Catherine R.
I opened a Total Wireless account in…2024
I opened a Total Wireless account in late December 2024 and was assigned a U.S. phone number. I obtained that number for a limited but important purpose: to complete U.S. banking and related online transactions while living in Italy. The line did not work properly. I could not receive calls, and I could not receive text messages. In practical terms, the service did not perform the function for which I purchased it. When I eventually contacted customer service, I was informed that my number had been terminated after approximately three months of non-use. Even accepting that explanation at face value, what followed is indefensible: Total Wireless continued charging me $30 per month on auto-pay after terminating the number. They continued taking my money for a service they were no longer providing and, because the account was terminated, I could not resolve online. Because I live in Italy, I initially assumed the problem was a technical issue related to location or delivery. Instead, the real problem was that Total terminated my phone number and account access, and yet the recurring charges continued. In an effort to resolve this problem, I spent nearly three hours on the phone with one of your customer-service representatives trying to resolve this issue. The representative was unable to access or resolve the relevant information. Because the line had already been terminated, I also could not access any online account to disable auto-pay myself. I was then told that auto-pay had been turned off, and I received an auto-generated email stating that it had been turned off. That representation was false, because I was charged again afterward. A few weeks later, I spent approximately another hour on the phone with three additional representatives. None of them was able to provide reliable confirmation that auto-pay had actually been canceled. So the situation is now this: Total Wireless terminated my line, continued charging me anyway, deprived me of any meaningful account access, falsely indicated that auto-pay had been canceled, and then continued billing me again. Correspondence with the corporate office was even more frustrating. They basically refused to gived any refund because they could not "verify" my account, which again, none of the customer representatives could not do after hours on the phone. In sum, Total Wireless is a total fraud.