ComplaintsforNomad Internet

• Initial Complaint

  03/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I had the choice to purchase the modem at $199 or pay $20/month. It came with a ******* SIM card. There was an activation charge as well. The internet service okay at best. We used it for traveling for 2 months. We purchased this because it stated it can be turned on/off at any time as there is no contract. I paid $99/mo for the 2 months of internet and attempted to contact them via their website messaging prior to the 3rd month to stop service and avoid charge. Nobody responded. I was subsequently charged. I emailed them about this and then ended up calling and was told I had to upgrade my service (I.e:pay more per month so I can pause service for up to 3 months) otherwise I had to cancel service and send back the equipment. I asked for a refund of the 3rd month of service that wasnt used as well as a partial refund of the modem fee since I could have paid $20/mo to rent it but paid $199 to buy it and was now told to send it back. I was denied both fees and told to pay for the cost of shipping it back and if it is not received in time I will continue to be charged monthly or sent to collections if I dont pay per heir policies.

  Business response

  03/09/2024

  This customer has been with ********************** since November 2023. They signed up for the Nomad Rural Unlimited 100 Mbps plan, which is not the travel plan upgrade. It was stated on the website and on the terms of service that the customer agreed to upon checking out that the customer must have the travel plan upgrade in order to be able to pause the account. As stated in section 3.1 of the terms of service: Effective September 1, 2023, Nomad Internet will provide an Optional upgrade option for a Member to enable the ability to Pause your subscription upon checkout. If a Member chooses this optional upgrade at checkout, the Member has the ability to Pause their subscription with Nomad at any point their internet services are not being used. A Member can Pause their subscription through the Nomad Internet app or by submitting a request on Nomads online request form here. A Member can pause their services for up to 3 months (90 days) at a time, and up to 6 months (180 days), out of every 12-month period.

  The customer did reach out to the customer service team and was offered the option to upgrade the plan to the travel plan in order to pause the service, but the customer declined and proceeded to cancel the service. As stated in the terms of service, the customer must return the device prior to the account being cancelled. Once the customer is sent the return instructions with an RMA number, the customer's account is paused so that they will not be billed. This customers account is currently paused until March 11, 2024. Once we receive the device and test it to ensure it is still in proper working condition the account will be cancelled. We hope that this resolves the customers issue and if not, we ask that they reach out to us via live chat or email and we will be happy to assist them. 

  Customer response

  03/12/2024

  Complaint: 21369387
  
  I am rejecting this response because:

  I attempted to cancel service prior to being charged on 2/25/24. Nobody from Nomad responded. After being charged I, again reached out and was told I would not be refunded for March despite not using the service as well as requesting the service be cancelled. They offer a choice of a rental of their modem for $19.99/mo or $199. I chose $199 thinking this was a purchase. Clearly after the customer service I received and the overcharge of the month I did not use the device, being told to return the device at my expense was a bit of a shock seeing as I only had it for 2 months and could have paid a total of $40 had I rented it. I am requesting a refund of March at $99 as well as a refund of the device cost ($199-********** I had it).  

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

  Business response

  03/18/2024

  This customer has finalized her cancellation of the Nomad membership by returning the device. Her account has been canceled and a refund for the monthly charge on February 25, 2024 in the amount of $99.95 has been refunded. The customer is requesting a refund of the device, but due to the Terms of Service that the customer agreed upon, she is outside of the 7 day money back guarantee. The terms of service has it stated in section 1: 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. Also, section 5.2 states: After your 7-Day Money Back Guarantee, if you would like to cancel your Nomad Internet service, you will be responsible for the full month and no refunds will be provided. We hope that this resolution is satisfactory for the customer. Thank you for being a member of the Nomad family.

  Customer response

  03/19/2024

  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.
  

  In addition, I do ask that Nomad consider  having up front advertising about their products and highly consider getting permission from ******* to use their SD cards that they are selling to customers and then requesting back upon service cancellation for resale to the next unknowing customer.  

  This complaint was never about the money as much as it was about business integrity and Nomads lack of it. Having policies that you refer to does not give you the right to continue to do unethical things.
  
