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:04/12/2023

  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.

  Contacted Tello by message today concerning Unlimited plan data slowed down.The customer service rep. disconnected the conversation after pointing out "Unlimited" has fine print stating it is is limited to 25GB. That placed me in a situation I was requesting their help to correct. I can go along with 25 GB being called "Unlimited" in todays unethical market, I can go along with limiting my teenager to "limited" data, but I cannot go along with the lack of customer service by disconnecting our messaging conversation while I was attempting to resolve this with their help. Pooooooor ***********************

  

  Business Response

  Date: 04/18/2023

  Hi *****!

  We apologize for the inconvenience. We can assure you that Customer Support did not close the conversation; by checking our records, we see that the chat session expired after you were provided correct and accurate information. We have also added 2GB to your line, as courtesy.

  Please remember, you can always renew the plan or buy PAYG credit as back up whenever you run out of data.
  

• Initial Complaint

  Date:04/08/2023

  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 account was frozen By the company i am trying to to port my numbers but no one in support is answearing to me ************ ************ my old pin dosnt work please help

  

  Business Response

  Date: 04/11/2023

  Dear customer,

  Based on our Terms and Conditions: "We reserve the right to add new types of uses we consider unacceptable. We also reserve the right to act immediately and without notice to restrict, suspend, or terminate your use of the Service in case you have disregarded the rules above. But the list of permitted uses is so broad and generous, that you dont need to worry. In fact, the unacceptable uses usually conflict with applicable law, so we are also trying to protect you against legal problems."

  By looking into your history with our company we can see you registered over 25 total port ins followed by almost immediate port outs.
  At the moment, you have 2 lines active with us, *********** & ***********, but we will keep our right to act according to our published policies.
  
  As of today, the account access has been reinstated, however, please note that no further orders will be accepted in this account.

  Please let us know if you need any extra details on this case.
  

  
  

• Initial Complaint

  Date:02/23/2023

  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 began service with Tello in August, 2022. I've purchased the $29 ************** plan every month. Each month I've noticed some connectivity issues towards the end of the cycle. I just discovered last month that the high speed data is capped at 25GB each month. After that your speed is slowed to 2G. This was not disclosed when I purchased service. In addition, Tello does not tell you when you are approaching your high speed data limit. The only way to find out is to check in your account, where there is a very small notice stating, "Your data speed has been slowed to 2G. Because most apps require higher than 3G speeds, in effect I have no usable data after 25GB. I was unable to schedule an Uber and was left stranded due to this practice.The company also aggressively pushes their referral program. If you refer a friend, you both get $10 in Tello Bucks. They don't disclose that the bucks can only be used if your purchase equals $10 exactly. You find that out via email after you receive them. I could not even purchase the 1GB plan, because it was over $10 once taxes and fees were added.This company is highly unethical. I will not be renewing my service after the current cycle.

  

  Business Response

  Date: 03/01/2023

  Dear customer,

   

  Thank you for your patience!

  The unlimited Data plan offers 25GB of high speed Data. Once the balance is used up, the speed is slowed down to 2G. This aspect is mentioned in various places on our website: ********** ************ as well as the Plans page.

  When accessing the Plans page and selecting the ************** + Unlimited Minutes Plan on the website, right beneath the I want this Plan button, the information displayed is: The unlimited data plan offers 25GB 4G LTE/5G. All data plans come with unlimited 2G data after you've used your 4G LTE/5G balance.
  You can use Tello Dollars to make purchases, as long as the balance covers the entire amount for the Plan that you wish to purchase. Therefore, if you have 10 Tello Dollars, you can get any Plan that does not exceed $10, including the $10 Plan; otherwise, the option to pay using Tello Dollars would not be displayed on the Checkout page. For any questions, our Support Team is available 24/7!

  Customer Answer

  Date: 03/02/2023

   
  Complaint: 19454306
  
  I am rejecting this response because:
  When purchasing a plan, which claims to unlimited, in effect it is not unlimited at all. As no apps or websites run at 2G speeds, remaining data is unusable. Because of taxes, 10 in Tello bucks are useless. I tried to purchase the $10 plan, but was not given the option to use the bucks. Your company is highly unethical. I will be reporting your practices to the **** Your only legal option is to refund me the cost of my plan.

