ComplaintsforTello, LLC

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In short, I signed up for Tello Mobile's unlimited talk/text and data plan - with 35 GB of high-speed data then unlimited at a lower speed. I activated the account yesterday and today I checked my account to see how much data I used - and discovered I only have 100 minutes of talk time per month - which is not what I signed up for. It's odd, if you go to the Tello site, and pick one of their plans, their unlimited plan you can select 100 minutes of talk, 200 minutes and some other options before you get to unlimited talk. ************* text and data remain the same. There is only one reason to do this: try to get people to buy a plan with fewer talk minutes by mistake only to discovered they have to pay more for more talk time. Yes, I can switch the plan at the end of this month - but this kind of bait-and-switch went ouf with carnival barkers. And it's a shame a large corporaton like Tello engages in such tactics.

  

  Business response

  03/07/2024

  Dear Mr. ******************** order number ********, placed on February 29th, 2024 at 12:47:48 PM, included 100 minutes of talk time, unlimited texting, and unlimited data.
  All our customers have complete access to their purchase history, so you can easily verify this information in the "Order History" section of his online account.
  
  It seems that you accidentally selected the wrong plan, but once you reached out to our customer service team, we promptly corrected the issue. On March 5th, 2024 at 11:40:48 AM, you contacted us via chat to report that you intended to sign up for ************* everything plan, not the 100 minutes plan.
  By March 5th, 2024 at 12:11:46 PM, your incorrect order had been fully refunded, and your desired plan was activated.
  
  At Tello, we pride ourselves on resolving customer issues quickly and efficiently. We assure you that we do not engage in any deceptive practices or take advantage of our customers.
  
  Furthermore, offering customizable plans, flexibility, and competitive pricing are standard practices at Tello.

  We firmly believe in providing our customers with the freedom to build their own plans to best suit their needs.

  Please let us know if you need assistance with any other information!
  

  Customer response

  03/07/2024

   
  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. Sorry for the trouble.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I have a service with tello mobile and monthly payment is taken through my account. On February 6th they took $10.72 and they sent me a bill that my payment is past due. On February 10 I made a payment of $9.67. When I checked my account I discovered they had already took the monthly payment. When I disputed the charges they suspended my account.I have paid for the service but I cannot use it.

  

  Business response

  02/28/2024

  Hi *****, one of our representatives already contacted you and provided you assistance with your complaint.
  
  We believe your account is now in order, please let us know if you need anything else.
  
  We will be happy to help!

  Customer response

  02/28/2024

   
  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

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have contacted Tello without resolution about service issues. When I signed up, I ask if there was any settings I needed to adjust and was told I did not. Since then, I have been given new network settings 3 different times. The following issues persist:- When talking to someone, I loose them. The call doesn't drop, there simply is no communication to or from the other person.- Network drops out at random. I can't call, text (SMS or MMS, or use data. - Recently I had to restart my phone literally 20 times. I need to keep the landline free for troubleshooting by the phone company and I'd restart, get a signal and then within a couple minutes completely loose signal. Sometimes I have a signal, no LTE, but I can't do anything with the phone. I'm told there's no carrier. VoIP does not work. - I managed to get ahold of Tello support having to use the landline and having no data on the phone. That was the 3rd set of network settings given to me. That lasted all of 24 hours and the problem occurred again.My wife has these same troubles too on a different phone too.I requested consideration multiple times but my requests were completely ignored. I requested these issues be escalated to management. Nobody ever contacted me.We were on a different carrier that had been bought out so we switched to Tello as it had been recommended. We never had these ongoing issues on our old carrier. When we did have the occasional issue, they were quickly resolved.The last case #s (from e-mail) were ******** and ********. 881 was the original ticket which they closed out without solving the issue. Tello claimed there was a tower outage in my area and later said it had been resolved. That made no sense. If there was a tower outage I wouldn't had ANY signal. That would mean there are cell towers out in multiple areas since this occurs in different geographic areas.

  

  Business response

  02/22/2024

  Dear *******************,

  We sincerely apologize for the ongoing challenges you've encountered with our service. Your satisfaction is very important to us, and from the moment you initially raised these concerns, our dedicated team has diligently pursued resolution options. Through exhaustive internal investigations, troubleshooting endeavors, and collaborative efforts with our network provider, we have strived to address the issues you reported comprehensively. Regrettably, despite our proactive measures, we have not received any communication from your end since September 2023, which hindered our ability to pursue the matter further.
  
