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:07/02/2024

  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.

  June 18.I lost my phone which had a sim card from tellos. I suspended service.Ordered a sim card, paid 15 dollars for overnight service, and I am still waiting for the sim card. Additionally, it was on processing for 2 days at least.I ported out because I needed my phone service.Called **** and said that they continued the service, and it is impossible to get money back because the number was ported.The 15 dollars for overnight delivery, impossible... despite the lie due to the over 24 hours delivery, and loss of sim card. the person, was arguing that I had it, because there is a picture of downstairs, with an envelop, but it was never delivered to my apartment which is clearly stated in the address. Not a shelfe downstairs. No emails, no notification they delivered this somewhere else.Need refund last month of service, and the sim card that never arrived.

  

  Business Response

  Date: 07/05/2024

  Dear ****************,
  
  On June 18th, you contacted us via email to inquire about ordering a new SIM card due to a lost phone. There was no mention of canceling or suspending the plan/service, nor did you take any action in this regard, as confirmed by our account records. On the same day, you successfully ordered a SIM card with ************** Overnight shipping, which was dispatched on June 19th and delivered on June 21st.
  
  As stated on the checkout page, ************** Overnight takes two business days for delivery. For your reference, please find the tracking number and a delivery confirmation image below:
  
  [Tracking Link](********************************************************************************************)
  
  Additionally, as per our Terms and Conditions and the port-out form, customers forfeit any existing balance or refund rights when porting out.
  
  In light of these facts, we have no grounds to consider a refund for the shipping fee or the last plan renewal.
  
  Sincerely,
  *********************************

• Initial Complaint

  Date:06/19/2024

  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.

  Regarding ********** I am writing to formally request a refund for my recent subscription under your 30-day money-back guarantee policy.I subscribed to your network services, but unfortunately, I experienced significant network issues in my area from the outset. Despite my efforts to resolve these issues through your customer support, the lack of reliable cell service persisted, leaving me without essential communication capabilities for 20 days. This situation has been highly inconvenient and has disrupted my daily activities and professional responsibilities.Given the ongoing connectivity issues, I reluctantly made the decision to port my number to a different provider in order to maintain uninterrupted cell service. My primary concern was retaining my number, which is critical for both personal and professional contacts.I understand from our previous communications that your team has denied my refund request on the grounds that I ported my number out. However, I believe this decision overlooks the core issue the network's inability to provide adequate service in my area, which is the primary reason for my dissatisfaction and subsequent action.Your 30-day money-back guarantee is designed to ensure customer satisfaction, and my experience clearly falls within the scope of this policy. I respectfully request that you reconsider my refund request in light of the challenges I faced due to your network's performance.Thank you for your attention to this matter. I look forward to a prompt and positive resolution.

  

  Business Response

  Date: 06/20/2024

  Dear *******************,
  Thank you for reaching out to us regarding your recent refund request. After carefully reviewing your account and usage history, we regret to inform you that your request for a refund cannot be granted.
  Here are the details that led to this decision:
  1. Usage Records: Up to the point of porting out, you have utilized 853 minutes of call time, sent 89 text messages, and consumed ******** MB of data. These figures indicate regular and extensive use of our services.
  2. Port Out Disclaimer: In order to gather your port out information online, you had to click and agree to the following disclaimer: "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." This clearly states that no refunds would be issued after initiating the port out process.
  3. Service Quality: We have found no evidence of any degradation in service for your line. Our records show consistent, successful usage of phone, SMS, and data services.
  4. Refund Policy: Based on the rules you were fully aware of and agreed to when requesting your port out information, we cannot process this refund. Given the amount of services used and the normality of the connection, we are unable to make an exception in this case.

  
  We appreciate your understanding and thank you for your previous use of our services.

  Should you have any further questions, please do not hesitate to reach out.
  Best regards,

  *********************************

  Tello.com
  
  

• Initial Complaint

  Date:06/12/2024

  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.

  Hi My Tello account was suspended a month ago and i wasnt the one responsible for that i tried resetting the password and i got same thing, I got an email and notification from Tello and they provided me the Case number ******** I tried everything to get my account back but they keep saying they cant provide any service to me as my account has been suspended I use my Tello for my side hustle business i honestly didnt break any terms or guidelines I would love if its fixed and remove any suspension

  

  Business Response

  Date: 06/13/2024

  Dear *******,
  
  Regrettably, we were unable to process your recent order attempts due to suspicious information associated with your account and payment details.
  
  Since the orders were not accepted, no refund is due.
  
  We prioritize transparency and security. As a precaution, your account has been suspended indefinitely.
  If you wish to change the status of your account or place a new order, we are here to assist you. Please note, it is mandatory to contact us via phone. We will need to validate certain information to safely reinstate your account access.
  