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

  

  Business Response

  Date: 03/03/2023

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

  Indeed, our website is showing tax for orders with Tello Dollars, but this can be considered a glitch. Once you proceed with the payment, you will not be charged tax.
  
  Regarding the unlimited plan features, our website is clear and states: "All **** plans come with unlimited 2G **** after you've used your 4G LTE/5G balance". We never hid the fact that the plan is throttled down to 2G. This info is listed on the plans page, in our *********** and in our Terms and Conditions.
  
  We're sorry if Tello might not be the right fit for you, but there is nothing we can do at this point for this case.
  
  Thank you for your understanding!
  

  Customer Answer

  Date: 03/06/2023

   
  Complaint: 19454306
  
  I am rejecting this response because:
  

  There is no way to bypass their payment "glitch". I will be filing a complaint with the FCC.

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

• Initial Complaint

  Date:02/18/2023

  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 have, for the last 3 months continuously received no voice service messages from this provider, who cannot expand why!! This phone is out life line... Even while talking to the doctors, the line goes dead and when they try to call back they are told our number is out of service!! $20 a month is no deal when you have no service!!!!!

  

  Business Response

  Date: 02/20/2023

  Dear customer,

  Based on our records we can see you contacted us in January to report service issues with your first line. Since then, there have been several back-and-forth calls/emails between your and our Customer Support team.
  Our investigation so far shows that the issue is sporadic, plus the issue was reported to our Tech Support team which is currently looking into it. We are right now waiting for further troubleshooting steps.
  
  Shortly after the first number was reported, you also reported the issue for the second number. Moreover, for this second line, we have not received any further complaints from
  you after you were provided with troubleshooting steps. This obviously made us assume the situation with the second phone number was fixed.
  
  We are currently waiting for our Tech Support team to provide updates regarding the first-line issues. Lastly, we will proceed to refund for your last month
  renewals (Jan-Feb), as a compensation but also to show that we appreciate
  your collaboration through the investigation process.
  
  Thank you for your understanding and let me know if you require further information.
  

  Customer Answer

  Date: 02/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I DO, HOWEVER, STILL WANT MY LINE(S) FIXED, SO THAT THEY DO NOT DISCONNECT! THANK YOU.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/01/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a phone and a plan with Tello in March last year. I stopped the service in August and then this week I tried to reactive the same phone with the same company and now they're telling me the phone is not compatible with their company. They sold me the phone, how can it be no longer compatible with the same company? Does this mean that if I had continued the service through now, I would have had to buy a new device to keep the service going? It is a terrible business model. They just offered me a $50 discount to buy a new phone. This was their response:"Dear ******,Thank you for choosing Tello.This is to confirm that the offer from **** is no longer available, however, we are willing to offer a $50 discount coupon so he can purchase another device.The coupon can be used to purchase any device before 02/28/2023.Please let us know your decision.We appreciate your understanding."There has to be a warning for people letting them know that the devices won't work but for a few months only, apparently. I'm completely appalled and upset in regards to this ridiculous situation.

  

  Business Response

  Date: 02/02/2023

  Dear *****,

  We're sorry for the inconvenience!

  Based on our records, you bought from our Tello.com website an ** Stylo 5 - Refurbished in March 2022, which was prior to the 3G shutdown, when the phone was compatible with our service.
  Before June 2022 (the 3G shutdown deadline), we notified all customers via emails, texts, banner and blog articles. Moreover, before the month of June we offered you a free compatible device because your ** Stylo 5 did not support VoLTE.
  Unfortunately, at that time you chose not to receive the free device and let your ********************** service get deactivated.
  
  Starting July 2022, the ** Stylo 5 is no longer compatible as 3G was shutdown for all our users.
  This is why, as a courtesy, we are now willing to offer you a $50 discount coupon for any device that you want to purchase from our website. Alternatively, you can always bring to Tello another compatible device (one that you already have, or a new one from another seller).
  
  The issue with the 3G shutdown is an isolated event. It surely doesn't mean that after a few months, a new device will not be compatible.

