Ting now charging me "Multijurisdiction installment collection" taxes last 2 months

Anyone else receive a new line item in their Ting bill titled "Multijurisdiction installment collection"?  I have been charged this new tax for the last two months ($2.46 for my most recent bill) and Ting will not elaborate on who the tax is for or why.  Here is the Ting response when I asked for details on why I'm being charged this new and unknown tax:

 

Michael S. (Ting Help Center)

May 19, 21:09 EDT

Hi Jason,

Thanks for your email.

I guess the best way to say it is it's the tax system syncing itself up.  We get this information directly from tax authorities and it codes in the taxes.  We don't have any say in it.  Essentially their system omitted some small taxes last year and this is their way of rectifying it.
 
1

Comments

64 comments
  • Hey Tana, 

    Our support agents weren't lying -- they don't know how much it is or how long it'll go on. That information isn't currently available to our support agents. We've been working on getting that exposure to our agents, but this thread aside, the installment collection line-item affects so few Ting accounts (it's just a handful of all our accounts), resources have been directed at more-pressing issues and features we're launching this year and early next. 

    We've been handing the multijurisdictional installment concerns on a case-by-case basis, as it's just easier and a better use of resources than to code an entire system that by design will fall off after about a year. Contrary to popular belief, we're not a big company and we only have so many people behind the scenes working on the website or any billing system. It makes way more business sense to handle the small number of customers this charge affects on a one-by-one basis. 

    Judging by the number of comments you see here, and how angry a lot of affected customers are about it, you'd think this was a huge issue we're trying to sweep under the rug -- I assure you, we're not. There wasn't and isn't a ton of information available to support agents when it started, and that hasn't changed. It's still a bone of contention I intend to gnaw at until we get a more-solid answer, but some things move slow in the taxes world. So, instead I've taken it upon myself to handle as many of these as possible instead via a follow-up email from help@ting.com with my name in the subject line. 

    If you're still being affected by this, please reach out to me via my instructions above -- an email to help@ting.com explaining the situation in brief, and a subject line of "Multijurisdictional installment for Mitch Surprenant". I'll reply there, perform an account security verification and get a solution that works.

    1
    Comment actions Permalink
  • To all of you with this issue, please contact Mitch as described. He was able to rectify my situation in a classic (positive) ting-like fashion.
    There are simply details of this issue that are beyond their control, but his personal response is something you want to hear.

    1
    Comment actions Permalink
  • I hadn't noticed this until just now, and found this thread when investigating. Although I'm obviously not a fan of paying more for anything, it completely blows my mind people seriously left over being charged a negligible amount of missed back taxes. The added fee started, for me, in June 2018 and ended Nov 2018, with whopping grand total of $8.96.

    I AM ABSOLUTELY OUTRAGED AT THIS $9!!!!  - lol

    I also noticed about 2 months into receiving the charge, a new tax line was added "Federal Telecommunications Relay Services Fund", averaging about $0.12/mo, which I presume is the missed back tax (for me anyway), and given the time I've been with Ting, probably works out. Anyway, this stuff happens, and is not worth getting worked up over. I've lost more $ this year to the washing machine. ...come to think of it, maybe I aught to quit doing laundry. It would definitely cut down on my money-getting-lost-in-the-wash tax.

    1
    Comment actions Permalink
  • It really is sad how hostile people get.  There's such an outrage culture now.

    The variable rate of the tax, though really small, does mess up my budget a bit, so I jumped on the bandwagon and sent an email to Mitch.  Considering the amount of crap flung at the dude here, I'm truly amazed he managed to stay civil under the heap of abuse and even kept bending over backwards to try to explain and help those who were upset. (ProTip: The accountants are the folks who set up the billing, not the CS reps!) 

    I only keep a phone for emergencies where I can have a phone if I have to make a call, but not have to pay hundreds a year for the privilege. Ting's really still the best for me because of that and because of the stellar customer support. 

    1
    Comment actions Permalink
  • Mitch, or other Ting support crew:

    Why are non- or especially ex-Tingers allowed to spam these support forums/fora (& subsequently, my inbox)? Is there a reason to allow them to keep their forum logins? (The rest of the ticket, account, &c, systems are private, so I can understand that use.) They seem to add nothing but awful noise.

    If you wish to keep their capacity to do this, how about a spam/block user function?

    Thanks for everything! 🙇

    1
    Comment actions Permalink
  • Ted, 

    The way ZenDesk works, once you've posted to a thread, you're automatically following it and will receive all updates. You can opt out at the top of the thread by clicking the blue "Unfollow" button. You won't receive emails about that topic any further. 

