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:05/01/2023

  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 have been with ting for quite some time now and for the past 3 months I have had service on my phone and I have continued to be charged by **** even after informing them about my lack of service. I unfortunately have to keep the phone service active in order to port out as I have to keep my same phone number. But ting also is not honoring my port out request. I keep calling about my lack of service and they keep saying that it is due to outages. Outages for 3 whole months are you serious !I have paid for service that I cannot use and customer service representatives do not help or care and that is when one is available because most times they are not. I have been hung up on so many times by the people who work for and represent ting and they do so knowing there will be no consequences. Whenever I asked to speak with a supervisor they were never available nor do they call you back when you request one either. The treatment that I have received from this company is a total slap in the face to say the least. I am really tired and exhausted from this whole ordeal.

  Business Response

  Date: 05/09/2023

  May 9, 2023
   
  
  
  *****************************
  
  Re:BBB Complaint #********
  7710354210 - *************
  
  Dear ******************:
  
  On May 1, 2023, we received your complaint, dated May 1, 2023, filed with the Better Business Bureau.
  
  You said that you experienced technical issues and wished to port your number out.  You also expressed concern about the level of customer service you received.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  
  A review of our records indicate that we received contact regarding your account; however, most chats ended when agents requested verification.  Additionally, your service was suspended in March and April 2023 due to failed payments, which would affect your service.  Our records reflect consistent usage; nonetheless, you received a $40.00 courtesy credit on April 17, 2023.
   
  Regarding porting your number out, as long as the information submitted by your new provider matches our records, the port will be processed.  Please visit ********************************************************************************* for more information.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 07/06/2023

   
  Complaint: 20004233
  
  I am rejecting this response because: The business failed to follow through on the resolution: Please re-open the case and follow up with the business (Ting). 
  They didn't resolve the issue. They offered me $40 on a phone I couldn't use. They spoke about chats whenll my issue was their representatives hanging up on me several times with no call back and follow up after the fact. Then we I requested a supervisor several times they were never available nor did one call me back even though I was told several times that a supervisor would follow up. The customer service I received was non existent and I was not assisted properly. Then the company refused to complete my port even when I called with the new carrier on the line with me. I was hung up on constantly and the $40 credit offered is a joke and slap in the face considering that the confront offered me $40 on phone line that I obviously couldn't use as that was my issue in the 1st place. The cyber security situation is an insult to my intelligence because that has nothing to representatives hanging up on me repeatedly! For over 2 months I reached out to Ting and I was disregarded and disrespected over that span of time! 
  The representatives also barely spoke English nor cared about assisting me. Via email I was provided surveys regarding the level of customer service I received and even after completed the survey to reflect my interactions with staff and still didn't receive any follow up! Service was not available fie months due to cyber security issues, so why am I just now after filing a complaint against the company being told this? 
  This company is terrible and treats the customers terribly and supervisors are aware of this and do nothing! 
  

  
  

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

• Initial Complaint

  Date:04/20/2023

  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.

  Around roughly the second week of March, my cell phone stopped working to make calls or texts, and I immedidately got in touch with my carrier Ting Mobile. Strangely, their phone support - which had always been excellent - was not working, so I engaged by chat with their support team. Initially, my issue was deemed a problem with my *** card and I was mailed a new one. That took days to arrive and when it didn't immediatly work was told it might take up to 24 hours to activate properly. I was patient, but that failed. So, I gave Ting Mobile another call and again was told it must be a *** card issue/was sent a new one. Again, a week passed while I was waiting for the *** to arrive and then again giving it a full 24 hours to activate, but again it failed. Finally, I was told that February 23rd, Ting "had experienced a cyberattack" and that was likely related to the problems I was experiencing. I complained given I had already gone two weeks without a phone and was told "you won't be charged for this line this month". I asked what that equated to in dollars and was told $15. I looked at my final auto-payment (final because I was compelled to change carriers) and was shocked to find it was $115. When I called Ting, I was told I'd used more data but that was only because the only way I found I could commnicated with friends, familly, and coworkers during the blackout was by iMessage (which uses data), and that was not at all my preference. I was told first I could get a $50 credit on my next bill (but there won't be one given I've switched carriers). I was then told they could only refund me $25 toward the last bill, which is still far more than what I'd ever paid. I asked to speak to a manager and was told "we don't have the capacity to call out at this point"...by my phone company! I was unrelenting, put on hold, and finally a manager came on and agreed to a $50 refund, bringing that bill down to $65 - my average for month but I only had service 1 week!

  Business Response

  Date: 04/28/2023

  April 26, 2023
  
  
  
  ********************************
  *********************************************
  ********, ** 97227
   
  Re:BBB Complaint #********
  0384753210 - *************
  
  Dear Mr. *************** April 25, 2023, we received your complaint, dated April 20, 2023, filed with the Better Business Bureau.
  
  You said that you experienced technical issues and you requested to have your last payment refunded.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. Our teams are working hard to restore systems as soon as possible and we are making steady progress.
  
