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:01/31/2025

  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.

  My previous Tello cellularplan, have been working good over the past two years until I needed more data. That plan was 5 GB data, I ask them if I could upgrade to more data, as now I was using my phone as a hotspot for my iPad. They said I could upgrade to 15 gig or unlimited data plan. That plan was $26. I was told that plan had unlimited data, that I could use my cell phone as a hotspot for my iPad. The previous plan I had no issues with connectivity. But the very moment that the new plan with unlimited talk text and data went into effect, I lost all connectivity to the Internet, I was receiving no data, I can only talk and text. I called Tello multiple times, on their advice I reset my phone, cleared all data with the same results, I could not connect to Internet. I am living out of a motorhome, so I've traveled to multiple locations, sit next to many cell phone towers, and I still never could receive data or connection to the Internet. Tello said they would reset on their end. I informed Tello on every call to them that, if I cannot connect to the Internet then I will need to change providers. After three days of trying everything they suggested and searching on the Internet, I came across others having the same issue, especially when using your phone as a hotspot. I believe Tello had no intentions of providing a connection to Internet when using as a hotspot. But I was never informed of this. So I canceled the service, because I was not receiving what I was paying for, which is a connection to the Internet. My new service with T-Mobile is working every place that I was never getting a connection to the Internet with Tello. Tello falsely claimed I could connect to the Internet with this new unlimited data service. That was absolutely not true. I requested a return on the cost of upgrading from the old plan. They refused to return my money. It is not right that a consumer should pay something that a company like Tello had no intentions to provide. Thank you

  

  Business Response

  Date: 02/03/2025

  Dear customer,

  Our team successfully contacted you and conducted a thorough investigation with the support of our Technical Support (TS) team. Through this assessment, it was confirmed that the device currently in use is not fully compatible with our network, which is contributing to the connectivity issues you've been experiencing. Additionally, it was identified that limited network coverage in your area is another significant factor affecting the quality of your service.
  During our discussion, we clearly communicated these limitations and you acknowledged your understanding of the situation. To assist you further, we extended an offer of a 10% discount coupon, which you can apply toward the purchase of a new device from us.
  We will continue to monitor the situation closely to ensure your concerns are fully resolved.

  Thank you for your patience!
  

  Customer Answer

  Date: 02/03/2025

   
  Complaint: 22882421
  
  I am rejecting this response because: 
  Just asked Tello just how long I have been a customer of theirs Using this exact same phone/device with absolutely no issues. I was receiving coverage and data with the previous plan I've had for over two years. This plan worked fine I was always getting connected To the Internet was able to use the data Allocated in this plan. The issue only started when I switched to a different plan, So I could receive more data, As 5 GB per month was not enough, That exact same moment That Tello Switched to this new plan for more data That was exactly the very moment I stopped Receiving any data or connection to the Internet. I was in the exact same location when I was receiving data from the old plan and switching to Their new plan was exactly the same moment I stopped receiving data.  I actually drove around 4 miles sitting underneath different Cell phonetowers , With steel no connection no matter what location I was at. For them to say my device was not compatible is purely out of their ignorance, Because I had been using their plan for years with no issues with this exact same phone.. It was only when I Informed them that I would be using this as a hotspot is Exactly why they stopped the connection to Internet. If Tello Had been honest and informed me that this plan would not work if I was using As a hotspot, Then I would never had signed up for the new plan in the first place, They only wanted the Higher monthly fees. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 02/04/2025

  Dear customer,

  Please note that all of our plans function in the same way, so any connectivity issues you experienced would not have been caused by switching plans. We did offer to escalate your case for further investigation, but we did not receive a follow-up from you to proceed with it.
  Additionally, the device you were using is compatible with our network. However, at the time you contacted us, our records indicate that the hotspot allowance on your plan had already been fully used. This cap applies to all customers and is triggered automatically by our system.
  We regret any frustration this may have caused and appreciate your understanding

