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Business Profile

Internet Providers

SkyMobile LLC

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 40 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/17/2024

    Type:Billing Issues
    Status:
    Resolved
    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 charged 3 times in the month of April 149.99 which is my normal monthly fee. 1 charge is ligament the other two I am sure are in error. However aftering emailing this company at least 6-10 times over several days there has been no response whatsoever. There is no phone number provided for this company. I was able to get a phone number from my bank but it doesn't work. Just a constant busy signal. I have been a loyal customer with this company for nearly two years. I am now afraid to put anymore money in my bank account for fear they will take that too. I am incurring NSF charges as well. Not only are they taking money without authorization they are destroying my good name.

    Business Response

    Date: 04/19/2024

    Complaint login..64829570ADFB4 The issue has been resolved. Thank you,

    Customer Answer

    Date: 04/19/2024

    Better Business Bureau:


    I have reviewed the response made by the business in reference to my complaint and find that this resolution is satisfactory to me. 





    Regards,



    Complaint ID: 21587874




     


     


     

  • Initial Complaint

    Date:02/03/2024

    Type:Billing Issues
    Status:
    Unanswered
    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.
    On Feb 3 2024 they took 200.00 from my account and I have not been a customer for almost 2 years now.. They are saying I didn't return my modem which I didn't know I had to and now 2 years later I get charged.. I'm returning it liked they asked but they are not holding my money and they were cancelled due to they had lost their contract with at&t and that's the only provider I could get at my house so them losing that contract made me cancel service and when I canceled they didn't send me a return label or even tell me the steps I had to do after cancellation.. I want my money or I'm getting a lawyer

  • Initial Complaint

    Date:11/10/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 was subscribed to the unlimited cellular internet plan for which I was paying $149.99 per month. Repeatedly, over the course of a year, I was unable to connect despite having excellent cell phone coverage. The company claims to have on online chat feature which was disabled, and has since been removed from the website. They only provide an email for technical support and only sporadically seem to respond. At time, I waited days for a response, requesting a phone number to trouble shoot the issues, which was never provided. It is essentially impossible to fix this kind of issue, especially in a timely manner, via an exchange of emails. In one exchange, the company admitted to widespread service issues with Verizon. They knew of issues and did not proactively address them with customers not receiving the service for which they paid. After cancelling I was still charged an additional month for service I did not receive. Weeks after cancelling, I received a request to return the device. As I no longer had it, I was charged an additional $199. This is far in excess of its actual value. The company only provided a screenshot of their current terms to support the claim. They have not provided documentation that these were the terms in effect at the time I signed up for service, and I do not recall there being a requirement to return the device.

  • Initial Complaint

    Date:11/02/2023

    Type:Billing Issues
    Status:
    Unanswered
    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.
    My internet has been out going on 4 days. I have emailed them multiple times with no response in this 4 days. There is no phone number provided for you to call only email. This happens every month. I have to go weeks without internet and then when they do happen to email me back a week later they will say they will adjust billing but they never do. I have gone without service this time for 4 days and I can not get anyone to contact me. I want to cancel my services now and they won't let you cancel on there website it says you have to email to cancel. Which is ironic since they don't answer emails. I have emailed to cancel 3 times now and still nothing. So, I'm going to keep being charged 149.99 a month for a service I'm not getting. This is a scam.

  • Initial Complaint

    Date:09/26/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 was a customer of SkyMobile LLC from January 2021 until March 2022. I cancelled service in March 2022 and had no further billing or contact with the company. On September 26, 2023 I received an email from the company stating they had performed an audit and determined I had a router belonging to the company and would need to return the router using a provided shipping label, and I would receive a refund of the equipment charge of $199.00 which was charged to my account on September 26, 2023.
    1. I was not aware that I had not purchased the device. Much of their documentation shows the devices as “purchased”, including the email I received.
    2. They charged $199.00 on my account a year and a half after I cancelled my service.
    I DO happen to have the router and I I will be sending it back to them using the provided shipping label, but there is something very wrong about the process and I would hate to see this happen to anyone else. I’ve attached as much relevant documentation as I could find.

SkyMobile LLC is NOT a BBB Accredited Business.

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