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:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought this service for my child. IT HAS NOT WORKED SINCE WE HAD IT. I got it so he could text and talk and he can only get text 3 people ( no idea why) and its all android devices when he has i phone. I have called in a few times and they think they fix it and they never did. My son has told me it has not worked since we have changed to this plan. I have paid for him to be able to get text from 3 people. I have not heard back from the company at all. The last *** tried and nothing worked, He still was unable to get recieve texts and sometimes calls ( callsonly in wifi). I want a refund and to service ended immediately.

  

  Business Response

  Date: 07/24/2025

  Hello,

  
  Thank you for reaching out. Our Support Team has been working to resolve the issues you've reported, and were still here to assist you further. However, your cooperation is essential to continue the process effectively.
  Upon reviewing your account, we noticed that a refund was already issued for the last month of service, despite recorded usage during that period.

  
  If youve decided to discontinue the service, we can proceed with canceling your plan as requested. Please note, however, that the additional refund amount youre requesting is not applicable under our current policy.
  We appreciate your understanding and are happy to help with any remaining concerns.

• Initial Complaint

  Date:07/22/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I submitted a port-in request from T-Mobile to Tello on July 19. On the same day I received a suspension email from T-Mobile confirming that the number had been successfully ported out. However, on July 21, Tello claimed that the port-in request was rejected by the previous carrier.I immediately contacted T-Mobile, who confirmed multiple times that the number has already been released and is no longer with them. Meanwhile, Tellos system has not updated, and their technical team is still reviewing the ******** of today (July 22), the number is still not active on Tello. I am traveling internationally tonight, and this delay is causing serious disruption to my access to two-factor authentication and other important communications.I have provided all required information, including the account number, port PIN, billing address. Still, ********************** has not resolved the issue in a timely manner, nor have they provided a clear path forward.I am requesting immediate escalation and resolution, and Im filing this complaint due to negligence and poor customer support on *********************** part.

  

  Business Response

  Date: 07/23/2025

  Dear customer,

  The port-in request experienced unforeseen technical issues during provisioning. As soon as the issue was identified, the case was properly
  escalated to our technical team and the previous carrier for resolution.
  
  Based on our logs we can see our Customer Support team explained the situation, and even offered compensation for the inconvenience.
  
  Unfortunately, this issue cannot be manually corrected on our end, and we must wait for the escalation to be resolved on our providers end. In
  the meantime, we are closely monitoring the case and remain committed to providing timely updates.

  We appreciate your understanding!

• Initial Complaint

  Date:07/22/2025

  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 registered tello with my ****** account on July 20. After registration, I paid for an 8 USD package, but my account was suspended. The email said that the account did not pass the security verification. There was no fraud in the payment. I did not violate the rules. I asked to restore the account. If not, please cancel my account. Because I used a ****** account to register the account, ********************** has no right to lock my ****** account. Please release my ****** account.

  

  Business Response

  Date: 07/23/2025

  Dear customer, thank you for reaching out.

  
  We take account security, system integrity, and adherence to our Terms and Conditions very seriously. When activity is detected that appears to be inconsistent with these policies, we may take immediate action to protect the platform and our user community.

  
  Please be advised that your account was suspended due to a violation of our Terms and Conditions.  The account was flagged during our standard security review due to
  patterns consistent with referral abuse from China based customers and newly created email activity.

  As a result, the account was suspended and access to our services denied. No unauthorized charges were made. Per your request, the account will be deleted to remove their email from our system.

