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:12/20/2024

  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.

  My phone was stolen on November 20th and I reported it to Ting November 21st. Asked them to block the sim and pause service to that number until the new ting *** card arrives which I was told 5-7 days. 7 days later I call back and the *** is still on order with no estimated date. I get my new phone and port my number to another carrier, Ting assures me the account closes when the number ports out and that I would receive a refund for the majority of the month paid but unused after 11/20. I called back to make sure I was given the correct information and ask why Ting is still trying to draft from my card when I was promised an adjustment refund. I was assured that Ting would credit $20 back to my card and the account will close with a zero balance. I then get an email stating that, after review, they were going to continue to bill for the month I used for only a few days. I understand the policy is no refunds but I was told repeatedly that I was going to receive one. I was with ting for over five years and this is my first major problem with them keeping their word.

  Business Response

  Date: 12/27/2024

  December 23, 2024
  
  
  
  Mr. ****** ******
  NC 27408
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ***************** December 23, 2024, we received your complaint, dated December 20, 2024, filed with the Better Business Bureau.
  
  You stated that your phone was stolen on November 20, 2024,and you never received a replacement SIM card, as promised. You indicated that you ported your phone number to another service provider and although you were told that a refund of $20.00 would be provided, you have not received it, and you were billed for service.
  
  Our records show your phone line was temporarily suspended on November 24, 2024, when you notified us that your phone was stolen.
  
  Please note that we do not provide prorated credits for unused service, and the full monthly amount is due at the end of the billing cycle, plus any usage. Your final bill of $58.16 generated for service from November 15, 2024, through December 14, 2024. As a courtesy, I waived this $58.16 and submitted a refund of $20.00 to your credit card account. Please allow up to five business days for processing. Your Ting Mobile account is closed with a zero balance.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  

• Initial Complaint

  Date:12/12/2024

  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.

  I've been a Ting Mobile customer for four years, and on November 7, 2024, they sent an email telling me they would be "transitioning to a new network infrastructure" and would be sending me a new *** card, which I would need to install in my phone in order for it to keep working. The email included my mailing address, asking me to check it and let them know if that address was ********** was INCORRECT, so I called them to correct it, and they sent the *** card...to the WRONG address. I called again, they verified they had the correct address, and they resent the *** card, AGAIN to the wrong ********** the shipping department obviously had a different address from what the customer service **** were seeing, I called them two more times, asking to speak to a manager in the hope that a manager would be able to view the shipping records, access the shipping software, and correct the problem. On my THIRD and FOURTH calls, the **** refused to let me speak to a manager, insisting that they had the correct address and would resend the card.Short of cancelling my account and signing up all over again so they would have only ONE address on the new account, I don't know what to do. Getting a new *** card is urgent, because without it my phone will stop working in a few more days. I want to talk to a manager, preferably a shipping department manager who can SEE the address their shipping department keeps using to send the *** cards and REPLACE it with my own. I want the *** card shipped OVERNIGHT to MY address, and I want to be compensated for time that my phone is inoperable because of any delay.

  Business Response

  Date: 12/18/2024

  December 17, 2024
  
  
  
  Ms. ***** ********
  NV 89502
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************* December 12, 2024, we received your complaint, dated December 12, 2024, filed with the Better Business Bureau.
  
  You stated you received notification from Ting Mobile that a *** card would be sent to you for your service to continue working. However, it was sent to the incorrect address even though you contacted customer care to correct it. You said that the *** card still has not been sent to you after repeated calls in. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concern.
  
  My attempts to reach you by phone on December 16 and *******, were unsuccessful; however, I left two messages.
  
  As indicated in my email today, a *** card has been sent to you at the correct address. Please allow up to three business days for delivery. I also applied a credit of $8.00 to your account to offset the charges that will apply for the current month of service.
  
