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:06/01/2025

  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 am unable to update my credit card on the company website. I tried multiple credit cards and calling the company. Nothing works and the card on file will expire in August.

  Business Response

  Date: 06/09/2025

  June 8, 2025
  
  
  
  Mr. ****** **********
  PA 15217
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ****************************** 2, 2025, we received your complaint, dated June ******, filed with the Better Business Bureau.
  
  You stated that you have been unable to update the credit card account on file through our website or by calling customer service. You indicated that the credit card will expire in August 2025.
  
  A review of your account shows that your Ting Mobile account was canceled on June 5, 2025, when the phone numbers were ported to a new service provider.
  
  We apologize for any inconvenience you may have experienced.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  
  

  Customer Answer

  Date: 06/09/2025

   
  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:01/23/2025

  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.

  My Ting wireless internet stopped working before 7am on January 22, 2025. Firstly, contacting the company is extremely difficult. They never answer the phone. Fortunately, they have a call back option, but that takes 3-5+ hours to get in contact with someone. Each time, the support agent will give some excuse about not having enough techniciansthat their techs are all busy for weeks. How can you service a city without having enough techs to support the area? Besides, they even admitted to outsourcing repair jobs, yet I'm still without service. After multiple more attempts at contact, I was called back at 10:06pm the night of 1/22. I was given a work order number and assured by the support agent that I would get called by them and the tech the next morning. That didn't happen. Again, on Jan. 23, I have tried multiple times to contact the company. I have only managed to get an agent once and was again told in no certain terms that I'm in some queue with no time frame given for my repairs. There are no outages nor extreme weather to use as an excuse. Again, I was lied to about being called back. This is unacceptable behavior and terrible customer service (if it even qualifies as service). You cannot ignore customers, make it near impossible to contact, and leave people without internet.

  Business Response

  Date: 01/31/2025

  January 28, 2025
  
  
  
  Majfred Memetaj
  VA 22302
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Majfred Memetaj:
  
  On January 24, 2025, we received your complaint, dated January 23, 2025, filed with the Better Business Bureau.
  
  You stated that your internet service stopped working and you have been without it for several days.
  
  Please be advised that Ting Mobile is not affiliated with Ting Internet, and we are unable to assist you with your concern. We encourage you to contact **** Internet directly for assistance.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  
  

• Initial Complaint

  Date:01/20/2025

  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.

  On November 16th 2024, I contacted Ting to switch SIM cards for my phone. It was a mandatory upgrade so I didn't have an option in the matter. Up until this point, the previous 9 years with them were pretty uneventful and included multiple SIM card activations. In the online chat, they mentioned things were completed on their end, could take up to 72 hours for the new card to become active. I was without phone service during this time. I contacted Ting when it became apparent things weren't working correctly as I still had no service. Some minor trouble shooting was done, then they said they would submit a work ticket for the back office. Multiply this encounter weekly since then. I've asked lately to be assigned to someone in their IT department to communicate with directly, rather than use the chats that never help because they can't do anything. I have been denied, saying the help email is essentially the same thing (I disagree). They can't give me any details or updates, just always submitting new work orders.I've had that number for 17 years, untold accounts and information is tied to it and I want to continue using it. I had no choice in this process, they screwed it up, and refuse to do more than make me go in circles. It has been a huge headache, I have a temporary number in the hopes mine will become available again. The second I'm able to, I will port it out to another company. Unfortunately, my number is stuck in technological limbo. I don't know if they're genuinely working on it, or don't want to admit they screwed up and nothing can be done. The communication is horrible and there are WAY too many people involved to keep things straight. It's messy, I'm tired of this, and want resolution.

  Business Response

  Date: 01/28/2025

  January 27, 2025
  
  
  
  Ms. ***** ***********
  *****************************************
  **************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************************** 20, 2025, we received your complaint, dated January 20, 2025, filed with the Better Business Bureau.
  
  You stated that you have been unable to use your phone number since you replaced your SIM card on November 16, 2024. You also said that you have been unable to obtain information or an update regarding the tickets previously submitted for this issue.
  
  A review of your account shows that your phone number ending in 7625 was ported out to *******.
  
