Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:04/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a customer of OTR Mobile in the fall of 2022. The service speeds were grossly exaggerated and I experienced constant service drops. I called customer service repeatedly throughout the fall and winter of 2022. I was advised to purchase additional equipment, specifically a booster. I followed their advice with no improvement in service. When I cancelled my service plan the representative admitted that the issues I'd been having were from a known issue. This known issue was concealed during all of my support calls, I was strung along for months and only when I cancelled my service was a solution offered up. This is intentional deceit & fraud.

  

  Business Response

  Date: 04/25/2023

  First and foremost, I want to apologize this happened and we will do whatever we can to make it right. I will be reaching out to you today to get this resolved. 

  

  Business Response

  Date: 04/27/2023

  The customer was emailed on 4/25 in reference to a refund. At this time I haven't received a response from the customer. We need to confirm the mailed address to send a refund check. 

  Customer Answer

  Date: 04/27/2023

  I received the email from OTR Mobile this evening and I'm happy with the refund resolution they've offered.  Thank you for your assistance in this matter.

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This service does not work as intended. When you contact customer service they refuse to help or cancel your account and stop responding to emails. They erased FB messages asking for help. Their service is not what they advertise it to be.

  

  Business Response

  Date: 04/18/2023

  OTR Mobile has 2 ways of handling customer issues and they are via phone support and chat support. I have attached documentation showing that this customer never chatted with our company and only called one time which was today. Her issues were immediately addressed and her account was closed. 

  

  Business Response

  Date: 04/25/2023

  ******,

  I'm sorry you have had a bad experience with OTR Mobile. I will have someone reach out to you today in reference to your complaint. 

  Sincerely,

  OTR Mobile 

  Customer Answer

  Date: 04/25/2023

  
  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.
  
  Sincerely,
  
  ****** ********

• Initial Complaint

  Date:03/15/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This has been an ongoing issue since 9/2022. I have been through multiple devices, multiple "troubleshooting" sessions and multiple persons attempting to "help." I have been lied to, and at this point stolen from. They make claims that you used X amount of data when that isn't possible because for at least the last 90 days I have not had a single device connected to the service outside of a few very brief attempts to see if the service was any better. I have contacted support and been told that I have used 100s of GB of data which is just not true and can't be true when the device isn't powered on for 99.9% of the time. With speeds of less than 50 KB/s the amount of data they will claim is being used is not even possible. Not to mention they haven't sent a single transcript as they are claim they are going to, that way you cannot use it against them. Today "support" fed me more lies then when I attempted to get a refund lied about data used and then killed the chat without giving me a chance to discuss their claims. Unless someone here knows how a device that is powered off with no devices connected can burn through so much data it is pretty self-explanatory. Again, they failed to provide a single transcript so I cannot share the lies here. At this point I have been scammed out of approximately $1200 I am only trying to recover the last 60 days' worth of payments for their failed service and lies.

  

  Business Response

  Date: 03/21/2023

  Thanks for reaching out to us. A member of management will be reaching out to you soon. 

• Initial Complaint

  Date:03/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OTR Mobile promised unlimited internet to its customers. I signed up and paid $320 for a router, SIM card, and initial set up fees. After only 2 months, they claimed to be having problems and said we needed to purchase a different router and a new plan to continue service. I paid them an additional $460 for a M1 Nighthawk router and the “new” service. Less than 30 days later, they sent out an email saying all service would be discontinued. I contacted them to ask for a refund since they were not going to provide the service they promised and they just laughed at me. Please shut this company down as they are a scam and are taking money from good people for nothing.

  

  Business Response

  Date: 03/07/2023

  I am unable to find anything in our system from this customer. The last time we spoke with this customer was 6/22/2020. At that time he rated the chat as good and thanked us for the help. I have attached a copy of the chat. 

  Customer Answer

  Date: 03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  First you say that you can’t find anything about me in your system and then you say you found a random chat where I was told to give a thumbs up? Sounds exactly like all the lies and excuses you constantly tell customers over the years.
  

  I know I will never get the money back that I lost on your terrible company, I just sincerely hope that other people see this and I save them all the time and money that I wasted on OTR. 

