Karma Mobility Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I do not accept these termsI paid for unlimited data at 5mbpsfor one monthi want that and no lessIf you do not want to give me this I will gladly accept a check for $you breached the one month contract that occurred when you took my money for the service you advertised and later decided to change what you provided before my term was up
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi ***,I understand, and I apologize for the continued delays in getting your return and subsequent refund processed. I'm unable to take care of this immediately, but since it is a requirement for me to reply any time you mark this as unresolved I'll just have to keep responding to you with the same informationWe can continue writing each other back and forth with no new information over the next several weeks until we eventually process your return if you'd like, but just note that I will have to respond each and every time with this same info.Best regards,Alex

Hi ***,Thank you for reaching out. I understand the wait has been very lengthy due to the abnormally high volume of returnsMy apologies for that, but please know that we're working diligently to get through all returns/refunds in as timely a manner possible. Good news is I can see that
your return was confirmed received (checked-in) at our fulfillment center on March ***, and with that said, I expect that you'll receive confirmation that your refund is on the way within the next day or two.If you need anything in the meantime, feel free to reach me directly at *** (ATTN: Alex).Best,Alex

Hi ***,Thanks for following upThe March *** date was confirmation of your return being checked in for processing at our fulfillment center, and not the delivery date itself. In any case, I see your refund was processed last weekMy apologies again for the lengthy wait, and thanks for your patience as we continued to work through returns/refunds.Best regards,

HI ***, Your refund will be processed through ***. Please let me know if you need any additional help. Best,Erin

Hi ***,Thank you for following up.I understand the wait has been very lengthyMy apologies for that, but please know that what we've communicated to you when you've been checking in the status of your refund is correct.I can see that your return was confirmed received (checked-in) at our fulfillment center on March ***, which means it was then added to the queue of returns to be refundedWe have had, and currently have significantly higher than return volume, which is leading to heavy delays on all refundsThis is not specific to you, and in order to keep things as fair as possible, albeit lengthy, we're only processing refunds in the order which returns have been receivedBased on your return date, I do anticipate you'll receive confirmation notice of your refund fairly soon (within the next few weeks)I know this isn't the immediate response you're looking for, but understand we're working through this is as quickly as possible, and I can assure you we'll process your refund just as soon as is humanly possible with the resources available to us right now.If you need anything in the meantime, feel free to reach me directly at *** (ATTN: Alex).Best,Alex

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I had neither of those plansI had the Neverstop planI also asked about a reasonable refund time frame and was not provided with itObviously the company didn't actually read my complaint
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
***-*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me and the matter has been resolved
Sincerely,
*** ***

I ordered hot spots from Karma in order to receive their unlimited "neverstop" data plan, by the time I received the first device, they changed the plan and throttled the data By the time I received the 2nd device the plan went away and the plan was limited I requested a refund and returned the devicesThe first device was refunded, but not until almost monthsI still have not received a refund for the 2nd device (almost $600) and it has been about months Extremely frustrating, as their customer service keeps delaying the time it will take for me to receive the refund

Hi ***,
Per ***'s email to you on March ***, we've already processed a refund for the $difference bringing your total refund to $ You should see that reflect on your bank statement within 5-business days if not sooner depending on your bankBest regards,
*** ***

Hi ***,Thanks for following upAs stated in my response to you on March ***:"Thanks for your email and I'm sorry to hear that Karma isn't working outNot to worry, we make returns easy and even pick up the tab on return shipping.If you return your device within days of delivery, you'll
receive a full refund on the deviceService refunds will depend on your usageWith Refuel, you'll be refunded for any unused dataWith Pulse, you'll be refunded for the device only if you used your subscription at all.You can use our Return Center to get a prepaid return shipping label: ***If you have any questions before sending the device back, let me know and I'd be happy to help."When we announced changes to our service on January ***, we proposed a full refund for anybody unhappy with the changes, and offered the same on February ***Being that you have used your prepaid months in full, beyond the point which we were offering full refunds, and continued to use the service as stated under the new plan, you are not eligible for a refund on service.At this point we have already closed the extended return period for devices, but I will honor a return of the device for you which would be in the amount of $79.00.You can write in to me directly at *** (ATTN:Alex) and I can provide you with a return label.Best regards,Alex

