Business Profile
Mobile Phone Service
Ting MobileHeadquarters
This business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 72 total complaints in the last 3 years.
- 16 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:08/14/2024
Type:Service or Repair IssuesStatus: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 daughter and I were on a joint account with ************************ for 5+ yrs. December 2024, she moved her service to ******* (same phone #) which left T-Mobile with one account (my # only). We went into the T-Mobile store to have her line ported and they assured us the phone # was moved to *******. Since 12/24 we have went into the store multiple times, called customer service multiple times however we were still being charged for 2 lines with one phone #. The customer service **** and store employees refused to do anything to assist, we only received the run around. On 7/24 we went into a different T-Mobile store and the store manager went through the account, made multiple notes, called customer service from the store and after 4 hours they agreed to refund $180 of the $420 owed. This is not acceptable; I am still owed a credit of $240.Business Response
Date: 08/20/2024
August 15, 2024
*****************************
SC 29707
Re: BBB Complaint #********
*************
Dear ****************:
On August 15, 2024, we received your complaint, dated August 14, 2024, filed with the Better Business Bureau.
You stated that you removed your daughters line from your T-Mobile account in December 2023, but you continued to be billed for both lines. You indicated that you were only refunded a partial amount and you are still owed $240.00.
Please be advised that Ting Mobile and T-Mobile are separate companies. We encourage you to contact T-Mobile directly regarding your concerns.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:07/23/2024
Type:Product IssuesStatus: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 mistakenly ordered a telephone from this company. I immediately contacted the company to let them know I did not want the order. This was within minutes of having made the order. The company nonetheless ignored my correspondence. So I thought to make the best of it, and requested a Sim card for my telephone. The company sent a Sim card that did not work. I contacted the company to let them know that they sent an unnecessary phone and a defective Sim card. They have refused to reply to any of my correspondence.Business Response
Date: 07/30/2024
July 30, 2024
***********************************
**********************************************************************************
Re: BBB Complaint #********
*************
Dear **********************:
On July 23, 2024, we received your complaint, dated July 23,2024, filed with the Better Business Bureau.
You stated that you mistakenly ordered a phone and although you contacted Ting Mobile to cancel the order, you did not receive a response.You indicated that you were sent a SIM card that does not work, and you have not received any response to your emails.
Please be advised that Ting Mobile offers a 30-day return window for devices. Please call customer service at ************** to confirm if your phone is eligible. Alternatively, customer service can assist with providing you a compatible SIM card.
We apologize for any inconvenience this issue may have caused.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Customer Answer
Date: 08/13/2024
I mistakenly ordered a telephone from this company. I immediately contacted the company to let them know I did not want the order. This was within minutes of having made the order. The company nonetheless ignored my correspondence. So I thought to make the best of it, and requested a Sim card for my telephone. The company sent a Sim card that did not work. I contacted the company to let them know that they sent an unnecessary phone and a defective Sim card. They have refused to reply to any of my correspondence. I reported them to the BBB. They then assured me that the matter would be resolved. They did this in order to wait for the BBB complaint to be resolved, and then after that time, they refused to honor their assurances.
Desired Resolution: Refund
Business Response
Date: 08/22/2024
August 21, 2024
***********************************
**********************************************************************************
Re: BBB Complaint #********
*************
Dear **********************:
On August 20, 2024, we received your rebuttal, dated August 19, 2024, filed with the Better Business Bureau.
You again stated that you ordered the phone from us in error and received no assistance. You requested a refund.
As stated in my previous response, Ting Mobile offers a 30-day return window for devices. Although you contacted customer service by phone on August 13, 2024, this was outside of the return window.
An exception has been made to return the phone for a refund.Additional details will be provided by email to the address associated with your Ting Mobile account. For questions about the return, please call customer service at **************.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:07/18/2024
Type:Product IssuesStatus: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.