    If you head back one level, you can see if there are any other topics you're subscribed to. 

     

    Jason, 

    I find the discussion of this issue actually very enlightening. I've taken all the feedback from this thread up the chain, and nobody has been ignored. The initial response is still something we're sticking by for now, and anyone who reached out to me via email can get an account-specific follow-up from me on a resolution, if that's what they're looking for.

    Rest assured we discussed this with a few accountants and lawyers before acting, and we're currently comfortable with our decision, as it allows us to keep doing what we're doing within the law.

    1
    Comment actions Permalink
  • Ting may be "working on this issue", but they still have not shown me what taxes were underpaid.  I simply think Ting doesn't "get it".  Show us what taxes were underpaid.  If you can't do this, then don't charge us until you've sorted out your system.  If the company who manages your (Ting's) taxes can't tell us, then find another company.  All I keep hearing is Ting blaming their tax management company along with optimistic sugar-coasted emails and replies.

    0
    Comment actions Permalink
  • This 'multijurisdiction installment collection" item continues to show up on the June bill. Ting's explanation of this on the separate page of the bill is 'multijurisdiction installment collection" without any elaboration. This seems either from ignorance on Ting's part or Ting acting like tax collectors in Jesus' time. I expect more from Ting "given their transparent behavior in the past" as one customer stated.

    0
    Comment actions Permalink
  • Carl, 

    Please follow the instructions I gave to Michael, and I'll follow up via email there.

    0
    Comment actions Permalink
  • So, we have to jump through another hoop, like training a cat to ring a bell for food, to get something started?  Just do it -- follow up.  My name is right here.

    Michael B
    BART/201657
    *EM*

    0
    Comment actions Permalink
  • Rather than continue to berate the support folks...

    This has become enough of a snafu that it deserves a full response from top management (Noss, Goldstein), including candic answers to the common questions.  Not a tutorial on the meaning of multi-jurisdictional taxes.  Examples:

    1) Since Ting had the obligation to collect these taxes all along but failed to, why back bill the customers?  Is the magnitude so great that Ting cannot possibly absorb the total?
    1a) If Ting contracted with a third-party for this service, can't that entity be forced to absorb it?

    2) Since customers are told that it's not possible to tell each one of them what their lump sump amount is, how can the billing system know when to stop adding the extra amount each month?
    2a) And why isn't the partial amount the same each month for a given customer.

    3) Why was proactive communication missing?  And still is.

    4) Does management appreciate how this has damaged Ting's reputation and caused comparison to the majors who are famous for inventing sneaky garbage fees?

    0
    Comment actions Permalink
  • Amy, 

    Email found and response sent. Thank you!

    0
    Comment actions Permalink
  • Ting still charging me close to year now, can you check my account, I just sent an email to help@ting

    Ron Rack

    0
    Comment actions Permalink
  • Hey Ron,

    I've replied to your email to help out so have a look in your inbox when you have a chance

     

    0
    Comment actions Permalink
  • This "Multijurisdiction installment collection" has been going on since this time last year and Ting continues to obfuscate.  I will call them and ask them to remove it from my bill.  If they refuse, I'll dispute it with my credit company which will cost Ting the tax amount plus the chargeback fee.  Maybe if enough of us do this, they'll specify to each of us exactly which jurisdiction is receiving the tax, what the basis is, and what the tax rate is.  Until then, it's just a money grab.  We have no way of knowing that they're sending this money to anyone other than their shareholders.

    0
    Comment actions Permalink
  • Hey Haldon, 

    If you follow the instructions I laid out above, email us and put my name in the subject line, I'm happy to follow up with you on this. I can assure you it's not a cash grab -- we're a publicly-traded company and any such "cash grab" would be visible at tucows.com/investors

    This really is just back-due taxes. It's way less sensational than it sounds.

    0
    Comment actions Permalink
  • https://www.usac.org/_res/documents/cont/pdf/forms/2019/2019-FCC-Form-499A-Form-Instructions.pdf pg.39

    Imagine it was the fault of T-mobile and Sprint who are handling Ting's FCC filing. Seriously doubt that any carrier records accurate interstate calling. It's all handled with good faith billing (bribing officials). Ting was probably found to have undercharged jurisdiction rates and the IRS pencil whipped them. Now they're applying standard Sprint/T-mobile (bribery) rates.

