Mobile Phone Service
Ting MobileHeadquarters
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Complaints
Customer Complaints Summary
- 67 total complaints in the last 3 years.
- 15 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/15/2022
Type:Product IssuesStatus: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.
Complaint on ***** *** Reason: Billing Overcharges and Unsatisfactory Customer Support My Pin: **** On July 5, I was supposedly issued a $20 refund to my credit card. This did not occur as the refund never reached my bank. On Aug 9, ******* (ref #*******) supposedly issued a $20 credit to my next bill. However, my Aug 17 bank statement doesn't show the credit applied but another $20 overcharge. On the Ting web page it shows my account balance as $17.05 yet my bank statement shows $37.05 charged. On top of this, the last bill shows ********** Plan usage charge of $5. How can this be if I have Mobile Data disabled on my phone? On Aug 18, reference (ref #*******) **************** stated $45 credit to be issued to my bank. This was not performed. On Aug 24 ************** (ref #******* ) stated two refunds to my credit card would be issued: First for $30, second for $15. The $15 refund reached my bank but not the $30. After chatting with ****** it just so happened the Ting web page showed zero data usage. Hmm, coincident or scam. On Aug 25 **** (ref #*******) stated the $30 was being processed that it would take 3-6 days for it to reach my bank. **** then stated I had $50 credit in my account. When asked where to view this **** stated it would be in my next then next until it runs out. This has not occurred. Note: Ting account billing history lists the refunds yet only the $15 reached my bank. On Aug 31 (ref #*******) ***** C sent an email 13:31 EDT stating $30 refund would be applied to my credit card. On Sept 7 (ref #*******) ***** states $30 refund processed on *****. Replied no, $15 was. On Sep 8 (ref #*******) ***** states he forwarded ticket to someone else.More BS from Ting Customer Support as the refund is not displayed in my billing history or being processed or reached my bank. Two months! I don't want credit to my account, I want the $30 refunded to my credit card. This entire billing fiasco of being misled, misinformed and plain out lied too has left me disBusiness Response
Date: 09/22/2022
September 22, 2022
*******************************
3166 ****************., Apt. 247
******, ** 93722
Re: BBB Complaint #********
********** - ************
Dear ****************:
On September 16, 2022, we received your complaint, dated September 15, 2022, filed with the Better Business Bureau.
You indicated that you were having billing issues with Ting and were expecting a $45.00 refund because of the billing issue. You said you have only received $15.00. You requested Ting process the remaining $30.00.
Ting is currently reviewing the situation with your refund to determine when the refund will be issued. I will be in contact with you when more information becomes available.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Ting Mobile
Phone Hours: Monday Thursday, 10:30 am 7:00 pm MT &Sunday, 8:30 am 5:00 pm MT
**************
cc: ****** /******* Better Business Bureau
*******************************., #***
******,** 80210
*********************Customer Answer
Date: 09/22/2022
Complaint: 18030768
I am rejecting this response because: This is the same response Ting Customer Support says. I hear "it's being processed", "I see the process", blah blah blah but nothing reaches my bank.
Sincerely,
***************************Business Response
Date: 09/29/2022
September 29, 2022
*******************************
3166 ****************., Apt. 247
******, ** 93722
Re: BBB Complaint #********
********** - ************
Dear ****************:
On September 27, 2022, we received your rebuttal, dated September 27, 2022, filed with the Better Business Bureau.
You indicated that you rejected our response because you want a specific refund timeline.
A check refund will be mailed to you at the address given on your complaint and displayed above on this rebuttal. Please allow two to three weeks for delivery.
If there are further questions or concerns about this issue,please feel free to contact me at **************.
Sincerely,
*******************
Corporate Case Manager
Executive Escalation Team
Ting Mobile
Phone Hours: Monday-Thursday, 10:30 am to 7:00 pm &Sunday, 8:30 am to 5:00 pm MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 10/04/2022
Complaint: 18030768
I am rejecting this response because:Once the check is received (2-3 weeks), accepted by my bank I will accept and close this case. But not until then.
