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:02/28/2023

  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.

  Today 2-27-23 Nomad internet charged my credit card $99 for a service that was supposed to be canceled over a month ago. All equipment has been returned and I have been requesting cancelation since December when they initially cut off my service. They offered a simm to continue their ************** but it too was cut off within days. **************** will not cancel the account, respond to chat on their website or acknowledge the request for a refund. I am aware of many customers going through the same experience. INV-******* is the last invoice I was charged for. It's all I have as they won't even provide me with an account number.

  Business Response

  Date: 02/28/2023

  This customer has been with ********************** since January 2021. In December 2022, Nomad Internet announced via email and web at www.nomadlegend.com that Nomad Legend accounts would work for as long as the service was operational through our backhaul vendor. This customer transitioned to the new plans, but unfortunately the service did not work. They requested cancellation on February 7, 2023. We received the device and canceled the account on February 28, 2023 and a refund was issued in the amount of $99.00. We thank this customer for their business and hope they will find our response to be satisfactory.
  
  

• Initial Complaint

  Date:02/27/2023

  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.

  Ordered this service about a year ago. Worked for one month then stopped. Difficult getting support and finally a new SIM card. That worked for only two months then stopped. Tried to cancel service and kept getting run around for months. Finally received an RMA but no return instructions. Finally got a hold of someone and provided with return address. Sent product back, have proof of delivery and still being charged for service. Today just got a notice to return my product which they already have. You cant reach anyone about this over the phone. Have also sent details to discover to dispute any future charges but they still charged February which I expect a refund . Please ensure this company is looked into and warn others. They say easy cancellation which is not true. Spent 150 a month for a year for only 3 months of internet.

  Business Response

  Date: 02/28/2023

  The customer has been with ********************** since March 2022. On February 3, 2023 this customer reached out to our billing department to cancel service. The customer input a request into the return portal and our customer service member, ****, reached out to her with the address and return instructions. On February 27, 2023 the customer's return was processed and the account was canceled. The customer was also refunded $149.00 for the February payment. We thank this customer for their business and hope they will find our response to be satisfactory.

• Initial Complaint

  Date:02/24/2023

  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.

  Living in a rural area we were so happy to try Nomad Internet and were faithful , on time paying customers for 2 years with autopay at the end of every month for the next month coming. This company never informed their customers that a HUGE change was coming. A change that caused thousands (including us) to lose all internet service and continued to charge our checking account. On Nov. 30th 2022 we were charged our monthly fee of $149 for Dec. and the ********** started that month (they partnered with ******* Wireless) and left all of their loyal customers in the dark. They dont have a customer service phone number, theyre only open by chat while everyone is working (9-5:00) they bounce you around, lead you on and for weeks and then kept telling us all we needed was a new SIM card that they would send. We were not happy, but willing to try it and eat the Nov cost. In Jan 2023 we received our SIM card and when activated we were charged an another $110 and it still did not give any service. They claimed it showed it worked on their end, but now we needed to buy their new modem for another $299 but still unwilling to refund anything. Another email came out stating they were sending a new and different card and we tried it, but were never told they would charge us again another $110 in Feb. So far all they say is we are working on getting your refund to you. And that means nothing with this company. Stay away and be aware! We are currently out a total of $369 from Nov. thru Feb and no service, and not so much as even one thing refunded. So many more lies to tell but not enough characters. We are trying to work with our bank at this point and make sure theyre unable to charge anything further. I am only the recent payments made since weve had no service and unfortunately cant attach photos of the modem not working because we sent it back to them. It was the original one they sent us.

  Business Response

  Date: 02/28/2023

  This customer has been with ********************** since May 2021. In December 2022, Nomad Internet announced via email and web at www.nomadlegend.com that Nomad Legend accounts would work for as long as the service was operational through our backhaul vendor. This customer elected to transition to our new plans with a SIM only plan. They received and activated their new SIM card on January 16. They reached out to us on February 21st to cancel and refund the account. On February 28th, 2023 the accounts were canceled and a refund in the amount of $220 was issued. We thank the customer for their service and hope that this resolution is satisfactory.