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

  Customer Answer

  Date: 02/02/2023

  I would like to see copies and other proof that they indeed attempted to contact me in different ways to.inform of said change. ***** alleged change took.place not even 3 months after purchasing the phone. Why would a customer think that after buying an equipment, the network would shut down 3 months later, especially when the phone was still operational and we were still using it. I have the right to know what PERSONALIZED messages and phone calls were given to me directly as a customer affected by this "shutting down" that could potentially have put at risk by having no service in case of emergencies or something of the sort. I never read or saw anything in regards of this new information, than I could recall. Thanks. 

  

  Business Response

  Date: 02/09/2023

  Dear  **************,

  Based on our internal records we can see we sent 2 SMS notifications to your mobile number:
  - one on 05/16/2022 with the message: "The device used on this ********************** line does not support LTE or VoLTE. Get a new VoLTE device to be able to use Tello services after June 30, 2022."
  - the second one on 06/22/2022 with the message "Tello: Hey, we have some important news about your ** Stylo and the upcoming 3G Shutdown. Check your email."

  Consequently, there were also two emails sent to the email address registered with your Tello account:
  - one on 06/22/2022: and the content is attached
  - the second one on 07/01/2022: and the content is also attached

  
  Besides the emails and SMS notifications, there were also blog articles for the 3G shutdown that were published on our site and shared on social media profiles:

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

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

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

   

   

• Initial Complaint

  Date:01/19/2023

  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 bought a sim card from Tello and, following the advice on their site and from their telephone reps, bought a compatible phone (a ***** 225). When I tried the sim in the phone, however, it didn't work - I called Tello and they told me that in fact they'd been having problems with that particular phone and that it wouldn't work. I returned the phone.A few months later I was still looking for a phone and called Tello again to see what would be compatible. They told me that the problems with the ***** 225 had been resolved, so I bought another one ($40.93). To my surprise I had problems again (calls not going through; calls dropped). I called Tello and after many calls - plus a call to ***** - discovered that the phone is not, in fact compatible (the Tello reps acknowledged that their network needs VoLTE, which the phone doesn't have; ***** reps ******** that the phone is not compatible).So I'm out of pocket for both the phone, and the credit that I've bought so far from Tello. What concerns me even more is the misinformation that I've received from their site and their reps. ***** response has been to offer me a $10.77 refund for my last top-up, which is not satisfactory. I would expect at least to be credited for the value of the phone that I bought, on their advice, which is incompatible with their service.I'm attaching the email I got from *****, with the receipt for the phone.

  

  Business Response

  Date: 01/25/2023

  Dear customer,

  We apologize for the inconveniences.

  Regarding your dropped calls:
  - We understand that you not might have not been able to enjoy our services to their fullest, keeping in mind the phone was never able to connect to VoLTE and all your registered calls are going through 2G (Basic network type). However, you definitely used our services for calling and texting on a regular basis. What's more important, we have a list of records to show it. Based on this info, we can see that you were provided a $10 dollar refund in order to compensate  you for the sporadic issues you suffered. At some point, our agents also granted you a 30% discount coupon and gifted $5 dollars towards your PAYG balance. Taking this into account, and having in mind the fuctionality of the phone is not our responsability, there is nothing else we can do for you.
  
  Regarding your ***** 225's compatibility:
  - As stated in your phone specs, the device works on the following carriers: Boost, Go Talk, **************** Under the logic that we are a ******** MVNO, all phones working on ******** will also work with Tello, aside from the fact that we have several 225s registered and working properly. It is safe to state Tello was only truthful when we stated the ***** 225 models are a go on our website. Due to the aforementioned, from our perspective and in addition to the high amount of minutes and text shown on this customer's records, we can not provide any further refund, even less take responsibility for a phone the customer purchased, especially given that the customer still has time to return the unit to the original maker. According to the screenshots the customer shared: "By following this link, you will be able to fill in a form. Once you finish, you will receive a prepaid label, so you can send the phone by packaging services to our service center. You will be able to see the estimated time for you to receive it as well. Please have in mind your device is still under warranty. If you have any other questions regarding this service please let us know, we will be more than glad to assist you further."
  
  If you have any other questions regarding this service, please let us know, we will be more than glad to assist you further.