  Regards,
  
  *************************

• Initial Complaint

  02/20/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to cancel for over a year and no one can help me. Ive tried calling their customer service and been on hold forever with no answer. Ive private message through the app to be told I have to call the customer service number and Ive tried emailing to no response from the department.

  Business response

  02/27/2024

  This customer has been a member of ********************** since September 2021. The customer reached out to our customer service team on December 27, 2023, at 6:27AM requesting cancellation. A member of our team, Mr. ******************** reached out to her at 10:59AM on the same day asking the reason for the cancellation request. We never heard back from the customer; therefore, we did not send an RMA number for the customer to return the device, nor did we cancel the service due to the fact often times customers want to cancel due to a technical issue, but once they are able to talk with customer service the issue is resolved, and they do not cancel. If this customer would still like to cancel, we ask that she reach out via email or phone ************* to proceed with the cancellation. We thank this customer for being a ********************** customer and hope to have this issue resolved in a timely manner. 

  Customer response

  02/28/2024

  Complaint: 21317956
  
  I am rejecting this response because: I have reached out multiple times over the last year and always been told I had to call and that was the only way to cancel. Ive called multiple times to customer service and been on hold for a long time with no answers, just sit on hold. And they are only open during normal business hours, which I work and cannot be on hold for that long to just wait for someone to answer. Not one person has told me I can email to get a cancellation started. Please see attached picture of the one of the messages I received. I would like at least a refund since it has taken this long to try to get this cancelled and they have been charging me $129 every month. 
  
  Regards,
  
  ***********************

  Business response

  03/07/2024

  At this time the customer has not returned the device, therefore we are unable to process a cancellation or a refund. Once the customer has returned the device, we will look at refunding the most recent months bill. This is 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.
  
  There is a new online form that the customer may use to request cancellation, which can be found on the Terms of Service page on the Nomad website. Which can be found at this link: www.nomadinternet.com/policies/terms-of-service 
  
  
  

• Initial Complaint

  02/19/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I placed my initial order for a Nomad air device 1/5/24. The website hides the fact that you are getting a used device and that the battery needs to be ordered as a separate item. The initial order arrived promptly a week later. I contacted the company and was informed that it is listed that you might receive a previously used item. This fact is however not noted on the webpage where you add the item to your cart. After I had gotten that information and accepted it. The website is not user friendly and it is a challenge to get to the correct page to order the battery which it lists as pre-order generally shipping in 2-4 weeks. I placed my second order 1/10/24 for a battery as I need to use the device without an outlet. I did also initiate my service on the device 1/10/24 opting for the $99.95/ month plan. When contacting the company 2/17/24 to find out why my battery had not yet shipped I had observed that the company had billed me $140 for my monthly service, placing 2 add on services I had not signed up for on my account. I contacted the company demanding they be removed and am waiting for resolution on that issue as well as still waiting for the delivery of my battery.

  Business response

  02/27/2024

  We would like to apologize for the delay in getting the battery pack shipped out to you. Normal shipping time for this accessory is 2-4 weeks, but this is way past that period. A tracking number should be emailed to you by February 28, 2024, and you should receive this accessory within the next week. A customer service representative has also reached out via email for more information in order to get this customer's issue resolved. We look forward to hearing back from this customer and getting their issue resolved. 

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was looking for internet. Found this online, said their service was reliable and good. Said they had a no ey back guarantee if cancelled with 10 or 14 days. I laid for the router and service set up. The service was not able to provide what they said, so I contacted them to cancel in the third day. They said they would pause my service for 2 weeks and to return the equipment t and the service would be cancelled. I sent the equipment back by ***** **** took way longer to deliver the package. (I had notified nomad if the tracking number and when the package should be delivered as they requested). They charged me another month and then when they finally got the router (that I had paid for) they finally cancelled the service but did not refund me anything. They got two months of service charges and what I paid for the router and the router back. We used the service for only a few days because it was not adequate or reliable.

  Business response

  02/11/2024

  This customer purchased her ********************** Membership on December 13, 2023. The device was delivered on December 18, 2023. The customer requested cancellation on December 23, 2023; which is within the 7 day money back guarantee. This customer account was paused for 14 days and was sent a reminder to return the device so that they would not be charged again and would qualify for the money back guarantee. The customer did not return the device until January 25, ****, which is outside of the 14 day grace ****** to have the device returned, as stated in the Terms of Service.  
  
