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:02/21/2024

  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 family has a group cell phone plan through Ting Mobile. I liked that I could set controls on each individual phone for how much of each service could be used. We were on a pay for what you use plan. We've had it for several years with no issue. Then they split their company in to Ting *************** Mobile.After the split I started having issues with the preset limits not working correctly. When a limit was hit it would sometimes do nothing, others it would shut down the use of the phone, text and data altogether. I had to call in a few times to get it fixed. In August 2023 I got an unusually large bill for my family's cell phone service. I called and found that one of my children's phones had allowed them to use a lot of data. I called and found that they had removed the data limit. They refused to refund the money, but it was just $200, so I let it go after making sure that the data to the childs phone was turned off. Then the January bill came in at over $900!!! His data had turned back on, without me doing ******* had used a lot. The amount that they claim was used seems to me to be FAR more than could be used by one person. They have been "reviewing" it for two weeks and still have not responded or refunded any money. This is fraud! If they have those controls in place, they should function as advertised and if they don't they should fix it.

  Business Response

  Date: 02/26/2024

  February 26, 2024
  
  
  
  Ms. *********************
  *************************************************************************************
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Ms. ***************** February 21, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.
  
  You stated that you began to receive higher bills once Ting Mobile split internet and mobile services. You also indicated that although you turned off the data on your childs phone after receiving a high bill in August 2023, you received a bill for over $900.00 in January 2024. You maintain that the data was turned back on and even though you were told your concern is being reviewed, you have not heard back or received a refund, as requested.
  
  As your plan is usage-based, you are billed based on usage for talk minutes, messages and data used for four devices. Our records show that for the billing period of December 24, 2023, through January 23, 2024, you were charged $850.00 for ***** GB of data overage. This resulted in a total amount due of $958.79. On your most recent bill, for service from January 24,2024, through February 23, 2024, you were charged $410.00 for data overage of ***** GB, resulting in a total amount due of $524.08. The charges are valid based on the usage and terms of your plan. We encourage you to contact customer service at **************** to determine if a better plan is available for your needs.
  
  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
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 03/04/2024

   
  Complaint: 21323453
  
  I am rejecting this response because:

  Ting's failure to acknowledge the discrepancy between the service promised and the service delivered constitutes fraudulent behavior. Despite assurances that I could manage data, texts, and minutes for each phone on our account, the functionality to do so on Ting's website has consistently been altered without authorization. This issue was raised when I received an exorbitant bill last Fall,yet no resolution was provided. Presently, I am confronted with a bill from January totaling $958, an amount unjustly withdrawn from my bank account. Then another bill of $524 for February. These amounts would never have been reached if **** had left my child's phone with the limits that I had placed on it. It is evident that Ting has failed to uphold its end of the agreement and is therefore engaged in fraudulent practices. I demand a full refund of the amount wrongfully charged.

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

• Initial Complaint

  Date:01/19/2024

  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.

  Bought a ******* unlocked cellphone from ting. This phone would not connect to their network. And when ported to Consumers Cellular it would not work there either. When I called ******* they said it was locked to ***** At any rate I asked for my money back from ting and I got nowhere. In fact the address from which they shipped the phone is not a business address. Therefore I had no place to return the phone and Im just out the money I paid for it. The people at ting tried to tell me over the phone that I didnt buy it from them. There is some scam of some sort being run around these ting phones. No consumer should buy from them.

  Business Response

  Date: 01/23/2024

  January 22, ****
  
  
  
  **************************************
  PO Box 333
  *************, ** 12932
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ********************:
  
  On January 19, ****, we received your complaint, dated January 19, ****, filed with the Better Business Bureau.
  
  You stated that you purchased an unlocked ******* phone from Ting Mobile, but it would not connect to our network. You indicated that the phone also did not work with Consumer Cellular and you were told by ******* that it is locked to AT&T. You expressed concern that your request to return the phone for a refund was not honored.
  
  Our records do not show that the ******* phone in question was purchased through Ting Mobile. As a result, it cannot be returned for a refund.
  
  As the phone is locked to AT&T, we encourage you to contact them directly to have it unlocked. 
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  
  

• Initial Complaint

  Date:12/31/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They charged me for services I no longer needed.

