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:12/03/2024

  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 paid for mobile service last month and I was unable to utilize my service for the entire month. I was only able to use the service for a week. I contacted customer service via phone and email. I provide them with all the requested information and they told me that they would issue me a 2 week extension of service which they never did. They tried to charge my card and it failed. I contacted customer service them last night for a refund or for the service extra 3 weeks of services which I was unable to use. The agent put me on hold then they hanged up ************. They need to issue me a full refund for the service for last month or they need to restore my service for the additional three weeks they promised to issue

  

  Business Response

  Date: 12/12/2024

  Dear customer

  Thank you for reaching out to us regarding your concerns with our service. We understand how important uninterrupted service is and regret any inconvenience you may have experienced.
  As you reported an issue with your service on 11/16, we promptly extended your plan by six days to provide time for troubleshooting. We also committed to addressing further compensation after the issue was resolved. Unfortunately, despite our efforts to assist, we were unable to proceed with a full investigation due to a lack of cooperation in providing the necessary information. The last interaction we received from you regarding the issue was on 11/23.

  
  In the meantime, your plan was canceled, and the associated number has since expired. While we are unable to reinstate the expired number or extend the plan, we reviewed your case thoroughly. As a gesture of goodwill, we will be issuing a partial refund of $13.08 for your most recent order. This refund takes into account the usage of part of your plan balance before the cancellation.

  
  We value your feedback and your patience during this process. Should you have any further questions or require additional assistance, please dont hesitate to contact us.

  Customer Answer

  Date: 12/12/2024

   
  Complaint: 22632060
  
  I am rejecting this response because: I am not accepting any partial refund. I am seeking a full refund because you did not extend any service. If you you had extended my service there would be no way my service would end. All you do is just lie. You have failed me tremendously as a customer. You have lied to me and you never extended my service, I was unable to utilize the service . I did not use the service. I need and am requesting a full refund of the $25. 80. ****** the worst wireless company ever. Its all about lies and receipt. I provided you with all the requested information 
  
  Sincerely,
  
  ******* *****

  

  Business Response

  Date: 12/12/2024

  Dear customer,
  Upon reviewing your account, we note that the last successful plan renewal occurred on 10/19. Under normal circumstances, without any extensions, your next renewal date would have been set for 11/18, 30 days later. However, due to the extension applied to your account, the renewal was attempted on 11/26. Unfortunately, this attempt, along with a subsequent attempt, was unsuccessful, resulting in the deactivation of the plan on 11/27.

  
  The above details align with the email notifications and invoices sent to your account, which you may cross-check for confirmation.
  We strive to provide professional and high-quality support, and we regret that our service did not meet your expectations in this instance.

  As an exception, we have processed a refund for the remaining balance of your last renewal. We hope this resolution brings some closure and that you find a service that better aligns with your needs and standards.

  
  Should you have any further questions, please dont hesitate to reach out.

  
  

• Initial Complaint

  Date:11/07/2024

  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.

  I have been having issues with Tello for months now.I believe this is related to the 2G shutdown, but no one from Tello can seem to tell me how to connect to the 4G network. According to their website my phone should be compatible with their current network. (Screenshot attached). Phone calls seem to be working with connecting to the Wholesale APN with tmus and ims, but data has stopped working. This has been going on with my wife's phone also which is the same type of ** Velvet phone (LM-G900vm)

  

  Business Response

  Date: 11/08/2024

  Dear Customer,
  Following a thorough review of your account history, we can confirm that the recent service issues reported are directly related to the ongoing 2G network shutdown. We have previously communicated the impact of this shutdown on multiple occasions since it was initiated.
  As indicated in prior email notifications sent as early as 03/31/2024 at 16:00:23, we identified that the device model currently in use for both lines of service *** Velvet, model LM-G900VM) has experienced connectivity issues. Although this device is VoLTE-compatible, it appears that the current settings may not fully support Tellos service features.
  

  Since the network transition, the device has shown irregular service, and we have provided successful resolutions with each case reported to our **************** team.

