Complaints

• Initial Complaint

  02/03/2025

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  After cancelation Homefie hit my bank account for $141.70 because after four years they said the device I sent back was defective because of a small chip. Not only that several times they doubled charge my accout for monthly ********.Actual picture of what the device looked like., after 4 years.

  Business response

  02/04/2025

  Dear *****,

  
  Thank you for reaching out. I understand that you were not expecting to be charged a fee for the damaged device. After reviewing your account history, our records indicate that the device was returned with damage, which is why the associated fee was applied.

  
  For further details, you can review our return policy here: HomeFi Return Policy *******************************************************. As stated in our policy:

  
  If a router is found to be damaged, has cosmetic blemishes, or is missing parts upon inspection by our warehouse team, a refund will not be issued, and applicable charges may apply.

  
  I hope this clarifies the situation. Please let me know if you have any other questions or if there's anything else I can assist you with.

   

  **** *. 

   

• Initial Complaint

  01/23/2025

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I had paid for internet access with HomeFi since April 2, 2024 and had cancelled the service on January 15th in order to begin service with ********. I received an email from HomeFi today showing I was billed $25.00 for a restocking fee, which took me by complete surprise. I had returned the router I had rented from Home Fi to them in perfect condition, and within the timeframe they specified. As you may read below, their customer service **** ****, stated that the restocking fee is paid by everyone cancelling their services, effective February 25, 2024. The policy is described on a HomeFi web page entitled returns rather than on a page relating to service cancellations.

  Customer response

  02/16/2025

  Better Business Bureau:
  
  At this time, I have not been contacted by HomeFi regarding complaint ID ********.
  
  Sincerely,
  
  ***** ******
  

• Initial Complaint

  09/05/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This place is accusing me of using a prepaid card that are not allowed according to policy despite the fact they had no problem charging me anyway because it is not a prepaid card. It was my debit card issued by the ******************************. Now they're telling me I need to update my payment information in order to proceed with my order. The only problem is that I can't even access that part of the website without having the router I ordered to give them the serial number on the device. What the h*** is this!? This occurred September 3, 2024

• Initial Complaint

  07/03/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  The company is an internet service provider, their service is terrible, the internet goes out either every day or every other day, the only way to get the router reset and Internet working again is to get a hold of them is via an internet chat, I feel I shouldn't have to get a hold of them everyday or every other day to get the internet reset, now the only way to cancel the service is via the aforementioned chat, and now they won't even answer the chat anymore, I've been on hold, so to speak, for about 5 hours, and this is a regular occurrence with them

  Customer response

  07/03/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Good morning,I have canceled the subscription and sent back the hotspot and now I am being charged $26.75 I would like my money back. I have tried to contact the company to get the money back, but I cannot get ahold of anyone. I don't have service with them and sent back the equipment. Now I am being charged. They were trying to take out a monthly charge or $83.75 but I had to change bank cards so that they could no longer do that. Now I have this charge for $26.75. I sent everything back. I no longer have the hotspot and I don't have service with them.I am a disabled veteran living on a budget and I cannot afford this. I struggle to support my 3 children already.I have had other problems with them as well. But right now, all I want is a refund and for them to delete all my account information because I no longer do business with them.

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am filing this complaint against Homefi due to its deceptive business practices, fraudulent charges, and complete lack of customer service. I have attempted to resolve this matter directly with Homefi for several weeks, but their unwillingness to cooperate has left me with no choice but to seek assistance from the Better Business Bureau.Details of Complaint:Misleading Business Practices: Homefi changed their terms and conditions without my knowledge or consent after I signed up for their service in September 2022. As a result, I have been subjected to fees and charges that were not part of the original agreement. Homefi has made multiple unauthorized charges to my credit card, including charges that were blocked by my bank, resulting in the need for multiple card replacements. This pattern of behavior is abusive and unacceptable.Lack of ***************** ********************** provides no phone number or accessible customer service channels. My repeated attempts to close my account and resolve billing issues have been ignored.I am seeking a full refund of all charges made by Homefi, as well as an apology for their unethical business practices and lack of customer service. I believe that ********************** should be held accountable for their actions and that other consumers should be warned about their deceptive tactics.Supporting Documentation:I have comprehensive documentation to this complaint, including:I have proof of the terms I agreed to in September 2022.I have Emails demonstrating my attempts to resolve these issues directly with the company.I have Credit card statements Showing the unauthorized charges made by Homefi.I am also filing a dispute with my credit card company regarding these charges. I believe that Homefi's actions are a violation of consumer protection laws, and I hope that the Better Business Bureau can help me to achieve a fair resolution to this matter.The 263$ is the amount fraudulently charged to my card after termination of service.

