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:04/02/2024

  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.

  Over charges after the disconnection of the phone lines. Spoke to atleast 10+ customer support folks and the internal systems are so disconnected and T mobile has sent me a final bill/ collection where I dont owe the money for the charges against my account. Their internal IT system needs to be updated and the Billing info needs to have the right data.

  Business Response

  Date: 04/04/2024

  April 3, 2024
  
  
  
  Mr. **********************
  ***********************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ******************** April 3, 2024, we received your complaint, dated April 2,2024, filed with the Better Business Bureau.
  
  You stated that you were overcharged after your phone lines were disconnected. You indicated that you received a final bill for monies not owed.
  
  I was unable to locate a Ting Mobile account with the information in your complaint.
  
  When I spoke with you by phone today, you confirmed that your complaint is against T-Mobile, not Ting Mobile.
  
  We encourage you to contact T-Mobile directly regarding your concerns.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

• Initial Complaint

  Date:03/28/2024

  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.

  To whom it may concern at the Better Business Bureau,I am reporting Ting Mobile for failing to resolve issues preventing me from updating my payment information, leading to service suspension. Despite repeated attempts to make a payment with a new card for over a month, I encountered continuous errors on their website. My service lines were suspended, and I could not access my account properly.I engaged with Ting Mobiles customer support via chat and email, receiving limited assistance. The chat support could not facilitate a card update due to security policies and suggested methods impractical due to my suspended service and ************. I've submitted over five escalated tickets with no resolution or meaningful response.This has left me without crucial communication services and indicates a concerning lack of effective customer support from **********************. I request BBB's assistance in addressing this issue, seeking to reactivate my service and update my payment details.Sincerely,*********************

  Business Response

  Date: 04/02/2024

  April 1, 2024
  
  
  
  *********************
  ***********************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear *********************:
  
  On March 28, 2024, we received your complaint, dated March 28, 2024, filed with the Better Business Bureau.
  
  You stated that you are currently abroad, and you have been unable to make a payment or update the payment information on your account. As a result, your Ting Mobile service was interrupted. You also indicated that you contacted customer service via chat and email, but they were unable to update your payment information. You requested that your service be reactivated and your payment information updated.
  
  Due to security policies, we are unable to take sensitive information via chat or email.
  
  Our records show that your Ting Mobile service was reactivated on March 28, 2024, to allow you to contact customer service by phone to make a payment and update your payment information. We received a payment of $96.19 on the same day.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 04/02/2024

   
  Complaint: 21498879
  
  I am rejecting this response because:
  

  - I still am not able to update my *************** to any of my new card.

  - I'm overseas and still have internet, so that's not an excuse for Ting Mobile to notable to update a simple function.Even when I'm back to the US I can't update the card on my account.

  - It is Ting Mobile's fault.

  - Even when I updated the *************** via phone call to Ting support, it still doesn't work

   

  I need to be able to update my card.

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

  Business Response

  Date: 04/10/2024

  April 9, 2024
  
  
  
  *********************
  ***********************************************************
  
  Re:          BBB Complaint #********
                   ************
  
  Dear *********************:
  
  On April 8, 2024, we received your rebuttal, dated April 8,2024, filed with the Better Business Bureau.
  
  You stated that you continue to be unable to update the payment method on your Ting Mobile account. You indicated that although you are still overseas, customer service was unable to update the information for you by phone.
  
  We suggest that you contact customer service by phone at ************** or chat in once you are back in *****************, so we can assist you further with updating your payment information.
  
  Please note that you can also call customer service to make a one-time payment.
  
  As a courtesy, I applied a $50.00 credit to your account for the billing period of March 18, 2024, through April 17, 2024.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 04/23/2024

  I couldn't update my credit card on file at Ting Mobile. I've been trying on all of my cards for 3 months and it didn't work. There's something wrong with my account. Even when I tried calling supports multiple times, they only said they'd escate the issues, and went dead on communication.

  Desired Resolution:Repair

  Customer Answer

  Date: 05/06/2024

  I have traveled back to the **. I called Ting. Problem still exists. Ting haven't answered my escalated ticket since March 2024.

