Karma Mobility

Hi Revdex.com, *** [redacted] replied to an email sent to her explaining the shipping update for the Karma Go at 05:pm EST on Karma's customer service hours are M-F 9am-6pm EST so her email was not responded to before the close of the business day due to a high volume of emailsShe was responded to at 09:am EST on stating her order was cancelled and her money was refundedThe refund would be processed through [redacted] as that was her original form of paymentMsUysal gave us less then one business day to respond her to cancellation requestIt is not our practice to hold anyone's money against their wishesThanks for your time

Thank you for taking the time to offer up this feedbackTo give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at homeWe underestimated how many people would want to use Karma for home, and our metrics were wrongIn the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of useBringing back unlimited or instituting a higher cap isn’t something we can supportWhile we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as wellYou can set up your return at [redacted] .Please feel free to contact me directly via our support channel if you'd like me to set this up for you or to discuss this option furtherBest,Erin A [redacted] Karma

Hi [redacted] , I see that this was written on 416, but I can see on our end that your refund was already processed on You should have received confirmation that your refund is on the way, but if you haven't, I can confirm that your refund has already been taken care ofBest regards, Alex

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me and the matter wI'll be resolved upon receipt of funds Sincerely, [redacted]

We made a mistakeWe modeled Neverstop usage to be much higher than usage on RefuelBut we never anticipated that some customers would use over 1,000GB a month.But usage this high is not something that will work todayThe other thing made clear in your feedback is that speed is important Slowing it down was not a good solution, which is understandable.Getting online with Neverstop should be simple and work well for most use casesSo here's the update:-5Mbps up and down speeds are back-A new monthly limit of 15GBIf you surpass this, you’ll still be online but with minimal speeds good enough for emailing and messaging-Earn a $credit for each unused GBOnce we launch, everyone on Neverstop will get a fresh start at 0GBBased on current usage, this change will have little to no impact for most of you, while still reducing strain on the serviceBut, if you’re looking to binge watch Netflix 24/7, this probably isn’t the product for you.You can contact support directly with any additional concerns or if you'd like to return the device for a full refund Best, Erin A [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: It's been months and that's to long to be waiting for a refund That's not professional at all!!! When u make a order they want they money now, So I like to have my refund!!!! In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi [redacted] ,Thanks for following upSince we’re experiencing higher than return volume, and processing returns in the order they’re received, refunds are taking substantially longer than to processWe'll send you an email as soon as your refund has been initiatedBased on the date we received your return (confirmed received at our fulfillment center on 3/**), our 4-week timeframe for processing refunds, and the fact that we're heavily delayed due to high volume, I anticipate you'll receive confirmation of your refund within the next few weeksThanks in advance for your patience and understandingIn the meantime, feel free to reach out to me directly at [email protected] (ATTN: Alex)Best,Alex F [redacted]

Hi [redacted] , Thanks for following up The response you received was not automated, although the message delivered was the same I understand that the lengthy wait is frustrating, but as previously stated, we're working through returns and their respective refunds as quickly as possible, in the most fair manner possible (in the order received) With that said, you are of course free to continue to write in to us via our support channel or other channels, but it will no expedite the return/refund processI won't be able to move your return ahead of others that we've received before yours, just as I won't move other returns ahead of yours if we have received them afterYou can always reach me directly at [redacted] (ATTN: ***)Best, Alex F [redacted]

Hi There,Karma support doesn't have phone support at the moment but we’re happy to help you get your Karma Go returned for a full refund on hardwareFor service, you'll get a refund for any unused data left on Refuel or any unused months left on your Neverstop subscription.You can use our Return Center for this: [redacted] Let me know if you have any questionsFeel free to contact me through support directly(attn: Erin)Best,Erin A [redacted]

Hi ***, While I understand your feedback and I appreciate your passion, unlimited simply isn't an option herePlease let me know if you'd like to return your device for a full refundI can certainly help make that happen for youBest,Erin A [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: this is a copy of my billing historyPayment History [redacted] they have been sitting on my return unit via [redacted] since FEB In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi ***,While I am truly sorry that Karma did not meet your expectations, I am happy to report that your refund has been processed for the device so you are good to go therePlease let me know if you need any additional helpBest,Erin A [redacted] Karma

Hi [redacted] , Thank you for your emailWhile we don't have exact insight as to when your refund will be processed, it does look like yours should be done by the end of this weekIn the meantime, please feel free to contact me directly through support (Attn: Erin) if you need any further assistanceBest,ErinKarma

Hi ***, Unfortunately, there is no way to bring back Neverstop at this timeThe product is no longer availableI am happy to discuss options for either returning your device for a refund OR looking at Pulse or Refuel as an option if you'd like to stick with usFeel free to email me directly through support ( [redacted] ) Attn: ErinBest,Erin A [redacted] Karma

Hi ***,Thank you for reaching outI understand the wait has been very lengthyMy apologies for that, but please know that what we've communicated to you when you've been checking in the status of your refund is correct.I can see that your return was confirmed received (checked-in) at our fulfillment center on March ***, which means it was then added to the queue of returns to be refundedWe have had, and currently have significantly higher than return volume, which is leading to heavy delays on all refundsThis is not specific to you, and in order to keep things as fair as possible, albeit lengthy, we're only processing refunds in the order which returns have been receivedBased on your return date, I do anticipate you'll receive confirmation notice of your refund fairly soon (within the next 4-6)I know this isn't the immediate response you're looking for, but understand we're working through this is as quickly as possible, and I can assure you we'll process your refund just as soon as is humanly possible with the resources available to us right now.If you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: Alex).Best,Alex

Hi ***, Again, since we are working together through the support channel, I will keep all of that in one place Best, Erin A [redacted] Karma

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is mostly satisfactory to me and the matter has not yet been resolvedHowever, I have a time frame on which to expect my refundIf refund is not received in time frame indicated in the email from Karma Mobility, I will pursue other options Sincerely, [redacted]

Thank you for taking the time to offer up this feedbackTo give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at homeWe underestimated how many people would want to use Karma for home, and our metrics were wrongIn the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of useBringing back unlimited or instituting a higher cap isn’t something we can supportWhile we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as wellYou can set up your return at [redacted] sKarma credit cannot be exchanged for cash If you'd like to email support directly (attn: Erin) I can help you get this set up immediately Best, Erin A [redacted]

Hi [redacted] , Thank you for taking the time to offer up this feedbackTo give a little insight into why we made this decision, we built Karma Go as a wireless mobile device, and built our data plans around that mobile use, not use at homeWe underestimated how many people would want to use Karma for home, and our metrics were wrongIn the short term, the unlimited version of Neverstop will not return—we’re not able to sustain that kind of useBringing back unlimited or instituting a higher cap isn’t something we can supportWhile we can no longer offer the original product, we are happy to help you get your Karma Go returned for a full refund including the data you purchased as wellYou can set up your return at yourkarma.com/returnsBest, Erin A [redacted]

Kevin,There isn't an issue here, as simple and as clear as I can state it-- you initiated a chargeback/dispute through your bank/creditorSince it's in that process, I am physically unable to process a refund the way I normally doAnd yes, your return was confirmed/checked in at our fulfillment center on March ***-- I attempted to process the refund on May [redacted] (along with many other refunds to customers who we received returns from on March ***The processing of your refund failed because you had already initiated a chargebackAnd just be certain, I just attempted to refund you again right now only to receive this notification: " [redacted] "So yes, at this point had the chargeback not been initiated the money would have already been back in your accountThere is no more that I can do for you here to resolve this for you as we have no direct involvement in the chargeback processIf there is anything else you need help with outside of this, please feel free to reach out.All the best,Alex