  Our customer service is available 24/7, and our experts can take your call anytime at **************.
  
  As there are no active subscriptions or numbers on your account, the current status will remain unchanged until we hear from you.
  
  Thank you for your understanding.
  
  Sincerely,
  Tello

  Customer Answer

  Date: 06/13/2024

   
  Complaint: 21838182
  
  I am rejecting this response because: They still did not restore my account back its just the same way
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 06/19/2024

  Dear customer,
  
  As there are no active numbers or subscriptions associated with your account, we are unable to remove the **** on your account at this time.
  
  Please feel free to contact us by phone so that we can verify additional details.
  
  Thank you for your understanding.
  
  Sincerely,
  Tello.com

  Customer Answer

  Date: 06/19/2024

   
  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:05/28/2024

  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.

  All of my data was STOLEN I have had over 10G since Jan. 2024 I don't make frequent phone calls and my data rolls over from month to month. I started this month with about 12 to 13G and now it's less than 491MB. When I contacted customer service I was told I only purchased 1G yes I know that I only purchased 1G to 2G per month because I still have to pay a bill each month if not the service will be disconnected, but I told them my data always rolls each month. I was told that I used the data and that's it and then the agent promptly hung up on me. I'm a senior with no one really to call there is no way I used over 12G data in 1 month! I want my account looked into and for my data to be given back to me.

  

  Business Response

  Date: 05/30/2024

  Dear *****************************,
  Following your recent renewal (Order #********) on April 30, 2024, at 10:15:19, your account reflected a total balance of ********* MB plus rollover.
  On May 25, 2024, at 11:17:48, you reported having less than 1GB of data. As of today, her current balance is ****** MB.

  
  Attached you can find the detailed usage records in order to provide clarity on the data usage sequences (attached).
  Additionally, we recommend you the following tips from Apple to help reduce cellular data usage on iPhones:
  - Turn on ******** Mode, or tap Data Mode, then choose ******** Mode. This mode pauses automatic updates and background tasks when the iPhone isnt connected to Wi-Fi.

  
  As a gesture of goodwill, we have credited your account with an additional 1GB of free data for this month.

  Please note, the data balance was corrected used and credited. If you need further assistance, don't hesitate to contact us.
  

  Customer Answer

  Date: 05/30/2024

   
  Complaint: 21770236
  
  I am rejecting this response because: After more than ******************************** with 1 GB that's not acceptable. I had that data for months and that haven't proved how I used up that much data the explanation they provided isn't making any sense. They need to provide me with at least 5 more GB
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 06/03/2024

  Dear Customer,
  Thank you for reaching out to us with your concerns.

  We would like to clarify that the data in question was utilized, not stolen. The records we provided should substantiate this usage.
  The 1GB of data we offered was intended as a goodwill gesture, rather than compensation for any issue on our end. Additionally, we have provided recommendations on how to monitor and manage data usage on your device.
  We regret that you are not satisfied with our response. However, based on the information available, we cannot provide additional data at this time.

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21770236
  
  I am rejecting this response because: Why is it that I have more than 10GB of data for more than 4 months and all of a sudden less than 1GB and I'm being told I used the data. How? Please provide me with when did I use the data and how? I am a disabled senior citizen who is at home 80% of the time and makes very few calls this is how I maintained my data for so long, but I guess someone took a look at it and decided to STEAL it, but I got something for that. I will be getting a FREE government phone and only use my IPhone for recording my videos so let's see what your explanation is for next month!!!
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/26/2024

  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 filed a complaint with the **** i do not wish to give repeat detail heres. Its simple.My cell data was throttle by Tello two weeks ago for my 35 GB data from 60 Mb/sec to 1.5Mb/sec. No rational reason was given.Stealth rules and stealth imposition to deny service. All i need is my cell phone Tello data speed restored to 4g so that i can continue to use the service And Tello needs to be more transparent about tethering data and how the customer can know how much tethered data is used in the monthly cycle and to be transparent about when or why tethering data is throttled and to reinstate Tethering at normal speeds at the start of a monthly cycle. The customer has no way to know how much tethered data is used, but there is a stealth limit not advertised. Exceeding the tethered allowance has resulted in a service i can not use. This is not per the rules.My service has been throttled for both cell and tethering data to such a slow speed that i can not use the service. A speed reduction that is effectively denial of service.No rational statement has been given and if something is wrong when the service will be returned to normal.

  

  Business Response

  Date: 04/29/2024

  Dear ******************,
  
  We sincerely apologize for any inconvenience you have experienced, and we appreciate your patience as we resolved your concerns.
  
  Upon reviewing your account, we noted that you have four lines with us at Tello. This includes two lines on ************** plans, one line on a 2GB plan, and one line without data. Before your recent inquiry, you modified one of your ************** plans to a 1GB plan.
  