   

  My phone number is US number and always been able to call Ting from anywhere around the world. This isn't customer's issues. I called Ting (which is in the **) to update my card, and it still didn't work.

  
  Upon doing research, I found out that Ting and Boost use services like Cybersource (which is now owned by ***** that integrate into their payment processing stack to try to prevent fraud. It causes issues most of the time.

   

  What Ting needs to do is to relax the security for payments for my account so that I can update my card, even via phone call with Ting. THEN Ting can put back whatever security system that Ting has.

   

  As of now, I can see that Ting escalated department is just lazy.

   

   

  Business Response

  Date: 05/10/2024

  May 9, 2024
  
  
  
  *********************
  ***********************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear *********************:
  
  On May 8, 2024, we received your second rebuttal, dated May 6, 2024, filed with the Better Business Bureau.
  
  You stated that you are still unable to update your credit card information even though you are back in *****************. You would like Ting Mobile to remove certain security measures to allow you to update the information.
  
  My attempt to reach you by phone today was unsuccessful;however, I left a message. I also sent you an email.
  
  In my email, I advised you that our Billing Team reviewed your account and you should be able to upload your credit card information. I requested that you attempt to update the credit card information through your online account and follow up with me.
  
  You may contact me via email at ****************** or by phone at **************. You can also contact 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:03/16/2024

  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.

  As of 3/6/24 I singed up for nibble service with Ting Mobile. Since that time the service has not worked fully. I made a request on 3/7/24 to have it functional ASAP. An associate told me the problem would be remedied within 48 hours, it wasn't. I've called back at minimum once a day requesting the issue be resolved just to be told it would be soon. Finally, last Wednesday, 3/13/24, I spoke with a supervisor who told me it was too take 5-7 business days for the issue to be resolved. The seventh day was yesterday, Friday, 3/15/24. I called and spoke with the same supervisor, *****, and she said it should be taken care of by 1:00-2:00 am, Saturday, 3/16/24. It has not been resolved. I use my phone for work and need to group text, send files, and pictures, none of which I've been able to do. Ting is either unable or unwilling to address the issue. I would just like it to be done so I can use the functions that I need most.

  Business Response

  Date: 03/21/2024

  March 21, 2024
  
  
  
  *************************
  3028 **********.
  *******, ** 97080
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ****************:
  
  On March 18, 2024, we received your complaint, dated March 16, 2024, filed with the Better Business Bureau.
  
  You stated that you signed up for Ting Mobile on March 6,2024, but the service has not fully worked. You indicated that although you were told the issue would be fixed several times, it has not been resolved.
  
  A review of your account shows that you were experiencing issues with MMS *******************************
  
  Our records confirm that this issue was resolved. On March 18, 2024, our customer service agent provided instructions on how to update the *** (Access Point Name) settings through your phone and you confirmed this fixed the issue. A credit of $20.00 was applied to your account for the time you were without service.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 03/28/2024

  Ting mobile finally resolved the issue and added a credit to my account for the length of time it took to resolve..

• Initial Complaint

  Date:02/21/2024

  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 do not have a contact with this company. Nor do I have any obligation to them. I demand this company delete this account from my credit report as it causing harm to my personal credit report. This company had illegally over charged my account for $1246 on a loan that I was fully paid for already. 15 USC 1615.

  Business Response

  Date: 02/26/2024

  February 22, 2024
  
  
  
  ***************************
  **************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On February 21, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.
  
  You stated that you were overcharged $1,246.00 for a loan that was previously paid off, and you disputed the reporting of this account to your credit file.
  
  I was unable to locate a Ting Mobile account with the information in your complaint. Additionally, the attachments included are not related to Ting Mobile, as it appears the unpaid balance is with T-Mobile and the reported delinquent account is for ******************* Ting Mobile has no affiliation with these businesses and we encourage you to contact them directly regarding your dispute. If your concern is with Ting Mobile, please provide additional information in order to locate your account and research your concerns.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

• Initial Complaint

  Date:02/21/2024

  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.

