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:06/02/2023

  Type:Product 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: 06/05/2023

   

  Dear ************,
  
  From the email communication I've learned that your service account has been closed. Thank you very much for you support.  
  We feel sorry for the inconvenience you experienced. We highly appreciate that you brought up the issue to our attention which will help us improve our response and service quality.
  Please feel free to contact me if you have further concerns regarding this issue.
  
  Thank you.
  
  Regards,
  
  *****************
  
  *******************************
  *************************************************************

   

• Initial Complaint

  Date:03/28/2023

  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.

  On 3/28/2023, Fitbit auto-renewed and charged me $79.99 for their premium subscription which I did not order. I called them on the same day telling them I did not want the service and requested for a refund. They refused to issue a refund. I did not want the service, and I did not use the service, but was refused a refund request on the same day the charge for the service was made.

  Business Response

  Date: 04/01/2023

  Hello,

  The complaint stated "Fitbit"auto-renewed and charged $79.99. ITalkBB does not have anything named "Fitbit" , and we cannot account information with the telephone number or email address given in the complaint.

  Kindly please verify if this complaint is for any iTalkBB service. If the complaint is related to iTalkBB please provide the right telephone number or email address for the subscription.

  Thank you.

  iTalkBB Customer Service
  

   

• Initial Complaint

  Date:03/19/2023

  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.

   
  Complaint: 19621565
  
  I am rejecting this response because:

  the network is properly configured. Wifi functions. Everything functions except the tv box.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/21/2023

  Dear Customer ***************************,

  We received your complaint on iTalkBB TV device connection problem. According to our system record, on 3/19/2023 you reported to iTalkBB customer service center that there was connection problem after you changed the network, and on the same day your son brought the device to ********************** ************* for testing.

  iTalkBB Store staff tested your TV device with the store network and TV Set and found no problem with the connection and program play, then your son left the store with the device unchanged.

  Please consult your network provider to make sure your home network is properly configured, and the **** name and password are correctly set when you are trying to connect the device to your home network.

  If you still do not feel comfortable with the current TV device, please bring it back to iTalkBB ************* for an exchange.

  Thank you.

   

  iTalkBB Customer Services
  

   

   

  Business Response

  Date: 03/22/2023

  Dear Customer ***************************,

  Thank you for the feedback.

  The replacing device *********************** is being sent via USPS  (Tracking # ******************************). After the device is replaced please return the old one to iTalkBB ************* within 15 days.

  Also, we have credited $5 to your account to compensate the days you were unable to use the services.

  Please feel free to contact us should you have further questions and concerns.

  Thank you.

   

  iTalkBB Customer Service
  

• Initial Complaint

  Date:03/17/2023

  Type:Customer Service 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 writing to bring to your attention a concerning issue with service provider Italkbb. I am a customer of **********************'s surveillance system agreement, and it has come to my attention that the company may be engaging in unethical and illegal practices.Specifically, Italkbb has advertised its surveillance system agreement as providing customers with access to an app and camera system after the 2-year agreement ends. However, it is a fact that Italkbb has unilaterally changed the terms of the agreement and denied customers the access they were promised.I believe that such conduct constitutes a bait and switch scheme, which is a violation of consumer protection laws. As a consumer, I have the right to accurate and complete information about the services I am purchasing, and to have my rights as a customer respected. **********************'s actions in this matter are unacceptable and should be addressed immediately.I urge you to investigate this matter and take appropriate action against Italkbb if it is found to have engaged in deceptive practices. Additionally, I request that you take steps to ensure that customers of Italkbb are protected from such practices and are able to access the services they were promised. Based on my findings Italkbb has been and is ongoingly targeting 1st generation Chinese American immigrants who may not be aware of their consumer rights and lack legal knowledge. The company's ill-intentional actions of changing the terms of use for their surveillance system agreement, which will force these customers to pay up in order to access to the services they were promised. Such conduct is concerning and raises questions about the company's ethics and commitment to fair business practices.Thank you for your attention to this matter. I look forward to hearing from you regarding the steps you plan to take to address this issue.*********,************* ****

  Business Response

  Date: 03/21/2023

   

