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:03/07/2023

  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 Ting customer, but currently without a functioning Mobile Service. For over a week, texts have not been reliable nor have I been able to retrieve voicemails. Due to the unreliable service and failure of Ting Mobile to find a way to address customer problems, I have signed up with ******* but until I can reach a human to provide me with my account number and porting PIN I am stuck with a temporary phone number that will not work for all the places I use two-factor authentication, including my Ting account. I need my phone number back! I have sent emails with no response other than an automated one (reference#******* on March 1, 2023 and ****** on March 4th.

  Business Response

  Date: 03/14/2023

  March 13, 2023
  
  
  ***********************
  15904 ***********
  *******, ** 98011
  Re:BBB Complaint #********
  Dear ************:
  On March 8, 2023, we received your complaint, dated March 7, 2023, filed with the Better Business Bureau.
  You said your service has been down and youve been unable to reach Ting Mobile.
  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. We have many troubleshooting articles available online at ******************************. If you cannot find help for your issue(s) there, 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: 03/14/2023

   
  Complaint: 19549181
  
  I am rejecting this response because:  It is difficult to imagine a scenario that would keep customer service unavailable for 2.5 weeks.  I have accepted the fact, given the failure of the company to inform customers of what is truly going on aside from the vague cybersecurity label, that my personal data may be compromised and I have now moved on to a new cell phone number (with ******** and cancelled the credit card you have on file while I wait for a replacement.  I didn't realize until now how silly the two-factor authentication with my cell phone is to get into my account, since once texts no longer were working and customer service was not available, not only was my phone useless but I could not access my account # and PIN to port my number to my new provider.  The work to change all my accounts linked to my old cell phone number and credit card is substantial, and I am certain I am not alone.  
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:03/07/2023

  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.

  2-28-23 At 3am in the morning while I was sleeping, "TING" , a company I never heard of charged my cash app $18.12. I contacted cash app while it was still pending and they said they can't do anything till it's posted .. When it posted,I contacted again and cash app said I'll have to contact the merchant which is impossible because I don't know them, don't have an acct with them and it's a fraudulent charge.. However, I did try and contact "TING" and every number I call puts me in a holding cue for 20 minutes then hangs up on me.... I'm filing with BBB complaints against both companies TING for frauding and Cash App for being complicate

  Business Response

  Date: 03/14/2023

  March 13, 2023
  
  
  *******************************
  ***********************************
  ********, ** 18509
  Re:BBB Complaint #********
  Dear **********************:
  On March 8, 2023, we received your complaint, dated March 7, 2023, filed with the Better Business Bureau.
  You said a charge was applied to your Cash App without your authorization. You requested it 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 and 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:03/03/2023

  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.

  Ting Mobile I am unable to resolve my account with Ting Mobile. I sent an email, opened a chat, called the customer services numbers, Instagram messaged, ******* messaged and left messages on majority of their social platforms. I was finally able to have my account charged for January 2023 bill and then February 2023 bill (charged both on 2/17/23) but my services has been off. I am being charged for services I am not receiving. My account is active. My SIM is telling me "SIM 1 not provisioned". This lack of response from TING is going on too long. I need my TING Mobile account restored.

  Business Response

  Date: 03/07/2023

  March 7, 2023
  
  
  
  Ms. ***********************************
  55 ****************., Apt. 3D
  ************, ** 10552
   
  Re:BBB Complaint #********
  
  Dear **********************:
  
  On March 4, 2023, we received your complaint, dated March 3, 2023, filed with the Better Business Bureau.
  
  You indicated that you are experiencing issues with your account and have been unable to 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.
  
  We apologize for the inconvenience. Our teams are working hard to restore systems as soon as possible and are making steady progress and we will be able to help you out once our systems are back up.
  
  Thank you for your patience.
  
