Complaints

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

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  Carrytel

  301 3550 Victoria Park Ave North York, ON M2H 2N5

  
• 

  CarryTel

  3751 Shell Rd Richmond, BC V6X 2W2

  

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:18/03/2024

  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 signed up for monthly internet service with carrytel in 2020. **** **** **** ********** ******* **** *** ***** ******* **** *** *** ***** ***** ultimately they shut off my internet, on a Saturday, due to their claim of late payment. My first bill was paid on the 19th of the month in 2020 and now it's 2o24 and they claim I was 2 weeks late and my service was cut on the 15th.
  
  That's not even late. * ****** *** ********* **** *** ** **** **** **** **** ******* ***** **** ** *** ***** ***** ***** **. They claimed they would turn the internet back on, but they didn't. * ** ******* ******** **** I would like to be reimbursed for the days they shaved off my service and for any days they had service off *** ** ***** ******** **** ******** *** **** ********* *** **** ***** ********* *** ***** ****** *** ** **** ****

  Business Response

  Date: 18/03/2024

  Dear Better Business Bureau,
  
  We are addressing the complaint lodged by Ms. ****** ****** regarding her internet service subscription with Carry Telecom, focusing on the issues related to billing practices and the recent service interruption.
  
  Ms. ****** ****** has raised concerns about the perceived inconsistency in the billing cycle and the unexpected disconnection of her internet service. We want to provide a clear explanation of our billing system and the circumstances that led to the service being temporarily suspended.
  
  Carry Telecom’s billing operates on a consistent 30-day cycle, meaning the due date for each bill can vary from month to month. We emphasize the importance of checking the due date on each invoice to ensure timely payment, thereby avoiding service disruptions. We understand that Ms. ****** ****** utilizes online banking for her payments; it's crucial to note that these transactions can take 2 to 5 business days to process and be recognized by our systems. To prevent any issues related to payment timing, we advise our customers to initiate their payments at least 5 business days prior to the due date in each billing cycle.
  
  In the case of Ms. ****** ******, the account became significantly overdue, prompting a temporary suspension of service as per our policy. This action is a standard procedure for accounts that are more than 15 days past the payment due date. We want to assure Ms. ****** ****** and the Better Business Bureau that this measure is not taken lightly and is a last resort to ensure account management and service provision integrity.
  
  Following the payment of the overdue amount by Ms. ****** ******, we have reinstated the internet service. We apologize for any misunderstanding or inconvenience this situation may have caused and are committed to ensuring clarity in our billing communications.
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address this complaint andare dedicated to upholding transparent and fair practices.
  
  Sincerely,
  Carry Telecom Escalation Team

• Initial Complaint

  Date:17/01/2024

  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 am a current customer of Carry Telecom I am currently paying 69.99 for 1000 mb/s of internet now they are advertising a price of 49.99 for 3 months to new customers and 59.99 after that. ***** * **** ****** ** ******* ********** **** *** *** ** ***** ******* ********* ********** **** **** ** ********

  Business Response

  Date: 26/01/2024

  Dear Better Business Bureau,
  
  Thank you for your inquiry and for giving us the opportunity to provide clarity regarding the concerns raised by the customer about our promotional offer. We appreciate the chance to explain our position and policies in this matter.
  
  The promotion offering a rate of $49.99 for the first 3 months followed by $59.99 is specifically designed for new customers as a part of our introductory offer to encourage new sign-ups and to give them an opportunity to experience our services at a discounted rate. This strategy is commonly used in the industry to attract new business and is clearly outlined in the terms and conditions associated with the offer.
  
  The customer in question originally signed up for our services in 2021. The pricing at that time was based on a different set of factors, including but not limited to, the cost of technology, infrastructure investments, competitive landscape, and overall market conditions. The customer agreed to the pricing available at that time, which was fair and competitive based on the value and service quality we provided.
  
  It's important to highlight that since the inception of the customer's service, we have not increased his pricing. This stability in pricing, despite fluctuating market conditions and rising operational costs, represents our commitment to offering value and maintaining a transparent relationship with our long-standing customers.
  
  Also, there are several reasons why we cannot extend this new customer promotional offer to existing customers, including:
  
  Contractual Agreements: Existing customers, including the one in question, have entered into agreements based on the terms, conditions, and pricing structures that were in place at the time of their sign-up. Altering these agreements retrospectively would not only be logistically challenging but could also lead to inconsistencies and unfair treatment among our customer base.
  