  Please note that phone number portability is regulated by the ********************************* (***) and Ting Mobile strictly complies with that process. In order for a carrier to initiate a port on behalf of a customer, they must provide pertinent billing information regarding the account where the number is being ported from. This information may include but is not limited to: account number, account holder's name, phone number, five-digit ZIP code, passcode or the PIN that is referenced on the account in question. The information provided is inputted into the port request, which is then transmitted to the customers existing carrier. The existing carrier verifies that the number to be ported is associated with the account, and that the account information provided in the port request matches their records. If the information is accurate, the port is approved in accordance with *** guidelines.
  
  When I spoke with you by phone today, you informed me that although you had previously requested that your phone number be ported to *******,you canceled the port-out request. I advised you that we will attempt to retrieve the phone number from ******* and I will follow-up with you.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  

  Customer Answer

  Date: 01/30/2025

   
  Complaint: 22833798
  
  I am rejecting this response because:

  As I mentioned in our phone call, I had attempted to port my number out to US Mobile, NOT ******** I cancelled the port request through US Mobile when the Ting online chat helpers told me it wasn't able to be ported out to a different company until it was officially ported to the new SIM card. So I focused my efforts on getting the new SIM card issue fixed before porting my number to a new company. I do not appreciate the insinuation that this is indeed my fault, when I followed Ting customer service recommendations the entire time. I contacted US Mobile and they verified they had never received my desired number from Ting, meaning the only port I had authorized never occurred.

  You mentioned contacting ******* to see if you could retrieve my number for me, and I have yet to hear back. After a 30 minute chat with ******* customer service, they were able to inform me that my number is currently in use by one of their customers, meaning the number is lost to me. Unless you can call said customer and convince them to release it to you, I will remain dissatisfied with the quality of service I have received from Ting for the past 2.5 months.

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

  Customer Answer

  Date: 02/07/2025

  The only viable resolution at this time is for Ting to admit they are in the wrong and lost my phone number. It is currently being used by a ******* customer, so there is no longer any chance of me recovering it for my own use. I want Ting to acknowledge the errors they made, and to review their internal processes and protocols and the employees involved, making corrections and improvements where they're needed. I understand I can't ask for proof of that, so I will settle with a public declaration of intent. I've filed a complaint with the *** as well in the hopes a government entity with enforcement/fine abilities can hold them accountable.

  What I want:

  1- a public and written acknowledgement of wrongdoing in loosing my number

  2- a public and written acknowledgement to review their internal processes and protocols and the employees involved, making corrections and improvements where they're needed

• Initial Complaint

  Date:01/15/2025

  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.

  Ting keeps charging us after we cancelled and settled the final bill.They've also threatened to harm our credit rating if we don't pay them their fraudulent charges.

  Business Response

  Date: 01/21/2025

  January 20, 2025
  
  
  
  Mr. ******* ********
  CA 93907
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************************* 15, 2025, we received your complaint, dated January 15, 2025, filed with the Better Business Bureau.
  
  You stated that you continue to be billed even though you canceled your service and paid your final bill. You were also concerned that the unpaid balance will be reported to collections.
  
  I was unable to locate your account with the information provided in your complaint. Please contact me directly at ************** with additional information needed to find it.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  
  

  Customer Answer

  Date: 02/07/2025

  The account is under my brother's email address, ******************************************************************
  
  Both my brother and my mother talked to a ting ***resentative on October 2nd 2024 and were told the account was cancelled but the *** didn't provide a cancellation confirmation number.
  
  Ting charged us again in November and the bank's fraud department decided in our favor.  After that, Ting billed us two more times and a ting ***resentative directly threatened our credit rating if we didn't pay their fraudulent charges.
  
  

  Business Response

  Date: 02/12/2025

  February 11, 2025
  
  
  
  Mr. ******* ********
  CA 93907
  
  Re:          BBB Complaint #********
                  ********** - ************
  
  Dear Mr. ******************* February 10, 2025, we received your rebuttal, dated February 10, 2025, filed with the Better Business Bureau.
  
  You rejected our response, providing your brothers email address to locate the Ting Mobile account in question. You again stated that although the service was canceled on October 2, 2024, you continued to be billed.
  