   

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

  Communication Manager
  
  
  

• Initial Complaint

  Date:01/10/2023

  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 have been attempting to port my business phone number out of Tello with the assistance of my new service provider Ooma since December 19, 2022. The request has been denied now 6-7 times not because of incorrect/incomplete information that Tello is receiving. I am providing the correct information to Ooma. Ooma is providing complete and correct information to Tello. I can assure you with 100% confidence that all the correct information is being provided. I can show screenshots of the process upon request. I have learned from multiple calls to customer service and supervisors that there seems to be a mismatch in the software between Tello and Ooma which is not delivering part of the required porting information. In particular, I have been told over and over again by Tello customer service that the First Name and Last Name are blank. All the rest of the information is correct. No one is doing anything wrong. It is a computer glitch and Tello has an automatic process that accepts / denies porting requests. Since Tello is a 3rd party provider on the ******** network I have been told by Tello that ******** is the one that can manually approve these requests. Tello has told me at least 2 times now that they have elevated the case to their network provider, ********, but the request is still denied. I believe this request has to be MANUALLY approved. This porting request has to be completed by January 13, 2023 or Tello will charge me for another month of service which I cannot use. If I cancel the service I lose my business phone number. I have had this business phone number since 2009 and it is well-known by colleagues. I do not wish to change it because Tello wants to hold it for some unknown reason. My business has been handicapped now for almost a month because Tello is holding my main office line in limbo. The Tello phone setup is essentially unusable due to sound quality. It has been unplugged since January 5th.

  

  Business Response

  Date: 01/11/2023

  Hello *******! We apologize for the inconvenience with the transfer of your number to a new provider. 
  As you also mentioned, we have been investigating this on our side and also with our network provider. 
  Unfortunately, this is still under investigation, and we assure you that we are doing everything we can to solve this as soon as possible.  
  We will get back to you, directly, as soon as we have any updates.

  Customer Answer

  Date: 01/12/2023

  Thank you for your prompt contact and relaying Tello's response.  The response from Tello is a lot of the same rhetoric I have heard already.  They are working on it... supposedly.  It has been elevated to their network provider... supposedly.  Then we wait a few days (I assume to try to diffuse the situation) and Tello responded that the porting request was rejected anyway.  This specific situation has played out 2x for me already.  I don't consider the situation resolved until the number is actually ported over and in the hands of Ooma, our new phone service provider.  I will wait and be patient, but I am not a fool.  I would prefer to keep this case open.  Thank you.  

  

  Business Response

  Date: 01/18/2023

  Hello *******! When multiple teams are involved, it may seem that the process drags out and the same answer is provided.

  However, we can assure you that the situation is under investigation and our CS Team will keep you updated until the outcome is the desired one.

  We appreciate your patience on this matter.

  Customer Answer

  Date: 01/20/2023

   
  Better Business Bureau:
  
  The porting of the number was completed today.  The phone number in question is now in the hands of my new service provider, Ooma. I will mark this case closed, but I want the BBB to know that the resolution was not as simple as Tello made it seem that I was being impatient as the process "dragged on". 

  I was not being heard as a customer.  I would call ********************** and get a different representative each time who would tell me the same scripted response to a porting problem.  I had to ask for a supervisor and eventually got *******  ****** assured me that the case was being elevated and this was the first time I got a case number from Tello.  After patiently waiting a few days, the porting request was again rejected. I called back furious that it was rejected again and luckily got a customer service representative that had dealt with porting between mobile and landline service providers in the past.  He explained that often times there are mismatches with the porting software.  In this case, the request has to be manually approved.  He was the one to elevate it to ******** since Tello is a 3rd party carrier on the ******** network.  My patience had run very thin at this point which is understandable as this was almost a month since the process was started.  I nudged the Tello case ID again and they told me my service would be interrupted but things were being taken care of.  I assumed they were transferring the line to T-Moble and working their behind the scenes magic.  A few days later they told me to cancel the porting request, wait for their email and then resubmit with new information including a new Service ID # and PIN #.  It went thru successfully within minutes.  

  I think I counted that the porting request was rejected a total of 8-9 times.  I, as a customer, had to become involved on multiple occasions.  More than I wanted and this is why I started the BBB complaint.  I pity the next person that gets caught between Tello and a landline porting request.  It was the worst experience and I regret testing out the Tello service.  In lieu of ripping them apart in online surveys and on social media am airing my grievances here.  

  Aside from all that, 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:01/02/2023

  Type:Delivery 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.