  Customer Answer

  Date: 02/04/2025

   
  Complaint: 22882421
  
  I am rejecting this response because: OK I see now you're changing your story, Because you knew you were wrong in the first place and I was correct you were Not allowing this plan to be used as a hotspot. When I first signed up for this plan I clearly indicated to Tello That I was going to use this ************** plan As a hotspot for my iPad. That was clearly clearly said at the time I was having issues, Which was almost immediately after signing up for this new plan. If I had kept the old Tello plan I had for many years at 5 gig, Which I used as a hotspot with no issues. I ask many times to escalate this issue over three days of many calls, And escalation was refused, Because you were saying as before my iPhone was not compatible and I was not in a good coverage area. Tello Was fully aware of that. And I will repeat myself many times as this is the exact truth, You Tello Will not let this plan be used as a hotspot, But you do not care to inform me of this, That's why you must return the amount I paid for this plan that you knew all along it would not work. Currently I am on a Tmobile Unlimited plan, And they do not cap The plan if you use it as a hotspot. I have no issues using This Tmobile plan as a hotspot and I am getting 4 bars Everywhere. Plus Tello is using the same towers network as Tmobile. If Tello Is a responsible ethical company, I would not have to file complaints with the BBB , This matter would've been solved by just about every other company by returning the customer's money because you could not provide the service. Do the right thing. 
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 03/12/2025

  Complaint: 22882421
  
  I am rejecting this response because: OK I see now you're changing your story, Because you knew you were wrong in the first place and I was correct you were Not allowing this plan to be used as a hotspot. When I first signed up for this plan I clearly indicated to Tello That I was going to use this ************** plan As a hotspot for my iPad. That was clearly clearly said at the time I was having issues, Which was almost immediately after signing up for this new plan. If I had kept the old Tello plan I had for many years at 5 gig, Which I used as a hotspot with no issues. I ask many times to escalate this issue over three days of many calls, And escalation was refused, Because you were saying as before my iPhone was not compatible and I was not in a good coverage area. Tello Was fully aware of that. And I will repeat myself many times as this is the exact truth, You Tello Will not let this plan be used as a hotspot, But you do not care to inform me of this, That's why you must return the amount I paid for this plan that you knew all along it would not work. Currently I am on a Tmobile Unlimited plan, And they do not cap The plan if you use it as a hotspot. I have no issues using This Tmobile plan as a hotspot and I am getting 4 bars Everywhere. Plus Tello is using the same towers network as Tmobile. If Tello Is a responsible ethical company, I would not have to file complaints with the BBB , This matter would've been solved by just about every other company by returning the customer's money because you could not provide the service. Do the right thing. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/13/2025

  Dear customer,

  
  Thank you for reaching out and sharing your concerns. We would like to clarify that our website includes a clear disclaimer regarding the Tello Unlimited plan, stating that hotspot usage is limited to 5GB. This information is presented at the time of purchase to ensure full transparency.
  Additionally, we understand that you have already disputed this matter with your bank. As the issue is now being addressed through that channel, we trust that a resolution will be reached accordingly.

  
  At Tello, we are committed to providing clear and upfront information about our plans and policies, including details on the Unlimited Plan and Port-Out process. If you have any further questions, please feel free to reach outwe are happy to assist you.
  

  Customer Answer

  Date: 03/13/2025

   
  Complaint: 22882421
  
  I am rejecting this response because:
  Every time your policy changes, Please provide a transcript of the conversation I had with One of your representatives, Stating that New fact That fact. The actual fact is it's not even 5 GB. It's 0. But of course you had to change your policy. 
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/14/2025

  Dear customer,

  Our policies did not change recently. The information regarding the Tello Unlimited plan specifying that hotspot usage is limited to 5 GB is available at the time of purchase, and is also included in our terms and conditions.

  The fact is that the service was used accordingly and we will not be able to proceed with refund at this time.
  Keep in mind that a dispute is already in place for the order in question, therefore, the best thing to do at this time is to wait for the resolution through your financial institution.

  Customer Answer

  Date: 03/15/2025

   
  Complaint: 22882421
  
  I am rejecting this response because: please explain exactly how it was available. You're saying that I should have known this, Actually your representative should've known this and should have informed me of this limit on hotspot data. Why was I not informed Why are you not training your employees to explain this to your customers. You're blaming your customers for your employees mistakes. You make a mistake you pay for it. This complaint will never be resolved until you Tello Provides the transcript of the conversation that I had with your Tello's representative When I purchased this upgrade. There's one reason why you want, Because you know you're wrong. If you were a legitimate company you would act accordingly. 
  