7/18/2024 GOOD EVENING PLEASE INVESTIGATE T-MOBILE IS REMOVING MY PIN CODES ARE STOPPING PIN CODES FROM BEING SENT TO ME FROM NORTON I HAVE A PAID SUBSCRIPTION THREW NORTON I HAVE NORTON 360 NORTON ANTI TRACK AND NORTON VPN T-MOBILE IS ALSO REMOVING MY EMAIL ADDRESS ******************** FROM MY PAID SUBSCRIPTION. ****** TOLD ME EARLY THIS MORNING MY EMAIL ADDRESS WAS REMOVE. I BEEN ADDED MY EMAIL ADDRESS I EVEN HAVE EMAIL TO PROVE IT. MY BANK CARRIER NEIGHBORS FEDERAL CREDIT UNION ALSO PAY NORTON MONTLY AUTO PAY. PLEASE INVESTIGATE IM HANDICAP DISABLE IM. SENDING A ATTACHMENT. OF T-MOBILE STOPPING ME FROM RECEIVING PIN CODES MY PERSONAL DATA IS BEING SHARE BY MY NEIGHBORS LIVING OVER ME AT APT UNIT E-202 T-MOBILE IS A PHONES CARRIER THAT. SAYS FOUR PHONE ON US THANK YOUBusiness Response
Date: 07/22/2024
July 21, 2024
*************************
*************************************. E-102
***********, LA 70811
Re: BBB Complaint #********
*************
Dear ************:
On July 19, 2024, we received your complaint, dated July 18,2024, filed with the Better Business Bureau.
You stated that T-Mobile is preventing your PIN codes from being sent to Norton 360.
Please be advised that Ting Mobile and T-Mobile are separate companies. We encourage you to contact T-Mobile directly regarding your concerns.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:07/16/2024
Type:Product IssuesStatus: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.
****, Just 16, 2024 the t-mobile kept me on the phone for over an hour. I called to get free Hulu. I have done this process 3 times and was reassured th I did not need a debit card. After going into t-mobile.com numerous times I was finally told I need a debt card. I already told them i did not have a debt card.Representative was very nice but AGAIN THEY WERE UNSUCCESSFUL IN granting me ***************** also promised me a 50" Firetv Anda Blink camera package and never gave me any valid promo codes. They gave me 7 INVALID BOGUSS CODES.Business Response
Date: 07/22/2024
July 18, 2024
*********************************
************************************** 131
******, CA 93637
Re: BBB Complaint #********
*************
Dear ********************:
On July 17, 2024, we received your complaint, dated July 16,2024, filed with the Better Business Bureau.
You expressed concern with your attempts to add Hulu to your T-Mobile account. You also stated that you did not receive the camera package promised.
Please be advised that Ting Mobile and T-Mobile are separate companies. We encourage you to contact T-Mobile directly regarding your concerns.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:06/10/2024
Type:Customer Service IssuesStatus: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 asked for a payment extension as a new customer. I checked the extension and it was on the wrong date. When I asked for a manager no one is there they are all home???? This is insane that the support for the US is out of the country and a language barrier exists in resolving issues.Business Response
Date: 06/17/2024
June 16, 2024
*********************************
*****************
**********************
Re: BBB Complaint #********
*************
Dear **************:
On June 11, 2024, we received your complaint, dated June 10,2024, filed with the Better Business Bureau.
You stated that the payment extension you requested was scheduled for the incorrect date. You also expressed dissatisfaction with the customer service you received when you contacted us for assistance.
Our records show that on June 7, 2024, a payment extension was applied to your account through June 11, 2024.
A review of your call found that you requested the extension be provided through June 10, 2024.
We appreciate that you brought your customer service concerns to our attention, so we can address them internally with the appropriate personnel.
We apologize for any inconvenience this issue may have caused.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Customer Answer
Date: 06/17/2024
Complaint: 21830698
I am rejecting this response because:
Thank you but I agree to disagree. I understood one extension to be the case. However, I did request additional. Since the organization is in the *********** there is a language barrier, as well as the lines belonging to T-Mobile.