  Sincerely,
  
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  
  ********** / ******* Better Business Bureau
  3801 **************., #*** 
  ******, ** 80210
  
  *********************
  
  

• Initial Complaint

  Date:02/28/2023

  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.

  My SIM card stopped working, so I installed an updated one. I am not able to activate it because the customer service help telephone line has been not working since last week (there is just a recorded message that they are experiencing issues with their **************** systems). Chat is also offline. I emailed a request to ************* (reference #*******) with no response. At this point, I have not been able to use my phone since last week (02/22). I would like to stay with Ting because I believe in their business model, but I need to be able to communicate with **************** for support to activate my new SIM card.If this cannot be resolved and my phone set up to work by 03/03, I would like my phone number released so that I can port it to a different service provider.

  Business Response

  Date: 03/02/2023

  March 1, 2023
  
  
  *****************************
  72 **********.
  ***********, ** 21157
  
  Re:BBB Complaint #********
  Dear ****************:
  On March 1, 2023, we received your correspondence, dated February 28, 2023, filed with the Better Business Bureau.
  You said that you replaced your SIM card, but you have been unable to activate it and you cannot contact customer service because of system issues. If the issue cannot be resolved by March 3, 2023, you will switch to a different carrier.
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation. 
  Once the system is accessible, we will be able to assist you with activating your new SIM card; however, we cannot guarantee this can be done on or before March 3, 2023.
  We apologize for the inconvenience and can assure you that we will continue to work toward resolving the matter as quickly as possible.
  Sincerely,
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  cc: ****** / ******* Better Business Bureau
  3801 **************., #*** 
  ******, ** 80210
  *****************************
  

• Initial Complaint

  Date:02/27/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have had no cell service for going on 4 days. The company has locked all of their customer support helplines with an automated message saying they are having issues but service shouldnt be interrupted. There is no way for me to even cancel my service with them because they send a verification code to my phone that I cant receive.

  Business Response

  Date: 03/02/2023

  March 1, 2023
  
  
  
  *********************************
  578 ************
  ******, ** 55005
   
  Re:BBB Complaint #********
  
  Dear ******************:
  
  On February 28, 2023, we received your complaint, dated February 27 2023, filed with the Better Business Bureau.
  
  You said that you have been without service for four days, and you have been unable to contact Boost Mobile customer support for assistance and you cannot cancel your service.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation. However, this incident did not cause the loss of your service; therefore, once the system is restored, we will need to troubleshoot your issue(s) and/or cancel your service, if you prefer.
  
  We apologize for the inconvenience and can assure you that we will continue to work toward resolving the matter as quickly as possible
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Boost Mobile
  
  ********** / ******* Better Business Bureau
  3801 **************., #*** 
  ******, ** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 03/03/2023

   
  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:02/26/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to cancel a ting account. You cannot cancel on the website, Ting is not accepting any phone calls to customer service, all phone numbers are down. Ting online customer service chat is completely offline. There is no way to cancel the service and they continue to proccess autopay.

  Business Response

  Date: 03/02/2023

  March 1, 2023
  
  
  
  Mr. *************************
  212 *******
  *********, ** 35150 
   
  Re:BBB Complaint #********
  
  Dear ****************:
  
  On March 1, 2023, we received your complaint, dated February 26, 2023, filed with the Better Business Bureau.
  
  You stated you have been trying to cancel your Ting account and our website is down as are all phone numbers, online customer service and chat.
  
  On February 23, 2023, we experienced a cybersecurity incident that has affected some of our internal communications, customer call centers, and internet sites. We immediately activated our incident response and business continuity plans to contain, assess and remediate the situation. We retained the services of cybersecurity experts and outside advisors to assist in the evaluation of the situation, and we notified appropriate law enforcement authorities.
  
  Due to this incident, many of our customers are having trouble reaching our service desks, accessing their accounts, and making payments. Were making progress on the customer service front every day, including ramping up our call capacity, but it will take a little time before things are fully restored.
  