  Presently, we have an active investigation with our technical department and are diligently working toward a solution. While we are committed to providing continued support, please note that a permanent fix cannot be guaranteed due to potential incompatibilities with certain service features.
  In light of this situation, we recommend upgrading to a more compatible device to ensure uninterrupted connectivity.

   

  Although our technical team remains dedicated to resolving the issue, there is a possibility that intermittent service disruptions may persist.
  Additionally, we have arranged for an experienced agent to contact you to further assist in the ongoing investigation.

  
  Thank you for your understanding and cooperation.

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22527216
  
  I am rejecting this response because.

  I have opened up multiple cases trying to resolve this issue since March 31st trying to work with yall tomake sure my device can work as intended and ever case number 16276200 the representativr told me everything was working fine.

   

  Also according to your website my/ our device(s) is compatible for yalls service. If this is indeed an untruth for whatever reason I would request 2 new devices paid for ********************** that are compatible and that are in similar quality due to being mislead on your website. (Attached)

   

  However, it would be preferable to get my current devices working.

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

  

  Business Response

  Date: 11/12/2024

  Dear customer,

  Based on the latest interactions you had with our Customer Support agents, you have indicated that you are no longer interested in cooperating with our TechSupports investigation and are instead seeking monetary compensation, claiming that our website should have disclosed that your devices would eventually face limited compatibility.
  
  With our Tech Specialist's assistance, we confirmed that your ** Velvet phone model (LM-G900VM) has recorded 0% 4G/VoLTE usage, which aligns with our understanding that the phone and its services are functioning, though intermittently.
  
  The only feasible resolution is for you to acquire compatible devices in response to the 2G network shutdown, a transition we have informed you about since the beginning of the year. You have been given ample time to make decisions regarding this change.
  
  Given these circumstances, we have processed a refund for your most recent order (#******** from 10/18/2024) in the amount of $57.14. This will conclude our assistance in this matter.

  Please let us know if there is anything else we can assist you with.
  

• Initial Complaint

  Date:11/04/2024

  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.

  I want to express my dissatisfaction with Tello Mobiles Tello Dollars rewards program, which I find misleading and falsely advertised. As a customer, I was attracted to the idea of earning Tello Dollars to help offset my bill. However, I quickly discovered that these rewards can only be applied if my bill is less than the total amount of Tello Dollars I have earned. And therefore this so-called reward is a bait to keep customers recruiting on their behalf and never to be fully used. These dollars cannot be deposited, and it can only be earned by attracting more customers. Since you earn $10 per customer their minimum requirement of $25 will force the customer to attract at least three before they can even use it on their own account. The $10 as advertised is essentially useless for both parties. This key detail was not clearly communicated in their promotional materials, creating an illusion of value that is not backed by a practical application. Yes. They do mention this inability to partial purchases buried in FAQ. but does not address the fact that there is no chance of being able to use this by bringing balance up with your own payment. Even if you refer one person and get $10 credit and your plan is the bare minimum $10 they offer, You cannot use it because of their minimum policy And probably because of taxes it will go over $10 and youll never be able to use it even if they didnt have that minimum policy. Its all around a trick.While $10 isnt a significant amount, to be honest, I would have signed up for the service even without the referral code. However, I now have to inform the other party about the referral code I used to sign up, and overall this is an unpleasant experience and not a great start to this customer journey.

  

  Business Response

  Date: 11/05/2024

  Dear Customer,
  
  We apologize for any confusion regarding our Tello Dollars system. Please allow us to clarify the following points:
  
  1. We offer plans that are priced below $25. Our most basic plan is available for as little as $5. And there is no minimum policy required for our plans. You are free to downgrade to the basic $5 plan (or any other) at any time.
  
  2. Please note that when utilizing Tello Dollars as your payment method, no taxes will be charged.
  
  3. Sharing your referral code is entirely optional and not a requirement to access our services. You are in no way obligated to share it in order to use our services.
  
  4. A practical way for you to spend your Tello Dollars is by applying them towards an "Add-on" in the event that you exhaust your high-speed data on your current plan. Therefore, we believe that your 10 Tello Dollars still hold value and can be put to good use for you.
  
