We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Telecommunications

HomeFi

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

Complaints

Customer Complaints Summary

  • 25 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/20/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    06/18/2025 I was charged a $130 fee on my credit card for their device which I shipped back to them on 06/11/2025 after cancelling my service hat I had with them for several years. The Device was in perfect working condition when I mailed it back to them in my own packaging because after having the device for several years I no longer had the original package. After days of them having the device in their possession ( my **** tracking number was **********************) they just charged my card for $130 with no explanation. After trying to reach any customer service which they do not ever provide a live person or phone number you can call they offer me a chat option online. I explained that I was charged and don't understand why. Then the representative tells me that the item was damaged as noted by their "warehouse team". I tell him that it was perfect when I mailed it with their label that they emailed to me. I provide the serial number for the device I sent to them and the tracking. The representative sends me a photo of a device sitting on a desk and the photo doesn't even show the serial number and he tells me that's my device and the the battery was swollen and something is cracked. I told him that with that happened in shipping or that's not even the device that I sent. They sent me an email saying too bad, they will not refund my money. This is extremely unfair, I sent them a well packaged perfect condition device and they charged me $130. Also when I cancelled my service they kept sending me emails saying they were going to charge the upcoming subscription and I kept having to try and contact them to tell them no, I had already cancelled my subscription and do not charge me. They do not listen to their customers and their communication is terrible.

    Customer Answer

    Date: 07/14/2025

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.

    Sincerely,

    ****** ******

  • Initial Complaint

    Date:06/06/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I am formally disputing an unauthorized charge of $130.00 made to my account on June 5, 2025, for a hotspot device that I returned on or around May 15, 2025 which was fully paid for the month of service, after canceling my service with Homefi.The device in question was not new when it was initially issued to me; it was clearly a reused and refurbished item. It was in fully functional condition when I returned it, exactly as it was provided to me. I have dated photographic evidence of the device prior to its return, confirming that it was undamaged and in working order. I also have been a HomeFi customer since 12/18/2022. This charge appears to be part of a recent and unfair policy shift, whereby Homefi is attempting to pass the cost of new equipment onto former customers without merit or justification. I was not made aware of any change in equipment return policies, nor was I advised that the return would be subject to a new replacement feeespecially not for a device that was already used and was properly returned.When I attempted to resolve this issue via customer support, I was told it would take 20 minutes to review the matter, only to have the call disconnected without resolution. This is unacceptable.I am now demanding the following:An immediate and full refund of the $130.00 charge.Proof that the device was not reused after my return or passed on to another unsuspecting customer. Pictures and documentation from your end claiming the item was damaged and not non-working. As I received ZERO communication from HomeFi on this. Return of the device to me, since I have been charged the full replacement cost, and in the event that this matter is not resolved and legal action becomes necessary.If this issue is not addressed, I will escalate this matter by filing formal complaints with the ************************ (***), and consider legal action, including small claims court, to recover the full amount charged and any additional costs incurred.

  • Initial Complaint

    Date:03/12/2025

    Type:Product Issues
    Status:
    Answered
    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.
    Returned the mobile device on March 3, 2025, they received it March 6, 2025 per the tracking number. The unit was about 3 years old, in perfect condition, returned in original box along with both cords that came with it. They claim it was damaged and charged $130. There was absolutely nothing wrong with the device. I have the pictures to prove it. I want my $130 back. We are seniors living on Social Security and $130 is a weeks worth of groceries. Why are these people allowed to stay in business?

    Customer Answer

    Date: 04/05/2025

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.

    Sincerely,

    ****** *******

    Business Response

    Date: 04/21/2025

    Hi ******,

    Thank you for reaching out, and Im truly sorry to hear about your experience. We understand how upsetting and unexpected this charge must feel, especially given your efforts to return the device in excellent condition.
    After reviewing the return, our team determined that while the device was externally intact, it was unfortunately not in a condition we could resell or redeploy, which is what led to the $130 fee. We understand this may not align with your assessment, and we respect that you took care in returning the device properly especially with it being in the original box and with all accessories.


    That said, we appreciate you mentioning that you have photos of the device prior to return. If you havent already, please reach out to us at *************************** as wed be happy to re-review your case with our returns team. We never want a customer to feel unfairly charged, especially when theyve done everything right.


    We truly value you as a customer and appreciate your patience as we work through this with care.

  • Initial Complaint

    Date:02/11/2025

    Type:Service or Repair Issues
    Status:
    Answered
    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 canceled my service because I no longer needed it, and I returned my device as instructed. I put the Hotspot device in its original box with its original power cord in pristine condition, and wrapped it in foam and bubble wrap. I see a $138 charge on my account today and asked them what it was for. They told me the device was damaged so they were charging me that amount per their policy. I asked them how it was damaged and they sent me a picture of a small spot that wasn't there before shipping it. I asked them if they could return my device since I had to pay for it but they refused. I asked to see pictures of the damage, and I sent them pictures that I took before shipping it to them, but it's my word against theirs so they win.