Sincerely,
*****************************Customer Answer
Date: 06/24/2024
This complaint is to speak with management in respect of getting account assistance. When contacting this organization there is never a manager available. Also, if a payment arrangement is needed, they are never able to assist. Also, if told a manager is going to call back - it never happens.Business Response
Date: 07/01/2024
July 1, 2024
*********************************
*****************
**********************
Re: BBB Complaint #********
*************
Dear **************:
On July 1, 2024, we received your rebuttal, dated June 28,2024, filed with the Better Business Bureau.
You expressed further concern with the customer service you received when you contacted Ting Mobile regarding a payment extension.
Your concerns regarding the payment extension applied to your Ting Mobile account were previously addressed.
We strive to provide excellent service and we regret that your experience was unfavorable.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Customer Answer
Date: 07/01/2024
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:04/02/2024
Type:Billing IssuesStatus: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.
Over charges after the disconnection of the phone lines. Spoke to atleast 10+ customer support folks and the internal systems are so disconnected and T mobile has sent me a final bill/ collection where I dont owe the money for the charges against my account. Their internal IT system needs to be updated and the Billing info needs to have the right data.Business Response
Date: 04/04/2024
April 3, 2024
Mr. **********************
***********************************************************************
Re: BBB Complaint #********
************
Dear Mr. ******************** April 3, 2024, we received your complaint, dated April 2,2024, filed with the Better Business Bureau.
You stated that you were overcharged after your phone lines were disconnected. You indicated that you received a final bill for monies not owed.
I was unable to locate a Ting Mobile account with the information in your complaint.
When I spoke with you by phone today, you confirmed that your complaint is against T-Mobile, not Ting Mobile.
We encourage you to contact T-Mobile directly regarding your concerns.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:03/28/2024
Type:Customer Service IssuesStatus: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.
To whom it may concern at the Better Business Bureau,I am reporting Ting Mobile for failing to resolve issues preventing me from updating my payment information, leading to service suspension. Despite repeated attempts to make a payment with a new card for over a month, I encountered continuous errors on their website. My service lines were suspended, and I could not access my account properly.I engaged with Ting Mobiles customer support via chat and email, receiving limited assistance. The chat support could not facilitate a card update due to security policies and suggested methods impractical due to my suspended service and ************. I've submitted over five escalated tickets with no resolution or meaningful response.This has left me without crucial communication services and indicates a concerning lack of effective customer support from **********************. I request BBB's assistance in addressing this issue, seeking to reactivate my service and update my payment details.Sincerely,*********************Business Response
Date: 04/02/2024
April 1, 2024
*********************
***********************************************************
Re: BBB Complaint #********
************
Dear *********************:
On March 28, 2024, we received your complaint, dated March 28, 2024, filed with the Better Business Bureau.
You stated that you are currently abroad, and you have been unable to make a payment or update the payment information on your account. As a result, your Ting Mobile service was interrupted. You also indicated that you contacted customer service via chat and email, but they were unable to update your payment information. You requested that your service be reactivated and your payment information updated.
Due to security policies, we are unable to take sensitive information via chat or email.
Our records show that your Ting Mobile service was reactivated on March 28, 2024, to allow you to contact customer service by phone to make a payment and update your payment information. We received a payment of $96.19 on the same day.
We apologize for any inconvenience this issue may have caused.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 04/02/2024
Complaint: 21498879
I am rejecting this response because:- I still am not able to update my *************** to any of my new card.
- I'm overseas and still have internet, so that's not an excuse for Ting Mobile to notable to update a simple function.Even when I'm back to the US I can't update the card on my account.
- It is Ting Mobile's fault.
- Even when I updated the *************** via phone call to Ting support, it still doesn't work
I need to be able to update my card.
Sincerely,
*********************Business Response
Date: 04/10/2024
April 9, 2024
*********************
***********************************************************
Re: BBB Complaint #********
************
Dear *********************:
On April 8, 2024, we received your rebuttal, dated April 8,2024, filed with the Better Business Bureau.
You stated that you continue to be unable to update the payment method on your Ting Mobile account. You indicated that although you are still overseas, customer service was unable to update the information for you by phone.
We suggest that you contact customer service by phone at ************** or chat in once you are back in *****************, so we can assist you further with updating your payment information.
