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:07/28/2025

  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.

  I ordered on Monday July 21, 2025 the Nomad Air Wireless Modem with unlimited data service which came 14-Day Money Back Guarantee and showed a delivery date of Thursday July 24, 2025 since I paid for prioirty shipping.I saw no movement on my order so I tried to reach them on ********************************** and at their number but had no luck. Finally on Wednesday July 23, 2025 I was able to get hold of someone on ******** Nomad Internet account. He assured me my order will be shipped that day and I will get tracking info. But it was not still shipped.On Thursday July 24, 2025 I reached out again and said its still not shipped out. I cannot wait and I want the order cancelled. He ignored my request and said it will be shipped out tomorrow. I repeated I want order cancelled, but they didnt reply to **** feel I am held hostage. I cant believe there is 14 day money back gurantee, if they cant give my money back on day 3 when they have not even shipped the device yet and no service has been utilized.

  Business Response

  Date: 08/03/2025

  Thank you for bringing this matter to our attention.

  The customer placed an order with ********************** on July 21, 2025, and selected expedited shipping. By July 25, 2025, the device had not yet shipped and the customer requested to cancel the order and receive a refund. Unfortunately, the order was not canceled in time and the device was shipped. The customer subsequently refused delivery of the package on July 29, 2025.

  We sincerely apologize for the inconvenience and any frustration caused. The account has now been fully cancelled, and a full refund of $121.51 has been issued. These funds should appear back in the customers account within 57 business days.

  Thank you for your patience and the opportunity to address your concerns. We are working to ensure a smoother experience for our customers moving forward.

  Customer Answer

  Date: 08/03/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and while I am not entirely agreed to their description of events, I do find that this resolution is satisfactory to me.
  
  Regards,
  
  Muhammad **** ****

• Initial Complaint

  Date:07/23/2025

  Type:Service or Repair 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 purchased a modem equipment from Nomad internet October 18, 2024. After trying for months to get equipment to work and getting in contact with the company I gave up. With no return address provided and no communication from the company following my attempts to reach out I suspected they went out of business. Now as of this month I started receiving threatening emails saying that equipment has not been returned and I will be transferred to collections. I have continuously attempted to contact this company via email, phone and online chat. The first response I got was very helpful telling me that a return label would be emailed to me to successfully return all equipment. I never received an email and have been continuously left on hold or have gotten no response in all attempts to contact since. I have made every attempt I can think of return the equipment that doesnt work but Nomad has continuously made those attempts imposible.

  Business Response

  Date: 07/29/2025

  Thank you for bringing this matter to our attention.

  The customer joined ********************** on October 9, 2024. According to our records, there was no formal cancellation request submitted through our support system using the accounts registered email address. However, once contact was established, a return label was issued, and the customer successfully returned the device. The equipment was received on July 28, 2025, and the account has since been cancelled.

  We sincerely apologize for the delays in communication and any frustration caused by the difficulty in reaching our support team. We are actively working to improve both our responsiveness and clarity around return procedures to ensure a smoother experience for all customers.

  We appreciate the opportunity to resolve this and thank the customer for their patience.

  Customer Answer

  Date: 08/01/2025

  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.
  
  Regards,
  
  ****** ********

• Initial Complaint

  Date:07/22/2025

  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 business sends an invoice the exact date bill is due. I had tried to find information on how I was supposed to pay for my bills, and had no website information, therefore did not know how to pay.I didn't see the email come through the day they sent it. I saw it 3 days later when they automatically charged me my normal monthly fee, then an additional $20 fee for a late payment. I reached out to them regarding the fees. They told me I agreed to the terms of automatic payments. They refused to change cards on file because I don't want automatic payments on my debit card. There isn't even a spot to request a card change on their website. You cannot reach anyone on the phone, and their chat takes approximately 24 hours for a response.I then requested a refund on the late fee, which they agreed to, yet never reimbursed me. I then complained that my service has been shut off since they charged my ******* service was never restored. I decided to change carriers because they seemed like a nightmare to deal with. I requested my service be cancelled, but they required an order number, which was not available on their website. I had to request this information from them.I have shipped their equipment back and disputed the charges with my bank, although they denied it. It has been a month.

