Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/03/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 23157231
  
  I am rejecting this response because:

  Thank you for facilitating communication regarding my complaint against iTalkBB. I am writing to formally respond to the companys recent reply and to reject their explanation and proposed charges.
  Summary of Dispute:
  1.) On April 19, 2024, I signed up for iTalkBB TV service only at their store location. I was explicitly told by the in-store representative that the service was month-to-month and could be canceled at any time without penalty.
  2.) At no point did I knowingly sign up for, authorize, or request a ******************* nor was I informed that any such service was included in a bundled contract.
  3.) In October 2024, when I went to cancel, I was told for the first time that there was a one-year contract and I would have to wait until after March 22, 2025, to cancel without fees.
  4.) On April 3, 2025, I called iTalkBB to cancel, but I was told the contract had allegedly been extended until September 2025 and included a ****************** I never agreed to, used, or had installed.

  
  Response to iTalkBBs Claims:
  iTalkBBs claim that I signed up for a bundled promotion that included a ****************** is false and misleading. I never knowingly agreed to such a bundle. I challenge the company to provide signed and verifiable proof that I requested, consented to, or was informed of any phone service contract.
  Furthermore, the contractif it ever existedhas now expired. The service began on April 19, 2024, and as of April 5, 2025, the one-year period has clearly concluded. There is no legal or contractual basis for continuing the service or charging any termination fees.
  Additionally, the companys explanation contradicts the verbal information provided at the time of signup and reflects deceptive business practices, including:
  1.) Unilateral contract extension without consent
  2.) ****** services that were never requested
  3.) Inconsistent and misleading information from in-store and customer service representatives

  
  My Position and Request:
  I am requesting that iTalkBB:
  1.) Immediately terminate all services on my account as of todays date, April 5, 2025
  2.) Waive all early termination fees, equipment charges, and promotional rebates they claim are owed
  3.) Confirm in writing that my account has been closed with a $0 balance

  
  If iTalkBB does not resolve this matter appropriately, I am prepared to escalate the issue through additional consumer protection channels.
  Thank you for your assistance in helping to resolve this matter fairly and promptly.
  
  
  Sincerely,
  
  **** ****

  ee to remove it. The in-store information was completely inconsistent with the actual contract they provided to customers. Additionally, they unilaterally extended the contract without my consent, which is outright fraud.I demand that they immediately terminate all my services

  Business Response

  Date: 04/04/2025

  Dear Customer **** ****,

  Thank you for letting us know your issue. By looking into thew case, you signed up a special promotion package which includes an iTalkBB Home Phone Serivces with one year contract bundled with two iTalkBB ********** with the second TV free of charge for one year.  The signed order sheet is attached in case you've forgotten what you did.

  You also added a China number with the ****************** and completed the identity verification. There would be no China number without the ****************** signed up. You must have been told otherwise you would not submit your identity verification at our Store. 

  This special promotion package required one year contract of iTalkBB ******************** With this package the first year you would pay before tax is: ****************** $8.94 x 12 + one set of TV $69.99 = $177.27. China number is optional. Without the one year's contract of iTalkBB ******************** the two ********** services for one year would be: $14.99 x 12months  x 2 sets = $359.76.

  It was very wise for your to signup the promotion packge which saved you about $182.

  Now that if want to cancel the service, there are three options:

  1. Wait until the one year contract is expired, there will be no any penalty;

  2. ****** immediately and you will pay the ****************** Early Termination Fee and pay back the waived fee $69.99 for the sencond set TV, the total is $99+$69.99 = $168.99

  3. Cancel immediately as if you had signed up standalone TV services without bundled ******************s contract. In this case you will pay the difference which is  $359.76 - $177.27 = $182.49

  In any case of cancellation, you will need to return the devices to the ********************** Store. Also, if iTalkBB ****************** is canceled, the associated China number will be cancelle together.

  I hope this will answer your questions.

  Thank you.

  iTalkBB Customer Services

   

  Business Response

  Date: 04/08/2025

  Dear Customer **** ****,

  We would apologize if our store staff had misled you about the service contract if we have proof. However so far the only evidence we have is the signup sheet with your signature on it which clearly shows the details including the one year contract of iTalkBB ******************* You also have a China phone number which only could be signed up together with the iTalkBB ******************* This China number was used in ***** from September through November.  Honestly, it's hard to believe that you don't know about the services you signed up. 

  Nevertheless,  The TV services have been canceled on 4/8/2025, and the confirmation email has been sent to your email address *****************************. Please send the TV boxes back to iTalkBB in **************************************** the email, otherwise a device fee of $69.99 for each box will be charged.

