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:03/07/2025

  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.

  Dear [BBB],I am reaching out regarding my TikTok account ban. I believe the ban may have been a misunderstanding stemming from a debate I participated in. I want to clarify that my intention was never to violate any community guidelines, but rather to engage in respectful dialogue. Unfortunately, the individual who reported me may have misinterpreted my words or actions.I would appreciate it if you could review the situation and take into consideration that my actions were in line with TikToks terms of service. I am more than willing to cooperate to resolve this matter and would be grateful for any assistance you can provide in lifting the ban. I am a loyal TikTok customer and love using the app me and someone else just got into a situation with each other it wont happen again I believe I was falsely banned I did not even use curse words during the whole conversation I dont know what I broke I believe I stayed with the ****

  Business Response

  Date: 03/08/2025

  Hi *******,
  
  
  We apologize for the inconvenience, however, we cannot support this case via BBB. We are happy to help, please reach out to us in-app or via *********************************** as we are not able to locate the information to look further into.
  
  
  Thank you,
  The TikTok Team

  Business Response

  Date: 03/08/2025

  Hi *******,
  
  
  We apologize for the inconvenience, however, we cannot support this case via BBB. We are happy to help, please reach out to us in-app or via *********************************** as we are not able to locate the information to look further into.
  
  
  Thank you,
  The TikTok Team

  Customer Answer

  Date: 03/08/2025

   
  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,
  
  ******* Kerio

• Initial Complaint

  Date:03/07/2025

  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.

  Greetings! My name is ******** *******! I've decided to contact y'all about my TikTok account because my ********************** account for some odd reason is locked, and I am the official owner of my account. So I was just really hoping if it would be possible if I could have someone to unlock my account, because I didn't receive any explanations for the reasons why my account was locked in the first place.

  Business Response

  Date: 03/08/2025

  Hi ********,
  
  We apologize for the inconvenience, however, we cannot support this case via BBB. We are happy to help, please reach out to us in-app or via *********************************** as we are not able to locate the information to look further into.
  
  Thank you,
  The TikTok Team

• Initial Complaint

  Date:03/07/2025

  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.

  Account on ********************** being fraudulent and sending fraudulent checks.

  Business Response

  Date: 03/08/2025

  Hi there,
  
  Thank you so much for reaching out through the BBB! 
  
  We are constantly working to maintain a positive environment for everyone on TikTok and I can assure you that we are deeply committed to keeping our community safe.
  
  You can report abuse, spam or anything else that doesnt follow our Community Guidelines within the app. Please follow these instructions so that our specialists can review and take actions accordingly: ************************************************************************
  
  In the meantime, we suggest blocking this user so that they cannot comment on your videos or message you. This will also prevent you from seeing their content on your feed while we investigate. You can block someone on TikTok by using the following steps:
  
  1. Select 'Discover'
  2. Search the username of the person you want to block
  3. Select the account of the user and select the '****** icon' in the top right corner
  4. Select 'Block'
  
  For further review, please provide the username of the account you are referring to (shown as @xxxx with no capitals or spaces) so we can action accordingly.
  
  Please let us know if you have any other questions.
  
  Best,
  The TikTok Team

• Initial Complaint

  Date:03/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been locked out of my TikTok account (@fwbrent) for over a year due to losing access to the phone number originally linked to my account (ending in 3445). I have repeatedly contacted TikTok Support through their official webform and email, but I only receive automated responses that do not address my issue.1. TikTok refuses to provide alternative account verification options.-I have requested a manual review multiple times and have offered to verify my identity through a government-issued ID or other proof of account ownership.-Despite this, TikTok insists that I use phone verification, which is impossible since I no longer have access to that number.2. TikTok Support is unresponsive and only sends automated replies.-Each time I contact TikTok, I get the same generic response directing me to use the in-app recovery feature, which I cannot use.-I have no way to reach a human representative to review my case.3. I am being denied access to my personal data. -As a user, I have a right to regain access to my account or be provided with alternative methods of verification.-TikToks refusal to assist means they are holding my personal data hostage with no recovery path available.I am requesting that TikTok escalate my case to a human representative who can manually review my account ownership and provide an alternative verification method (such as ID verification) so I can regain access to my account.I would appreciate a prompt resolution, as I have exhausted all available recovery methods with no success.Thank you, ***** *********************

  Business Response

  Date: 03/08/2025

  Hi there,
  
  Thanks for reaching out through the BBB.
  
  I understand you're having trouble receiving the *** or security code to access your account @fwbrent with your phone number ending in 45. To fix this, you'll need to reach out to your cell service provider and request they reactivate your old phone number. Once the number is active again, log into your TikTok account and enter the verification code sent to you via SMS.
  