  We are sorry for the inconvenience and we will be able to help you out as soon as our systems are back up. 
  
  Thank you for your patience.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  
  cc: ****** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19500958
  
  I am rejecting this response because: there is no resolution, only an excuse to why it is going on and a further delay, this response didn't offer any resolution to the complaint
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/10/2023

  March 10, 2023
  
  
  Mr. *************************
  212 *******************
  *********, ** 35150
  Re:BBB Complaint #********
  Dear ****************:
  On March 8, 2023, we received your rebuttal, dated March 7, 2023, filed with the Better Business Bureau.
  You rejected our response stating there was no resolution provided, only an excuse to why it is going on.
  My response was an explanation of what was going on and I cannot provide a period on when we will be able to resolve your concerns; however, I will put you on a follow-up call list to contact once we have our systems restored and I will work on your cancellation and refund.
  My contact information is below and please let me know if you have any questions.
  Sincerely,
  
  
  ***************************
  Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  Hours: Mon-Fri 8:00 am to 4:30 pm MT
  **************
  ********** / ******* Better Business Bureau
  ****************************************
  ******, ** 80210
  *****************************
  
  

  Customer Answer

  Date: 03/16/2023

   
  Complaint: 19500958
  
  I am rejecting this response because: there is still no resolution, it has been 3 weeks since anyone has been able to contact customer service either via phone or web, and You cannot even provide a timeline of when that might occur. This is crazy to me, how can a company not manage to find a way to restore some form of customer service for 3 weeeks and have no end in sight? Is Ting accepting new customers, if so are they being informed that CS has been unavailable and will continue to be so?
  
  Sincerely,
  
  *************************

  Business Response

  Date: 03/27/2023

  March 27, 2023
   
  
  
  Mr. *************************
  ***********************
  *********, ** 35150
   
  Re:BBB Complaint #********
  ********** - ************
  
  Dear ****************:
  
  On March 23, 2023, we received your rebuttal, dated March 22, 2023, filed with the Better Business Bureau.
  
  You rejected my last response stating it has been three weeks since anyone has been able to contact customer service with no end in sight.
  
  On March 27, 2023, I accessed your account and confirmed it was disconnected on March 1, 2023. I also found an $8.19 payment collected on February 26, 2023, and a $8.19 payment collected on March 11, 2023. I requested a refund for both of these payments; please allow seven to ten days for processing.
  
  If there are further questions or concerns about this issue, please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***************************
  Corporate Case Manager
  Executive Escalations Team
  Ting Mobile
  Hours: Mon-Fri 8:00 am to 4:30 pm MT
  **************
  
  ********** / ******* Better Business Bureau
  *********************************************;
  ******, ** 80210
  
  *****************************
  
  

  Customer Answer

  Date: 04/03/2023

   
  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:02/08/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This company provide a not working service without any customer support and when I ask them to close account they require additional payment even they never provide service to me.

  Business Response

  Date: 02/13/2023

  February 10, 2023
  
  
  
  ***************************
  1328 *********.
  ******, ** 98402
  
  Re:          BBB Complaint #********
                  ********** - ************
  
  Dear: ************
  
  On February 9, 2023, we received your complaint, dated February 8, 2023, filed with the Better Business Bureau.
  
  You said you never received service and disputed your Ting Mobile balance.
  
  A review of our records indicate that we received no contact whatsoever regarding any technical issues you may have experienced.
  
