ComplaintsforNomad Internet

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 2, 2024 I paid $296.91 for a modem and $149.95 for internet service. It took over a week for the modem to arrive. I attempted activating it only to find that after 24 hours of searching for a signal, it still did not work. I contacted the company and through very broken up messages on the website and emails, I was told it was a problem on their end and that it would be fixed. A few days went by and still no connection. I contacted again and was told to restart it. I did and tried to contact them again because no matter where I put the modem I was getting weak 4G signal and a message of "connected no internet" I waited a couple more days, but got no response. By this time it is past the 14 days and I text on the website, emailed 3 different departments and called the phone number (it is just a message stating they were not answering calls) to let them know I needed to cancel and return the modem. I was charged another $149.95 on June 2nd for service I can not use. I finally got a response to my message and was told they would not be refunding anything per the terms and conditions and that I would be charged for the modem if it was damaged upon return. I packed the modem in its original packaging neatly and without any damage and sent it on it's way. It is due to be delivered Monday June 10th. After this experience I wanted to see if there was any way to get even a partial refund of the $596.81 paid to this company for a modem and service I could not use. The 14 day money back guarantee is ridiculous because it takes over a week to get the modem and no one will respond to inquiries that *** result in a return until that time is up.

  Business response

  06/12/2024

  This customer placed an order on May 1, 2024, and it was delivered on May 7, 2024. The customer reached out to customer service when they were unable to access the internet with their device and requested some help with troubleshooting. Our team did work with the customer but was still unsuccessful with getting connected. Ultimately the customer requested cancellation, multiple times, before the information was sent over. The customer requested the cancellation within the 14-day money back guarantee, therefore we have honored that guarantee and have refunded the customer on June 12, 2024, in the amounts of $296.91, $149.95 and $149.95, totaling $596.87. This refund could take 3-5 business days before it is back in her account. The account has been cancelled. We apologize for the issues that this customer faced, and we hope that they are happy with the resolution. 

  Customer response

  06/13/2024

  Complaint: 21822244
  
  I am rejecting this response because: I only received notice of the two $149 refunds and not the $298.  Once that notice and all three refunds show in my account I will be happy to close this complaint.
  
  Regards,
  
  ******************************

  Business response

  06/13/2024

  Please see the attached screenshot of where the refund was processed on June 12, 2024. It could take 3-5 business days for it be processed back into your account, but it has been completed. Thank you! 

  Customer response

  06/14/2024

  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. The full refund has been received in my account. 
  
  Regards,
  
  ******************************

• Initial Complaint

  05/20/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I used Nomads service for about two months. I did have issues getting the equipment I paid for, but it eventually did arrive and setup, while confusing did work ok. My problems with them started when I need to cancel the service and return their equipment. Since I was out of the 30 day grace ****** I wasn't eligible for a refund which I understood. After several emails repeating myself that I was done and need to cancel the service they finally sent me an email with instructions to return the modem. Which I did. And now a month later they have charged me again for a modem I no longer have, because I returned it to the address provided by them.

  Business response

  05/24/2024

  This customer did purchase the ********************** device and rented the device monthly. When he returned the device, the subscription was cancelled and the return was processed, but the monthly rental fee for the device was inadvertently not cancelled. This was a mistake that we apologize for as it should not have happened. We have since resolved that issue, the rental agreement has been cancelled and the $25 refund was processed on May 23, 2024. We ask that the customer please allow 2-3 business days for the refund to be reflected back into their account. We thank the customer for allowing us the opportunity to get this issue resolved and again, we apologize that this occurred. If they have any other questions or concerns, please let us know so that we can get it resolved for you. Thank you for giving Nomad Internet a try and if we can assist you in the future, we would be happy to do so. 

  Customer response

  05/28/2024

  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.
  
  Regards,
  
  *******************

• Initial Complaint

  05/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I made the terrible mistake of trying out Nomad internet close to one year ago. The device immediately failed to work and had worse connectivity and performance than my cell phone. For all intended purposes it was useless. Considering that I paid hundreds of dollars for the modem, I was under the impression that I was the owner of the modem and threw it away but it turns out that the fee you pay is a "membership fee" to "lease" the modem. After a month (10 months ago now), I contacted Nomad and told them I want to cancel. They said that I cannot cancel since I have to return the equipment. I do not have the equipment and thus can't return the equipment. They have kept charging me for 10 months now and refusing to cancel. I contacted them multiple times and threatened legal action if they do not cancel. I have now escalated to my bank to block any further charges and all previous 10 months of charges. I have involved a lawyer to take over the handling of this case since this is ridiculous. Now all of sudden they keep sending me threats to pay or they will send the (putatively illegal) invoices to collections. I was advised by my lawyer to pay and then *** in court.Avoid at all cost! It's incredible to me that this company is allowed to continue to do business. Feel free to contact me if there are similar stories out there and want to explore a class action lawsuit against Nomad.

