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:03/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I recently got a new iPhone, and for the past few weeks, I've been attempting to get in touch with TING customer support to get a new SIM card. The customer care assistance line initially plays a recorded message stating that there are problems with their phone systems. Now, it states that their offices are closed. Online Chat is offline as well. I'm at a loss for what to do next. I appreciate any assistance. Thank you.

  Business Response

  Date: 03/21/2023

  March 21, 2023
  
  
  
  ***********************
  13 *****************************************.
  ********, ** 10548
  
  Re:BBB Complaint #********
  
  Dear ****************:
  
  On March 17, 2023, we received your complaint, dated March 16, 2023, filed with the Better Business Bureau.
  
  You said you were unable to reach Ting Mobile to order a SIM card.
  
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  
  I ordered a SIM card to be sent to you. Once you receive it, please follow the steps found at ********************************************************************************************.
  
  If you run into any issues, please visit ************************.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

  Customer Answer

  Date: 03/21/2023

   
  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:03/11/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past week I have attempted to contact Ting Mobile's customer service several times to no avail. The security measures on their website require you to contact them by phone if you can't login. Every time I tried their phone sent me to a message citing an internal error on their end. I tried their customer service email and chat feature and no one ever contacted me. My phone is on the ***** and I needed to activate a new one. In my desperation for uninterrupted phone service I started a new account. That was a big mistake on my part. Within a few days my new phone broke, that was my fault. But I needed another new phone and due to ****'s security measures I now have 2 accounts I can't access. I've loved **** in the past. Unfortunately due to their lack of customer care I now wish to completely deactivate both accounts, which again, they are making impossible to do. So it seems to me, **** doesn't mind taking my money yet they refuse to give me customer service. And now I have to reach out to my bank and make arrangements to make sure **** no longer gets money for services I'm trying to cancel, that they are denying me to cancel.

  Business Response

  Date: 03/14/2023

  March 13, 2023
  
  
  ***************************************
  ******************************
  ********, ** 23662
  Re:BBB Complaint #********
  Dear **********************:
  On March 12, 2023, we received your complaint, dated March 11, 2023, filed with the Better Business Bureau.
  You said that you have been unable to reach Ting Mobile regarding your accounts.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and are making steady progress. We will be able to help you out once our systems are back up.
  Thank you for your patience as we work to resolve this.
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  ********** / ******* Better Business Bureau
  ********************************************************************
  *********************
  
  

• Initial Complaint

  Date:03/11/2023

  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.

  Cannot cancel service. Ting has made it impossible for a customer to cancel service. The online help tells you to call ***************** The phone answers, gives a message, and hangs up. More help tells you to use online chat. I tried once. I was *********. In 30 minutes I got down to caller 21. So I filed a ticket and asked to cancel, giving my acct # and other info.I filed 2 help tickets on March 8 and 9. I have no confirmation that my account was cancelled. The Ting online customer blog contains similar stories.My desired resolution is email confirmation from Ting that my account has been cancelled and the amount of final charges they will charge to my credit card.

  Business Response

  Date: 03/14/2023

  March 13, 2023
  
  
  ***************************************
  8 ***********.
  *************, ** 32136
  Re:BBB Complaint #********
  Dear **********************:
  On March 12, 2023, we received your complaint, dated March 11, 2023, filed with the Better Business Bureau.
  You said you were unable to cancel your Ting mobile service.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and are making steady progress. We will be able to help you out once our systems are back up.
  Thank you for your patience as we work to resolve this.
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  *********************
  
  

  Customer Answer

  Date: 03/23/2023

  Unfortunately I did not receive Tings response to my original complaint.  No, Were having communication problems. well get back to you later is not an adequate response. This is the same response that you see on their support blog. I have still not gotten any response to my cancel request, even though I ported my number to another carrier and receive no services from Ting.

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  
  
  ***********************************
  8 ***********.
  *************, ** 32136
  
  Re:BBB Complaint #********
  9934383210 - ************
  
  Dear **********************:
  
  On March 28, 2023, we received your rebuttal, dated March 28, 2023, filed with the Better Business Bureau.
  
  You requested to cancel your Ting Mobile account.
  
  A review of our records indicates that your service was disconnected on March 8, 2023. Please note that porting your number out cancels the associated line, as we are unable to provide service without a phone number.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  ****************************************
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 04/04/2023

   
  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. I received and paid what should be the final bill covering feb 28 - march 29.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/08/2023

  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.