  Terms of Service 4.1: 
  On receipt of your RMA instructions, your subscription for Nomad services will be paused for two (2) weeks. This is your 14-***************** Our warehouse must receive your modem within this 14-***************** otherwise, your subscription will resume as normal and you will continue to be billed.
  
  If Nomad receives your modem after your 14-***************** you will not be refunded for your Membership or subscription, even if your cancellation request was within your 7-day Money Back Guarantee ******.
  
  The customer used **** tracking and it was stated that they received the package on January 22, ****; which was also outside the 14 day grace ******. The tracking number she provided was: 9505 **** **** **** **** 05
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My initial modem stopped working. I received no internet service for the last billing period even though I paid. They sent a replacement modem that didn't work. This took several days worth of chats and emails.I returned the first modem. I received the second and when it didn't work. I asked for a label to return it. I was repeatedly sent the same label I received for the first modem. Both modems were returned using the label they sent. I received confirmation. They are saying that I only returned one modem. I continue to receive bills despite not having received internet service for several months. They claim this is because they don't have the equipment yet both have been returned. Likewise, it seems they had attempted to double bill me for several months earlier due to some confusion. Again, asking if I had one or two modems. All I request is for them to stop billing my card and to cancel the subscription.

  Business response

  02/06/2024

  This customer contacted us in December 2023 to cancel their service. The customer did return both devices in one box, but at the time only one subscription was cancelled. We did not receive the device until January ****. The customer was last charged on December 7, 2023. Both subscriptions have been cancelled and the customer has not been charged since prior to the device being returned, therefore the customer is not owed a refund at this time. We thank this customer for giving ********************** a try and ask them if there is anything else we can do for them, to please reach out via email, live chat or phone call so that we can further assist them. 

  Customer response

  02/07/2024

  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

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been a customer of ********************** since 2020 and, although the service was spotty at times, I never really had any problems. New internet was recently made available at my address for a much lower price that what I was paying so I decided to switch. I contacted Nomad about canceling my service. They provided me instructions to return my modem to them and provide them with the tracking information and that once that was provided, my service would be cancelled. All of those instructions were followed and the package was mailed on 1/9/2024 and the tracking number was provided to Nomad. On 1/17/2024 my account was charged for another month of service. After several failed attempts to reach the company for a refund, I have decided to file this complaint. Especially after reading through all of the other complaints and realizing that I may not receive a refund and, actually, may even be charged again next month.

  Business response

  01/22/2024

  This customer has been with ********************** since May of 2020. This customer requested cancellation in January of **** and returned the device. We did not receive the device until after the January 17th monthly charge had taken place, we apologize for this and we have refunded that payment. The customer returned the device and we processed that device return on January 22, ****. At that time the customer's account was cancelled and the refund in the amount of $129.00 was processed. We ask the customer to allow 5-7 business days in order for the refunded amount to be processed back into their account. We thank this customer for being a long time ********************** customer and if there is anything we can do to assist them in the future to please reach back out to us so that we can further assist them. 

• Initial Complaint

  01/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Purchased modem for home Internet service with this company. Modem says will be shipped 3-5 days. Took over 3 weeks, they said they'd refund shipping because late, they did not. Prepaid for 1st month, after I got the modem they wanted me to pay again. Modem came 2ith no Instructions, nor did the app they referred me to. And the worst, the night I purchased the service, ***** loans places emailed and texted me...I did not apply for any such loans. I think nomad sold all my info to these spammers and scam companies. Fraudulent business in my opinion.

  Business response

  01/16/2024

  The email address that was provided: *********************** does not have an account associated with it. The name provided, ***************************, has pulled up multiple accounts. I will be happy to assist the customer if she can provide me with the account email address so that I can ensure the issue is resolved. I look forward to hearing back from this customer soon. 

  Customer response

  01/20/2024

  Complaint: 21145012
  
  I am rejecting this response because: nomad has done nothing to fix ANYTHING. This business has sold all of my info to loan places, banks etc...i am inundated with spam since the night I ordered nomad. I would like my full deposit refund, shipping refund and I may have to press charges for selling my info.
  