  

  Business Response

  Date: 03/07/2023

  Attached is the end of the most recent chat with this customer from 6/22/2020 showing he was satisfied with the outcome of the conversation. We want to help customers in any way possible and ensure everyone stays connected. Our Terms and Conditions do and have always stated that speeds are not guaranteed due to cellular connection.

• Initial Complaint

  Date:02/27/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've had OTR for approximately 2-3 years and have referred numerous new customers. For the past 6-7 months, my internet service has CONSTANTLY been in-and-out. I have contacted OTR numerous times and they provide you with alleged ways to fix the issue, however, the issue is NEVER resolved or fixed. I have contacted them directly via chat on multiple occasions, and they claim to "send a reset" however, my service still does not work 90% of the time. I purchased a new device from them several months ago, as they claimed (the same issue with a previous device) was caused by the device itself. So I purchased another device and my service began working approximately 40-50% of the time. They have continued to collect $103.88 per month from me for going on over 6 months now, and have still failed to resolve my issues. I attempted to contact them on Facebook Messenger via their Facebook business page, and was given the run around. When I began commenting on their posts begging for assistance, they blocked me from their page. They have failed to deliver the services that I have continuously paid for, as well as some of my neighbors I referred. One agent told me that it was a issue with the device, then another agent told me neighbor the same day it was a technical issue in our area and they would be sending a tech out to investigate the issues. In my opinion, OTR has purposely and maliciously taken my money and knowingly failed to deliver services promised. I would like my past 5 months of service (or rather, lack of service) refunded and my internet service fixed correctly.

  

  Business Response

  Date: 02/27/2023

  We are reviewing your account details now and someone will be reaching out to you soon. 

  Customer Answer

  Date: 03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:  As of today, Wednesday, March 1, 2023 at 4:02PM Central Time, I have not received any correspondence from OTR Mobile since this past Monday when they replied to my BBB complaint and said they would be contacting me.
  
  Sincerely,
  
  **** ******

  

  Business Response

  Date: 03/02/2023

  Mr. ******,
  
  
  I am responding to the complaint you sent to the BBB. I have been diligently working on your account to come to a resolution. 
  
  
  I have obtained usage from your Pink Evo SIM card for the past 3 months, and it is as follows:
  Current month - 26.62GB
  January - 144.32GB
  December - 261.40GB
  
  
  At this time, we would like to offer you our Titan Hub device ($199 retail)  free of charge, which includes our Unlimited Plus plan for $99 per month. 
  For the time you have been without service, we would like to offer a refund of 2 months ($196) and one free month on the Unlimited Plus plan. 
  
  
  Please let me know if you would like to accept this offer, as I can get the ball rolling on this asap.  

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an OTRMobil customer for almost 3 years due to unavailability of other internet providers in my area. During this time I have used 4 devices(3 of these I had to purchase at a total of approx $600). The first device,Netgear Nighthawk, worked great for about 4-6 months and then became almost unusable, so I cancelled my service. A short while after this I was contacted by them and informed that they had a new, improved plan using a different device, Odyssey, and they would offer this device at half price so I agreed to this. It worked great for a short time, then became slow and erratic. After many calls to them they offered to exchange this device with a, Solis device at no charge. Once again it worked fine for a short period then became very slow and erratic. After many contacts I was told that I should purchase their new flagship device,Titan, which,unfortunately, I agreed to do. Once again it worked great for 2-3 months then slowly got worse and worse to the point it is practically useless. I have had many contacts with customer service and have tried everything they suggested, but have had no improvement. They always blame something else for their problems. It just seems strange that at the start of each device the service is great but then slowly gets worse to almost being useless.

