Mobile Phone Service
Ting MobileHeadquarters
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Complaints
Customer Complaints Summary
- 65 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/08/2023
Type:Customer Service IssuesStatus: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.
This company provide a not working service without any customer support and when I ask them to close account they require additional payment even they never provide service to me.Business Response
Date: 02/13/2023
February 10, 2023
***************************
1328 *********.
******, ** 98402
Re: BBB Complaint #********
********** - ************
Dear: ************
On February 9, 2023, we received your complaint, dated February 8, 2023, filed with the Better Business Bureau.
You said you never received service and disputed your Ting Mobile balance.
A review of our records indicate that we received no contact whatsoever regarding any technical issues you may have experienced.
Even though we were provided no opportunity to resolve any issues you may have experienced, I waived your $27.25 balance.
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
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 02/13/2023
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:02/06/2023
Type:Customer Service IssuesStatus: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.
Ting ## When replying, please ensure your reply is above this line ##Dashae has logged a request for you.Your reference number is #*******.We wanted to follow-up to make sure you had some details around a recent interaction you had with ****. Here are the details:Dashae B (Ting Help Center)Dec 22, 2022, 15:49 EST Hello ****, Today you called in wanting to cancel the account and expired the line ending in ****. I have successfully done that for you. You will also receive your final bill once that is prorated and finalized. If you have any other questions or concerns please do not hesitate to reach back. Thank ****, **** care No action is required on your part, we just wanted you to have a copy of your conversation with us. If you like, you can also view this request online.Mobile **************** is available from 8am - 1am (ET) Mon-Fri, 8am - 11pm ********* Fiber Internet **************** is available 24 hours a day, 7 days a week.More from Ting: Ting *********************************** [R8VM8W-6QP6G]Business Response
Date: 02/10/2023
February 10, 2023
*****************************
33700 ***********.
****************, ** 48335
Re: BBB Complaint #********
********** - ************
Dear **************:
On February 7, 2023, we received your complaint, dated February 6, 2023, filed with the Better Business Bureau.
You said you were charged for service after you canceled your account.
When we spoke, I explained that Ting Mobile is a post-pay service, and you subscribed to a flat-rate plan rather than a per-use plan. As such, you were charged for the service you received in December 2022.
You indicated that you had misunderstood the plan and you said you would pay the outstanding balance.
We sincerely regret any confusion this issue may have caused.
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
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 02/11/2023
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:10/30/2022
Type:Service or Repair IssuesStatus: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 have called on this issue several times and keep being told it is the phone however, since the phone is able to get calls when I am already in a call and it was able to receive calls directly on 10-4-22 (thr day of or after a new update came through) I no longer believe it is the phone. Additionally upon further research many Ting customers have this issue so it is server not phone. Furthermore I spoke with ******* who stated that the provider recieves a copy of their update and customizes it which would make sense why it worked briefly then again no longer worked a day later. This was escalated to tech care as per their requirement for me to call th yet again and I have not received anything back on the matter in several business days. I have been dealing with this issue since my first month. The very first ( might have been second) associate I spoke corrected the issue but the moment my service settings and phone were restarted the issue was back and no one since has been able to correct it. All basic troubleshooting has been done many times and the tech care team (higher than the standard team) was supposed to be resolving this but I haven't heard anything back even after two follow up requests.Thank you for your assistance,*************************************Business Response
Date: 11/07/2022
November 7, 2022
*******************************************
6468 ***************.
**********, ** 63051
Re: BBB Complaint #********
********** - ************
Dear **************************:
On October 31, 2022, we received your complaint, dated October 30, 2022, filed with the Better Business Bureau.
You stated that you are unable to receive calls on your device, even after troubleshooting. You requested that this problem be corrected.
Please note that Ting Mobile is a Mobile Virtual Network Operator (MVNO), which is a service provider that does not own the wireless network infrastructure (network towers) over which it provides service to its customers. Your account is currently on T-Mobiles network.
