Karma Mobility Inc.

Hi [redacted],
I'm not sure what I can say to clarify this any further. Again, we're working through all returns and their respective refunds as quickly as possible, while being as fair as possible for all those waiting for a refund. I understand that the only acceptable resolution for you would be to process your return/refund immediately, but as was stated previously, we're processing them in the order received and no other order. This is to ensure that those who have been waiting longest get their refunds first, meaning that I won't expedite the processing of your return if it's going to put yours ahead of others who have been waiting longer than you, just as I won't process the return of someone who before yours if we received it afterwards.
Best regards,
Alex F[redacted]

[redacted],Hi. I want to make sure we're on the same page here-- "It's almost June, over 5 months." It has been almost over 5 months for what? Once again, your return was confirmed received at our fulfillment center on March [redacted]..We're well aware of what our return policy states, but I'll continue to reiterate what I have been saying which is the fact that we're experiencing significant delays processing returns which is resulting in extended waits for customers to get their refunds. At this point in time it has been Once again, your return was confirmed received at our fulfillment center on March [redacted] and based on the date we received it you can expect to receive confirmation that your refund is on the way within 6-8 weeks.Best regards,Alex

Hi [redacted], 
I believe I also addressed your email to support the other day. 
Thank you for taking the time to offer up this feedback. To give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built...

our data plans around that mobile use, not use at home. We underestimated how many people would want to use Karma for home, and our metrics were wrong.
In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of use. Bringing back unlimited or instituting a higher cap isn’t something we can support.
While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as well. You can set up your return at [redacted].
Please feel free to contact me directly again through our support channel if you'd like me to help set this up for you. 
Best,
Erin A[redacted]

Hi [redacted], It appears your refund has been processed so you are all set. Best,ErinKarma

Hi There, It appears your order has shipped. Here's the UPS tracking information. [redacted]Please let us know if you need any further assistance through our support channel.Best,Erin A[redacted]

Review: I cancelled my Karma Mobile Internet Service on Mar 14, 2016 because of the changes they made to their unlimited wifi internet plan.

Afterwards, I immediately returned the wifi hotspot I purchased from Karma for the advertised $99.00 dollar refund. They received the wifi hotspot from FedEx on Mar 23, 2016.

I have e-mailed these people a number of times about not receiving my refund and I keep getting a bunch of lies about how they are still processing my return and that they will send me my money back soon. I have never in my life had a to deal with a company as corrupt and dishonest as Karma. After the last e-mail they sent me, I have been searching the web looking for a place like this to document the fraudulent business practices of this company. The next step in the effort to get my money back is to file a complaint with the F.C.C.

If anyone has any advice as to what additional actions I should take to get my refund, I would greatly appreciate it.

Thank You
Shawn.

P.S. The last e-mail I received from them reads as follows...

"Jackie (Karma) May 26, 9:59 AM
Hello:
Happy to help, and to be completely honest, this is a very, very frustrating process, I know.
With all the recent changes to Karma and the Karma data plans, we have experienced a tremendous amount of returns, much higher than the normal return volume. Processing all the returned devices in the order they were received, is making refunding accounts substantially longer.

I understand this has been a less than stellar experience with Karma, but we’re trying to keep things as orderly, and fair as possible. My apologies again for the long wait to get this taken care of for you. I can assure you that you’re in our queue of refunds to be processed, but right now there isn’t a way to make this happen any faster for you, just the same as we won’t process another person’s refund before yours if it was received after yours.

We'll send you an email as soon as your refund has been initiated. The refund will be sent back to the original payment method used.

In the meantime, feel free to reach out to me directly at anytime.

Best,

Jackie
Customer Support

Review: Karma advertised their Neverstop plan for their mobile hot spot as an unlimited data plan with a speed cap of 5 megabits/second. The plan was even advertised as being great for heavy users and HD video streaming. Before purchasing, I confirmed via email with a Karma representative that it would be okay to use this as my primary home internet connection as I live in an area without hardline internet and I was told that would be fine. Only two weeks after receiving my Karma Go and loving the service, and after I'd already cancelled my data plan through my wireless provider that I can't get back; Karma dropped the speed to 1.5 megabits/second, then capped data at 15gb, something they said they'd never do citing "abusers" of the network.Desired Settlement: Give me back the service I was sold.