  Given the recurrence of issues you're experiencing, one of our representatives has reached out to you to gather essential details.

  This will enable us to conduct a thorough review and identify the optimal solution to rectify the situation.

  Furthermore, we are committed to providing appropriate compensation for any inconvenience caused.

  Your feedback and cooperation are invaluable as we endeavor to enhance your experience and ensure seamless service delivery.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently downgraded the service for Tello from the $30 service to the basic, $5 service. Tello decided to retaliate by claiming I performed a chargeback from a card ending in **** (for which I cannot locate and do not have access to) and is preventing me from accessing the cellular service I have paid for. I have reported Tello, Spectrum previously for security and fraud issues to the *** ********, ticket no. *******, and recently DCA CIC-_CU-20240205-67429. The phone number ends in ****. In addition, I am having issues with contacting CreditOne (AGAIN, I reported them previously) and CapitalOne (about to report them) phone services to determine the card used that Tello is claiming was used. I consistently have issues with these "call centers" as I am 90% of the time dealing with an angry "Indian" man. There shouldn't be an issue with this again, I am assuming, obvious fact except when these "phone reps" ******** and purposely defraud people (maybe even specifically women?) in the US from utilizing basic services like credit cards, banking services, phone services, and make customer support lines as difficult as possible to communicate with. It is only a level of discontent that an ugly man would level at woman that can be experienced through calling and speaking with these "reps". I am beginning to think it is best to boycott companies that contract with these call centers and "customer support representatives", as their only purpose and seemingly personal goal now is to prevent ease of access to simple services and simple solutions. Now Tello is demanding 3 months worth of billing for a chargeback that never occurred. I will not be paying this fee. And I am having no luck in finding the card that they are claiming a chargeback with.

  

  Business response

  02/12/2024

  Dear valued customer,
  We hope this message finds you well. Our team has diligently examined and assessed the activity on your account, meticulously reviewing all interactions therein.

  It is important to note that throughout our engagement with you, our dedicated Support Team has consistently offered professional and precise assistance, striving to address your queries and concerns to the best of our ability.
  Regrettably, despite our ******* endeavors to provide support, we encountered challenges stemming from unreasonable responses and demands, coupled with a reluctance to collaborate on your part. Despite our repeated attempts to engage in meaningful dialogue, we faced difficulties in reaching a mutually satisfactory resolution.
  In light of the aforementioned disputes surrounding your orders with us, it became necessary to temporarily suspend access to your account and services. However, upon your indication of the desire to transfer your number elsewhere, we promptly restored account access. Furthermore, as a token of goodwill, we have reinstated the remaining balance, notwithstanding the ongoing dispute, allowing you to utilize it until the conclusion of the billing cycle corresponding to your last plan purchase.
  It is with a degree of regret that we must inform you that following the aforementioned billing cycle, we will no longer be in a position to extend our services to you.

  We sincerely appreciate your past patronage and regret any inconvenience this may cause.

  Should you have any further inquiries or require assistance, please do not hesitate to reach out to us.

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am filing complaint for my parents. ****** and ********************************* address **********************************************. A couple in their 80's. They have not had phone service for almost a month. Called over and over . Send someone out their for a few minutes and leave. Nothing gets done. Called again wait another day. Same pattern over and over again. Doctors can not call. Specialist can not call. In an emergency they can not call anyone. Very concerning. Asked to talk to someone higher above in company we can't give you that information. 1- 25 called back at 4:30 asked about what going on. It not 5 yet call back later. Was not fixed called back 5:15 could not give me information when going to be fixed. Called today no new information. Phone still not working.

  

  Business response

  01/29/2024

  Dear *****,

  Regrettably, based on the details you furnished, we encountered difficulty in locating any corresponding account. To facilitate a more thorough investigation, could you kindly offer us additional information such as the Tello number, registered email, or the name associated with the account?

  This supplementary information will enable us to pinpoint the specific account in question and conduct a more comprehensive assessment. Your cooperation in providing these details will greatly assist us in resolving the matter effectively and efficiently.