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 03/25/2025

  Dear customer,

  As replied on March 14th,

  Our policies did not change recently. The information regarding the Tello Unlimited plan specifying that hotspot usage is limited to 5 GB is available at the time of purchase, and is also included in our terms and conditions. The fact is that the service was used accordingly and we will not be able to proceed with refund at this time.
  Keep in mind that a dispute is already in place for the order in question, therefore, the best thing to do at this time is to wait for the resolution through your financial institution.
  
  We appreciate your understanding

• Initial Complaint

  Date:01/25/2025

  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.

  Tello falsely advertises an expedited, priority shipping option on their webpage. I ordered a SIM card and paid extra money to receive it within the 2-3 days on the 17th of this month. It is Saturday January 25th, I have yet to receive anything. It is still en route. No excuses. It should have been mailed same day. If unable to do that, then do not offer that. Tello should remove the falsely advertised service immediately. They cannot deliver. They took their sweet time, acted like it was a regular shipment, and only mailed it out days later. Mailed out on the day that I should have received the item. Nothing about this shipment was expedited. They should refund the extra shipping costs paid.

  

  Business Response

  Date: 01/27/2025

  Dear Sailor,
  
  Thank you for reaching out. Weve reviewed your account and the tracking
  details for order #********. According to ****, the *** card was
  delivered today, January 25, 2025, which exceeds the 23 business day
  timeframe for priority shipping.
  
  While shipping delays can occur due to factors outside our controlsuch
  as holidays, weather conditions, or logistical issueswe understand this
  didnt meet your expectations. Weve processed a refund of the $5
  priority shipping fee, which will be reflected in your account shortly.
  
  If you have further questions, please contact us at **************

• Initial Complaint

  Date:12/12/2024

  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 wife and I received our *** cards on November the 29th. Installed, registered and set them up according to their website. Everything was fine, AT FIRST. Then, I wanted to change my voicemail and just like THAT...no text, phone or internet was available! Okay, so now what? I called using my WIFE'S phone and explained what happened. CS said-"swap the *** cards." We already tried that...nothing! I tried restarting at least FOUR times, powering it off, at least TWO times..nothing! Finally, I was able to text, but still no phone, internet. Called back again, ****** said-"It may be your phone." Okay, why did it work, then NOT! So, we tried the *** card swap AGAIN, this time my phone worded and NOW my wife's is NOT!! As I'm typing this she STILL has no texting, or phone. Her dad is in Assisted living and NEEDS to be able to stay in contact with him. They keep s******* around like this is NO BIG DEAL!! We switched just to save money, but THIS was a HUGE mistake and we just want to be able to use our phones without the concern of them just NOT working!

  

  Business Response

  Date: 12/16/2024

  Dear customer,

  
  We appreciate your patience and understanding as we work to address the challenges you have encountered with your Tello services. We recognize the importance of having reliable connectivity and sincerely apologize for any inconvenience caused.
  Upon receiving your report, our troubleshooting protocol was immediately activated, and multiple teams conducted a thorough investigation into the issue. We verified key factors, including your network status, device compatibility with bands and frequencies, and signal strength at your location. All aspects were found to be functioning normally, which necessitated multiple exchanges of information to ensure a comprehensive diagnosis.

  
  Despite our extensive efforts, the only step that temporarily restored services on both devices was swapping the *** card between phones. While this behavior is atypical, it supports our conclusion that the issue is related to the device itself.
  On December 12, 2024, at 16:27:40, we sent you additional troubleshooting steps to resolve the issue on your wifes device ******** Galaxy A32 5G, phone line **********). However, we have not yet received a response. As of now, your device appears to be functioning normally following the *** swap.
  To further assist, we are prepared to send a free replacement *** card for your wifes device, as the *** card may be contributing to the issue. Please note that delivery may take up to five business days.

  
  If you are unable to allow the time necessary for us to complete this resolution process, you may request a refund for the two plans associated with your account, totaling $54.06.
  We remain committed to resolving this matter and are here to support you. Please let us know how you would like to proceed.
  

• Initial Complaint

  Date:12/11/2024

  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.

