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:04/19/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a customer of OTR Mobile in the fall of 2022. The service speeds were grossly exaggerated and I experienced constant service drops. I called customer service repeatedly throughout the fall and winter of 2022. I was advised to purchase additional equipment, specifically a booster. I followed their advice with no improvement in service. When I cancelled my service plan the representative admitted that the issues I'd been having were from a known issue. This known issue was concealed during all of my support calls, I was strung along for months and only when I cancelled my service was a solution offered up. This is intentional deceit & fraud.

  

  Business Response

  Date: 04/25/2023

  First and foremost, I want to apologize this happened and we will do whatever we can to make it right. I will be reaching out to you today to get this resolved. 

  

  Business Response

  Date: 04/27/2023

  The customer was emailed on 4/25 in reference to a refund. At this time I haven't received a response from the customer. We need to confirm the mailed address to send a refund check. 

  Customer Answer

  Date: 04/27/2023

  I received the email from OTR Mobile this evening and I'm happy with the refund resolution they've offered.  Thank you for your assistance in this matter.

• Initial Complaint

  Date:04/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This service does not work as intended. When you contact customer service they refuse to help or cancel your account and stop responding to emails. They erased FB messages asking for help. Their service is not what they advertise it to be.

  

  Business Response

  Date: 04/18/2023

  OTR Mobile has 2 ways of handling customer issues and they are via phone support and chat support. I have attached documentation showing that this customer never chatted with our company and only called one time which was today. Her issues were immediately addressed and her account was closed. 

  

  Business Response

  Date: 04/25/2023

  ******,

  I'm sorry you have had a bad experience with OTR Mobile. I will have someone reach out to you today in reference to your complaint. 

  Sincerely,

  OTR Mobile 

  Customer Answer

  Date: 04/25/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:03/15/2023

  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.

  This has been an ongoing issue since 9/2022. I have been through multiple devices, multiple "troubleshooting" sessions and multiple persons attempting to "help." I have been lied to, and at this point stolen from. They make claims that you used X amount of data when that isn't possible because for at least the last 90 days I have not had a single device connected to the service outside of a few very brief attempts to see if the service was any better. I have contacted support and been told that I have used 100s of GB of data which is just not true and can't be true when the device isn't powered on for 99.9% of the time. With speeds of less than 50 KB/s the amount of data they will claim is being used is not even possible. Not to mention they haven't sent a single transcript as they are claim they are going to, that way you cannot use it against them. Today "support" fed me more lies then when I attempted to get a refund lied about data used and then killed the chat without giving me a chance to discuss their claims. Unless someone here knows how a device that is powered off with no devices connected can burn through so much data it is pretty self-explanatory. Again, they failed to provide a single transcript so I cannot share the lies here. At this point I have been scammed out of approximately $1200 I am only trying to recover the last 60 days' worth of payments for their failed service and lies.

  

  Business Response

  Date: 03/21/2023

  Thanks for reaching out to us. A member of management will be reaching out to you soon. 

• Initial Complaint

  Date:03/07/2023

  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.

  OTR Mobile promised unlimited internet to its customers. I signed up and paid $320 for a router, SIM card, and initial set up fees. After only 2 months, they claimed to be having problems and said we needed to purchase a different router and a new plan to continue service. I paid them an additional $460 for a M1 Nighthawk router and the “new” service. Less than 30 days later, they sent out an email saying all service would be discontinued. I contacted them to ask for a refund since they were not going to provide the service they promised and they just laughed at me.
  
  Please shut this company down as they are a scam and are taking money from good people for nothing.

  

  Business Response

  Date: 03/07/2023

  I am unable to find anything in our system from this customer. The last time we spoke with this customer was 6/22/2020. At that time he rated the chat as good and thanked us for the help. I have attached a copy of the chat. 

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  First you say that you can’t find anything about me in your system and then you say you found a random chat where I was told to give a thumbs up? Sounds exactly like all the lies and excuses you constantly tell customers over the years.
  

  I know I will never get the money back that I lost on your terrible company, I just sincerely hope that other people see this and I save them all the time and money that I wasted on OTR. 

  

  Business Response

  Date: 03/07/2023

  Attached is the end of the most recent chat with this customer from 6/22/2020 showing he was satisfied with the outcome of the conversation. We want to help customers in any way possible and ensure everyone stays connected. Our Terms and Conditions do and have always stated that speeds are not guaranteed due to cellular connection.

