Total Wireless Struggles with Billing Issues as Promo Prices Disappear Again

In late August, Total Wireless launched an exceptional promotion for customers switching from a T-Mobile brand. The offer provided an unlimited 5G data plan with priority data for just $15 per line to multi-line customers, accompanied by a five-year price lock guarantee. Although this promotion expired on September 30, 2024, another attractive deal was introduced in September, which remains available today. This new offer extends the same unlimited 5G data plan to single-line BYOD customers at a rate of $25 per month, also with a five-year price lock.

However, these promotions appeared to be rolled out rather quickly, before Total Wireless's payment systems and customer support were fully prepared to handle them. Many customers, including myself, encountered issues where the plans initially did not display the correct renewal rates in their accounts. For example, as a two-line customer on the multi-line plan, my renewal rate should have been $30 per month. Instead, my account showed a renewal rate of $85 for two lines. Customer support was unable to help in fixing the pricing and could do nothing more than say everything will be fine and call us back near renewal date if it hasn't updated.

Frustrated, many customers took matters into their own hands by contacting the company's corporate office or filing complaints with the FCC and BBB to try and get their prices fixed. While some customers had their billing updated automatically in time before their renewals, others, myself included, had to resort to these alternative methods to correct the pricing.

Ongoing Billing Issues Surface Again

Recently, new complaints about similar billing issues have emerged. Subscribers took to Reddit to report that their multi-line promo pricing had unexpectedly reverted to standard pricing. The thread now has over 100 comments. Many accounts are affected, once more showing an $85 upcoming renewal rate for November instead of $30. If you have been impacted, you can let us know by leaving a comment below or by discussing it in the Wireless Dealer Group forum.