Business

Response:

I understand your concerns, and we do not want you to have to feel stuck with a product that no longer works for you. While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as well. You can use our Return Center for this: [redacted]Tell us why here...

Review: I purchased a Karma Wi-Fi device in March of 2014. Now I'm being told that the current network is being discontinued and that I will have to purchase a new device for $100 to be able to use the new network. I should not have to buy a new device to use the same service.Desired Settlement: As an existing owner of a device, I feel that A) the device should be backward-compatible with the new network (why can't they do a firmware update??) or B) a new device that will work on the upgraded network should be offered for NO CHARGE.

Business

Response:

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 this. That means Karma Classic will no longer work after November *, 2015. 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 anywhere. You’ll see more coverage, faster speeds and consistency in use. Essentially, 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 account. The discount offer will not expire so you can upgrade any time you're ready. If you'd like to contact customer support directly, we can also discuss options for an additional discount on the device.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The company's offer of 1GB of data (and potential device discount) to resolve my complaint is not only disappointing, it's downright insulting. While I understand their desire to upgrade to a faster network, charging $150 for a new device (or $100 after a $50 discount off the full retail price) is absurd. Let's compare this situation to the automobile industry. What would happen if the oil industry said they now ONLY have a new blend of gasoline and that the only way to use it is to buy a brand new car (and that the existing cars can't be retrofitted to use this new gasoline). I can't imagine that this would go over very well with all automobile owners. If Karma wants to contact me directly to discuss this potential discount, they can send me an email message.Please let me know if you need anything else from me at this time.

Sincerely,

Business

Response:

Hi [redacted], I will be in touch with you directly to get this resolved.

Review: I purchased the device, Karma Go in January of 2016. I purchased it for unlimited internet. 3 weeks waiting for delivery I received an email stating my unlimited had been down graded to 15 gb. I finally received the unit on ** February 2016. When up dating the unit I was told I had only 5 gb. I wrapped it back up and sent it back the next day. After emailing them they stated they have received my unit. It has been a total of 3 months that these people have had my money, $199.00. I understand back ups and delays but this is ridiculous. I feel that I have been baited and switched. I just want my $199.00 back.Desired Settlement: My total refund

Business

Response:

Hi [redacted],It does appear we have received your return and it's currently being processed at our warehouse. We process returns in the order they were received so it might take a little time depending on our volume—it’s our priority to get your Karma checked back in and your money back in your pocket as soon as possible.We'll send you an email as soon as your refund has been initiated. If you have any further questions or concerns, feel free to email me directly to [redacted] (Attn: Erin). Best,Erin A[redacted]Karma

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.Thank you so much for your assistance. I have received a full refund from Karma Mobility, Inc.

Sincerely,

Review: I went on the website for Karma Mobility.com to order a karma hotspot for my daughter who is in college--she saw an internet advertisement for a monthly plan of $40/month that fits into our budget. On their [redacted] website they list the three different plans, and I selected the 5GB plan for $40/mo. As I am completing my ordering processing to input my daughter's email address and then my credit card information, I see that the cost jumps expectantly to $189 to include a Karma On the Go which I did not select and I did not order. There is no way to back out of the ordering process; even when you click on the Return tab, it does not allow you to back out, it simply says that "We will refund your money when you return the product". I have nothing to return and I don't understand why I am being charged for something I did not order. Either tell customers upfront that the actual cost of the hotspot is $149 so that customers/consumers can know ahead of time and know that an additional $40 a month is the cost per month for the use of data, etc. or don't charge them at all; and certainly don't charge them at the end of the process without giving customers an opportunity to change their minds and back out. Karma Mobility usurps and denies the consumers rights by misleading consumers into thinking they are paying for a service at one price, forcing them into a buying process that satisfies Karma's financial pockets immediately but leave the consumers waiting for 45 days or more before they will receive a refund and before they actually receive a product.Desired Settlement: Refund and that Karma Mobility to made to correct their website to 1) accurately tell consumers/customers initially and upfront about the costs associated with each of the monthly plan, 2) change their ordering process to include a back out steps to allow consumers/customers to back out of the ordering process if they feel they have ordered the wrong product or have changed their minds and do not want to purchase products.