  Business Response

  Date: 07/27/2025

  Thank you for your feedback.

  The customer joined ********************** on May 9, 2025. Their account was billed monthly on the 20th of each month. In June, payment was not received until June 23, which resulted in a $20 late fee being applied in accordance with our billing terms. We understand the customer's concerns and have issued a refund for the $20 late fee. This refund should appear on the customers account within 57 business days.

  The customers account was officially cancelled on July 21, 2025, after the return of the equipment. We regret any confusion or difficulty experienced in navigating the account portal or contacting our support team. We are actively working to improve response times and user accessibility.

  We appreciate the opportunity to address these concerns and apologize for any inconvenience the customer experienced.

• Initial Complaint

  Date:07/18/2025

  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.

  My monthly bill was $99 and in the month of May Nomad Internet charged me $250. After I complained, they credited only $100 to my nomad account. In June they charged me $250 again (taking the $100 credit, and charging my card on file an additional $150). Again I complained and they credited my account for only $149. Because of the stress of arguing with them for months, I canceled my service and returned my equipment. After they received my equipment, they are refusing to refund any money to me (including the credit currently on my account). They took $500 for $200 worth of service between May and June, and are refusing to refund to my card what should have been owed back to me.

  Business Response

  Date: 07/26/2025

  Thank you for bringing this to our attention.

  The customer joined ********************** on March 9, 2025. They requested cancellation and returned their device on June 26, 2025. Upon review, we found that the customer was overcharged in April and May. We have since issued a total refund of $182 consisting of $149 related to the $249 charge and $33 related to the $182 charge. These refunds are being processed back to the original payment method and should appear in the customer's account within 57 business days.

  We sincerely apologize for the inconvenience and stress this situation caused and hope this fully resolves the matter. If the customer experiences any further issues, we encourage them to contact us directly so we can assist.

• Initial Complaint

  Date:07/17/2025

  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.

  I do not have an account with ********************** but they are still sending me invoices. I account was canceled in May of 2025. I received a full refund because I canceled in my trail period but they continue to bill me monthly. I do not have an account with **********************.

  Business Response

  Date: 07/25/2025

  The customer joined ********************** on May 6, 2025, and returned the device on May 20, 2025, which was within the 14-day money-back trial period. As outlined in our Terms of Service, the activation fee and shipping costs are non-refundable. The customer paid a total of $44.95, and we have processed a refund of $30, which reflects the amount eligible for reimbursement.

  The customers account has been fully cancelled, and no further charges will be applied. If the customer continues to receive invoices in error, we encourage them to contact us directly so we can ensure all records are updated accordingly.

• Initial Complaint

  Date:07/15/2025

  Type:Customer Service 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.

  First of all trying to contact a actually person is almost impossible, you have to contact them through ******** and even then it's impossible to get a straight answer from them, I order the first time and nothing came no refund nothing second time they told me to order and then 24 hrs later they cancelled my order stating at my request, still never received any apologies what I would like them to do is overnight the unit and they pay for the shipping for it, but evertime I mentioned it they just tell me they can't so I'm beginning to think this is a fake company

  Business Response

  Date: 07/23/2025

  Thank you for your feedback. We understand the frustration and apologize for any confusion surrounding your orders.
  
  The original order was placed on July 2, 2025, and subsequently canceled. A refund of $0.99 was processed, which reflects the total amount paid. A second order was placed on July 14, 2025, but that order was also canceled.
  
  If you are still interested in trying Nomad Internet service, we welcome you to place a new order. Once done, please contact us directly and we will ensure the shipment is prioritized and processed promptly.
  
  We are committed to improving your experience and appreciate the opportunity to make this right.

• Initial Complaint

  Date:07/14/2025

  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.