  We appreciate that you brought your customer service concerns to our attention and we apologize for any inconvenience.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  
  

  Customer Answer

  Date: 12/18/2024

   
  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. At the time I filed with the BBB, I didn't know who else to turn to, because Ting Mobile's customer service people repeatedly refused to let me talk to a supervisor or manager. While waiting for a response from BBB, I was lucky enough to find online the name of Ting Mobile's (DISH Network's) General Manager for Customer Retention, and with repeated tries was able to contact him via email. He put me in touch with *** *****, who very kindly and efficiently helped me resolve the issue. 

  I'm grateful for their assistance, but it shouldn't be that hard for a customer to be able to speak to a manager or supervisor when customer service is unable to resolve or even acknowledge that there's a problem. In 72 years, this was my first ever complaint filed with the BBB, and had my multiple requests to speak to a Ting manager not been denied, I never would have felt the need to go to the BBB as a last resort.

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

• Initial Complaint

  Date:11/28/2024

  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.

  Friday 11/8/2024, I was notified that the sim card for my number was going to be deactivated on December 1, and a new one was being mailed. The card was sent to the incorrect address (first time); to a place I left 4 years ago. Since that time Ting has repeated screwed up...1. sending my sim card tothe wrong address, even after they confirmed they had correct address 2. trying to activate card, they sent wrong carrier for my phone ( I use Ting, Boost sim card was sent)3. They will not allow me to change the deactivation date EVEN THOUGH they keep messing up, I STILL haven't got a correct card to activate, and I've had that number for decades (I ported it to Ting).4. I think **************** is outsourced, and none of them know what they're doing,or even care.

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  
  
  Ms. ***** ********
  GA 30044
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************* November 28, 2024, we received your complaint, dated November 28, 2024, filed with the Better Business Bureau.
  
  You said that you received notification from us that a replacement *** card would be sent to you, as your existing card would be deactivated on December 1, 2024; however, the *** card was initially sent to the incorrect address and you were then sent the incorrect card. You are also dissatisfied with the customer service you received while attempting to resolve this issue. You would like a *** card to be sent to the correct address and for your existing card to remain active.
  
  Our records show that your existing *** card is still active,and a replacement was sent on December 2, 2024. Please allow up to five business days for delivery.
  
  We appreciate that you brought your customer service concerns to our attention, and we apologize for any inconvenience.
  
  If you have any additional questions or concerns regarding this issue, please contact customer service at **************.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************
                  ******,CO 80210
  
                  ***** *****
  
  

  Customer Answer

  Date: 12/04/2024

   
  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,
  
  ***** ********

• Initial Complaint

  Date:11/10/2024

  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.

  On Oct 21 st I purchased a phone for a gift to my boyfriend. We activated it with new # ending 3458. On Nov 8 his cousin informed us that someone else also had that number because they are replying to his text with an iPhone. So I notified Ting so they reactivated his old number ending 8345. On Nov 10 around 5 pm the phone was deactivated to 911 calls only. I called and was told to get the 8345 number to work I had to purchase a new card for it to work. I informed them that it worked fine for almost 2 days. The guy just never understood that fact or he just didn't know what to do. So he said he could reactivate it and after reactivation it was the number that is shared with the other person with the iPhone *3458. Anyone with an iPhone reaches him when calling me on that number. What's the point in having a phone that half of your contacts can't reach you? I'm now wondering if the new phone was a used phone. All I want is a number that 100% of my contacts can reach me via calls and/or tests.

  Business Response

  Date: 11/18/2024

  November 18, 2024
  
  
  
  Ms. ***** *******
  ***********************************************************
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear Ms. ****************** November 11, 2024, we received your complaint, dated November 10, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased a phone for your boyfriend with a new phone number (ending in 3458) because he lost his previous phone.However, someone else is receiving the text messages being sent to this phone number. You indicated that although your boyfriends previous Ting Mobile account and phone number (ending in 8345) were reactivated, the service only worked for two days. You requested that the issue be fixed, so that all calls and text messages are sent to the new phone.  
  