Business

Response:

Hi [redacted], Erin here, Head of Customer Experience. I appreciate the very thoughtful feedback. We certainly want to make sure our customers have all the information about our product BEFORE they make their purchase and have set up the store accordingly. We take suggestions like this seriously and I will be certain to share them with my team for the future. We do have a banner on the top of all of the store pages which indicates the cost of the item plus what our base subscription would be if you don't choose another plan. I have included a screenshot for your reference. Our items ship out very quickly after you order so unfortunately, we didn't catch the cancellation until your order had already shipped out. I am happy to help arrange a label to be sent to you so that you can return your device for a full refund. If you'd like to continue with Karma and keep the device, I can also help discuss a little discount for future payments. I can understand this situation has been frustrating but I'd love to help if I can. Please feel free to contact me directly through customer support (Attn: Erin) to discuss options. Best,Erin A[redacted]

Review: I purchases a Karma go from this company in mid December of 2015. I activated it on their unlimited data plan for 50 dollars a month. This plan was to include unlimited data for 50 dollars at 5 Mbps speeds. Everything was great for about two weeks until my speeds suddenly dropped by more than half. They announced they couldn't sustain the speeds that they had promised. Then less than a week later they changed again. This time returning speeds to 5mbps but only allowing 15 gb of data per month at the speed they had promised and after that the speeds were basically unusable.. All of this before I had even gotten through the whole first month I had paid for. Even then, though I was pretty upset with them, I decided it was still the best of a bunch of bad internet options for a truck driver on the road. So I decided to keep it. The last straw for me was yesterday. I got an email from them saying my plan would no longer be available at all and that I would have to pick one of their new ones. The new ones? 5 Gb for 40 dollars, 10 for 75, or 20 for 120. Now I used to work for a cell company, I've sold many phones. I am well aware that cell phone companies make sure that they have flexibility when changing terms. Especially no contract companies. While I think it is pretty shady to do, it is within their rights a lot of the time the way I understand it. But this seems to be much more extreme than your typical term change. This is almost false advertising. Selling me a product, offering unlimited data for fifty a month, then not even giving me the whole first month that I had paid for. And then within two months more than doubling what I would have to pay to use up to 20 gb in a month. I will say that they are offering extended returns for people. But that isn't really the point. I don't want to return it. I just want what I paid for.Desired Settlement: I just want this company to be held accountable. I want companies like them to think long and hard about what services they are offering before they make an offer to customers that they can't make good on. Whatever that may be I guess.

Business

Response:

HI [redacted], Thank you for taking the time to offer up this feedback. To give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at home. We underestimated how many people would want to use Karma for home, and our metrics were wrong. In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of use. Bringing back unlimited or instituting a higher cap isn’t something we can support.While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as well. You can set up your return at [redacted]Please feel free to write into support (Attn: Erin) if you need more help. Best,Erin A[redacted]

Review: I signed up for Karma's Neverstop program at the end of December. I received the device and activated it on 1/*/16. Many days later I learned that they had completely switched the plan offered mid-cycle. Since then I have been in a constant email battle to get the correct service or a refund. All I asked was that they pay for [redacted] to come to my house to pick the thing up because I am disabled and do not get around well. They have stopped all communication and blocked me from their [redacted] page. I have effectively no way to communicate with them and want my $149 back immediately.Desired Settlement: Immediate refund of $149 and at their cost to pick up and ship my return expedited.

Business

Response:

Hi [redacted], While we are able to send a pre-paid label your way to get your device returned for a full refund, we don't have the ability to schedule a pick up directly from your house. It appears that we've been in touch with some options. Please feel free to respond to me directly through support to work towards a solution together.

Review: In Nov. 2015, the company offered prepaid unlimited wireless internet service for a year and their hot spot device that cost me $639. In Dec, 2015, they notified me saying they could no longer offer the unlimited (NEVERSTOP PLAN) and were changing the agreement. I was told they would refund the purchase price of both the service and the device if I was unhappy with the new terms. I have since sent the device back using their RMA # and their shipping label. They now have had the device back in their return center for nearly 4 weeks. They have continued to refuse to issue the credit and all I keep getting are ambiguous answers that I am in line and they have had a large number of unhappy clients. Reading their [redacted] page, it is obvious many of us are still in the "line for a refund" This company should be investigated for widespread consumer fraud.Desired Settlement: The company has acknowledged owing me the money for the refund and I want the full amount due credited back to my credit card (Paypal account) I used for the purchase ASAP.