Sincerely,
***************************Initial Complaint
Date:08/27/2022
Type:Customer Service IssuesStatus: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 a 4 year old phone number ************ that I use for my bank accounts and on my apartment door callbox to open and let in visitors and mailman. I ported the number to Ting on Wed Aug 24th. The port was successful and I also received an email confirmation. I used my phone to attend hour long meetings yesterday Aug 25th. Today Aug 26th, I wake up to no service.When I contacted customer support via chat, the agent said my account was suspended due to security issue. His exact words were "Our security system has linked this account to others with unresolved issues. As such, we can't restore service to this account". He said he cannot give me any further information.I called up customer care. The first lady repeated the same message as above, and says she has no more information, and just hung up the phone rudely.I called in a second time and politely asked the 2nd agent if my number is still with Ting and if I can port it out. She replied in the affirmative that I should find my porting info online on my account, even though my line was suspended. I went online, and my number has vanished from my account. I only see an account number in the porting information section, but there is no porting PIN and I do not even see my number I called up a third time to escalate, and after a long time the agent again mentioned the same thing. He said he does not know what the error means and that he has no more information. I asked if my number is lost forever; he says he does not know. I asked for where I can find my porting information; he said he has no information on my account. I asked him if there's any operating procedure for them to guide customers; he said he has no information. I asked him if there's a security team to check with; he says he has no information.I need TING to restore service and provide port out information (including account number, porting pin) about my number, so that I can leave this providerBusiness Response
Date: 08/31/2022
August 30, 2022
***********************************
1771 ***********., Apt. 220
*******, ** 94520
Re: BBB Complaint #********
8940164210-2022-08-2369
Dear **********************:
On August 29, 2022, we received your complaint, dated August 27, 2022, filed with the Better Business Bureau.
You stated that your account was disconnected without your authorization. You requested your account be reactivated and you asked to be provided with your port-out information.
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://tingmobile.com/terms.
For any additional concerns regarding this issue,please email ***********************************.
Please note that your account number is ********** and your port-out PIN is ******.
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,
*********************
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: 09/01/2022
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 request that the customer support teams of ********************** are trained better to assist and provide customers with their porting information, even for suspended accounts, rather than just saying that they have no further information on a suspended line
Sincerely,
*******************************Initial Complaint
Date:08/22/2022
Type:Service or Repair IssuesStatus: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 called to increase my data and they say that the billing cycle starts today and I can't buy more data until next month.so they Bill my card automatically and I have to go to another company costing me double. This is a bogus excuse to not help .they are also holding my phone number for ****** making it impossible to switch to a new provider. Not good businessCustomer Answer
Date: 08/24/2022
Please cancel my complaint about ting mobile problem resolved.thanks in advance for your helpInitial Complaint
Date:07/28/2022
Type:Service or Repair IssuesStatus: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 has "provided" me with cell service for over two years. During that time, I have received constant spam calls, often as many as eight per day. I have also been unable to receive two-factor authentication codes via SMS messages. This INCLUDES two-factor authentication codes from Ting themselves, preventing me from accessing my account online and viewing my bill.Mobile service includes the ability to send and receive SMS texts. Missing texts that **** has failed to deliver has severely disrupted my life, caused me to miss employment opportunities and to lose touch with friends. Ting and ******* representatives have told me that this is a known problem with Ting customers who receive service through *******. If it is known, it could have been fixed months ago.Business Response
Date: 08/03/2022
August 2, 2022
*********************************
913 ************., Apt. B
***************, ** 22902
Re:BBB Complaint #********
3717634210 - 3776898
Dear ********************:
On July 28, 2022, we received your complaint, July 28, 2022, filed with the ******* Communications Commission.
You said that you experienced ongoing technical issues with your Ting Mobile service, you were told about a known issue with SMS texting and the ******* Network, and that you received spam calls. You requested a refund.
I attempted to reach you at ************** on August 1 and 2, 2022, and I left two voicemails. I also emailed you at ********************.