  6. Full details regarding the Referral Program and its terms can be found on our website under the Terms & Conditions section: *********************************************************************************
  
  We greatly appreciate your understanding.

  Please let us know if you need assistance with anything else.
  

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22510861
  
  I am rejecting this response because:
  

   

  1.We offer plans below $25 and no minimum policy
  The availability of low-cost plans doesnt address the issue. They dont make the referral program more achievable. People join the referral program expecting to earn credits they can actually spend. Offering a $5 plan does not make it easier for users to reach the $25 threshold necessary to redeem credits, which is the real issue. Unless you reach 3 referrals you dont even reach the threshold to be able to use a dime of these so-called Dollars. Your marketing practice and its appearance needs to change. It must mention these limitations front and center. And I encourage you to rename it to something else other than Dollars. It does not function anything like one.

  
  **** taxes are charged when using Tello Dollars
  Im not sure why this is presented like a main point. This is a negligible detail. It would be further outrageous if you did charge taxes to avoid $25 dollar usage for your perhaps the most common unlimited packages at that exact price.

  
  3.Sharing your referral code is optional
  Optional participation does not address the fundamental problem that users feel lured by a system that seems to offer easy credits but has challenging or unclear requirements for actual use. It doesnt change the perception that the program is designed to be more difficult to benefit from than it appears.

  
  ***** can spend Tello Dollars on an Add-on if you run out of data
  Many users may not need add-ons frequently, so this option doesnt help most users to spend credits practically. It implies value in niche situations but fails to address that a more general, straightforward use of Tello Dollars is what users expect.

  5.Full terms and conditions are available on the website
  Directing users to fine print after theyve already felt misled doesnt address the ethical concern about presenting Tello Dollars as a flexible dollar value. If credits require reaching a high threshold or have limited usability. I encourage it to be renamed or these bullet points of how exactly it can be spent needs to be mentioned. AGAIN. If you can only spend it after it reaches $25, that means you have NO WAY of spending it before you successfully refer 3 other customers. 
  
  
  This seem to sidestep the core issuethat Tello Dollars are presented in a way that can be perceived as misleading. I encourage you to have these points 

  Sincerely,
  
  Dj K

  

  Business Response

  Date: 11/06/2024

  Dear customer,

  Thank you for sharing your feedback with us. We value every customers input, and were committed to providing clear and transparent information regarding our referral program. The referral program is designed specifically to reward users who refer friends or family members, and participation is completely optional. If the customer prefers not to take part, they are welcome to choose not to refer others in the future.
  
  To ensure full clarity, our terms and conditionsavailable on our websiteoutline the programs structure in detail, including the redemption threshold and the rewards process. This information is also accessible in the dedicated referral program section on our website, so customers can easily review the requirements and benefits at any time.
  
  We recognize that this setup may not suit everyones preferences, and while we aim to make the program as fair and straightforward as possible, we believe this current structure effectively aligns with its intended purpose. As such, there are no changes planned at this time.
  If our policies or the specifics of the referral program dont meet your expectations, we would be happy to offer a refund for the selected plan to ensure your satisfaction with our service.

  Thank you for your patience!
  

• Initial Complaint

  Date:10/08/2024

  Type:Customer Service 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 Mobile does not offer unlimited data; as soon as the high speed data runs out (which has happened at least 3 or 4 times over the last year and 7 months I have been a customer with them) the internet is so slow it is impossible to load anything at all. No explanation as to why and how certain months data usage is so extremely high, in particular for me this current month. I have had issues as well when I had ****** as my form of payment with a valid form of payment and Tello has rejected the payment for no reason at all. I have also had issues with Tello **************** **** discouraging me to take protective actions against my account, such as placing a SIM Lock. What kind of a customer service representative would discourage a SIM lock when it is a highly protective measure?