  Business Sustainability: The promotional rates are subsidized as part of our marketing budget to attract new customers and cannot be sustained for the entire customer base without affecting the quality of service. Providing the same discounted rates to existing customers would undermine our ability to invest in maintaining and improving service quality.
  
  Market Dynamics: The cost of providing services evolves over time due to changes in regulatory fees, technology upgrades, and infrastructure maintenance. The prices offered to customers at any given time reflect these underlying costs.
  
  We understand that changes in promotions can lead to questions and concerns from our valued existing customers. While we are genuinely sorry that we cannot extend this new customer promotion to existing customers, we remain committed to delivering the highest quality service and providing competitive and fair pricing to all our customers.
  
  We continuously review our pricing and promotional strategies to ensure they are equitable and reflect the value of the services we provide. We also offer other loyalty incentives and promotions specifically designed for our existing customers from time to time.
  
  We apologize for any disappointment this may cause and are more than willing to discuss alternative solutions or offers that might be available to this customer. Our priority is to ensure customer satisfaction while maintaining the integrity and sustainability of our services.
  
  Please let us know if there is any further information we can provide or if there are additional steps we can take to assist in resolving this matter to the customer's satisfaction.
  
  Sincerely,
  Carrytel Escalation Team

  Customer Answer

  Date: 30/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  * ******* **** *** ********* ** *** ********* ******** ***** ****** ** *** ************* ** ******** *** ** **** ***** **** *** ******* **** *** ***** *** ******* ********** ** * ********* ******* *** *********** ******** ** *** ** *** *********** ******* *** ** ****** ** **** ** *********** *** ***** ******** ********* ** *** ***** I expect the pricing to be given to me at the rate that is curre Advertised. ** ******* * ****** ******** ** *** ***** ********* ** ** ***** 
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:08/01/2024

  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 was a home internet user with CarryTel, and a few years ago, I switched to another home internet provider. Recently, the deal term for the current provider expired, and upon seeing a good deal with CarryTel, I decided to switch to CarryTel.
  
  If you visit CarryTel's promotion page now, you can clearly see the following four terms:
  
  - Seven days free trial
  - $0 activation fee
  - Free modem rental
  - Free mesh WiFi rental
  
  Thinking the deal was good and with no installation or modem fees, I decided to place an order. The process went smoothly, and customer service immediately called to confirm the order and installation time.
  
  After installation, I received the first month's bill and noticed a $69 installation fee. Wasn't it stated as "$0 activation fee"? I called to inquire, they said, "Sir, You're a return user, and technically, you shouldn't be eligible for our deal. However, we are willing to offer it to you, but since you're not a new user, you need to pay the activation fee." * *** ******** ************ **** ******* ******* ******* **** ** * *** ***** If a return-user can't enjoy these terms, at least make it clear on their website! I tried to communicate with their customer service since it wasn't clear on their website, *** **** ******* ** ***** **** ***** ****** 
  I said, "Okay, I'm still within the 7-day trial period; can I cancel?" I asked because canceling within a year incurs a $69 penalty. They said yes. Honestly, even if I paid the $69 installation fee, this deal was still competitive in the market. So, I decided to think about whether to cancel for a few days. At that moment, CarryTel called. I thought they had reconsidered and would offer a partial credit. However, the customer service said, "Sir, sorry, our manager just said you can't enjoy our seven-day free trial in your situation. If you cancel now, you'll be charged $69." I didn't want to say anything more, hung up, and canceled their service the next day.
  
  So I payed them $138 and got nothing.

  Business Response

  Date: 12/01/2024

  Dear Better Business Bureau,
  
  We are writing in response to the concerns raised by a customer regarding the activation fee, cancellation fee and the absence of a 7-day trial period for their service with us. We appreciate this opportunity to clarify the situation and our policies.
  
  Firstly, it's important to note that the customer in question is a returning customer at the same address. Our policy clearly states that the 0 activation fee, 7-day Risk-Free Trial and Money Back Guarantee are exclusive offers available only once per address, in conjunction with the initial purchase/rental of our fiber/cable modem, VOIP adaptor, and IPTV box ATA. This trial is not extended to subsequent services at the same address.
  
  In this particular case, the customer had previously availed of our 7-day trial and 0 activation fee. Therefore, as per our policy, they were not eligible for a trial period for the second service at the same address. This policy is in place to ensure fairness and to manage resources efficiently, considering various factors such as operational costs and service sustainability.
  
