Back in August, Total Wireless rolled out a promotion for T-Mobile switchers. Multi-line customers were offered an unlimited 5G data plan with priority data for $15 per line with a five-year price lock guarantee.
While the promotion expired last September 30th, it has recently been brought to the spotlight after users allegedly encountered issues. As shared by BestMVNO, several customers had issues were the plan did not display the correct renewal rate. The report shared that instead of a $30 per month renewal rate, the account showed a renewal rate of $85 for two lines. Customer support could not help fix the price and was advised to call back near the renewal date if it hadn’t been updated yet.
Several customers had to file a complaint with the FCC and BBB over this practice. While customers had the billing update automatically before the renewal date, they still had to get attention from the government agencies.
Unfortunately, the same issue resurfaced again for their November renewal rate. BestMVNO was given the assurance that the concern had been escalated to a higher department. Shortly after, a rep from Total Wireless responded to BestMVNO and issued this statement:
"We are aware of an issue affecting a small number of Total Wireless accounts, in which customers who were eligible for promotional pricing did not receive it. We have identified the root cause and are in the process of correcting the issue and refunding any customers who may have been incorrectly charged."
BestMVNO’s account (as well as others in the Reddit thread) had also been updated to reflect the correct promo pricing. Hopefully, this won’t be a recurring issue for those who signed up for the T-Mobile switcher offer.
Source: BestMVNO