  Business Response

  Date: 01/05/2024

  January 4, ****
  
  
  
  ***************************
  11 *****************.
  *************, ** 27526
  
  Re:          BBB Complaint #********
                  ************
  
  Dear Mr. ********************** January 2, ****, we received your complaint, dated December 29, 2023, filed with the Better Business Bureau.
  
  You stated that you were charged for service you no longer needed. You requested a refund.
  
  A review of your account shows that you were charged $48.20 for service from November 18, 2023, through December 17, 2023. Although your phone number was ported out during this billing cycle, Ting Mobile is a postpaid service. As such, we do not provide prorated credits and/or refunds,and you are billed for the entire billing cycle.
  
  Our records show that you disputed the payment of $48.20 with your bank on December 29, 2023. This amount will still be due on your account, as it is for service billed.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:12/02/2023

  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 purchased a phone a few months back that came with a free month's subscription from Ting. I activated the *** card in September 2023. In October, I was charged roughly $20. I thought, cool. I can deal with this. Service is better with T-Mobile, but ting is much more affordable. In November, Ting took $50.09. I immediately filed a dispute with my bank, and then called to have Ting cancel my service and refund my money. My service was cancelled a few days later, but my money was never returned. By the 3rd week of November, **** has been trying to charge my account another $50.09 repeatedly. I can not put money in my account because they will take that too. I received an email from Ting about my bank dispute. I called ting today, 12/2 hoping to resolve this. The girl on the phone started talking about needing payment for my first month and started doing some backwards math trying to explain the charge they are now trying to collect from me. I explained the actual facts of the case and again, requested my refund. To which she replied they had no way to refund my money. They are intentionally trying to defraud me by billing me for service I don't get. They are refusing to credit my bank for the money they took in November. This whole free month promotion is nothing but a scam to extract extra and inflated charges from the unsuspecting and trap them into a long drawn out battle before giving in.

  Business Response

  Date: 12/08/2023

  December 8, 2023
  
  
  
  Mr. ***************************
  *************, ** 49684
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ******************:
  
  On December 4, 2023, we received your complaint, dated December 2, 2023, filed with the Better Business Bureau.
  
  You said you purchased a phone that came with a free month subscription in September 2023. You were charged more than you expected in the month of November, so you disputed the $50.09 transaction with your bank. You also indicated that payments were withdrawn unsuccessfully, as you have not deposited any funds to your bank account to avoid this. In addition, you expressed dissatisfaction with the customer service you received. You asked for a refund.
  
  Our records show that your monthly rate is $45.00 (Unlimited plan) plus tax, bringing it to $50.09. Your first bill had a $30.00 credit, so the amount collected was only $20.09. No refund is warranted, as your billing is correct.
  
  We regret that the customer service you encountered did not meet your expectations.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 12/08/2023

   
  Complaint: 20949070
  
  I am rejecting this response because: the October payment was $20+. November 11 you took *****. Nov 12 you cancelled my service. Nov. 24 you were still trying to steal another ***** from me for service I no longer had access to. Do you think it is honest to take advance payment for a month of service, then cancel that service the next day, and not only refuse to refund the payment, but to try and charge an additional payment after the service has been cancelled? I might be disabled and considered elderly, but I'm not an idiot. Fine, rework the math so it makes you look correct... Remember, and it probably won't mean a thing to you, but God don't like ugly. Shame on you!

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

  Business Response

  Date: 12/19/2023

  December 19, 2023
  
  
  
  Mr. ***************************
  *************, ** 49684
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ******************:
  
  On December 18, 2023, we received your rebuttal, dated December 18, 2023, filed with the Better Business Bureau.
  
  You stated that while your payment to Ting Mobile was for around $20.00 in October 2023, on November 11, 2023, $50.09 was deducted from your credit card account. You indicated that your service was canceled on November 12, 2023, but Ting Mobile was still attempting to deduct $50.09 from your credit card account on November 24, 2023, for service you no longer had.
  
  As previously advised, the plan that you signed up for was $50.09 a month. As your first bill included a promotional credit of $30.00, your credit card account was only charged $20.09 on October 11, 2023, to cover your services from September 7, 2023, through October 6, 2023. 
  
  On November 11, 2023, your credit card account was billed the normal amount of $50.09 to cover services from October 7, 2023, through November 6, 2023. You disputed this payment with your bank and the funds were returned to you as a result. Since this payment covered services that were provided, this amount is still owed to Ting Mobile. Therefore, we attempted to collect the funds on November 24, 2023.
  