Business

Response:

Hi [redacted],Thanks for following up. Since we’re experiencing higher than normal return volume, and processing returns in the order they’re received, refunds are taking substantially longer than normal to process. I fully understand that it is an inconvenience, and for that I apologize. Due to the high volume, and in order to keep this process as systematic and fair to anybody returning the device they're being done in the order received as quickly as we can with the resources at hand.We'll send you an email as soon as your refund has been initiated. Based on the date we received your return (confirmed received at our fulfillment center on 3/**), our normal 2-3 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 weeks. Thanks 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]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have been told since December 2015, that a refund takes only 2 to 3 weeks and once the company finally sent me a return label and RMA #, I used their shipping information and have a receipt showing the device was received on 3/**/16. I have attached the relevant documents and now that it is 6 weeks later and I still don't have a refund, it's time the company finally makes good on actually refunding the full amount owed to me. If you go to the karma [redacted] page, you'll see there are countless others who are also still waiting for company to do the right thing.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Have moved this conversation over to our support channel.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business acknowledges they owe me my refund for over 2 months yet can't find time to actually make the refund.. I keep getting the excuse that I am still in line and that they will process my refund when they have the funds ... they have had my money now for over 6 months... they just need to refund my $639 at best or $489 at worst ... They kept charging me after I informed them I did not agree to changing the terms of my PREPAID year worth of unlimited service and should have refunded me at that point in December of 2015

[redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I was promised a "Nonstop" internet service as well as purchased a hotspot device because of this service. Upon receiving my device I was not rewarded the full service usage I paid for (the company restructured its pricing model so I currently receive less data then I originally paid for / purchased the device to use).

I was also unable to use the device for the full amount of time that I pre-purchased the service for (As the restructuring is taking place I had not been able to use the full amount of prepaid time with the device under the original service).

They seem to be coating up a bad business procedure with an effort that does not cater to customers who've already purchased device's/service from them. Their revision and return option only affords them benefit and in no way resembles the original service.Desired Settlement: I expect the company to offer more options: They have completely claimed negligence but are not providing the original service at all or lowering cost for this revised service.

They emailed all customers that they were changing their service model due to high usage from (some) customers and claimed the business model was not sustainable. Since they were negligent of how customers would respond/use the service they should offer options that are sustainable closer to the original service.

They have not offered any option other then to return the device and cancel service or stick with the revised business model that is significantly less appealing/more expensive then the original service. I feel they should offer tiers of comparable service as well as lower the monthly pricing for customers who purchased before the revision due to some customers so-called "binge" use of the internet service.

In all honesty they could have made a conscious decision to attract customers to purchase these hotspot devices without the intent of fulfilling the internet service. The changes were so sudden and immediately after their rollout of this "Neverstop" service that its a possibility that these abstract users may dissipate or in the worst scenario not exist at all.

Business

Response:

We made a mistake and now it's our job to figure out the best way to create a frictionless way to get people online in the spaces between your home and office or wherever you want to go. We'll get there, but there's a lot to be done. In the coming months, we will be working on options for our customers to continue to make Neverstop work for everyone. I don't have an exact timeline but if you'd like to contact us through support directly, I am sure we can help make this transition easier for you.

Review: Karma has notified me that I must replace my current hotspot at the cost of $100.00 in order to access the data I already bought. I contacted them and they informed me I could get a refund of data purchased after July [redacted]. My last data purchase was June [redacted], so apparently I just lose my money if I don't give them another $100.Desired Settlement: Refund or free replacement.

Business

Response:

Thank you very much for your feedback. At this time, we can make an exception and refund any unused data left on your account as of November [redacted], 2015. You can reach out on that date or we can contact you at that time, whichever you prefer. Please feel free to reach out to customer support with any additional questions or concerns.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory for me. However, I am disappointed that I had to go to these lengths to get a just response. Until I filed this complaint I did not even receive responses to my letters to them. I hope that Karma will consider extending this offer to all customers as an act of good faith, and to protect its reputation as a business with integrity.

Sincerely,

Karma wifi is a scam. They had to know what they offered was unsustainable. They up sell you the $649 annual plan and then charge your credit card with out even sending the device. Now waiting for the $649 to be refunded. Karma will have legal issues in the near future I see a class action law suit coming.