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
I have been strung along for over months nowKarma is dragging their feet with refundsOn March *** I requested a refund (attachment ***), at the bottom it states I would receive my refund in - weeksAfter not getting my refund in - weeks I emailed Karma on April *** and got this response (attachment ***, stating I would get my refund in another - weeksNot satisfied with this response I filed a complaint with the Revdex.com here on April ***After waiting days (almost more weeks) Karma responded to my Revdex.com complaint on April ***I was told my device had been received on April *** (a lie, attachment ***) and it would be an additional - weeks to get my refund (attachment ***)This did not resolve my complaint and I responded to KarmaOn May *** Karma responded again it would be another - weeks until I get my refund (unfortunately I can't add more then attachments)It is now May *** now as I am typing this and still have not received my refund.
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Revdex.com:
I have reviewed the
response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
The business's response has no substance and does not attempt to resolve the issue in any way whatsoeverThe company claims that it is "working hard to refund every customer that is in compliance with our refund policy" and that it "will issue refunds to these customers as soon as we are able to." What is that refund policy, precisely? And what sort of timeframe does "as soon as we are able to" suggest??? The response is vague and does not address my complaint, but instead blames the problem on prior managementIt sounds as if the company is struggling financially, but I *guarantee* that it has $in a bank account that could easily be credited to our card on file to resolve this issue.I would like the Revdex.com to forward this response to Karma MobilityIn the meantime, I have submitted a chargeback request to the dispute department at CitibankIf Citibank is successful at recovering our funds from the company, I will let the Revdex.com know that the complaint has been settled.
*** ***
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Hi **,
Thanks for following up and sending over that tracking informationI can see that we received your return, and based on the date of receipt relative to where we are currently with returns processing, I'll be sure that your refund is processed immediatelyYou can expect to receive an email with your refund details by the end of todaySince it was processed by credit card, it should take anywhere from 3-business days to reflect on your card (sometimes a little faster), depending on which bank you haveOur apologies again for the lengthy wait, and thanks for your continued patience.
Best regards,
***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# ***, and have determined that my complaint has NOT been resolved because:
[We demand that you fulfill your originally advertised service/productIt is not acceptable for you to simply "change" your mind and leave us without the unlimited Kpbs service you promised to begin withYour data limit of GB on an unlimited plan is completely unacceptableYour current clients are furious that you have failed to deliver your promised unlimited KBpbs serviceThe only resolution is to provide what you advertisedWe entered into a contract when we accepted your offerYou are required to fulfill your part of the contract.]
In order for the Revdex.com to appropriately process your response, you MUST answer the question above
Sincerely,
*** ***

Our goal from the beginning was to give everyone the best experience possible with Karma.To do that, we have to build with newer technology and the network the original Karma Classic uses has to be retired in order to make way for thisThat means Karma Classic will no longer work after November *,
The device cannot be retroactively fitted to work with the new network.Our brand new Karma Go that runs on the LTE network, isn’t going anywhereYou’ll see more coverage, faster speeds and consistency in useEssentially, everything will be dramatically better.We’d love to still have you onboard with us, I’d be happy to add an extra GB into your accountThe discount offer will not expire so you can upgrade any time you're readyIf you'd like to contact customer support directly, we can also discuss options for an additional discount on the device

Hi ***,
Thanks for following upSince we’re experiencing higher than return volume, and processing returns in the order they’re received, refunds are taking substantially longer than to process.
"line-height: 1em;">We'll send you an email as soon as your refund has been initiatedBased on the date we received your return (confirmed received at our fulfillment center on 3/**), our 2-week timeframe for processing refunds, and the abnormally high volume of returns we received, you can expect to receive confirmation with your refund details in the next few weeksI understand your frustration as the wait time has been lengthyThis is certainly not ideal, but please know we're working diligently to get all returns and their subsequent refunds processed as quickly as possibleIn the meantime, feel free to reach out to me directly at *** (ATTN: Alex)
Best,
Alex F*

Hi [redacted],
Thanks for following upSince we're experiencing higher than return volume, and processing returns in the order they're received, refunds are taking substantially longer than to process.
"line-height: 1em;">We'll send you an email as soon as your refund has been initiatedBased on the date we received your return (confirmed received at our fulfillment center on April [redacted]), our 2-week timeframe for processing refunds, and the fact that we're heavily delayed due to high volume, I anticipate you'll receive confirmation of your refund within the next few weeksThanks in advance for your patience and understanding, and again, my apologies for the lengthy waitIn the meantime, feel free to reach out to me directly at [redacted] (ATTN: [redacted])
Best,
Alex F[redacted]

Hi [redacted],
Thanks for following upSince we're experiencing higher than return volume, and processing returns in the order they're received, refunds are taking substantially longer than to process.
"line-height: 1em;">We'll send you an email as soon as your refund has been initiatedBased on the date we received your return, I anticipate that your refund will be processed within the next 7-business daysThanks in advance for your patience and understanding.
In the meantime, feel free to reach out to me directly at [redacted] (ATTN: Alex)
Best,
Alex F[redacted]

Hi [redacted],
Thanks for following upSince we're experiencing higher than return volume, and processing returns in the order they're received, refunds are taking substantially longer than to process.
"line-height: 1em;">We'll send you an email as soon as your refund has been initiatedBased on the date we received your return (confirmed received at our fulfillment center on 3/**), our 2-week timeframe for processing refunds, and the fact that we're heavily delayed due to high volume, I anticipate you'll receive confirmation of your refund within the next few weeksThanks in advance for your patience and understanding.
Just to be sure the proper expectation is set for when your refund is processed, you'll be receiving a full refund for the device itself, plus a month of prepaid service which went unused (for a total refund of $179.00)Your first full month of service, Dec [redacted] - Jan [redacted], was prior to any implemented changes, during which 194.2GB of data was usedThe following month, Jan [redacted] - Feb [redacted], your second prepaid month of service was when the announced Neverstop change took place on January [redacted]Prior to the [redacted], you were able to, and did use the service in full, and when the announced change took place on the [redacted], you did not cancel at that point, but used the new 15GB allotment prior to cancelling on January [redacted]With that said, the service was used in full for those two months both pre and post service change so they are not eligible for refundWhen your refund is processed in the coming weeks, you'll receive a refund for both the device and one month of service that was not usedIn the meantime, feel free to reach out to me directly at [redacted] (ATTN: [redacted])
Best,
[redacted]