  We regret that you do not agree with the information provided.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 12/19/2023

   
  Complaint: 20949070
  
  I am rejecting this response because:

  For the last time, when I bought my phone, the cardboard wrapper holding the ting sim card said Free Month Subscription. There was no mention of $30, or $20 owed. I took the packaging at face value. 

  Additionally, no money was ever returned to my account. In fact, the bank denied the dispute. But that's fine. That $50 must mean an awful lot to your big business. So, you put that in your wallet, and go set back and giggle about how good your scam is by, shall we say, misrepresenting your promotion, to be nice about it.. I really hope you enjoy it knowing that even though you can manipulate the situation to back you legally, it's still pretty scurvy for a company to feel they have to scam people to get ahead, especially those that are disabled and living on a fixed income. Merry Christmas.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:11/23/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Our complaint against Ting Mobile is for cutting off our phone service. -We decided to switch to Ting.-I had an old Ting account that was never activated. On 11/14/2023 we tried to order *** cards online, the system said that our phones were compatible; when we went to order our *** cards a message said no *** cards were available for those phones.-We used the online chat on the Ting website, and *** ordered the *** cards.-A friend referred us to Ting using a code based on a call with Ting Tech support.-11/18/2023 we tried to activate our phones, but didn't see a place for the reference code, so we contacted the online chat.*** told us we couldn't use the code with the existing account, so we needed to create a new one to receive a friend credit.-We did, but didn't see a place for the code. Ting support applied the credit.-11/19/2023 the phones worked with voice and text, but not data, so we contacted tech support. Geline sent us an email, and we manually input the *** for data.It worked that day. -11/20/2023 we tried a phone call, the call dropped. We attempted to send a text and got a message back Free Msg: Unable to send message-Message Blocking is active.We are blocked from sending or receiving phone calls or texts. -We contacted tech support, the response was the account was suspended due to "our security system has linked your account to others with unresolved issues, such as, we can't restore service to this account". Eventually *** N sent a ticket report to the security team and said they would email in 24-48hrs, no response. -11/22/2023 we contacted the help chat; ******* said we were in line for the security team to review; she resubmitted the ticket with high priority. She promised an email within 24hrs. None came.-After 24 hrs 11/23/2023 we contacted the help chat and **** said the same thing as before.We want our service restored, and the ability to port our current phone numbers to another company. We attached chat logs here.

  Customer Answer

  Date: 11/26/2023

  Hello, After threatening legal action with documentation we were able to have a customer service person activate our phone numbers, with a block on them, so we could port them away from the company. The ports appear to have been successful. We still have not received any contact from the company explaining why they locked our account in the first place. We would still like an explanation of their actions. 

  Thank you

  *************************

  Business Response

  Date: 11/30/2023

  November 30, 2023
  
  
  
  *****************************
  ***************************
  ******, ** 97405
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On November 27, 2023, we received your complaint, dated November 23, 2023, filed with the Better Business Bureau.
  
  You expressed concern with the suspension of your phone lines. You stated that you were told to create a new Ting Mobile account to redeem a referral credit. You indicated that you never received the follow up promised related to the suspension. You requested that your phone lines be restored so you can port out your phone numbers.
  
  Our records show that your phone numbers were previously ported out.
  
  We apologize for any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 12/01/2023

   
  Complaint: 20910133
  
  I am rejecting this response because:
  

  We wanted for our accounts to be reactivated so that we could continue with our *************  When this did not happen in a timely manner we had no choice but to port our phone numbers out as soon as we persuaded the customer service rep to reactivate them. The initial response was that our numbers could not be ported out, but after mentioning our documentation and willingness to pursue legal action the numbers were released for porting.  This is not how you treat new customers who have done nothing wrong.  We would like our accounts to be unsuspended and the due to security issue resolved in case we ever want to come back to Ting. We would also like an apology for the unprovoked and unwarned suspension of our accounts and lack of any real effort to sort the issue out once they were suspended. We would also like an assurance, in writing, that we will not be charged for this debacle.  

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

  Business Response

  Date: 12/11/2023

  December 11, 2023
  
  
  
  *****************************
  ***************************
  ******, ** 97405
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On December 11, 2023, we received your rebuttal, dated December 8, 2023, filed with the Better Business Bureau.
  