  Since the 7-day trial period is not available for this returning customer, should they choose to cancel the service, the early cancellation fee as per our policy would apply. This is an integral part of our terms and conditions, especially in cases where the 7-day trial period is not applicable.
  
  The promotion page information is only for new customer with new address. The customer has agreed with the terms and policies our our service upon signing up. These terms include the stipulation about the 7-day trial and 0 activation fee being a one-time offer per address. Also, our agent informed the customer about the activation fee, no 7 day trial during a follow-up call and the customer agreed with it before the order was approved. 
  
  Lastly, we would like to inform you that we have processed a refund of the modem deposit to the customer's credit card on file on January 12, 2024. This action was taken as part of our commitment to customer satisfaction and service quality.
  
  We hope this response addresses the concerns raised and demonstrates our dedication to clear communication and fair policy implementation.
  
  Sincerely,
  CarryTel Escalation Team

  Customer Answer

  Date: 12/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: CarryTel said they mentioned the promotion is only for new customers, but from they promotion website: ****************, I don't see anything that mentions a return customer cannot use this deal, and even after I put in address in the "eligibility checker" box, the deal is still showing up which mean their system agrees my address can get this deal.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 26/01/2024

  Dear Better Businees Bureau,
  
  Thank you for bringing this matter to our attention again. We understand the concerns raised by the customer regarding the eligibility for our promotional offer. 
  
  We ensure that all our customers, including the individual in question, agree to our comprehensive terms and conditions at the time of sign-up. These terms and conditions are designed to clearly outline the scope of our offers, including eligibility criteria and any limitations. We strive to maintain transparency in all our communications and agreements. In this specific case, the terms and conditions, which the customer agreed to, encompass details that pertain to promotional offers and their applicability.
  
  Furthermore, during a follow-up call with the customer, we discussed and received explicit agreement on key aspects of the service, including the activation charge and the terms of our service trial period. Specifically, the customer agreed to the activation charge and acknowledged the absence of a 7-day risk-free trial for this particular offer. This agreement was made in the spirit of ensuring full transparency and mutual understanding of the service terms.
  
  We regret any misunderstanding this may have caused and are committed to clarifying any ambiguities the customer might have regarding the offer. Our priority is to ensure customer satisfaction while adhering to our policy framework. We are more than willing to engage with the customer to find a mutually agreeable solution within the boundaries of our established terms.
  
  Please let us know if further information is needed or if there are any additional steps we can take to assist in resolving this issue to the customer's satisfaction.
  
  Sincerely,
  CarryTel Escalation Team
  
  

  Customer Answer

  Date: 30/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  They only informed me there is activation fee after they installed the internet, I didn't know there was a activation fee before the installation. If I knew it, then I wouldn't let them install the internet at all.
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:06/11/2023

  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.

  I had internet service with Carrytel and I canceled the service on September 14th because I was moving. The modem was to be returned within 30 days and so it was returned a few days after the service was canceled. On October 28th I received an email stating that I owed $89. I was rather confused and so I contacted Carrytel to find out what it was about. They stated that I did not return the modem. Because they waited so long to let me know there was even an issue, I obviously no longer have the tracking number and Canada Post said there is nothing they can do to help me. Carrytel said they emailed me on October 3rd or 4th to address the modem not arriving, however I went through my emails and I have nothing from them until October 28th. I called and spoke to a manager and was told that I’m basically out of luck and they are keeping my deposit and then also took another $89 out of my account. I’m not sure how it’s fair that I am now without a modem and also lost almost $180. Their communication is awful and had they reached out to me by phone to let me know they did not receive the modem, I likely would have been able to contact the appropriate people and gotten to the bottom of it. Because of the lack of communication I’m out all that money and was offered no solution. **** *** *** ******** ***** ******** ******* * **** **** ******** and I cannot afford for them to take that money. ******** *** ** ****** *** ***** ********* *** **** **** **** **** **** **** *** ***** ***** *** ***** ********* ** *** ***** **** ** *** ******** ** *** ** ***** *** ******** **** ****** *** **** ****** ******** *****

  Business Response

  Date: 29/08/2024

  Hello ********,

  Thank you for reaching out with your concerns, and we apologize for the confusion and frustration this situation caused. We understand how important clear communication is, and it appears we did not meet that expectation.

  We are glad to confirm that we have resolved the issue promptly and professionally. We reviewed the details you provided and verified the return of the modem. As such, we have issued the refund to resolve the issue. Based on the communications, we are pleased to hear that you are satisfied with the resolution. 