  My family has a group cell phone plan through Ting Mobile. I liked that I could set controls on each individual phone for how much of each service could be used. We were on a pay for what you use plan. We've had it for several years with no issue. Then they split their company in to Ting *************** Mobile.After the split I started having issues with the preset limits not working correctly. When a limit was hit it would sometimes do nothing, others it would shut down the use of the phone, text and data altogether. I had to call in a few times to get it fixed. In August 2023 I got an unusually large bill for my family's cell phone service. I called and found that one of my children's phones had allowed them to use a lot of data. I called and found that they had removed the data limit. They refused to refund the money, but it was just $200, so I let it go after making sure that the data to the childs phone was turned off. Then the January bill came in at over $900!!! His data had turned back on, without me doing ******* had used a lot. The amount that they claim was used seems to me to be FAR more than could be used by one person. They have been "reviewing" it for two weeks and still have not responded or refunded any money. This is fraud! If they have those controls in place, they should function as advertised and if they don't they should fix it.

  Business Response

  Date: 02/26/2024

  February 26, 2024
  
  
  
  Ms. *********************
  *************************************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ***************** February 21, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.
  
  You stated that you began to receive higher bills once Ting Mobile split internet and mobile services. You also indicated that although you turned off the data on your childs phone after receiving a high bill in August 2023, you received a bill for over $900.00 in January 2024. You maintain that the data was turned back on and even though you were told your concern is being reviewed, you have not heard back or received a refund, as requested.
  
  As your plan is usage-based, you are billed based on usage for talk minutes, messages and data used for four devices. Our records show that for the billing period of December 24, 2023, through January 23, 2024, you were charged $850.00 for ***** GB of data overage. This resulted in a total amount due of $958.79. On your most recent bill, for service from January 24,2024, through February 23, 2024, you were charged $410.00 for data overage of ***** GB, resulting in a total amount due of $524.08. The charges are valid based on the usage and terms of your plan. We encourage you to contact customer service at **************** to determine if a better plan is available for your needs.
  
  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
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21323453
  
  I am rejecting this response because:

  Ting's failure to acknowledge the discrepancy between the service promised and the service delivered constitutes fraudulent behavior. Despite assurances that I could manage data, texts, and minutes for each phone on our account, the functionality to do so on Ting's website has consistently been altered without authorization. This issue was raised when I received an exorbitant bill last Fall,yet no resolution was provided. Presently, I am confronted with a bill from January totaling $958, an amount unjustly withdrawn from my bank account. Then another bill of $524 for February. These amounts would never have been reached if **** had left my child's phone with the limits that I had placed on it. It is evident that Ting has failed to uphold its end of the agreement and is therefore engaged in fraudulent practices. I demand a full refund of the amount wrongfully charged.

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

• Initial Complaint

  Date:01/19/2024

  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.

  Bought a ******* unlocked cellphone from ting. This phone would not connect to their network. And when ported to Consumers Cellular it would not work there either. When I called ******* they said it was locked to ***** At any rate I asked for my money back from ting and I got nowhere. In fact the address from which they shipped the phone is not a business address. Therefore I had no place to return the phone and Im just out the money I paid for it. The people at ting tried to tell me over the phone that I didnt buy it from them. There is some scam of some sort being run around these ting phones. No consumer should buy from them.

  Business Response

  Date: 01/23/2024

  January 22, ****
  
  
  
  **************************************
  PO Box 333
  *************, ** 12932
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On January 19, ****, we received your complaint, dated January 19, ****, filed with the Better Business Bureau.
  
  You stated that you purchased an unlocked ******* phone from Ting Mobile, but it would not connect to our network. You indicated that the phone also did not work with Consumer Cellular and you were told by ******* that it is locked to AT&T. You expressed concern that your request to return the phone for a refund was not honored.
  
  Our records do not show that the ******* phone in question was purchased through Ting Mobile. As a result, it cannot be returned for a refund.
  
  As the phone is locked to AT&T, we encourage you to contact them directly to have it unlocked. 
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  
  

• Initial Complaint

  Date:12/31/2023

  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.

  They charged me for services I no longer needed.

  Business Response

  Date: 01/05/2024

  January 4, ****
  
  
  
  ***************************
  11 *****************.
  *************, ** 27526
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ********************** January 2, ****, we received your complaint, dated December 29, 2023, filed with the Better Business Bureau.
  