  Upon logging in, use the steps below to update your phone number:
  
  Note: Both your old and new phone numbers will need to be active and accessible to you in order to make this change.
  
  1. Tap the 'Profile' icon in the lower-right corner
  2. Tap the '3-line' icon at the top-right to access your settings
  3. Tap 'Settings and Privacy'
  4. Tap 'Manage my Account'
  5. Tap 'phone number'
  6. Enter the verification code sent to your original mobile device
  7. Enter the phone number you wish to use
  
  Best,
  The TikTok Team 

  Customer Answer

  Date: 03/08/2025

   
  Complaint: 23032858
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** Creswell 

  TikTok has responded to my BBB complaint, but they have completely ignored the key issue. Their response simply repeats the same automated message I have already received multiple times.
  
  
  I DO NOT have access to my old phone number (ending in 45) or the cell service provider and cannot receive SMS verification codes. TikToks response does not address this problem, nor does it offer me any way to verify my identity.
  
  
  I am requesting escalation to a human review team that can provide me with an alternative verification method (such as government-issued ID verification or proof of account activity).
  
  
  TikTok is denying me access to my personal data and failing to provide an alternative way to verify my identity, despite me being the rightful owner of the account.
  
  I ask the BBB to push TikTok for a real response from a human representative, not another automated reply

  *****

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

  @fwbrent

  Business Response

  Date: 03/16/2025

  Hi ***** ********,

  I understand that you were not able to reactivate your old phone number which would allow you to access the TikTok account associated with it.  Unfortunately, we will be unable to assist further for security purposes since we require the phone number to be active to send verification codes. 
  
  Please create a new TikTok account so that you can continue to enjoy content! We recommend updating your phone number in the app before changing your number in the future to avoid losing access.
  
  *****************************************************
  
  Best,
  The TikTok Team

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good morning, I am emailing to inform you that the subject business tik tok guideline strikes on accounts are getting out of hand!! I essentially called something extremely ugly on comment sections of pages. Tik tok is taking away freedom of speech and expression by removing these comments and giving guideline strikes. How is this allowed?

  Business Response

  Date: 03/06/2025

  Hi ***** ******,

  We apologize for the inconvenience, however, we cannot support this case via BBB. We are happy to help, please reach out to us in-app or via *********************************** as we are not able to locate the information to look further into.
  
  Thank you,
  The TikTok Team

• Initial Complaint

  Date:03/06/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order on TikTok they then banned my account so I couldnt track my order it then said delivered but I dont know where it was left I been contacting them they not helping I wnat my refund

  Business Response

  Date: 03/11/2025

  Hi

  Thanks for reaching out.

  Can you please clarify who exactly you spoke with regarding this issue? We are unable to locate any communication regarding the order information you have submitted.

  We look forward to your reply.

  Best,

  TikTok ********************* Team

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23027450
  
  I am rejecting this response because: I talked to TikTok support through emails and I made another account but they said I needed my main account in order to get help but I was banned give me my **** refund 
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 03/21/2025

  Hi

  Thanks for your response.

  We appreciate your patience while we investigated your issue. We have been informed by our internal teams that this is an issue that would be handled by our TikTok User Support Team. You can reach them by accessing this site (**********************************************) and raising your concern.Thank you once again for your patience and rest assured your issue will be handled swiftly by our user support team.

  Best, ********************** Shop Customer Service Team

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23027450
  
  I am rejecting this response because: it do t work I tried this they email me back saying login to ur account but my account is banned do u not understand like wtf 
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  Date:03/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have tried to contact tiktok since February 11th about my hacked account. They have ignored me, closed ticket supports on me and just straight up havent responded. I have shown all the proof that they have asked for and I still havent gotten any answers. I went to each support ticket on their app and website, even contacted them on ******* and im still being ignored.

  Business Response

  Date: 03/06/2025

  Hi ******* *******,

  We apologize for the inconvenience, however, we cannot support this case via BBB. We are happy to help, please reach out to us in-app or via *********************************** as we are not able to locate the information to look further into.
  
  Thank you,
  The TikTok Team

• Initial Complaint

  Date:03/05/2025

  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.