  Business response

  05/16/2024

  Unfortunately, there is no account associated with this email address: ********************************************* . Please have the customer respond with their account email address so that we can proceed with researching their complaint and get a resolution. Thank you. 

• Initial Complaint

  05/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Bad internet speeds, and now they upgraded my plan without me knowing. I have to constantly restart router or clear the cache/dns ipconfig. I've contacted them numerous times to no avail. bunch of clowns.

  Business response

  05/13/2024

  This customer did contact us multiple times, but each time our customer service team attempted to assist the customer, he refused to do anything that our team asked of him to do. We do not guarantee speeds due to the fact that there are multiple things that can affect the speeds that the customer receives. This is stated in the terms of service section 12: SPEED OF SERVICE Back to top
  Speed rates, which describes the rate at which data is transmitted on the network, depend upon the cellular service coverage and equipment capabilities. The maximum speed for the service is stated under optimal conditions and may vary significantly. Plans may also have speed limits imposed by the network provider. Nomad Internet does not offer, disclose, or guarantee minimum speeds. All memberships are provided on an AS IS basis and throughput speeds are not guaranteed.
  Availability of service may vary and the speed of data may be reduced by things such as: data usage; proximity to and availability of service from your local tower; the number of users using the network; and overall traffic or congestion in the area. Speeds and service could be disrupted or become unavailable from time to time due to maintenance, modifications, or repairs of the Provider's infrastructure; emergencies; inclement weather or environmental changes; power outages; and other factors outside of our control or any of our Partners control.
  
  I am also going to attach a picture where the customer reached out and requested help, our team asked him to move the device to a new location to see if they could get better speeds and the customer simply stated no. The customer was also informed of the 7 day money back guarantee at that time. We are sorry that the speeds are not what the customer was expecting, and we would be happy to assist this customer again if they are willing to work with our team in order to improve their speeds. We thank this customer for giving ********************** a try. 

  Customer response

  05/14/2024

  Complaint: 21668757
  
  I am rejecting this response because:  You can defiantly tell a woman wrote that.  Imagine doing 1 small screenshot of a whole conversation.  My modem is outside.  Clowns.  Enjoy your cats.
  
  Regards,
  
  *************************

  Business response

  05/18/2024

  Thank you for this response. As stated previously, our speeds aren't guaranteed and there are multiple factors that affect the internet speeds. When you signed up for Nomad service, you agreed to the terms of service, and it is clearly stated in section 12: 
  
  12. SPEED OF SERVICE Back to top
  Speed rates, which describes the rate at which data is transmitted on the network, depend upon the cellular service coverage and equipment capabilities. The maximum speed for the service is stated under optimal conditions and may vary significantly. Plans may also have speed limits imposed by the network provider. Nomad Internet does not offer, disclose, or guarantee minimum speeds. All memberships are provided on an AS IS basis and throughput speeds are not guaranteed.
  Availability of service may vary and the speed of data may be reduced by things such as: data usage; proximity to and availability of service from your local tower; the number of users using the network; and overall traffic or congestion in the area. Speeds and service could be disrupted or become unavailable from time to time due to maintenance, modifications, or repairs of the Provider's infrastructure; emergencies; inclement weather or environmental changes; power outages; and other factors outside of our control or any of our Partners control.

  Thank you. 

  Customer response

  05/21/2024

  Complaint: 21668757
  
  I am rejecting this response because: just doing lawyer jargon.  Service constantly goes out.  end of story.
  
  Regards,
  
  *************************

  Customer response

  05/21/2024

  Complaint: 21668757
  
  I am rejecting this response because:

  I am rejecting this response because: just doing lawyer jargon.  Service constantly goes out.  end of story.
  
  Regards,
  
  *************************

  Business response

  05/22/2024

  At this point I am unsure how to further assist this customer. If he would like to proceed with cancellation, he can reach out to our customer support team by live chat from ****************************** or by calling **************. The customer has not reached back out to our team since May 3, 2024. We apologize that our service does not meet this individuals needs or expectations 

  Customer response

  05/23/2024

  Complaint: 21668757
  
  I am rejecting this response because: Could  always send a better router or upgrade service on their end.  Pretty simple.
  