Review: This problem involves advertising as well as service issues. In late December, I bought a device and service for an internet service called Karma Neverstop which was supposed to be unlimited internet at 5mbps for $50 per month. It sounded too good to be true because apparently WAS too good to be true. A couple weeks after the device and service was set up, I got an email informing me that the Neverstop plan was way too popular and people were using it way too much. Yep, they said that their customers were using their supposed UNLIMITED internet TOO MUCH. They said that people had purchased and signed up for this plan and "abused" it; that is, taking them up on their offer of unlimited internet. Using unlimited internet as much as you want sounds fair to me. Also, they complained that people were using their service as a home service, which was not their intent for it. Karma intended it for a portable wifi service, but were of course not able to regulate it, so when customers used it for home use and streaming, they backed water and began to renege on the terms originally offered.

That first email I got basically said that people were using their "Neverstop" too much, it was bogging down their system, and so they were going to begin throttling after 15gb. Annoying, yes, but it didn't affect me much because I a) don't generally use that much data, and b) live in a very rural area where I'm used to pokey internet.

So, a couple days ago, I received an email from Kama and here's an excerpt, "[redacted] " Huh. So how do I exactly "run out" of unlimited data? So I went to their website to find out what was going on. What I found was a whole lot of vagueness. Nowhere did I see anything that said Neverstop was being discontinued, limited, etc. When I logged into my account, I simply found a discreet message at the top of the screen that said "[redacted]"

So that's that. My unlimited service for which I purchased a rather expensive little device has been significantly downgraded from $50 per month for unlimited usage to $40 a month for 5gb. That is far more expensive than I had ever bargained for. I would never have signed up if it had been so from the start. And that is what I call a classic bait and switch. Not only that, Karma neglected to email me and inform me of the scam they were pulling (that's how I'm seeing it) so that I may make my own decision on whether their new much more expensive service was something I wanted or not. They were just going to automatically 'switch my service over'.

As a side note, their customer service lacks greatly. The only way you can get any service or ask any questions is through email. That makes it really easy to make them sound cool and positive while hiding from their customers. And whenever they do get around to answering, they often have a tone like, "[redacted] " essentially putting the blame for delayed, slowed and downgraded service on its customers, when it was them that made promises they were unable/unwilling to fulfill. None of that should really be my problem. I only bought a pricey little device to implement what was presented as a very good deal on internet service; I expected to get what I paid for with no excuses from them. What I got was scammed.Desired Settlement: I want the service that I signed up for which is unlimited Neverstop service for $50 per month.

Business

Response:

Hi [redacted], Thank you for taking the time to offer up this feedback. To give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at home. We underestimated how many people would want to use Karma for home, and our metrics were wrong. In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of use. Bringing back unlimited or instituting a higher cap isn’t something we can support.While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as well. You can set up your return at [redacted].Please feel free to contact me directly through support (attn: [redacted]) if you need more help.Best,Erin A[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I clicked reject the business's response because it is in no way acceptable to me. They offered something that they delivered for a very short time (unlimited hotspot wi-fi for $50 per month) then abruptly discontinued the service, 'replacing' it with a far more expensive 'plan'. Then, they essentially blamed their customers for actually using the unlimited wi-fi, accusing them of using it at home, which they did not intend. Yet what did they think would happen? There is no way to enforece or monitor when and where a person chooses to use their hotspot. They are the ones to blame, for setting up an unsustainable system. I personally don't know how broadband technology works, so it sounded like a good deal to me, so I invested in their product. I suppose if I had a more tech-savvy brain I may have recognized how unreasonable their idea was for $50 per month unlimited internet. As it was, I actually did use my hotspot at home because I live in a rural area with very few options for internet access, all of which have major problems from shoddy service and poorly working equipment to slow and/or very expensive service. Karma was claiming that some customers were using 1000 GB per month. I have no idea how anybody can actually use so much so quickly, especially with a Karma hotspot whhichI never really was able to get to work all that well. I doubt if I have used 1000 GB so far in my lifetime. I use perhaps 10-15 GB per month max. So I really thought this Karma company was the answer to my internet problem, but they just join the long list of unsustainable, unsatisfactory internet providers that rural residents cannot count on. On a side note, Karma did offer to refund all the money I've paid to them, which I am accepting, but I still feel that this has been a huge hassle and that they shouls be deeply ashamed as a company.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered there Karma Go device with Neverstop monthly wifi service and received a date for when I would receive the device. It was 199$ all together which is a big chunk of money to play with. After 3 weeks of waiting, I emailed them to see where the device was because I needed it for work. They replied with an auto email and then proceeded to tell me they had a delay. I asked for a refund for 3 days so I could purchase a different service and now I'm not receiving any emails and have not received my money. Can someone please help me handle this so I can get my refund?Desired Settlement: I would like to receive my full refund for my purchase asap. These people do not deserve to have a cent of it.