  

  Business Response

  Date: 10/11/2024

  Dear Customer,
  We sincerely apologize for the inconvenience caused by the slow data speeds you experienced. Please note that, once the 4G/LTE data on your unlimited plan is exhausted, your connection will automatically be reduced to 2G speeds.
  To monitor your data usage, you can always access your phone numbers activity logs through your online account. There, you will find a detailed breakdown of how many GB were used daily on your Tello line. If you need to restore high-speed data, we also offer the option to purchase additional data add-ons.
  

  We have reviewed your payment history for the months of October, September, August, and July, and found no issues. However, should you need to update your preferred payment method in the future, please remember that, for security reasons, you will need to log in to your account to make those changes. Our support team can guide you through the process, but they are unable to update your payment method on your behalf.

  
  Lastly, regarding the *** PIN security feature, we do not discourage its use, and we are pleased to hear you were able to successfully set one up.
  Thank you for choosing Tello!
  

  Customer Answer

  Date: 10/14/2024

   
  Complaint: 22399117
  
  I am rejecting this response because:

  Your representative very clearly discouraged the use of SIM Lock via the customer service phone conversation I had with support. Also, the speed of internet is far from 2G, pages will not load at all and your own representatives recommend me connecting to a WiFi connection to receive any internet connection at all. Internet usage, once again, seems to be extremely exorbitant in relation to actual usage documented, and I have not used the hotspot during these time periods to justify the high speed data usage drain.
  
  Sincerely,
  
  ******** *******

  

  Business Response

  Date: 10/16/2024

  Dear customer,

  As previously addressed in a separate complaint regarding the *** lock issue, we sincerely apologize for any confusion. We would like to clarify that we do not discourage the use of a *** PIN, and our Support Team is consistently receiving training to provide the highest level of assistance.
  
  Regarding data speeds, while 2G can support basic connectivity, it may not be sufficient for more data-intensive tasks. Data consumption can vary due to several factors, and even without using a hotspot, it can be depleted rapidly.

• Initial Complaint

  Date:09/26/2024

  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.

  Ordered SIM CARD on 09.19.24, received 09.26.24.Activation Code accepted, TELLO requested security pin which I supplied, but they denied!TELLO refused to set/reset 'pin', and hung up on me FIVE times!!!Before ordering SIM CARD, compatibility was VERIFIED 3 TIMES! TELLO insist my phone is 'locked' which is/was variable UNTRUE!I want my REFUND!THIS IS WHY MILITARY VETS LIKE MYSELF SNAP , AND GO ON A KILLING SPREE!!!This NEEDS to be resolved ASAP!!!!!!!!

  

  Business Response

  Date: 09/30/2024

  Dear ****,
  We sincerely apologize for any inconvenience this may have caused.

  
  Upon further review of your case, we have confirmed that our team provided you with the most appropriate assistance. Unfortunately, your device does not support the minimum band requirements necessary for optimal performance on our network, and coverage in your location is unavailable.

  
  While your device may be technically compatible, it would not allow you to fully experience the service we strive to provide. Therefore, as a resolution, we have processed a full refund for your order.

  
  We greatly appreciate your understanding and are here to assist you with any further questions.

  
  Sincerely,

  Tello Support Team

• Initial Complaint

  Date:08/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  this prepaid phone service tello mobile is a no contract PREPAID cellular service. I did not authorize auto pay and I was told that I could cancel at any time and receive prorated credit refund for the remaining balance of unused service. I was automatically charged a full month of service on July 31 2024 for $25.88 which I canceled this service on August 3rd and transferred to a new cellular carrier after porting and transferring my number to the new carrier on Aug 3rd 2024 I did not receive my prorated refund balance for unused services I was charged $25.88 unlimited plan for only 3 days of service they refused to refund me for unused services.

  

  Business Response

  Date: 08/23/2024

  Dear customer,

  We apologize for the inconvenience and we appreciate your patience in handling this situation.

  Upon further review, we have confirmed the following:
  
  1. You acknowledged and accepted our disclaimer stating that "All balances and refunds will be forfeited" upon your port-out request.
  2. As a gesture of goodwill, we have made an exception and processed a refund for the order number ********, totaling $25.82.
  3. You were notified of this decision via email on August 22, 2024, at 12:57:36.
  

