3 Customer Reviews
Sort By
Review from L. C.
1 star05/18/2022
I purchased an ******* mobile hotspot device. Within a couple months of using the device, it began to be unable to hold a charge. A few weeks after that, the device stopped working completely. The only solution offered by this company is that I send the defective device back and be without service for 10 days while they take their time replacing the device. I have zero recourse since I've already paid for the defective device. I told the rep how I feel about her company. She was nice and apologized, obviously having no ability to affect her company's poor customer service policies. I wish I had looked up company reviews before purchasing from them. They don't even have 1 positive review. Learn from my experience: choose another company. This one doesn't treat it's customers with the respect they deserve.
Mobile Citizen Response
05/20/2022
Thank you for your comment. I apologize you had problems with your device and that you are unhappy with the replacement process for your defective device. That device was purchased through another organization that resells Mobile Citizen devices. As a courtesy to that organization, Mobile Citizen handles replacement of defective devices. Mobile Citizen also sells unlimited internet and devices at a very low rate to nonprofits and schools all over the country that need inexpensive internet. Mobile Citizen has not raised it rates in 10 years. In order to maintain that low rate to customers and their end-users and to meet our mission of social equity through access, we have certain protocols in place to keep our pricing low and still meet customer needs. That includes receiving defective devices back in the office before issuing new devices in order to not lose money on unreturned devices. While we say it may take up to 10 days, we do everything we can to replace devices as soon as possible in order to meet customer and end-user needs and to continue to support our mission. I understand that the 10 day timeline may be an issue for you. You are welcome to contact the organization you purchased the device from directly to see if they have an alternative solution for you if the up to 10 day wait period is a challenge.Customer Response
05/20/2022
Please consider how difficult it is for a consumer to print a ** without internet access. Other companies in your situation have warned consumers that if the defective device is not returned, they will be charged. This should be a simple process considering you have the first payment method. Or, you could contract with *** instead of Fed Ex. They offer the ability to show the desk clerk the ** and they print and package for them. Even just the print option would infused a small amount of common sense into the situation. Show quoted textReview from Prentice J
1 star01/31/2022
I made a prepaid purchase for 5G Wi-Fi that has suffered breach of services rendered. The violation is by false advertising.My first demand required that I keep my service and that I receive a refund. Upon this formality all three companies performed diligently to offer a different solution, however, have proven severely unable.After trading devices, the formulated excuse was a tower outage. T-Mobile offers several 5G data plans, meanwhile, masks the issue through hotspot with unlimited 3G.(The link provided offers formal communications.)http://u.pc.cd/uP7ctalK My primary company bears the name Calyx. While the primary service provider is T-Mobile. Differently, my first device was a Sprint Hotspot.The issues that have proceeded: Unwillingness to provide customer service Inability to connect to 3rd party VPN ****comprehensive instruction Speeds that are less than 5% of the offered projection Avoidance (deflecting the customer from service to service (Calyx to Mobile Citizen to Spring to T-Mobile) False Information regarding T-Mobile towers.By consolidation, the behavior is violation by Fraud and attempt to Defraud.In foresight, by way of the first amendment right to free speech, one can assume that the company has and will suggest a clause that breaches contract of service, upon continuance. Most often, these companies are in collaboration to blind the customer. Through angry projection by the consumers anxiety (caused directly by the service and its representative); when a representative acts out fear, the consumer may be rejected from service and account.Review from Evan F
1 star12/02/2021
I just had a terrible customer service experience when trying to troubleshoot their device as a new customer. Representative told me they didn't know how the device worked and it wasn't their problem. I asked if anyone else could help me, and they said no.Mobile Citizen Response
12/06/2021
Hi ***** I retrieved the correspondence between you and our customer service representative. Our customer care rep validated with you that the hotspot device was working and connecting to your phone and laptop. You indicated you wanted assistance with other types of devices. Because we only sell the hotspot and only offer Tier 1 tech support, we are not able to assist with additional device connectivity issues. She did offer multiple times to connect you with T-Mobile tech support for further assistance, which you declined. If you would like further assistance with your hotspot, I would encourage you to call ************ and speak with T-Mobile tech support. If you are not satisfied with the service provided, you may also connect with the reseller from which you directly purchased the device and service and work with them. Thank you.Customer Response
12/06/2021
That is a completely inaccurate representation of the exchange I had with your representative. I was asking for help with a specific issue, of which the reseller Calyx indicated in no uncertain terms that Mobile Citizen was responsible for. Your company has chosen to not offer competent technical support, random copy paste answers are not an acceptable solution.
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.