Business

Response:

Hi [redacted], It appears that one of our customer support agents refunded you today and your order has been cancelled. Please let me know if you need any further assistance. Best,Erin A[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased a modem from Karma Mobility for $100 in mid December and prepaid for 3 months of unlimited data for $129, offered at speeds of 5 Gbps download which were advertised to be used without limit and for any use. Download speeds were initially cut without warning on or around January [redacted]. Only later notifying customers of what they were doing. As of January [redacted], they have implemented a data cap of 15 GB with speeds being reduced to 64-128 Kbps which makes it hardly able to file this complaint. I cancelled my satellite internet (my only alternate ISP) after I started using Karma which cost me over $300 in fees. They are still advertising it as a "Never-stop" unlimited plan which is clearly not true as there is a very finite amount of data that can be downloaded after 15 GB using only 64-128 Kbps download speed.Desired Settlement: I want the download speeds I paid for or to be reimbursed for the modem, subscription fees, and hundreds of dollars I spent to cancel my satellite internet to switch providers considering I never even got a full month of the service I paid for.

Business

Response:

I understand your concerns, and we do not want you to have to feel stuck with a product that no longer works for you. Your speeds have been returned to up to 5Mbps where available. While we can no longer offer the original product, we are happy to help. We can do one of two things here - We can add some credit into your account to go towards your next month of Neverstop OR you can get Karma Go returned for a full refund including the data you purchased as well. You can use our Return Center for this: [redacted]Feel free to contact support directly (you can put attn me if you'd like) and we can address this further. Best,Erin A[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: About 1 month ago this was advertised on [redacted]......

With Neverstop, you pay $50 per month for all the internet you want. If you’re a frequent Karma surfer, you no longer have to worry about topping off your data when you run out. The goal is to keep you connected without having to stop and think about how much data you’ve used. The most exciting part: we'll start to roll out Neverstop as a payment plan to existing Karma Go customers next week in an update to our mobile apps.

So I bought it, Now I get this message.............

Neverstop has been replaced by Pulse, Your account will switch to Pulse 5GB at the end of your billing cycle.

=They want to charge $40.00 for 5gb or $140.00 for 20gb......

I did not buy that I bought unlimited for $46.00 plus they charged $149.00 the first month for the hot spotDesired Settlement: Keep Selling what they advertised and what I bought, Not a bait & switch. I like many Americans am tired of being lied to by these so called companies just to get your money, There still is such a thing as "Truth in Advertising"

Business

Response:

Hi [redacted], Thank you for taking the time to offer up this feedback. To give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at home. We underestimated how many people would want to use Karma for home, and our metrics were wrong. In the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of use. Bringing back unlimited or instituting a higher cap isn’t something we can support.While we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund on the device and any un-used service you may have. You can set up your return at [redacted].Best,Erin A[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Erin, I am not sure you do understand mt complaint. I bought what you advertised, Although there may be customers that abuse the amount of gb I do not think 15gb is overuse and I don't think it is too mush to ask of a business to keep it's word. Surely a big internet provider like your self researched the market before you advertised and sold your product. Like I stated in previous communications, I like millions of Americans am tired of being lied to !

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted], Unfortunately, there is no way to bring back Neverstop at this time. The product is no longer available. I am happy to discuss options for either returning your device for a refund OR looking at Pulse or Refuel as an option if you'd like to stick with us. Feel free to email me directly through support ([redacted]) Attn: Erin. Best,Erin A[redacted]Karma

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Erin, I understand it is no longer available, Please understand my point.......I, like hundreds more were lied to, sold a bill of goods your company never intended to deliver on. Like I stated in the previous complaints I am tired of being lied to by companys just so they can sell something so absolutely wonderful and good it cannot provide it, get it ?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,