  Thank you for your understanding.
  

  Customer Answer

  Date: 08/23/2024

   
  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:08/08/2024

  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.

  The issue I'm having with this company is every time I pay my bill the date for the next payment changes each month to a day ahead, they claim because it's a 30-day billing cycle it doesn't make any sense. February doesn't have 30 days and NEVER has so how does that work? Companies like this try to be slick and what ends up happening is instead of making 12 payments per year you end up making 13 some years. If I'm paying for a monthly service then it should be monthly regardless it should be illegal what they are trying to do.

  

  Business Response

  Date: 08/09/2024

  Dear *******,

  Thank you for sharing your concerns with us. We apologize for any confusion or frustration you've experienced. We'd like to clarify how our billing system works. At Tello, our plans renew every 30 days, rather than on the same date each month. This means that your payment date will shift slightly as the months progress, and this information is clearly detailed in our *********** (******************************************************************************************************) and Terms and Conditions (*******************************************************************).
  
  The reason for this is that our billing cycle is based on a consistent 30-day period, which might result in a shift in your payment date, especially in shorter months like February. This approach ensures that you receive the full value of your service plan every cycle.
  
  Please know that theres no intention to mislead or cause you to make extra payments within a year. The shift in dates happens because we operate on a strict 30-day cycle, not a monthly calendar cycle.
  If you have any more questions or need further assistance, feel free to reach out to our Customer Support team, and well be happy to help!

• Initial Complaint

  Date:08/03/2024

  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.

  Tello says I have used about 3 GB of mobile data, but my phone says I have used less than 0.5 GB for those same dates. Tello cannot or will not give me a breakdown or explain why there is a discrepancy. I have contacted them multiple times and I have spoken with ******** Support as well. No one can help with the 6 times difference in data usage recording.

  

  Business Response

  Date: 08/05/2024

  **Subject: Confirmation of Data Usage and Resolution**
  
  Dear ****,
  
  Thank you for reaching out to us with your concerns. We want to assure you that the data usage records for your phone number, **********, have been thoroughly reviewed and are both legitimate and verified.
  
  Please find attached a detailed breakdown of your data usage from July 18th to August 3rd (see PDF attachment).
  
  After escalating the matter to our team of experts, they have confirmed that the recorded data usage is accurate. Notably, the highest usage occurred on July 30th and July 31st, totaling 2.7 GB. Unfortunately, due to privacy and security regulations, we are unable to determine the specific activities that led to this usage.
  
  We greatly value your loyalty as a customer. In light of this, we have made an exception and processed a refund for your two most recent data add-on purchases.
  
  To help prevent future occurrences, we recommend reviewing the application permissions on your device and restricting background data usage where appropriate.
  
  Thank you for your continued trust in us.
  
  Sincerely,  
  *********************************

• Initial Complaint

  Date:07/16/2024

  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.

  Dear BBB,I am writing to lodge a complaint against Tello for overcharging and forcibly terminating my service.Previously, I downgraded my plan twice and paid for the new plan. Despite multiple attempts to contact customer service to recover the first payment, no one answered my calls. Consequently, I contacted my bank to dispute the charge. However, this unscrupulous company stopped my service even though I had already paid for the new plan.As a result, I immediately switched to a different service provider. I am filing this complaint to report the companys unethical behavior and to request a refund of my money.Sincerely,****

  

  Business Response

  Date: 07/18/2024

  Dear ****,

  Upon reviewing our records, we can confirme that while a Tello customer, you received excellent support from our experts on multiple occasions.
  
  Despite not adhering to our plan change/renewal rules, we made an exception and issued a refund after you disputed one of your orders.
  
  Following this incident, you were informed that an auto-renewal followed by a manual plan purchase would result in two separate charges, and the minutes and data from each plan would be combined. Our plans automatically renew every ************************************ renew their plan anytime during the billing period.
  
  When a dispute is initiated, multiple teams work together to resolve it. As a security measure, services on the account in question are suspended until the financial dispute is resolved. This explains why your services were suspended after your second financial dispute.
  