  Even though we were provided no opportunity to resolve any issues you may have experienced, I waived your $27.25 balance.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 02/13/2023

   
  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:02/06/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ting ## When replying, please ensure your reply is above this line ##Dashae has logged a request for you.Your reference number is #*******.We wanted to follow-up to make sure you had some details around a recent interaction you had with ****. Here are the details:Dashae B (Ting Help Center)Dec 22, 2022, 15:49 EST Hello ****, Today you called in wanting to cancel the account and expired the line ending in ****. I have successfully done that for you. You will also receive your final bill once that is prorated and finalized. If you have any other questions or concerns please do not hesitate to reach back. Thank ****, **** care No action is required on your part, we just wanted you to have a copy of your conversation with us. If you like, you can also view this request online.Mobile **************** is available from 8am - 1am (ET) Mon-Fri, 8am - 11pm ********* Fiber Internet **************** is available 24 hours a day, 7 days a week.More from Ting: Ting *********************************** [R8VM8W-6QP6G]

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  
  
  *****************************
  33700 ***********.
  ****************, ** 48335
  
  Re:          BBB Complaint #********
                  ********** - ************
  
  Dear **************:
  
  On February 7, 2023, we received your complaint, dated February 6, 2023, filed with the Better Business Bureau.
  
  You said you were charged for service after you canceled your account.
  
  When we spoke, I explained that Ting Mobile is a post-pay service, and you subscribed to a flat-rate plan rather than a per-use plan. As such, you were charged for the service you received in December 2022.
  
  You indicated that you had misunderstood the plan and you said you would pay the outstanding balance.
  
  We sincerely regret any confusion this issue may have caused.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 02/11/2023

   
  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:10/30/2022

  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 called on this issue several times and keep being told it is the phone however, since the phone is able to get calls when I am already in a call and it was able to receive calls directly on 10-4-22 (thr day of or after a new update came through) I no longer believe it is the phone. Additionally upon further research many Ting customers have this issue so it is server not phone. Furthermore I spoke with ******* who stated that the provider recieves a copy of their update and customizes it which would make sense why it worked briefly then again no longer worked a day later. This was escalated to tech care as per their requirement for me to call th yet again and I have not received anything back on the matter in several business days. I have been dealing with this issue since my first month. The very first ( might have been second) associate I spoke corrected the issue but the moment my service settings and phone were restarted the issue was back and no one since has been able to correct it. All basic troubleshooting has been done many times and the tech care team (higher than the standard team) was supposed to be resolving this but I haven't heard anything back even after two follow up requests.Thank you for your assistance,*************************************

  Business Response

  Date: 11/07/2022

  November 7, 2022
  
  
  
  *******************************************
  6468 ***************.
  **********, ** 63051
  
  Re:          BBB Complaint #********
                  ********** - ************
  
  Dear **************************:
  
  On October 31, 2022, we received your complaint, dated October 30, 2022, filed with the Better Business Bureau.
  
  You stated that you are unable to receive calls on your device, even after troubleshooting. You requested that this problem be corrected.
  
  Please note that Ting Mobile is a Mobile Virtual Network Operator (MVNO), which is a service provider that does not own the wireless network infrastructure (network towers) over which it provides service to its customers. Your account is currently on T-Mobiles network.
  
  Below are the steps that ******* provides to troubleshoot your problem on your device, the ******* S10e:
  
  Restart your phone
  Power down the phone, take the *** card out of the phone for ************************************ the phone, then power up the device
  Check for software updates and download all available updates
  Reset Network Settings
  Settings > ****************** > Reset > Reset Network Settings
  Confirm Wi-Fi Calling is enabled (the steps below support most phone models)
  Settings > Wireless and Network Settings > More or More Options > Wi-Fi Calling (make sure it is enabled)
  
  As stated in our Terms and Conditions, coverage and quality of wireless services *** be affected by conditions beyond our control. Wireless services cannot be regularly transmitted through concrete structures, such as buildings, basements, walls, and various other structures. As a result,customers *** experience difficulty making or receiving calls while indoors.
  