  Our records show that both Ting Mobile accounts are currently active, and the new phone is active on the most-recent account.
  
  When I spoke with you by phone on November 13, 2024, I offered to send a *** card for the new phone, so that it can be activated on your boyfriends previous Ting Mobile account. You accepted my offer and a replacement *** card was shipped on November 14, 2024. Please allow up to three business days for delivery. Once you receive the *** card, please contact us at ************** to activate it on the account with the phone number ending in 8345.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  ***** *****
  
  
  

• Initial Complaint

  Date:10/15/2024

  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.

  I had Ting Mobile service for quite a while. I used it as a backup phone and rarely ever even turned the phone on. My bill was typically under $20 and never had an issue... until last month. I got a bill for $163.42 and I never even used the phone! I called and they refused to do anything about it. Would not tell me how the data was used and how they came up with that **** and said there was no way they could issue a refund at all. So I cancelled the service and today I found out I am still being charged. I have been on hold for 2 hours, their mobile chat is not working and the previous phone call (over an hour hold) was "Not the correct department" even though I was IN MY MOBILE ACCOUNT and selected the customer support number within my ********************** account. Since then I have been on hold multiple times and after 45 minutes on hold my call gets terminated with a "your number cannot be completed" message. Looking in forums for a more direct contact I see many people saying the same thing about outrageous bills and canceling service just to have them continue to take money out. In my account it shows NO CONNECTED DEVICES... yet they are still charging me !!! First call was at 9:41am and it is now 3:50pm and still have not been able to talk to someone willing to help.I only want a refund and for my service to be FULLY CANCELLED ****** ($163.42 minus the ~$20 of the normal monthly bill)

  Business Response

  Date: 10/18/2024

  October 17, 2024
  
  
  
  Mr. ******** ******
  NY 12816
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ***************** October 15, 2024, we received your complaint, dated October 15, 2024, filed with the Better Business Bureau.
  
  You expressed concern with the charge of $163.42. You maintain that this is a backup phone, which is rarely turned on, and previous monthly bills were under $20.00. You also indicated that customer service was unable to explain the charges/usage. In addition, you stated that you were still charged for service even though you requested for it to be canceled. You requested a refund.
  
  Our records show that for the billing period of August ******, through September 7, 2024, you were charged $10.00 for the Flex plan and $150.00 for ***** GB of data usage. This resulted in a total amount due of $163.42.  
  
  Due to customer privacy, we cannot see how the data was consumed. The charges are valid based on the usage and terms of your plan; therefore,we are unable to honor your refund request.
  
  Your service has been canceled and a refund of $13.45 was submitted on October 15, 2024, for the payment collected on October 12,2024. 
  
  We apologize for any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  

  Customer Answer

  Date: 10/20/2024

   
  Complaint: 22426190
  
  I am rejecting this response because:
  This phone was OFF and UNUSED BY ME. The phone I use every day doesnt rack up that much GB in usage in a month. 
  

  Ting got something wrong and charged an absurd amount. I am not admitting usage when I know there is no chance I used that data.

  OVER 4 YEARS I never racked up a bill like that. That phone was off and in a bag, those charges are wrong.

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

• Initial Complaint

  Date:08/14/2024

  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.

  My daughter and I were on a joint account with ************************ for 5+ yrs. December 2024, she moved her service to ******* (same phone #) which left T-Mobile with one account (my # only). We went into the T-Mobile store to have her line ported and they assured us the phone # was moved to *******. Since 12/24 we have went into the store multiple times, called customer service multiple times however we were still being charged for 2 lines with one phone #. The customer service **** and store employees refused to do anything to assist, we only received the run around. On 7/24 we went into a different T-Mobile store and the store manager went through the account, made multiple notes, called customer service from the store and after 4 hours they agreed to refund $180 of the $420 owed. This is not acceptable; I am still owed a credit of $240.