  While we sincerely regret any inconvenience this issue may have caused, our records indicate that service associated with your account was used, including data, voice and messages.  As such, we are unable to provide additional refunds beyond that youve already received.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 05/15/2023

   
  Complaint: 19961884
  
  I am rejecting this response because:

   

  Please reopen this case.  Although I was proudly a Ting customer for years, this feels like extortion.  I need my phone for work and when the voice and text abilities ended one week into the final month of my service, I desperately called them to help only to find that their phones were not working either.  I spent hours chatting them and weeks desperately iMessaging for work purposes until it became clear that they initially were dishonest, stringing me along for a couple of weeks suggesting it was a Sim card issue without disclosing anything about their cyberattack.  

   

  Though I empathize and do understand that they must be hemorrhaging funds and customers as a result, to suggest that I chose to gobble data and without acknowledging that was solely because I was not being provided the service for which they were under contract - voice and data service that would have been used otherwise- makes clear that they have abandoned basic business ethics.  I will continue to publicly disparate them until they acknowledge I did nothing wrong and was certainly not to blame for their cyberattack.  Their attempt to recover funds from customers is just insult to injury.  

   

  Many thanks for your support

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

  Business Response

  Date: 05/22/2023

  May 18, 2023
  
  
  
  ********************************
  *********************************************
  ********, ** 97227
   
  Re:BBB Complaint #********
  0384753210 - *************
  
  Dear Mr. *************** May 18, 2023, we received your rebuttal, dated May 18, 2023, filed with the Better Business Bureau.
  
  You expressed dissatisfaction with my response to your previous complaint.
  
  Please note that the incident to which I referred did not affect Ting Mobile service.   Additionally, no one, at no time, placed the blame for the incident on you.
  
  While we sincerely regret that you disagree with our response, it was based on our records for your account.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 05/23/2023

  Hi there,
  
  Meanwhile, I just got another $100 bill from them for the month of April...the month I left them for Mint Mobile because they simply could not provide me with the voice/text service that I had contracted with them.  To remind you, my average monthly bills before they Feb. 23 cyberattack averaged $65-$75/month, but were over $100 the two last months I was with them, when I had full service only for one week in March and then two weeks in April.  They're trying to extort customers (including this former customer) to pay for their need to restore service after a cyberattack.  Unethical!
  
  Thanks for your support,
  
  ***********
  ****************************************
  ********, ** 97227
  

  
  

  Business Response

  Date: 05/30/2023

  May 26, 2023
  
  
  
  ********************************
  *********************************
  ********, ** 97227
  
  Re:BBB Complaint #********
  0384753210 - *************
  
  Dear Mr. *************** May 26, 2023, we received your rebuttal, dated May 25, 2023, filed with the Better Business Bureau.
  
  You said you received a $100.00 bill for service in April 2023.
  
  A review of our records indicate that a bill for $115.44 was issued for service rendered from March 1, 2023, to March 31, 2023.
  
  Your service from April 1, 2023, to April 30, 2023, came to $51.44. However, any charges remaining from past balances will carry forward.
  
  As a post-paid service, you are billed for your base plan and actual service used.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  ********** / ******* Better Business Bureau
  ************************************************************** 80210
  
  *********************
  
  

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 19961884
  
  I am rejecting this response because:

   

  Hello BBB,

   

  I just read letters from you saying my case has again been closed, but I hope to reopen it.  Again, Ting is trying to charge me for services not rendered.  Please see the attached bill for April 1 - April 31.  Even a quick review of the numbers in their email shows that I didn't use $101.44 of their service, particularly given I switched to Mint mobile April 8th of that month because I'd had it with Ting.  The letter I received states "Your service from April 1, 2023 to April 30, 2023 came to $51.44.  My wife spoke with someone at Ting in April and was told "you have no more financial obligation to Ting" in so many words, and then we got a bill for $101.44 (attached).  I see no reference to any unpaid charge at all. How does their math add up to $101, particularly given we "used their service" for a total of 8 days.  Again, we used to get monthly bills for $50-$60, and yet somehow at this point 8 days would cost us $101?  Even the bill they sent us (attached) makes no reference at all to why we would owe more than what was used.  

   

  Please post this publicly.  TING is crooked and that's evidenced by ********************* response "no one, at no time, placed the blame for the incident on you".  No, they didn't blame me - they're telling me to pay for their lack of security, which absolutely equated to me having phone/text service (other than iMessage to other iPhones) for weeks in March 2023.  Their customer service since the incidence has been atrocious and they are showing that business ethics is not a priority for them, unfortunately. 

   

  Thank you for your help,

   

  ******

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

  Business Response

  Date: 06/22/2023

  June 21, 2023
  
  
  
  ********************************
  *********************************************
  ********, ** 97227
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear Mr. *************** June 21, 2023, we received your rebuttal, dated June 21,2023, filed with the Better Business Bureau.
  
  You said you were being charged for service not rendered.
  