  Unfortunately, you did not attempt to resolve the matter and chose to port out you number.
  
  However, at this point, a refund is not possible, since you are no longer a Tello customer and you've agreed to the following terms before acquiring your port out details: "To retrieve your port out information, please accept and acknowledge the following: I understand that any remaining balances in my Tello account (Plan, PAYG & Tello Dollars) will be forfeited and will not be refunded once I initiate the port out process."

  We apologize for the inconvenience and hope you'll accept our answer.
  

• Initial Complaint

  Date:07/05/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I started service with Tell LLC on or about June 17,2024. I was satisfied with the service and their prices. I started a second account with ********************** about June 27, 2024. Again, the service seemed good. I have had an issue with tello's call forwarding service which they advertise, but it does not work on either of my phones. I have read their instructions on how to activate numerous times, including my emails for help, phone calls for help and I still remain without a working call forwarding. They have asked me to wipe my iPhone and start out as a new owner would suggesting the problem was with my phone. The call forwarding still does not work. I have read everything on my phone(s) screen to them, the call waiting still will not function. I want Tello to fix my call forwarding in a reasonable time or refund my money (yea, I know they don't do refunds), or add credit to my account and fix my problem with call forwarding. It would seem if they advertise it, they should be able to provide it.

  

  Business Response

  Date: 07/09/2024

  Dear customer,

  We have thoroughly reviewed the customer's account, and it appears that both of the numbers originally associated with the account have now been ported out. We sincerely apologize for any inconvenience this may have caused.
  
  Our records indicate that there was an issue with the call forwarding feature. This particular case was appropriately escalated to our technical team on July 4, 2024. Despite our best efforts and all the troubleshooting steps provided, we were unable to resolve the issue to the customer's satisfaction, leading to the decision to port out the numbers.
  
  In recognition of the challenges and frustration this has caused, we have decided to issue a refund for one of the orders. This refund pertains specifically to the line that experienced the most difficulties with activating the call forwarding feature. We hope this gesture demonstrates our commitment to providing the best possible service and addressing any issues that arise.
  
  Once again, we apologize for the inconvenience and thank the customer for their patience and understanding throughout this process.

  Customer Answer

  Date: 07/09/2024

   
  Complaint: 21948000
  
  I am rejecting this response because: My first complaint was setting up my voice mail with my first account. I made the mistake of thinking they would resolve the matter. They didn't. But I had felt they would as I was assured they would and I ported over my other phone to Tello.I now had two phones where I could not depend on the voice mail, I could not use call forwarding
  on either phone. Voice mail did not work at all on one phone, and very seldom on the other phone. Talking to their representatives I was told my iPhone was defective, I did a complete reset on that phone, twice. Neither reset changed the problem and no fix was available. I was finally notified they needed their expert to call me and fix these problems once and for all. " the expert" called me later that day to fix everything. I'm sorry to say "the expert" could not fix the problem, so, her final solution was for her to talk to "her expert" and call me back in a few minutes. After the "few minutes" I decided enough was enough. I ported out both of my phones to another MVNO with a very slight increase in price, but it woeked out since their taxes and fees were lower and I came out about the same on price. Everything works properly now, and I have not needed any "tech support." Why could this company fix their issues?
  Sincerely,
  
  *****************

  

  Business Response

  Date: 07/12/2024

  Dear customer,

  While we acknowledge that a different approach might have led to a different outcome, we understand that there are limited actions we can take now since you already ported out.
  
  In case ********, the agent who contacted you confirmed the successful setup of your voicemail while addressing the Call forwarding issue. There were no other reported problems with voicemail on their second phone.
  
  We understand that this process was frustrating, and our Technical team worked diligently to resolve the issue with the information available at the time. We will use this experience to improve our processes and better handle similar situations in the future.
  
  To resolve this matter, and given the fact you  are no longer with us, we have processed a final refund for their initial order.

  Thank you for your understanding!
  

  Customer Answer

  Date: 07/12/2024

   
  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,
  
  *****************