    0
    Comment actions Permalink
  • Again, no one at Ting will tell me what taxes were not paid.  I need details, dates, names, etc.  Ting CANNOT simply add line items to bills without a DETAILED explanation.  This is unacceptable.  I will cancel all four phones unless this information is received, and I will perform a chargeback on the amounts.

    C'mon Ting, you're better than this.

    -1
    Comment actions Permalink
  • I just canceled 4 phone lines on Ting and moved them to Sprint due to this multijurisdiction installment collection crap.  CYA!

    -1
    Comment actions Permalink
  • 5 months now. About ten bucks total over 5 months (two lines). It's not going to make me leave, partly that's because I'm lazy, but it's not winning you any referrals either. It still seems ridiculous that you don't have enough information to tell customers how much they owe for how many more months. Only years of reliable service have bought you enough goodwill to let that go without assuming you're just fleecing unsuspecting customers. Do better next time, Ting.

    -1
    Comment actions Permalink
  • Emailed, although I agree, this seems like an unnecessary extra step.

    -1
    Comment actions Permalink
  • Not so secure when my name is shown here.  It's all you need.  Besides, I GAVE you permission.

    Michael B
    BART/201809

    -1
    Comment actions Permalink
  • Look at this sir, and read carefully, we have to be LOGGED into our Ting accounts to post here.   At least I have to.  So, I don't understand the point of where you're getting at.

    Michael B
    BART/201823

    -1
    Comment actions Permalink
  • Ting cares about account security, but they don't give a rat's ass about your complaints regarding "Multijurisdiction installment collection" taxes.    4 months later and they still can't provide any details on these taxes they're collecting from all you suckers who still have Ting service.  

    -1
    Comment actions Permalink
  • Jason,

    Well, it bothers me that we never had any advanced notice of this to begin with.  That's what still eats the crap out of me.  We had to find out on the monthly invoices. 

    You'd think a mistake to this degree should have some sort of special notice.

    Michael B
    BART/201841
    *EM*

    -1
    Comment actions Permalink
  • Mitch,

    I'd email you, but I already moved all four phones to Sprint months ago over this issue when Ting couldn't provide any details.  Too late.  Others should ditch Ting immediately as well.

    -1
    Comment actions Permalink
  • Well, I don't have any problem with Ting's service at all.  I'm just annoyed that fees, taxes, etc., mysteriously show up unannounced without as much as a simple courtesy message or e-mail announcing the mistake made.

    And now, I'm being treated as a dolphin being coaxed into jumping through a hoop to get a reward.  That annoys me even more.

    Thanks Carl, glad you rang the bell and ended up with no kibbles.

    Michael B
    BART/201908
    *EM/LAST*

    -1
    Comment actions Permalink
  • Mitch,

    But you just don't get it.  You say you don't have much information on the issue.  Crazy idea here, but why don't you try to OBTAIN THE INFORMATION for your customers?  You act like getting a few tax details is some impossible hurdle when it's not.  If you can't provide tax details, then don't collect the tax.

    I did have issues with Ting service.  Couldn't access my phone in most of Alaska and was told after my trip I should have reset it.  Couldn't use the same credit card number for both of my accounts.  Crappy service in locations where Sprint and other phones had no issues. Etc, etc, etc.

    I'm the kind of guy who will pay more elsewhere if you screw me over.  And Ting screwed me over by failing, and continuing to fail, to provide details on this tax.  No, I will not return to Ting.....ever.  Please don't offer me anything else.

    -1
    Comment actions Permalink
  • Just re-read these posts as all of a sudden there was a flurry of comments that showed up in my email.

    The one thing that stuck out was that every Ting agent that responded said they had no idea how to answer the biggest query of all the posters, that being "How much do I owe and how long will this go on?"

    Yet, here was one agent's answer "Rather than ask for a lump-sum from each account holder for past-due taxes, we split them up into small amounts..."

    Uh, if you don't know how much an account holder owes, how then do you split up that unknown $ into smaller amounts???

    I really don't like being flat out lied to!

    -1
    Comment actions Permalink
  • Which just goes to show that Ting isn't any more interested in "the few", than any other big business.

    If your company cared at all what even a small number of customers were angry about, someone 'higher-up' would have done something about this controversy when the first one of us complained.

    Instead, Ting like any other corporation just does nothing at all to answer the simplest of questions.

    Whether one agent "takes it upon himself" or not, the big picture is that this company simple doesn't care!

    Ting has shown themselves to be no different from Verizon or AT&T.

    That's not something to be proud of.

     

    -1
    Comment actions Permalink

Please sign in to leave a comment.