totalbyverizon.comReviews of totalbyverizon.com

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.