  A review of our records indicate your total for April 2023 came to $51.44. A payment of $101.44 was received, so a refund of $50.00 was issued to you.
  
  While we regret that you do not agree with our response, it was based upon an investigation of our records. At this point, we respectfully consider the issue closed.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 06/26/2023

  To Whom It May Concern,
  
  I'm writing to echo and corroborate my husband, ******'s complaint regarding what we perceive to be unfair billing from Ting. 
  
  I'll start by saying this is disappointing to us not only because of what we believe to be incorrect charges, but also because, up until this past spring (2023) our experiences with Ting had been extremely positive and easy. 
  
  We have been loyal subscribers/customers for many years and had always felt that any questions or concerns we had were answered in a friendly and competent way. 
  
  Some time in March of this year (2023), my husband, who had installed a new 5G enabled SIM card (if I understand correctly) in his phone a short time prior, lost the ability to receive or make voice calls to or from anyone, and to receive or send texts from non-iPhone phones. I (his wife) have an Android phone and therefore was no longer able to text him, in addition to not being able to call him. This lasted for weeks. **** attempted to troubleshoot and sent him one and then another SIM card to try in his phone. Neither solved the problem.
  
  We investigated whether or not his iPhone was the culprit. He spent time on the phone with Apple who remotely analyzed his phone and found nothing that indicated a phone-related issue. 
  
  I am also on our Ting account but, out of procrastination and worry about files on my phone, I had *not* yet updated to the new SIM card Ting had sent us several months prior. As I mentioned before, I believe that that SIM card was meant to work better with 5G. I had some reception issues with my phone on and off, which one Ting agent thought might be an issue with my older SIM card, but those subsided and I was able to continue using my phone during the period that ******'s stopped working properly.
  
  We both called and spoke (and online chatted) with Ting agents multiple times during this period of weeks that ******'s phone was not operating properly. He uses his cell phone for work and has days where he is an events point person managing many volunteers for the non-profit where he works. Being unreachable by phone impacted his ability to conduct his work as needed. Therefore, as the weeks passed his inability to have full use of his phone became increasingly stressful and challenging.
  
  The agents we spoke to tried their best and we appreciate that they were not individually responsible for the issues and were sometimes working with limited resources. Most of them were very patient and cordial. 
  
  Little by little, though, we were informed that a cyber security breach of some kind was impeding agents we spoke to from being able to contact their own help desk and therefore there seemed no way to help ****** regain his full phone function once we had tried and failed to fix it with a new SIM card. 
  
  After more than a month, we made the decision we had been trying to avoid, which was to change phone carriers. As soon as he changed carriers, his phone began fully working again. Same phone, new SIM card, different carrier. So it seems to us that the issue must have been with Ting. 
  
  We understand that it *** not have been clear to Ting what the problem was or how to quickly resolve it and that this is sometimes the case with technology. That said, if we are paying for the use of a service that is no longer available - like sending and receiving voice calls - we don't think we should have to pay for a service we are not receiving. 
  
  As mentioned multiple times, our confusion is over the higher-than-normal charges during a period where only one of us (me with my older SIM card and Android phone) was able to make and receive voice calls and send/receive texts normally. Because ****** has an iPhone he was able to message other iPhone users via iMessenger, but when he is not in the field he is often working from home or an office with WiFi, so we don't understand how relying on that feature for his more limited phone contact would have made our phone bill higher than normal.
  
  The last time I spoke to a Ting employee about our bill was some time in May, I believe, to ask about this bill of $100+ that we keep seeing. After sharing the story again with her she said she could discount the bill as a courtesy and I believe discounted it 50%. She also indicated we had made our final payment to Ting and, since we now are with another phone carrier, our account should be closed and we shouldn't be receiving any further charges.
  
  ****** says he is once again receiving an email that we owe $101. Are we confused? Has this been paid already? In the past we had credit card auto-payments set up. Even if it is already paid, we still don't see a clear explanation of how and why, with hampered use of one of the phones on our account we would have been billed so much. 
  
  In our mind the bill should have been waived for that period due to the inconvenience and inability to resolve the issue. If not, at least the bill should reflect that only one phone on the account was fully functioning and therefore it should be closer to half of what we usually pay, instead of closer to double.
  
  Thank you for your assistance in trying to clarify this matter. We appreciated the many years of service we received from Ting, but again, are very disappointed in what feels like a lack of transparency around some technical difficulties they encountered this year that *** have impacted our service, and the confusing charges related to that.
  
  Sincerely,
  
  Dharma ********
  ********, ******
  

  Business Response

  Date: 07/13/2023

  July 10, 2023
  
  
  
  ********************************
  *********************************************
  ********, ** 97227
  
  Re:          BBB Complaint #********
                  ********** - *************
  
  Dear Mr. *************** July 10, 2023, we received your rebuttal, dated July 10, 2023, filed with the Better Business Bureau.
  
  You continue to dispute your Ting Mobile billing.
  
  Please note, our records reflect your account has a zero balance and that the bills included with your latest rebuttal are from May 2023 and not current.
  
