- Report: #1426793
Complaint Review: Total Wireless - Miami Florida
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Author Not Confirmed
Why?
Total Wireless
9700 NW 112th Ave Miami, 3178-1353 Florida, United States
Phone:
(866) 663-3633
Web:
Www.totalwireless.com
Categories:
Business Rating:
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Total Wireless Unable to access my account. After 8 days of daily calling, messaging, etc, no progress has been made. Miami Florida
On 25 January, I opened an account with Total. They sent me a default password. I changed the password to a personal password. After that, the system (both the mobile app and Web site) would not validate my credentials. I followed the password reset steps, but nothing worked. I called support. I was passed from csr after csr. All had me perform the same steps. After over an hour, I was given a ticket number and told I would be contacted within 24 hours. Never happened, so I tried Facebook chat on their FB page. I was asked to perform the same steps that I'd done 10 times the previous day. I was told blatantly incorrect information. For example, when I click Forgot Password on the mobile app, it emails my password in clear text.
Obviously, this is a major security problem! The rep assured me that they "don't store passwords". (Passwords are always stored in a database). I was also told that the password I received was a system generated password and not my personal password (really? You think I don't recognize my own password in the emails?) I was told 3 times in the last 8 days that this would be resolved in 24 to 48 hours. Here we are 8 days later. I still can't get into my account. I've spent about 10 hours talking and chatting with an ineffective team. I have repeated the exact same steps 40 times at least (even after I explained that I've already tried them).
I asked to be transfered to the corporate headquarters and was told "I work at the corporate offices" when they finally tell me that they are in Colombia or the Philippines, they tell me they can't transfer me to the Headquarters. (Kind of sad that employees of a telecommunications company can't forward customers appropriately) As fas as I can tell, Total Wireless has very second rate support. The support teams are nothing more than script readers. I've been lied to numerous times by the support staff. I've spent too much time working on a problem that should be simple to fix. So, after 8 days and many hours of wasted time, I still have no access to my account.
2 Updates & Rebuttals
Rich
United StatesFinally
#2Author of original report
Tue, February 13, 2018
Finally, I found someone who knew what to do. He suggested creating a new account and it worked. I can get into my account now. Yay!
(I wonder why someone didn't suggest this 3 weeks ago.)
Tracfone
Florida,United States
Total Wireless Unable to access my account. After 8 days of daily calling, messaging, etc, no progress has been made. Miami Florida
#3UPDATE Employee
Tue, February 13, 2018
Hi Rich,
This is Mellannie from Total Wireless. I have read your post in this blog and I am very sorry for the inceonvenience you have been through. I understand where you are coming from. Please allow us to help you resolve your concern. You can contact us through chat at link http://bit.ly/2lFFpmo. For your convenience, our representatives are available Monday-Sunday from 8:00 AM to 11:45 PM EST. You may also text the key word HELP to 611611 to view our self-service menu with a list of help key words with valuable information. Thank you.
Mellannie
Total Wireless