   

  Thank you for your understanding!
  

• Initial Complaint

  12/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I had my telephone number for the past 15 years with ********* Then I switched over to Tello.com (which is by the way a huge mistake, I really regret doing that I now wish I had never done that). Then I went out of the country and couldnt renew my plans for a few months. Since I couldnt renew my plan, Tello expired my number. After coming back to the country, I reached out to Tellos customer service a few times regarding getting my number back. They simply refused to help and provided the following poor response with full of arrogance:Tello reserves the right to expire numbers that no longer have an active plan.Who gives Tello this right to usurp my number I had it for the past 15 numbers. This is my number, I ported over to Tello (a Big Mistake). What a tyrannical response!Now due to their poor handling to the situation, I am locked out of my state unemployment benefits account, PayPal, my online banking and many more sites Ive been using to receive security codes. Not only that, all my family members and friends for the past ********************************************************* One more thing: kudos to ********* I was with them for the past 15 years, despite going out of the country many times and staying disconnected with ********* they never took my number away. Whenever, I came back, they welcomed me and ************** my plan/number without causing any of these unnecessary to their customers. Now I know why ******** is way better than Tello.com.The resolution I am looking for is simply to get my number back. I hope Tello will see the issue on their side and will realize that they will lose customers with their callous and arrogant attitude.Thanks!

  

  Business response

  12/07/2023

  Dear ******, thank you for reaching out.

  7 Days prior to the expiration you were sent both an SMS and an email stating:
  "According to our Service Agreement your Tello number ***************** will automatically expire on 09/13/2023.
  To keep this number and avoid service termination you can go ahead and subscribe to a Tello plan (starting at only $5/month) in the following days. Regardless of any account activity (call, SMS, data usage), your number will expire if no order is registered by 09/12/2023.
  Please note that once deactivated, a Tello number can no longer be retrieved."
  

  Also, our service agreement clearly states: "Tello reserves the right to expire numbers that no longer have an active plan. Customers will receive a notification via SMS or email 7 days prior to the expiry. Your specific phone number will be reallocated to another Customer and will not be available after expiry."
  
  AS already mentioned in the email, SMS, Terms or service and website in order to keep your numbers active you need a valid plan with Tello.
  
  Nevertheless, by pure luck we were able to go out of our way and recover the number ***********. 
  Unfortunately, the other number *********** could not be recovered, since a significant amount of time has passed since it was canceled.

  We're very sorry for the inconvenience, but that was everything we could do in this case.

  Please let us know if we can help with anything else.
  
  
  

  Customer response

  12/07/2023

   
  Complaint: 20961875
  
  I am rejecting this response because: you said you are not able to recover the (714) number; this is the critical number I needed the most and quite urgently. You simply recovered the number that is not as important to my accounts online. All my life-line is attached with the 714 number as I've explained in my original complaint (the state unemployment benefits, online banking, amazon, PayPal, my all online accounts, my family members and friends have this number for the past 15 numbers). I verified that the 714 number is still not assigned to anyone yet; how is it that you are not able to recover it. Did this number just disappear in a black hole where it cannot be recovered from? Your explanation does not make sense and not convincing.
  
  You reiterated your policies regarding expiring numbers. You can expire any number you own, but you have NO RIGHT to expire the numbers that customers port over to your network. I am confident customers would agree with me on this stance. That's why I said it was a huge mistake to buy your plan and port over my number to your network. Therefore, restating that I was with ******** for the past 15 years and never faced any such difficulties/inconveniences. I truly regret leaving them and coming over to your network.

  My resolution still stand that I need my 714 number.
  
  Sincerely,
  
  *************************

  

  Business response

  12/11/2023

  Dear ******,

  As explained before, there is really nothing we can do to retrieve that number.

  You've received several notifications (SMS & email) in the past in order to take the appropriate steps and keep the number active.

  Please note we acted according to our Service Agreement, and despite all our efforts your number was expired. Once deactivated, a Tello number can no longer be retrieved.

  There is really nothing we can do in this case. We apologize and we're very sorry we can not assist you with this request.