• Initial Complaint

  Date:02/20/2023

  Type:Customer Service 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 am attempting to get a refund of $110 for advanced payment of Internet service made on February 7th. The payment was to cover the remainder of February and up until 6 March.On 7th March I emailed the company support team requesting assistance. I have formed them that I had not received an incoming signal for the past 3 days. I received no response. On 8th February I sent an additional email requesting service. I received acknowledgment that the email had been received and that they would reach out to me. I have yet to receive a response. On 11th February I sent an email requesting cancellation of my service and refund of the February payment of $110. I received no response. I have sent an additional five emails on five separate occasions requesting cancellation refund and acknowledgement that my service cancellation request has been made. I have not received any acknowledgment of request for cancellation nor have I received a refund to this point.I would very much appreciate assistance in gaining refund and canceling my service so that no additional automatic payments are made.Thank you ***************************

  Business Response

  Date: 02/28/2023

  This customer has been with ********************** since September 2020. This customer transitioned to our new plans that were offered in December of 2023. He activated the *** card on February 7, *****. On February 27, 2023 this customer emailed asking to cancel his plan and receive a refund due to the service not working. His plan was canceled and a refund was processed on February 28th. The refund was for $110.00. We thank this customer for their business and hope they will find our response to be satisfactory.
  
  

  Customer Answer

  Date: 03/01/2023

  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. Only comment is to clarify that the cancellation request was made beginning 11 Feb.  With no response until added by the BBB
  
  Regards,
  
  *************************

• Initial Complaint

  Date:02/15/2023

  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.

  Nomad has failed to provide the service outlined in the agreement. Recently they changed their entire network to ******** and shut off my att internet completely, yet they refuse to cancel my "service" and continue to charge my credit card every month for service I am not receiving, despite several calls and contacts via email, messenger, chat, and phone.

  Business Response

  Date: 02/28/2023

  This customer has been with ********************** since June of 2020. In December 2022, Nomad Internet announced via email and web at www.nomadlegend.com that Nomad Legend accounts would work for as long as the service was operational through our backhaul vendor. Unfortunately, this customer reported that they had lost their internet connection on December 7. We are unable to source Nomad Legend plans and in order to restore service, customers have been provided with the option to subscribe to one of our Bring Your Own Device plans, available through our website, to cancel service, or to purchase a new Nomad Air or Raptor Modem. This customer elected to cancel service. As of February 21, 2023 this customers account has been canceled and a refund has been processed in the amount of $149.00 for the January 15th payment, but we are unable to process a return on the Feb payment due to the customer filling a dispute with the card he had on file. We thank this customer for their business and hope they will find our response to be satisfactory.

• Initial Complaint

  Date:02/14/2023

  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.

  Nomad Internet has provided horrible service, both with their product and there customer service. The service was out more than it was on. I finally canceled the service after having no service in January, after cancelation however, they continued to debit my account. I am requesting a refund and will return their worthless modem. However, they have yet to refund the fees they removed from my account after cancelation.

  Business Response

  Date: 02/28/2023

  This customer has been with ********************** since October of 2020. In December 2022, Nomad Internet announced via email and web at www.nomadlegend.com that Nomad Legend accounts would work for as long as the service was operational through our backhaul vendor. Unfortunately, this customer reported that they had lost their internet connection on January 7. We are unable to source Nomad Legend plans and in order to restore service, customers have been provided with the option to subscribe to one of our Bring Your Own Device plans, available through our website, to cancel service, or to purchase a new Nomad Air or Raptor Modem. This customer elected to cancel service. As of February 23, 2023 this customers account has been canceled and a refund has been processed in the amount of $248.00 for December 30th payment of $149 and Feb. 4 payment of $99. We thank this customer for their business and hope they will find our response to be satisfactory.
  
  

• Initial Complaint

  Date:02/14/2023

  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.

  I have been unable to get a cancelation from them and they continue to bill me. I have tried several emails since the phone number on their website does not work. I would like them to cancel my subscription and stop charging me. I would also like any charges returned to me since i have started trying to get them to cancel

  Business Response

  Date: 02/28/2023

  This customer has been with ********************** since April of 2021. In December 2022, Nomad Internet announced via email and web at www.nomadlegend.com that Nomad Legend accounts would work for as long as the service was operational through our backhaul vendor. Unfortunately, this customer reported that they had lost their internet connection on December 7. We are unable to source Nomad Legend plans and in order to restore service, customers have been provided with the option to subscribe to one of our Bring Your Own Device plans, available through our website, to cancel service, or to purchase a new Nomad Air or Raptor Modem. This customer elected to cancel service. The customer was asked the reasoning so that we could start the cancellation process, but the customer never responded to our messages. Per the terms of service the customer is to call or now we have a return link that customers can use to begin the cancellation process and then return the device to fully cancel the service. The customer has yet to return the device, but we have canceled her account so that she will not continue to be charged.

