won't let my son on the internet. They said he has zero 5GB. Andbthey can't fix it and they can't refund it.
This is terrible service. They want me to buy more. Why? So they can steal some more money from me.
Don't fall victim to this company.

our family has had 5 to 6 lines for the past 12 years 5 now my phone has been off line for 3 days now. Been on the phone with them 3 times for 9 plus hours. Our phones are paid for but the first day after payment none of them worked, 2nd day 4 of them worked!! 3rd day 3 of them work!!! Just one moment is what thay say??? Lots of moments add up tp be days of paid service with no service your service sucks now i know why it is cheaper cause it sucks

Went into the Englewood location, and the associate Rosa was so friendly and provided the utmost positive experience. She was very knowledge about company products. If I decide to go this route I will return to her.

Horrible service and customer support is the worst I have ever experienced in my life!

This has to be one of the worst cellular companies in terms of customers service by far. I mean unbelievable lol smh just wow.

Here's what happened...

I called into total by Verizon as I wanted to port my number over to Straight Talk given that there plans were $25 / month ($50 for 2 lines) in which my Total by Verizon service plan was $110 / month (somehow it converted to $85 a month I think when they realized I wanted to port out to ST).

Here's the issue, one of there offered us a better plan to retain our business, in which we entertained, however there was a discrepancy in which we decided to not go forward with her particular offer do to miscommunication on what I would believe to be on her behalf, however if I'm being generous we will sum it up to a miscommunication on both of our behalf (Her and my GF were talking I was just listening on and off as I was doing something else during their phone call).

Now ... Once we decided not to go forward with the new plan proposed by that particular TBV rep, it seems that we ended the call with my phone deactivated even though my service was still active at that moment.

We then called in to see why it was deactivated and they had nothing for me other than my service was suppose to end that particular day (however my thing is, well let's allow it to end and I'm sure there would have been some sort of grace period) and the fact of the matter is, the rep we were speaking with manually deactivated my phone service so either her or another rep should have reactivated it.

Now here's where the real issue came in... 8 called in and spoke with management (two different managers who where highly I'd dismissive and very rude). I decided to look for other services for my line in which I signed up to Tello.

However the next day, we woke up and it appeared that total by Verizon reactivated my line and deactivated my 2nd line which was my GF phone in which her plan was suppose to go into Sept 18th and it was deactivated on Sept 9th.

We called in to voice this and they had nothing for us outside of saying it was a system error. Now while I can't prove it, I would wonder if someone deactivated her line out of retaliation.

Whether it was intentional or a system error, TBV refused to resolve it right away, as the manager I was speaking with told us we had to wait 24 hours lol in order to get our phone that's was supposed to be active reactivated.

We had a business call that particular day that we needed to be in attendance for, so I told the rep that we couldn't wait 24 hours and that I would have to port my line over to Tello because my gf was going to need a phone service that day and beside that I wasn't willing to go 24 hours with a phone, because that's the point of paying them, which is to use the service that we paid for .. like that's the point of paying them. Lol

Anyhow I then asked for a pro-rated refund in which every rep in management that I spoke with profusely refused to honor that request.

To sum things up, I do not recommend this service at all, and I feel like management or the CEO needs to create better policies that will help them company provide a better service to their customers.

The reps are pretty rude and seemingly lack the skill sets to retain customers and provide viable solutions that will have a customer walking away happy with their service.

In fact it will motivated to leave a review and make a FCC complaint asap.

If you need a quick phone at a good deal then maybe this service is good for a temporary solution ,however long-term and because of there customer service I don't think this TBV is resourceful.

Member IDs
Jie #522093 Jie
No name 519674
Jimerie #521555

Support ticket reference numbers
1304976336

There were more calls that I didn't get the reference numbers for, however these are the calls and members that stood out or that I documented. I also have recordings of the calls for proof that the managers I spoke with were not interested in helping us out or not at least to our reasonable satisfaction.

Customer service is horrible because they repeat script reading several times when it is not the solution or explanation to your issue, kind of like a chat bot with voice. You should expect to spend a minimum of half-hour when contacting their customer service.

Their website for ordering more than one line of service is counterintuitive. I had to pay for physical SIM when all my phones are eSIM capable. There is no option to checkout with eSIM for my phones. I am expecting to spend lengthy time with their customer service because I will need to activate my service via eSIM when I will be receiving physical SIM.

Liars and cheats. RUN, do not walk away from this provider. Dishonest and incompetent.
I have been with Total Wireless/Total by Verizon for years, the cellular service is comparable to Verizon so no complaints there. But the problem is with their customer service, it sucks. I am the dad providing a 4 line plan to my family (wife, 2 daughters, and myself). My youngest graduated University, landed a job, had problems with her phone not working correctly, bought a new phone...same problem. After calling repeatedly she decided that it was worth it to drop off dad's free plan and pay for a different service provider that actually worked. BTW, that solved her problem, the issue was with TbV. I called TbV to have my plan changed from 4 lines to 3, no problem. I could not login to my account because my email address was tied to a defunct account. TbV told me that I need to get a different email address...NO! After multiple calls I finally talked with a rep that fixed this problem...it took MONTHS to get this fixed. They have NO escalation path, so my advice is to keep calling back if you have an issue. My other daughter had issues, so she purchased her own service. I called prior to plan renewal in July and had them verify that I would be downgraded to only 2 lines. I was charged for 3 lines in July and August. I called repeatedly and they first said to wait for the refund, then they said that I was not eligible for a refund because the plan had "usage". The "usage" was my wifes an my phone, nothing was configured for the 3rd line. This explanation did not come until after the August auto pay. I filed a complaint with my bank and the Attorney Generals office. They will not allow me to change my plan for the next month without forfeiting the remaining service (ie. I had to call back on the exact day that my plan was to renew). TbV finally agreed to refund the overcharge, but they refused to refund the WHOLE difference, they discounted it by almost 1/2. I have spent almost 3 hours on the phone trying to get this fixed, I am done. I had them issue the partial refund and will not be renewing my service. I am now shopping other providers.

