Complaints

This profile includes complaints for iTalkBB Canada's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  iTalkBB Canada

  140 Allstate Pkwy Suite 102 Markham, ON L3R 5Y8

  
• 

  iTalkBB Canada

  160 13071 Vanier Pl Richmond, BC V6V 2J1

• 

  iTalkBB Canada

  2400 3700 No 3 Rd Richmond, BC V6X 3X2

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:10/08/2023

  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.

  On June 2, 2023, I've received a call from iTalkBB telling me of a promotion for home security cameras that cost $10 a month each. Before this, I have received calls about this deal along with favorable conditions like simple cancelation (not true) and no installation fees (at least this is true). I ordered 2 at that time but today, I have called to return one of the cameras as it is not needed anymore. However, I have been informed that I will need to pay $ 167 CAD for early termination of a 2-year contact. At no time during the call where I ordered the cameras or during the installation was the contact term mentioned to me, but they said that the terms is on the email for the order. The terms were in a small link at the bottom of the email (to their website which they can change anytime) and at no time was I reminded to read the terms or even know that they exist until the call today. Moreover, the email was sent after I have ordered the cameras, so I had no access to the terms until after I ordered! In the call today, they said that failure to read the terms is my fault and they refuse to cancel the early termination fee. I have told them that I will be contacting BBB about their behavior, and they have not made any steps to fix this issue. Can this hidden fee be removed, and can you make iTalkBB contact the consumers about the termination fee before the cameras are ordered? Moreover, their online site (https://***********************************) for ordering also does not contain info on the termination fees. Can you make them add this info at an easily accessible place before more consumers fall into this trap?

  Business Response

  Date: 10/08/2023

  Hi Dear ***,

  I have been asking iTalkBB Cancel Department review your case again.

  You may follow up your case (ticket ID:*******) by calling out customer service hot line 18774825503.

  Let me know if you had any concerns.

   

  Fred W
  

  Customer Answer

  Date: 15/08/2023

  
  Complaint: ********
  
  There has been an agreement to allow me to return the security camera. However, the complaint is left open because I do not know if I will be charged for the return or not. Once the return is successful, I will close the case.
  
  Sincerely,
  
  **** **** ***

  Business Response

  Date: 31/08/2023

  Hi Mr. ***,
  

  I checked the system records. On August 13, our customer service contacted you, and your service was treated as no contract, and penalty were waived,you will not be charged extra. After we receive your returned device on the 21st, we are processing the cancellation normally.
  

  Let me know if you had any concerns.

  Fred

• Initial Complaint

  Date:09/08/2023

  Type:Customer Service 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.

  We got into a two year contract for home surveillance service on this January at the iTalkBB branch at **** ******** *** Coquitlam BC. We find that the surveillance was intermittent, failing to capture the courier twice. Then on 19th one of the camera was down. We went to the branch shop, called customer service, email tech support all without avail. It has been more than a week now still waiting for somebody to contact us as we've been told. Not a clue when the problem can be fixed. The waiting is frustrating and the service is disappointing. We would like to know what is our right as a consumer and what else can we do other than keep calling/writing to them. We just want a service that is actually working. Of course in the mean time we are still being charged the monthly fee. Just hope if you can pressure them to get the repair done. Thank you.

  Business Response

  Date: 09/08/2023

  Hi Dear On luen Ng,

  Thank you for letting us know about the technical problems you encountered. Our system records show that after replacing the device on Aug 8, the problem has been resloved. But I still let technical department to confirm that the technical problem has not occurred again.

  You may follow up the new technical ticket: ******* by calling our customer service hot line 1**********.

  Please let me know if you had any other concerns

  Fred W.
  

  Customer Answer

  Date: 09/08/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is acceptable though unsatisfactory since it has been taking too long to fix. We received a phone message on 30th (Sunday) to call their Richmond office which we did and then we were told to go there to pick up a new camera. We requested if they can courier it to the Coquitlam shop which is way closer for us but they say they cannot. So we have to drive all the way to Richmond on 2nd (Wednesday) to pick up the new camera and hook up the system ourselves. The fact is we've sent them the error code five times which they should well aware of the problem and replace the camera way sooner. As I've said before the service is really disappointing. 
  
  Sincerely,
  
  ******* **

• Initial Complaint

  Date:27/06/2023

  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.

  When we purchase ItlakBB App. the web site shows "Messaging Unlimited SMS between Canada and the U.S. " now they limit only 300 text message per month. It's ****s. https://**********************************************************************************************************************************************************

  Business Response

  Date: 04/07/2023

  Hi Mr. **,

  I apologize for any confusion and dissatisfaction caused by the service. We understand that you may have misunderstood the promotional information on our website regarding "unlimited texting between Canada and the United States."

  However, according to our terms and conditions(https://***************************************), we do have limitations on the number of messages and recipients under specific conditions: "if a Customer’s outbound texting exceeds 300 SMS/MMS messages AND those messages are sent to more than 30 recipients per monthly billing cycle iTalkBB may suspend or terminate your service to enforce this Reasonable Residential Use Policy for texting." we may suspend or terminate your service.

  If you have any further questions, please feel free to contact me via email. My email address: ****@*******.com

  **** ***
  
  

  Customer Answer

  Date: 04/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The limit message not the unlimited messages on you website shows, you should change the wording on website don't ***** to customer and said customer misunderstood the message information. The True is Italkbb message are not unlimited why you **** customer use Italkbb and force customer signed 14 months contract?

