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:06/27/2025

  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.

  Dear Better Business Bureau,I am writing to file a complaint against Tello, LLC, a mobile service provider based in *******, **. On 27/06/2025, I purchased a mobile number from Tello. However, immediately after the purchase, the number was blocked due to failing a security check. When I contacted customer service, they informed me of this issue but did not provide any further explanation or assistance. Since then, my attempts to reach out to customer service have been met with no *********** a result, I have been unable to use the service I paid for, and I am seeking either a full refund for the unused service or the restoration of my mobile number.Below are my account details for your reference:Account Holder Name: Haocong xing Order Number: ******** If possible, I have also included screenshots of my previous communications with Tello's customer service for your review.I appreciate your assistance in resolving this matter.Sincerely, Haocong xing

  

  Business Response

  Date: 06/30/2025

  Dear Haocong,
  
  After checking your account, we've processed a full refund for your order.

  Please refer to our Terms and Conditions for more details: *****************************************************************
  We take account security, system integrity, and adherence to our Terms and Conditions (****************************************) very seriously. When activity is detected that appears to be inconsistent with these policies, we may take immediate action to protect the platform and our user community.
  

  We understand this may be disappointing, and we appreciate your feedback. 
  Please note that upon review, your account activity did not comply with the permitted usage outlined in our Terms and Conditions.
  
  We appreciate your patience.
  ----

• Initial Complaint

  Date:06/26/2025

  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.

  After Tello failed to successfully port my CenturyLink number I tried to delete my Tello account. I found the link on their web site to delete an account was broken, it simply shows the support screen.There's no way Tello doesn't know the delete account link doesn't work. They are doing this to reduce departures while likely violating California state law.

  

  Business Response

  Date: 06/30/2025

  Hello ****,

  
  We apologize for the inconvenience. The link is not broken, and it is
  only asking you to either port out the temporary number or request its
  deletion, just like we advised in the follow-up email we sent to you.
  
  We usually ask for confirmation from our customers to avoid expiring a
  number accidentally, even if it is only the temporary one.
  
  We have now expired your number, and you should be able to delete the account with the very same link you had.
  
  Please let us know if you need further assistance.

• Initial Complaint

  Date:06/18/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The email address on file is receiving scam emails from this company . Have my email from your database removed immediately, or there will be further and severe consequences

  

  Business Response

  Date: 06/20/2025

  Dear Mr. Ben Gantz,
  
  We were unable to locate your email address record in our database based on the information you provided. To assist you further, we kindly ask that you forward the original email or any relevant documentation you received so we can conduct a more thorough investigation.
  

  Thank you for your valuable cooperation!

  Best regards,
  Tello.com Team

• Initial Complaint

  Date:06/05/2025

  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.

  Dear BBB,Tello, my mobile provider, deactivated my numbers without notice. When I contacted them, I was told I could port out but only if I provided the Security PIN, which I forgot.However, they said the only way to reset the PIN is by receiving an SMS to one of my blocked numbers: ************** ************** This is a catch-22 situation: they require access to something they themselves have denied. They refuse to offer alternative methods for verification or PIN reset. I believe this is unethical and blocks fair access to *************: ****** ********* DOB: ********** Address: ***************************** Thank you for your help,****** *********

  

  Business Response

  Date: 06/06/2025

  Dear ******,

  
  Thank you for reaching out. Upon reviewing your account, we can confirm that our agents successfully assisted you in changing your PIN and generating a new security PIN.
  At **********************, we take the security of our customers very seriously. For this reason, certain details must be verified before we can proceed with changes to your PIN, number, or other sensitive account information.

  
  Kindly provide the required verification details at your earliest convenience so we can complete the transfer process for you.

  
  Thank you for your patience & understanding!

  
  

• Initial Complaint

  Date:05/28/2025

  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.

  On FEB 6 2025 I purchased keep calling App credit $5.99+ tax through ***** pay I was never able to use my purchase To call anywhere, my purchase does not Show up in app ***** says that I dont have refundable Purchases Keep calling appears NOT to have any Live help and I am getting automatic Answers from robots Order ID : ********** Document number *************

  

  Business Response

  Date: 06/02/2025

  Dear customer,

  We are sorry to hear about this issue. By checking our records, it appears that the order failed on our side.

