Karma Mobility

Thank you very much for your feedbackAt this time, we can make an exception and refund any unused data left on your account as of November ***, You can reach out on that date or we can contact you at that time, whichever you preferPlease feel free to reach out to customer support with any additional questions or concerns

[redacted] ,Your refund was received at our fulfillment center on March ***, you have not been waiting since JanuaryBased on the date we received it, you're refund will come in the next 6-weeks.The reason you're getting a refund on the device only is because the months of service were used- Your first month of service December [redacted] - January [redacted] was prior to the announced/implemented addition of the 15GB data cap- Your second month of service January [redacted] - February [redacted] was used in full both before and after the announced/implemented changes on January ***(On January [redacted] we reset all subscriber data usage to 0GB and offered full refunds for anybody who the service would no longer work forHad you stopped using it at that time and returned it, you would have received a full refund on the device, the third unused month of service, and the second month of service regardless of how much data was used between Jan [redacted] - Jan **, but not the first because again, it was prior to the announced changes).- Your third month of service February [redacted] - March [redacted] you used the service throughout the month (2/of the high-speed data allotment), and canceled your subscription on March ***The offer for a full refund on the service did not mean to continue to use the service in full under the new terms for the remaining months and still get a full refund on services providedWhile we did change our offering, it was by your choice to continue to use the service under the new termsHad you stopped using it the time a refund was offered, you would be refunded fully for all but the 1st month.I hope this clarifies the amount you'll be receiving when your return is processedAny further questions can be directed to me at [redacted] (ATTN: Alex).Cheers,Alex

Hi [redacted] , Thanks for following upThe reply to your previous emails is correct as we are currently working through a much higher than volume of returnsBased on the date we received yours (March ***), I expect you'll see your refund within the next few weeksI realize the wait has been lengthy and I can understand your frustration, though I can assure you repeatedly emailing us will not speed up the processWe're working though refunds in the order received, and yours will be processed as soon as is physically possible.If you need to reach out to me directly you can do so at [redacted] (ATTN: Alex)Best, Alex F [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: You stated that I would receive an email today regarding the subjectAs of 7:PM EST , I have not received an email with any information regarding the refund In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [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: In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi ***, I can see on my end here that your refund has already been processedIf for some reason you haven't already received confirmation, you can expect to receive it within the next hoursBest regards, Alex F [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 the same ambiguous response I have been receiving from Karma Mobility, Incsince I first inquired about my refund status in mid-February (see attached emails for reference) I expect my $to be returned immediately and without further delayIt should not take this long to process this refund and Karma's excuses are unacceptableIn addition to filing this Revdex.com complaint, I have also filed a complaint with the Consumer Frauds Division of the New York State Attorney General's Office and will be seeking class-action lawsuit possibilities In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

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 us Feel free to email me directly through support ( [redacted] ) Attn: Erin Best, Erin A [redacted] Karma

Hi ***, It appears that one of our customer support agents refunded you today and your order has been cancelledPlease let me know if you need any further assistanceBest,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 wrong In 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 for your device and any unused data you might have leftYou can set up your return at [redacted] Please feel free to email me directly through support ( [redacted] ) attn: Erin if you'd like any additional help Best, Erin A [redacted] Karma

Hi **,Thanks for reaching out.The reason your refund has not been processed is that it is not showing up as received via our fulfillment centerWhen I search the FedEx tracking information from the prepaid shipping label we provide, it shows as "not found," as in not shippedDid you send your device back to us using an alternative shipping method? If so, can you provide tracking information so I can confirm receipt of your return?You can reach me directly at [redacted] (ATTN: Alex).Best,Alex

Hi ***, It appears your refund has been processed so you are all set Best, Erin Karma

Hi ***, As stated in my reply to you via our support channel--I 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 class="p2">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-weeks)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: ***)Best, Alex

Hi ***, Thank you for reaching out I understand the wait has been very lengthy due to the abnormally high volume of returnsMy apologies for that, but please know that we're working diligently to get through all returns/refunds in as timely a manner possible Good news is I can see that your return was confirmed received (checked-in) at our fulfillment center on March ***, and with that said, I expect that you'll receive confirmation that your refund is on the way within the next day or twoIf you need anything in the meantime, feel free to reach me directly at [redacted] (ATTN: Alex)Best, Alex

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: Karma processed my refund - but my complaint is unrelated to the refund issueKarma should not have sold a service they were unable to provideThey continued to sell the devices and service even when they must have known they would withdraw the service they offeredI am sure they can do basic mathThe company committed fraud In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

Hi ***, 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 process We'll send you an email as soon as your refund has been initiatedBased on the date we received your return, I anticipate that your refund will be processed within the next 7-business daysThanks in advance for your patience and understanding In the meantime, feel free to reach out to me directly at [redacted] (ATTN: Alex) Best, Alex F [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: Erin, I understand it is no longer available, Please understand my point.......I, like hundreds more were lied to, sold a bill of goods your company never intended to deliver on Like I stated in the previous complaints I am tired of being lied to by companys just so they can sell something so absolutely wonderful and good it cannot provide it, get it ? In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted]

***, HiI want to make sure we're on the same page here-- "It's almost June, over months." It has been almost over months for what? Once again, your return was confirmed received at our fulfillment center on March ***.We're well aware of what our return policy states, but I'll continue to reiterate what I have been saying which is the fact that we're experiencing significant delays processing returns which is resulting in extended waits for customers to get their refundsAt this point in time it has been Once again, your return was confirmed received at our fulfillment center on March [redacted] and based on the date we received it you can expect to receive confirmation that your refund is on the way within 6-weeksBest regards, Alex

Hi [redacted] , It appears we have received your return and it's currently being processed at our warehouseWe process returns in the order they were received so it might take a little time depending on our volume—it’s our priority to get your Karma checked back in and your money back in your pocket as soon as possible.We'll send you an email as soon as your refund has been initiatedIn the meantime, please feel free to contact me directly through support (attn: Erin) if you have any further questionsBest, Erin Karma

Hi [redacted] ,Thanks for following upMy apologies again for the extremely lengthy wait on your refund-- I agree with you that the wait is unreasonable and wholeheartedly understand your frustration.Know that this wait is not policy, and is purely a current circumstance due to issues that arose over the course of the last few monthsBy no means your fault, but we're working through this as quickly as possible with the resources at handWe'll get your return taken care of as soon as we can, and you'll receive an automated email with your refund details as soon as it's on the way.Thanks again for your continued patience.Best regards,Alex F [redacted]