Below are the steps that ******* provides to troubleshoot your problem on your device, the ******* S10e:
Restart your phone
Power down the phone, take the *** card out of the phone for ************************************ the phone, then power up the device
Check for software updates and download all available updates
Reset Network Settings
Settings > ****************** > Reset > Reset Network Settings
Confirm Wi-Fi Calling is enabled (the steps below support most phone models)
Settings > Wireless and Network Settings > More or More Options > Wi-Fi Calling (make sure it is enabled)
As stated in our Terms and Conditions, coverage and quality of wireless services *** be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other structures. As a result,customers *** experience difficulty making or receiving calls while indoors.
There are gaps in coverage within our estimated coverage areas that *** impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Ting Mobile offers no warranty or guarantee of such.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
***********************
Sr. Corporate Case Manager
Executive Escalation Team
Ting MobilePhone Hours: M-F, 6:00 am - 2:30 pm MST
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 11/08/2022
Complaint: 18334473
I am rejecting this response because : after the latest ******* update I did have the incoming call feature (which I am paying for) but after Ting made their changes I no longer had the feature. A ******* rep stated they provide their updates to the mobile carriers at which point they cannot support the changes the carrier makes. Additionally if they are offering the service and stating that the phone you have is compatible with their services they should be providing said services. Furthermore, if the first representative I spoke with was able to correct the problem then they CAN but are refusing to providing this service (that is not in accordance with their response that they can't help it if the towers they are using aren't supporting the service they promise). Also their coverage map indicates I am in full coverage area not partial.
Sincerely,
***************************************Initial Complaint
Date:10/14/2022
Type:Billing IssuesStatus: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.
Im a Ting mobile customer. I have an account that has over $350 credits in it. The credit is earned after I have do my afford to refer friends to sign up the ting and activate the Ting SIM card .On 10/13/2022 I ask the customer service that if I port out my number will my account closed or my credit will disappear, the customer service said that it wont. So I choose to port out my phone number. After I port out, I am trying to get a new line in my account, I found that my account is not work anymore.I try to contact the Ting support online to get the solution. But they said they cant do anything and didnt know when my account will restore or closed forever. I ask them whether I can sign up a new account and then they transfer the credit to my new account. They said that they cant.The only thing they said to me is: due to our security system there is nothing we can do about this account.I hope the BBB can help me to restore my account or ask Ting to transfer my credit into my new account, if they can transfer please let me know and I will sign up a new account immediately.Thank you so much.Business Response
Date: 10/18/2022
October 18, 2022
***********************
23910 **********.
*******, ** 98026
Re: BBB Complaint #********
********** - ************
Dear ********:
On October 17, 2022, we received your complaint, dated October 14, 2022, filed with the Better Business Bureau.
You stated that your account was disconnected with a credit balance. You requested it be reactivated with the credit balance or to have the credit transferred to a new account.
A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit https://ting.com/terms.
For any additional concerns regarding this issue,please email ***********************************.
We regret any inconvenience you may have experienced.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*********************
Sr. Corporate Case Manager
Executive Escalation Team
Ting Mobile
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 10/18/2022
Complaint: 18224728
I am rejecting this response because:I didnt know which terms I have not allowed? Dont reply the official reply, I want to know how to restore my account.
Sincerely,
*******************Business Response
Date: 10/27/2022
October 26, 2022
***********************
23910 **********.
*******, ** 98026
Re: BBB Complaint #********
********** - ************
Dear ********:
On October 26, 2022, we received your rebuttal, dated October 25, 2022, filed with the Better Business Bureau.
You requested more information regarding your account and our terms of service. You also requested to restore your account.
Please refer to my previous response, wherein I urged you to email *********************************** for more information regarding this issue.
As your account was disconnected due to violations of our terms of service, we are unable to restore it.
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
Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
**************
***************************************************************** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 11/02/2022
Complaint: 18224728
I am rejecting this response because:You always said that A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit https://ting.com/terms.
I didnt know which terms I am in violation?Would you please show me?I need to get my credit back. And have my account restore.
Sincerely,
*******************
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