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:11/28/2023

  Type:Order 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.

  Started service with this company on July 14,2023. Made a payment of $22.10, for the service and the promised tablet. Called the company on8/17/23 as I was charged for service $12.00 and had not received the tablet. CSR I spoke with stated I would recieve a refund for the service even sent me a invoice stating I was being refunded. I never received the refund. Called again 9/12/23 and stated still had not received the tablet. CSR stated it was shipped on 8/13/23. Which was a month after I signed up for service. CSR stated I will get a call back as she needed to look into how it was shipped. Dis not hear back from them. Called again on 9/14/23 received a recording that all representatives were busy please leave a message. Still no call back. on 9/13/23 another $12.00 payment was taken from my bank account. Called back on 10/12/23 Spoke with ****** in sales. He stated I needed to talk to a CSR Manager and transferred me. Received the recording all reps are busy please leave a message. 6:18 pm on 10/12/23 still no call back. On 10/14/23 another payment was taken from my bank account. Still no tablet and no service. Called back on 11/6/23 got the recording all reps are busy please leave a message. 11/14/23 Another payment was taken from my bank account. Still no tablet or service. 11/27/23 Called back got the recording that all teps are busy leave a message. Still have not received a call back.

  Business Response

  Date: 02/15/2024

  Customer ordered an *** tablet on the unlimited plan on 7/14/23. At that time we did not have the information needed from the customer to enroll in the *** tablet program. **************** called the customer on 7/15/23 at 11:16 AM to collect the enrollment information message left. Call made again on 7/18/23 at 1:21 PM resulting in voicemail. **************** called again on 7/19/23 at 3:38 PM voicemail left. Customer returned call providing her information for processing on 7/25/23. We were unable to complete the order to missing information and followed up with a request to complete the missing information. We were able to finally the customer on 8/11/23 to confirm the correct information was there. Order was processed and tablet was shipped to customer on 8/12/23. Customer called on 8/15/23 at 2:07 PM requesting the status of the shipment and we confirmed that it had been sent to her. Provided tracking information at that time. A call was received from the customer on 9/12/23 at 3:47 PM that she still had not received the tablet. We confirmed that it was shipped to a PO Box in ************* and that it showed having been picked up. We had no further contact from the customer until a call on 11/29/23 at 6:12 PM she stated again to have not received the tablet. At that time her account was cancelled at her request. 

• Initial Complaint

  Date:11/06/2023

  Type:Delivery 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.

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

  Business Response

  Date: 02/15/2024

  Customer ordered a tablet on the ********************** website on 9/30/23 via the **** At the time of her order she did not provide any contact telephone number. We ran her information to process the *** order but were not successful as she was missing information. An email was sent to the customer on 9/31/23 asking for her to contact us so we could clear up the missing information and process her order. Another email was sent on 10/8/23 with no response. Third email was sent on 10/14/23 with no response. Customer contacted us via phone on 11/6/23  at 9:41 AM and asked about her status. We collected her phone number and informed her that we needed her to update her information. The customer resubmitted her information on the website for us but then a few minutes later called back and instead opted to cancel and get refunded. Customer was refunded and account was cancelled. 

• Initial Complaint

  Date:10/24/2023

  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 been waiting for months now acp tablet I did got approved by acp from email

  Business Response

  Date: 02/15/2024

  
  Customer ordered a tablet from the website on 8/30/23 on the 10GB *** plan. We reached out on 8/31/23 to confirm the *** information. When run *** showed that he needed to provide additional information a message was left for the customer at 11:23 AM. Customer was called again that we needed him to confirm the missing information multiple times including 9/4/23 and 9/9/23. Contact again occurred with the customer on 9/16/23 at 9:57 am where he confirmed his information. We showed that he still needed to confirm information with ***. Customer followed up with us on 9/17/23 at 12:53 PM. He was aware that he needed to clear up the missing information. Customer was rerun on 10/4/23 and was still unsuccessful in *** enrollment for tablet. Spoke to the customer on 10/24/23 @ ******. The customer was run again on 10/25/23 @ 7:53 AM and this time it showed the customer had claimed his one time device credit. His account was cancelled and he was refunded his $10.10.

• Initial Complaint

  Date:10/23/2023

  Type:Sales and Advertising 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 paid 155 a month for internet. The customer service has always been bad but in June 2023 my service was out and I got the run around for 4 weeks. I eventually canceled my service and found another provider. Not only have they not refunded my money for the month I was out, they have tried to change my account twice a month. I had my bank block them and it is October and they are still trying to charge my account and sending invoices. I have contacted them numerous times but they continue to try and get money.

  Business Response

  Date: 04/04/2024

  The customers contacted us on July 31 to report an outage.  This was indeed a persistent outage due to line quality.  We unfortunately not able to resolve the issue in a suitable manner and customer cancelled service.  This was an unfortunate situation that we have since resolved.

