Business Profile

Pre-Paid Phone Cards

Tel3

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Tel3's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

49 total complaints in the last 3 years.
7 complaints closed in the last 12 months.

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Submit a Complaint

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:03/11/2024
Type:Product Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I've used Tel3 since 2005. I've recently added to ********** credit balance, bringing the total to over $350. However, starting this weekend, calls no longer work, and I'm unable to log into my Tel3 account. All calls to customer service result in, "All representatives are currently busy, Goodbye." I filed a support ticket at support.tel3.com, but that has also received no response. I've paid, and I want to use my credit balance!
Business Response
Date: 03/15/2024
******** was contacted directedly and asked to please use his account.
Customer Answer
Date: 03/18/2024
Tel3 fixed my login issue, and I was able to use the service on 3/15. However, on 3/16 and 3/17/24, calls could not be placed with Tel3, and tel3.com was down.
Customer Answer
Date: 03/20/2024
Tel3 fixed my login issue, and I was able to use the service on 3/15. However, on 3/16 and 3/17/24, calls could not be placed with Tel3, and tel3.com was down.
Initial Complaint
Date:02/17/2024
Type:Order Issues
Status:
UnansweredMore 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.
Most times I try to use TEL3 service for an international call I get "all lines are busy, please try again later" message. This happens more often than actually making call connection! Checking internet posted complaints this is a normal situation.
Initial Complaint
Date:02/06/2024
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.
I have used this service for about ten years and have been happy with it all that time. For approximately the last month, however, it has become useless. I make an occasional call to ****** and never had a problem until now. I enter the number to call as usual and after being told the number of minutes left in my account I instantly get the message "all circuits are currently busy, enter the number to call ...". This scenario is then repeated ad infinitum. Hence no call can ever be completed.I don't know if there is some technical reason for the problem or if the company is no longer able to handle as many calls as it used to. I would just like to have the good service I once had.I tried calling customer service and got an answer, was being directed to a representative and then got the message, "All representatives are currently busy, Goodbye." and a hang up. That seems odd for a company trying to run a good business.
Business Response
Date: 02/08/2024
We will get with the customer and attempt to resolve this issue immediately .
Business Response
Date: 02/09/2024
We spoke with the customer and resolved the issue . He stated and ask that we post that he was satisfied .
Initial Complaint
Date:10/09/2023
Type:Sales and Advertising 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 was a satisfied customer with ********************** for at least 8 years. I made regular International calls without any problems to connect or use my credit. I had recharged my credit in increments of $10.00 many times, always adding credit when I was about to run out. In recent months it had become difficult to even get an International connection. "All circuits are busy right now. Hang up and try your call again later" was the standard message. It suddenly took many attempts to get through, with many days where this was not possible at all. My last successful call with this service was on April 6. Since then I received nothing but a long string of run-arounds, with the final recorded message telling me that "this call can not be completed"? I had contacted the company by e-mail, just prior to the final recorded message, leaving me to believe that by emailing them, somehow this prompted complete erasure of my existing credit? Did my contacting them give them "permission" to raid my account? I would've liked to use the remainder of my credit for International calls, as adding International phone service to my cell phone account would be a needless expense, since I make only a handful of calls, usually for special occasions, (Birthday greetings, etc). I would be happy with a credit for a functioning service.
Business Response
Date: 12/07/2023
Apologies for the mix up. The customers account was and is available for him to use the balance in his account , The phone number appears to not be working
Customer Answer
Date: 12/09/2023

Complaint: 20713831

I am rejecting this response because: As per the "offer" I made new attempts to access my account, and have faced the same issues as the many times before I filed my complaint. The company says my account is still available, yet the number isn't working? How is THAT solving anything? They confirm the validity of my complaint, do NOTHING to solve the problem, then claim "problem solved"? What nonsense is that? The very LEAST they could have done is render my account USABLE instead of simply doing nothing, yet expecting to absolved of all wrongdoing. As of now, I've been ROBBED of my phone credit, and left with absolutely no help or compensation. There has been NO solution offered at all!