Don't waste your money. It is not worth it. First able customer service from TOTAL VERIZON> who attended me on 08/28/24 @ 4:25 pm Spanish speaking was ignorant, unprofessional, and didn't know what to do at all to help me to get this phone activated. This phone is from them TOTAL VERIZON> since is a "branch" from Verizon, I told Verizon and explained to them that I bought this from Total verizon> phone and that I wanted to add this phone to the 5 family lines plan that I already have with (Verizon). They said that they were gonna send me a SIM card and they did sent me the SIM card but they send it to the wrong address and UPS was required signature receiver that at that point there was nothing UPS could do about it unless I just let the package to return because I didn't have the membership UPS My Choice® for them to update my shipping. That is when I contacted TOTAL VERIZON> explaining to her on 08/28/24 @ 4:30pm the situation and asked her that If she could help me to activate the phone, but she didn't want to help me to set the phone because it was was telling me that Verizon was supposed to do the activation unless If she receive back the SIM card Verizon sent to me. Then I told her that she was not gonna receive it because TOTAL VERIZON> wasn't the one who sent the SIM card. Still she didn't know what to do to give me options, she didn't even ask for the IMEI of the phone, not even submit and investigation of why the phone I bought came "without" SIM card, didn't even ask me or help to see if the SIM card was attached to something on the package, nothing (NADA).. Stupid, very bad experience and unprofessional and on denial. Also, when I called Verizon, they told me that they were supposed to do it since the phone was purchased from them.

I even paid for an upgrade on a Motorola phone. Not even 6 months the damn thing is malfunctioning. My apps don't work. It doesn't show me when I have a voicemail message. The audio goes dead that I have to restart the phone when I have to use youtube. Pure junk. This company I feel belongs in the middle of mexico. The service is absolute crap. I have two bars all the time. If you do not have Wi-Fi do not bother getting the service cuz you will need your own Wi-Fi to power it. And how about some people that actually speak English trying to sell you a phone? I'm sorry but Verizon should be ashamed of this. You look like MetroPCS with a mask. Junk Just Junk plain and simple.

If you ever think to switch the cellular provider!! Never ever go to total by Verizon, specially to the one that is at 200 W Lincoln Ave, Anaheim, the person that works here, told me! That he opens at 11 a.m, but he always comes around 11:20 and when he in the computer, trying your information, he takes forever, the worst service

I called customer service to refill my plan. I spent over 2 hours on the phone with customer service just to get disconnected at the end of the call and for my phone to be unregistered from their network by disabling me from dialing 611 back. I purchased a 15 day plan with 10 gb of data. Verizon capped me at 5 gigs & I could not utilize the other 5 gbs of data. I asked to be accommodated for the 5 gbs they would not allow me to use. Everyone I spoke to in customer service advised me what they couldn't do. They could not refund me for the service I previously paid, they couldn't get me a manager to speak with, they couldn't find any alternate resolution to rectify my problem. A service I paid for that I could not utilize in its entirety. It would've been nice to hear or had been told what could be done, rather than not. There was no total care. I spoke with Aldwin in the refund department and he advised me he can't refund me anything because the plan that was used had been expired and he was unable to reference or confirm the use of my data. After informing him that's not my problem because I did not have anything to do with the selenite development of their software or systems, I offered to send him my text i received from Verizon informing me I had reached my max data at 5 gbs. Aldwin, who was supposedly a manager in the refund department, advised he could not receive that confirmation via email or sms text. I then asked who's fault is it that he can't confirm what he needs to refund me, he then said it was my fault. I asked him to repeat it, and then he denied he said it was my fault. After I asked for an Alternate manager he refused to get me over to one. He said he couldn't transfer me and I'd have to callback to speak with someone else. After further escalation, he transferred me to the corporate office where I spoke with a rep for 30 seconds before I was disconnected and unregistered from the network. Worst customer service experience ever.

DONT USE THIS COMPANY
I had to Cancel my plan due to the service being unreliable.
Tech support was no help.
Requested a refund from Customer service.
They said it would take 3 - 5 business days.
10 days later no refund called again told 3 - 5 business days.
Again 5 business days later no refund.
Called again now refund will take 30 days blamed my credit card company.
I was on autopay and they always took it immediately on the day.
Verizon are terrible all customer and tech support is not based in the USA.
THEY JUST WANT TO TAKE YOUR MONEY.

If you are ever in need of new phone service, DO NOT GO TO TOTAL by Verizon. I got a phone in-store three days ago in store in District Heights by Silver Hill Rd. The internet stop working literally after leaving, I've been having to make random chats with service people who keep asking the same questions and giving me the run around. I haven't been able to reach anyone at the store location. By phone...it's been nothing but a hassle. If you don't have them great! Don't switch its not worth it.

I called to get my grandma the $30 single phone line plan. Verified with the rep multiple times it was the $30 plan. They charged for the $60 plan. Called back immediately and was told I would get refunded for the difference. Called back a week later was told they were sitting on it and give it another 5 days. Called back and told they can't do anything about it since data had been used. My grandmother is 90 she doesn't use that much data. My grandmother is on a fixed income so it's nice to know there are companies out there like total by Verizon that are willing to screw over the elderly. The customer service is awful and just gives you the run around if you actually have any problems. They are the ones that messed this up in the first place and then will not fix it. They company was much better before the Verizon take over. They actually seemed to care about their customers.