  The contract for the iTalkBB ****************** will be expired on 4/19/2025. You can cancel it any time after the contract is expired without any penalty, otherwise an Early Termination Fee will apply. The choice is totally up to you but it's recommended that you cancel it on or after 4/19/2025.

  I hope this has been made clear.

  Thank you.

  iTalkBB Customer Services

   

• Initial Complaint

  Date:01/31/2025

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 02/04/2025

  Dear *** *****,

  Thank you for being iTalkBB customer for many years. We are sorry for the delay in processing your request due to Chinese New Year holidays.

  Your iTalkBB home phone service is now cancelled as you requested. Please mail the device (MAC# *********************************** back to:
  
  iTalkBB 
  5401 Port Royal Rd. Ste C, *********************-9806

  Thank you.

  iTalkBB Customer Service

   

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 22573245
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ****

  ==============================================================================================   

  ***** **** respond ******** 8:05pm ==>
  The caller # ************** @ 2024/11/18 -10:50 am on the phone for 8 minutes with *****; identify himself as *****, iTalkBB employee # ****** works at iTalkBB office ************************************************************** 
  ***** threatened ***** that if I do not take action to stop sending spam text from ************; This phone # was paid for by ***** **** and subscribed under ***** **** Profile with iTalkBB) 
  ***** **** neither called iTalkBB to setup phone # ************ nor sent spam text messages to many cell phones.
  ***** is really scare and whole body was shaking. How ***** got my legit cell # to call and to threaten. Please help

  Sincerely

  ***** ****

  Business Response

  Date: 11/19/2024

  Dear ***** ****,

  Please be alert that this was fraudulent call fro someone who spoofed iTalkBB service number. iTalkBB has published an alert on the official website and please watch out for this kind of praud that has becoming crazy. 

  Thank you.

  iTalkBB Customer Services

   

   

  Business Response

  Date: 11/20/2024

   

  Dear ***** ****,

  We feel sorry for your experience but please understand this is a one kind of fraud through spoofing iTalkBB service number. This is absolutely beyond iTalkBB's control and there is no technical measure available to stop this.

  We have published the alert on our website and please check it out. Our advice is that if someone called and told you for something nothing to do with you, please hung up and call back to verify. iTalkBB will not reach out to our customers for anything unrelated to ********************** services.

  You can also search goolge for "number spoofing" and you will find out how those people utilize this technique to do this kind of spam.

  Regards,

  iTalkBB Customer Services

   

   

  
  

• Initial Complaint

  Date:08/26/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear ********************** Commission,I am writing to report a potential phone scam that I have recently encountered. I received a text message from ITalkBB claiming that my telephone has been used for phone scams and inappropriate uses overseas. The message threatened to reduce my credit score by ****** points if I did not take immediate action.Additionally, I have received numerous unsolicited calls demanding personal information. These callers have insisted that they need this information to help me resolve the alleged issue.I believe this to be a scam and am concerned about the potential harm it may cause to others. I request that you investigate this matter and take appropriate action to protect consumers from such fraudulent activity.Further Information:Individual Contact: *************, Manager of ITalkBB ******************* Phone Number: *********** Account Open Date: August 1, 2024 I have attached a copy of the document that I received as part of this scam.Thank you for your attention to this matter.

  Business Response

  Date: 08/27/2024

   

  Dear *****************,

  We are sorry to hear that you have been reached out by those scam calls and texts. They are purely fraud calls and texts from the scamers who disguided their real callerid with iTalkBB contact numbers which can be found from our website. This is a popular fraud in ** using callerid spoofing which can not be blocked with currently-available technical measures in the industry, and is beyond iTalkBB's control. 

  iTalkBB will not reach out to anyone for anything other than regarding iTalkBB products and services. We have poblished an alert on our website, please  refer to the link ******************************************************************** and be cautious.

  Thank you.

  iTalkBB Customer Service

• Initial Complaint

  Date:07/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

   
  Complaint: 21978653
  
  I am rejecting this response because:

  Please response to my 2nd request in the complaint:  I request that ItalkBB refund my home phone service for the period that I never use. 
  
  Sincerely,
  
  ***************

  issing device ******* request that ItalkBB refund my home phone service for the period that I never use. Thank you for your attention to this matter.***************

  Business Response

  Date: 07/12/2024

   

  Dear ***************,

  Given that you have been our customer for almost 7 years, we have specially waved the device fee and cancelled yout iTalkBB homephone service as you requested.

  Please feel free to contact us if you hae further questions.