  
  Thank you for your patience and understanding.

  
  Best regards,
  Carrytel Escalation Team

• Initial Complaint

  Date:20/07/2023

  Type:Billing 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.

  Cancelled my Carrytel Service on July 10th 2023. They said I needed to send back the phone modem for that they gave me when I started my service 4 years ago citing that it was a rental. This is something that is should be shown on the bill and it doesn't have it so it is misleading to consumers when they cancel service and I expected to return modem with a shipping box they provided but no that was to be at my expense. Fine I sent the thing back and paid the shipping. Now they have charged me $79 citing that light is broken on the modem. I have been actively using this service right up until the day I sent it back. The sticker came off the modem when I bought it up from the basement. That’s how much it sat and was never touched. I made sure to note that the lights worked and shipped it back in small box with packing so it could not be jarred around a lot. It would be not possible for a light to be broken during shipping also, this doesn't affect the operation of the unit but they are charging me full price. They refuse to accept that it was working and are charging me for it and will not ship the modem back to me unless I pay them for shipping!! ***** **** **** ** * ****** ********** *** **** ******** 

  Business Response

  Date: 21/07/2023

  We have communicated with the customer, expressing our sincere apologies for the encountered situation. Due to an assessment from our testing team, which identified the VOIP box as damaged because the power light was failing to turn on, the customer was inadvertently charged $89.27. Recognizing this error, we promptly refunded the sum of $89.27 to the customer's credit card. We can now confirm that the customer has expressed their satisfaction with the resolution of this matter.
  

  Customer Answer

  Date: 21/07/2023

  
  
  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:05/07/2023

  Type:Billing 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 became a Carrytel customer on Jun 19th and activated my service on Jun 26th
  
  I have reached out in regards to an unrecognized charge on my credit card on Jun 26, 2023. In the 8 days that I have been a customer, I have been charged three times in the amount of $45.19. I have reached out to the customer support phone number *** *** **** today, July 03rd and was told by the support agent ******** that the charge of June 26 is not visible to the billing department.
  
  So far I have been charged:
  $79.30 on June 19, 2023, for the equipment fees.
  $45.19 on June 26, 2023, for a billing cycle.
  $45.19 on July 02, 2023, for a billing cycle.
  $45.19 on June 03, 2023, for a billing cycle.
  
  I received an email on Jun 26 from Carryel saying that there was an issue while processing my payment, which I disregarded since the payment was showing as captured on my bank credit card.
  
  On my call today with the agent ******** I was told that On Jul 02 I was charged for the first billing cycle of my service ( Jun 25th to July 24 ) And that today I was charged for the second billing cycle (July 25 to August 24) but there was no record of a charge made on June 26. She also told me that a prepayment would be charged 21 days prior to future billing cycles and that I would not be charged tomorrow.
  
  The support agent then instructed me to send this email to *******@carrytel.com with a screenshot of my charges on my bank application to request a reimbursement of the extra charge. But I have received no contact from the company since I've done so.
  
  I hereby request from your company:
  Please reimburse the extra charge
  Please confirm that I will not be further charged this month
  Please confirm that future charges will be done once, 21 days prior to every billing cycle and that I should not expect to receive multiple monthly charges in a single billing cycle on future billing cycles.

  Business Response

  Date: 10/07/2023

  We apologize for the inconvenience this issue may have caused the customer. As per our records, we have resolved the complaint and have corrected the billing issue. We also offered the customer a $5 credit for the inconvenience.
  

  
  

  Customer Answer

  Date: 12/07/2023

  
  
  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is accurate to me.
  

  The support team was truly helpful but the $5 credit for 2h lost on phone calls and emails from a bug on their system was very disrespectful. The minimum they should have done is to give a month free.

  
  Sincerely,
  
  ********* ********* ********* *****

• Initial Complaint

  Date:11/04/2023

  Type:Billing 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 cancelled my home phone service and tv service with Carrytel on March 18 2023. The cancellation email stipulated that I needed to return the phone modem as well as tv modem, which I did on April 6 2023 in person to their Ontario head office location. I received an email stating that I am being charged $79 plus tax for the phone modem due to a defective light. The modem was in working condition up until date of return. Within the email I was sent for the charges includes a photo of the modem that is in very good condition with the clear sticker covering the lights (that come from manufacturer). A “defective light” does not alter the operational functionality of the modem so I don’t know why I’m being charged full price for the phone modem. Also the cancellation email only stated I would be charged for failure to return all equipment - which I have returned all components. It never mentioned charges applying for defective lights or components within the devices.