Please note that you can also call customer service to make a one-time payment.
As a courtesy, I applied a $50.00 credit to your account for the billing period of March 18, 2024, through April 17, 2024.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 04/23/2024
I couldn't update my credit card on file at Ting Mobile. I've been trying on all of my cards for 3 months and it didn't work. There's something wrong with my account. Even when I tried calling supports multiple times, they only said they'd escate the issues, and went dead on communication.
Desired Resolution:Repair
Customer Answer
Date: 05/06/2024
I have traveled back to the **. I called Ting. Problem still exists. Ting haven't answered my escalated ticket since March 2024.
My phone number is US number and always been able to call Ting from anywhere around the world. This isn't customer's issues. I called Ting (which is in the **) to update my card, and it still didn't work.
Upon doing research, I found out that Ting and Boost use services like Cybersource (which is now owned by ***** that integrate into their payment processing stack to try to prevent fraud. It causes issues most of the time.What Ting needs to do is to relax the security for payments for my account so that I can update my card, even via phone call with Ting. THEN Ting can put back whatever security system that Ting has.
As of now, I can see that Ting escalated department is just lazy.
Business Response
Date: 05/10/2024
May 9, 2024
*********************
***********************************************************
Re: BBB Complaint #********
*************
Dear *********************:
On May 8, 2024, we received your second rebuttal, dated May 6, 2024, filed with the Better Business Bureau.
You stated that you are still unable to update your credit card information even though you are back in *****************. You would like Ting Mobile to remove certain security measures to allow you to update the information.
My attempt to reach you by phone today was unsuccessful;however, I left a message. I also sent you an email.
In my email, I advised you that our Billing Team reviewed your account and you should be able to upload your credit card information. I requested that you attempt to update the credit card information through your online account and follow up with me.
You may contact me via email at ****************** or by phone at **************. You can also contact customer service at **************.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
*************************************
******,CO 80210
*********************Initial Complaint
Date:03/16/2024
Type:Service or Repair IssuesStatus: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.
As of 3/6/24 I singed up for nibble service with Ting Mobile. Since that time the service has not worked fully. I made a request on 3/7/24 to have it functional ASAP. An associate told me the problem would be remedied within 48 hours, it wasn't. I've called back at minimum once a day requesting the issue be resolved just to be told it would be soon. Finally, last Wednesday, 3/13/24, I spoke with a supervisor who told me it was too take 5-7 business days for the issue to be resolved. The seventh day was yesterday, Friday, 3/15/24. I called and spoke with the same supervisor, *****, and she said it should be taken care of by 1:00-2:00 am, Saturday, 3/16/24. It has not been resolved. I use my phone for work and need to group text, send files, and pictures, none of which I've been able to do. Ting is either unable or unwilling to address the issue. I would just like it to be done so I can use the functions that I need most.Business Response
Date: 03/21/2024
March 21, 2024
*************************
3028 **********.
*******, ** 97080
Re: BBB Complaint #********
************
Dear ****************:
On March 18, 2024, we received your complaint, dated March 16, 2024, filed with the Better Business Bureau.
You stated that you signed up for Ting Mobile on March 6,2024, but the service has not fully worked. You indicated that although you were told the issue would be fixed several times, it has not been resolved.
A review of your account shows that you were experiencing issues with MMS *******************************
Our records confirm that this issue was resolved. On March 18, 2024, our customer service agent provided instructions on how to update the *** (Access Point Name) settings through your phone and you confirmed this fixed the issue. A credit of $20.00 was applied to your account for the time you were without service.
We apologize for any inconvenience this issue may have caused.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 03/28/2024
Ting mobile finally resolved the issue and added a credit to my account for the length of time it took to resolve..Initial Complaint
Date:02/21/2024
Type:Billing IssuesStatus: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 do not have a contact with this company. Nor do I have any obligation to them. I demand this company delete this account from my credit report as it causing harm to my personal credit report. This company had illegally over charged my account for $1246 on a loan that I was fully paid for already. 15 USC 1615.Business Response
Date: 02/26/2024
February 22, 2024
***************************
**************************************************************
Re: BBB Complaint #********
************
Dear ******************:
On February 21, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.