  Tello

  Customer response

  12/11/2023

   
  Complaint: 20961875
  
  I am rejecting this response because: of you refusing to help I am forced to take a legal action against Tello.com since you said you cannot help with retrieving my number. As I said, it was not your number and you have NO RIGHT to take it away from me. I need this number for the reasons I've already explained multiple times in my previous correspondence. Your irresponsible actions have deprived me and my family from my state unemployment benefits and may other essential life-related benefits. I am going to share my experience with the online community so people will be aware of tyrannical policies.
  
  *************************

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Good afternoon. I hope you are doing well. I attempted to port my number out of Tello and my new provider is having issues with completing the transfer. For a few days now, I cannot receive calls on the number. I am missing important calls. This number is very important to me as I have had it for over a decade and my friends and family have this number. I am very worried about the situation. I would appreciate your help on the situation. Also, respectfully, please do not make any changes to the port at this moment without confirming with me. I would like to thank you for your time and I look forward to resolving the issue.

  

  Business response

  11/22/2023

  Hello ****,

  And thank you for your patience!
  

  We checked the issue that you reported, and can see that you initiated the port out on November 19th, and it was completed on November 20th.

  Therefore, the number is no longer on our side and only the new provider can check for any issues on their side. If they need any other information from our side, they can also contact us directly: ******************************************

  Thank you very much for your understanding!
  

   

  Customer response

  11/22/2023

   
  Complaint:
  
  Good afternoon. Thank you for your response. Respectfully, I would appreciate it if you could contact me at the number provided on the complaint to discuss this further as the new carrier is having issues.  I have had this number for over a decade and my friends and family have this number. I am very worried. Please help. Thank you again.

  

  Business response

  11/23/2023

  Dear customer,

  Our agents from Customer Support will contact you back as soon as possible and see how we can help. 
  In the meantime, you can also contact us or ask your new provider to get in touch about this directly at ***************.
  
  Thank you for your patience!
  

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Myriad of issues including Chrome informing me of malicious network behavior, as well as phone calls not coming in, and phone calls being routed to numbers that were not the numbers I had dialed.Dropped calls while full bars, etc.Am also coordinating with ******** although phone is new, updated, not sharing pin or password, etc.Have done all troubkeshooting multiple times.

  

  Business response

  11/06/2023

  Dear ********,
  
  Thank you for choosing Tello and we apologize for any inconvenience you've experienced.

  Our Customer Support agents tried to contact you several times at the number ending in *648 but were not able to reach you.
  
  Kindly provide us with a Contact Phone number and a suitable time to reach you in order to assist you with the issues mentioned regarding your Chrome browser and calls.
  
  We are looking forward to your updates.
  
  Thank you in advance,

  Tello

  Customer response

  11/07/2023

   
  Complaint: 20818313
  
  I am rejecting this response because:

  I have not received satisfactory correspondence from Tello. Most of the representatives do not properly address the issue.
  
  Sincerely,
  
  *******************************

  

  Business response

  11/08/2023

  Dear customer,

  We tried to contact you many times, even during the weekend, but we received no response to our calls or emails.
  Lastly, we sent you a detailed troubleshooting email in hopes you could see it and go through the steps to resolve the issues mentioned.
  
  During our latest attempt to assist you you were not cooperative and did not want to perform the troubleshooting actions required.

  We are very sorry for the inconvenience, but some of the steps have to be taken by you, from your phone.

  At this point we don't have enough information provided by you in order to assess your situation properly.

  Thank you for your patience!
  

  Customer response

  11/08/2023

   
  Complaint: 20818313
  
  I am rejecting this response because:

  I have responded to Tello Mobile and have even spoken to them as early as yesterday evening.

  I am now waiting for a specialist to contact me at a scheduled time tomorrow A.M.
  
  Sincerely,
  
  *******************************

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My Tello phone number ************. For the past year I have had missed calls that never registered on my phone. People have called me and said that their calls go to voicemail and I never heard the phone ring or got the voicemail. I really don't know how many phone calls I missed, how many opportunities that passed me by because I was not reachable. Tello told me to check my network setting every time I called to complain. I did and there was nothing wrong with my phone. Another agent said that my 5G sim card was a gen 1 and that maybe it should be change to a new one. He had a new sim card shipped to me. He said I would be properly compensated several months for the terrible service if the new sim card fixed the problem. The new sim card seems to have fixed the problem. It seems the first sim card that they gave me was defective. I called Tello to be properly compensated afterwards. After paying almost to a year on what was suppose to be great service and getting the opposite the agent offered me a measly one month refund. Sorry that is not fair or right for providing a sporadic and unreliable phone service because of a defective sim card they made.