  While we regret that you do not agree with our response, it was based upon an investigation of our records. At this point, we respectfully consider the issue closed.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile, L.L.C.
  
  **************************************************************** / ******* Better Business Bureau
                  **********************************, #***
                  ******, ** 80210
  
  *********************
  

• Initial Complaint

  Date:04/13/2023

  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.

  Approximately February 28 2023...I attempted to pay my bill with **** ..I couldn't because of internal service issues...I tried to reach out only to get voice-mail.. once the debt was attto be collected..I was broke..my service was suspended...however I recently found out that they're trying to charge me for service for March *********** had no service!!!!...I want my account deactivated and I want no more contact from TING.I will pay what I owe from the first bill...I will not be bullied into paying for uncensored services!!!

  Business Response

  Date: 04/20/2023

  April 14, 2023
  
  
  
  Ms. ***************************** ****
  **************************************
  *******, ** 67214
   
  Re:BBB Complaint #********
  **********- *************
  
  Dear Ms. ******************************** April 14, 2023, we received your complaint, dated April 13, 2023, filed with the Better Business Bureau.
  
  You disputed your Ting Mobile balance. You said you attempted to pay your bill, but you could not reach us.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  
  Our teams are working hard to restore systems as soon as possible and we are making steady progress.
  
  Our records show that your account is currently suspended. Please note that Ting Mobile, as a post-paid provider, charges for service rendered. Our records show that service was used for your line, so your balance is for that service rendered.
  
  While we sincerely regret any inconvenience, as our system shows that service was rendered, we are unable to waive your balance.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

• Initial Complaint

  Date:04/08/2023

  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.

  Began trying service in February. Phone was stolen by evicted tenant and I began trying to contact **** to cancel and block later that month. Despite the promises of always being able to talk to a real person the customer service number reached a recording that there was a systemic issue and disconnects the call. Original attempts at chat were ended without resolution due to no activity while still chatting. Original email for offline chat help received a confirmation with no follow up. Many attempts later the original unanswered case was cancelled and 'combined' with a new case number. After a month I was finally able to cancel service. Only to receive a bill for usage during this time. Scrolling back through the multiple help desk threads I now realize that each answer is not related to others and that any previous discussion or replies are not reviewed or connected in any way. After all of this the sim card was reactivated on my account without authorization today.

  Business Response

  Date: 04/14/2023

  April 12, 2023
   
  
  
  *************************
  29 ******************.
  **********, ** 24440
   
  Re:BBB Complaint #********
  6311464210 - *************
  
  Dear ****************:
  
  On April 11, 2023, we received your complaint, dated April 9, 2023, filed with the Better Business Bureau.
  
  You said that your phone was stolen and you could not reach any Ting Mobile agents in order to cancel service.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. Our teams are working hard to restore systems as soon as possible and we are making steady progress.
  
  Our records show that your account went dormant on April 1, 2023, and was canceled April 8, 2023.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 04/19/2023

   
  Complaint: 19913893
  
  I am rejecting this response because **** sent an email stating that this issue had been resolved and my account had been credited and that nothing was owed on April 8, 2023. Tonight 4/19/23 I began to receive notices trying to collect again. 
  Sincerely,
  
  ********************;

  Business Response

  Date: 04/28/2023

  April 27, 2023
   
  
  
  *************************
  29 ******************.
  **********, ** 24440
   
  Re:BBB Complaint #********
  6311464210 - *************
  
  Dear ****************:
  
  On April 26, 2023, we received your rebuttal, dated April 24, 2023, filed with the Better Business Bureau.
  
  You disputed the $11.84 balance associated with your account.
  
  Please note that you received $80.00 in adjustments, but used $91.81 in services; hence, the final balance to which you refer. As an exception, I waived it.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 05/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:03/24/2023

  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.

  I received my latest credit card statement and found that Ting Mobile had again overcharged me for their service. When I called the company support line there is a recording that says to call back when they are open for business, but I am calling within the business hours given in the recording. When I call the only other number I have for the business, a sales number, the call goes to a wait queue for about 10 minutes before telling me to call back later and disconnecting the call. The company website no longer allows users to login to their account or seek support help. There is no way to port my number to another carrier as I can't contact the company or have the billing corrected.Text messages on this service are never being sent, especially when sent to more than one person, and incoming calls often go directly to voicemail without the phone ringing.For the time being, I have disputed the charges on my credit card, but I want to have this number ported to a reputable company and get away from this horrible service.

  Business Response

  Date: 03/29/2023

  March 28, 2023
  
  
  
  Mr. ***********************
  1900 *********.
  *************, ** 30044
  
  Re:          BBB Complaint #********
                  ********** ************
  
  Dear ****************:
  
  On March 24, 2023, we received your complaint, dated March 24, 2023, filed with the Better Business Bureau.
  
  You said your bill is incorrect and you have been unable to reach Ting Mobile.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  
  Our teams are working hard to restore systems as soon as possible and we are making steady progress.
  
