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:05/11/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  My internet stopped working in November of 2024. I attempted to contact Rural 4G approximately 25 times by phone, by email, and by completing support tickets. I still have no response. I finally stopped my credit card, they were automatically charging each month. This got me responses that my payment was late each month. I tried to reach them each time this happened. Today, I got a response that my account was cancelled. I have to use my cell phone's Bluetooth for internet service. I gave up.I payed several months without service.

• Initial Complaint

  Date:03/22/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore 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 not had this service since June 2024 and I am still be billed now I have ***** dollars worth of unpaid invoices on this account

  Business Response

  Date: 04/21/2025

  We do not have a request for cancellation on file for this customer. We have records of reaching out to the customer regarding an unpaid invoice, but we do not show a record of a request for cancellation. The customers account has not been successfully billed since June of 2024 and thus no money is owed to the customer. Without a cancellation request on file the system did continue to send a bill, but no money was withdrawn from the customer since June 2024 due to the customer cancelling the card on file. The account has been cancelled, and a request was provided to the customer for a return of the modem. To date we have not received a response from the customer regarding the return of the modem.  

  Customer Answer

  Date: 04/21/2025

   
  Complaint: 23103619
  
  I am rejecting this response because:

   

  I have made several attempts at calling the number provided by them on the emails but the number is disconnected. I have not received a return modem notification from them. I have sent them an email as well requesting to disconnect the service.
  
  Sincerely,
  
  Leshundara *****

• Initial Complaint

  Date:03/20/2025

  Type:Service or Repair 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 have contacted customer service multiple times and submitted support tickets. My router has not worked since December and they continue to charge me monthly.

  Business Response

  Date: 04/21/2025

  The customer was part of the outage that began in early December. Customer states that she sent an email requesting cancellation. We do not have an email from her on record. The customers account has been cancelled, and a message was left to the customers phone on file to contact us with any questions. The customer was also provided with information to return the modem in their possession.  

• Initial Complaint

  Date:02/23/2025

  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.

  Around November 2024, my internet went out completely and had to use a personal hotspot to continue working from home. After a week of back and forth with Rural 4G technical support, they determined the router was bad and sent me another (with no return label for the defective router). That router worked for about a week, and the internet went out again. After another week or so of back and forth with technical support, the phone system went directly to an automated message stating that they were experiencing a ******* outage. I work in IT, so I understand that the ******* towers in the ******, ******* area could support cell phones, but whatever changes did occur, affected the equipment Rural4G was using. After more than a week of outage, and no further ability to reach an actual person, I had to get a T-Mobile hotspot to continue working from home. To date, I never received a single response to emails, voicemail, or help desk *********'s been 2 month, we have moved from the area, and cannot even close our account since their phone lines are now down. Their website does not allow you to remove payment information, or cancel your account. You can't reach them via phones, and they do not respond to emails or help desk tickets. We are stuck!!!! On top of that, I have 3 routers (the 2 original ******* routers, and the 3rd T-Mobile router they sent as a result of the ******* outage) needing to be returned and have no idea where to send them, and don't want to get charged for them. In all honesty, it should be illegal for a company to make cancelling any subscription or service more difficult than it was to subscribe in the first place. If they continue to charge us for services we're not using, then I will be more than happy to help start whatever is necessary for a class action lawsuit based on all the other feedback I've read in the BBB website. Please immediately cancel our subscription and send us return labels *********!

  Business Response

  Date: 03/07/2025

  The customer was part of a severe outage we encountered. The customer was provided with a secondary modem to help resolve the outage. We spoke with the customer a number of times and informed them that we would be providing them with the replacement modem upon the issues that occurred with the initial modems. Per their most recent request the account has been cancelled and they were provided a refund for their service in January and February 2025. They were also provided with information of where to return the modems they are in possession of.

  Customer Answer

  Date: 04/02/2025

   
  Complaint: ********
  
  I am rejecting this response because: 

  I dispute Rural4G's response to my complaint #********. They refunded February, but then re-withdrew it from our account. Furthermore, they have continued to charge us for March and April as well. Their phone system is still down, and they have not responded to any of the multiple attempts to reach them via email directly from our account, or through the service ticket requests on their website. We cancelled our card, and had a new one re-issued with a new number and everything, and yet, we are still being charged! Something to do with agreements between **** & a vendor. I'm more than willing to mail their equipment back, but no one, and I mean not one person, has reached out or responded to us. Cancel our account immediately with no further charges!

  
  
  Sincerely,
  
  ******* *****

  Business Response

  Date: 04/21/2025

  We spoke with Mr. ***** and we discussed that due to him filing a chargeback on the charges for the bills in question we are unable to provide a refund. His account has been cancelled in our system. Additionally, we discussed their return of the equipment, and he was provided with the shipping information. The customer understood and was told to please reach out should he have any questions or additional concerns.  ..