  

  Business response

  10/09/2023

  Dear customer,

  By checking our logs, we can see that you have contacted us numerous times since you joined Tello and every time you were provided with professional and accurate assistance. You also received compensations and exceptions for your account whenever it was necessary.
  In regards to the issue presented (that some of your calls go straight to Voicemail) you only reported this on the 25th of August 2023, and you also stated that the issue started only in August.
  We have sent you a free SIM to see if that could solve the problem and also offered you a free month of service as compensation.
  We are glad to see that the new SIM solved the issue, and we have refunded your last order, as a compensation for the issue you encountered.

  Thank you for your patience and understanding.

  Please let us know if you need your help with anything else.
  

  Customer response

  10/09/2023

   
  Complaint: 20700647
  
  I am rejecting this response because:

  Only one time ever have you ever refunded me for poor which was for a measly $8. You guys are so stingy that even when you provide sporadic service you are extremely cheap to even make it right by refunding beyond one month. It as though your poor service is just contained to only one month. It's $8 a month service yet you are never reasonable to do anything other than that to leave the customer in a better state.  

  Why are you as a company always looking somehow to put the blame on the customer in order to not make yourselves accountable. You act like we have endless amount of time to call your company and complain about your poor service. Clearly even in the this case /you are saying in August where I said called customer service. Well that clearly is not just one month this poor service was occuring and clearly this poor service didn't just magically start in August. Yet you as a cheap, unfair, and unreasonable way think it fair to only refund one month when this poor service occurred well outside of just one month. Yet I was paying the full amount in good faith assuming that I was getting all my calls when I didn't even know I had this problem until someone took the time to tell. Start being fair and reasonable to your customers.

  

  Business response

  10/10/2023

  Thank you for your reply. 
  
  We take transparency very seriously.
  Please note that, at no instance did we try to blame you for the alleged situation. 
  
  Simply, we are providing well-founded answers, based on the data collected from our records.
  Among the several attempts to assist you after the situation was reported in August, we shared the pertinent troubleshooting steps to follow a proper investigation process. However, there was no follow-up from your side until mid September, where we, as part of our investigation protocol,  decided to send you a free replacement SIM which would later result in success resolving the issue. 
  
  From our perspective, and reviewing the normal/successful traffic presented in your records for calls, SMS, and data during the Aug - Oct 2023 period, no further compensation is merited.
  
  Instead, we emphasize how quickly and effectively our agents followed the investigation protocol to resolve your alleged situation.

  Customer response

  10/10/2023

   
  Complaint: 20700647
  
  I am rejecting this response because:
  
  Anyone  reading this compliant please do your self a big favor and go to ************ This company is ridiculous they are not accountable to their poor service.  The try to blame you repeatedly, then tell you they are not blaming you,  and then blame you again for why they are *********** full payment for months their service plain out sucked.  They cannot comprehend that once a attempt to fix an ****** is tried it takes time to see how the fix goes, it takes time. File your complaints against this stingy company on BBB as well as the ****  You need to refund me at least 2 months.

• Initial Complaint

  08/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I been a customer of ********************** account Number #******* and due to it didnt work in most of the area my family m=used it after trying it out i decided to move out the company just living the phones that actually worked but they froze my account and now my numbers that i own and ported into tello they dont whant ro port out this is crazy i owned does numbers i want them back help

  

  Business response

  08/08/2023

  Dear customer,

  After checking the information provided, we can confirm that no Tello number with the account number ******* is active on the ********************** side. 
  If you have an active Tello line that you want to transfer to a different provider, we suggest logging into your online account and retrieve the necessary details from there. 
  For security reasons, all customers are required to retrieve their porting information (Tello Account Number & Temporary Port Out PIN) directly from their own online account.
  If you have any questions or issues, our Support Team is available 24/7!

*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. ↩