  It has not been possible to cancel my phone plan with Ting Mobile, despite trying for more than a week now. There is no way to cancel online, which is anti-consumer, and (since I tried with a ********** billing address) *** also be against section ***** of the ********** Business and Professions Code. The website gives a phone number to call to cancel one's plan, but both that number and Ting customer service number has been down for the last two weeks. The phone number for new sign *** has *not* been similarly affected. The online chat function on the Ting website has similarly been down despite saying "online". I have submitted a request through the online help portal and received no reply. Please cancel my Ting plan immediately and refund my last bill as I have only been using this phone to (try to) call Ting. Thank you. (There have been other issues, such as the fact I have not been able to receive phone calls for the last 6 months on my Ting phone, but I will be satisfied with the cancellation and refund.)

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  
  *******************************
  123 Example St.
  **********, ** 02144
  Re:BBB Complaint #********
  Dear **********************:
  On March 9, 2023, we received your complaint, dated March 8, 2023, filed with the Better Business Bureau.
  You said you wished to cancel your Ting Mobile account but have been unable to reach us. You requested to cancel your account and be refunded.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and are making steady progress, but Ting Mobile customers may be unable to reach customer service.
  Please note that you may cancel your account online by following the steps below:
  Access your online account.
  Navigate to Account Settings.
  Scroll down to Cancel the account.
  Click No thanks. Cancel my account and follow the prompts.
  Please note that your phone number will expire 48 hours after cancellation, so please make sure you port it to another carrier if you wish to retain it.
  Ting Mobile is a post-paid service, so you are only charged for service you used or had access to. As such, we are unable to provide a refund.
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  cc: ****** / ******* Better Business Bureau
  ********************************************************************
  *********************
  
  

  Customer Answer

  Date: 03/15/2023

  Complaint: 19555985
  
  I am rejecting this response because:
  
  Despite the instructions given, there is no apparent way to cancel one's account online.
  
  After signing in and going to ****************************************************, I am at a page labeled 'Account Settings'.
  
  The word 'cancel' appears one time on this page, on a link labeled "Port out or cancel Mobile service". Clicking this link gives a pop up which I have attached an image of. It says  "Looking to cancel? Well quickly help you out and send you on your way. To cancel your account, please call: **************", which, as I described before, is inaccessible.
  
  Like the last time I had a customer service complaint, all I got was offered help with navigating Ting's broken user interfaces, rather than someone actually solving the problem at hand. I don't want help finding the cancel button -- just terminate my account without any further input or interaction from me.

  Additionally, you write "Ting Mobile is a post-paid service, so you are only charged for service you used or had access to. As such, we are unable to provide a refund." You know my credit card details, you are quite able to provide me a refund if you choose to do so. I am unable to receive incoming calls on my Ting phone, and the only outgoing calls have been going to your broken customer service number. Why should I be made to pay for a service that does not work, and that then refuses to let me cancel my service?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  
  
  *******************************
  123 Example St.
  **********, ** 02144
   
  Re:BBB Complaint #********
  
  Dear **********************:
  
  On March 22, 2023, we received your rebuttal, dated March 21, 2023, filed with the Better Business Bureau.
  
  You requested to cancel your Ting Mobile account
  
  A review of our records shows that you contacted us on March 21, 2023, and canceled your account.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 03/30/2023

   
  Better Business Bureau:
  
  After one month of trying to contact Ting Mobile through a variety of means, the third representative to respond to me was able to close my account, the first two having taken no action. To my knowledge I have not received any refund. Is the extra $12 or so you managed to extract from me by putting up obstacles to my closing the account worth the effort and negative reviews?

  I want to thank the BBB for providing a line of communication that Ting feels compelled to listen to.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:03/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a Ting customer, but currently without a functioning Mobile Service. For over a week, texts have not been reliable nor have I been able to retrieve voicemails. Due to the unreliable service and failure of Ting Mobile to find a way to address customer problems, I have signed up with ******* but until I can reach a human to provide me with my account number and porting PIN I am stuck with a temporary phone number that will not work for all the places I use two-factor authentication, including my Ting account. I need my phone number back! I have sent emails with no response other than an automated one (reference#******* on March 1, 2023 and ****** on March 4th.