  Business Response

  Date: 08/20/2024

  August 15, 2024
  
  
  
  *****************************
  SC 29707
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************:
  
  On August 15, 2024, we received your complaint, dated August 14, 2024, filed with the Better Business Bureau.
  
  You stated that you removed your daughters line from your T-Mobile account in December 2023, but you continued to be billed for both lines. You indicated that you were only refunded a partial amount and you are still owed $240.00.
  
  Please be advised that Ting Mobile and T-Mobile are separate companies. We encourage you to contact T-Mobile directly regarding your concerns.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  
  

• Initial Complaint

  Date:07/23/2024

  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.

  I mistakenly ordered a telephone from this company. I immediately contacted the company to let them know I did not want the order. This was within minutes of having made the order. The company nonetheless ignored my correspondence. So I thought to make the best of it, and requested a Sim card for my telephone. The company sent a Sim card that did not work. I contacted the company to let them know that they sent an unnecessary phone and a defective Sim card. They have refused to reply to any of my correspondence.

  Business Response

  Date: 07/30/2024

  July 30, 2024
  
  
  
  ***********************************
  **********************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **********************:
  
  On July 23, 2024, we received your complaint, dated July 23,2024, filed with the Better Business Bureau.
  
  You stated that you mistakenly ordered a phone and although you contacted Ting Mobile to cancel the order, you did not receive a response.You indicated that you were sent a SIM card that does not work, and you have not received any response to your emails.
  
  Please be advised that Ting Mobile offers a 30-day return window for devices. Please call customer service at ************** to confirm if your phone is eligible. Alternatively, customer service can assist with providing you a compatible SIM card.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 08/13/2024

  I mistakenly ordered a telephone from this company. I immediately contacted the company to let them know I did not want the order. This was within minutes of having made the order. The company nonetheless ignored my correspondence. So I thought to make the best of it, and requested a Sim card for my telephone. The company sent a Sim card that did not work. I contacted the company to let them know that they sent an unnecessary phone and a defective Sim card. They have refused to reply to any of my correspondence. I reported them to the BBB. They then assured me that the matter would be resolved. They did this in order to wait for the BBB complaint to be resolved, and then after that time, they refused to honor their assurances.

  Desired Resolution: Refund

  Business Response

  Date: 08/22/2024

  August 21, 2024
  
  
  
  ***********************************
  **********************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **********************:
  
  On August 20, 2024, we received your rebuttal, dated August 19, 2024, filed with the Better Business Bureau.
  
  You again stated that you ordered the phone from us in error and received no assistance. You requested a refund.
  
  As stated in my previous response, Ting Mobile offers a 30-day return window for devices. Although you contacted customer service by phone on August 13, 2024, this was outside of the return window. 
  
  An exception has been made to return the phone for a refund.Additional details will be provided by email to the address associated with your Ting Mobile account. For questions about the return, please call customer service at **************.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  
  
  

• Initial Complaint

  Date:07/18/2024

  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.

  7/18/2024 GOOD EVENING PLEASE INVESTIGATE T-MOBILE IS REMOVING MY PIN CODES ARE STOPPING PIN CODES FROM BEING SENT TO ME FROM NORTON I HAVE A PAID SUBSCRIPTION THREW NORTON I HAVE NORTON 360 NORTON ANTI TRACK AND NORTON VPN T-MOBILE IS ALSO REMOVING MY EMAIL ADDRESS ******************** FROM MY PAID SUBSCRIPTION. ****** TOLD ME EARLY THIS MORNING MY EMAIL ADDRESS WAS REMOVE. I BEEN ADDED MY EMAIL ADDRESS I EVEN HAVE EMAIL TO PROVE IT. MY BANK CARRIER NEIGHBORS FEDERAL CREDIT UNION ALSO PAY NORTON MONTLY AUTO PAY. PLEASE INVESTIGATE IM HANDICAP DISABLE IM. SENDING A ATTACHMENT. OF T-MOBILE STOPPING ME FROM RECEIVING PIN CODES MY PERSONAL DATA IS BEING SHARE BY MY NEIGHBORS LIVING OVER ME AT APT UNIT E-202 T-MOBILE IS A PHONES CARRIER THAT. SAYS FOUR PHONE ON US THANK YOU