  Business Response

  Date: 13/04/2023

  Dear Better Business Bureau,
  

  
  After conducting a thorough test on the Phone box (ATTA), our testing team found that it failed the power test. As a token of our appreciation for the customer's loyalty since 2018, we have waived off the charge of $89.27 for the Phone box (ATTA). We have also refunded the full amount back to the customer's credit card on April 11th, 2023.
  
  We hope that this resolution will meet the customer's satisfaction and restore their confidence in our products and services. Should you have any further concerns, please do not hesitate to contact us directly.

  
  
  Best regards,

  
  
  CarryTel Escalation Team

  Customer Answer

  Date: 14/04/2023

   
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** **

• Initial Complaint

  Date:25/01/2023

  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 am a customer of this business a few years with internet and home phone service.
  
  On their website, it is clearly printed that their home phone plan contains 11 features, including call forwarding.
  But it never worked for me initially.
  In December 2022, I called their technical support for help. After back and forth several weeks, the feature of call forwarding on my phone is finally activated with the help of the their tech support.
  
  The feature is supposed to be activated when needed and deactivated when not needed.
  Unfortunately my call forwarding feature becomes permanent. It can never be deactivated.
  
  My home phone can no longer receive incoming calls. All incoming calls will blindly goes to my mobile pay phone.
  
  I called their tech support several times in the past several weeks with no progress after each call.
  
  Of my latest two tech support calls, one was made on Jan 13th, 2023. The tech support personal told me that he is working on it right now and need some time. Once it is fixed, they will call me back. No call back and no fixes after a whole week.
  
  My last and final followup call was on Thursday last week (Jan 19, 2023). The tech support read through all the logs of the issue and acknowledged the problem lasted for too long. He assured me that he will write down a note to the person who could fix the problem and by tomorrow, this problem will definitely be fixed.
  
  As of today, Jan 23, 2023, the problem is still the same. No progress. No response from the company.

  Business Response

  Date: 25/01/2023

  Dear BBB,

  Our network technician has resolved the issue and we would like to close the case as resolved.

  Attachment for reference.
  

  Thanks

  Escalation | Carry Telecom Inc.
  

   

  Customer Answer

  Date: 25/01/2023

  
  
  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:03/01/2023

  Type:Billing 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.

  Cancelled my Carrytel Service on Tuesday Dec 20 2022. They said I needed to send back the phone adapter for that they gave me when I started my service 3 years ago citing that it was a rental. * **** ******** * **** ****** **** ** **** **** ***** ** ** ****** *** ****** *** *** **** ****** **** ***** ** * ******. This is something that is should be shown on the bill and it doesn't have it so it is misleading to consumers when they cancel service and I expected to return modem.
  
  Second, they have charged me $79 citing that light is broken on the modem. I have been actively using this service right up until the day I sent it back. The sticker ** **** ** *** ***** **** *** ******* still shows the clear sticker being on the modem. It would be not possible for a light to be broken and also, this doesn't affect the operation of the unit but they are charging me full price.

  Business Response

  Date: 15/01/2023

  Hi BBB,

  Deep apologies for the late response. We have made several attempts to get in contact with the plaintiff but have not been successful. We have fulfilled their request to waive the fee which was originally applied because the device they have returned tested faulty. ** **** ******** * ********** ** ***** ******* ** **** **** fee has been waived. Hope this helps and all the best.

  Best Regards,

  Carry Telecom
  

  Customer Answer

  Date: 15/01/2023

  
  
  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:29/11/2022

  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.

  Carrytel advertises and charges different prices for the exact same services based on what IP you use to access their website. I have cashed versions of their website to prove this claim if needed.
  * ** *** **** ** **** ******** ** ******** *** ** ** ********** ******** ********* ** ***** ** *****

  Business Response

  Date: 12/12/2022

  Hi there,

  We attempted to contact Mr. ******** a few times. We also found no records of them being a customer of CarryTel. We were finally able to reach Mr. ******** earlier today, but he quickly hung up after hearing one of our agents identifying themself.

  We wanted to let Mr. ******** know that prices do vary based on many factors. We will admit that our system is not perfect but are open to discussing acute situations.
  

  We thank Mr. ******** for their time to even consider us, and if they do want to join us, we encourage them to give us a call and we can discuss further.

   

  Best Regards,

  Carry Telecom