  Business Response

  Date: 03/14/2023

  March 13, 2023
  
  
  ***********************
  15904 ***********
  *******, ** 98011
  Re:BBB Complaint #********
  Dear ************:
  On March 8, 2023, we received your complaint, dated March 7, 2023, filed with the Better Business Bureau.
  You said your service has been down and youve been unable to reach Ting Mobile.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and are making steady progress. We will be able to help you out once our systems are back up. We have many troubleshooting articles available online at ******************************. If you cannot find help for your issue(s) there, we will be able to help you out once our systems are back up.
  Thank you for your patience as we work to resolve this.
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  ********** / ******* Better Business Bureau
  ************************************************************** 80210
  *********************
  
  

  Customer Answer

  Date: 03/14/2023

   
  Complaint: 19549181
  
  I am rejecting this response because:  It is difficult to imagine a scenario that would keep customer service unavailable for 2.5 weeks.  I have accepted the fact, given the failure of the company to inform customers of what is truly going on aside from the vague cybersecurity label, that my personal data may be compromised and I have now moved on to a new cell phone number (with ******** and cancelled the credit card you have on file while I wait for a replacement.  I didn't realize until now how silly the two-factor authentication with my cell phone is to get into my account, since once texts no longer were working and customer service was not available, not only was my phone useless but I could not access my account # and PIN to port my number to my new provider.  The work to change all my accounts linked to my old cell phone number and credit card is substantial, and I am certain I am not alone.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/07/2023

  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.

  2-28-23 At 3am in the morning while I was sleeping, "TING" , a company I never heard of charged my cash app $18.12. I contacted cash app while it was still pending and they said they can't do anything till it's posted .. When it posted,I contacted again and cash app said I'll have to contact the merchant which is impossible because I don't know them, don't have an acct with them and it's a fraudulent charge.. However, I did try and contact "TING" and every number I call puts me in a holding cue for 20 minutes then hangs up on me.... I'm filing with BBB complaints against both companies TING for frauding and Cash App for being complicate

  Business Response

  Date: 03/14/2023

  March 13, 2023
  
  
  *******************************
  ***********************************
  ********, ** 18509
  Re:BBB Complaint #********
  Dear **********************:
  On March 8, 2023, we received your complaint, dated March 7, 2023, filed with the Better Business Bureau.
  You said a charge was applied to your Cash App without your authorization. You requested it be refunded.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and are making steady progress and we will be able to help you out once our systems are back up.
  Thank you for your patience as we work to resolve this.
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  ********** / ******* Better Business Bureau
  ********************************************************************
  *********************
  
  

• Initial Complaint

  Date:03/03/2023

  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.

  Ting Mobile I am unable to resolve my account with Ting Mobile. I sent an email, opened a chat, called the customer services numbers, Instagram messaged, ******* messaged and left messages on majority of their social platforms. I was finally able to have my account charged for January 2023 bill and then February 2023 bill (charged both on 2/17/23) but my services has been off. I am being charged for services I am not receiving. My account is active. My SIM is telling me "SIM 1 not provisioned". This lack of response from TING is going on too long. I need my TING Mobile account restored.

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  
  
  Ms. ***********************************
  55 ****************., Apt. 3D
  ************, ** 10552
   
  Re:BBB Complaint #********
  
  Dear **********************:
  
  On March 4, 2023, we received your complaint, dated March 3, 2023, filed with the Better Business Bureau.
  
  You indicated that you are experiencing issues with your account and have been unable to reach us.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  
  We apologize for the inconvenience. Our teams are working hard to restore systems as soon as possible and are making steady progress and we will be able to help you out once our systems are back up.
  
  Thank you for your patience.
  
  Sincerely,
  
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  3801 **************., #*** 
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:02/28/2023

  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.

  My SIM card stopped working, so I installed an updated one. I am not able to activate it because the customer service help telephone line has been not working since last week (there is just a recorded message that they are experiencing issues with their **************** systems). Chat is also offline. I emailed a request to ************* (reference #*******) with no response. At this point, I have not been able to use my phone since last week (02/22). I would like to stay with Ting because I believe in their business model, but I need to be able to communicate with **************** for support to activate my new SIM card.If this cannot be resolved and my phone set up to work by 03/03, I would like my phone number released so that I can port it to a different service provider.