  My name is ***** ********, and I hope my message meets you well. Im writing you today, to seek for your assistance in expediting my dispute claim filed against Tello for charging my card without my consent, in the amount of $10.38 on November 29, 2024 8:57am, $10.38 on December 3, 2024 7:35am, and $10.38 on December 3, 2024 7:41am. I already reached out to Tello about this issue, and also filed a dispute with my bank accordingly. The time frame given by my bank is quite bothersome. Id like to request your assistance in making Tello issue a refund timely for these unauthorized charges. Ill be attaching necessary documents alongside my submission. Thanks you, and God bless!!!

  

  Business Response

  Date: 12/12/2024

  Dear customer,
  Thank you for your recent communication and for providing additional details regarding your concern.
  After a thorough review of the information provided, we were unable to locate any transactions associated with the credit card details shared in the attached screenshots. This may be due to the use of an electronic or virtual credit card, as the numbers displayed to you may not always align with those processed on our platform.

  
  We were, however, able to identify an account under the name "***** ********" associated with the BBB complaint. Please note that this account was previously flagged and marked as fraudulent due to violations of our Terms and Conditions, specifically the use of our service for robocalls.

  
  As you have already initiated chargebacks with your bank, we recommend awaiting the outcome of their investigation. We will fully cooperate with the bank during this process to ensure the matter is resolved appropriately.

  
  We appreciate your understanding and regret any inconvenience caused. If you have further questions or need additional clarification, please feel free to contact our support team directly.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22672552
  
  I am rejecting this response because: If you are unable to locate the debit card numbers or transaction, then I believe someone in your organization now uses your platform to steal from senior citizens. 
  

  Furthermore, I presume you were unable to assimilate the content of my complaint. If you did, youd know I wasnt filing a complaint for an account I had with your many months back. I filed a complaint because the merchant description shown on my bank statement is Tello US, by law, making you responsible for the stolen funds. 
  

  I would give you few more hours to fully investigate, identify and rectify this issue at hand. Failure to do that, I shall be compelled to escalate this issue further, especially based on the fact that, you claimed you were unable to see transaction details. Probably your organization needs to be investigated
  
  Sincerely,
  
  ***** ********

  

  Business Response

  Date: 12/13/2024

  Hello *****,
  The transactions in question have been identified and flagged on our end. Moving forward, your card-issuing bank and Tello will communicate directly to resolve the disputes you have filed as promptly as possible.
  Thank you for your understanding.

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22672552
  
  I am rejecting this response because: I feel totally vindicated with your response. Its a good thing you were eventually able to identify and flag these fraudulent transactions. I was just wondering, rather than wasting time and resources, how about issuing a refund for these flagged transactions? That would save myself, my bank, and Tello the time and resources. 
  

  Its OK if you wanna wait for my bank to contact you, but I believe lots of resources and time would have been put in place for an OBVIOUS RESOLUTION (REFUND). 

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

• Initial Complaint

  Date:12/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed four unauthorized charges applied to my card **************** and **************** on 30th November, 2024. Three of the four charges were in same amount and charged at same time in amount of $10.38. The fourth charge charged same hour also in the amount of $9.47. I didnt neither authorized the transactions nor consented. I already contacted my bank but they advised contacting Tello to expedite the refund process. My attempts to contact Tello were met with futility. I need your assistance in helping me get my stolen funds back. I keep wondering why a website in 2024 would have a payment processor that wouldnt verify thoroughly cards being used on the website, and also request for OTP before approving transactions. Please Tello, REFUND MY STOLEN MONEY!

  

  Business Response

  Date: 12/12/2024

  Dear customer,
  Thank you for reaching out to us regarding your recent concerns.

  
  As previously communicated by email, we have thoroughly reviewed your request for a refund and, unfortunately, we are unable to process it. Our records indicate that your account violated our Terms and Conditions by engaging in activities such as sending bulk SMS, which are strictly prohibited under our policy. This resulted in the account being marked as fraudulent.
  Additionally, we have observed a pattern of complaints and refund requests associated with multiple accounts tied to similar activities, which further supports our conclusion.
  We understand that you mentioned contacting your bank regarding this matter. If you wish to pursue the issue further, you are welcome to initiate a chargeback dispute through your bank. We will cooperate fully with their investigation.