  Paid 29 dollars for unlimited everything. Received unlimited everything except only 300 minutes because I didn't toggle the minute bar to unlimited when I picked the 29 dollar plan. These two differences cost the same. I have the right mind not to file a big fat lawsuit for the company creating the impression that I am receiving one thing, and receiving something else.

  

  Business Response

  Date: 01/03/2023

  Hello *******! The cost of the ************** Plan is the same, regardless of the amount of minutes you choose. We can see that you selected 300 minutes instead of the unlimited minutes when you purchased the Plan. However, as a courtesy, we adjusted the amount of minutes for the current billing cycle. You can check the current balance in your online account.

  
  To be able to have unlimited minutes for the future billing cycles, as well, please change your Plan BEFORE the next billing date.
  
  Please note that there is no option to change your plan and for it to take effect on the next billing cycle. You will be charged on the spot for the new Plan and renewal will be in 30 days' time since that particular date. Therefore, if you want the new Plan to take effect towards the end of this billing cycle, you need to change your plan the day before your next due billing date.

   

  Please let us know if everything is clear or if you need any extra assistance on this matter.
  

  Customer Answer

  Date: 01/03/2023

   
  Complaint: 18673391
  
  I am rejecting this response because:
  

  I shouldn't have to do anything except pay the money in order to receive the plan that I paid for.  I was on the phone with the ******************************************************* 15 minutes of phone time for 15 minutes of my time.  There are people.who would have allowed theirselves to be rebilled due to the IT mistake (was it?) and this is the recommendation that was given on the phone.  Between this and the complaint I gave a few days ago, this list of things is basically pretty much straight up unacceptable.

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

  

  Business Response

  Date: 01/04/2023

  Hello *******!

  By checking your account we can see that you initially purchased the Plan with unlimited Data, unlimited text and 300 minutes in November.
  There were no technical issues on our side when you placed the order because that is the Plan you selected. As a courtesy, your minutes balance was adjusted twice, so that you don't run out of minutes until the next billing date (you can check the total amount of services that you have in your online account).
  However, as you initially chose the Plan that includes 300 minutes, to be able to have unlimited minutes starting with the next billing date, please change your Plan before it automatically renews.
  Please note that there is no option to change your plan and for it to take effect on the next billing cycle. You will be charged on the spot for the new Plan and renewal will be in 30 days' time since that particular date.
  If you want the new Plan to take effect toward the end of this billing cycle, you need to change your plan the day before your next due billing date.

  Customer Answer

  Date: 01/04/2023

   
  Complaint: 18673391
  
  I am rejecting this response because:
  

  Fix the bug.

   

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

• Initial Complaint

  Date:12/30/2022

  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 suspended my wireless account. I am not able to log in my account. I have contacetd them, wanted to port my numbers out. But they refused to provide port out information.

  

  Business Response

  Date: 01/03/2023

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

  We're sorry for the inconvenience! Based on our records we can see our Customer Support representatives contacted you and you were able to access your account and therefore obtain the port out information for your numbers.

  Please note, that due to security reasons, we do not provide any port out info by email, customers have access to them in their online account.
  Please let us know if you need assistance with anything else.
  
  

• Initial Complaint

  Date:12/18/2022

  Type:Order 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.

  There is not a full list of contract terms available for review unless perhaps you called the company and asked them to mail you them. There is nowhere on the entire mobile site that specifies the 10GB tethering limit. I have the right mind not to collect a mirror snapshot of the mobile site and go down to the federal courthouse and file a tort for false advertising. I believe that I am saving society somewhere in the ballpark of 100k to 10 million dollars just by filing this complaint. Lawyers hate that.

  

  Business Response

  Date: 12/19/2022

  Dear *******,

  We're sorry if you think our website is not clear enough. Still our Terms & Conditions clearly explain the limitations of our ************** Plan: https://tello.com/terms#paragraph_national_bundles.

  Here is the text as listed on our website: "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."
  

  While we do understand that at times our customers might have the need to share their mobile data with a different device (tethering/hotspot), by no means is the Tello ************** plan meant to replace, permanently or temporarily, broadband internet. Customers with an ************** plan, who exceed 5 GB of tethered/hotspot data during a billing cycle, will experience primarily slowness in tethering/hotspot speed for the current billing cycle. The speed of non-tethered traffic will not be impacted.

  We apologize for any inconvenience, we're here if you have other questions.