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:08/12/2023

  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.

  A minor problem is forcing me to use 2FA just to login. The major problem is that I cannot cancel my account online. It says to call. At the moment I am not availble during their current business hours. If I can sign up online I should be able to cancel my account online. All I am asking is for one button to be added to their website.

  Business Response

  Date: 08/18/2023

  August 14, 2023
  
  
  
  *******************************
  ** 92592
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear **************:
  
  On August 12, 2023, we received your complaint, dated August 12, 2023, filed with the Better Business Bureau.
  
  You said that you were unable to disconnect your Ting Mobile account online.
  
  A review of our records show that you contacted us today,August 14, 2023, and canceled your service.
  
  We generally ask that customers contact us when canceling,so we may use their feedback to improve our service.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
  *********************
  

  Customer Answer

  Date: 08/18/2023

   
  Complaint: 20459776
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:07/31/2023

  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 signed up for prepaid phone service. After a few months I decided I no longer wanted the service, the company suspended my account and I could not longer make phone calls or send text messages. However the company still continue to attempt to take money from my band account for the entire month even though I couldn't use it and my service was suspended. This is not the first issue I have had with the company. Approximately 5 months prior to this incident I was double charged by the company, and when called to complain and try to get my money back I was told that they didn't know what happened and would provide me a credit but could not pay me my money back. I called the company today and asked them to please remove my debit card information and they refused to do so even though I was charged for services on an entire month that I could not use the services. I just want my debit card information removed from their system and for the company to stop trying to charge my bank account

  Business Response

  Date: 08/07/2023

  August 3, 2023
  
  
  
  *********************************
  *************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On August 1, 2023, we received your complaint, dated July 31, 2023, filed with the Better Business Bureau.
  
  You stated that you signed up for prepaid service, but you no longer wanted to continue with it after a few months. You indicated that your service was suspended and you were unable to use it; however, you continued to be charged. You mentioned that you had a previous billing issue, but you confirmed this was already addressed. You expressed concern with the attempts made to charge your credit/debit card account, and you would like this information removed.
  
  Please note that Ting Mobile is a postpaid service.
  
  Our records show that the last payment we received was for $96.37 on June 7, 2023. This covered your service from
  April 25, 2023, through May 24, 2023.
  
  A bill of $96.37 generated for service from May 25, 2023,through June 24, 2023. Our attempts to collect this balance on the June 24,2023, due date were unsuccessful. An additional bill of $96.40 generated for service from June 25, 2023, through July 24, 2023. We were unable to collect a payment on the July 24, 2023, due date. This resulted in an unpaid balance to $192.77 for two months of service.
  
  As there is usage on your account for the two months of service, the balance on your account is valid.
  
  Please be advised that Ting Mobile requires that a credit/debit card be on file for autopay. Additionally, you are billed for the entire billing period, and the amount due is not prorated if service is suspended and/or canceled.
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  cc:           ****** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20403211
  
  I am rejecting this response because: my phone was disconnected on 7/3/23 however they still attempted to charge me for the whole month even though it was disconnected by them
  
  Sincerely,
  
  *****************************

  Business Response

  Date: 08/18/2023

  August 17, 2023
  
  
  
  *********************************
  ***************************************************************
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************:
  
  On August 15, 2023, we received your rebuttal, dated August 14, 2023, filed with the Better Business Bureau.
  
  You continue to dispute the charges on your account. You again stated that you were billed for the entire month even though your service was suspended on July 3, 2023.
  
  As previously advised, Ting Mobile is a postpaid service.Therefore, the charges are not prorated if the service is suspended and/or canceled: we bill for the entire month of service.
  
  Since we did not receive payments to cover the two months (May 25, 2023, through June 24, 2023, and June 25, 2023, through July 24, 2023)that were billed, the balance is valid. 
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

• Initial Complaint

  Date:07/23/2023

  Type:Order 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 have been receiving a $10 discount thru auto pay but now TMobile wants my bank account number or debit card number to continue this. No resolution with the company. I believe I signed a contract but they claim it's " updates " on their end. Everyone knows this is an unsafe practice. Now to get off of the plan and switch companies they want over $1000 for the remaining phone balance so apparently it IS under contract which they are breaking.

  Business Response

  Date: 07/26/2023

  July 16, 2023
  
  
  
  *************************************
  ********************************************-260
  ********, ** 85308
  
  Re:          BBB Complaint #********
                  *************
  
  Dear **************************:
  
  On July 24, 2023, we received your complaint, dated July 23,2023, filed with the Better Business Bureau.
  
  You expressed concern about your T-Mobile billing.
  
  Unfortunately, as Ting Mobile and T-Mobile are separate companies, we are unable to address your T-Mobile billing concerns. Please contact T-Mobile regarding this issue.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:07/21/2023

  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.