  
  We strive to maintain a fair and transparent service for all our customers and regret any inconvenience this situation may have caused. Should you have any additional questions, please don't hesitate to contact our support team directly.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22671782
  
  I am rejecting this response because:previously done what? Im talking about how my funds were stolen using my card fraudulently on your website without my consent. Youre saying something different entirely. Does that mean your fully COMPLICIT, stealing funds from cardholders account without their consent , and try to dodge the responsibilities?
  

  Someone stole my card details, used on your website, and Tello fraudulently approved the transactions. The burden is on you, as I am not concerned about the party that stole my card details. Your website, ************************** is an accessory to use of stolen cards, or as the case maybe.

   

  I already provided the necessary details, you better cross match and do the needful, especially by upgrading your website to be more secure  

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

  

  Business Response

  Date: 12/13/2024

  Dear customer,
  We sincerely regret that your payment details were compromised and unlawfully used for purchases through our platform. While we assure you that our website is 100% secure, please note that OTP-approved transactions are a feature provided and managed by the bank that issued your card, not Tello.

  
  Since you have already informed your bank about this issue (as is appropriate in such situations), the standard resolution process will involve direct communication between Tello and your bank. This procedure is essential for the recovery of your funds.

  
  We truly appreciate your understanding and cooperation during this process. Please do not hesitate to reach out if you have any further questions or concerns.

• Initial Complaint

  Date:12/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did placed an order on the 29th of November, 2024 with Tello for purchase of an eSim in the amount of $10.38, with order no ********. I was successfully debited, but Tello refused to provid the eSim which I paid for, locked me out of my profile, refused to reply the email I sent them to inquire about what could be going on, wouldn't issue back a refund either. I keep wondering what type of scam this company, Tello now runs for them to be acting in this manner, forgetting the fact that, as a consumer, my rights are protected by the constitution. I need your kind assistance in helping me retrieve back my funds from Tello. I want them to have my money refunded back.

  

  Business Response

  Date: 12/11/2024

  Dear customer,
  We have reviewed your case and it appears that you purchased several lines that were subsequently involved in activities indicative of a fraudulent call and SMS pattern. This constitutes a direct violation of our Terms and Conditions.

  
  As a result of this violation, your account was suspended, and the associated numbers have expired. In accordance with our Terms and Conditions, specifically under the clause addressing the Violation of Acceptable Use Policy, refunds are not permitted under such circumstances:
  "No refunds will be provided if the service is terminated for violation of the acceptable use policy."

  
  We take these matters seriously to ensure the integrity of our services and to protect all users. Should you have any further questions or require clarification, please feel free to reach out to our team.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22664476
  
  I am rejecting this response because: Are you trying to insinuate that, bulk sms was sent on an eSim that was barely activated? Are there any more lies you would like to say? I was quite wondering if Tello now runs a scam business or not. I feel quite relieved card used for purchase is a ZERO LIABILITY! Tell your lies to my card issuer when they try to call back the funds, LIAR. Thank you for making your obvious WHITE COLAR SCAM OBVIOUS TO THE WHOLE PUBLIC. Let's see how long you'd last.
  Sincerely,
  
  ***** ******

  

  Business Response

  Date: 12/16/2024

  Dear customer,

  Whether bulk SMS/calls usage had commenced or not, the violation lies in the pattern of behavior associated with this line, which constitutes a breach of the Terms and Conditions.

  Intentionally purchasing the service with the aim of knowingly violating the agreed-upon terms at the time of sign-up can be considered fraudulent activity.

  We appreciate your understanding!
  

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22664476
  
  I am rejecting this response because: this is tantamount to a baseless assertion, fallacy, and unwarranted excuses. Tello, in one of their replies, accused me of opening many lines, which is a direct violation of my rights as a citizen and consumer, also a targeted DEFAMATION OF CHARACTER, which was the major reason for the violation of their unknown terms and condition. They went ahead to send me another persona email, stating that my line, which was never allocated to me, just violated their terms, which made me to wonder how many LIES would Tello tell just to cover their LIES? This is an OBVIOUS daylight robbery! Judging from their different excuses, it is EVIDENT that, Tello now uses the company to defraud citizens. They charge you for an eSIM purchase which they would send you QR code, but disconnect it immediately you try to connect, then tell you that, you have violated one thing or the other, for a line which is yet to be connected.