  Customer response

  06/14/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by HomeFi regarding complaint ID ********.
  I am still at this time still challenging those charges made by Homefi. They have only replied with minimum information about the charges they placed against me, even with evidence (all correspondence and proof of the terms of service at time I purchased the equipment/service as I keep copies of everything)
  Sincerely,
  
  ***************************
  

• Initial Complaint

  05/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I goes dead real quickly and speed of it ***** sent an used one not a new one and have to pay ***** shipping and another 70 for new service on new box when renting it should be replaced for free me

  Customer response

  06/06/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by HomeFi regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  05/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I recently signed up for **************** with homefi. I was unable to use the service and requested a refund the very next day. The company is refusing to issue a refund and turned off my Wi-Fi device so I'm not even able to use the service that I did pay for. today, May 8 2024 the same company tried to charge my credit card and was denied, I have emails and screenshots of messages saying that I did not want the service. I am requesting a refund and do not authorize any further billing yet they still tried to take my money.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I attempted many times to terminate my internet hot-spot service with HomeFi (**************** starting March 23, 2024. They refused to do so. The instructions to terminate on their website say to reach out by chat. I used their online chat over 4 days between March 23 and March 28, stating I wanted to cancel my plan. I also emailed them requesting this. No one joined the chat after it remained open for over an hour each time, and no one returned my emails. I finally reached them via chat on March 30th and I spent 2 1/2 hrs on chat with them; they pretended to have my account crossed with another customer's account "******." After an hr on chat they finally seemed to access the right account, but then tried to sell me "better" service and would not terminate my plan. A second person joined the chat, which meant the first person I spent 2 hrs on chat with could no longer communicate with me. This 2nd person attempted to sell me "better" service again and would not terminate my account. The next day I received an email stating "Your account was already canceled...you will have all the instructions for returning your device. Im closing this one." I received no instruction for returning my device. Neither did they cancel my account. They billed me again on April 2nd for $83.71. They have my debit card number and it is not possible for me to stop them from withdrawing again on May 2nd. Since they also think they sent me directions on how to return the device, which they did not (and I therefore have no instructions on where or how to return the device), they can potentially charge me an additional $130.00. I am currently requesting a refund of $83.71 that they charged me after canceling my service. However, they have the potential to charge me an additional $213.71 ($130.00 + $83.71) in the next couple weeks. When I log in to HomeFi, I still see my account and my debit card number on file - the account is NOT closed.

  Business response

  05/15/2024

  Hi *****,

  
  Thank you for your feedback. I understand how important it is for you to receive timely support and have your cancellation request processed promptly.

  
  I apologize for the delay in resolving this issue. We encountered multiple attempts to assign your case to support due to availability constraints, and we're working to improve our support processes.

  
  Your cancellation has been processed, and your refund was issued on April 24, 2024. Please refer to ticket ********* in the email we sent you for more details.

  
  If there's anything else I can assist you with, please don't hesitate to let me know.

  
  Best regards,
  ****
  Customer Experience Manager

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  No hidden fees -$90 a month-false! I paid $119.00 7 day trial period-you only get $90 back out of the $119 and they charge a restocking fee of $25. So I am out $55 just to determine that the internet service was not what they advertised. I am sending back tomorrow! I have only had it 5 days. This was a costly trial period. I took pictures before I boxed it and picture in the box. They sent refurbished with a note claiming that it might have blemishes but if they determine that it isnt in perfect condition then they threaten to charge another $350. Bad experience!

  Business response

  05/15/2024

  Hi *****,

  
  I understand how important it is for you to avoid any extra charges as promised. Unfortunately, I couldn't find any account information based on the details you provided in your complaint to explain the $119 charge.

  
  Please contact us at HomeFi Support ************************************************* and provide your details so we can assist you with your billing inquiries.

  
  I look forward to resolving this issue quickly once we receive your information.

  
  Best regards,
  ****
  Customer Experience Manager

  Customer response

  05/25/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, I have sent emails showing that the company claims it was hacked.  I just filed a dispute with my credit card company so I will let them figure out if it was HomeFi or a knock off company. 
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

*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. ↩