  Business Response

  Date: 07/22/2024

  July 21, 2024
  
  
  
  *************************
  *************************************. E-102
  ***********, LA 70811
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ************:
  
  On July 19, 2024, we received your complaint, dated July 18,2024, filed with the Better Business Bureau.
  
  You stated that T-Mobile is preventing your PIN codes from being sent to Norton 360.
  
  Please be advised that Ting Mobile and T-Mobile are separate companies. We encourage you to contact T-Mobile directly regarding your concerns.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  
  

• Initial Complaint

  Date:07/16/2024

  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.

  ****, Just 16, 2024 the t-mobile kept me on the phone for over an hour. I called to get free Hulu. I have done this process 3 times and was reassured th I did not need a debit card. After going into t-mobile.com numerous times I was finally told I need a debt card. I already told them i did not have a debt card.Representative was very nice but AGAIN THEY WERE UNSUCCESSFUL IN granting me ***************** also promised me a 50" Firetv Anda Blink camera package and never gave me any valid promo codes. They gave me 7 INVALID BOGUSS CODES.

  Business Response

  Date: 07/22/2024

  July 18, 2024
  
  
  
  *********************************
  ************************************** 131
  ******, CA 93637
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ********************:
  
  On July 17, 2024, we received your complaint, dated July 16,2024, filed with the Better Business Bureau.
  
  You expressed concern with your attempts to add Hulu to your T-Mobile account. You also stated that you did not receive the camera package promised.
  
  Please be advised that Ting Mobile and T-Mobile are separate companies. We encourage you to contact T-Mobile directly regarding your concerns.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  
  

• Initial Complaint

  Date:06/10/2024

  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.

  I asked for a payment extension as a new customer. I checked the extension and it was on the wrong date. When I asked for a manager no one is there they are all home???? This is insane that the support for the US is out of the country and a language barrier exists in resolving issues.

  Business Response

  Date: 06/17/2024

  June 16, 2024
  
  
  
  *********************************
  *****************
  **********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On June 11, 2024, we received your complaint, dated June 10,2024, filed with the Better Business Bureau.
  
  You stated that the payment extension you requested was scheduled for the incorrect date. You also expressed dissatisfaction with the customer service you received when you contacted us for assistance.
  
  Our records show that on June 7, 2024, a payment extension was applied to your account through June 11, 2024.
  
  A review of your call found that you requested the extension be provided through June 10, 2024.
  
  We appreciate that you brought your customer service concerns to our attention, so we can address them internally with the appropriate personnel.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21830698
  
  I am rejecting this response because:
  Thank you but I agree to disagree. I understood one extension to be the case. However, I did request additional. Since the organization is in the *********** there is a language barrier, as well as the lines belonging to T-Mobile.

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

  Customer Answer

  Date: 06/24/2024

  This complaint is to speak with management in respect of getting account assistance. When contacting this organization there is never a manager available. Also, if a payment arrangement is needed, they are never able to assist. Also, if told a manager is going to call back - it never happens.

  Business Response

  Date: 07/01/2024

  July 1, 2024
  
  
  
  *********************************
  *****************
  **********************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On July 1, 2024, we received your rebuttal, dated June 28,2024, filed with the Better Business Bureau.
  
  You expressed further concern with the customer service you received when you contacted Ting Mobile regarding a payment extension.  
  
  Your concerns regarding the payment extension applied to your Ting Mobile account were previously addressed.
  
  We strive to provide excellent service and we regret that your experience was unfavorable.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 07/01/2024

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