  Please note Tello does not have access to or control over your ****** account

  
  For more information we would suggest checking on our Terms and Conditions here: *****************************************************************
  We recommend exploring alternative service providers to meet your communication needs.
  If you have any additional questions or concerns, feel free to reach out. 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23635447
  
  I am rejecting this response because:I currently live in *****************. Although I registered through a recommendation from a Chinese customer, I did not violate any of **********************'s rules. You can't generalize. I request a registration
  
  Sincerely,
  
  Zebin Ye

  

  Business Response

  Date: 07/23/2025

  Dear user,

  Thank you for reaching out.
  As stated in our Terms of Service, Tello reserves the right to issue a warning, suspend, or terminate service and access to our website or app if we determine that a customer has violated any of the terms, policies, or rules applicable to the use of our services. This also includes the right to take such actions for any other reason we deem necessary.
  This clause ensures that we can maintain the integrity, reliability, and safety of our services for all users. We also reserve the right to choose the customers we provide service to, in accordance with these terms: ****************************************
  If you have any questions about your account status or need clarification about our policies, wed be happy to help.

  Customer Answer

  Date: 07/23/2025

  
  Complaint: 23635447
  
  I am rejecting this response because:Hello, thank you for your reply.
  
  I have checked your company's usage rules and I want to file an appeal. First of all, this is my first time registering tello. In addition, I registered through a Chinese customer link. I don't know if he violated the rules, but I didn't. I registered tello only to contact customers, not to engage in fraud or violate national laws and policies, so I request to restore the right to use.
  
  Sincerely,
  
  Zebin Ye

• Initial Complaint

  Date:06/27/2025

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Tello, LLC, a mobile service provider based in *******, **. On 27/06/2025, I purchased a mobile number from Tello. However, immediately after the purchase, the number was blocked due to failing a security check. When I contacted customer service, they informed me of this issue but did not provide any further explanation or assistance. Since then, my attempts to reach out to customer service have been met with no *********** a result, I have been unable to use the service I paid for, and I am seeking either a full refund for the unused service or the restoration of my mobile number.Below are my account details for your reference:Account Holder Name: Haocong xing Order Number: ******** If possible, I have also included screenshots of my previous communications with Tello's customer service for your review.I appreciate your assistance in resolving this matter.Sincerely, Haocong xing

  

  Business Response

  Date: 06/30/2025

  Dear Haocong,
  
  After checking your account, we've processed a full refund for your order.

  Please refer to our Terms and Conditions for more details: *****************************************************************
  We take account security, system integrity, and adherence to our Terms and Conditions (****************************************) very seriously. When activity is detected that appears to be inconsistent with these policies, we may take immediate action to protect the platform and our user community.
  

  We understand this may be disappointing, and we appreciate your feedback. 
  Please note that upon review, your account activity did not comply with the permitted usage outlined in our Terms and Conditions.
  
  We appreciate your patience.
  ----

• Initial Complaint

  Date:06/26/2025

  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.

  After Tello failed to successfully port my CenturyLink number I tried to delete my Tello account. I found the link on their web site to delete an account was broken, it simply shows the support screen.There's no way Tello doesn't know the delete account link doesn't work. They are doing this to reduce departures while likely violating California state law.

  

  Business Response

  Date: 06/30/2025

  Hello ****,

  
  We apologize for the inconvenience. The link is not broken, and it is
  only asking you to either port out the temporary number or request its
  deletion, just like we advised in the follow-up email we sent to you.
  
  We usually ask for confirmation from our customers to avoid expiring a
  number accidentally, even if it is only the temporary one.
  
  We have now expired your number, and you should be able to delete the account with the very same link you had.
  
  Please let us know if you need further assistance.

• Initial Complaint

  Date:06/18/2025

  Type:Sales and Advertising 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.

  The email address on file is receiving scam emails from this company . Have my email from your database removed immediately, or there will be further and severe consequences

  

  Business Response

  Date: 06/20/2025

  Dear Mr. *** *****,
  
  We were unable to locate your email address record in our database based on the information you provided. To assist you further, we kindly ask that you forward the original email or any relevant documentation you received so we can conduct a more thorough investigation.
  

  Thank you for your valuable cooperation!

  Best regards,
  ************************** Team

• Initial Complaint

  Date:06/05/2025

  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.