  Regards,
  
  ***************************

  Business response

  01/23/2024

  This customer's email address that was provided per the BBB complaint is:***********************, but this is not the account email address. After doing some further research I believe we have located the correct account for this customer using this email address: ********************* This customer purchased the ********************** membership on December 18, 2023 and it was delivered on January 8, ****. This customer reached out to us on January 20, **** which is after the 7 day full refund time period as stated in the Terms of Service that the customer agreed to upon purchase of the membership. Since it was outside the 7 days of the return period, the customer's account has been cancelled and no refund will be processed. This customer is also stating that we sold her information, but we do not sell anyone's information. We have this stated in the privacy policy on our website: We have implemented appropriate technical, organizational and security measures designed to protect your ************** However, please note that we cannot guarantee that the information will not be compromised as a result of unauthorized penetration to our servers. Because no security measures are perfect, there is always some risk involved in transmitting your information over the internet. We cannot guarantee the security of your information, and you transmit it to and through the Service at your own risk.  As the security of information depends in part on the security of the computer, device or network you use to communicate with us and the security you use to protect your user IDs and passwords, please make sure to take appropriate measures to protect this information. We hope that this customers issue has been resolved and we thank them for giving Nomad a try. 

  Customer response

  01/24/2024

  Complaint: 21145012
  
  I am rejecting this response because: I tried to screenshot their responses and how vague and unhelpful they are, but there were so many they didn't fit. I waited 3 weeks for them to send me this, but they give me 1 week to return it? They promised a discount after they messed up...nothing ever happened and this company is the worst I've ever dealt with. Very unprofessional and I suppose it's coincidental that I receive spam the night I ordered this?? I don't think so. They won't get their non working modem or anything returned until they refund me. Junk company... beware!!!
  
  Regards,
  
  ***************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  1st order placed December 29 2023 with 3 day priority shipping fee paid, ORDER #***********. Did not receive any communication or product. Order cancelled on January 2 **** without issue. Decided to give them a 2nd chance and placed another order .2nd order placed January 4th ****, order number #***********, with 3-5 day shipping. Chatted to support on January 9 ******************************************************************************** shipped. Support team said it would ship before January 12 ****. Received email January 11 **** stating the order was delayed and they did not have a time-frame for when it would actually ship. I chatted again to support to cancel the order because I went ahead and secured a different service provider after waiting 3 weeks for Nomad to arrive. They are refusing to cancel the order and refund my money. They have repeatedly said it's being "escalated" and then I receive an email a day later saying the order will come, don't worry. I have had to chat in and call them repeatedly this week in this same loop. This is a scam company. There are dozens of other people on their social media ads leaving the same complaints as me.

  Business response

  01/16/2024

  This customer placed 2 orders with **********************, one on December 29, 2023, and then another on January 4, ****. The December 29, ****, order was cancelled and refunded on January 2, ****. This customer reached out to us to cancel the second order on January 12, ****. The order was cancelled, and a refund was processed on January 14, ****. We hope that this resolved this customers issue and if they have any other issues or concerns, we ask that they reach back out to us so that we can further assist them. 

  Customer response

  01/16/2024

  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 but it is ridiculous that I had to resort to filing a complaint with the BBB in order to resolve this. 
  
  Regards,
  
  ***************************

• Initial Complaint

  01/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Nomad Internet Here is the detail on Nomad behavior when I inadvertently signed up for the service without knowing that the company is basically dishonest.Image 1 shows the acknowledgement from Nomad on 7/13/23 that the company has received the modem that I returned. Refunds were supposed to be made within ***** business days and it has now been more than five months since Nomad agreed to refund my purchase price.Image 2 shows all the amounts adding up to $****** that Nomad applied to my Barclays credit card. On 7-28-23 and 9-7-23 Nomad was still charging for service. ********* refunded some of the charges but would not reverse charges totalling ******

  Business response

  01/17/2024

  This customer purchased their ********************** membership on June 27, 2023. The device was delivered on June 29, 2023. Per Nomad's terms of service, the customer has 7 days from the date of delivery to determine if they would like to keep the device or return it for a refund. We received this customer's device back on July 18th and his account was cancelled. If the customer used another email address besides: ****************** to communicate the cancellation, please respond with the email address so that we look into those tickets. He was also refunded all monthly charges from June and July were also refunded. Since this customer did not start the return process until after the 7 days, the customers membership is non-refundable. We thank this customer for giving ********************** a try. 