  You rejected our response, as you stated that you only ported your phone numbers to a different provider because your Ting Mobile service was not restored in a timely manner. You would like your Ting Mobile account restored and the security issue resolved, in case you want to return in the future. You also requested confirmation that you will not be charged for the service.
  
  Unfortunately, your Ting Mobile account is not eligible to be restored, as our security system has linked it to others with unresolved issues.
  
  Please be advised that there are no charges due on your account.
  
  We again apologize for any inconvenience you may have experienced because of this issue.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

  Customer Answer

  Date: 12/13/2023

   
  Complaint: 20910133
  
  I am rejecting this response because the glitch in the system is on Ting's side, and it is their responsibility to come up with a solution to the problem and clarify what the problem is. 

  
  The business said Unfortunately, your Ting Mobile account is not eligible to be restored, as our security system has linked it to others with unresolved issues. 

  
  An obscure message like that is not clarifying what the problem is. This is the message we have received every time we have contacted Ting since they suspended our account. We have asked for clarification on this cryptic message in several different ways, and ****'s security team has not responded to emails given weeks to respond, and any staff we have talked to in the chat rooms are not able to elaborate on the error message. We have asked to talk to the member of the security team or a supervisor and the only answer was to give us the same response. There is no way within Ting's system for us to find out what that means or attempt to resolve the issue with them. It is very unprofessional to be unable to resolve an issue when an account has been suspended, especially when dealing with a customer who has not done anything wrong and is making every effort to work with them and problem solve. (All actions taken were on the advice of a Ting chat employee, and we have documentation of this). We also have received contradictory advice from employees in the chat room. 
  Our questions have been and are, What account is it linked to, and how can the issue be resolved? Is there a way to work through this to resolve the issue? We are willing to work with **** to troubleshoot and resolve this issue once we have direct contact with someone who is able to correct the system. 
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:11/06/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ting mobile deleted all my voice messages on November 1, 2023, only one day after I re-saved them on October 31. These were very important messages, resaved many times before, one from 2021, one from 2022, and two from 2023. They were resaved over such a long period of time because Ting mobile deletes messages older than 14 days old. However, this time even though they were re-saved on Tuesday, Ting mobile still deleted all these messages the next day on Wednesday. I opened a request to have them restored the same day, Nov. 1, and explained how important these messages are. However, Ting mobile closed my request without ever responding to me. I called 3 times and spoke with 4 representatives explaining what happened, yet they all repeated the same answer: "messages older than 14 days will be automatically deleted". The fact that one message was 104 weeks old and all the other at least 6 or 7 weeks did not change their robotic answer. Please restore my 4 deleted voice messages so I can find a way to back them up and not risk losing them again. I have been a long time Ting customer and this experience is completely shocking. Closing open requests with no response provided, disconnecting calls with customer on the line, and repeating scripted answer that makes absolutely no sense is extremely exhausting experience in addition to the fact that **** simply deleted all customers messages and refused to restore them for absolutely no reason and against their policy. Take ownership of this horrible experience, please!

  Business Response

  Date: 11/08/2023

  November 8, 2023
  
  
  
  *************************
  *****************************
  *****, ** 19341
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear ****************:
  
  On November 7, 2023, we received your complaint, dated November 6, 2023, filed with the Better Business Bureau.
  
  You said that your saved voicemails were deleted and you requested to have them restored.
  
  As you were advised when you contacted us, unfortunately,deleted voicemails cannot be restored. As such, unless you backed them up or saved the messages elsewhere, we are unable to restore them to you.
  
  We sincerely regret any inconvenience this issue may have caused caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20834615
  
  I am rejecting this response because:

  I did save the messages prior to Ting mobile deleting them the next day. I re-saved them many times over the two years period for 1 message and one year for another message. Despite me saving them Ting mobile still deleted my saved messages. Why? No explanation is provided. No resolution is offered. No assistance or even an attempt to help is demonstrated. Excellent customer care from **********************, in every step of the way!

  The representative on the phone said I will have to subpoena Ting mobile in order to get back my saved messages. I am not an attorney. I am a customer. How can I subpoena them in order to get my own messages? First they delete the saved messages, then they make it impossible to retrieve them unless you are a judge or a lawyer! What a company!
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:11/04/2023

  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.