    Customer Answer

    Date: 03/09/2025

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.

    Sincerely,

    ******* ********

    Business Response

    Date: 04/10/2025

    Hi *******, 

    I appreciate you reaching out, and we appreciate your feedback.

    I understand that you are not expecting to pay the device fee. Please be assured that we have a fair process in place for checking the devices upon return.

    We have also set your expectations about this. It's important to remember that upon our warehouse inspection, a device fee will be charged to your card if the device was not received in good working condition.

    You may also refer to our return policy *******************************************************

    Best, 

    **** ***** 
    Customer Experience Manager 

  • Initial Complaint

    Date:02/03/2025

    Type:Billing Issues
    Status:
    Answered
    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.
    After cancelation Homefie hit my bank account for $141.70 because after four years they said the device I sent back was defective because of a small chip. Not only that several times they doubled charge my accout for monthly ********.Actual picture of what the device looked like., after 4 years.

    Business Response

    Date: 02/04/2025

    Dear *****,


    Thank you for reaching out. I understand that you were not expecting to be charged a fee for the damaged device. After reviewing your account history, our records indicate that the device was returned with damage, which is why the associated fee was applied.


    For further details, you can review our return policy here: HomeFi Return Policy *******************************************************. As stated in our policy:


    If a router is found to be damaged, has cosmetic blemishes, or is missing parts upon inspection by our warehouse team, a refund will not be issued, and applicable charges may apply.


    I hope this clarifies the situation. Please let me know if you have any other questions or if there's anything else I can assist you with.

     

    **** *. 

     

  • Initial Complaint

    Date:01/23/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had paid for internet access with HomeFi since April 2, 2024 and had cancelled the service on January 15th in order to begin service with ********. I received an email from HomeFi today showing I was billed $25.00 for a restocking fee, which took me by complete surprise. I had returned the router I had rented from Home Fi to them in perfect condition, and within the timeframe they specified. As you may read below, their customer service **** ****, stated that the restocking fee is paid by everyone cancelling their services, effective February 25, 2024. The policy is described on a HomeFi web page entitled returns rather than on a page relating to service cancellations.

    Customer Answer

    Date: 02/16/2025

    Better Business Bureau:

    At this time, I have not been contacted by HomeFi regarding complaint ID ********.

    Sincerely,

    ***** ******

  • Initial Complaint

    Date:01/03/2025

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I had the service and then I made a date to call somebody and cancel my services and they told me over the phone that it was canceled but then I kept receiving charges on my debit card for services that I was not using I was supposed to return my modem and that's what I did never received a email that it got received or what happened and never received a email with the shipping tag to return it as well

  • Initial Complaint

    Date:09/05/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    This place is accusing me of using a prepaid card that are not allowed according to policy despite the fact they had no problem charging me anyway because it is not a prepaid card. It was my debit card issued by the ******************************. Now they're telling me I need to update my payment information in order to proceed with my order. The only problem is that I can't even access that part of the website without having the router I ordered to give them the serial number on the device. What the h*** is this!? This occurred September 3, 2024

  • Initial Complaint

    Date:07/03/2024

    Type:Customer Service Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The company is an internet service provider, their service is terrible, the internet goes out either every day or every other day, the only way to get the router reset and Internet working again is to get a hold of them is via an internet chat, I feel I shouldn't have to get a hold of them everyday or every other day to get the internet reset, now the only way to cancel the service is via the aforementioned chat, and now they won't even answer the chat anymore, I've been on hold, so to speak, for about 5 hours, and this is a regular occurrence with them

    Customer Answer

    Date: 07/03/2024

    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 and the matter has been resolved.

    Sincerely,

    ***********************



     

  • Initial Complaint

    Date:07/02/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Good morning,I have canceled the subscription and sent back the hotspot and now I am being charged $26.75 I would like my money back. I have tried to contact the company to get the money back, but I cannot get ahold of anyone. I don't have service with them and sent back the equipment. Now I am being charged. They were trying to take out a monthly charge or $83.75 but I had to change bank cards so that they could no longer do that. Now I have this charge for $26.75. I sent everything back. I no longer have the hotspot and I don't have service with them.I am a disabled veteran living on a budget and I cannot afford this. I struggle to support my 3 children already.I have had other problems with them as well. But right now, all I want is a refund and for them to delete all my account information because I no longer do business with them.

HomeFi is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.