Home - , , - Tello Makes Changes to Credit Expiry Policy to Require Top Up

Tello Makes Changes to Credit Expiry Policy to Require Top Up

tello-now-requires-minimum-top-up-balance
Last month, Tello increased its minimum Pay As You Go Credit. Instead of the original $5 minimum rate, the Sprint MVNO imposed a minimum top up balance amount of $20. But it looks like the MVNO is not yet done with this change. 

Earlier today, a post on Reddit showed Tello's new requirement. According to the post, Tello now requires top up to maintain balance.

The poster also showed the change that Tello made in its credit expiry policy.

It used to say:
Starting September 1, 2017, if you don’t use the service for 3 months, the credit will expire and the Tello service will be disconnected. Otherwise, the balance and your number have unlimited validity as long as you call, text or surf the web.
It now says:
If no order was placed in a period of 3 months, Pay As You Go credit will expire and the Tello service will be disconnected. This policy is in effect since September 1st, 2017.

Unfortunately, Tello claims the credit expiry policy has been effect since September 1, 2017. The poster, however, shared that Tello's FAQs page still showed the "if you don't use the service for 3 months" policy.

Another poster shared the wordings on Tello's TOS page from Wayback machine.

From Wayback machine:
Sep 16, 2019 - different
Pay As You Go credit is available for a period of 3 months since customer's last order. If no order was placed in a period of 3 months, Pay As You Go credit will expire and the Tello service will be disconnected. This policy is effective since September 1, 2017.

Jul 2, 2019 - same
Pay As You Go credit is available for a period of 3 months since customer's last order or call, text or data session, effective September 1, 2017. If none of the actions mentioned above was carried out in a period of 3 months, SIM and Pay As You Go credit will not be available for calls.

Dec 1, 2018 - same
Pay As You Go credit is available for a period of 3 months since customer's last order or call, text or data session, effective September 1, 2017. If none of the actions mentioned above was carried out in a period of 3 months, SIM and Pay As You Go credit will not be available for calls.

Looks like Tello has some explaining to do here.



Source: Reddit

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14 comments:

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  1. I'll port out...no reason to stick around at this point--I'd bet thousands will leave Tello or lose their service and not even know it. Tello tried to hide this and someone found them out. This won't go over well.

    ReplyDelete
  2. This is no longer the correct interpretation. A member of Nth Forum chatted with Tello CS yesterday and obtained the following clarification whereby "any" call, text, data, or new orders within 90 days will suffice to keep accounts active.


    "(ME) My question is, if I purchase $20 worth of PayGo credit, how do the newly updated terms and conditions apply? With the old system, we had to use at least one unit of call, text, or data, but now it looks like we have to place an "order" every 90 days or the PayGo balance disappears. Is that correct, or are people like myself not interpreting the new T&C correctly?
    In other words, do we have to refill with another $20 every 90 days?

    (JULIO, TELLO SUPPORT) Ok, great question.
    The best way to explain is as you wrote it.
    Your credit will not expire unless there is no usage with in 90 days of purchase.
    If you use one unit of any of the services every 90 days then it will not expire."

    https://www.nthcircle.com/forum/tello/2859-tello-minimum-payg-20?start=10#40811

    ReplyDelete
  3. Nth Circle forum members were informed by Tello yesterday that the above information in and of itself is not true.

    https://www.nthcircle.com/forum/tello/2859-tello-minimum-payg-20?start=10#40811

    ReplyDelete
  4. The Tello paygo policy has changed but Tello's practices have not.
    Go back and read the whole Reddit thread, which includes Tello CS statement of their actual policy. You do not have to place an order every three months as long as you use their service. The CS rep's statement tracks with my experience.
    I am WAY past three months since my last top-up, and my phone is working.

    ReplyDelete
  5. I'm sick of these HUGE cost increases of their pay-as-you-go service. I started paying $5 per top-up, and now it costs 400% as much.

    But *now*, they're going to make your credit expire after 3 months? Are they nuts?

    This sure sounds like a crummy way to attempt to raise a bit more cash. Are they in trouble financially? When are they going out of business? Tomorrow or next week? This can leave any remaining subscribers unable to transfer their phone to another service and a phone number that can't be ported out. I can't afford that!

    Tello, straighten this out immediately or I'm done with you and porting out!

    ReplyDelete
  6. Looks like they updated the date of the change to September 10, 2019
    This is what the terms show now:
    Pay As You Go credit is available for a period of 3 months since customer's last order. If no order was placed in a period of 3 months, Pay As You Go credit will expire and the Tello service will be disconnected. This policy is effective since September 10, 2019.

    ReplyDelete
  7. need to move out of tello..

    ReplyDelete
  8. So account expires on 12/10/19 if we don't put in another $20? Time to find another plan.

    ReplyDelete
  9. Tello is just like our Snap Ebt cards if you dont use it for 6 months its gone. what you think tello was gonna let broke people squat on a number forever no. 3 months is to fast though it should be 6 like welfare.

    ReplyDelete
    Replies
    1. Kind of makes sense. You can't expect Tello to keep a phone number available for months with no use anymore than you'd expect the post office to keep your box open with no use (or payment) for months.

      Delete
  10. If I can not rely on Tello to have a consistent policy then Tello is dead to me.

    I will port out in about a month.

    ReplyDelete
  11. The following from Tello rep Georgiana_Tello - Verified Tello on: https://www.nthcircle.com/forum/tello/2859-tello-minimum-payg-20?start=60
    attempts to clarify the new policy, but I think the best would be to get them to state the policy on a social media outlet as recommended.

    "Since our Pay as You Go product got people confused and made everybody remember a song from 1996, “No Mercy - Where do you go?”, we just wanted to apologize for all the inconveniences and fuss created.

    Even with Halloween season coming up, we’re not planning to trick customers into anything or close our doors to people who have been using this product. We will come up with new features in the near future, and in the meantime, no Tello number is expired without prior notification by email - don’t believe anything else you hear. The changes were supposed to clarify some of the questions from customers.


    Sorry for not being here all the time, on forums threads, but we truly believe this is a place for free thoughts, opinions and discussions and, just like you, we intend to keep it like that. We are jotting down suggestions (thanks!) and kindly ask that any inquiries you might have to be addressed on our Social Channels, or directly to our Customer Support Team."

    ReplyDelete
  12. My Tello "Pay As You Go" plan still shows the option of a $10 top up when my account balance goes below $2. I think that the $20 minimum is for new accounts to start up. If I do indeed have to top up $10 plus tax every 90 days, then that's about $3.50 per month to keep my number working - not terrible. Is there anything cheaper out there for a Sprint phone anyway?

    ReplyDelete
    Replies
    1. Auto refill is still $10 for everyone, $20 for one time non-auto refill.

      Delete
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