  Via email, you disputed the charges applied to your account for data use.
  
  While we sincerely regret that you do not agree, as our records show that data is being used through the device associated with your account, we are unable to provide adjustments for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  ********************************, #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 04/04/2023

   
  Complaint: 19849490
  
  I am rejecting this response because:

  - Incoming calls are still being routed to voice mail instead of the mobile phone.

  - Text messages are still not being sent to individual or group recipients.

  - The overbilling from the last month's bill has not been resolved.

  Ting mobile has sent several emails and is now requiring me to login to my account using security credentials that were never set by me and which I have no way to reset to a known value.  When I've responded to their emails asking them to resolve their technical issues, they have responded by requesting information which has already been confirmed with their personnel multiple times and which has nothing to do with fixing their technical issues.  It is clear Ting mobile is not addressing the issue and is stalling in the hope that they can continue to overbill for services they are not providing.
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 04/12/2023

  April 12, 2023
   
  
  
  Mr. ***********************
  1900 *********.
  *************, ** 30044
   
  Re:BBB Complaint #********
  ********** - *************
  
  Dear ****************:
  
  On April 11, 2023, we received your rebuttal, dated April 11, 2023, filed with the Better Business Bureau.
  
  You maintain that you are being overcharged for data use, and you indicated that you are still experiencing technical issues.
  
  Please refer to my previous response wherein I informed you that, as our records show data is being used on your account, we are unable to provide additional adjustments for that issue.
  
  Please note that Ting Mobile offers troubleshooting steps online.  Please visit **********************, and search APN settings for steps to reset you APN settings as that *** resolve your MMS issue, and search phone calls for your issue regarding calls going to voicemail.  Resetting your APN settings and ensuring they are correct *** resolve both issues.  If those pages do not help, please contact ** for further steps.
  
  We sincerely regret any inconvenience this issue *** have caused.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  *************************************350 
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 04/17/2023

   
  Complaint: 19849490
  
  I am rejecting this response because:

  I have already provided Ting Mobile with all materials requested including screen shots of configuration screens confirming my data is off, and including the **** number and all other materials requested.

  To date, I am still not able to send text messages and incoming calls are still being sent to voicemail rather than to the mobile phone.  The only portion of the promised service that seems to be working at all is the ability to place outgoing calls.

  I have not had any communications from Ting Mobile since their last email on 04/13/2023 in which I was asked to confirm whether the mobile phone displays the correct phone number on one of the screens.  The instructions on how to navigate to the screen were correct and the screen name itself was also incorrect.  After some searching, I was able to find the correct information and provide a response confirming the phone is set up with the correct phone number.  Oddly enough the screen displaying the phone number is the same screen which had already been sent showing the **** number for the phone.  In other words, this was information that was already in Ting Mobile's posesion.

  Ting Mobile has made no significant progress on correcting the issues with their service.  All Ting Mobile's representatives have done is minor validations of information and repeated requests for information already provided or several times verbally or in emails.  Ting Mobile continues to assert that their data systems were used, when they were requested to have disabled this capability, and the mobile phone itself had the data usage disabled.  Ting Mobile continues to fail at providing the promised services for outgoing SMS messaging, and for incoming calls.  Ting Mobile has made no progress in correcting any of these defects in service and billing.

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

  Business Response

  Date: 04/24/2023

  April 24, 2023
  
  
  
  Mr. ***********************
  1900 *********.
  *************, ** 30044
  
  Re:BBB Complaint #********
  ********** - *************
  
  Dear ****************:
  
  On April 20, 2023, we received your rebuttal, dated April 20, 2023, filed with the Better Business Bureau.
  
  You indicated that you are still experiencing technical issues and you maintain that you are being charged for data you have not used.
  
  Our record indicate that you have been working with an agent regarding your MMS and call issues. Please continue to work with that agent to bring about a resolution.
  
  Regarding your request for billing adjustments, as I informed you previously, our records indicate that data is consistently being used for your account. Additionally, you have received several courtesy adjustments in the past. As such, we are unable to apply additional adjustments for this issue.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

  Customer Answer

  Date: 04/28/2023

   
  Complaint: 19849490
  
  I am rejecting this response because: 
  - Incoming calls are still being routed only to voicemail instead of the mobile phone.
  - Text messages are still not being sent to individual or group recipients.
  - The overbilling from previous month's bill has not been resolved.

  Ting Mobile has failed to reach out to resolve these issues.  I have used my landline phone to call my mobile number and the call was immediately sent to voicemail again.  I have retried many times, and again this morning, to resend text messages.  After a few minutes, the messages are marked as "Not sent.  Tap to try again." and are never sent.