  Customer Answer

  Date: 04/22/2025

   
  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:01/23/2025

  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.

  They have had a nation wide outage, they are still pulling payments out of my account. I have had no service for 2 months now. They have taken a total of 220 dollars for services I have not received.

  Business Response

  Date: 01/27/2025

  This customer was part of the outage that started on 12/2/2024. We had regular communications with the customer from the day of the outage through the end of December. The customer was also included in emailes that were sent out to customers on 12/8, 12/19 and 12/28. Ultimately the customers account was cancelled. 

  If the customer has not filed a credit card dispute, we will gladly refund the last months payment.

  Customer Answer

  Date: 01/28/2025

   
  Complaint: 22848521
  
  I am rejecting this response because: I have received no such emails and the system went down on Thanksgiving day. I have received no communication since some time in December. No emails except the ones showing that rural 4g withdrew money without rendering services. I have attempted to contact them multiple times. I would like to receive the last 2 payments that they toke l.
  
  Sincerely,
  
  ****** ****** **

  Business Response

  Date: 03/05/2025

  We show the account as cancelled in our system.  Will verify.

• Initial Complaint

  Date:01/16/2025

  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 have been billed for internet service that I didnt receive . The service stoped working 7 weeks ago and I was billed on my credit card. I have called 9 times and know one answers so I leave a voicemail and know one calls back. There message says that there service is down and they are working on it. I also emailed them as well stating I want 2 ******** refunded. I have received no response.I pay $125 per month. I want $250 refunded to my card.

  Business Response

  Date: 01/27/2025

  The customer was part of the outage that started on 12/2/2024. We responded to the customers voicemails via phone call. They were made aware that we were working on a resolution. The customer was also included in emails that were sent on 12/8, 12/19 and 12/28. The customers account has been cancelled per their request.

  Customer Answer

  Date: 01/27/2025

   
  Complaint: 22820343
  
  I am rejecting this response because:

  they did not respond to phone messages. I left 8 messages and got 0 responses.

  I didnt receive any emails on this matter.

  I have the phone records to prove when I called. I would like to see a record of when the returned my messages!

  
  
  Sincerely,
  
  **** ******

• Initial Complaint

  Date:01/16/2025

  Type:Service or Repair 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 have been without service since right after Thanksgiving, I have filed a few support tickets online with no response. I have called and left messages, no response. I received one general email on December 19, 2024 apologizing for the continued outage and this email stated they were hoping to have service restored by the end of the week. During this time the invoices are still coming. I tried calling again today, when selecting option 2 for support I no longer get redirected or the option to leave a voicemail, I just continue to get redirected back to the main menu to select option 1 for sales or option 2 for support. Is service going to be restored? If not, is there going to be any communication to the impacted customers with options?

  Business Response

  Date: 03/07/2025

  The customer was part of a severe service outage. The customer was provided with a secondary modem to help resolve the outage and reestablish connectivity. We spoke with the customer in December, January  and February. The customers account was credited for the time in which she was with out service. Per the request of the cusotmer the account has also now been cancelled. 

• Initial Complaint

  Date:01/09/2025

  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 have contacted the company daily and no response. I have been without service since October 2024. First it was the modem I received a new modem then it was their provider *******. An the issue still isn't resolved. They've taken payments out of my checking account for services. Services that I have not received do to issues with the provider of the wifi service to rural 4g.I call daily not able to talk to anyone. I leave messages and no response. Then I received email stating subscription canceled per my request. I haven't requested my services to be canceled. I still haven't heard from them in regards to this matter.

  Business Response

  Date: 01/27/2025

  This customer was part of the outage that began on 12/2/2024. We communicated daily with the customer that the issue was being worked on for resolution. The customer was also included in the emails that were sent to affected customers on 12/8, 12/19, 12/28. The customers account was cancelled as requested on 1/4/2025.

• Initial Complaint

  Date:01/03/2025

  Type:Service or Repair 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.

  We are still awaiting a refund from Rural 4G after their service went down for over 4 weeks. We filed a dispute charge with our bank but have not yet been refunded. We have made numerous attempts to contact the company by phone, email, and opening a ticket. We have opened a ticket and emailed them to notify them that we are cancelling service since there isnt any being provided. They have not responded to any of these emails or tickets. We need to return their equipment but there is no address listed to send it back to them.

  Business Response

  Date: 01/24/2025

  We do not have a customer on file with this name, phone number or email address. This customer did send an email on 12/9 that she lives with ******* ****** (complaint below).Addressed compaint in ******* ****** submission.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair 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.

  We lost our internet connection on 12/1/2024. We contacted tech support. We got no resolution. When we called again a recorded message said there was a wide range outage. We filed a tech ticket but received no response. We have called and left messages but received no call backs. We have been charged for coverage for December and January without having any service.

  Business Response

  Date: 03/05/2025

  We show replacement modem was sent at the beginning of January 2025.  We will be glad to refund for service interruption periods.