  I set up a Ting mobile account online because I thought I would need them.. turns out I didnt and never activated ANY services. Ting mobile tried charging my card on file for *****+. I contacted them and was assured that they would not try to charge me again because they could see I NEVER had services. The next day they charged my card still. I called and spoke with 2 supervisors who assured me I would be refunded ASAP 3-5 *********** a receipt of Refund because I NEVER had service from ting and that they would remove my card from their file. Its been almost a month and I STILL have not received said Refund . Ting Mobile STOLE my money and refuses to return it. They have very SHADY business practices and need to be Shut Down for good. SCAM SCAM SCAM . Do NOT sign up or put your card online because they will take your money even if you dont activate service,RUN!!!

  Business Response

  Date: 07/26/2023

  July 24, 2023
  
  
  
  *****************************
  ******, ** 33572
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear **************:
  
  On July 24, 2023, we received your complaint, dated July 21,2023, filed with the Better Business Bureau.
  
  You said you never activated Ting Mobile service, but you were billed.
  
  A review of our records shows you activated a Set 5 plan on April 27, 2023. You spoke with an agent when activating your phone and you received a $30.00 promotional credit, which brought the balance for your first month to $23.86. As you disputed the charge, that amount was refunded to you on July 6, 2023, as a courtesy.
  
  Your line expired on July 7, 2023. Another bill generated prior to disconnection, so as a courtesy, I waived that balance.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
  *********************

  Customer Answer

  Date: 07/26/2023

  I never received service from TING. I am a boost mobile customer.
  It has now been over 20 DAYS & I have NOT received not one dime of my refund this company is a scam!!! When were the funds deposited BACK into my account?? My bank verified that they have received NOTHING from Ting mobile. They clap back on here but refuse to do right. No **************** either. SCAM, SCAM , SCAM !!

  Customer Answer

  Date: 07/26/2023

   
  Complaint: 20359812
  
  I am rejecting this response because:
  TING MOBILE has Yet to Return the Funds to my account. They are flat out LYING. 
  I contacted my bank who verified that NO return funds have been sent. The refund was allegedly sent on 7/6/23. It is now 7/26/23 which is 20 DAYS. No Refund takes that long..and I still have no refund. They stole my Money plain and simple even though I never had any service from them. SCAM company 
  Sincerely,
  
  *************************

  Business Response

  Date: 08/11/2023

  August 10, 2023
  
  
  
  *****************************
  ******, ** 33572
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear **************:
  
  On August 9, 2023, we received your rebuttal, dated August 8, 2023, filed with the Better Business Bureau.
  
  You maintain that you have not received the refund Ting Mobile processed in June 2023.
  
  I emailed our Refunds Team and requested that they reissue your refund, as you indicated you had not received it.  Please allow up to ten business days for processing.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  

• Initial Complaint

  Date:07/14/2023

  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.

  Hello. I have Ting Mobile *********************** ************ I have tried all avenues trying to contact ting to get a transfer pin so that I can move my number to another service. 1. Their phone line goes to Boost Mobile. Their emails go with no reply. They state that they have chat which they do not. 4. I tried accessing my account and my password is not working. Please, I ask for your help in obtaining a transfer code so that I can leave this service. *****

  Business Response

  Date: 07/19/2023

  July 17, 2023
  
  
  
  Mr. *****************************
  **************************************************************************
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear **********************:
  
  On July 17, 2023, we received your complaint, dated July 14,2023, filed with the Better Business Bureau.
  
  You said you were unable to reach Ting Mobile to get your port out PIN.
  
  Please note that when you call us at ****************, you are provided the option of reaching Boost Mobile by pressing one or reaching Ting Mobile by pressing two. When you press two, you are directed to a Ting Mobile agent.
  
  Our records show that you chatted in on July 14, 2023, and the agent you chatted with provided you with your port out PIN.
  
  We sincerely regret any confusion this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/30/2023

  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.

  I cancelled my account in March. They kept billing me and refused to honor my cancellation request. I then contacted them AGAIN in June. They confirmed my account was cancelled over the phone. Then STILL KEPT BILLING ME!! This company is crooked and should be shut down. They owe me at least $40.

  Business Response

  Date: 07/07/2023

  July 5, 2023
  
  
  
  ***************************
  *******************************************************************
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear ****************:
  
  On July 3, 2023, we received your complaint, dated June 30,2023, filed with the Better Business Bureau.
  
  You said you canceled your Ting Mobile account but you continued to be billed.
  