• Initial Complaint

  Date:02/27/2023

  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've had OTR for approximately 2-3 years and have referred numerous new customers. For the past 6-7 months, my internet service has CONSTANTLY been in-and-out. I have contacted OTR numerous times and they provide you with alleged ways to fix the issue, however, the issue is NEVER resolved or fixed. I have contacted them directly via chat on multiple occasions, and they claim to "send a reset" however, my service still does not work 90% of the time. I purchased a new device from them several months ago, as they claimed (the same issue with a previous device) was caused by the device itself. So I purchased another device and my service began working approximately 40-50% of the time. They have continued to collect $103.88 per month from me for going on over 6 months now, and have still failed to resolve my issues. I attempted to contact them on Facebook Messenger via their Facebook business page, and was given the run around. When I began commenting on their posts begging for assistance, they blocked me from their page. They have failed to deliver the services that I have continuously paid for, as well as some of my neighbors I referred. One agent told me that it was a issue with the device, then another agent told me neighbor the same day it was a technical issue in our area and they would be sending a tech out to investigate the issues. In my opinion, OTR has purposely and maliciously taken my money and knowingly failed to deliver services promised. I would like my past 5 months of service (or rather, lack of service) refunded and my internet service fixed correctly.

  

  Business Response

  Date: 02/27/2023

  We are reviewing your account details now and someone will be reaching out to you soon. 

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  As of today, Wednesday, March 1, 2023 at 4:02PM Central Time, I have not received any correspondence from OTR Mobile since this past Monday when they replied to my BBB complaint and said they would be contacting me.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 03/02/2023

  Mr. ******,
  
  
  I am responding to the complaint you sent to the BBB. I have been diligently working on your account to come to a resolution. 
  
  
  I have obtained usage from your Pink Evo SIM card for the past 3 months, and it is as follows:
  Current month - 26.62GB
  January - 144.32GB
  December - 261.40GB
  
  
  At this time, we would like to offer you our Titan Hub device ($199 retail)  free of charge, which includes our Unlimited Plus plan for $99 per month. 
  For the time you have been without service, we would like to offer a refund of 2 months ($196) and one free month on the Unlimited Plus plan. 
  
  
  Please let me know if you would like to accept this offer, as I can get the ball rolling on this asap.  

• Initial Complaint

  Date:01/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been an OTRMobil customer for almost 3 years due to unavailability of other internet providers in my area. During this time I have used 4 devices(3 of these I had to purchase at a total of approx $600). The first device,Netgear Nighthawk, worked great for about 4-6 months and then became almost unusable, so I cancelled my service. A short while after this I was contacted by them and informed that they had a new, improved plan using a different device, Odyssey, and they would offer this device at half price so I agreed to this. It worked great for a short time, then became slow and erratic. After many calls to them they offered to exchange this device with a, Solis device at no charge. Once again it worked fine for a short period then became very slow and erratic. After many contacts I was told that I should purchase their new flagship device,Titan, which,unfortunately, I agreed to do. Once again it worked great for 2-3 months then slowly got worse and worse to the point it is practically useless. I have had many contacts with customer service and have tried everything they suggested, but have had no improvement. They always blame something else for their problems. It just seems strange that at the start of each device the service is great but then slowly gets worse to almost being useless.
  

  

  Business Response

  Date: 01/17/2023

  Business Response /* (1000, 5, 2023/01/06) */
  We have reviewed the customers usage on the Titan device, previous interactions with livechat, and listened to phone calls. The customer was pleased with the interactions via the phone on 12/20/22 and on chat on 1/2/23. We see the device is working properly and there has been 80 GB used in 5 days.
  If the customer would like to go more in depth with troubleshooting we would be happy to help.
  
  
  Consumer Response /* (3000, 7, 2023/01/09) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  I have tried repeatedly over last 4 days to use the device with terrible performance. I am leary of their statement of usage as no one in this household has used it much in last 4 days. I have had 4 different devices that I have used with OTR and experience has been the same with all of them. When I first acquire them they work great, but slowly get slower and slower. They need to address long term usage rather than short term. I agree that I was satisfied with customer service response at time of contact. They did seem to be attempting to be helpful but their suggestions did not help.
  
  
  Business Response /* (4000, 9, 2023/01/11) */
  We understand how important it is to stay connected. We would love the opportunity to troubleshoot your device and get this fixed for you. The last interaction that we had it seems as your issues were resolved as we have not had contact with you since January 2nd. OTR Mobile's services are based on cellular signal and can get slower with more traffic on towers however we do have the ability troubleshoot specific issues. We are including your current usage and your previous 3 months. At this point you are on track to use approximately 100GBs for the month of January. We will have a member of management contact you at the number provided.
  
  IMEI ****6385
  1/02/2023-
  1/10/2023
  22288.21 MB
  21.76 GB
  
  IMEI ****6385
  12/2022
  165229.72
  161.36 GB
  
  IMEI ****6385
  11/2022
  154098.566 MB
  150.49 GB
  
  IMEI ****6385
  10/2022
  164331.051 MB
  160.48 GB
  
  
  Consumer Response /* (2000, 11, 2023/01/12) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The device miraculously began working yesterday morning and is now working fine. I also had a phone call from someone this morning to go over some things. We had a good conversation. As of now I will say the problem is resolved. Thank you for your assistance I. This matter.