  Therefore, the transaction was cancelled, and the funds were not collected. We recommend checking this further with Apple or with your bank.

  If you need extra assistance, don't hesitate to contact our Customer Support available 24/7.

• Initial Complaint

  Date:05/16/2025

  Type:Sales and Advertising 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.

  today buy tello esim,but unable to use after activation, no service.

  

  Business Response

  Date: 05/16/2025

  Dear customer,
  Thank you for reaching out.

  
  We see that you joined our service today and contacted us via email approximately two hours after completing your order. Our team responded within 10 minutes of receiving your message.
  If you wish to request a refund or need further assistance, we kindly ask that you follow up directly with our Customer Support team through: ******************************************. They will be happy to assist you further.
  

  Best regards,
  ******* *********
  
  

• Initial Complaint

  Date:04/25/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My name is LNJOON ****** tello number is **************. Tello Cancelled my number yesterday without any notice. But this is my number. I have the right to port it out to other carrier.But tello not letting me log into my account now. Please unlock my tello account so i can log into my account to get my account number and pin so i can port it away from **********************. Thank you so much!

  

  Business Response

  Date: 04/28/2025

  Dear customer,

  The line you referenced has been terminated due to a violation of our Terms & Conditions. Unfortunately, under these circumstances, a port out is no longer possible because the number is not active anymore. 
  The terms and conditions you agreed to on registration with Tello can be found at: *****************************************************************

  We apologize once again for any inconvenience.

  If you need assistance with any other issues, don't hesitate to contact us.
  
  
  

  Customer Answer

  Date: 04/28/2025

   
  Complaint: 23250949
  
  I am rejecting this response because: this is my number . my property. i have the right to port it out to other carriers according to law. Please give my account and pin ASAP! Or i will fill a fcc compliant!
  
  Sincerely,
  
  Lnjoon Jwa

  

  Business Response

  Date: 04/29/2025

  Dear customer,

  
  Thank you for your follow-up.
  We understand your concern regarding your phone number. However, as previously stated, the line in question has been terminated due to a violation of our Terms & Conditions, which were agreed to upon registration with **************************. As a result, the number is no longer active, and a port-out is not possible.
  You can review the Terms & Conditions here: *****************************************************************

  
  We regret any inconvenience this may cause. If you have any other questions or concerns not related to this matter, we remain available to assist you.
  Sincerely,
  ********

  Customer Answer

  Date: 04/29/2025

   
  Complaint: 23250949
  
  I am rejecting this response because: Tello stolen my cell number and not give it back to me which is breaking the law. bad company never do business with them!
  
  Sincerely,
  
  Lnjoon Jwa

• Initial Complaint

  Date:04/04/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My debit card was stolen, so I did not have a card linked to my account to pay my bills, and my phone payment was due. While I was waiting for my new card to arrive I linked my checking account to my ****** and sent a payment of $27.31 to Tello so my phone would not get turned off. I sent them the receipt from ******. Today, my phone was turned off, Tello still has the money I sent them, and I can't speak with a manager. They do not even allow me to use the 611 number to contact them. I was supposed to have a phone appointment with my doctor today to discuss the results of my pre-surgical clearance check-up, as I am having surgery this month. I have a screenshot of the payment, and the two emails I sent to them with the payment receipt as I explained what had happeened

  

  Business Response

  Date: 04/07/2025

  Dear customer,

  Please note that we are unable to accept payments for service reactivation made outside of the Tello platform. This includes direct ****** transfers, bank deposits, checks, or any other unofficial payment methods.
  As no successful order was placed through your Tello account, the plan renewal was not completed, resulting in the suspension of your service at the end of the billing cycle.

  
  We have escalated your case for further review to verify the payment in question and to ensure that your refund request is handled promptly and appropriately.
  To reactivate your service, a new order must be submitted directly through your Tello account.