  You stated that you were charged for service you no longer needed. You requested a refund.
  
  A review of your account shows that you were charged $48.20 for service from November 18, 2023, through December 17, 2023. Although your phone number was ported out during this billing cycle, Ting Mobile is a postpaid service. As such, we do not provide prorated credits and/or refunds,and you are billed for the entire billing cycle.
  
  Our records show that you disputed the payment of $48.20 with your bank on December 29, 2023. This amount will still be due on your account, as it is for service billed.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:12/02/2023

  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 purchased a phone a few months back that came with a free month's subscription from Ting. I activated the *** card in September 2023. In October, I was charged roughly $20. I thought, cool. I can deal with this. Service is better with T-Mobile, but ting is much more affordable. In November, Ting took $50.09. I immediately filed a dispute with my bank, and then called to have Ting cancel my service and refund my money. My service was cancelled a few days later, but my money was never returned. By the 3rd week of November, **** has been trying to charge my account another $50.09 repeatedly. I can not put money in my account because they will take that too. I received an email from Ting about my bank dispute. I called ting today, 12/2 hoping to resolve this. The girl on the phone started talking about needing payment for my first month and started doing some backwards math trying to explain the charge they are now trying to collect from me. I explained the actual facts of the case and again, requested my refund. To which she replied they had no way to refund my money. They are intentionally trying to defraud me by billing me for service I don't get. They are refusing to credit my bank for the money they took in November. This whole free month promotion is nothing but a scam to extract extra and inflated charges from the unsuspecting and trap them into a long drawn out battle before giving in.

  Business Response

  Date: 12/08/2023

  December 8, 2023
  
  
  
  Mr. ***************************
  *************, ** 49684
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ******************:
  
  On December 4, 2023, we received your complaint, dated December 2, 2023, filed with the Better Business Bureau.
  
  You said you purchased a phone that came with a free month subscription in September 2023. You were charged more than you expected in the month of November, so you disputed the $50.09 transaction with your bank. You also indicated that payments were withdrawn unsuccessfully, as you have not deposited any funds to your bank account to avoid this. In addition, you expressed dissatisfaction with the customer service you received. You asked for a refund.
  
  Our records show that your monthly rate is $45.00 (Unlimited plan) plus tax, bringing it to $50.09. Your first bill had a $30.00 credit, so the amount collected was only $20.09. No refund is warranted, as your billing is correct.
  
  We regret that the customer service you encountered did not meet your expectations.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20949070
  
  I am rejecting this response because: the October payment was $20+. November 11 you took *****. Nov 12 you cancelled my service. Nov. 24 you were still trying to steal another ***** from me for service I no longer had access to. Do you think it is honest to take advance payment for a month of service, then cancel that service the next day, and not only refuse to refund the payment, but to try and charge an additional payment after the service has been cancelled? I might be disabled and considered elderly, but I'm not an idiot. Fine, rework the math so it makes you look correct... Remember, and it probably won't mean a thing to you, but God don't like ugly. Shame on you!

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

  Business Response

  Date: 12/19/2023

  December 19, 2023
  
  
  
  Mr. ***************************
  *************, ** 49684
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ******************:
  
  On December 18, 2023, we received your rebuttal, dated December 18, 2023, filed with the Better Business Bureau.
  
  You stated that while your payment to Ting Mobile was for around $20.00 in October 2023, on November 11, 2023, $50.09 was deducted from your credit card account. You indicated that your service was canceled on November 12, 2023, but Ting Mobile was still attempting to deduct $50.09 from your credit card account on November 24, 2023, for service you no longer had.
  
  As previously advised, the plan that you signed up for was $50.09 a month. As your first bill included a promotional credit of $30.00, your credit card account was only charged $20.09 on October 11, 2023, to cover your services from September 7, 2023, through October 6, 2023. 
  
  On November 11, 2023, your credit card account was billed the normal amount of $50.09 to cover services from October 7, 2023, through November 6, 2023. You disputed this payment with your bank and the funds were returned to you as a result. Since this payment covered services that were provided, this amount is still owed to Ting Mobile. Therefore, we attempted to collect the funds on November 24, 2023.
  