Sincerely,

*****************************
Business Response
Date: 12/19/2023
I spoke to ******* directly and provided him with the proper access number and my number in case there was a problem. He will try that number and if it works '"I all Good " he says
Business Response
Date: 12/19/2023
I spoke to ******* directly and provided him with the proper access number and my number in case there was a problem. He will try that number and if it works '"I all Good " he says

Business Response
Date: 12/20/2023
We spoke with the customer and provided him with information need to place a call and he stated that was what he needed and he would be satisfied. There were several of the same complaint from ****************************** that shouldalso be closed
Customer Answer
Date: 12/22/2023

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:09/13/2023
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.
Tel3 provides ******* international phone service. Upon calling says my number is blocked Unable to reach customer service to reset. Still have credit with them.
Business Response
Date: 12/07/2023
Called and left a couple messages message for **** to call me back. Account is not blocked . All access number are working and we would like to help our customer
Initial Complaint
Date:07/16/2023
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 just added $25.00 on my card . I had remaining minutes left at the time but was getting low so I wanted to be prepared. I have to call my wifes Cancer ************ distance but the calls don't work anymore. It says all circuits are busy , or that it is not a good number . for the heck of it I put in my own number and it says that is not a working number, so I tried all the access numbers. only 2 asked for my account number which is my phone number . It says my account number is invalid. It seems to deduct minutes every time I try to call a number . All the numbers are located in Mass. I have not been able to use long distance on my home phone.. We are a low income family and this has had a great impact in trying to keep medical assistance intact for my wifes Cancer.. Furthermore nothing concerning them works online .Tried to check for new access numbers other tha the 6 I have and it does nothing when I clicl on it. Click on customer service it says they are all busy. This has been going on for months now . It says I only have $22.07 left now but what good is it when it doesn't work and they are playing with peoples lives.N
Business Response
Date: 08/01/2023
*******, we are very sorry for the confusion regarding this issue and would like to resolve this matter immediately. We spoke on thee 24 July and provided an access number *************) for you to use. I was under the impression from our conversation that you were going to use this number for your calls.
We apologized then and now for this inconvenience especially under these difficult circumstances. I have attempted to reach out to you but could only leave a message with my direct number. Please call me at your earliest convenience.
Customer Answer
Date: 08/01/2023

Complaint: 20328075

I am rejecting this response because: There is no explanation as to why this ever occurred .There was at least 6 access numbers when I signed up Now I am given only 1 . I see no way to access my account as none of the old contacts and access numbers to customer service work any longer . My wife died during and while I was denied access to the long distance calling service I had come to depend on leaving me with no way to contact her oncologist at a very crucial time . This complete loss of service created more stress for us both . I won't go so far as to say that it caused her death but it certainly created a situation where not getting her blood tests may have shortened her life. ultimately we knew she would die from her liver cancer so it really doesn't change that fact .I am not blaming them for her death I am just stating the facts of what transpired. Maybe it wasn't their fault with all the access numbers and every means of contacting them all failed at the same time. I was never offered a reason only a band aid type repair as far as I can see.One access number for all the customers to use ? It sounds like a recipe for disaster and the same type of failure . My wife the love of my life for 45 years is gone now so she can't be harmed if it crashes. Let's hope no one else is affected to the extent we were . I think Tel 3 has a long way to go to repair their tarnished reputation and alot of people are owed a real explanation and apology. The whole failure was handled poorly . There is nothing any one can do about any of that now it is too late . i hope they can once again gain their place in providing long distance to all their customers that are left with out fail. I wish them luck and I hope they put some safe guards in place to rapidly deal with keeping communications open to customers and not leave them in the dark.I haven't given up on them. I no longer have any pressing phone calls to make and I am watching to see how and if the company rebounds.