  On 9/30/2023, I tried to change my phone plan which is pay as you go (not monthly , no contract) with Ting Mobile which they refused to do. So because of financial constraints with a job change and delay in my first paycheck I could not pay the current plan and they cut off service (and I canceled on the phone). Now in November, they are trying to charge my card ***** for two months October and November. I have not had service and I owe not one ***** to ting mobile.They don't answer phones and I can't trust them to cancel my account even if I get a hold of them. I can NOT remove my card information on my account online. This is a huge SECURITY BREACH in itself. It only allows you to change the card and to a valid card. SO I AM FORCED TO ONCE AGAIN get a new debit card. I have had two breaches in the last ************************************** companies for that sunken cost. No device (and hence phone number is associated with the account so they are trying to charge me a service they're not providing. Again this is pay as you go. I am not getting service from them and have not authorized it as it is pay as you go. Account details Name *************************** Business name You can specify a business name if you own a registered company. To add a business name, click the link "Edit account details" below.Name of business Email ******************* Primary contact ************ Device settings Take complete control of all devices on your account. Turn features on or off, edit and update settings, move a number to a new device and much more.Activate a device Active devices Nickname DeviceNetworkNumberEdit Edit account details Your account has an outstanding balance of $*****. Update your payment method now to avoid service interruption.Payment method Pre-authorized Credit Card Name on card *************************** Billed to Mastercard ending in 2323 7/2027 Billing address *****************************************************************************

  Customer Answer

  Date: 11/08/2023

  Please tell Ting Mobile 's *********************, I am no long er using Ting Mobile and have not for over a month and to remove my card information and prove it to resolve this issue now since I have spent hours with the awful customer service and dreadful ability to change information and plans and turn off your cards on their prepaid plans. I  had to pay upfront when I got their plan and they would turn off the phone service if it was not prepaid and I had no contract with them  but at this point due to the utterly disappointing response I need ALL canceled. I am paid up and I need  proof you no longer have access to my card and I will just have to live with it .

   

  All I care about is never having to deal with this company Ting Mobile again at this point. 

  Business Response

  Date: 11/08/2023

  November 7, 2023
  
  
  
  *******************************
  ******************************** 306
  **********, ** 29440
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear ******************:
  
  On November 6, 2023, we received your complaint, dated November 4, 2023, filed with the Better Business Bureau.
  
  You disputed the balance associated with your Ting Mobile account. You said you were unable to change your plan, so you canceled your service. You also requested that your debit/credit card information be deleted from our system.
  
  Please note that Ting Mobile is not a prepaid service. Your balance was for service rendered between August 31, 2023, and October 8, 2023,when your number was ported out. As no payment was received for your August 2023 to September 2023 balance, it was added to your September 2023 to October 2023 balance, leading to the $96.88 balance to which you referred.
  
  Our records show that you contacted us on October 1, 2023,regarding a plan change, but you wanted it to take effect immediately. As the agent explained, your plan would take effect on your next billing period or on the 15th of the month. You said you would call us back after thinking about it.
  
  Please note that we must retain some information for legal and recordkeeping purposes. Please visit **************************************** regarding our Privacy Policy (Section 6).
  
  As the balance to which you refer was for service rendered,we are unable to waive it.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 11/08/2023

   
  Complaint: 20826857
  
  I am rejecting this response because:

  ********************* is lying . This is a prepaid service and I did not get phone service after I canceled. I have always paid as I went and I had to  pay for the service upfront. T-Mobile is a contract service. ********************* is making these dates up. There is no way they let me or would let me have service for two months. Furthermore I called MANY times in the past year to change my service to a plan based on usage and you can't get that plan on their wbsite.

  Their phones and customer service and support doesn't exist. They tell you you can't get chat during business hours and then you call and it would give you a message to call back later or end the call after **** minutes on hold. Furthermore this company has a 1.7 rating on BBB because of the scam tactics they employ. They must cease and desist with my card information. I have told you numerous times you aren't authorized and I can not turn my card information off on my account. 

  This company still has my card information illegally and are unauthorized to use my card sincE September 2023. 