• Initial Complaint

  Date:02/13/2023

  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.

  December 30, 2022 our payment of $149.99 for ******* came out. On ******* 2nd our internet ******* stopped working and I was told that there was an abrupt end to our current ******* and it was recommended that we buy one of their new $500-$700 routers. We refused and asked to cancel ******* and be refunded. I have the emails where I was told I had to call a number. The number just went to a recording and said they would call back. I did this for weeks and have emails saying they would have someone call me. Then, they changed their process and it had to be done by going to a link. I went to the link and was sent the approval that I could return my equipment. I mailed back the equipment and still never received a refund for ******* ******* and in the meantime, they also took out $149.99 for February on ******* 30, 2023 after the knew I had cancelled and sent the equipment back. Per their model there is no contract so a customer repeatedly telling them to cancel ******* should be sufficient. We want a refund of $299.98 and confirmation that they have cancelled our account and will not continue charging.

  Business Response

  Date: 02/28/2023

  The customer has been a member with ********************** since May 2021. In December 2022, Nomad Internet announced via email and web at www.nomadlegend.com that Nomad Legend accounts would work for as long as the service was operational through our backhaul vendor. Unfortunately, this customer reported that they had lost their internet connection on January 2, 2023. We are unable to source Nomad Legend plans and in order to restore service, customers have been provided with the option to subscribe to one of our Bring Your Own Device plans, available through our website, to cancel service, or to purchase a new Nomad Air or Raptor Modem. This customer elected to cancel service. As of February 22, 2023 this customers account has been canceled and a refund has been processed in the amount of $283.10 $149 for the January payment and $134.10 for the remainder of the December payment when the customer was without service. We thank this customer for their business and hope they will find our response to be satisfactory.
  
  

  Customer Answer

  Date: 03/01/2023

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

• Initial Complaint

  Date:02/13/2023

  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.

  I have paid this business over $300 to provide Internet to me. 3 weeks into service, it completely stops working. Their customer service has been extremely poor and not attentive. They do not have customer service for nights or weekends, considering they are a utility company, they need to have a dedicated line for service outside of their "business hours". I have read multiple reports of the same things happening to other people. I will be returning my equipment as soon as I can get a new provider to my home.

  Business Response

  Date: 02/28/2023

  The customer has been a member with ********************** since January 2023. The customer reached out to our customer service team on February 10th and out customer service team took down all the information to reset his device. We contacted the customer on Feb. 11th for more information pertaining to his device. One Feb. 12th the customer reached out to state he wanted to cancel the service, but the customer service rep did get him back online, but he still wanted to proceed with the cancellation of service. The customer was given the link to process the return and once we receive the return and it has been processed his account will be canceled and refunded.

• Initial Complaint

  Date:02/13/2023

  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.

  Nomad Internet failed to provide internet access to my SIM card for internet services without any warning whatsoever. When contacted they let me know that they no longer do business with ATT. (Therefore making my SIM card completely useless)I paid for my monthly subscription for internet service that was promised to me at $149/monthly, on an ATT SIM. Nomad did not hold up their end of the deal by providing me the service I paid for. This is NOT a complaint of poor signal, this is a complaint of my services being completely gone without warning or any notification. I will still be charged for the next billing cycle and and the remainder of this cycle that I did not receive service. They also will not send me a shipping label to send their equipment back. Then when they processed the return request, they put down worked but bad signal that was not the case at all.

  Business Response

  Date: 02/28/2023

  This customer has been with ********************** since July 2021. In December 2022, Nomad Internet announced via email and web at www.nomadlegend.com that Nomad Legend accounts would work for as long as the service was operational through our backhaul vendor. Unfortunately, this customer reported that they had lost their internet connection on February 10, 2023. We are unable to source Nomad Legend plans and in order to restore service, customers have been provided with the option to subscribe to one of our Bring Your Own Device plans, available through our website, to cancel service, or to purchase a new Nomad Air or Raptor Modem. This customer elected to cancel service. As of February 20, ************************************************************* the amount of $149.00 was processed. We thank this customer for their business and hope they will find our response to be satisfactory.