  *******************************. (iTalkBB) hereby responds to Consumer Complaint #******* posted in a New Message from BBB Serving ********************** and Northern Coastal **********.
  The Complainant, ***************** **** is a current customer of ********************** AIjia Home Security (iTalk ********). Mr. **** subscribed to a 2-year contract for iTalk ******** services which will expire June 1, 2023. Accordingly, Mr. **** is receiving all features of the iTalk ******** plan that he subscribed for and is billed a monthly fee for that service.
  iTalkBB has never advertised or promised any customer that any iTalk ******** services will continue after cancellation by the customer. To clarify its Terms and Conditions and in accordance with Section 23 Modifications of the Terms and Conditions, on December 8, 2022, iTalkBB updated its Terms and Conditions to add a new paragraph to Section **** Effect of Termination which states:
              If you cancel any iTalk ******** plan or elect not to renew your plan, your Mobile Application will be disabled within 30 days. After it is disabled, you will not be able to use any feature in the Mobile Application.
  Notice of this Modification was posted on iTalkBBs website Terms and Conditions(click AIjia to view the iTalk ******** Terms and Conditions). Additionally,each iTalk ******** customer has downloaded the iTalk ******** Mobile Application. Notice of this Modification was also posted on the Mobile Application Terms and Conditions which has been available to Mr. **** since December, 2022.
  Pursuant to Section 23 ************* Mr. ***** continued use of the iTalk ******** service after the Modification and Notice, establishes his acceptance of the Modification. If Mr. **** declines to renew his iTalk ******** plan on or before June 1, 2023, or expressly Cancels his plan on or before June 1,2023, he will have no access to any feature of iTalk ******** or the Mobile Application as stated in Section **** Effect of Termination.

  Regards,

  iTalkBB
  

   

• Initial Complaint

  Date:11/19/2022

  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.

   
  Complaint: 18441003
  
  I am rejecting this response because: I spent $22 to mail the equipment through *** to the address instructed by iTalkBB. *** tracking record shows the package was delivered at 12:38 P.M.Imagine the chance of such correctly addressed package being delivered during business hour ended up in an "unattended dock" area and thus eventually got lost. This just says that losing such packages is business as usual to them. They probably routinely get away from such excuses and are able to squeeze the last $59.99 from each departing customer. But unfortunately to them this time they ended up doing the same trick to the same person twice, although 4 years apart. 
  
  

  Sincerely,
  
  *****************

  ake money. The amount is not that big to usually warrant to law suit, but will be significant accumulatively if they do this to everybody. I want to keep this in record, maybe form part of the evidences for future ************** suit.

  Business Response

  Date: 11/21/2022

   

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

  Your complaint is well received, and thank you for providing the *** Tracking information.

  We have double checked that the device is still not checked in our system. The *** "Proof of Delivery" shows the package was left at "Dock" which is an unattended area, even though the package was marked as "Signature Required".  Obviously the *** delivery person did not handover the package to iTalkBB employee for signoff as required, instead the package was left unattended outside of iTalkBB premises and may be taken away by someone else.

  Based on what has been found out, we will write-off this device as "Lost" and will not charge you for the loss.

  Thank you for your cooperation, and wish you very happy Thanksgiving Holidays!

   

  iTalkBB Customer Services

  Business Response

  Date: 11/22/2022

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

  You paid high price to *** with ******************** ******* but the "Proof of Delivery" didnt show that the package was received by iTalkBB personnel with signature.  Instead it marked as "Left at Dock" and we didn't get it.

  Packages get lost at unattended area is not "business as usual", but it may happen. You should have been aware of this otherwise you should have not paid for such high price with ******************** *******. Frankly speaking, in this case you should complain *** and ask for your money back.

  iTalkBB has been conducting business for about two decades with over ******* customers. We open waive the device charges even if customers cannot return the devices if they can give reasonable explanations.  

  In your case, we already waived the device charge even though it is *** that didn't deliver the package in the way as required. Please let us know what else you think we can do for you.

  Thanks.
  

  iTalkBB Customer Services

   

   

   

  Customer Answer

  Date: 11/23/2022

   
  Complaint: 18441003
  
  I am rejecting this response because: I confirmed with **** The package was delivered through *** ******************** ******** It shows that the package was received by iTalkBB personnel with signature "ITALK" at location "DOCK". I have uploaded the shipment details from *** along with this response. 

   

  According to you, *** lied about this. They did not actually get iTalkBB personnel signature for this ******************** ******** Instead, they made up the name "ITALK" and put that into the "Signed By" field, and left the package at an unattended dock. 