Sincerely,

*************************
Customer Answer
Date: 08/02/2023
You told me from the start that you have no power to enforce anything so why are you bothering me you know I just lost my wife . I have already stated my concerns . I don't wish to punish any one they seem to have enough trouble already . Don't you even read the correspondence that goes through your site. They got one access number ,you can't contact any of the previous numbers including customer service nor access your account now. . If you can't do anything what do you expect me to do. Apparently everyone thinks all this that has gone on is perfectly fine. Now will you leave me alone so I can be sad and miss my wife in peace. I wonder what your role even is in making business better. I will not waste my time any further Emailing the same stuff over and over nor will I call Tel 3 back .He already called me to tell me they only have one access number twice now .And that was the extent of our contact. Nothing I can do nothing you can do Right? They are trying to keep their business as such going and most likely that are doing the best they can. Remember you came into this at the end of the game after I had already finally discovered Trust pilot and got tel 3's attention all by myself with Trust Pilot , You didn't tell me about trust pilot I found it by accident . He told me what he was going to do, but the whole concept of things have changed since I started doing business with them years ago .Do I like the changes. No ,Maybe things will get back to where they were years ago You have no power ,I have no power . so guess what nothing can be done about anything. It will be business as how they make it at Tel 3.I Emailed you first before I found and contacted Trust Pilot and at that time my service was not working , my account was not working Nothing and there was nothing I could do about it because there was no where to turn for me and all the other people having the same problem . It is a good thing there is a Trust Pilot. There ought to be more sites like them to really help people that are lost like I was with no way to help my wife at such a critical time . I am trying not to dwell on the loss of my wife but all this day after day keeps bring it up and it is extremely upsetting.to me.
Business Response
Date: 08/29/2023
**** apologized for his delay in response but stated he would respond and update us.
Initial Complaint
Date:06/19/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have emailed customer support with no response. Calling phone number:************** is of no use, I always get the same message that "all reps are busy, goodbye." The website keeps going in circles asking to reset the password, I do and when attempting to use the new credentials I am back to the same place asking for a temporary password and a reset again. Eventually the account was locked.
Business Response
Date: 06/22/2023
I an effort to resolve **** concern, we have confidentially provided her with her credentials for logging in to her account.
We attempted to reach **** by phone but could not leave a message. Hopefully, **** will reach out to us at the number provided ans confirm resolution
Initial Complaint
Date:06/19/2023
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.
I have an account with ********************** which has apparently been "blocked" my username so I am unable to use money that I paid in advance to make international calls. I tried to reset my password using my email address and was then told that my account was not active at the moment. It's impossible to get anyone via the customer service number so I stuck with no way to use my money for calls.
Business Response
Date: 06/22/2023
We have attempted to reach ***** by phone and email. We advised him that his account was activated and that we needed him to place a call (Local is fine) with Tel3 before the end of day. Once this call is placed, his account would remain active placing calls.
We are awaiting his action, and will reactivate his account again if today is not convenient for him. We are trying to resolve as quickly as possible .

Customer Answer
Date: 06/22/2023

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:04/25/2023
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.
I am unable to use my account because my account number is not accepted by the ********************** system when I try to make a call. It is repeatedly declared to be "invalid". Thinking that my account needed to be reset, I tried calling Tel3's customer service line. Unfortunately, their customer service is NEVER available at any of the phone numbers listed on the website. I have tried all the numbers listed on the website for my area (see the attached screenshot for reference). I tried all of these numbers several dozen times during the past several weeks at different times of day. All to no avail. I always get this message: "All customer service agents are busy now. Please call back later. Goodbye."My preference at this point is a refund of my account balance. Please refund $46.01 to this email address: ***************** Many thanks,***********************
Business Response
Date: 05/13/2023
We have tried to each out to ****** but were unsuccessful. We will continue to try. The account is in good standing and should not be having any issues.
We also sent an email as a follow up to try and resolve the matter. One suggestion is to confirm the account number being used is ending in . . . 1. That maybe the problem.
Customer Answer
Date: 05/17/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and note that this issue appears to be resolved.
The messages left on my voicemail were sometimes garbled; I could not always make out the phone number(s) to return the call.
I tried calling the company many times using the customer service numbers listed on their website online. Unfortunately, no one ever answered those calls. That was not optimal.
Nevertheless, my account was reset online and I have access now.
Many thanks for all your help! I think it mattered a lot.
Sincerely,
***********************
Initial Complaint
Date:04/16/2023
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.
Tel3 disabled my account with an active balance and refuses to answer my phone calls or emails for support. I have $15 worth of credits that I cannot use and cannot get an answer as to why this is happening
Business Response
Date: 05/13/2023
Contacted the Customer and Explained why his account closed. Activated the account and advised how to keep the account open.
Customer advised that they would prefer to process their recharge online for continued use.

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Tel3 is NOT a BBB Accredited Business.