  Rented a modem from Nomad Internet for high-speed internet on the go.-The modem never activated. Not even a single byte of data could be used.-multiple support tickets with dozens of exchanges got me nowhere.-Phone lines were "down for maintenance" and never actually was ever able to speak with anyone over the phone.-Cannot remove debit card from website. "Remove card" button in the dashboard purposefully routs to a pre-fabricated "error" page.-Was offered the ability to return the modem or do a $199.95 modem buyout fee in order to terminate service. Elected to do $199.95 fee. Was charged accordingly.-Continued to be billed the monthly $100.45 after the buyout.-Was told afterwards that the REAL buyout fee was in-fact $699.95. The website now also says it is $500. -In total have been charged over $700 between February and now, and never connected to the internet ONCE.-Through this process, my debit card expired in May and my bank issued me a new one. Nomad is somehow still charging me frpm an old expired debit card. I have no idea how this is even possible.-There is a huge ******** group I found dedicated to sharing the truth about Nomad since they seem to be suppressing bad reviews or fabricating good reviews. They also have blocked me on ******* after I made one tweet about my service not working shortly after I got the Modem.

  Business Response

  Date: 07/22/2025

  The customer joined ********************** in February 2025. While we regret the service did not meet expectations, records show that a cancellation request was submitted and the modem buyout option was completed in May 2025. The customers account has since been cancelled, and a refund of $99.95 has been processed. This refund should reflect in the customer's account within 57 business days.

  We apologize for any confusion regarding the buyout process and charges. As of June 2023, per our Terms of Service, modem return or buyout is required to cancel the account. We are reviewing this case internally to ensure communication and billing accuracy going forward.

  If the customer has additional unresolved concerns, we encourage them to reach out directly through our customer portal so we may assist further.

• Initial Complaint

  Date:07/11/2025

  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.

  6/25/2024 Purchased Modem for one time fee of $99.95 and Internet Service for $79.95 monthly 7/2/2024 Charged me $11.00 7/2-8/1 modem protection plan I opted in since I purchased modem 7/30/2024 Overcharged $10.19 for 2 days of modem protection 7/29/2024 to 8/1/2024 8/3/2024 Correct Amount Charged $89.95 for Internet and *************** 9/3/2024 Correct Amount Charged $89.95 for Internet and *************** 10/3/2024 Overcharged $25 Added modem rental charge Total $114.95 11/4/2024 Overcharged $25 Added modem rental charge Total $114.95 12/2/2024 Overcharged $25 Added modem rental charge Total $114.95 1/2/2025 Overcharged $25 Added modem rental charge Total $114.95 2/3/2025 Overcharged $25 Added modem rental charge Total $114.95 3/3/2025 Overcharged $25 Added modem rental charge Total $114.95 3/10/2025 Opened a ticket via the new customer portal to try to get billing error resolved 3/14/2025 Finally Acknowledged a billing error via email and was offering a $25 courtesy credit on the next bill but did not offer to reimburse the overcharged amount.3/20/2025 Received a response to the ticket from March 10th saying the billing issue had been fixed and I would receive a credit for the extra amount paid. Received a credit note for $25. This was supposed to be the courtesy credit for the billing error. On the credit notice they put overcharge. I never did receive a courtesy credit for $25 or a refund for the other amounts that had been overcharged. This $25 was not refunded but deducted from the April bill.4/3/25 Charged $64.95 5/3/25 Charged $89.95 5/24/2025 Opened ticket thru customer portal and requested to cancel account 5/31/2025 - Company requested the equipment be returned. Dont believe when they say you buy it for $99.95. They want it back so they can sell it again.6/1/2025 Filled out form to start cancellation.6/2/2025 Returned equipment via **** Tracking Number: 9434 6362 0830 3300 2831 95 6/3/2025 Charged $10 for modem insurance after sent back

  Business Response

  Date: 07/19/2025

  Thank you for bringing this matter to our attention. We sincerely apologize for the confusion and inconvenience the customer experienced regarding billing and account cancellation.

