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Report: #1453724

Complaint Review: Total Wireless - Miami Florida

  • Submitted:
  • Updated:
  • Reported By: JehRey — Martinez GA United States
  • Total Wireless Miami, Florida United States

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My wife and I switched to Total Wireless on Verizon because Cricket on AT&T did not have a good signal in an area we needed service. Since I use about a gig of data a month and my wife seldom uses any data we got the $25 plan with no data and then purchased add-on data that should have lasted us 6-8 months.

I put two $10 add on data cards on my line and one on hers. Every thing was fine until a couple of days ago I got a text saying I needed to buy more data. I go to 611611 and it says I have 8.29GB data. Since we were out of town I decided to wait until we got home to call.

The next day we stopped in Atlanta for my wife to do some shopping and I asked to use her phone to get on the internet. It would not connect but the app said there was 4.7GB data. About ten minutes later a text says data balance is 0. I spent two hours in chat after getting home to no avail.

The next day I spend three hours on the phone with Tracfone corporate representatives. They say the data was used. Transferred to multiple supervisory personnel with the same story. I asked when it was used and was told that they can only see I used 1GB on my line in July.

One to 1.5GB a month is our normal usage. They can not provide any info for June, when we switched to them. I looked on the internet and saw this was an issue and asked them to prorate the monthly fee and switch us to the $60 2-line plan with 15GB data although we never need that much. They will not prorate the fee!

They take $26-27 of data and refuse to prorate the service. After looking on the internet I see why Carlos Slim is the world's richest man, data theft! We will put up with the gap in service and switch back to Cricket.

We were fine on their $30 2GB plan and on a couple of occasions I wanted more data I switched to the 5GB plan and when I switched back to the 2GB plan all charges were prorated, all done from the app on the phone. With Cricket and AT&T your money stays in the US and doesn't go to Mexico.

Reason of review: Poor customer service.

Monetary Loss: $27.

Preferred solution: Let the company propose a solution.

I liked: Coverage. 

I didn't like: Data theft. 

This report was posted on Ripoff Report on 07/27/2018 03:33 PM and is a permanent record located here: https://www.ripoffreport.com/reports/total-wireless/miami-florida/total-wireless-tracfone-lost-data-and-refuse-to-restore-miami-florida-1453724. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
2Consumer
0Employee/Owner

#3 UPDATE Employee

Total Wireless Tracfone Lost data and refuse to restore. Miami Florida

AUTHOR: Tracfone - (United States)

POSTED: Wednesday, August 01, 2018

Hi JehRey

This is Mellannie from Total Wireless. I regret knowing about what happened with your data balances and how the call and chat went through. I respect your decision to switch or transfer but I really hope that we can still salvage you being one of our valued customers. Please know that we don't tolerate a disrespectful attitude from our customer service representatives and that this will be taken seriously to improve our customer care. This has been very frustrating on your end but I do hope that you can still find the time to contact us back through the channels I previously provided. Thank you for raising this concern with us. We are looking forward to helping you fix the problem.

Mellannie
Total Wireless

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#2 Author of original report

Call Customer NO Service?

AUTHOR: JehRey - (United States)

POSTED: Tuesday, July 31, 2018

Mellanie, you say call Call Customer NO Service? After eight hours in chat and on the phone with Total Wireless and Tranfone Corporate I fail to see how this would help.  They say in the last 30 days I used 761MB data and my wife's line used 52MB.  So with that as our data usage and you unable to account for the rest, you keep saying all the data was used.  Youy 611611 system saya we have 8.29GB and 4.7GB data remaining.  Used 8.29GB and 4.7GB on the other line in the half month of June we were with Total Wireless?  My data usage over a month averages just over 1GB.  My wife only checks the weather on her phone, no news, no email, nothing else.  Here phone only used 300MB because I was running Speedtest on the phones to see how fast data was running at various locations.  After playing with that I turned off LTE because of the data drain and 4G/3G is fine for email and checking news and sports scores. I never stream music or video. Why would I waste my time?  Miami BBB, the FCC and FTC have already delivered my complaints to Tracfone Corporate Office.  I will see what kind of crap story you provide but please understand, we will be back on Cricket Wireless at that point.  Your company. multiple reps refused to work with me to solve the problem.  i was always wrong and you were always right.  I had a legitimate problem and your reps treated me with disrespect, one even calliogn me a liar.  

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#1 UPDATE Employee

Total Wireless Tracfone Lost data and refuse to restore. Miami Florida

AUTHOR: Tracfone - (United States)

POSTED: Tuesday, July 31, 2018

Hi JehRey

This is Mellannie from Total Wireless and I have read your post in this blog. I am so sorry for the inconvenience you have gone through. We would like to further investigate and look for the best possible resolution. You are one of our valued customers and we want to do our best to fix the problem. Please give us a call at 1-866-663-3633 for further assistance. Our customer service representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the word Help to short code 611611 to view our self-service menu. Thank you.

Mellannie
Total Wireless

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