  There are gaps in coverage within our estimated coverage areas that *** impact the quality of service. Please note that the nature of wireless signal precludes any carrier from providing seamless coverage, and Ting Mobile offers no warranty or guarantee of such.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  ***********************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Ting Mobile

  Phone Hours: M-F, 6:00 am - 2:30 pm MST

  **************
  
  cc:           ****** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 11/08/2022

   
  Complaint: 18334473
  
  I am rejecting this response because : after the latest ******* update I did have the incoming call feature (which I am paying for) but after Ting made their changes I no longer had the feature. A ******* rep stated they provide their updates to the mobile carriers at which point they cannot support the changes the carrier makes. Additionally if they are offering the service and stating that the phone you have is compatible with their services they should be providing said services. Furthermore,  if the first representative I spoke with was able to correct the problem then they CAN but are refusing to providing this service (that is not in accordance with their response that they can't help it if the towers they are using aren't supporting the service they promise). Also their coverage map indicates I am in full coverage area not partial.

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

• Initial Complaint

  Date:10/14/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a Ting mobile customer. I have an account that has over $350 credits in it. The credit is earned after I have do my afford to refer friends to sign up the ting and activate the Ting SIM card .On 10/13/2022 I ask the customer service that if I port out my number will my account closed or my credit will disappear, the customer service said that it wont. So I choose to port out my phone number. After I port out, I am trying to get a new line in my account, I found that my account is not work anymore.I try to contact the Ting support online to get the solution. But they said they cant do anything and didnt know when my account will restore or closed forever. I ask them whether I can sign up a new account and then they transfer the credit to my new account. They said that they cant.The only thing they said to me is: due to our security system there is nothing we can do about this account.I hope the BBB can help me to restore my account or ask Ting to transfer my credit into my new account, if they can transfer please let me know and I will sign up a new account immediately.Thank you so much.

  Business Response

  Date: 10/18/2022

  October 18, 2022
  
  
  
  ***********************
  23910 **********.
  *******, ** 98026
  
  Re:          BBB Complaint #********
                  ********** - ************
  
  Dear ********:
  
  On October 17, 2022, we received your complaint, dated October 14, 2022, filed with the Better Business Bureau.
  
  You stated that your account was disconnected with a credit balance. You requested it be reactivated with the credit balance or to have the credit transferred to a new account.  
  
  A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit https://ting.com/terms.
  
  For any additional concerns regarding this issue,please email ***********************************.
  
  We regret any inconvenience you may have experienced.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************
  Sr. Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
  **************
  
  ***************************************************************** /******* Better Business Bureau
                  **************************************
                  ******,** 80210
  
  *********************

  Customer Answer

  Date: 10/18/2022

   
  Complaint: 18224728
  
  I am rejecting this response because:

   I didnt know which terms I have not allowed? Dont reply the official reply, I want to know how to restore my account.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/27/2022

  October 26, 2022
  
  
  
  ***********************
  23910 **********.
  *******, ** 98026
  
  Re:          BBB Complaint #********
                  ********** - ************
  
  Dear ********:
  
  On October 26, 2022, we received your rebuttal, dated October 25, 2022, filed with the Better Business Bureau.
  
  You requested more information regarding your account and our terms of service. You also requested to restore your account.
  
  Please refer to my previous response, wherein I urged you to email *********************************** for more information regarding this issue.
  
  As your account was disconnected due to violations of our terms of service, we are unable to restore it.
  
  If there are further questions or concerns about this issue,please feel free to contact me at **************.
  
  Sincerely,
  
  
  
  *********************
  Senior Corporate Case Manager
  Executive Escalation Team
  Ting Mobile
  Phone Hours: Monday Friday, 6:00 am to 2:30 pm MT
  **************
  
  ***************************************************************** /******* Better Business Bureau
                  *******************************., #***
                  ******,** 80210
  
                  *********************

  Customer Answer

  Date: 11/02/2022

   
  Complaint: 18224728
  
  I am rejecting this response because:

  You always said that A review of your account activity shows that it was in violation of our terms and conditions. To review our Acceptable Use Policy, please visit https://ting.com/terms.
  I didnt know which terms I am in violation?Would you please show me?

   I need to get my credit back. And have my account restore.
  Sincerely,
  
  *******************