In my last message, I informed you a review of our records indicate that you contacted us twice regarding your service: once on July 25, 2022, and again on July 28, 2022. On July 25, 2022, an agent replied to your message and explained that having your Ting Mobile account log-in linked to your Amazon account negatively impacts two-factor authentication.
On July 28, 2022, the agent you chatted with advised you that the known issue to which you referred affects MMS, not SMS texting.
If you are having issues with your service, please contact us to walk you through troubleshooting steps, or visit https://help.ting.com/hc/en-us/articles/205421978-Troubleshooting-GSM-text-SMS-messaging.
While we sincerely regret any inconvenience this issue may have caused, as our records do not reflect any issues reported before July 2022, we are unable to provide a refund.
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
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************Customer Answer
Date: 08/03/2022
Complaint* 17636219
I am rejecting this response because the business' claim that I have not contacted them before is completely untrue. I am attaching the entire chat transcript of my initial attempt to resolve this issue over eight months ago*Chat Conversation
**************************
Dec 13, 2021, 17*04 EST
Chat started* 2021-12-13 09*38 PM UTC
(09*38*08 PM) ******************** I can't receive verification codes via text from any website or app. Is Ting blocking these? Why?
(09*38*38 PM) *** ************ joined the chat ***
(09*38*46 PM) ***** F* Hey there ****!
(09*38*52 PM) ***** F* I can take a look here for you
(09*38*55 PM) ***** F* I hope you are doing well
(09*39*10 PM) ******************** thanks for looking into it
(09*39*17 PM) ***** F* Not a Ting !
(09*39*19 PM) ***** F* I sent you a temporary pin to your email. Can you verify it with me, please?
(09*39*44 PM) ******************** 41161
(09*39*52 PM) ***** F* Awesome! Thank you
(09*40*07 PM) ***** F* I do see you have a ******* SIM, let me get you with our ******* team here(*
(09*40*22 PM) *** April joined the chat ***
(09*40*34 PM) ********** ****
(09*40*35 PM) *** ***** F left the chat ***
(09*40*44 PM) ******************** Hi April
(09*40*57 PM) ************ one moment and i will take a look for you
(09*47*54 PM) April * I am still checking to see if the codes are blocked for us, I am waiting to hear back
(09*48*03 PM) ******************** ok thank you
(09*51*10 PM) April * sorry for the wait, your messages should work, do you ger normal text messages without an issue?
(09*52*23 PM) ******************** They should work, yes. I receive texts from others with no problem. Today I tried and failed to receive login verification codes from both ******** and Telegram several times each. I've had this same problem in the past with ******** and Discord, and probably other services too.
(09*53*05 PM) ******************** I'm happy to switch service providers if that is what is needed to ensure I receive the texts that I need.
(09*53*46 PM) April * were you always on *******?
(09*53*54 PM) April * do you have good t-mobile coverage?
(09*54*55 PM) ******************** I've always paid my cell phone bill through Ting, I don't know if they have always used the ******* network for my service or not.
(09*55*20 PM) ******************** I have excellent coverage, yes. I have no problem giving or receiving phone calls, or texts from humans. It is only texts from automated services that I cannot receive.
(09*56*44 PM) April * it looks like we have always had you on the ******* network, and you have never received the verification codes? or is this issue recent?
(09*57*43 PM) ******************** I have successfully received one (1) verification code since having service through Ting, out of the dozens or hundreds that have been sent to my number.
(09*59*16 PM) April * you might be better off switching to the t-mobile network, let me check your coverage one mometn
(09*59*21 PM) April * moment
(09*59*40 PM) April * is this your correct address? 304 *********
*************** , **
22903-5407
(10*00*14 PM) ******************** No, that is an old address. My current address is ******************************************************************* 22902
(10*00*41 PM) ******************** is there a reason the **Mobile network would be more likely to actually deliver the messages? Do other ******* customers frequently have this problem?
(10*01*14 PM) April * yes its an issue we have with some of our ******* customers but not one we have with t-mobile
(10*02*05 PM) ******************** ok. How can I make sure that my service is through **Mobile in the future?