  Regards,
  
  *************************

• Initial Complaint

  05/06/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had services with Nomad internet for roughly 2 months . Despite paying my monthly bill and getting confirmations, the company would shut off my internet every night at midnight. After many calls nightly with customer service who was far from kind, I requested service cancelation on 9/2023. It took numerous calls and e-mails to finally get the cancellation processed. Then they would not give me an address to return the modem. That took several days . Finally I got an email with step by step on where to *** the modem back to. The mode. Was returned, I received a confirmation email from the company. Today , months later 5/3/2024, I get a threatening email claiming they will send me to collections for non payment of service and are charging me for modem as a non return. I emailed the company as calling them is a nightmare. I also , contacted on social media and do not have a reply.

  Business response

  05/08/2024

  This customer purchased a ********************** membership on May 27, 2023, and received their device on June 6, 2023. As stated in the complaint, the customer did reach out to us in August 2023 with complaints of service, after working with the customer and the issue continued the customer requested to cancel service on August 4, 2023. The customer did return the device and the service was cancelled on October 9, 2023. Due to an update with the billing system this customer did receive a new bill on May 8, 2024. The customer reached out to us and the issue was resolved after being able to locate the returned device. The customer's account is cancelled, and the customer did not owe ********************** anything. We apologize to the customer for the inconvenience that this issue caused, and we appreciate them allowing us to correct this issue. If the customer has any other questions or concerns, we ask that they reach out via email or phone call so that we can get it resolved for them. Thank you for giving Nomad a try and if we can ever be of assistance to you again, please reach out. 

  Customer response

  05/09/2024

  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.  The company has corrected the issue and addressed the matter via their ******** messenger as they never acknowledged my emails . Regardless the issue has been corrected . 
  
  Regards,
  
  ***************************

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought this device and there was an account setup fee??? In total was charged $116.91 just for the device. And the plan was a joke I paid $149 for 3 and $169 the first for speeds that I wasnt even getting half of. I complained multiple times but they each time said it was my fault even though I was paying for 200 mbps I was only getting 50 mbps. Once they said they would fix it but when I asked them if it was fixed my emails a d calls went ignored. I bought the device and they are refusing a refund, and expect me to pay for shipping. ******.. NO! I bought the device its mine unless I get a refund a $90 membership fee bull c*** they are making you buy it faulty business practices, scam business, BBB PLEASE shut them down

  Business response

  04/15/2024

  This customer purchased a ********************** membership on December 8, 2023. The customer had the ********************** Prime and Travel add-ons selected at checkout and on January 8, 2024, the customer reached out requesting to cancel those add-ons for their plan. The customer reached out on April 8, 2024 requesting cancellation due to the cost of the monthly plans and stated that they are unable to currently afford the plan. The customer was sent the return instructions, which included an RMA number and instructions for returning the device, as stated in the Nomad Terms of Service which the customer agreed to upon the purchase of the Nomad plan. The customer is requesting a refund of the device which it states in the Terms of Service, section 2: Upon enrollment, you are responsible for paying a one-time Membership Fee for each new plan you subscribe to. Membership constitutes the lease for your Nomad modem. The Membership Fee does not constitute ownership of any provided equipment. All modems, regardless of brand and type, are the property of Nomad Internet. In order to cancel the plan, the customer is responsible for returning the device, which is also stated in the terms of service section 4: While a member may request cancellation of their Membership with Nomad Internet at any time, cancellation of any subscription can only take place when the Device(s) has been returned to Nomad Internet and associated tracking information states that the unit has been received by Nomad Internet. As each modem that is sent out has its own corresponding billing subscription, there can be multiple subscriptions under one membership. As such, to avoid being billed for a Device you are no longer using, it is your responsibility to ship any Device, working or not working, back to Nomad.
  At this time the customers subscription is paused until April 22, 2024, to give the customer time to return the device, if the device is not returned by this date the subscription will become active again. If the customer does return the device, please send tracking information so that we can update the ticket in order to prevent the customer from being billed. We hope that this resolves the customers issues, and we are looking forward to getting that device returned so that we can cancel the subscription for the customer. 

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  this business charged me multiple times for service on 2 different cards and then deactivated my service and said i needed to pay $99 more to turn back on after being charged twice i asked to speak to supervisors and was placed on hold by agent ***** for hours and has caused me to lose my job

  Business response

  04/15/2024

  This customer purchased the ********************** membership by doing the device rental program. With the program selected the customer is responsible for paying the device rental based on the agreement with that company. The customer failed to pay the device rental, therefore the services were paused until that rental agreement payment was completed. The customer had also upgraded from the 100 mbps plan at $99 a month to the 200 mbps plan at $149 a month. At this point it looks as though the customer has paid the device rental agreement and her plan is currently active. The customer does have a credit of $164.90 on her account for the monthly plan payment, which will be due at the end of the month. We hope that this customers issue has been resolved and we thank them for being a Nomad customer. 