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */ We have reviewed the customers usage on the Titan device, previous interactions with livechat, and listened to phone calls. The customer was pleased with the interactions via the phone on 12/20/22 and on chat on 1/2/23. We see the device is working properly and there has been 80 GB used in 5 days. If the customer would like to go more in depth with troubleshooting we would be happy to help. Consumer Response /* (3000, 7, 2023/01/09) */ (The consumer indicated he/she DID NOT accept the response from the business.) I have tried repeatedly over last 4 days to use the device with terrible performance. I am leary of their statement of usage as no one in this household has used it much in last 4 days. I have had 4 different devices that I have used with OTR and experience has been the same with all of them. When I first acquire them they work great, but slowly get slower and slower. They need to address long term usage rather than short term. I agree that I was satisfied with customer service response at time of contact. They did seem to be attempting to be helpful but their suggestions did not help. Business Response /* (4000, 9, 2023/01/11) */ We understand how important it is to stay connected. We would love the opportunity to troubleshoot your device and get this fixed for you. The last interaction that we had it seems as your issues were resolved as we have not had contact with you since January 2nd. OTR Mobile's services are based on cellular signal and can get slower with more traffic on towers however we do have the ability troubleshoot specific issues. We are including your current usage and your previous 3 months. At this point you are on track to use approximately 100GBs for the month of January. We will have a member of management contact you at the number provided. IMEI ****6385 1/02/2023- 1/10/2023 22288.21 MB 21.76 GB IMEI ****6385 12/2022 165229.72 161.36 GB IMEI ****6385 11/2022 154098.566 MB 150.49 GB IMEI ****6385 10/2022 164331.051 MB 160.48 GB Consumer Response /* (2000, 11, 2023/01/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) The device miraculously began working yesterday morning and is now working fine. I also had a phone call from someone this morning to go over some things. We had a good conversation. As of now I will say the problem is resolved. Thank you for your assistance I. This matter.

• Initial Complaint

  Date:08/16/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been with OTR for a year. Everything has been great until recently. My internet just stopped working. When I contacted them I was told that my service was suspended. I have an uncapped plan which the representative confirmed I had. Then they proceeded to ask for more money to restore my service. I was then told that based on my usage compared to others in my area mine was higher so they turned my service off. I work from him and now have to wait 5 days before I can get service. When I purchased the plan I asked for an uncapped plan so I would not have to worry about my service being turned off. All they care about is the money no supervisor was available for 24-48 hours.

  

  Business Response

  Date: 09/07/2022

  Business Response /* (1000, 5, 2022/08/19) */ OTR Mobile has attempted to call Ms. multiple times with the phone number provided. We would love the chance to work with the customer to resolve their concerns & will continue to contact the customer. Consumer Response /* (3000, 7, 2022/08/19) */ (The consumer indicated he/she DID NOT accept the response from the business.) They have only attempted to call me once. I called back and was told 24-48 hours for a supervisor to reach out again and no one has called since. The last call was on Tuesday. Business Response /* (4000, 9, 2022/08/22) */ We spoke with Ms and reached and agreement that was both beneficial for the customer and the company. Thanks! Consumer Response /* (2000, 11, 2022/08/22) */ (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:08/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  OTR service has not worked for me. I tried different modem settings via the customer service suggestions, and it made things worse. OTR guarantees a two week return/trial window, but keeps ignoring my refund request, to the point it is considered gaslighting. I do not recommend this company! I paid 165.00 for the service, plus 20.00 dollars, for shipping, because they made a mistake with the carrier. I only ordered the service, not a modem or physical product. I will not accept anything less than the 165.00 for the sim card. They promised me it will work. Please see the chat history I uploaded. I want all my money back asap, 185.00. They keep wasting my valuable time, and holding me back financially to use my funds for a different internet service. They will also try to withdraw 165.00 again, for the next month. I received the mobile Sim on July 27th, and reported issues on July 29th, asking for a refund the first time on July 30. OTR has a 15 day trial period, and per my chat with costumer service, was acknowledged. I have been unable to use the service as promised.

  