  I am filing this complaint because my TikTok account was hacked, and TikTok Support has refused to provide meaningful assistance in recovering it.On March 3rd, I lost access to my TikTok account after a hacker changed my email, password, and username. My account was originally linked to an email I no longer have access to because the hacker removed it.I have repeatedly tried to contact TikTok Support through their in-app help system and online support forms, but their automated AI blocks my requests. I cannot reach a human representative, and when I tried emailing TikTok, I received an error stating that their inbox does not accept messages or just not getting any *********** this point, TikTok has failed to provide a secure recovery process or respond to my legitimate support requests. I am requesting that TikTok:1.Escalate my case to a real human ********************* me verify my identity and recover my hacked account.I am frustrated by TikToks lack of customer service and failure to protect users from account takeovers. I am filing this complaint to get an actual response from their corporate team.

  Business Response

  Date: 03/05/2025

  Hi ****** ********,

  We apologize for the inconvenience, however, we cannot support this case via BBB. We are happy to help, please reach out to us in-app or via *********************************** as we are not able to locate the information to look further into.
  
  Thank you,
  The TikTok Team

• Initial Complaint

  Date:03/04/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tiktok is a disgusting company that does not care about the security of its users. My account was hacked into and the hacker gained access to change my email, phone number and had even more access to my banking information where then they gained access to my phone carrier. I filed multiple reports and tickets and the tiktok support desk is NO HELP. They give you a prompt to follow a hacked account that fails to realize that you DO NOT HAVE ACCESS. The account was reported multiple times and they still see nothing is wrong I am livid. I want my personal information secure. And TikTok DOES NOT CARE.

  Business Response

  Date: 03/05/2025

  Hi Ashlynn,
  
  We appreciate you taking the time to contact us, but unfortunately we can't support this type of request through the BBB. For further assistance, please reach out to our support team through our webform for help. This can be accessed by navigating here: *******************************************************************************.
  
  
  Best,
  The TikTok Team

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23020668
  
  I am rejecting this response because:

  The tiktok support app and or legal team has not responded to any of my requests. 
  
  Sincerely,
  
  Ashlynn ******

  Business Response

  Date: 03/11/2025

  Hi,

  Thanks for getting in touch. We've carefully considered your concern and have shared all the available information regarding this matter. If there's anything else you need or another matter you'd like help with, please reach out anytime.

  Best, The TikTok Team 

• Initial Complaint

  Date:03/03/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  hello i am writing this regarding my order number ****************** from the Tiktok shop. I have placed this order in good faith and have decided to simply RETURN my order back to the seller.. upon return of my order Tiktok has denied my refund and the seller is lying saying the return package never arrived back to him, however there is a proof of delivery available from ***** with GPS coordinates and correct package weight a direct signature available that prooves the delivery was successful. I have provided the drop off receipt and proof of postage and also the copy of the return label that indicates i have followed all instructions to return my order back and the correct information and address is there. If i where to be the one who says i never received my order, tiktok would quickly close the case in sellers favor because there is proof of delivery by courier. Why as a customer this is different? Please help me out here and give my money back for this return as it has been successfully delivered. thank you

  Business Response

  Date: 03/10/2025

  Hi,

  Thanks for your patience while we investigated your issue.

  After working with the relevant teams, we are unfortunately unable to process any refund for this order. There have been multiple disputes reviewed regarding this order and all have sided with the seller. If you still wish to receive a refund, we recommend working with the seller to come to a resolution. We apologize if this situation has caused any inconvenience.

  Best,

  TikTok ********************* Team.

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23013683
  
  I am rejecting this response because: Hello, the rejection of my return has been done without any proper explanation or reason at all.  Proof of delivery shows correct address where package was delivered. Copy of label also shows correct address. Drop-off receipt proves instructions given by the seller were followed. ***** confirms successful delivery to correct location with correct weight. The seller is lying claiming he has not received the return which is not possible with all my overwhelming evidence.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 04/01/2025

  Hey,

  Thanks for your response.

  We sincerely apologize if this situation causes any inconvenience. After working with the relevant teams, we are still unfortunately unable to process a refund for this order. This decision is final and cannot change. We understand your concerns and have carefully examined your case. Our team has provided all the necessary guidance and assistance that we can offer at this time. We truly apologize that we are unable to provide further assistance beyond what we have already given.
  
  
  We want you to know that we have done everything within our power to assist you to the best of our abilities.
  
  
  Please know that we are always here to answer any additional questions. Your satisfaction is of the utmost importance to us.
  
  
  Warm regards,
  TikTok ********************* Team

  Customer Answer

  Date: 04/02/2025

   
  Complaint: 23013683
  
  I am rejecting this response because: The business rejected the refund without any explanations. Can the business provide any reasons why they're unable to refund the order? I've provided my side of evidence and proofs yet all the business said is that they are unable to refund. Please provide the reason why in details

  
  Sincerely,
  
  ***** ****