   

  By doing this, *** committed fraud. What benefit did they get from this crime? What's their motivation? Who benefits from this crime? The same thing happened to me last time when I canceled phone service with iTalkBB (5/23/2018). This means *** committed the same crime to me TWICE. 

   

  Who should I trust? iTalkBB or ***?

   

  Sincerely,
  
  *****************

• Initial Complaint

  Date:11/10/2022

  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: 18384086
  
  I am rejecting this response because:

  When I called to cancel the US phone service no one told me there are more steps that I need to do to cancel the whole service with them. 

  Secondly the ***** phone service that i talk bb claimed they provided service and charged me for over a year, can i talk bb prove that the service is active all time? 

  Is it still active now? In fact I can prove that service i talk bb they claimed they provided service all time are not active for a year. 

  so what on the earth that I would pay for some service that I not received? 

  Sincerely,
  
  *************

  need to cancel the service then all of sudden it became so much trouble for customer? i talk bb you should treat people better. just stop stealing my money and i want my money back please.To summarized it:monthly transition happened after i cancelled the service. the total amount is 10.44*14=146.16 I have been contacted the merchant and dispute the charges and stop the charging they refused to do it.I have screenshot i took from their system clearly shows that i have no service with them. They made the cancelling process very complicated and failed to inform the customer so they can steal money from customers.

  Business Response

  Date: 11/10/2022

  
  Dear *************,
  Your BBB complaint was received.
  In September we have responded to your FCC complaint on the same issue (ticket#: 57231ticket#: *********) and so you should have all the facts, but we are happy to explain to you again.
  Your case needs a lot of explanation, I tried to reach out to you but the phone number you provided ************* is not available, so this reply is a bit lengthy.
  Our system record shows that you subscribed the following iTalkBB services at our GA Store on 10/21/20**:
  iTalkBB home phone with number **********
  iTalkBB US mobile phone with number **********
  iTalkBB China mobile phone with number ***********
  The signup sheet photo image is attached below.
  Our sales policy was:  the US mobile service would have $10 discount on monthly fee and 100 minutes international calls for free if there was a home phone service account associated with it, so almost all the US mobile service subscribers would choose to sign up a home phone service account.We can understand that it was to your favor to have such a bundled package even if you might not actually use the phone home.
  Early last year, iTalkBB decided not to renew the US mobile service license. To ensure the services to our customers were not interrupted, we carefully chose a new service provider called My Global Talk to smoothly take over the services wit better offer (same price with more wireless data). In June 2021 we started to send out emails to our customers that the US mobile service would be transferred to the new service provider if we did not receive any objections from the subscribers by their billing date in July. As such, your US mobile service (number **********) was transferred to My Global Talk on the billing date 7/25/2022, but your iTalkBB home phone service (**********) and iTalkBB ***** mobile phone service (***********)were retained with iTalkBB.
  The following records are also found:
  On 9/11/2021, you called ************ asking to cancel your US number. At this time the service provider you called is My Global Talk, not iTalkBB. You can check with My Global Talk (************) to check all the transaction records since 7/25/2021.
  On 7/30/2021, you called iTalkBB *************) asking why your ***** number cannot receive short messages from Ctrip, etc , and your last usage record with ***** number *********** in ***** is on 9/12/2021 for 14 minutes, the called number is *******. This suggests that you were fully aware that you were using iTalkBB services after your US mobile service was transferred out to My Global Talk.
  There is no record on our system asking for cancellation of iTalkBB home phone service and iTalkBB China mobile services.
  Up to this point of time, your iTalkBB home phone service and iTalkBB China mobile service are still active. If you want to cancel those services please call our **************** hotline **************. Kindly Please be reminded that the iTalkBB home phone adapter (MAC # **-8B-45-AC-6E-BE marked on the signup sheet) needs to be returned after your service is cancelled.
  Based on the above facts, unfortunately we cannot refund the service fees we have collected. If you would like to discuss further with us,please send email to ******************************* to schedule a phone call.

  Thank you.

  iTalkBB ****************

  Business Response

  Date: 11/14/2022

   

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

  As explained to you in the last response, your iTalKBB home phone account and iTalkBB China mobile account are active because we never received your call for cancellation. The call you made for cancelling US number mobile service on 9/11/2021 was to By Global Talk, not to iTalkBB.

  We already sent you an email on 11/11/2022 on how to use your ***** number. If you follow the step you should be able to use the service. Please refer to the attachment.

