ComplaintsforMobile Citizen
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
10/05/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
I have internet service with mobile citizen they parnter with interconnection, my modem was defective they sent me another one and failed to communicate with me for when I was to expect it,now my device was stolen two days before I found out that it was in route for the delivery. Mobile citizen doesn't care won't contact me and blaming me for there poor customer service and this fake business they are running.mobile citizen told me Monday to expect the device in 5to7days but it was already delivered Saturday and stolen thereafter.Initial Complaint
04/22/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
About a month ago I received a hotspot from this company through Human IT. Prior to this I had a Coolpad surf hotspot which worked wonderfully with all devices without issue... initially this hotspot which is a Franklin ** worked with everything and then it insisted on a firmware update which I did unfortunately and now it works abysmally as I'm about to describe.... it seems to disconnect and reconnect at random, it no longer works with software programs such as ****** ***** Wars 2 and battle.net, and it no longer works with any of my remote cameras, my ***** ******** Echo Dot. This is completely unacceptable. I contacted mobile citizen twice and HumanIT several times- one of which was a three way call... and basically I was told that hotspots do not work with smart devices which I know is not true because this one did prior to the firmware update as did my coolpad for several years. I also was told if it connects to my phone that's good enough. Well it randomly disconnects and reconnects from my phone too.. there is no reason why it should not work with any of these other things because it certainly did prior to the firmware update... I want this problem resolved it is unacceptable.Business response
05/19/2022
Im sorry youve had some service issues. Mobile Citizen resells devices and internet service to organizations such as Human-I-T. Mobile Citizen also provides limited Tier 1 tech support as a courtesy to our reseller end-users, but if we cant resolve service issues, it is up to T-Mobile to complete additional care support and deem when devices are defective. According to our records, your device was deemed defective, but you opted not to return it for quite a while and continue trouble-shooting instead. Unfortunately, there is only so much we do can if a device is defective and not returned. Its my understanding you are now engaging in the return process and this issue should be resolved with a new device. Thank you.
Customer response
05/19/2022
Complaint: 17097641
I am rejecting this response because Their response is inaccurate. I sent the device a few days later after receiving their email on the 4th and a replacement was supposed to be provided I have not received it yet here's the tracking number273197241208. As you can see it says label created and it's not shipped yet so where is it when am I going to get it? And next time mobile citizen you might want to try looking at your records to see that it's been received back before you say I didn't even ship it out.
*************************Customer response
05/23/2022
the replacement they sent me is also defective I want to add that to my complaint and continue the complaint thank you
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.