  We regret that you do not agree with the information provided.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20949070
  
  I am rejecting this response because:

  For the last time, when I bought my phone, the cardboard wrapper holding the ting sim card said Free Month Subscription. There was no mention of $30, or $20 owed. I took the packaging at face value. 

  Additionally, no money was ever returned to my account. In fact, the bank denied the dispute. But that's fine. That $50 must mean an awful lot to your big business. So, you put that in your wallet, and go set back and giggle about how good your scam is by, shall we say, misrepresenting your promotion, to be nice about it.. I really hope you enjoy it knowing that even though you can manipulate the situation to back you legally, it's still pretty scurvy for a company to feel they have to scam people to get ahead, especially those that are disabled and living on a fixed income. Merry Christmas.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/23/2023

  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.

  Our complaint against Ting Mobile is for cutting off our phone service. -We decided to switch to Ting.-I had an old Ting account that was never activated. On 11/14/2023 we tried to order *** cards online, the system said that our phones were compatible; when we went to order our *** cards a message said no *** cards were available for those phones.-We used the online chat on the Ting website, and *** ordered the *** cards.-A friend referred us to Ting using a code based on a call with Ting Tech support.-11/18/2023 we tried to activate our phones, but didn't see a place for the reference code, so we contacted the online chat.*** told us we couldn't use the code with the existing account, so we needed to create a new one to receive a friend credit.-We did, but didn't see a place for the code. Ting support applied the credit.-11/19/2023 the phones worked with voice and text, but not data, so we contacted tech support. Geline sent us an email, and we manually input the *** for data.It worked that day. -11/20/2023 we tried a phone call, the call dropped. We attempted to send a text and got a message back Free Msg: Unable to send message-Message Blocking is active.We are blocked from sending or receiving phone calls or texts. -We contacted tech support, the response was the account was suspended due to "our security system has linked your account to others with unresolved issues, such as, we can't restore service to this account". Eventually *** N sent a ticket report to the security team and said they would email in 24-48hrs, no response. -11/22/2023 we contacted the help chat; ******* said we were in line for the security team to review; she resubmitted the ticket with high priority. She promised an email within 24hrs. None came.-After 24 hrs 11/23/2023 we contacted the help chat and **** said the same thing as before.We want our service restored, and the ability to port our current phone numbers to another company. We attached chat logs here.

  Customer Answer

  Date: 11/26/2023

  Hello, After threatening legal action with documentation we were able to have a customer service person activate our phone numbers, with a block on them, so we could port them away from the company. The ports appear to have been successful. We still have not received any contact from the company explaining why they locked our account in the first place. We would still like an explanation of their actions. 

  Thank you

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

  Business Response

  Date: 11/30/2023

  November 30, 2023
  
  
  
  *****************************
  ***************************
  ******, ** 97405
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On November 27, 2023, we received your complaint, dated November 23, 2023, filed with the Better Business Bureau.
  
  You expressed concern with the suspension of your phone lines. You stated that you were told to create a new Ting Mobile account to redeem a referral credit. You indicated that you never received the follow up promised related to the suspension. You requested that your phone lines be restored so you can port out your phone numbers.
  
  Our records show that your phone numbers were previously ported out.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20910133
  
  I am rejecting this response because:
  

  We wanted for our accounts to be reactivated so that we could continue with our *************  When this did not happen in a timely manner we had no choice but to port our phone numbers out as soon as we persuaded the customer service rep to reactivate them. The initial response was that our numbers could not be ported out, but after mentioning our documentation and willingness to pursue legal action the numbers were released for porting.  This is not how you treat new customers who have done nothing wrong.  We would like our accounts to be unsuspended and the due to security issue resolved in case we ever want to come back to Ting. We would also like an apology for the unprovoked and unwarned suspension of our accounts and lack of any real effort to sort the issue out once they were suspended. We would also like an assurance, in writing, that we will not be charged for this debacle.  

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

  Business Response

  Date: 12/11/2023

  December 11, 2023
  
  
  
  *****************************
  ***************************
  ******, ** 97405
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On December 11, 2023, we received your rebuttal, dated December 8, 2023, filed with the Better Business Bureau.
  