  Do you think your buessiness will be longer?

   

  Sincerely,
  
  ***** **

  Business Response

  Date: 10/07/2023

  Hi Mr. **,

  In general, iTalkBB has the prerogative to set restrictions and contract terms in accordance with business models and strategies. These limitations and terms can differ based on factors such as market demand, service provider costs, and other considerations. It is advisable to thoroughly review the terms and conditions and engage in open communication with the provider prior to making a decision or signing a contract. This will ensure a comprehensive understanding of all pertinent details and any service limitations.

  Currently, I suggest contacting our customer service (1877482 5503) to see if there is a better solution available.

  **** ***

   

• Initial Complaint

  Date:19/04/2023

  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.

  My husband agreed to replace with a new TV box in 2018 after a telephone call from ITALKBB telemarketing. And we returned the old box after received the new one. But ITALKBB Keep charging us 2 boxes’ fee till now. We try to reach ITALKBB to negotiate the refund of the extra charge, however, they said they can not do the refund, We are angry about they have done: 1. The telemarketing was misleading us, when they persuaded us to use a new TV box, they were avoiding giving us clear instructions of when and how to cancel and return the old one, otherwise extra charge would be emerged; 2. We returned the old TV box in their store when we received the new one, but they still keep charging us. Even though they had record to show that the old box have not been using since 2018. ITALKBB mistakenly have charged us for the old TV box since 2018, which was returned in 2018, more than 300 dollars.After contact with ITALKBB with no results, we decide to complain they and is seeking to get our lost back.

  Business Response

  Date: 24/04/2023

  Hi Ms. **,
  
  Thank you for notifying us about this issue. As we just discussed, iTalkBB is working on your case. You can also contact us at any time to follow up your case.

  Fred

  Customer Answer

  Date: 24/04/2023

  
  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. The case can be closed once the refunded is received. 
  

  Than you so much!
  
  Sincerely,
  
  ********* **

• Initial Complaint

  Date:14/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In Nov 2021,I was Solisdated by iTalk salesperson who offered me by cross selling that would not increasing monthly fee from $21 to $31 with adding a TV service to my phoneline for one year for 59.99 .I expressed to him that I don't watch Chinese TV and it was useless to my family. but he told me that I can cancel anytime and they will not charge me after one year if I do not renew it. I usually seldom to check my credit card account .To my surprised I find my credit card today has been charged $59.99 on Nov 2022 without my consent or permission (Feb10 2023.). I called their customer service and was direct to cancellation service. I asked them to check what is amount for and requested fully refund because it was unauthorized but charged bt them without my consent ,however, after 30 minutes argument with a female service staff( who's working number is ******) ,who SIMPLY refuse to my request. I believes the practice of this cross selling by ITALKBB ** *** ******** *** IS MISLEADING CUSTOMER , ITALKBB ALSO ABUSE MY CREDIT CARDS automatically took MONEY FROM MY CREDIT CQARD WITHOUT MY CONSENT. it seems they do not even try to correct their mistake by refunding the money that they should not earn and not entitle to. I hope their management will seriously consider my c***m and correct the mistake by refund credit card charge mentioned above .

  Business Response

  Date: 21/02/2023

  Hi Mr. ***,

  Thank you for bringing your concerns to us.

  The TV service is registered by a call from one of our sales representatives in November 2021. You may contact our customer service hot line to listen to the sales recording, which can help you confirm the sales and contract detail. In addition, iTalkBB have sent you two Chinese TV Service Renewal Notice emails to let you know of the next cycle of TV charges in October 2022.

  If you have other questions, please feel free to contact us.

  Fred

• Initial Complaint

  Date:09/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Phone number: ********** Overcharged for no reason. Date of transaction: In November 2022, I was suddenly overcharged, from $28/per month to $35/per month. At the same time, without my consent, $59 was charged for cable TV from my account. The above behaviors have not been notified before the payment is received, nor has the owner of the phone number agreed. I immediately called ItalkBB to inquire about this matter. italkBB customer service said it was a verbal agreement. I asked ItalkBB to provide a recording of the conversation and cancel the unreasonable charges. ItalkBB neither provided the recording nor canceled it. Until now there is no solution I demand the cancellation of this ******* contract and the refund of all ********* collected monies. At the same time, I request to change this phone number to another plan. Thank you very much.

  Business Response

  Date: 12/01/2023

  Hi ****,

  Your monthly phone bill has returned to its original price since your previous discount has expired.
  The $59.99 fee is an annual fee for the TV, billed once a year. I found that you have already contacted our customer service on Dec 03,2022 for TV account, and the customer service also provided a solution that you satisfied.
  As for sales recordings, you can contact our customer service to listen. We do not allow internal recordings to be uploaded to third-party sites.

  Please contact me any time if you had any concern.

   

  Fred

  Customer Answer

  Date: 13/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:**** ** * **** I never agreed with any of the situations you mentioned, please submit the full recording of the conversation to the BBB.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 28/01/2023

  Hi *****

  I am more than willing to explain clearly the services you have signed with us.
  We verified the recording: you called us on September 16, 2021, and renewed the new plan, and at the same time received a promotion price for the first year of the new contract. In the second year of the contract, the discount ends, which is why, your bill returns to the original price.
  We are willing to provide you with the recording , we need you to contact our customer service hot line. Our agents will play the recording for you.
  Regards,
  Fred W