  A review of our records indicate that you contacted us from an email not attached to your Ting Mobile account on March 1, 2023. You were sent an automated response requesting that you contact us, but we received no response until June 30, 2023. On that date, the agent you spoke with provided you with two refunds, totaling $18.76, for two months of service. You then disputed three additional charges, totaling $37.54.
  
  As charges since your initial cancellation request totaled $37.54, and as you received $46.92 through refunds and chargebacks, no additional funds are due to you.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

• Initial Complaint

  Date:06/24/2023

  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.

  30 days ago, I signed up for a Flex plan with Ting Mobile. It includes unlimited talk and text time. Data can be used at a rate of 1GB / $5.During setup of the phone, the mobile internet transceiver (mobile data) was enabled briefly.When I received the bill, they claim 25 MB were used and they charged $5 for it. What is this? The year 2004?This should have been a flat $10 bill, but they charged me for using 25 MB while setting up a new phone with them... I am so frustrated. Please do what you can.

  Business Response

  Date: 06/30/2023

  June 26, 2023
  
  
  
  ***************************************************
  *************, ** 85375
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear ********************:
  
  On June 26, 2023, we received your complaint, dated June 24,2023, filed with the Better Business Bureau.
  
  You disputed the charge applied to your bill for data use.
  
  Our records show that you initiated your account with our Flex Plan, which provides unlimited talk and text, plus data on a pay-for-what-you-use basis. I am unable to see what the data was used for;however, our system shows that it was used. As such, it is a valid charge and we are unable to waive it.
  
  Please note that we offer other plan with inclusive data. You can change your plan by contacting ** or through your online account.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20232839
  
  I am rejecting this response because:

  25MB / ******* used, during the setup of a new phone, should not incur such a charge. Has data been used since? No, it has not. Will it be used? No, I know what my phone plan is. You guys are vampires sucking the lower class dry.
  
  Sincerely,
  
  *******************************

  Business Response

  Date: 07/13/2023

  July 12, 2023
  
  
  
  ***************************************************
  ** 85375
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear ********************:
  
  On July 12, 2023, we received your rebuttal, dated July 12,2023, filed with the Better Business Bureau.
  
  You maintain that you should not have been charged for data usage.
  
  While we sincerely regret that you do not agree, as you indicated that you are aware of the terms of the Flex Plan, and as the data to which you refer was used by you, and as you were correctly billed for service,we are unable to apply an adjustment for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ***************************************************************** /******* Better Business Bureau
                  ***********************************350
                  ******,** 80210
  
  *********************
  

• Initial Complaint

  Date:05/23/2023

  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.

  After multiple attempts to cancel services they have made it difficult both via customer service and at a store location. I continue to receive invoices even though I have tried to cancel to no avail. Their customer service is sub par and doesn't provide any results or solutions.

  Business Response

  Date: 05/31/2023

  May 25, 2023
  
  
  
  Mr. ***********************
  44444 W. **********.
  ********, ** 85138
  
  Re:BBB Complaint #********
  *************
  
  Dear **************:
  
  On May 24, 2023, we received your complaint, dated May 23, 2023, filed with the Better Business Bureau.
  
  You stated that you have been unable to cancel your service by phone or at a store location, and you continue to be billed. 
  
  I was unable to locate a Ting Mobile account with the information in your complaint.
  
  Please note that Ting Mobile does not have physical store locations. However, Ting Fiber does, so if your complaint is regarding internet service, please redirect your complaint. 
  
  If your complaint is regarding Ting Mobile cellular service, please contact ** via chat or phone at ******************************;
  
  Sincerely,
  
  
  
  *****************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile 
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:05/17/2023

  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.

  I am a long time Ting customer. After dish bought it, they began to **** up fees in old plans to motivate us to move from the old pay-as-you-go plans to the new plans. I switched recently. Personal Hotspot option became unavailable although it is advertised on the Ting web site. I use my phone occasionally as personal hotspot. After switching to new plan, it stopped working. Ting web site says personal hotspot is included in the plan, but it does not work. After 4-5 chat sessions trying network reset, new SIM cards, etc the problem remains. When I try to turn on personal hotspot, it says I should call Ting to activate. I also sent numerous emails and no response. **************** and technical service deteriorated lately. I want personal hotspot restored and operational as advertised.

  Business Response

  Date: 05/24/2023

  May 24, 2023
  
  
  
  ***********************
  *****************
  
  Re:BBB Complaint #********
  0461183210 - *************
  
  Dear ********************:
  
  On May 17, 2023, we received your complaint, dated May 17, 2023, filed with the Better Business Bureau.
  
  You indicated that you were unable to use your phone as a hotspot device and requested the ability to do so.
  
  I reviewed your chats with our agents and found that all troubleshooting steps for this issue have been tried and all settings for your account are correct to allow tethering.  Hence, the agents suggested reaching out to Apple, as the issue might be device-related, rather than account-related.
  
