Basic-Internet

Review: I signed up with Basic-Internet which is a reseller for T-Mobile for wireless Internet service. I purchased a hotspot (wireless mobile device for $59.00) and Internet service @ $20 a month. I did this on 12/*/2015. The hotspot arrived on 12/*/2015. I tried it and did not like the hotspot or service in that they were too slow. I called several times to cancel service from 12/**/2015 to 12/**/2015 by phone and I emailed them to in this time to cancel and get a refund for my hotspot which has a 15 day money back return policy. Since I asked for the return before that 15 day period expired I am entitled to the refund. (it arrived on 12/*/2015 I began asking for refund on 12/**/2015 10 days after receipt of the unit. Basic Internet will not refund my money. I understand that the $20 fee I paid for service is non-refundable but the hotspot has a money back guarantee and I have asked for my refund within the stated period. They have given me the run-around and not refunded me. I have voicemails and calls from reps promising to expedite this process but they don't contact me.Desired Settlement: I want my refund for the full cost of the hotspot. It is in their policy to accept a return for a refund within 15 days and I initiated my request within 15 days of receiving the hotspot.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Basic-Internet has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: On May **,2015, I was looking on the web for low cost internet for my grandson and found Basic Internet. My son and I called Basic internet on the [redacted]. I agreed to the purchase and monthly fee and my [redacted] debit card was charged $64.69. The device arrived on May [redacted]. My called me on May [redacted] to say the device did not work not properly; it would not hold a charge and you needed to sit right next to it for it to work. I immediately called Basic Internet and spoke with [redacted]; who happed to be the person who took the order. He stated that I would only be refunded the price of the device $42.58 and the remainder of the charge was for service even though no service was received. He further stated that it would take 2 days for a return label to be emailed to. The trans if is [redacted]. Finally, even though I spelled my name twice the rep incorectly spelled it [redacted].Desired Settlement: As no service was received, I would like a complete refund.

Consumer

Response:

At this time, I have not been contacted by Basic-Internet regarding complaint ID [redacted].Sincerely,[redacted]

Review: On September *, 2015 I paid for service amount $182.50 on my debit card. I was promised a starting rate of 5G internet service if I purchased the option with the unlimited internet tablet. I chose the service as recommended. Once so many Gigs at 5G were used I had the understanding that for the duration of the month the service would be reduced no lower than 3G.

I received the tablet which is the hotspot for the internet. I spent over 3 hours of my time trying to get and stay connected to the internet. I received support from their tech people on two different occasions when I called in and after these efforts I was told that maybe I didn't have the service in my area.

I asked for a refund and they told me I would only be refunded for $136. I paid 182.50. I was also told that I would not get my refund until their equipment was received. In the end, my refund was not even $136. They refunded me $125. Bottom line is they did not do anything for me that was promised outside of sending me the hotspot.

I asked for all of my money. I was not able to use the service at all.

I feel it is wrong to take a person's money like that and don't give service promised and keep any portion of the refund. They also cost me extra stress, and was inconsiderate in requesting that they receive equipment first, before sending my refund costing me more time to get another service if wanted.

Their actual service is through T-Mobile. If I had known that beforehand, I would not have used them. Had similar trouble with T-Mobile years ago.Desired Settlement: I want the rest of my money they did not deliver on anything promised to me. I was not able to use the service at all.

I feel like they should be paying me for my emotional distress in dealing with them. To add insult to injury, they then required that I wait to be refunded after they got their equipment back. How about you screwed up with the lady, give her money asap so she can do something else if wanted to? Cost me even more time. They wanted me to keep playing with tech support. How many times do I need to get tech support and it still does not work? I wasted over 3 hours on my own and over 2 hours with their tech support trying to get service. I was so upset I cried on the phone with them. When I contacted the billing department to request refund they even offered to help me to get connected to the internet. When does billing do tech support? I was tired of trying to use the service with no success.

Consumer

Response:

At this time, I have not been contacted by Basic-Internet regarding complaint ID [redacted]. Sincerely,[redacted]

Review: I bought a hotspot from basic-Internet on 8/**/15. The product did not provide consistent internet service since I started using it. I called several times the first two weeks of having the product. Most of the times I called the office was closed but I left messages the times I was able to get through (no one ever answers when you call. If the office is open, they prompt you to leave a message). In my messages I stressed the problems I was having and requested a refund (knowing I could only get a refund within14 days after receiving the product). I never received a call back. I emailed tech support several times but they never addressed my concerns so I decided to call and was very surprised to get through. The tech guy ave me suggestions which helped only for a week but then the hotspot became extremely inconsistent again. By that time it was over the two week period so I gave up thinking at least the product worked 30% of the time. Within the past month However the product stopped working. I called again and left messages. This time I received a call back. I asked for a refund and they said they would forward my request to corporate as I was over the 14 days. That was a week and a half ago but I haven't heard back. I feel I was scammed by this company and I'm scared of losing my money. Please help.Desired Settlement: Full refund of product purchase price, shipping, and tax totaling: $71.23. I would also like to be credited the monthly fee of $10 that I paid for October as the product did not work at all that month.