• Initial Complaint

  Date:09/30/2023

  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.

  1) Date of transaction: September 11, 2023 2) Amount paid: $114.00 3) They supposed to provide me with internet service I called/texted Daisy that I wanted her to cancel and credit my account in the amount $114.00 because in our first conversation I would continue looking for internet service and if I find internet that will be faster I would cancel. Two days later on the September 13, 2023 I called/texted ***** and she eventually said she could not cancel it but would escalate to her manager. I called and left many voice mails when I could because no one ever answered my calls. I contacted ***** and told her and she said her manager would be made away of what she calls "incident" and would contact me. I have not heard nothing from them and my money is not back into my account. I sent emails to Rural 4G as well and no response. And all was done before shipment. They took my money out of my account within 3-5 minutes and have not put my money back into my account and it has been 2 weeks and 5 days.4) The business has not tried to resolve the problem 5) invoice INV-****** 6) I did not see an ad or heard about them.

  Business Response

  Date: 02/15/2024

  
  Customer ordered a modem from ********************** on September 11, 2023. Customer reports to have texted a customer service agent that she was looking to cancel her new order on September 13, 2023. Per our records the customer purchased on 9/11/23 and a file for *** processing was created on 9/11/23 at 6:14PM. The *** information was processed but the customer was missing information, and it could not be processed. A call was made to the customer that evening at 7:23 PM to request the customer to provide the missing information. The modem was not shipped due to the missing *** information and calls were made on 9/13/23 and 9/17/23 where a voicemail was left for the customer. We do not show a record of the file where the customer requested cancellation to Daisy via SMS. We continued to reach out to the customer with no response. The customer contacted us on 10/11/23 at 11:14 AM and stated that she had requested the prior month to cancel the account. She became very irate on the phone and demanded cancellation. Her account was cancelled and the amount debited from her account was refunded in full.

• Initial Complaint

  Date:09/27/2023

  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.

   
  Complaint: 20665415
  
  I am rejecting this response because:
  
  When I originally signed up for a plan, it was 100gb high speed and then slow speeds after.  Never was the plan to turn off internet completely.  All the months I called with issues, they took many days to resolve.  
  

  They never said that I reached a data limit (because there never was a data limit.)  My monthly usage was consistent, yet they started using this excuse around September.  When I asked for a way to view or monitor my usage, nothing was provided.

  Customer service is friendly but I dont appreciate that they made up new rules and didnt communicate them to me.  I wanted to stick with them and give them a chance.  But its not fair that for half of the months (as they recorded) it took over a week to restore service, and then after months of this experience, then tell me my usage was over - because it was originally unlimited!  It was extremely harmful to my business and I was helpless to fix it.  It is very hard to reach customer service and, except for one occasion, no one calls back when they say they will.   
  

  otherwise, when the service works, it works very well.

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

  Business Response

  Date: 02/15/2024

  Customer signed up with ********************** on January 2, 2023 on the Bronze Plan (100GB/Month). We experienced a few outages through the months of April, May and July that resulted in ** replacing the customers modem in the beginning of August (8/3/23) as part of a wider companywide upgrade. The customer exceeded her ***** limit in both August (120.28GB) and September (***** GB) as she notates in her complaint. She called on 9/2/23 and was informed that she had hit her data limit. The customer was informed that the line automatically renews on the 6th of each month and that lines are suspended when they exceed their data limit. **************** also informed the customer that we have plans available that provide additional data that we could upgrade her to. The customer chose to wait until the line reset on the 6th. The customer called back at 11:12 AM on 9/6/23 to inform us that her line was still not working correctly. At that time her line was checked and confirmed to be back active following the line suspension. The customer called back on 9/7 at 1:20 and 3:59 PM that the modem was still not working. A reset was conducted on our end at that time. Customer spoke with customer service on 9/8/23 at 3:46 PM and was still having trouble connecting. We checked again and at 7:55 PM left her a voicemail to once again reboot the modem. On 9/8/23 at 8:38 PM ET the customer returned the call and confirmed that the modem was working properly. On 9/26/23 at 1:37 PM the customer called us back that once again she could not connect, and we once again checked her line informing her that her line had again been suspended for exceeding her data limit. She was informed that the line would reset again on 10/6 or we could upgrade her to a different plan. Management also called the customer on 9/27 at 7:50 PM and again on 9/28 at 1:19PM. Support tried to reach the customer again on 9/29 at 12:26 PM and again on 9/20 at 11:16 AM. Customer called back and asked to cancel we informed the customer that to fully process the cancellation that we needed the modem to be returned to the company in its original packaging. Modem was returned on 10/6/23 but an auto draft had occurred on the account as she was set on autopay for the second of each month. We attempted to refund the month paid in advance at the time of cancellation, but the customer filed a dispute with her credit card for the charge. 