  You have previously raised concerns regarding the speed of your data service. After a thorough investigation, we confirmed that all lines, including the Unlimited and 2GB plans, were operating correctly. Additionally, we want to remind you of the limitations associated with our ************** plan, as outlined in our Terms and Conditions (T&C), which state: "The Unlimited Plan is meant for using data mainly with your mobile phone. We reserve the right to limit excessive tethering/hotspot usage above 5GB. Accounts where we find excessive data usage may experience slowness in speed and/or service limitations for the current billing cycle, up to termination." For more details, please visit: *******************************************************************
  
  After a comprehensive review, we found no registered issues with your Tello lines; the services are functioning as specified in our T&C. We value your feedback regarding tethering usage and will consider it for future updates. However, we are unable to offer a refund as the services have been utilized as agreed.
  
  Thank you for your understanding.

• Initial Complaint

  Date:03/06/2024

  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.

  In short, I signed up for Tello Mobile's unlimited talk/text and data plan - with 35 GB of high-speed data then unlimited at a lower speed. I activated the account yesterday and today I checked my account to see how much data I used - and discovered I only have 100 minutes of talk time per month - which is not what I signed up for. It's odd, if you go to the Tello site, and pick one of their plans, their unlimited plan you can select 100 minutes of talk, 200 minutes and some other options before you get to unlimited talk. ************* text and data remain the same. There is only one reason to do this: try to get people to buy a plan with fewer talk minutes by mistake only to discovered they have to pay more for more talk time. Yes, I can switch the plan at the end of this month - but this kind of bait-and-switch went ouf with carnival barkers. And it's a shame a large corporaton like Tello engages in such tactics.

  

  Business Response

  Date: 03/07/2024

  Dear Mr. ******************** order number ********, placed on February 29th, 2024 at 12:47:48 PM, included 100 minutes of talk time, unlimited texting, and unlimited data.
  All our customers have complete access to their purchase history, so you can easily verify this information in the "Order History" section of his online account.
  
  It seems that you accidentally selected the wrong plan, but once you reached out to our customer service team, we promptly corrected the issue. On March 5th, 2024 at 11:40:48 AM, you contacted us via chat to report that you intended to sign up for ************* everything plan, not the 100 minutes plan.
  By March 5th, 2024 at 12:11:46 PM, your incorrect order had been fully refunded, and your desired plan was activated.
  
  At Tello, we pride ourselves on resolving customer issues quickly and efficiently. We assure you that we do not engage in any deceptive practices or take advantage of our customers.
  
  Furthermore, offering customizable plans, flexibility, and competitive pricing are standard practices at Tello.

  We firmly believe in providing our customers with the freedom to build their own plans to best suit their needs.

  Please let us know if you need assistance with any other information!
  

  Customer Answer

  Date: 03/07/2024

   
  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. Sorry for the trouble.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:02/23/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a service with tello mobile and monthly payment is taken through my account. On February 6th they took $10.72 and they sent me a bill that my payment is past due. On February 10 I made a payment of $9.67. When I checked my account I discovered they had already took the monthly payment. When I disputed the charges they suspended my account.I have paid for the service but I cannot use it.

  

  Business Response

  Date: 02/28/2024

  Hi *****, one of our representatives already contacted you and provided you assistance with your complaint.
  
  We believe your account is now in order, please let us know if you need anything else.
  
  We will be happy to help!

  Customer Answer

  Date: 02/28/2024

   
  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:02/20/2024

  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 contacted Tello without resolution about service issues. When I signed up, I ask if there was any settings I needed to adjust and was told I did not. Since then, I have been given new network settings 3 different times. The following issues persist:- When talking to someone, I loose them. The call doesn't drop, there simply is no communication to or from the other person.- Network drops out at random. I can't call, text (SMS or MMS, or use data. - Recently I had to restart my phone literally 20 times. I need to keep the landline free for troubleshooting by the phone company and I'd restart, get a signal and then within a couple minutes completely loose signal. Sometimes I have a signal, no LTE, but I can't do anything with the phone. I'm told there's no carrier. VoIP does not work. - I managed to get ahold of Tello support having to use the landline and having no data on the phone. That was the 3rd set of network settings given to me. That lasted all of 24 hours and the problem occurred again.My wife has these same troubles too on a different phone too.I requested consideration multiple times but my requests were completely ignored. I requested these issues be escalated to management. Nobody ever contacted me.We were on a different carrier that had been bought out so we switched to Tello as it had been recommended. We never had these ongoing issues on our old carrier. When we did have the occasional issue, they were quickly resolved.The last case #s (from e-mail) were ******** and ********. 881 was the original ticket which they closed out without solving the issue. Tello claimed there was a tower outage in my area and later said it had been resolved. That made no sense. If there was a tower outage I wouldn't had ANY signal. That would mean there are cell towers out in multiple areas since this occurs in different geographic areas.