  We appreciate that you brought your concerns to our attention, so we may address them internally with the appropriate personnel.
  
  Our records confirm that we received a dispute of $15.45 from your financial institution and the funds were returned. I applied a credit to the account to cover the remaining balance due bringing it to zero. Please be advised that we will not report the balance to collections or the credit bureaus.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  

  Customer Answer

  Date: 02/18/2025

   
  Complaint: 22817690
  
  I am rejecting this response because:

  While the Ting *** says they would set the balance to $0, there has been no refund of the two credit card charges on Jan 16, months after we canceled.

  The response sounded good, but didn't actually return any of the money ting stole from us.

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

  Business Response

  Date: 02/25/2025

  February 23, 2025
  
  
  
  Mr. ******* ********
  CA 93907
  
  Re:          BBB Complaint #********
                  ********** - ************
  
  Dear Mr. ******************* February 21, 2025, we received your second rebuttal,dated February 21, 2025, filed with the Better Business Bureau.
  
  You rejected our response again stating that a refund was not provided for the funds deducted after the request was made to cancel your service.
  
  As indicated in my previous response, a dispute of $15.45 was received from your financial institution and the funds were returned to you.This covered the payment received on November 14, 2024.
  
  Although a bill of $15.67 generated for service from November 11, 2024, through December 10, 2024, a payment was not collected.
  
  I submitted a refund of $31.12 for the payment received on January 15, 2025. Please allow up to seven business days for processing.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
  ***** *****
  

• Initial Complaint

  Date:01/06/2025

  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.

  There is no button to cancel service, they force you to call them and wait 30min on hold to cancel, which is illegal per federal law there needs to be a simple button to cancel.I canceled my service over a month ago and ported out to a new phone carrier. Then I get a notice I'm being billed AFTER I already canceled and I'm being threatened to go to collections and that my credit score will be hurt over $20 because Ting can't run their company properly. Extortion is also against the law and emails like the one I got definitely meets the legal requirements for extorting people for money when I never should have got this bill because I canceled.

  Business Response

  Date: 01/10/2025

  January 7, 2025
  
  
  
  Mr. ***** Kiukys
  PA 18951
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ***************** January 6, 2025, we received your complaint, dated January 6, 2025, filed with the Better Business Bureau.
  
  You maintain that Ting Mobile does not have the option to cancel service online and you are required to call in to customer service. You stated that you continue to be billed even though you canceled your service over a month ago. You also expressed concern that the unpaid balance will be reported to collections.
  
  Please be advised that the option to cancel Ting Mobile service or obtain your porting information is available through your online account.
  
  Our records confirm that your phone number was ported out on December 16, 2024. At that time, your Ting Mobile service was canceled. As your phone number is no longer active with Ting Mobile, the option to cancel your service is not available.
  
  As Ting Mobile service is postpaid, you are billed for the entire month and charges are not prorated if service is canceled before the end of the billing cycle. The balance due of $19.05 is for the service period of November 28, 2024, through December 21, 2024. Although it is valid, I removed this balance from your account as an exception.
  
  We apologize for any inconvenience you experienced.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  
  

  Customer Answer

  Date: 01/10/2025

   
  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:12/23/2024

  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.

  My credit card expired, I missed their deadline to update payment information and now they are refusing access to my account

  Business Response

  Date: 12/30/2024

  December 30, 2024
  
  
  
  ***** ********
  *****************************************************
  *******************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ***** ********:
  
  On December 23, 2024, we received your complaint, dated December 23, 2024, filed with the Better Business Bureau.
  
  You stated that your credit card expired and you have been unable to update it.
  
  You may update your payment method online. For more information, please visit *************************************************************************************************************************************************************************************.
  
  We regret any inconvenience this may have caused.
  
  Sincerely,
  
  
  
  ***** *****
  Manager - Retention Operations
  Executive Escalation Team
  Ting Mobile
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  

• Initial Complaint

  Date:12/20/2024

  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.