   

  Tello, we both know why all your LIES aren't in SYNERGY. Obviously, I would get my funds back either you wish or not through my bank, but it's best you SUCCUMB and willing refund me back to avoid further ESCALATION which might eventually lead to a POSSIBLE INVESTIGATION into how your company operates. Whichever it is you choose, I am ready for you!!!

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

• Initial Complaint

  Date:12/08/2024

  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 bought tell pay as you go credit, and during the purchasing process I was never informed that it would expire after 90 days. Because I only occasionally use the pay as you go roaming, calling and sms'ing I lost most of the credit due to this. The minimum credit purchase was $20, which I expected to coast on for much longer than 90 days. If I'd known that my credit would expire within 3 months, I wouldn't have purchased it.

  

  Business Response

  Date: 12/10/2024

  Dear *******,
  
  We reviewed your account and can confirm the service was provided as described on our website.
  
  To clarify, the 90-day expiration period for Pay As You Go credit is
  detailed in the Pay As You Go section of our website before purchase, as
  well as in our Terms and Conditions. We aim to make this information
  easily accessible, but I understand how this might have been overlooked
  during the purchasing process and appreciate the feedback provided.
  
  If you have further service inquiries, do not hesitate to reach us at ************** at any time.
  
  Sincerely,
  Tello

  Customer Answer

  Date: 12/13/2024

   
  Complaint: 22656757
  
  I am rejecting this response because: you claim that the that the 90 day period is on your pay as you go page. On the pay as you go page, this isn't mentioned. On the checkout page this wasn't mentioned. You claim that it was. Where? I was NEVER informed about this limitation, and feel misled as this is a significant restriction that I wasn't informed about.
  
  Sincerely,
  
  ******* ********

  

  Business Response

  Date: 12/16/2024

  Dear customer,
  
  For reference, we have attached a screenshot from the Pay As You Go (PAYG) section of our website, clearly stating the 90-day validity period for PAYG credit.
  Moreover, here is the text used on our Terms & Conditions as available on the website:
  "Pay As You Go credit can be used for domestic and international calls, text & data, and also for International Roaming. The credit is available for 90 days."

  
  We trust this will provide the necessary clarification.

• Initial Complaint

  Date:12/06/2024

  Type:Delivery 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 need your assistance in getting my funds back, please! I was recently introduced to Tello by my neighbor, prompting me to place order with Tello for new Esim. On November 29, 2024, I placed an order for two new Esims with Order No. ********, and Order No. ********. My card was successfully charged for these orders, but Tello refused to provide the services which I paid for. All my attempts to get in touch with Tello were met with intentional gaslighting by Tello. They charged my card, refused to provide the services I paid for, and refused to hear my refund request. My consumers rights were fully trampled upon by Tello, and I feel cheated and powerless. Please help me out!

  

  Business Response

  Date: 12/10/2024

  Dear *****,

  
  We have reviewed your case and found no record of any refund request or prior interaction with our team. Upon further investigation, it appears that you purchased two lines that were subsequently involved in activities indicative of a fraudulent call and SMS pattern. This constitutes a direct violation of our Terms and Conditions.
  As a result of this violation, your account was suspended, and the associated numbers have expired. In accordance with our Terms and Conditions, specifically under the clause addressing the Violation of Acceptable Use Policy, refunds are not permitted under such circumstances:
  "No refunds will be provided if the service is terminated for violation of the acceptable use policy."

  
  We take these matters seriously to ensure the integrity of our services and to protect all users. Should you have any further questions or require clarification, please feel free to reach out to our team.

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22652838
  
  I am rejecting this response because:the lines in question havent been used, talk-less of the alleged violations. Lines that are connected can violate not lines that werent used. I never used the lines in question and the violation is just a daylight robbery to dodge responsibilities and steal from unsuspecting senior citizens. I rely solely of SSI, and Tello stealing this much from me isnt a welcomed idea. I need them to refund me immediately! They need to stop using terms and conditions steal from us all. 
  
