ComplaintsforiTalkBB Canada

• Initial Complaint

  10/08/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  09/08/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  27/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  19/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  14/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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

  09/01/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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
  

• Initial Complaint

  25/03/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Italk bb provided the internet television service for me. 3 years ago, the agent told me to upgrade my box. So she sent me a new tv box and opened another service for me. I was never told or informed and there's no written agreement whatsoever. 3 years later, italk bb called me again, only to find out that i still have the tv service on my old tv box and the new box. I have 2 of the exact same service and have been charged for 3 years without knowing.

  Business response

  30/03/2022

  Business Response /* (1000, 5, 2022/03/25) */ Hi Mr. Wu, We will verify sales recordings. If this was the case, we will refund your servie fee. Thank you, Fred Consumer Response /* (2000, 7, 2022/03/28) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  17/02/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I'm trying to cancel the plan that my dad signed up for. He has passed away. Trying to get a hold of iTalkBB to cancel this has been nothing short of exhausting. I keep getting told that their cancellation department is busy and they will call back. Trying to reach an English-speaking agent is impossible. Their ******* agents are no help either. They just try to keep you on the phone and sign you onto another contract. It's always 'we will call you back'. When they saw the contract expiring soon, they would call back relentlessly. But now that we want to cancel, we can't seem to get in touch with them. The credit cards that they have on file have been canceled now. ***************************************************************************************************

  Business response

  01/04/2022

  Business Response /* (1000, 5, 2022/02/18) */ Contact Name and Title: Fred Contact Phone: XXXXXXXXXX Contact Email: ****@*******.com Hi *****, I was trying to reach you, but no one answered the phone. Can you provide the phone number in your father's account so that I can check the account info and cancel it for you. regards, Fred Consumer Response /* (2000, 7, 2022/02/23) */ (The consumer indicated he/she ACCEPTED the response from the business.) I was able to get a hold of someone that spoke English and helped me close the account. I will send the hardware back to your facility as soon as I return home from my trip.

• Initial Complaint

  04/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My home phone number XXX-XXX-XXXX has been with this company for years. Last month (August 2021) I got a temporary mobile number XXX-XXX-XXXX with ************** and tried to transfer XXX-XXX-XXXX to my Freedom mobile. ************** has tried many times in the last 30 days to port the number from Italkbb, unsuccessfully. I received a call from iTalkbb 7 days ago. I confirmed I want to port my phone number out when I received the call. But as of today, my phone number still has not been ported out to Freedom mobile yet. I would like to have italkbb do whatever is necessary to have my number XXX-XXX-XXXX transferred to **************.

  Business response

  03/06/2022

  Business Response /* (1000, 5, 2021/10/04) */ Hi ******* Our system shows that this phone number has been ported out already. If you had any other concern, Please contact me anytime. Fred

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been trying to move my phone number to **** since July 20, ITalkbb still has not released the number after I verified three times, blaming either name or address not matching. I have worked with **** and submitted revised request multiple times trying to provide the precise information, but today I was told that information still not matching, when I asked them what exactly is the error, the person said she did not know, she said that she was only able to see a message indicating an error, but not what the error was. I only have one name and one address, I don't understand how they would not match. It seems they intentionally create obstacles for me to switch to ****. The agent could not even tell me what or where the information was not matching. They already charged me for another month because of the delay. I am very frustrated with the whole process. It should have been a 3-day process, not three weeks and counting (multiple phone calls). Thanks for your attention.

  Business response

  11/08/2021

  Business Response /* (1000, 5, 2021/08/11) */ Hello *** *** Our system shows that your phone number has been transferred out on August 10. If you have other questions, please feel free to contact me. ****

*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. ↩