  Business Response

  Date: 02/26/2024

  The 100GB plan is for data usage, not speed of service.

  Customer Answer

  Date: 02/26/2024

   
  Complaint: 20665415
  
  I am rejecting this response because:
  
  I understand.  It was supposed to slow down after 100gb, not stop completely 

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

• Initial Complaint

  Date:09/18/2023

  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.

  Ive been with this company for over a year. Ive been without internet several different times. It drives me absolutely crazy because their customer service is practically nothing! This time has been 3 weeks with no service and when customer service does answer they say theyll check on it and call me back. Nobody ever calls back!!! Im tired of paying upfront for a service Im not receiving! Just fix the problem and let me continue to get internet or tell me what I have to do to fix it. Better yet send a new router or SIM card and move on. Better yet maybe its time for me to move on?

  Business Response

  Date: 03/28/2024

  Customer contacted us on 8/24/23 at 6:56 PM to report an outage. A ticket was submitted for the line to have it checked and reset. The customer was on a line that stopped working. A ticket was submitted at that time to have the line checked and reset. This issue was due to a problem with the backhaul vendor. We checked at that time again to see if we were able to change the customer to a different vendor/ device with no success. We worked on a solution with the vendor to resolve the line but could not get it corrected after a variety of attempts. A new modem was shipped to the customer on 10/3/23 when we able to provide to her a different solution. We spoke with the customer again on 10/1/******** AM and 10/3/23 2:31PM. Customer received new modem on 10/6/23 and had difficulty in setting the modem up. We spoke with her to assist on 10/6/23 at 6:50PM we spoke with her again at 7:09 PM after a reboot and still had trouble connecting. On 10/7/23 at 12:45PM we spoke with the customer again and attempted another round of troubleshooting. A message was left on 10/7/23 at 3:43 PM to conduct another reboot. The line was submitted again to be checked with the vendor on 10/8/23 10:32 AM. On 10/9/23 the line was reported to be working but was slow. The customers bill was adjusted for the time she was without service. 

• Initial Complaint

  Date:09/13/2023

  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 cant get anyone to resolve our problem Of no internet after three weeks of no service.. they told us Tuesday they would call back Wednesday and no one has called us we still have no internet..

  Business Response

  Date: 02/14/2024

  The customer advised us his service was not working; after basic troubleshooting **************** advised a new SIM card would be sent.  **************** spoke with the customer on 09/12/2023 at 3:43 PM and confirmed new SIM had been received.  Customer call back at 4:09 PM and stated service was will not working correctly.  **************** spoke with customer again at 4:42 PM and service was still not working correctly.  **************** worked with customer to confirm router settings.  Customer advised a line reset request had been requested.  Called customer multiple times and left messages on 09/14/2023 and 09/17/2023.  **************** was able to reach customer on 09/24/2023 to confirm line was working as expected.  Customer account was credited for down time.

   

• Initial Complaint

  Date:08/04/2023

  Type:Delivery 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.

  02Aug2023 Router not working for internet that is provided from Rulal 4G. After 6 calls not answered with messages left to call back have actually talked to people not in this country repeated same monologue, they were resetting Sim card in Router finally saying they would expedite new Router and would call back with delivery date. No call back. called back today Router will be shipped today expect it sometime next week. They say it can't be overnighted. No supervisor available to talk to.

  Business Response

  Date: 02/14/2024

  Customer called on 08/02/2023 at 5:42 PM they were experiencing connectivity issues.  Customer was advised they would be receiving a new modem/router.  We apologized for the difficulty in reaching us and explained we were receiving a large number of calls due to the transition to the new modems.  **************** unsuccefully tried to have line reset with customers exisiting modem.  *****************, Rural4G Operations Director, spoke with customer on 08/05/2023 to assure them modem had been sent out on 08/04/2023.  Customer was upset and ************** apologized for the issues and understood the inconveniences and would be crediting his account for the down time.  **************** attemted to reach the customer on 080/07/2023 at 10:04 AM and on 08/08/2023 at 12:34 PM.  Upon reaching the customer on 08/09/2023 at 2:32 PM, it was confirmed customer had received replacement unit and advised customer of the credit to his account for the downtime and inconvenience.

• Initial Complaint

  Date:07/24/2023

  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 am attempting to cancel internet service that hasn't worked in 2 weeks. My payment is an auto payment from my debit card and I would like to cancel the service before it is paid again. They will not answer my calls or return calls.

  Business Response

  Date: 07/31/2023

  The customers account was cancelled at the end of the billing period as is part of our practice. Customers pay in advance for service for the following month. The service is on a month to month basis. When the customer requested for her account to be cancelled it was processed to be cancelled at the end of the billing cycle. The customer was not billed again following the end of the cycle.