  

  Business Response

  Date: 02/22/2024

  Dear *******************,

  We sincerely apologize for the ongoing challenges you've encountered with our service. Your satisfaction is very important to us, and from the moment you initially raised these concerns, our dedicated team has diligently pursued resolution options. Through exhaustive internal investigations, troubleshooting endeavors, and collaborative efforts with our network provider, we have strived to address the issues you reported comprehensively. Regrettably, despite our proactive measures, we have not received any communication from your end since September 2023, which hindered our ability to pursue the matter further.
  
  Given the recurrence of issues you're experiencing, one of our representatives has reached out to you to gather essential details.

  This will enable us to conduct a thorough review and identify the optimal solution to rectify the situation.

  Furthermore, we are committed to providing appropriate compensation for any inconvenience caused.

  Your feedback and cooperation are invaluable as we endeavor to enhance your experience and ensure seamless service delivery.

• Initial Complaint

  Date:02/09/2024

  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 recently downgraded the service for Tello from the $30 service to the basic, $5 service. Tello decided to retaliate by claiming I performed a chargeback from a card ending in **** (for which I cannot locate and do not have access to) and is preventing me from accessing the cellular service I have paid for. I have reported Tello, Spectrum previously for security and fraud issues to the *** ********, ticket no. *******, and recently DCA CIC-_CU-20240205-67429. The phone number ends in ****. In addition, I am having issues with contacting CreditOne (AGAIN, I reported them previously) and CapitalOne (about to report them) phone services to determine the card used that Tello is claiming was used. I consistently have issues with these "call centers" as I am 90% of the time dealing with an angry "Indian" man. There shouldn't be an issue with this again, I am assuming, obvious fact except when these "phone reps" ******** and purposely defraud people (maybe even specifically women?) in the US from utilizing basic services like credit cards, banking services, phone services, and make customer support lines as difficult as possible to communicate with. It is only a level of discontent that an ugly man would level at woman that can be experienced through calling and speaking with these "reps". I am beginning to think it is best to boycott companies that contract with these call centers and "customer support representatives", as their only purpose and seemingly personal goal now is to prevent ease of access to simple services and simple solutions. Now Tello is demanding 3 months worth of billing for a chargeback that never occurred. I will not be paying this fee. And I am having no luck in finding the card that they are claiming a chargeback with.

  

  Business Response

  Date: 02/12/2024

  Dear valued customer,
  We hope this message finds you well. Our team has diligently examined and assessed the activity on your account, meticulously reviewing all interactions therein.

  It is important to note that throughout our engagement with you, our dedicated Support Team has consistently offered professional and precise assistance, striving to address your queries and concerns to the best of our ability.
  Regrettably, despite our ******* endeavors to provide support, we encountered challenges stemming from unreasonable responses and demands, coupled with a reluctance to collaborate on your part. Despite our repeated attempts to engage in meaningful dialogue, we faced difficulties in reaching a mutually satisfactory resolution.
  In light of the aforementioned disputes surrounding your orders with us, it became necessary to temporarily suspend access to your account and services. However, upon your indication of the desire to transfer your number elsewhere, we promptly restored account access. Furthermore, as a token of goodwill, we have reinstated the remaining balance, notwithstanding the ongoing dispute, allowing you to utilize it until the conclusion of the billing cycle corresponding to your last plan purchase.
  It is with a degree of regret that we must inform you that following the aforementioned billing cycle, we will no longer be in a position to extend our services to you.

  We sincerely appreciate your past patronage and regret any inconvenience this may cause.

  Should you have any further inquiries or require assistance, please do not hesitate to reach out to us.

• Initial Complaint

  Date:01/26/2024

  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 am filing complaint for my parents. ****** and ********************************* address **********************************************. A couple in their 80's. They have not had phone service for almost a month. Called over and over . Send someone out their for a few minutes and leave. Nothing gets done. Called again wait another day. Same pattern over and over again. Doctors can not call. Specialist can not call. In an emergency they can not call anyone. Very concerning. Asked to talk to someone higher above in company we can't give you that information. 1- 25 called back at 4:30 asked about what going on. It not 5 yet call back later. Was not fixed called back 5:15 could not give me information when going to be fixed. Called today no new information. Phone still not working.

  

  Business Response

  Date: 01/29/2024

  Dear *****,

  Regrettably, based on the details you furnished, we encountered difficulty in locating any corresponding account. To facilitate a more thorough investigation, could you kindly offer us additional information such as the Tello number, registered email, or the name associated with the account?

  This supplementary information will enable us to pinpoint the specific account in question and conduct a more comprehensive assessment. Your cooperation in providing these details will greatly assist us in resolving the matter effectively and efficiently.

   

  Thank you for your understanding!