  Ting has made no effort to resolve any of these issues as far as I can tell; other than to claim they are working on the issues.  I have called Ting mobile multiple times and requested the call be forwarded to senior technical staff as I have already been through the scripted diagnostics of the Tier 1 technicians multiple times with no resolution.  Most of the time their diagnostics boil down to requesting the same information that has already been provide many time, then telling me to turn the phone off and back on before blaming the problems on work being done on the local tower (said work will have been going on for almost two years now, if there is in fact any work being done).  ****'s representatives have refused to forward my calls to senior technicians, refused to bring a supervisor on the line when requested, and disconnected my calls when I persisted in asking for the issue to be escalated.  I do not accept Ting Mobile's response and insist that the provide the services for which they have contracted and for which they have already been paid for several months prior to my filing this complaint.
  
  Sincerely,
  
  **************************

  Business Response

  Date: 05/04/2023

  May 4, 2023
  
  
  
  Mr. ***********************
  1900 *********.
  *************, ** 30044
  
  Re:BBB Complaint #********
  ********** - *************
  
  Dear ****************:
  
  On May 3, 2023, we received your rebuttal, dated May 3, 2023, filed with the Better Business Bureau.
  
  You maintain that your billing is incorrect and that you are experiencing ongoing technical issues.
  
  A review of your account shows that it was initiated in September 2022. Additionally, we have not received contact from you directly since April 13, 2023. In reviewing your chats and calls, I found that you have often declined troubleshooting steps
  
  Below are the troubleshooting steps you may wish to take to resolve your issue. If, by following all these steps, your issue is not resolved, please contact our Technical Support Team at ************** or by chat at ************************.
  
  1.Restart your phone
  2.Check for software updates and download all available updates
  3.Reset Network Settings (the steps below support most phone models)
  Motorola: Settings > System > Advanced > Reset Options > Reset Wi-Fi, mobile & Bluetooth
  4.Confirm Wi-Fi Calling is enabled (the steps below support most phone models)
  Android: Settings > Wireless and Network Settings > More or More Options > Wi-Fi Calling (make sure it is enabled)
  iPhone: Settings > Phone > Wi-Fi Calling (make sure it is enabled)
  
  Android APN Set Up
  
  1.Go to Settings.
  2.Tap More networks (under the Connections tab, or More, Wireless & networks, Wireless Controls, Wireless Manager, Phone Information).
  3.Select Mobile or Cellular networks.
  4.Choose Access Point Names.
  5.Select the APNs labeled Ting and check that the settings match what is in the table. If there are no Ting APNs, select Add or + to add any new or missing APNs with the following information:
  
  Mobile Data settings for an X3 SIM card
  a.Name *********
  b.APN wireless.dish.com
  c.MMSC ***************************************
  d.APN type *default, admin, fota, mms, supl, hipri, internet, dun
  e.MCC 310
  f.MNC 240
  g.APN protocol IPv4 / IPv6
  h.APN roaming  protocol IPv4 / IPv6
  Please note the ********* APN above.
  
  As I explained in previous responses, our records show that data has been used on your account. Previously, we applied courtesy credits when you said you were not using data; however, as data continues to be used on the account, we are unable to continue providing adjustments.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19849490
  
  I am rejecting this response because:

  All of the diagnostics and suggested resolutions have already been tried multiple times.  The reset of the phone deleted important contacts, something their technician neglected to tell me about before instructing me to reset my phone to factory settings.  I've restarted the phone more times than I can count and have done all of the other items suggested at least twice.  None of these actions, nor any of the other alleged debugging actions have solved the issue of incoming call always being directed by the network straight to voicemail without ringing the mobile phone, nor have they solved the problem of text messages never being sent.

  Ting Mobile has made no efforts to resolve their own network issues with regards to my service and have charged for data services (which are disabled on my phone) even after I had twice asked to have this service disabled from their end as well.  **** has refused to escalate my calls to Managers when requested during the many times I have called prior to opening this complaint with the BBB, and provided no further information on this issue until I opened this complaint with the BBB.  At one point after I had opened my BBB complaint, I spent a week trying to contact Ting Mobile **************** only to have my calls answered by automated messages saying the company was not open and to call back during regular business hours.  I spent hours calling from before 9:00 A.M. ET until well past 5:00 P.M. for almost a week with no one answering the customer service lines.  Far from not contacting Ting Mobile I have tried to contact them multiple times over a period of months after I discovered Ting was not routing calls to my mobile phone and if I was able to get a technician on the line was always told to repeat the same scripted resolutions that did not work.  No one from Ting Mobile took any ownership for their technical issues, nor would they escalate the call to a manager when requested, nor would the customer service representatives escalate the call to Tier III technicians for advanced diagnostics or determining a root cause and possible resolution.  Since then, there has been no further contact from Ting Mobile except through their responses here at the BBB.

  Ting Mobile continues to bill me for services not provided and I have again disputed the latest billing with my credit card company based on Ting Mobile's failure to provide the contracted service.  I will continue to dispute the charges until Ting Mobile resolves these network issues.  From my experience Ting Mobile is either unable or unwilling to provide the contracted services to which they agreed and is far more interested in shifting blame for their failures than in finding the root cause of the issue and resolving them.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/24/2023

  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.

