ComplaintsforHomeFi

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The company is an internet service provider, their service is terrible, the internet goes out either every day or every other day, the only way to get the router reset and Internet working again is to get a hold of them is via an internet chat, I feel I shouldn't have to get a hold of them everyday or every other day to get the internet reset, now the only way to cancel the service is via the aforementioned chat, and now they won't even answer the chat anymore, I've been on hold, so to speak, for about 5 hours, and this is a regular occurrence with them

  Customer response

  07/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am filing this complaint against Homefi due to its deceptive business practices, fraudulent charges, and complete lack of customer service. I have attempted to resolve this matter directly with Homefi for several weeks, but their unwillingness to cooperate has left me with no choice but to seek assistance from the Better Business Bureau.Details of Complaint:Misleading Business Practices: Homefi changed their terms and conditions without my knowledge or consent after I signed up for their service in September 2022. As a result, I have been subjected to fees and charges that were not part of the original agreement. Homefi has made multiple unauthorized charges to my credit card, including charges that were blocked by my bank, resulting in the need for multiple card replacements. This pattern of behavior is abusive and unacceptable.Lack of ***************** ********************** provides no phone number or accessible customer service channels. My repeated attempts to close my account and resolve billing issues have been ignored.I am seeking a full refund of all charges made by Homefi, as well as an apology for their unethical business practices and lack of customer service. I believe that ********************** should be held accountable for their actions and that other consumers should be warned about their deceptive tactics.Supporting Documentation:I have comprehensive documentation to this complaint, including:I have proof of the terms I agreed to in September 2022.I have Emails demonstrating my attempts to resolve these issues directly with the company.I have Credit card statements Showing the unauthorized charges made by Homefi.I am also filing a dispute with my credit card company regarding these charges. I believe that Homefi's actions are a violation of consumer protection laws, and I hope that the Better Business Bureau can help me to achieve a fair resolution to this matter.The 263$ is the amount fraudulently charged to my card after termination of service.

  Customer response

  06/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by HomeFi regarding complaint ID ********.
  I am still at this time still challenging those charges made by Homefi. They have only replied with minimum information about the charges they placed against me, even with evidence (all correspondence and proof of the terms of service at time I purchased the equipment/service as I keep copies of everything)
  Sincerely,
  
  ***************************
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I goes dead real quickly and speed of it ***** sent an used one not a new one and have to pay ***** shipping and another 70 for new service on new box when renting it should be replaced for free me

  Customer response

  06/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by HomeFi regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I recently signed up for **************** with homefi. I was unable to use the service and requested a refund the very next day. The company is refusing to issue a refund and turned off my Wi-Fi device so I'm not even able to use the service that I did pay for. today, May 8 2024 the same company tried to charge my credit card and was denied, I have emails and screenshots of messages saying that I did not want the service. I am requesting a refund and do not authorize any further billing yet they still tried to take my money.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted many times to terminate my internet hot-spot service with HomeFi (**************** starting March 23, 2024. They refused to do so. The instructions to terminate on their website say to reach out by chat. I used their online chat over 4 days between March 23 and March 28, stating I wanted to cancel my plan. I also emailed them requesting this. No one joined the chat after it remained open for over an hour each time, and no one returned my emails. I finally reached them via chat on March 30th and I spent 2 1/2 hrs on chat with them; they pretended to have my account crossed with another customer's account "******." After an hr on chat they finally seemed to access the right account, but then tried to sell me "better" service and would not terminate my plan. A second person joined the chat, which meant the first person I spent 2 hrs on chat with could no longer communicate with me. This 2nd person attempted to sell me "better" service again and would not terminate my account. The next day I received an email stating "Your account was already canceled...you will have all the instructions for returning your device. Im closing this one." I received no instruction for returning my device. Neither did they cancel my account. They billed me again on April 2nd for $83.71. They have my debit card number and it is not possible for me to stop them from withdrawing again on May 2nd. Since they also think they sent me directions on how to return the device, which they did not (and I therefore have no instructions on where or how to return the device), they can potentially charge me an additional $130.00. I am currently requesting a refund of $83.71 that they charged me after canceling my service. However, they have the potential to charge me an additional $213.71 ($130.00 + $83.71) in the next couple weeks. When I log in to HomeFi, I still see my account and my debit card number on file - the account is NOT closed.

  Business response

  05/15/2024

  Hi *****,

  
  Thank you for your feedback. I understand how important it is for you to receive timely support and have your cancellation request processed promptly.

  
  I apologize for the delay in resolving this issue. We encountered multiple attempts to assign your case to support due to availability constraints, and we're working to improve our support processes.

  
  Your cancellation has been processed, and your refund was issued on April 24, 2024. Please refer to ticket ********* in the email we sent you for more details.

  
  If there's anything else I can assist you with, please don't hesitate to let me know.