  Customer response

  04/15/2024

  Complaint: 21546855
  
  I am rejecting this response because:
  
  Regards,
  
  ******************************* I HAD TO PAY 2 TIMES IN ONE MONTH ALMOST 300 DOLLARS ABD 2 AGENTS LIED TO ME AND SAID I HAD NO PAYMENTS DUE TOBI AND ********; THEN NEXT DAY MY SERVICE IS OFF WHICH CAUSE ME TO LOSE ANOTHER JOB BECAUSE OF THEM INTERRUPING MY SERVICE DUE TO NO FAULT OF MINE 

  Business response

  04/16/2024

  This customer did have to pay a monthly fee 2x in the month due to her decision to upgrade plans. She received a credit to her account for the previous payment that was made, and that credit will cover the next monthly payment on her account. The customer was aware of the second charge on her account when she requested to upgrade her plan. She currently has $164 credit on her account for the next monthly charge. We hope that this resolves this customers issue and we apologize for any inconvenience that they might have faced with our service. 

• Initial Complaint

  04/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I signed up for the Nomad Internet. I made a payment upfront for the modem rental and shipment. Then when I received it, I paid the $100 to start services. The modem wasnt set up right so between that and the modem needing time to reboot, I missed a day of usage. I had to spend a lot of time on the phone and internet to figure it out. Then, I received an email to update payment method as they had a flex thing. I emailed them and they said to disregard as the next payment isnt due until April. A random day, yesterday, they shut off my internet. Come to find out, it was because I didnt sign up for their new flex pay. It was my understanding, it was resolved at sign up. Because they want to change things and require me to do so, they shut off my internet. I would have to go on the internet to do so but they shut it off and wouldnt turn it back on until I completed this application. And there were errors with the application. I tried to call numerous times that night and the next morning without an ability to reach someone. It had been a huge mess. Now I paid for a full month and about a week of what I paid for cant be used. It caused a lot of time and stress trying to figure this out with a HUGE lack of customer service! It is ridiculous! And then they asked for me to pay $299 for the modem. None of this was in the agreement upon starting services. They sent the emails to refer people before confirmation of my modem. It took forever for the modem to even ship and be received!

  Business response

  04/09/2024

  This customer used a new program that ********************** had to offer in order to purchase her new plan. Unfortunately, during this time we had to transition everything to a new system and unfortunately because the customer did not update the card on file it caused her internet to be shut off. The customer reached out to us to cancel her plan and she was sent an RMA number, along with instructions. Normally when a customer elects to cancel service, per the Terms of Service, the customer is responsible for returning the device, along with the fees to return the device. We have sent the customer a return label to return the device since she did face difficulty with the account. We hope that this resolves the customers issue and we are sorry that they faced difficulty with the service. 

  Customer response

  04/10/2024

  Complaint: 21530109
  
  I am rejecting this response because: the information was not truthful. Day 1, the modem was not set up correctly. I spent the day with support remedying the situation. Then I received an email that appear concerning about needing something updated. I received an email back stating to not worry about it as my bill wasnt due until April. So due to this I disregarded. Then, in the middle of my daughters school work and etc, our internet was shut off. I was told to go through the steps to switch to a new system which required internet access, which they shut off. They refused to turn back on so this wasnt completed. Due to their lack of customer service and way they responded, I was frustrated after spending a few days trying to work with them. They dont even answer the phones. Due to the frustration and saying I all of a sudden need to pay $299 for the modem, I did cancel due to their issues. They did send me a label and it was received back to them. PLUS, after cancellation, they decided to charge my card another $25!! Who knows what for! And this wasnt returned. NEVER sign up for their service, especially with their recent response to this. Due to their incompetence, I deserve a refund of the $25 they charged for no reason as well as the month of service I paid for and did not receive due to their impulsive switch to a new program. That was NOT in the agreement upon signing up.
  
  Regards,
  
  *****************************

  Business response

  04/17/2024

  We received the device back on April 10th and the customer was refunded the $25, along with the account subscription being cancelled. We do apologize for the issues the customer faced with our customer service team and we hope that this resolves this customers issue. Thank you for giving Nomad a try. 

  Customer response

  04/18/2024

  Complaint: 21530109
  
  I am rejecting this response because: I received the $25 that was charged after I canceled the subscription; however, I did not receive the refund from the unused month where they turned off the internet due to their lack of organization for deciding the change things last minute that was not in the agreement. I paid for a full month. I missed days in the beginning due to the device not being set up correctly on their end and a week after they stopped the internet. Is the business even reading my responses?
  