  Customer response

  01/18/2024

  Complaint: 21139035
  
  I am rejecting this response because:

  I received the modem on July 3 and immediately determined that it was totally useless.  I got an RMA number (see included document please) and mailed it on July 3 at the post office (see **** tracking detail please). The ** indicates that Nomad received the modem on July 7. 

  As usual, Nomad is lying when the say they received it on the 18th.
  

  Thank you very much for the valuable service that the BBB makes available.

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

  Business response

  01/23/2024

  Thank you for the *** tracking information. With this information we were able to determine that the customer was within the ***** refund time period. Per Nomad's Terms of Service, the customer's refund was processed for $399.90 on January 23, ****. The refund amount was for the device minus the shipping cost ($24.86). We thank this customer for giving ********************** a try and we apologize that our service was not what they were expecting. We thank this customer for allowing us the opportunity to correct our mistake. If they have any other concerns or issues, we ask that they please reach out to us via live chat, phone or email. 

  Customer response

  01/24/2024

  Complaint: 21139035
  
  I am rejecting this response because:

  In the face of indusputable facts, and only because of the timely intervention by the ********************** Nomad has after six months agreed to refund the fraudulent charge of ****** for the worthless modem the company sent me last *********** *********** still owes me $199 and I am not disposed to letting Nomad get away with that fraud either. 

  I include the following two documents.  The first document shows the Nomad refund policy stating that they will refund all hardware and monthly charges if the equipment was returned on time.  Nomad received the equipment after four days complying with the refund policy as established by the *********** documents I provided a week ago.  The Nomad Fraudulent Activity document shows all the charges and refunds that Nomad made on my ********* credit card.  Some of the refunds are from Nomad and the others were made by Barclays Bank.  Nomad first billed me $199 for the first month of activity.  I cancelled the service immediately on 7/3/23.  That didn't stop Nomad from continuing to bill me for the service even though I did not get five seconds of Internet connectivity from the deal.  Not only that, they decided to enrich themselves further by billing me twice a month instead of just once.  In addition to $199 for the first month, Nomad billed me for $199 on 7/6/23, again on 7/27/23, again on 8/27/23, again on 9/7/23.  During this time I contacted ********* and the bank refunded those amounts but then reapplied another $199 on 9/13 when the bank decided to wash its hands of this problem and to let Nomad apply its fraudulent amounts.    The net result of all this is that I am still owed $199.

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

  
  
  
  
  

  Business response

  02/01/2024

  A refund in the amount of $199 was processed on February 1, ****. Please allow 5-7 business days for them to be posted to your account. We thank this customer for allowing us the opportunity to get their issue resolved.  

  Customer response

  02/02/2024

  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

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered rural internet through nomad. Nowhere did it say it only worked on ******* towers, the closest towers to me is over 60 miles away. I didn't have the modem even 24 hours and returned it. They refunded $119 for the service plan but will not return the money for the modem. I was told they would refund only $49.90 of $116 for membership, activation and shipping. I clearly don't have a membership for something that won't work at my location. I paid $16 to ship it back, I'm out that money too! The ***** AG has a pending lawsuit against them also. I want my hard earned money returned for something I could never use to begin with.

  Business response

  12/29/2023

  This customer purchased a ********************** membership on December 13, 2023, and it was delivered on December 15, 2023. This customer contacted our customer support team on December 18, 2023, requesting cancellation due to the fact that they did not have adequate service at their location. The customer was sent the return instructions, and she returned the device to **********************, per the terms of service. Once the device was received the billing team refunded the customer the monthly fee of $119 and also a portion of the membership was initially refunded. Based on the terms of service the shipping fees and activation fees are nonrefundable. After looking at the customer's account it was noted that the customer received free shipping and due to the mistake, that was made on Nomad's part with the initial refund, we refunded the entire amount of $116.91, which included the activation fee. We apologize for this mistake and thank the customer for allowing us the opportunity to correct this for them. 

  Customer response

  01/02/2024

  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,
  
  ***********************

*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. ↩