  
  The customer purchased service with ********************** in June 2024, selecting a one-time modem purchase and monthly internet service. According to our records, the customer opted into the Modem Protection Plan, which resulted in a recurring monthly charge of $10.

  
  We acknowledge that between October 2024 and March 2025, a modem rental fee of $25 was mistakenly added to the account in error, despite the modem having been purchased outright. Once the error was identified, our team issued a $25 credit in March and subsequently refunded a total of $135 to correct the overcharges.

  
  The customer submitted a cancellation request in late May 2025, and we received the returned equipment on June 2, 2025 ***** Tracking: 9434 6362 0830 3300 2831 95). The account was officially closed, and no further charges will be incurred. A $10 charge for modem protection on June 3, 2025, occurred due to billing system timing but was included in the total refund.

  
  We regret the inconvenience this caused and appreciate the customers persistence in helping us identify and resolve the issue. We have reviewed and updated internal processes to help prevent similar billing errors in the future.

  
  If the customer has any further questions or concerns, we welcome them to contact our support team directly.

• Initial Complaint

  Date:07/11/2025

  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.

  They told me I had to pay for my modem outright which I have documented below. When I tried to cancel they said I have to return the equipment for which I paid over $400. They will not cancel my service, which I am not using and charged me again. I have had double ******** several times and now their phone line stated they are not accepting service tickets/calls. I had to get a new bank card to prevent further charges.

  Business Response

  Date: 07/20/2025

  Thank you for bringing this matter to our attention. We understand how frustrating billing and cancellation issues can be, and we sincerely apologize for the inconvenience the customer experienced.

  The customer joined ********************** in February 2024 and requested cancellation on June 29, 2025. We have reviewed the account and can confirm that the service has now been fully cancelled.

  In addition, we have refunded the July 10, 2025, payment, as well as a duplicate charge that occurred in March 2025. These refunds should have already been posted in the customers account.
  
  While some devices are purchased outright, our Terms of Service may still require the return of equipment for final cancellation depending on the plan selected and device type. However, we recognize that communication around this process may not have been clear, and we are working to improve that experience for all customers.
  
  We appreciate the customers feedback and are glad we could resolve the account. If there are any further questions, we welcome the customer to contact us directly.

  Customer Answer

  Date: 07/21/2025

  Complaint: 23580793
  
  I am rejecting this response because: They are still saying I have to return the modem I paid for in full and their representative acknowledges (see previous attachments) and it says my service is not cancelled. (see attachment)
  
  Regards,
  
  ***** ********

  Business Response

  Date: 07/23/2025

  We have reviewed the account and can confirm that the service has now been fully cancelled. There is no need to return the equipment. We hope that this will resolve this customer's issue.

• Initial Complaint

  Date:07/11/2025

  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.

  Last week of May-First week of June I ordered and paid for a Nomad device costing me ******. I also paid ****** for wifi service plan.When I received the device I couldn't activate it hence no wifi service was used.June 7, 2025-I emailed their support **** to cancel the service. July 8, 2025-I received an invoice for payment. I also received an email stating that I have to return the device to ensure cancelation. So I called the bank and put a block against Nomad Internet.July 9, 2025-2025-I received an invoice for payment of blocking Nomad Internet.I would like to be reimbursed for both payments I made.Thank you.

  Business Response

  Date: 07/20/2025

  Thank you for bringing this matter to our attention. We apologize for the inconvenience and frustration the customer experienced.

  To clarify, as outlined in our Terms of Service, cancellation of service requires the return of the device. This ensures the account is properly closed and any applicable refunds are accurately processed.

  We have attached a return shipping label to this response for the customers convenience. Once the device is received at our facility, we will complete the cancellation and review the account for any applicable refunds, including the $100 device payment and $100 service charge, based on service usage and eligibility.

  We appreciate the customer's patience and look forward to resolving this matter promptly once the return is complete.