Consumer

Response:

At this time, I have not been contacted by Basic-Internet regarding complaint ID [redacted].Sincerely,

Review: Basic-Internet promised low-cost, high-quality internet service, but my experience has been an absolute nightmare. From the initial attempts to contact them, when I waited on hold indefinitely to speak to someone, to the complete lies I was told about the service I would be buying (which only became clear as lies after I was an established customer and had give them $85, non-refundable), to the atrocious customer service I received--I am aghast that this is a real company and not just a scam corporation. When I attempted to resolve this peacefully with a high-level associate, I was treated in a way I would have thought impossible by anyone claiming to be a professional--personally berated, talked down to, mocked, and told I would be "put on hold for 40 minutes or so" because the gentleman couldn't deal with me any longer. I am still having trouble believing that this was a real experience and not some sort of bad dream...Desired Settlement: I would like to cancel my service with the company, which they said they are willing to do, but I also believe I am due a refund on the wireless hotspot I purchased (at a price of $39 plus $20 shipping, plus $4.41 tax, for a total of $73.41), which they said they are not willing to do, since it is past their 14-day return policy. I believe this is the LEAST they could do for me, given that a) their sales tactics were clearly a "bait-and-switch" (as I was told the service I was purchasing was going to be faster, even after "throttling down," than the service I was leaving, which was a clear lie, and the service is actually so slow I am unable to use the internet), and that b) I have spent literally hours upon hours attempting to peacefully resolve this issue with them, and have been treated so incredibly poorly and unprofessionally.

Consumer

Response:

At this time, I have not been contacted by Basic-Internet regarding complaint ID [redacted]. If possible, I would like to post the following review on your site for Basic-Internet, rather than the information I used in my complaint filing (as it contains more details, including further negative interaction with the company that occurred after I registered the initial complaint on your site):Basic-Internet promised low-cost, high-quality internet service, but my experience has been an absolute nightmare. Initial attempts to contact them resulted in extremely long hold times ending in my leaving a voicemail which was sometimes returned days later, which concerned me as a potential customer. However, I was told that as a customer, I would be able to get ahold of someone right away, with a different phone number (which turned out to be untrue.) Next, I was given completely false information about the service I would be receiving (I was told that my desktop computer would work with their mobile hotspot without any further equipment, which was untrue; I was told that I would get certain speeds out of the device, which I did not get, etc.) I spent $65 on the hotspot that I was told would give me speeds and service that it did not provide, plus paying the monthly service fees, and then was told that I could not return the device because there was only a 14-day return policy (which of course is almost impossible to take advantage of, because it took almost a week for the device to arrive, and then it took a couple of weeks for me to realize that the device was not doing what I was told it would be doing.) I spent a great deal of time attempting to resolve this with multiple people at the company, and was eventually transferred to a high-level associate, who treated me in a way I would have thought impossible by anyone claiming to be a professional--he personally berated, talked down to, and mocked me, before telling me he was going to "put me on hold for 40 minutes or so" because he couldn't deal with me any longer. When I informed the gentleman that I would be filing a complaint with the Revdex.com, his response was a snide "Would you like me to give you their phone number?" When I posted my concerns on their Facebook page (in a polite and professional way), the comment was immediately deleted and I was blocked from their page. I am still having trouble believing that this was a real experience and not some sort of bad dream--I am in disbelief that this is a real company and not just a scam corporation. Sincerely,[redacted]

Review: 1. [redacted] recommended us (low income senior) to use Basic Internet and told us they offer: "Setup Fee $49 includes $10 shipping, $29 discounted T-Mobile hot spot ($39 value), and first month's service fee $10. Tax will be included at checkout. For 1.2GB 4G data/month; speed slows if exceeded" See [redacted].

But Basic Internet charged us:$72.68 (hot spot $39, first month $9.33 service and shipping $20.) Charge over about $20 than they provided to Everyoneon.

2. We received BI's T-Mobile hot spot on 10/**. My original Internet service will ending on Nov. *. I hope can use BI to instead original Internet and started use BI at 11/* afternoon, and stopped use it at 11/* evening. Because I have no concept about 1.2 GB, in these two and a half days (only used hot spot for several hours) I watched about one hour video then I couldn't watch any more. I couldn't watch a picture in any article. Unfortunately BI's program isn't match my request. I have to continually keep my original Internet. At 11/* evening I emailed to BI, I need to cancel their service, return hop spot and get refund.

3. I called (11/**) many times and told them I need to cancel their service. The representatives always busy I was waiting over 50 minutes. They still refuse to answer me. Finally their computer asked me to leave message to them. Their real representative answered my message is after 4 days later! I sent two emails to BI on 11/* and again on 11/** and only got computer reply.

4. BI emailed to my call on 11/** they closed my account. I insisted call again and again, finally they picked the phone and said because I asked canceling service has over 14 days, they won't refund any money. I don't know what day is their start count.

5. Most store can refund within 30 days in the United States. Their special 14 days refund policy, should be tell to us when we order their service. They didn't do that. They also didn't tell us when start to count the 14 days. From their Returns, Refunds & Cancellation, we know BI can verified with T-Mobile if customer had no service in area monthly. That means BI can know we start testing use their service on 11/* and stop on 11/*. The count service's day should start at 11/*. It is NOT over 14 days. In addition, as an almost 80 years old senior we trust Everyoneon's recommendation, and trust BI who is same as every other stores in United States. When we order BI service, we didn't search and read all content in BI website.

6. This money for low income senior is a big money. BI's hot spot is no use for us and it become electronic trash. However if BI get our return hot spot, it can be use for other customer-- we only testing use hot spot for several hours within 2.5 days.

7. We need BI's promise: when we send back hot spot to them, The hot spot fee and over charge shipping fee should refund to us.

Please help us.

Thank you very much.Desired Settlement: Refund 39+10+9.33=$58.33

$39 is hot spot fee

$10 is you over charge shipping fee. I has asked Post Office for the small size hot spot delivery Seattle to New York, only charge about $8 (less than $10) for tracking mail. Also this $10 price is BI provided to [redacted] and then provided to us.

For first month service fee $9.33, I just use several hours in 2.5 days for testing. I still keep my original Internet. $9.33 should be refund to me.

Consumer

Response:

At this time, I have not been contacted by Basic-Internet regarding complaint ID [redacted]. I have never heard from Basic-Internet any response.Sincerely,[redacted]