I give Mobinit an F in customer service. I have experienced INEXCUSABLE customer service with Mobiniti. I have been wating for a refund since October 2017 for and getting the run around call after call after call with briken promise after broken promise that it would be handled within 24 hours. Today I filed formal complaints against them with the BBB and to Reports at NBS 10 Responds Philadelphia. This company lacks integrity and does not keep their word or commitments. I would never recommend them. BEWARE!
I received my Credit Card statement and it had charges on it that I was not familiar with. I called the Credit Card company (Citibank) and asked them to stop the auto-billing as I did not purchase the service and disputed the charges and they placed a fraud alert on the company. I then contacted Mobiniti and spoke with Nick B. to find out what the service even was and why my credit card was being charged. I was told it was a text message marketing service. When we looked into the account we learned it was opened in the name of a third party, using a third party email - but with my credit card. It was clear I did not open or order this service. Nick, the sales Rep and I had a great call and conversation and solved the mystery on this account. His customer service and professionalism was stellar in the beginning and the more he told me about Mobiniti and how it could help me better serve my clients, I was actually interested in learning more and trying it out.
A few days later, I was contacted by Nick from Mobiniti and asked if I would be willing to drop the dispute and the 6 fraud charges against Mobiniti. In good faith, I agreed to do so as it wasn’t their fault either. They did not know it was not me opening the account. They were just providing a service. I just wanted to be assured that I would be refunded for the service that I never used and did not know that I had. I was very very very very clear that I would drop the dispute as long as it did not cost me anything. I asked for a refund and we agreed to a refund. I spent 4 hours over a couple days going through the process of reversing the fraud charges on Mobiniti with my CC company as it wasn’t either one of our faults. When Citibank reversed the fraud, I had to pay the credit card bill for the Mobiniti services for May, June, July, August, September and October of 2017 at $49/month ($294) total.
I contacted Nick to let him know the charges were dropped and asked for the refund on the bill. I sent him the proof of the dispute and fraud reversal and the credit card statement showing I paid the six charges of $49 each and asking for the refund. His reply was that he could credit me in Mobiniti Services. After I kept calling him out on our agreement for a refund and why I would pay for services I never knew I had and why I would spent the time clearing their name in the dispute, he stopped responding to my phone messages and my emails and text messages.
I spent the next 3 MONTHS consistently requesting a refund to Mobiniti and most of the time I got no response or acknowledgement of my messages. The few replies I received were like a broken record blaming it on billing waiting for an official clearance letter from my credit card company. Finally, on February 21, 2018 they refunded me $49. After TWO more months of complaining and requesting a refund I got another refund on April 13th, 2018 for three months worth of additional charges of $49 each for a grand total of $196 of the $294 owed. This is two monthly payments shy of the total amount. After many more calls, texts and email messages to Mobiniti about their insufficient refund, the Manager, Carmen, finally took my phone call and he have me his “word” that he would personally handle this with billing and get back to me in 24 hours on the remainder of the refund. That was two months ago. He has not responded to my calls, emails or text messages since. I am seeking a remaining refund for two months of service ($98.00) that were unused by me and fraudulently placed in my name. I have full documentation of text and emails with Mobiniti about the refund, proof of fraud by a third party as well as all the credit card statements showing that I in good faith reversed the dispute and fraud charges against Mobiniti and paid the credit card bill that they were to reimburse me for. The amount of time, effort and energy I have spent on this refund far exceeds the measly $98.00, this refund is now 100% about integrity and principle, to which this company drastically lacks. This is quite possibly the worst and most unprofessional customer service experience I have ever had in getting a refund. Truly bad business.