  The only step I may add is to ensure your APN settings are correct, steps to do so can be found at *******************************************************************************, and please ensure your devices software is fully updated.
  
  We sincerely regret 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: 05/24/2023

   
  Complaint: 20068624
  
  I am rejecting this response because:

  I went to Apple Store and a technician (Apple genius) checked all settings and ran full diagnostics. He agreed that all iPhone settings are correct, software is up to date and there were no software or hardware issues on the iPhone. I attached the screenshot that shows the message when I try to turn on personal hotspot. It says that I should contact Ting. This happens when my phone contacts the cell service and says this is the subscriber, is this function enabled? It gets the response that this service is not enabled and I cannot use it.

  I also checked what you suggested with APN. That was something we already ran with your online technicians. 
  

  your proposed solutions are the simplest textbook debug procedures, which are useless in this case.

  I am a software developer. I encountered plenty of in inexperienced coders that add a new functionality (in your case a new cell phone plan) and do not realize that something in your new code conflicts with some old settings. The end user (your technicians) sees that the function is enabled in your interface, but because of some code conflict, it wont still allow it. You need to dig deep under the hood.
  

  The other possibility is a conflict between ting and t-mobile. Since you use t-mobile network, my phone contacts their tower and asks if this function is enabled. Wrong information is translated between T-Mobile and Ting and T-Mobile says no. 
  

  I regret that I have to debug your systems, but you may need to put some competent engineers in charge to find the source of this problem. 

  
  Sincerely,
  
  Tugan Muftuler

  Business Response

  Date: 05/30/2023

  May 30, 2023
   
  
  ***** Muftuler
  *****************
  
  Re:BBB Complaint #********
  0461183210 - *************
  
  Dear ********************:
  
  On May 26, 2023, we received your rebuttal, dated May 25, 2023, filed with the Better Business Bureau.
  
  You said Apple indicated that your phone settings are correct and your issues stem from Ting Mobile.
  
  Please note that we have not received other reports of this issue from other Ting Mobile users, and the settings for your account are correct. Multiple agents have gone through troubleshooting and your account settings.
  
  While we sincerely regret any inconvenience this issue may have caused, we have exhausted our troubleshooting options. As such, this issue was escalated internally; however, we do not have a timeline for its resolution.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 06/01/2023

   
  Complaint: 20068624
  
  I am rejecting this response because:
  This is not the resolution I was expecting. I included the screenshot from my phone when I try to activate mobile hotspot. It clearly says that I should contact **** to activate. Something on Ting's end is blocking it. The fact that I could use it before switching to the new plan suggests a conflict for those of us who went from the old plans to the new plans. I do not know the numbers, but probably not many users who switched from the old plans to the new plans also use the hotspot option. That is why you did not hear others complaining about it. It is also possible that most of those users  switched to one of those higher plans, not flex. Maybe higher plans are not experiencing this. So, it comes down to the low probability of the combination of several factors: switching from the old plan to the flex plan (cheapest option), probability of those who switched to flex and also wants to use hotspot. That is probably why you did not hear from other users, yet.

  I hope that Ting can put some effort internally and solve this, as noted in the last message. I am aware that companies do not want to invest resources in a problem that only one user complains, which is unfortunate. I was a big advocate of Ting until recently. I will stay with Ting until I do need the hotspot. Then I will have to look into the alternatives.  

  Sincerely,
  
  Tugan Muftuler

• Initial Complaint

  Date:05/02/2023

  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.

  The last week of April, I spoke with a representative about our account and they told me there was a better deal available, but it would require different *** cards. They sent the *** cards, and when I called to get them switched out, it has become the biggest hassle. First, we had to PAY a third party to port our numbers (from Ting T Mobile to ************** which was not stated originally when they sent the *** cards. Second, once we had our numbers ported out, **** made an error so that they couldnt port the numbers back over. The customer service has been atrocious. We have not had our phones active for 2 days now, which is unacceptable. We cant even call customer service because we dont have our phones active, so we have to rely on the website chat which is horrible.

  Business Response

  Date: 05/10/2023

  May 9, 2023
   
  
  
  *************************
  
  Re:BBB Complaint #********
  ********** - *************
  
  Dear ******************:
  
  On May 2, 2023, we received your complaint, dated May 2, 2023, filed with the Better Business Bureau.
  
  You said that you were advised to port your number out then back in to receive a better deal.  You indicated that there was an issue with your port and your phones are not working.
  
  Our records show there was an issue with your port that had to be escalated.  It was completed and your new account activated on May 3, 2023.  Credits totaling $80.00 were applied to your account for the inconvenience.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************