  Dear BBB,Tello, my mobile provider, deactivated my numbers without notice. When I contacted them, I was told I could port out but only if I provided the Security PIN, which I forgot.However, they said the only way to reset the PIN is by receiving an SMS to one of my blocked numbers: ************** ************** This is a catch-22 situation: they require access to something they themselves have denied. They refuse to offer alternative methods for verification or PIN reset. I believe this is unethical and blocks fair access to *************: ****** ********* DOB: ********** Address: ***************************** Thank you for your help,****** *********

  

  Business Response

  Date: 06/06/2025

  Dear ******,

  
  Thank you for reaching out. Upon reviewing your account, we can confirm that our agents successfully assisted you in changing your PIN and generating a new security PIN.
  At **********************, we take the security of our customers very seriously. For this reason, certain details must be verified before we can proceed with changes to your PIN, number, or other sensitive account information.

  
  Kindly provide the required verification details at your earliest convenience so we can complete the transfer process for you.

  
  Thank you for your patience & understanding!

  
  

• Initial Complaint

  Date:05/28/2025

  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.

  On FEB 6 2025 I purchased keep calling App credit $5.99+ tax through ***** pay I was never able to use my purchase To call anywhere, my purchase does not Show up in app ***** says that I dont have refundable Purchases Keep calling appears NOT to have any Live help and I am getting automatic Answers from robots Order ID : ********** Document number *************

  

  Business Response

  Date: 06/02/2025

  Dear customer,

  We are sorry to hear about this issue. By checking our records, it appears that the order failed on our side.

  Therefore, the transaction was cancelled, and the funds were not collected. We recommend checking this further with Apple or with your bank.

  If you need extra assistance, don't hesitate to contact our Customer Support available 24/7.

• Initial Complaint

  Date:05/16/2025

  Type:Sales and Advertising 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.

  today buy tello esim,but unable to use after activation, no service.

  

  Business Response

  Date: 05/16/2025

  Dear customer,
  Thank you for reaching out.

  
  We see that you joined our service today and contacted us via email approximately two hours after completing your order. Our team responded within 10 minutes of receiving your message.
  If you wish to request a refund or need further assistance, we kindly ask that you follow up directly with our Customer Support team through: ******************************************. They will be happy to assist you further.
  

  Best regards,
  ******* *********
  
  

• Initial Complaint

  Date:04/25/2025

  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 name is LNJOON ****** tello number is **************. Tello Cancelled my number yesterday without any notice. But this is my number. I have the right to port it out to other carrier.But tello not letting me log into my account now. Please unlock my tello account so i can log into my account to get my account number and pin so i can port it away from **********************. Thank you so much!

  

  Business Response

  Date: 04/28/2025

  Dear customer,

  The line you referenced has been terminated due to a violation of our Terms & Conditions. Unfortunately, under these circumstances, a port out is no longer possible because the number is not active anymore. 
  The terms and conditions you agreed to on registration with Tello can be found at: *****************************************************************

  We apologize once again for any inconvenience.

  If you need assistance with any other issues, don't hesitate to contact us.
  
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23250949
  
  I am rejecting this response because: this is my number . my property. i have the right to port it out to other carriers according to law. Please give my account and pin ASAP! Or i will fill a fcc compliant!
  
  Sincerely,
  
  Lnjoon Jwa

  

  Business Response

  Date: 04/29/2025

  Dear customer,

  
  Thank you for your follow-up.
  We understand your concern regarding your phone number. However, as previously stated, the line in question has been terminated due to a violation of our Terms & Conditions, which were agreed to upon registration with **************************. As a result, the number is no longer active, and a port-out is not possible.
  You can review the Terms & Conditions here: *****************************************************************

  
  We regret any inconvenience this may cause. If you have any other questions or concerns not related to this matter, we remain available to assist you.
  Sincerely,
  ********

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23250949
  
  I am rejecting this response because: Tello stolen my cell number and not give it back to me which is breaking the law. bad company never do business with them!
  
  Sincerely,
  
  Lnjoon Jwa