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

  Customer Answer

  Date: 11/08/2023

  I believe this has been satisfied as I can no longer log into my account at **********************. If Ting Mobile charges me again, I will re open this case. I no longer have service with Ting Mobile and have not since end of September . As long as I see no future charges it is resolved.

• Initial Complaint

  Date:10/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  **** told me my phone was serviceable with their SIM cards and we agreed to a $25 fee. It turns out their SIM cards would not work on my phone and they charged me $25 twice - they charged me $48 altogether for no service. I told them all this and they still charged me. I've contested the charge with my credit card company.

  Business Response

  Date: 11/01/2023

  November 1, 2023
  
  
  
  *************************
  IN 47304
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear ****************:
  
  On October 26, 2023, we received your complaint, dated October 26, 2023, filed with the Better Business Bureau.
  
  You said that you never received service, but you were charged.
  
  A review of our records reveal that you activated two lines,each under the $25.00 plan, and that service was used during your initial billing period. As your lines were active, you were charged a total of $53.31 for service and tax.
  
  As a courtesy, I refunded the $53.31 payment. Please allow three to five business days for processing.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 11/09/2023

  The company satisfied my request

• Initial Complaint

  Date:09/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have been a Ting Mobile customer for years. I received a VERY important voicemail dealing with a legal issue and needed it saved. I reached out to their phone support and asked them if there was a way to save the voicemail. The employee asked if he should reactivate my voicemail but I said no. He said to wait and then deleted all of my voicemails by redoing my entire voicemail. I lost personal voice messages from loved ones AND an important legal voicemail where someone was threatening me. Ting mobile has SCREWED me. Their support staff say they can't fix it but I find it incredibly hard to believe that data isn't backed up anywhere and would be completely erased with the click of a button. Why wouldn't they raise it to their IT staff to check. I'm DISGUSTED with how this was handled and ****** off after using Ting as a provider for so long. Incompetent jerks who can't even speak english shouldn't be going around literally ruining people's lives.

  Business Response

  Date: 09/13/2023

  September 12, 2023
  
  
  
  *********************************
  ******************************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On September 7, 2023, we received your complaint, dated September 6, 2023, filed with the Better Business Bureau.
  
  You stated that when you contacted customer service for assistance with saving a voicemail, your voicemail was reset and your voicemails were deleted.
  
  Due to privacy, we do not store voicemails. Unfortunately,we are unable to assist with retrieving the deleted voicemails.
  
  We appreciate that you brought your concerns to our attention and we apologize for any inconvenience this issue has caused.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 09/13/2023

   
  Complaint: 20566282
  
  I am rejecting this response because:
  Your company made a mistake by deleting my data. This wasn't me asking for you to fix my issue that I cause by deleting it, YOU deleted it. Your company refuses to restore it due to privacy concerns. I don't care about privacy concerns. You deleted my important information you should be able to restore it. We will be switching providers. This is unacceptable.

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

• Initial Complaint

  Date:08/15/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tengo ** cuenta de telfono con Sprint desde 2016 tengo tengo un plan de llamada mensajes e internet ili**tado despus la compaa se cambi ***** es Sprint ***** parte de T-mobile ellos dijeron que ** plan contina todo igual y desde el mes ******* comenc a notar que no poda recibir mensajes era muy lento y no **** internet en **s vacaciones ***** revisando ** cuenta puedo **rar que cambiaron ** contrato sin decirme nada ***** solo me estn dando 50 gigabits cada mes ellos me quitaron ** internet ili**tado eso me llevo a perder 3 contratos en ** trabajo yo trabajo usando internet me gustara que ellos me dejan ** plan cmo yo lo **** datos ili**tados por el **smo precio cmo me prometieron y que me devuelvan el dinero desde **** *************** necesito ayuda por favor aqu voy a dejar ** informacin ********************************* *************************************************** *************

  Business Response

  Date: 08/18/2023

  August 16, 2023
  
  
  
  ****************************************
  **************************************
  *******, ** 93640
  
  Re:          BBB Complaint #********
                  *************
  
  Dear ********************:
  
  On August 16, 2023, we received your complaint, dated August 15, 2023, filed with the Better Business Bureau.
  
  You expressed concern about your T-Mobile service.
  
  As Ting Mobile and T-Mobile are separate companies, I am unable to speak to your concerns. They will have to be addressed to T-Mobile.
  
  We sincerely regret any inconvenience or confusion this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************