  Business Response

  Date: 03/02/2023

  March 1, 2023
  
  
  *****************************
  72 **********.
  ***********, ** 21157
  
  Re:BBB Complaint #********
  Dear ****************:
  On March 1, 2023, we received your correspondence, dated February 28, 2023, filed with the Better Business Bureau.
  You said that you replaced your SIM card, but you have been unable to activate it and you cannot contact customer service because of system issues. If the issue cannot be resolved by March 3, 2023, you will switch to a different carrier.
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation. 
  Once the system is accessible, we will be able to assist you with activating your new SIM card; however, we cannot guarantee this can be done on or before March 3, 2023.
  We apologize for the inconvenience and can assure you that we will continue to work toward resolving the matter as quickly as possible.
  Sincerely,
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  cc: ****** / ******* Better Business Bureau
  3801 **************., #*** 
  ******, ** 80210
  *****************************
  

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had no cell service for going on 4 days. The company has locked all of their customer support helplines with an automated message saying they are having issues but service shouldnt be interrupted. There is no way for me to even cancel my service with them because they send a verification code to my phone that I cant receive.

  Business Response

  Date: 03/02/2023

  March 1, 2023
  
  
  
  *********************************
  578 ************
  ******, ** 55005
   
  Re:BBB Complaint #********
  
  Dear ******************:
  
  On February 28, 2023, we received your complaint, dated February 27 2023, filed with the Better Business Bureau.
  
  You said that you have been without service for four days, and you have been unable to contact Boost Mobile customer support for assistance and you cannot cancel your service.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation. However, this incident did not cause the loss of your service; therefore, once the system is restored, we will need to troubleshoot your issue(s) and/or cancel your service, if you prefer.
  
  We apologize for the inconvenience and can assure you that we will continue to work toward resolving the matter as quickly as possible
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  3801 **************., #*** 
  ******, ** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 03/03/2023

   
  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:02/26/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel a ting account. You cannot cancel on the website, Ting is not accepting any phone calls to customer service, all phone numbers are down. Ting online customer service chat is completely offline. There is no way to cancel the service and they continue to proccess autopay.

  Business Response

  Date: 03/02/2023

  March 1, 2023
  
  
  
  Mr. *************************
  212 *******
  *********, ** 35150 
   
  Re:BBB Complaint #********
  
  Dear ****************:
  
  On March 1, 2023, we received your complaint, dated February 26, 2023, filed with the Better Business Bureau.
  
  You stated you have been trying to cancel your Ting account and our website is down as are all phone numbers, online customer service and chat.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation. We retained the services of cybersecurity experts and outside advisors to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
  
  Due to this incident, many of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Were making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.
  
  We are sorry for the inconvenience and we will be able to help you out as soon as our systems are back up. 
  
  Thank you for your patience.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19500958
  
  I am rejecting this response because: there is no resolution, only an excuse to why it is going on and a further delay, this response didn't offer any resolution to the complaint
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/10/2023

  March 10, 2023
  
  
  Mr. *************************
  212 *******************
  *********, ** 35150
  Re:BBB Complaint #********
  Dear ****************:
  On March 8, 2023, we received your rebuttal, dated March 7, 2023, filed with the Better Business Bureau.
  You rejected our response stating there was no resolution provided, only an excuse to why it is going on.
  My response was an explanation of what was going on and I cannot provide a period on when we will be able to resolve your concerns; however, I will put you on a follow-up call list to contact once we have our systems restored and I will work on your cancellation and refund.
  My contact information is below and please let me know if you have any questions.
  Sincerely,
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  Hours: Mon-Fri 8:00 am to 4:30 pm MT
  **************
  ********** / ******* Better Business Bureau
  ****************************************
  ******, ** 80210
  *****************************
  
  

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19500958
  
  I am rejecting this response because: there is still no resolution, it has been 3 weeks since anyone has been able to contact customer service either via phone or web, and You cannot even provide a timeline of when that might occur. This is crazy to me, how can a company not manage to find a way to restore some form of customer service for 3 weeeks and have no end in sight? Is Ting accepting new customers, if so are they being informed that CS has been unavailable and will continue to be so?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/27/2023

  March 27, 2023
   
  
  
  Mr. *************************
  ***********************
  *********, ** 35150
   
  Re:BBB Complaint #********
  ********** - ************
  
  Dear ****************:
  
  On March 23, 2023, we received your rebuttal, dated March 22, 2023, filed with the Better Business Bureau.
  
  You rejected my last response stating it has been three weeks since anyone has been able to contact customer service with no end in sight.
  
  On March 27, 2023, I accessed your account and confirmed it was disconnected on March 1, 2023. I also found an $8.19 payment collected on February 26, 2023, and a $8.19 payment collected on March 11, 2023. I requested a refund for both of these payments; please allow seven to ten days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  Hours: Mon-Fri 8:00 am to 4:30 pm MT
  **************
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 04/03/2023

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