  You rejected our response, as you stated that you only ported your phone numbers to a different provider because your Ting Mobile service was not restored in a timely manner. You would like your Ting Mobile account restored and the security issue resolved, in case you want to return in the future. You also requested confirmation that you will not be charged for the service.
  
  Unfortunately, your Ting Mobile account is not eligible to be restored, as our security system has linked it to others with unresolved issues.
  
  Please be advised that there are no charges due on your account.
  
  We again apologize for any inconvenience you may have experienced because of this issue.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20910133
  
  I am rejecting this response because the glitch in the system is on Ting's side, and it is their responsibility to come up with a solution to the problem and clarify what the problem is. 

  
  The business said Unfortunately, your Ting Mobile account is not eligible to be restored, as our security system has linked it to others with unresolved issues. 

  
  An obscure message like that is not clarifying what the problem is. This is the message we have received every time we have contacted Ting since they suspended our account. We have asked for clarification on this cryptic message in several different ways, and ****'s security team has not responded to emails given weeks to respond, and any staff we have talked to in the chat rooms are not able to elaborate on the error message. We have asked to talk to the member of the security team or a supervisor and the only answer was to give us the same response. There is no way within Ting's system for us to find out what that means or attempt to resolve the issue with them. It is very unprofessional to be unable to resolve an issue when an account has been suspended, especially when dealing with a customer who has not done anything wrong and is making every effort to work with them and problem solve. (All actions taken were on the advice of a Ting chat employee, and we have documentation of this). We also have received contradictory advice from employees in the chat room. 
  Our questions have been and are, What account is it linked to, and how can the issue be resolved? Is there a way to work through this to resolve the issue? We are willing to work with **** to troubleshoot and resolve this issue once we have direct contact with someone who is able to correct the system. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2023

  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.

  Ting mobile deleted all my voice messages on November 1, 2023, only one day after I re-saved them on October 31. These were very important messages, resaved many times before, one from 2021, one from 2022, and two from 2023. They were resaved over such a long period of time because Ting mobile deletes messages older than 14 days old. However, this time even though they were re-saved on Tuesday, Ting mobile still deleted all these messages the next day on Wednesday. I opened a request to have them restored the same day, Nov. 1, and explained how important these messages are. However, Ting mobile closed my request without ever responding to me. I called 3 times and spoke with 4 representatives explaining what happened, yet they all repeated the same answer: "messages older than 14 days will be automatically deleted". The fact that one message was 104 weeks old and all the other at least 6 or 7 weeks did not change their robotic answer. Please restore my 4 deleted voice messages so I can find a way to back them up and not risk losing them again. I have been a long time Ting customer and this experience is completely shocking. Closing open requests with no response provided, disconnecting calls with customer on the line, and repeating scripted answer that makes absolutely no sense is extremely exhausting experience in addition to the fact that **** simply deleted all customers messages and refused to restore them for absolutely no reason and against their policy. Take ownership of this horrible experience, please!

  Business Response

  Date: 11/08/2023

  November 8, 2023
  
  
  
  *************************
  *****************************
  *****, ** 19341
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear ****************:
  
  On November 7, 2023, we received your complaint, dated November 6, 2023, filed with the Better Business Bureau.
  
  You said that your saved voicemails were deleted and you requested to have them restored.
  
  As you were advised when you contacted us, unfortunately,deleted voicemails cannot be restored. As such, unless you backed them up or saved the messages elsewhere, we are unable to restore them to you.
  
  We sincerely regret any inconvenience this issue may have caused caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20834615
  
  I am rejecting this response because:

  I did save the messages prior to Ting mobile deleting them the next day. I re-saved them many times over the two years period for 1 message and one year for another message. Despite me saving them Ting mobile still deleted my saved messages. Why? No explanation is provided. No resolution is offered. No assistance or even an attempt to help is demonstrated. Excellent customer care from **********************, in every step of the way!

  The representative on the phone said I will have to subpoena Ting mobile in order to get back my saved messages. I am not an attorney. I am a customer. How can I subpoena them in order to get my own messages? First they delete the saved messages, then they make it impossible to retrieve them unless you are a judge or a lawyer! What a company!
  
  Sincerely,
  
  *********************