You stated that you were overcharged $1,246.00 for a loan that was previously paid off, and you disputed the reporting of this account to your credit file.
I was unable to locate a Ting Mobile account with the information in your complaint. Additionally, the attachments included are not related to Ting Mobile, as it appears the unpaid balance is with T-Mobile and the reported delinquent account is for ******************* Ting Mobile has no affiliation with these businesses and we encourage you to contact them directly regarding your dispute. If your concern is with Ting Mobile, please provide additional information in order to locate your account and research your concerns.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
***************************************************************** /******* Better Business Bureau
**************************************
******,** 80210
*********************Initial Complaint
Date:02/21/2024
Type:Billing IssuesStatus: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 family has a group cell phone plan through Ting Mobile. I liked that I could set controls on each individual phone for how much of each service could be used. We were on a pay for what you use plan. We've had it for several years with no issue. Then they split their company in to Ting *************** Mobile.After the split I started having issues with the preset limits not working correctly. When a limit was hit it would sometimes do nothing, others it would shut down the use of the phone, text and data altogether. I had to call in a few times to get it fixed. In August 2023 I got an unusually large bill for my family's cell phone service. I called and found that one of my children's phones had allowed them to use a lot of data. I called and found that they had removed the data limit. They refused to refund the money, but it was just $200, so I let it go after making sure that the data to the childs phone was turned off. Then the January bill came in at over $900!!! His data had turned back on, without me doing ******* had used a lot. The amount that they claim was used seems to me to be FAR more than could be used by one person. They have been "reviewing" it for two weeks and still have not responded or refunded any money. This is fraud! If they have those controls in place, they should function as advertised and if they don't they should fix it.Business Response
Date: 02/26/2024
February 26, 2024
Ms. *********************
*************************************************************************************
Re: BBB Complaint #********
************
Dear Ms. ***************** February 21, 2024, we received your complaint, dated February 21, 2024, filed with the Better Business Bureau.
You stated that you began to receive higher bills once Ting Mobile split internet and mobile services. You also indicated that although you turned off the data on your childs phone after receiving a high bill in August 2023, you received a bill for over $900.00 in January 2024. You maintain that the data was turned back on and even though you were told your concern is being reviewed, you have not heard back or received a refund, as requested.
As your plan is usage-based, you are billed based on usage for talk minutes, messages and data used for four devices. Our records show that for the billing period of December 24, 2023, through January 23, 2024, you were charged $850.00 for ***** GB of data overage. This resulted in a total amount due of $958.79. On your most recent bill, for service from January 24,2024, through February 23, 2024, you were charged $410.00 for data overage of ***** GB, resulting in a total amount due of $524.08. The charges are valid based on the usage and terms of your plan. We encourage you to contact customer service at **************** to determine if a better plan is available for your needs.
We apologize for any inconvenience this issue may have caused.
Sincerely,
*****************
Senior Corporate Case Manager
Executive Escalation Team
Ting Mobile, L.L.C.
cc: ****** /******* Better Business Bureau
**************************************
******,** 80210
*********************Customer Answer
Date: 03/04/2024
Complaint: 21323453
I am rejecting this response because:Ting's failure to acknowledge the discrepancy between the service promised and the service delivered constitutes fraudulent behavior. Despite assurances that I could manage data, texts, and minutes for each phone on our account, the functionality to do so on Ting's website has consistently been altered without authorization. This issue was raised when I received an exorbitant bill last Fall,yet no resolution was provided. Presently, I am confronted with a bill from January totaling $958, an amount unjustly withdrawn from my bank account. Then another bill of $524 for February. These amounts would never have been reached if **** had left my child's phone with the limits that I had placed on it. It is evident that Ting has failed to uphold its end of the agreement and is therefore engaged in fraudulent practices. I demand a full refund of the amount wrongfully charged.
Sincerely,
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Ting Mobile is NOT a BBB Accredited Business.
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