(10*02*34 PM) April * we will have to send you a new sim card
(10*04*10 PM) ******************** ok. I'm going to look into different service providers. Thanks for your help.
(10*04*24 PM) April * you are very welcome
(10*04*28 PM) *** April left the chat ***END TRANSCRIPT
In addition, I was told during my most recent chat with Ting online "help" that I would receive a new SIM card that would resolve this issue.
In his reply to my complaint, **************** acknowledges "known issue" with MMS and SMS messaging. The "known issue" in question is that Ting purports to provide MMS and SMS messaging coverage, but does not. It is unacceptable for a business to sell services that it does not actually provide.
I missed **************** phone calls among the many many spam calls I receive each day. I don't answer numbers I don't recognize because of the sheer volume of illegal automated robocalls carried by *****
Sincerely,
*****************************Business Response
Date: 08/11/2022
August 11, 2022
*********************************
913 ************., Apt. B
***************, ** 22902
Re: BBB Complaint #********
********** - ************
Dear ********************:
On August 10, 2022, we received your rebuttal, dated August 10, 2022, filed with the Better Business Bureau.
You said I acknowledged the known issue with SMS and MMS messaging, but Ting Mobile is not providing the service you subscribe to. You also mentioned a high number of robocalls.
Please refer to my previous response, wherein I specifically advised you, and as you were advised on July 28, 2022, that there is a known issue with some MMS messaging on the ******* network. The agent you chatted with also tried to troubleshoot the issue with SMS messaging, but you refused to do so. I entered another order for a *** card to be sent to you as a courtesy.
Please note that Ting Mobile has no control over the calls you receive. On most phones, you can block specific numbers from calling you. If your device does not have a native call blocker, you can find call blocker apps through your app store.
Please contact us to activate the *** card once you receive it. Additionally, please consider troubleshooting the issue. Our records do not reflect we have been given the opportunity to do so.
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
Monday to Friday 6:00-2:30 PM MT
**************
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:07/25/2022
Type:Sales and Advertising IssuesStatus: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.
Hi, I have had service and a phone # *************) with Ting Mobile for over 86 months.On July 7th 2022 I contacted Ting Mobile customer service chat and requested my account to be put on hold, meaning to pay the basic monthly fees and to keep the account and the phone number active. I emphasized and iterated that I want the phone number to be kept and the customer service representative (**** A) confirmed that that will be the case.On July 25th 2022 I receive an email from Ting Mobile about 'parting ways'. Upon contacting them they inform me that they have let my phone number go because they are not on Sprint network anymore!!!! This has happened without them ever given me any warning about losing my phone number!!!*** I am asking Ting to get my phone number back before it is assigned to any other customer ***Business Response
Date: 07/28/2022
July 28, 2022
**************************
230 ********
********, ** 10021
Re:BBB Complaint #********
3904473210 - 3776677
Dear **************:
On July 26, 2022, we received your complaint, dated July 25, 2022, filed with the ******* Communications Commission.
You said you suspended your Ting Mobile service but then received notice that your phone number had expired.
Ting Mobile has historically provided service on the **** Network, which was operated by Sprint. After Sprint
and T-Mobile merged in July 2021, T-Mobile announced its plan to shut down the remaining Sprint cellular towers,
meaning phones that access the Sprint Network will no longer work. Despite our requests to delay this, T-Mobile
refused, and the old networkand all phones/devices on it (including yours)stopped working.
Ting Mobile provided ample warning, beginning in September 2021, of this eventuality. We provided options to retain your Ting Mobile service and your number: bring your own VoLTE compatible phone or purchase one from us, or, if you already had a compatible device, upgrade your SIM card.
Unfortunately, upon the **** takedown, accounts that had not upgraded lost service and their numbers expired.
While we sincerely regret any inconvenience this issue may have caused, we are unable to retrieve your number.
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
Phone Hours: Monday - Friday, 6:00 am to 2:30 pm MT
**************
cc: ****** / ******* Better Business Bureau
3801 **************., #***
******, ** 80210
*********************
Ting Mobile is NOT a BBB Accredited Business.
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