  On March 6, I began the process to obtain service and a new phone number with Ting Mobile to use with a phone I already owned. Referencing the **** number of my phone, they indicated the phone would work with their service. On March 9 I received the *** card and tried activating the phone. I spent several hours working through the possible issues and finally came to the conclusion that the phone would not work with their service. I decided to go with a different service and cancel this account. When I went to my online Ting account, it said I had to call ************** in order to cancel. When I called I got a recording stating their customer service was not available. I have tried several times to call and continue getting the recording. I finally found a form on their website and submitted a request there to cancel the account, but have gotten no response to that, other than the initial auto-response. They have my credit card on file from the initial *** purchase and I do not want them to bill me for service that I am not using and have never been able to use. Please get them to close my account or to give me confirmation that it is closed.

  Business Response

  Date: 03/29/2023

  March 29, 2023
  
  
  
  *****************************
  *********************************************************
  *******, ** 14228
  
  Re:          BBB Complaint #********
                  ************
  
  Dear ******************:
  
  On March 27, 2023, we received your complaint, dated March 24, 2023, filed with the Better Business Bureau.
  
  You said that you attempted to cancel your account after you were unable to activate your phone; however, you were unable to reach customer service.
  
  Our records confirm that your account is already canceled.We apologize for any inconvenience you experienced.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *****************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************
  
  
  

  Customer Answer

  Date: 03/29/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:03/16/2023

  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.

  Hello, I recently got a new iPhone, and for the past few weeks, I've been attempting to get in touch with TING customer support to get a new SIM card. The customer care assistance line initially plays a recorded message stating that there are problems with their phone systems. Now, it states that their offices are closed. Online Chat is offline as well. I'm at a loss for what to do next. I appreciate any assistance. Thank you.

  Business Response

  Date: 03/21/2023

  March 21, 2023
  
  
  
  ***********************
  13 *****************************************.
  ********, ** 10548
  
  Re:BBB Complaint #********
  
  Dear ****************:
  
  On March 17, 2023, we received your complaint, dated March 16, 2023, filed with the Better Business Bureau.
  
  You said you were unable to reach Ting Mobile to order a SIM card.
  
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  
  I ordered a SIM card to be sent to you. Once you receive it, please follow the steps found at ********************************************************************************************.
  
  If you run into any issues, please visit ************************.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  ********************************************************************
  
  *********************
  
  

  Customer Answer

  Date: 03/21/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************
  

• Initial Complaint

  Date:03/11/2023

  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.

  Over the past week I have attempted to contact Ting Mobile's customer service several times to no avail. The security measures on their website require you to contact them by phone if you can't login. Every time I tried their phone sent me to a message citing an internal error on their end. I tried their customer service email and chat feature and no one ever contacted me. My phone is on the ***** and I needed to activate a new one. In my desperation for uninterrupted phone service I started a new account. That was a big mistake on my part. Within a few days my new phone broke, that was my fault. But I needed another new phone and due to ****'s security measures I now have 2 accounts I can't access. I've loved **** in the past. Unfortunately due to their lack of customer care I now wish to completely deactivate both accounts, which again, they are making impossible to do. So it seems to me, **** doesn't mind taking my money yet they refuse to give me customer service. And now I have to reach out to my bank and make arrangements to make sure **** no longer gets money for services I'm trying to cancel, that they are denying me to cancel.

  Business Response

  Date: 03/14/2023

  March 13, 2023
  
  
  ***************************************
  ******************************
  ********, ** 23662
  Re:BBB Complaint #********
  Dear **********************:
  On March 12, 2023, we received your complaint, dated March 11, 2023, filed with the Better Business Bureau.
  You said that you have been unable to reach Ting Mobile regarding your accounts.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and are making steady progress. We will be able to help you out once our systems are back up.
  Thank you for your patience as we work to resolve this.
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  ********** / ******* Better Business Bureau
  ********************************************************************
  *********************
  
  

• Initial Complaint

  Date:03/11/2023

  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.

  Cannot cancel service. Ting has made it impossible for a customer to cancel service. The online help tells you to call ***************** The phone answers, gives a message, and hangs up. More help tells you to use online chat. I tried once. I was *********. In 30 minutes I got down to caller 21. So I filed a ticket and asked to cancel, giving my acct # and other info.I filed 2 help tickets on March 8 and 9. I have no confirmation that my account was cancelled. The Ting online customer blog contains similar stories.My desired resolution is email confirmation from Ting that my account has been cancelled and the amount of final charges they will charge to my credit card.

  Business Response

  Date: 03/14/2023

  March 13, 2023
  
  
  ***************************************
  8 ***********.
  *************, ** 32136
  Re:BBB Complaint #********
  Dear **********************:
  On March 12, 2023, we received your complaint, dated March 11, 2023, filed with the Better Business Bureau.
  You said you were unable to cancel your Ting mobile service.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and are making steady progress. We will be able to help you out once our systems are back up.
  Thank you for your patience as we work to resolve this.
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  *********************
  
  

  Customer Answer

  Date: 03/23/2023

  Unfortunately I did not receive Tings response to my original complaint.  No, Were having communication problems. well get back to you later is not an adequate response. This is the same response that you see on their support blog. I have still not gotten any response to my cancel request, even though I ported my number to another carrier and receive no services from Ting.