  We would be happy to assist you with this process. Please let us know a convenient time and the best number to contact you, or feel free to reach out to us directly at ***************.

• Initial Complaint

  Date:03/29/2025

  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.

  Tello publicly states that it is a company providing communication services, however, it cannot provide communication services.I encountered a scam. I declare that tello llc is not a company providing communication services, because all attempts to pay were returned. I believe that my personal and payment data were stolen, and the services were not provided.Tello simply collected my personal data and blocked my payment without reason. I talked to my banks and my banks responded that there were no problems on their side.The Tello website reported that the password was entered incorrectly, although I definitely entered the correct password.When I tried to change the password, the Tello website reported that I was entering the old password.After changing the password, I could no longer log into the site.Tello simply collected all the probabilities of my password and all payment data!Correct me if this is wrong! Not a single service was provided! This is fake!After paying and activating the card, I was assigned a number that is not a US number, because it has an abnormal length for a US number + 1-2*3-*91-1070**91, after activation, attempts to call 611 lead to the robot reporting that the line is not activated.

  

  Business Response

  Date: 04/08/2025

  Dear *****,
  
  We apologize for the inconvenience and are happy to clarify the situation for you.
  
  While your order attempts were not processed, our experts made sure you were notified promptly and in detail about the reason behind the rejection.
  
  You received emails on 03/14/2025 09:23:45 and 03/14/2025 09:54:36, with the subject "Tello - Re: Canceled Order", where we mentioned that your orders had not passed our security checks. For this reason, they were removed, and no charge was submitted.
  
  Eventually, your Tello account access was automatically restricted due to the numerous consecutive reset password and order attempts.
  
  As we rule out the possibility of being scammed, we put a strong emphasis on the fact that you were not charged at all for your order attempts, and your information was not stolen. For more information on how we handle your personal information, please visit: ******************************************
  
  We are sure you understand by now that we were just protecting ourselves against a fraud scenario.
  
  If you would like to delete your account or go through our order verification process, it is necessary to contact us via phone at **************, we are available 24/7.
  
  Sincerely,
  **************************

• Initial Complaint

  Date:02/09/2025

  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 am a current Tello customer and my ********************** phone line is in Tellos eSim card. However, the phone call quality and reliability in this eSim card have been terrible. Also the data plan connection in this eSim card is very poor. As such, I called Tello customer service today and requested a physical sim card from Tello. However, Tello representative ****** was extremely rude with me. She insisted that I need to pay $3 for the physical Sim card, which is totally unfair to me. The reason that I request physical Sim card from Tello is because your eSim card doesnt work well.I request Tello to waive the $3 charge for physical Sim card and send me a physical Sim card by expedited shipping for free immediately.

  

  Business Response

  Date: 02/10/2025

  Dear Jie,

  
  Thank you for reaching out to us.

  
  We understand your request for a complimentary *** card; however, we regret to inform you that we are unable to provide it free of charge. The cost for a physical *** card is $3, which applies to all customers opting to switch from an e*** to a physical ***.
  Our team is committed to delivering excellent customer service, and we kindly ask that all interactions remain respectful. Any inappropriate remarks or personal attacks towards our staff will not be tolerated. We appreciate your understanding and cooperation.
  Should you wish to proceed with the switch, you are welcome to purchase the *** card at your convenience.
  

  Customer Answer

  Date: 02/10/2025

   
  Complaint: 22917939
  
  I am rejecting this response because:

  Tellos eSim card doesnt work. Thats why I have to switch to physical Sim card. Again, request waiver the $3 physical Sim card charge.
  
  Sincerely,
  
  *** **

  

  Business Response

  Date: 02/11/2025

  Hi **** our records indicate that you have been using the service with an eSIM since June 2024.

  There are no restrictions on continuing with an eSIM or switching to a physical SIM from our end. Therefore, a complimentary SIM is not applicable in this case.

  Customer Answer

  Date: 02/11/2025

   
  Complaint: 22917939
  
  I am rejecting this response because:

  Tello has terrible customer services.

  
  Sincerely,
  
  *** **