  My phone was stolen on November 20th and I reported it to Ting November 21st. Asked them to block the sim and pause service to that number until the new ting *** card arrives which I was told 5-7 days. 7 days later I call back and the *** is still on order with no estimated date. I get my new phone and port my number to another carrier, Ting assures me the account closes when the number ports out and that I would receive a refund for the majority of the month paid but unused after 11/20. I called back to make sure I was given the correct information and ask why Ting is still trying to draft from my card when I was promised an adjustment refund. I was assured that Ting would credit $20 back to my card and the account will close with a zero balance. I then get an email stating that, after review, they were going to continue to bill for the month I used for only a few days. I understand the policy is no refunds but I was told repeatedly that I was going to receive one. I was with ting for over five years and this is my first major problem with them keeping their word.

  Business Response

  Date: 12/27/2024

  December 23, 2024
  
  
  
  Mr. ****** ******
  NC 27408
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Mr. ***************** December 23, 2024, we received your complaint, dated December 20, 2024, filed with the Better Business Bureau.
  
  You stated that your phone was stolen on November 20, 2024,and you never received a replacement SIM card, as promised. You indicated that you ported your phone number to another service provider and although you were told that a refund of $20.00 would be provided, you have not received it, and you were billed for service.
  
  Our records show your phone line was temporarily suspended on November 24, 2024, when you notified us that your phone was stolen.
  
  Please note that we do not provide prorated credits for unused service, and the full monthly amount is due at the end of the billing cycle, plus any usage. Your final bill of $58.16 generated for service from November 15, 2024, through December 14, 2024. As a courtesy, I waived this $58.16 and submitted a refund of $20.00 to your credit card account. Please allow up to five business days for processing. Your Ting Mobile account is closed with a zero balance.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  

• Initial Complaint

  Date:12/12/2024

  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've been a Ting Mobile customer for four years, and on November 7, 2024, they sent an email telling me they would be "transitioning to a new network infrastructure" and would be sending me a new *** card, which I would need to install in my phone in order for it to keep working. The email included my mailing address, asking me to check it and let them know if that address was ********** was INCORRECT, so I called them to correct it, and they sent the *** card...to the WRONG address. I called again, they verified they had the correct address, and they resent the *** card, AGAIN to the wrong ********** the shipping department obviously had a different address from what the customer service **** were seeing, I called them two more times, asking to speak to a manager in the hope that a manager would be able to view the shipping records, access the shipping software, and correct the problem. On my THIRD and FOURTH calls, the **** refused to let me speak to a manager, insisting that they had the correct address and would resend the card.Short of cancelling my account and signing up all over again so they would have only ONE address on the new account, I don't know what to do. Getting a new *** card is urgent, because without it my phone will stop working in a few more days. I want to talk to a manager, preferably a shipping department manager who can SEE the address their shipping department keeps using to send the *** cards and REPLACE it with my own. I want the *** card shipped OVERNIGHT to MY address, and I want to be compensated for time that my phone is inoperable because of any delay.

  Business Response

  Date: 12/18/2024

  December 17, 2024
  
  
  
  Ms. ***** ********
  NV 89502
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************* December 12, 2024, we received your complaint, dated December 12, 2024, filed with the Better Business Bureau.
  
  You stated you received notification from Ting Mobile that a *** card would be sent to you for your service to continue working. However, it was sent to the incorrect address even though you contacted customer care to correct it. You said that the *** card still has not been sent to you after repeated calls in. You also expressed dissatisfaction with the customer service you received while you were attempting to resolve your concern.
  
  My attempts to reach you by phone on December 16 and *******, were unsuccessful; however, I left two messages.
  
  As indicated in my email today, a *** card has been sent to you at the correct address. Please allow up to three business days for delivery. I also applied a credit of $8.00 to your account to offset the charges that will apply for the current month of service.
  
  We appreciate that you brought your customer service concerns to our attention and we apologize for any inconvenience.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************************
                  ******,CO 80210
  
                  ***** *****
  
  
  

  Customer Answer

  Date: 12/18/2024

   
  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. At the time I filed with the BBB, I didn't know who else to turn to, because Ting Mobile's customer service people repeatedly refused to let me talk to a supervisor or manager. While waiting for a response from BBB, I was lucky enough to find online the name of Ting Mobile's (DISH Network's) General Manager for Customer Retention, and with repeated tries was able to contact him via email. He put me in touch with *** *****, who very kindly and efficiently helped me resolve the issue. 