  
  Best regards,
  ****
  Customer Experience Manager

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No hidden fees -$90 a month-false! I paid $119.00 7 day trial period-you only get $90 back out of the $119 and they charge a restocking fee of $25. So I am out $55 just to determine that the internet service was not what they advertised. I am sending back tomorrow! I have only had it 5 days. This was a costly trial period. I took pictures before I boxed it and picture in the box. They sent refurbished with a note claiming that it might have blemishes but if they determine that it isnt in perfect condition then they threaten to charge another $350. Bad experience!

  Business response

  05/15/2024

  Hi *****,

  
  I understand how important it is for you to avoid any extra charges as promised. Unfortunately, I couldn't find any account information based on the details you provided in your complaint to explain the $119 charge.

  
  Please contact us at HomeFi Support ************************************************* and provide your details so we can assist you with your billing inquiries.

  
  I look forward to resolving this issue quickly once we receive your information.

  
  Best regards,
  ****
  Customer Experience Manager

  Customer response

  05/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have sent emails showing that the company claims it was hacked.  I just filed a dispute with my credit card company so I will let them figure out if it was HomeFi or a knock off company. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  04/15/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  1. I alerted homefi my internet was not working on December 13th - they sent me a link to a replacement antenna.2. Emailed HomeFi on Feb 1st, Feb 5th, Feb 6th, Feb 27th, Mar 15th, and April 12th Indicating the box was still not working. 3. March 18th I still did not get my replacement antenna. 4. March 29th filed a complaint with the company and filled out a service ticket for them to call me.Unauthorized Amounts billed:1. December 30th - Invoice #****** - $83.50 2. Jan 31st - Invoice # ****** - $83.50 3. April 3rd - ****** I am also looking for a partial refund from December 13th to December 30th when I notified them the internet was no longer working. RESOLUTION:1. Refund $****** - THIS IS NOT AUTHORIZED. I do not know what this is for.2. Refund Dec 30th & Jan 31st monthly bill as my box did not work OR activate my account for the 2.5 months I was billed and did not get service.

  Business response

  05/15/2024

  Hi ****,

  
  Thank you for your feedback. We understand the importance of having a reliable service and not being charged for something you couldn't use.

  
  I checked our records and saw that on April 12, we assisted you with ticket *********. Your service was reactivated, and the $200 charge you requested was refunded.

  
  I hope this resolves your issue. If you need any further assistance, please don't hesitate to let me know.

  
  Best regards,

  *****************

  Customer Experience Manager

   

• Initial Complaint

  03/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 2/28/202 Received 3/9/2024 Stop working 3/21/2024 and requested technical support Requested multiple call backs from3/21 thru 3/22 never received.I was advised that the product was damaged an they had no more I stock or that they were not able to provide me the service I purchased but I could upgrade to a newer product for more money.. I refused then spent 3 or more hours chatting with me to try to resolve the problem an I was the technician.. After this failed I demanded a refund again.. Based on having talked to Network provider and the fact I asked if they had permission to use a Network and got no response to my question I am sure they are providing a service that they are not authorized to do.. I have lost money and valuable time, I'm stressed an they have increased my aniexty.

  Business response

  04/05/2024

  Hi ****, 

  Thank you for your feedback.

  
  I understand the importance of receiving a refund after canceling your service. Upon review, it appears you canceled the service after 7 days of activation.

  
  Please note that our refund policy allows for refunds within the initial 7-day period. After this timeframe, we do not offer pro-rated or full-month refunds as it falls outside the 7-day return policy.

  
  We apologize for any delay in reaching out to you. We made multiple attempts to contact you, but unfortunately, did not receive a response.

  
  If you have any further questions or concerns, please don't hesitate to reach out.

  Best, 

  **** 

  HomeFi Support 

   

• Initial Complaint

  03/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Attached below is email correspondence of the issue I'm having with Homefi. In short, I paid $151.67 for internet services for the month of March. After receiving payment confirmation via email (attached below) my wifi router had a solid red signal showing I had no connection. I reached out and requested that it be fixed in a timely manner or I would like to cancel my service and request a refund. I rely heavily on internet connection because I homeschool my kids. I was informed that the company would not issue a refund but my service would be active through 03/27/2024 but received an email 03/13/2024 that my service had been canceled and still no mention of a refund.

  Customer response

  03/15/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  2/28/2024 and 2/29/2024. Homefi states that you can pause your subscription and then turn back on when needed. I decided to use this in my camper. The actual product worked great while operating. However I paused the subscription and trying to get it reactivated has taken two days and counting. They have had me purchase a new router because they could not figure out the issue as to why the original router could not be signaled to turn back on. They told me I would not need a new router that I just needed to place the "order" again so they could start it back up. Their customer support will not respond for up to an hour in between giving answers. This is the worse customer service I have ever endured.

*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. ↩