  Thank you.
  

  iTalkBB Customer Services

  Business Response

  Date: 07/17/2024

  Dear ***************,

  Your iTalkBB account profile shows that you signed up a service package on 11/21/2017 at iTalkBB ********* store. The service package included a US mobile service plus a ***** mobile number service with a home phone service bundle. The standard monthly service fee of the US mobile number was $30, but with the home phone service bundle you enjoyed $10 monthly credit, whereas the monthly home phone service fee is only $8.94.  So you paid less in total with the home phone servie bundle, yet you had one more way of communication.  That why most of our customers at that time, including you, were chosing the bunded service package.

  The home phone service is a monthly service which was available for you to use until you cancelled. The monthly fee you paid was for the service  subscription regardless the actually usage which is totally your own choice. Therefore we cannot refund the monthly fee you have paid for the period of the subscription. For more information of the subscription policy, please visit iTalkBB offical webpage *******************************************************************.

  Thank you.

  iTalkBB Customer Service

   

  Customer Answer

  Date: 07/19/2024

   
  Complaint: 21978653
  
  I am rejecting this response because: See attachment. 
  
  Sincerely,
  
  ***************

  Business Response

  Date: 08/05/2024

   

  Already responded on 7/18/2024. See below.

   

  Dear ***************,
  Your iTalkBB account profile shows that you signed up a service package on 11/21/2017 at iTalkBB ********* store. The service package included a US mobile service plus a ***** mobile number service with a home phone service bundle. The standard monthly service fee of the US mobile number was $30, but with the home phone service bundle you enjoyed $10 monthly credit, whereas the monthly home phone service fee is only $8.94.  So you paid less in total with the home phone servie bundle, yet you had one more way of communication.  That why most of our customers at that time, including you, were chosing the bunded service package.
  The home phone service is a monthly service which was available for you to use until you cancelled. The monthly fee you paid was for the service  subscription regardless the actually usage which is totally your own choice. Therefore we cannot refund the monthly fee you have paid for the period of the subscription. For more information of the subscription policy, please visit iTalkBB offical webpage *******************************************************************.
  Thank you.
  iTalkBB Customer Service

• Initial Complaint

  Date:03/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When visiting ******* in July of 2019, I purchased phone time with ITalkBB with an initial charge of $22.73 on July 10, 2019 charged on my debit card to my CitiBank account. I left the country and returned to ***** on July 26th, 2019. At that time, a friend of mine who lives in Virginia called ITalkBB to cancel my phone service while I listened. My phone number was ************ and the number she ****** called from was ************. I assumed that everything had been cancelled as was indicated by ITalkBB on that phone call. I returned to ******* for a visit this past November, 2023. Since I didnt have access to my bank while in *****, when I arrived to ******* I found monthly charges from ITalkBB from Sept 10, 2019 through Dec 2023. I thought this was fraud and called CitiBank to dispute the charges. They were only able to cancel and refund the charges from December 2023. I called and talked to ITalkBB at least a dozen times to complain about this to receive a refund. They have not been able to help but they would keep calling me back and talking to me about it. One representative agreed that I should get a refund but was unable to do so. I did not use any service or phone number with ITalkBB, and was assured during the before I left for ***** that the service was cancelled. The charges re as follows:Sept 10, 2019 $13.78 Oct 9, 2019 $ 9.39 Nov 12, 2019 $ 9.39 Dec 10, 2019 $ 9.39 ====== $41.95 Jan 9, 2020 to Dec 9, 2020 Monthly charges of $10.43 = $125.16 Jan 2021 to De 2021 Monthly charge $10.43 = $125.16 Jan 2022 to Dec 2022. Monthly charge $11.18 = $****** Jan 2023 to Oct 2023. Monthly charge $11.18 = ****** The total charged for services that I was not aware of or ever used is $560.59.I am seeking a full refund of this amount. The last four numbers of my CitiBank account are ********** you.Kuai (****) ****

  Business Response

  Date: 03/12/2024

  Dear *****************,

  Thank you for bringing the issue to our attention.  There has been changes to the mobile business you subscribes in 2019, and we certainly understand your frustrations with the charges for the service you thought that should have been cancelled.

  As I expalined to you over phone calls, the service you subscribed was a mobile and home phone bundle program, and the home phone has 1 year contract. When you cancelled the mobile service the home phone service had already entered the contract term. If the home phoine service had cancelled at that time it would have costed you more with Early Termination Fee. 