  I'm grateful for their assistance, but it shouldn't be that hard for a customer to be able to speak to a manager or supervisor when customer service is unable to resolve or even acknowledge that there's a problem. In 72 years, this was my first ever complaint filed with the BBB, and had my multiple requests to speak to a Ting manager not been denied, I never would have felt the need to go to the BBB as a last resort.

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

• Initial Complaint

  Date:11/28/2024

  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.

  Friday 11/8/2024, I was notified that the sim card for my number was going to be deactivated on December 1, and a new one was being mailed. The card was sent to the incorrect address (first time); to a place I left 4 years ago. Since that time Ting has repeated screwed up...1. sending my sim card tothe wrong address, even after they confirmed they had correct address 2. trying to activate card, they sent wrong carrier for my phone ( I use Ting, Boost sim card was sent)3. They will not allow me to change the deactivation date EVEN THOUGH they keep messing up, I STILL haven't got a correct card to activate, and I've had that number for decades (I ported it to Ting).4. I think **************** is outsourced, and none of them know what they're doing,or even care.

  Business Response

  Date: 12/04/2024

  December 4, 2024
  
  
  
  Ms. ***** ********
  GA 30044
  
  Re:          BBB Complaint #********
                  *************
  
  Dear Ms. ******************* November 28, 2024, we received your complaint, dated November 28, 2024, filed with the Better Business Bureau.
  
  You said that you received notification from us that a replacement *** card would be sent to you, as your existing card would be deactivated on December 1, 2024; however, the *** card was initially sent to the incorrect address and you were then sent the incorrect card. You are also dissatisfied with the customer service you received while attempting to resolve this issue. You would like a *** card to be sent to the correct address and for your existing card to remain active.
  
  Our records show that your existing *** card is still active,and a replacement was sent on December 2, 2024. Please allow up to five business days for delivery.
  
  We appreciate that you brought your customer service concerns to our attention, and we apologize for any inconvenience.
  
  If you have any additional questions or concerns regarding this issue, please contact customer service at **************.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  *************************
                  ******,CO 80210
  
                  ***** *****
  
  

  Customer Answer

  Date: 12/04/2024

   
  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

  Date:11/10/2024

  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.

  On Oct 21 st I purchased a phone for a gift to my boyfriend. We activated it with new # ending 3458. On Nov 8 his cousin informed us that someone else also had that number because they are replying to his text with an iPhone. So I notified Ting so they reactivated his old number ending 8345. On Nov 10 around 5 pm the phone was deactivated to 911 calls only. I called and was told to get the 8345 number to work I had to purchase a new card for it to work. I informed them that it worked fine for almost 2 days. The guy just never understood that fact or he just didn't know what to do. So he said he could reactivate it and after reactivation it was the number that is shared with the other person with the iPhone *3458. Anyone with an iPhone reaches him when calling me on that number. What's the point in having a phone that half of your contacts can't reach you? I'm now wondering if the new phone was a used phone. All I want is a number that 100% of my contacts can reach me via calls and/or tests.

  Business Response

  Date: 11/18/2024

  November 18, 2024
  
  
  
  Ms. ***** *******
  ***********************************************************
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear Ms. ****************** November 11, 2024, we received your complaint, dated November 10, 2024, filed with the Better Business Bureau.
  
  You stated that you purchased a phone for your boyfriend with a new phone number (ending in 3458) because he lost his previous phone.However, someone else is receiving the text messages being sent to this phone number. You indicated that although your boyfriends previous Ting Mobile account and phone number (ending in 8345) were reactivated, the service only worked for two days. You requested that the issue be fixed, so that all calls and text messages are sent to the new phone.  
  
  Our records show that both Ting Mobile accounts are currently active, and the new phone is active on the most-recent account.
  
  When I spoke with you by phone on November 13, 2024, I offered to send a *** card for the new phone, so that it can be activated on your boyfriends previous Ting Mobile account. You accepted my offer and a replacement *** card was shipped on November 14, 2024. Please allow up to three business days for delivery. Once you receive the *** card, please contact us at ************** to activate it on the account with the phone number ending in 8345.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *** *****
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ********************************************
                  ******,CO 80210
  
                  ***** *****