  Regards,
  
  *****************************

  Customer response

  04/22/2024

  Complaint: 21530109
  
  I am rejecting this response because:
  

  I received the $25 that was charged after I canceled the subscription; however, I did not receive the refund from the unused month where they turned off the internet due to their lack of organization for deciding the change things last minute that was not in the agreement. I paid for a full month. I missed days in the beginning due to the device not being set up correctly on their end and a week after they stopped the internet. Is the business even reading my responses?

  
  Regards,
  
  *****************************

  Business response

  04/26/2024

  The customers monthly charge failed and was not processed due to insufficient funds in their account. At this time there is nothing for us to refund back to the customer. The customer's account has been cancelled and all refunds have been processed. We hope that this resolves this customers issues and we thank them for giving us the opportunity to resolve the issue for them. 

  Customer response

  04/29/2024

  Complaint: 21530109
  
  I am rejecting this response because: this is not accurate. The payment went through prior to starting their service. The month was not completed due to them turning it off because they switched companies or software. Im not sure what they are referencing. Probably the $25 they tried to charge me AFTER I canceled the service since they stopped providing the service and I did not even get the full month I paid for? I think they are intentionally not reading it to avoid paying what they owe.
  
  Regards,
  
  *****************************

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Was ripped off by this company not honoring their 7 day money back guarantee out over 100 dollars because a full refund was not received

  Business response

  04/03/2024

  This customer placed an order on March 15, 2024 in the amount of $229.90 and the device was delivered on March 20, 2024. The customer contacted ********************** on March 21st to start the return process. The customer did return the device and our team processed a refund in the amount of $159.00. The billing department took the total payment and deducted the activation fee and shipping fee. Upon receiving the BBB complaint from this customer, we looked into the customer's account and realized that they had free shipping, therefore they were refunded an additional $40.95 on April 3, 2024, to bring the total refund amount to $199.95, This is the total amount paid minus the activation fee. It is stated in the Nomad terms of service that the shipping and activation fees are non-refundable. We apologize for this inconvenience and hope that this resolution is satisfactory for the customer. 

  Customer response

  04/04/2024

  Complaint: 21510735
  
  I am rejecting this response because:
  
  did not receive additional refund they are claiming to have sent 

  
  Regards,
  
  *********************

  Business response

  04/04/2024

  The refund was processed on April 3, 2024. It can take 5-7 business days to process, depending on the financial institution. Another 0.50 was refunded on April 4, 2024. Please see the attached screenshot of the refunds that were processed and time stamp with the date and time the refunds were processed. We hope that this will resolve this customer's issue. 

  Customer response

  04/05/2024

  Complaint: 21510735
  
  I am rejecting this response because:

  I find it unacceptable to charge someone an activation fee for something you never activated all you did was ship the device to me and I returned it without ever activating this is unacceptable to me and show yall are just out to rip people off an take peoples hard earned money for nothing I could understand if services were rendered but you did nothing 

  
  Regards,
  
  *********************

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I only had this service for a month and it was absolutely horrible!! I cancelled after that but to this day they keep trying to bill me and they. Refuse to. Stop they are a horrible horrible company they need to Stop trying to bill me!!

  Business response

  03/29/2024

  The customer did reach out to cancel with us in November 2023, but in order to cancel the terms of service states that you are to return the device. The customer never returned the device, therefore billing continued. On February 8, 2024 the customer reached out and requested to begin service again. The customer had an outstanding bill of $600, but the billing team resolved that outstanding payment, but the customer has continued to block all of our payment request. The customer will need to return the device in order to have the service cancelled. They will need to reach out and request cancellation along with an RMA number in order to get this issue resolved. 

  Customer response

  04/03/2024

  Complaint: 21478427
  
  I am rejecting this response because:
  Both modems were returned a long time ago... I provided the tracking number 3 timrs to these people I'm tired of always giving it to them. They have the equipment this is ridiculous!!! 
  Regards,
  
  ***************************

  Business response

  04/03/2024

  If the customer has used another email address while corresponding with our team I would like for it to be shared because at this time we have very limited conversations with the email address provided for the BBB. The last conversation that we had with the customer was on February 8. ********************************************* no communication has a tracking number been sent. If the customer would like to share the tracking number to show where the device was sent and delivered, I would be happy to cancel the account, but at this time we do not have any records of where the device was sent back to us, as the terms of service have it stated in order to cancel. 

*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. ↩