  With such situation, iTalkBB management agreed to refund the charges on the home phone service from the contract ending date to the last bill collection, for the total of $430.70.  You have agreed to this solution over the phone call, so we are processing the refund which may take about one  week for the transaction to be completed.

  Please check your credit card account later and let me know if there is any problem regarding this refund.

  Thank you.

  *****************

  ITalkBB Customer Services
  

• Initial Complaint

  Date:02/24/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've been trying to cancel the italkBB service as of June 2023 for my Mom but to no avail. My Mom has not used italkBB services since before 2022. It has been nearly impossible to get service desk persons to help in English. All English speaking services are conducted only with a call back at odd hours late at night. In the few times that I have been able to connect, the discussions are confusing. My Mom's credit card continues to be charged and in two instances, over the course of 6 months, not only are there continuous charges but twice, there are additional, inexplicable charges for $59.99 each. I want this service canceled and the payments from June 2023 through the present refunded.

  Business Response

  Date: 02/26/2024

  Dear **************,
  

  Your complaint is well received, thank you for letting us know your concerns.

  Looking at your iTalkBB accounts, A lady named ***************** called our server hotline on behalf of the account owner on 11/17/2023 asking for cancellation of the services of iTalkBB home phone and Chinese **.  Those two accounts have been cancelled on 11/18/2023. Our service representative told ********** that the home phone device need to be returned otherwise a fee of $59.99 would apply. ********** stated that the device was lost and agreed to pay for it. On 1/7/2024 that fee was collected from the credit card associated with the account.

  Another charge of $59.99 is the ** service renewal fee for August 2023 to August 2024.  On 7/28/2023, 15 days before the ** service period expiring, a reminding email was sent to the email address ******************* which is associated with the ** service account. Since no response was received the service was automictically renewed for another year and the annual service of $59.99 was collected.

  As explained above, there should be no issue with those two charges. Considering the service was used for several years, to express our appreciation,  we decided to refund the device charge of $59.99 which will be posted to the credit card account ending with 9882 in a week or so.

  Please let us know if you have further questions.

  Thank you.

  iTalkBB Customer Services

• Initial Complaint

  Date:10/29/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************ssistance from iTalkBBs customer support have been met with unhelpful and unresponsive service. It is frustrating to be left without the necessary information and support to resolve my issues.I would like to request your assistance in addressing this matter and ensuring that iTalkBB is held accountable for their deceptive practices. I hope that the Better Business Bureau can investigate this complaint and take appropriate action to rectify the situation.Thank you for your attention to this matter, and I look forward to a prompt resolution. Please let me know if you require any further documentation or information to assist with this case.Sincerely,***************

  Business Response

  Date: 10/30/2023

  Dear Customer ***************,

  Thank you for letting us know your frustrations. We have been making every effort to improve customer's online purchase experience, but still customers are advised to carefully check all the details especially contract information and terms & conditions before submitting the order.

  For your case, we would like to propose a special offer:

  We would specially treat your $9.99/Month one-year contract service as a no-contract plan which is $14.99 per month.  You make a one-time payment for the difference for the past 5 months which is $25 then we can cancel your service anytime without introducing Early Termination Fee. If you agree with this proposal, we will cancel your subscription after receiving your written confirmation via BBB. In addition, we can send you a return shipping label to your email address for shipping the box back to iTalkBB.

  Thank you.

  *****************

  ITalkBB Customer Services
  

   

   

• Initial Complaint

  Date:09/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the long time customer with ******************. On **/**/2023, I called and requested to cancelled service. When I reviewed my credit card transaction, found a renewal charge of ***** dated on 8/21/2023. I called their service department and was told they charged me for the renewal fee on 08/20/2023 and there is no any refund. This is really horrible business company. They didn't give any advanced note, no grace *******

  Business Response

  Date: 09/14/2023

  Dear ***********************,

  Thank you for being our customer for the past years. According to our TV service renewal policy, we sent out a notice to the email address *************************** registered on your account on 7/25/2023, 15 days before the expiration date, to remind you that the current service term is expiring and  will be automatically renewed for another year if you don't respond to us otherwise. 

  We looked into your account situation, we agreed to offer you a refund. Our ************* team has tried to reach out to you for the refund process, please call our service hot line ************** if you cannot receive calls from us.

  Thank you.

  iTalkBB Customer Services

• Initial Complaint

  Date:08/25/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************

  Business Response

  Date: 08/25/2023

  Dear **************,

  We are sorry for not being able to process your cancellation request timely. Now your iTalkBB ****************** has been cancelled, please feel free to contact our *************************** should you have further questions and concerns.

  Thank you.

  iTalkBB Customer Services