  Sincerely,
  
  Jmoi *****

  

  Business Response

  Date: 12/11/2024

  Dear customer,

  As outlined in our Terms & Conditions, we regret to inform you that we are unable to process a refund in this instance. However, we understand that you may wish to pursue this matter further. If so, you are welcome to contact your financial institution and initiate a chargeback to formally dispute the charges.

  
  We value your understanding and cooperation, and should you have any additional questions or require further assistance, please do not hesitate to reach out to our customer support team.

  Customer Answer

  Date: 12/11/2024

   
  Complaint: 22652838
  
  I am rejecting this response because:Tello is a total scam! How on earth could a number that was never used violate an unknown terms and conditions? Its now evident Tello as stoop so low to daylight robbery, with MODUS OPERANDI of hiding under unknown terms and conditions. If you need financial assistance to run your company, seek for a government loan. No wonder major email service providers now tag your emails as SPAM! Because, they must have known you now run a ************* He who laughs last, laughs the best! Ill get these funds back either you like it or not. I only pity those potential customers of yours who arent aware of your shady business. 
  
  Sincerely,
  
  Jmoi *****

• Initial Complaint

  Date:12/05/2024

  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.

  I placed some orders for new eSIM on ************************** website for my family members. My master card ending 0348 was successfully debited for all these orders, with the hope of the new eSIMs which I paid for to be delivered, and granted mobile and internet access thereafter. To my greatest surprise, Tello charged my card and refused to provide the services I paid for. Infact, they had the account deleted to cover their tracks, so I wont be able to discover what really went wrong. I sent them messages both on their website ************************** and also sent them an email. They refused to reply message. Which fully justifies they are on a fraudulent charging spree to scam and defraud unsuspecting senior citizens trying to give to family members during this holiday. I need Tello to fully refund me back all the funds paid for these orders, or have the services I paid for delivered. Below are the transaction details Order No. ******** Date: 11/27/2024 12:36:30 PM Amount: $10.38 Order No. ******** Date: 11/27/2024 12:20:02 PM Amount: $10.35 Order No. ******** Date:11/26/2024 9:08:52 AM Amount:$9.47

  

  Business Response

  Date: 12/10/2024

  Dear *** ******,

  
  We wish to inform you that the refunds you requested have been processed successfully.
  However, after careful review, we regret to inform you that your account will not be unmarked. This decision is based on the fact that your usage of our services did not comply with our terms and conditions, specifically concerning activities such as Bulk SMS and Robocalls. While we acknowledge your claim that the service was intended for family-related purposes, the observed usage does not align with these stated intentions.

  
  We encourage you to explore alternative service providers whose offerings may be better suited to your requirements and intended usage.

  Should you have any further questions or require clarification, please do not hesitate to reach out.

  Customer Answer

  Date: 12/10/2024

   
  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:12/05/2024

  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 CashApp card **************** was fraudulently and repeatedly charged by merchant, TELLO US in the amount of $11.19, $11.19, $11.19 (thrice simultaneously within same hour) on November 28, 2024. Also, same card was charged $11.19, $11.19 (twice within same hour) on November 29, 2024. My card was in my possession and I dont know how the charges occurred, and how very less secure TELLO US website is to allow stolen cards to be used on their website flawlessly without 3D Secure verification of card. I already contacted Tello in regard to this issue, but they flagrantly feigned ignorance, refused to rectify the issue, and wouldnt reply me back. Id appreciate my money being returned back in full. I have zero knowledge of these charges. TELLO US is aware but refused to do something about the fraudulent charges.

  

  Business Response

  Date: 12/10/2024

  To the attention of: 
  ****** *******
  
  Dear ******,
  Thank you for reaching out and we apologize for the inconvenience experienced.
  Based on the information provided we concluded that your credit card details were compromised and used to place several orders on our online store. A refund for the entire sum of money was already issued based on your request, so we kindly ask you to allow a few days to pass for the amount to be reflected in your bank account. 

  
  We would like to apologize once again for the inconvenience caused and wed like to remind you that we take reasonable security checks to prevent online fraud and well continue fighting against credit card fraud.
  Thank you once again for your patience!

  
  Kind regards,
  ******* *********
  Communication Manager
  *****************************************