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  
  
  ***********************************
  8 ***********.
  *************, ** 32136
  
  Re:BBB Complaint #********
  9934383210 - ************
  
  Dear **********************:
  
  On March 28, 2023, we received your rebuttal, dated March 28, 2023, filed with the Better Business Bureau.
  
  You requested to cancel your Ting Mobile account.
  
  A review of our records indicates that your service was disconnected on March 8, 2023. Please note that porting your number out cancels the associated line, as we are unable to provide service without a phone number.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  ****************************************
  ******, ** 80210
  
  *********************
  
  

  Customer Answer

  Date: 04/04/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received and paid what should be the final bill covering feb 28 - march 29.
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:03/08/2023

  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.

  It has not been possible to cancel my phone plan with Ting Mobile, despite trying for more than a week now. There is no way to cancel online, which is anti-consumer, and (since I tried with a ********** billing address) *** also be against section ***** of the ********** Business and Professions Code. The website gives a phone number to call to cancel one's plan, but both that number and Ting customer service number has been down for the last two weeks. The phone number for new sign *** has *not* been similarly affected. The online chat function on the Ting website has similarly been down despite saying "online". I have submitted a request through the online help portal and received no reply. Please cancel my Ting plan immediately and refund my last bill as I have only been using this phone to (try to) call Ting. Thank you. (There have been other issues, such as the fact I have not been able to receive phone calls for the last 6 months on my Ting phone, but I will be satisfied with the cancellation and refund.)

  Business Response

  Date: 03/15/2023

  March 15, 2023
  
  
  *******************************
  123 Example St.
  **********, ** 02144
  Re:BBB Complaint #********
  Dear **********************:
  On March 9, 2023, we received your complaint, dated March 8, 2023, filed with the Better Business Bureau.
  You said you wished to cancel your Ting Mobile account but have been unable to reach us. You requested to cancel your account and be refunded.
  On February 23, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites.
  Our teams are working hard to restore systems as soon as possible and are making steady progress, but Ting Mobile customers may be unable to reach customer service.
  Please note that you may cancel your account online by following the steps below:
  Access your online account.
  Navigate to Account Settings.
  Scroll down to Cancel the account.
  Click No thanks. Cancel my account and follow the prompts.
  Please note that your phone number will expire 48 hours after cancellation, so please make sure you port it to another carrier if you wish to retain it.
  Ting Mobile is a post-paid service, so you are only charged for service you used or had access to. As such, we are unable to provide a refund.
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  cc: ****** / ******* Better Business Bureau
  ********************************************************************
  *********************
  
  

  Customer Answer

  Date: 03/15/2023

  Complaint: 19555985
  
  I am rejecting this response because:
  
  Despite the instructions given, there is no apparent way to cancel one's account online.
  
  After signing in and going to ****************************************************, I am at a page labeled 'Account Settings'.
  
  The word 'cancel' appears one time on this page, on a link labeled "Port out or cancel Mobile service". Clicking this link gives a pop up which I have attached an image of. It says  "Looking to cancel? Well quickly help you out and send you on your way. To cancel your account, please call: **************", which, as I described before, is inaccessible.
  
  Like the last time I had a customer service complaint, all I got was offered help with navigating Ting's broken user interfaces, rather than someone actually solving the problem at hand. I don't want help finding the cancel button -- just terminate my account without any further input or interaction from me.

  Additionally, you write "Ting Mobile is a post-paid service, so you are only charged for service you used or had access to. As such, we are unable to provide a refund." You know my credit card details, you are quite able to provide me a refund if you choose to do so. I am unable to receive incoming calls on my Ting phone, and the only outgoing calls have been going to your broken customer service number. Why should I be made to pay for a service that does not work, and that then refuses to let me cancel my service?
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 03/24/2023

  March 24, 2023
  
  
  
  *******************************
  123 Example St.
  **********, ** 02144
   
  Re:BBB Complaint #********
  
  Dear **********************:
  
  On March 22, 2023, we received your rebuttal, dated March 21, 2023, filed with the Better Business Bureau.
  
  You requested to cancel your Ting Mobile account
  
  A review of our records shows that you contacted us on March 21, 2023, and canceled your account.
  
  We sincerely regret any inconvenience this issue may have caused.
  
  Sincerely,
  
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *********************

  Customer Answer

  Date: 03/30/2023

   
  Better Business Bureau:
  
  After one month of trying to contact Ting Mobile through a variety of means, the third representative to respond to me was able to close my account, the first two having taken no action. To my knowledge I have not received any refund. Is the extra $12 or so you managed to extract from me by putting up obstacles to my closing the account worth the effort and negative reviews?

  I want to thank the BBB for providing a line of communication that Ting feels compelled to listen to.
  
  Sincerely,
  
  ***************************