  Business Response

  Date: 09/18/2022

  Business Response /* (1000, 5, 2022/08/11) */ OTR Mobile has attempted multiple calls to the customer's phone number that was provided, but have been unable to contact the customer to address their concerns. We will continue attempts to reach Ms. Consumer Response /* (3000, 7, 2022/08/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I clearly stated in our chats that OTR needs to contact me via email! I am not available via phone call, and do not see a reason to have a phone conversation. OTR does not need to speak with me in person to send my refund, nor am I willing to waste more of my time with them. OTR consistently ignores my requests and comments. Simply refund my money. Business Response /* (4000, 10, 2022/08/18) */ We reviewed your complaint and wanted to inform you that the account has been closed, and will not bill moving forward. We also would like to inform you of our terms of service which state (All subscription-only purchases are final. Once you complete your purchase, no refund can be issued.) You can review our terms at https://otrmobile.com/index.php/termsofservice/ Consumer Response /* (4200, 12, 2022/08/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) OTR has knowingly sold me a product, that supposedly doesn't work, despite that they guaranteed it does work with my Peplink router. I also have excellent T-Mobile coverage at my address. I therefore owed a refund, since they sold me a service under false pretenses. I would have never ordered the product, if they would have been honest from the start. Please see here: Under the Fair Trading Act (FTA), you have the right to clear and accurate prices for products and services, and factual advertising. It is illegal for a business to mislead or deceive you about the things they sell. This includes: writing or saying anything false or misleading about products or services, including in advertising and here: (Thu, 7/14/2022, 04:54:36 pm) Okay, thank you! I will check it out. Can I use a Sim only plan for my Peplink? (Thu, 7/14/2022, 04:55:37 pm) I have verified that the 1TB SIM only is compatible with the Pepwave modems,. How about going for this plan instead since you already have a device? I am really sorry for the inconvenience. I just got an update from our partner provider,. Seems like the Pink 1TB plan isn't compatible with your device (Peplink Max BR1 LTEA Mini). I talked with our higher team on what we can do about this, I really wanted to keep you as our valued member. You can get our V4 High speed router or Teltonika RUTX11 device which is compatible with the Pink Evo plan and trade-in your current device for $75 discount. Would this help? Here they are trying to sell me another product, for 290.00, instead of being honest, sending me a refund. Business Response /* (4000, 14, 2022/08/24) */ Per our terms and conditions; modems, routers, antennas, and cables are available for purchase. OTR Mobile, Inc provides exchange, return and warranty policies for those devices. End users can provide their own equipment. OTR Mobile, Inc. cannot be held liable for providing technical support for end users who provide their own equipment. In addition, OTR Mobile, Inc. cannot guarantee that user-provided equipment will work correctly with our service. A restocking fee of $25 will apply to purchases shipped to customers. This includes, but is not limited to, wireless devices and bring your own device packages. This fee will be subtracted from the total amount of the refund. The restocking fee is not applicable to the purchase of monthly services for existing customers. Monthly service purchases are final and cannot be refunded. We have reached out via email and we have come to a resolution.

• Initial Complaint

  Date:08/10/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I'd never heard of this company so I wasn't sure if it'd work for us but tried it cause they offered a 14 day trial period, so on 4/29 I paid $274 for a solis device that was advertised as connecting to any network and a 200gb data plan. When I got the device it was unable to connect to a network. I reached out to customer service at least four separate times for help; each time they had me try the same three troubleshooting steps over and over (restart device and wait 30 mins, move to an open area, and follow a url to "reset" device). Nothing worked. Since I know there's service in my area and they didn't offer any other troubleshooting steps, I asked if it was possible the device I received was defective and if I could try a replacement. They said it wasn't a problem, mailed out a new device, and I sent back the original. I was also charged another $109 on 5/28 for another 200gb data. That device didn't work either, even after the same troubleshooting steps. I called and cancelled my service a couple days after receiving the second device and requested a refund. They said I might not get a refund IF the trial period is over, which I assumed was not the case since I only had that device for a couple days. I mailed back the device. When I called to follow up on my refund they said it was denied because my trial period was over. They claim their "terms and conditions" state the trial period begins AT PURCHASE (which is not true), even though the device wasn't even delivered until 11 days after purchase. They also refused to refund the $218 I paid for 400gb of data that was completely unused. Since they wouldn't refund my money I asked that they send my device back and provide the help needed to get it to work so I could use the service I paid them for. I provided them with the fedex tracking number which indicated they signed for my device, but they claimed they could not find it and they "probably" sent it back but didn't have any tracking info. I never received it

  

  Business Response

  Date: 08/11/2022

  Business Response /* (1000, 5, 2022/08/11) */ We would love the chance to address Ms. *******'s concerns. We have attempted phone calls to the number provided without answer. We will continue to attempt contact with Ms. *******. Consumer Response /* (2000, 12, 2022/09/08) */ Update: company reached out and provided multiple options to resolve the issue. Currently satisfied with their service.