  As for the home phone service, once you connect the box you received from our GA store at the time of signup, you can use it right away. Or you can download iTalkBB Prime APP on you cell phone, login to the App using your email address registered with iTalkBB, then you can use the iTalkBB Prime App to make calls, receive calls, you can even receive and send text messages via this App. Using iTalkBB Prime APP is another easier way to use our home phone services, and there is no additional cost.

  We will be happy to help you on how to use those services that have been available to you, just call ************** for assistance. Otherwise if you definitely no longer need those services, please call the same number to cancel your accounts. If you want to discuss some other options please send us email at ******************************* to make appointment for phone call.

   

  Thank you.

  iTalkBB Customer Services

   

   

   

  Customer Answer

  Date: 11/18/2022

   
  Complaint: 18384086
  
  I am rejecting this response because:

  No you are lying. I have voice record shows that the ***** phone number you claimed still active is no longer available.

  And the latest record or activity clearly shows that it was on SEP-2021 which is align with what I suggested.

  And plus when i sign up for the service I signed with i talk bb. I don't know what global bb company. 

  That company still is part of i talk bb isn't it?

  
  Sincerely,
  
  *************

  Business Response

  Date: 11/18/2022

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

  As  explained to you, you can use your ***** number after you complete the identity verification as required by ******* authority.  If you have not completed your identity verification since this year, the ***** number service should be suspended to comply with ****************** regulations. In any case, if you find your service is not available, or you have any doubt or questions, you should call our customer services to check out.
  
  Our system shows that you have submitted chargeback for bills of September and October, so we will suspend your iTalkBB home phone account as well as the ***** mobile number account. Please let us know if you want to cancel those accounts immediately.

   

  Thank you.

   

  iTalkBB Customer Services

• Initial Complaint

  Date:10/20/2022

  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: 10/21/2022

   

  Dear Mr. ******************************* you for letting us know your issue. As checked, we have a call-in record of cancellation request dated on 10/20/2022. Now your home phone service account ********** has been cancelled. A cancellation confirmation email was sent to you at ************************, please check the device return instructions and return the iTalkBB home phone device and the accessories  to:

  iTalkBB **********
  *******************************************, Unit 9
  *************, **, ****** L4B 1L1

  Please feel free to contact iTalkBB **************** at ************** if you have further questions.

  Thank you.

   

  iTalkBB ****************

   

   

• Initial Complaint

  Date:10/03/2022

  Type:Billing 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: 10/03/2022

   

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

  We received your complaint. As checked, the billed amount is correct which includes applicable taxes and fees.  However, our email skeleton was in error and we are very sorry for the confusion.

  We decided to offer you the most favorable plan, and thank you for your understanding and support. Please feel free to contact our ******** Services should you have further questions.

  Thank you.

  iTalKBB ******** Services

   

• Initial Complaint

  Date:08/13/2022

  Type:Product 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.

   
  Complaint: 17712411
  
  

  I am rejecting this response because:

  
  

  I still don't receive any emails regarding the cancellation I even checked the Junk email folder. What is funny is I do get the ItalkBB special sent to my email account.
  

  
  

  attached is my screen shot of the junk mail folder searching for italk

  
  

  Can you send me another cancellation to another email below: **************************

  
  

  Do you have proof of email sending to my att.net account
  

  
  

  
  

  
  Sincerely,
  
  *************** and threaten in order to just get the return information from the companies. Any established company should have a standard procedue to handle cancellation. This company is trying everything they can to basically avoid people from cancelling the service or scam people for any money as much as they could. In a way, they say they can let you cancel, but then they won't give you information how to return the equipment while having a ridiculous policy that if you don't return the equipment, you can't cancel or you will be charged for the equipment because you don't return them in 15 days. This company needs to be monitored for their business practice

  Business Response

  Date: 08/15/2022

   

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

  We receive your complaint about equipment return instructions.

  As checked, there are 3 emails, one for each device, sent to your email address ******************** on 8/11/2022. Those emails were sent automatically from our system right after your accounts were cancelled.

  Please check your email box including spam, and let us know if you have further questions.

   

  Thanks you.

  iTalkBB Customer srevices

   

   

  Business Response

  Date: 08/16/2022

   

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

  Our customer service agent has contacted you and confirmed that you have received the email resent to your new email address  **************************.

  Thank you for your cooperation.

   

  iTalkBB Customer Services

  Customer Answer

  Date: 08/17/2022

  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,
  
  ***************