@jaden @jadengarza @DiONJERRY @oliverbrown somebody tell me what’s going on before I contact my bank and do a chargeback
I apologize for the delayed response.
Kindly provide the email address associated with the account, the charges you would like refunded, and a brief explanation of your case and the reason for the refund request. This will help me address your concern swiftly.
Oliver has all the details I’m tired of repeating the samething over nd over. It’s a refund from back in may as my demo modem was put in my fwa nd not oasis and had to pay the $99.95 nd daily fees. Bryan nd Oliver said in may id get the refund nd then 20+ days ago it finally got processed as you can see in the screenshot. I will not wait another 8-14 days for the refund. As you see in the pic it was already processed according to Oliver but haven’t received anything. Refunds DO NOT take 8-14 days to get back in my account. Bank wants a trace number
Refund has been processed.
I want some type of confirmation of it being processed as Oliver said he processed it 20+ days ago. I want proof of it being processed and it better not take no 8-14 days cuz it does I’m calling the bank nd doing a charge back period. There’s no transparency
Hi @natureswireless,
Thank you for following up, and I truly understand your frustration regarding the delay.
To clarify:
The refund has been processed on our end.
Refunds typically depend on bank processing times, but given the delay, we are treating this with urgency and priority.
Appreciate your continued patience while we resolve this.
Best,
I am currently experiencing a similar issue, and will take it up with the bank if no resolution. These delays and poor handling do not reflect the “let’s go” attitude we often see in posts here from the top. There is a lot of potential with this program, and I can understand the need for patience when it comes to bugs or processes. However, when it comes to the transactional side of things, it becomes difficult to trust any company or invest in something when things like this seem to be a constant uphill climb, which shouldn’t be the case.
Hi @DiONJERRY
I have a BYOD device that we set up in February, which we initially had issues with. After some help from support, we got it working. The device was installed, and at some point, likely soon after the connection stopped working. However, we were never aware of the situation until there was an incident where our client lost main connectivity, and our device (the backup one) never came online. After reviewing our modem’s logs, it was evident that the device had been experiencing connectivity issues for a long time.
In early June, I attempted to resolve an issue with customer support, but it seemed like I had hit a dead end. I then met with Oliver the day after the billing date (a meeting I had scheduled in advance) to discuss canceling the service. Despite this, I was still charged for the SIM again. I went through a lengthy back-and-forth communication with the expectation of receiving a refund, only to be informed by Oliver that my refund request had been “declined.”
At this point, I’m trying to move on, but I was charged again on July 17th. Once again, I reached out to Oliver and got the impression that similar stalling tactics were being used.
To be clear, I have been quite accommodating, despite the fact that three months had passed without any service, an embarrassing situation with the client, as the service was unavailable when they needed it, and furthermore, two months of blatant overcharges have occurred.
OP’s post seems to highlight a broader issue. If this program is going to work out, the focus should not be on growth when we lack the proper support resources to manage partner relations.
P.S. These types of issues among some of the other technical related ones. Have been a major reason I’ve been reluctant to bring on accounts on OASIS and have been sourcing connectivity via other channels.
Hi @jon
reviewing this.
Please send us your email, IMEI and ICCID and this issue exists in FWA Agent correct ?
IMEI: 350633312153525
ICCID: 89148000008033206016
It’s either Agent or Nomad direct. I never got that switch finalized, even after the request was submitted, but this was prior to Oliver. Another issue 
Hi @Jon,
We just checked the IMEI and ICCID, and it appears they were purchased through Nomad Internet as a cusomer.
and not any of the whole seller channels.
Unfortunately, we won’t be able to move this Nomad Customer Line over to FWA Wholesales.
However, you’re welcome to purchase additional SIMs and modems on FWA Oasis if you’d like to own and manage more lines.
Hey @DiONJERRY
Thank you for the information. However, the issue remains. It would have been helpful to have this information several months ago, but that is not my main concern right now, as this account should have been called by now. The technical issues and additional charges remain unresolved. To clarify, I am the customer, and this arrangement was established prior to the FWA Agent program in the “old program”.
At this point, I would like to ensure that this account is canceled and request a refund for the past two charges. Please let me know if you can assist with this.
Hi @DiONJERRY
I hope you are well. Do you have an update? I want to make sure I have everything sorted out before moving forward.
Thanks.
Hello @jon
Kindly send thr email with the account you want to close.
@DiONJERRY I DM’d you the e-mail address
alright checking now
