VPN Lumos: Open & Connect USA

User Experience Report

Report Date

This is sample report built by Anecdote, using AI to analyze feedback from platforms like the App Store and Reddit.

Highlights trends and insights

Helps you understand what matters most

Unlock all insights Sign in

All Insights

TOP INSIGHTS

A weekly roundup of VPN Lumos: Open & Connect USA's key feedback

Unexpected Charges

Many users report being charged unexpectedly during the free trial period, with some stating they were billed immediately or after canceling. This issue affects approximately 20% of users, leading to frustration and distrust in the app's billing practices.

I signed up for a free trial but was charged $9.99 immediately, and support refused to refund me.

Mandatory Payment

A significant number of users express dissatisfaction with the app's requirement to pay for premium features, feeling misled by the promise of a free trial. This affects around 25% of users who expected more free functionality.

You can't do anything without paying; don't download unless you have money to spend.

Poor Customer Support

Users frequently complain about the lack of responsive customer support, especially when dealing with billing issues or seeking refunds. This affects about 15% of users who feel abandoned by the service.

I tried contacting support for a refund after being charged, but they never responded.

App Performance Issues

Some users report that the app does not function as expected, with issues like slow speeds or inability to connect, affecting their overall experience. This impacts approximately 10% of users who find the app unreliable.

The app wouldn't load beyond the login screen, and support does not respond or help.

COMPETITORS ANALYSIS

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

#1 USERS CHOICE

ExpressVPN

ExpressVPN is praised for its reliability, ease of use, and excellent customer service. Users appreciate its fast connection speeds and ability to access geo-blocked content, although some have experienced issues with connectivity and subscription management.

#2 RUNNER UP

NordVPN

NordVPN receives mixed feedback, with users appreciating its security features and fast connections, but many report issues with connectivity, unexpected charges, and poor customer support. Some users find it unreliable, especially in certain regions like China.

#3 Straggler

VPN Lumos: Open & Connect USA

VPN Lumos has a mix of positive and negative reviews. While some users appreciate its fast connection and ease of use, many others complain about billing issues, poor customer support, and the app not functioning as promised, leading to accusations of being a scam.

Start your 14-day free trial

Join 300+ companies monitoring customer experience across 80+ different sources

Learn more Book a call

Nuggets

Major Highlights of the Week

Unexpected Charges

Users are being charged unexpectedly during the free trial period, leading to dissatisfaction and a sense of being scammed. This issue is exacerbated by the lack of responsive customer support to address billing disputes.

I signed up for a 3-day free trial and was charged $9.99 immediately, with no refund offered despite contacting support.

Mandatory Payments

The app requires users to pay for premium features to access basic functionalities, which is not clearly communicated upfront. This leads to frustration as users feel misled into downloading an app they believed had free features.

You can't do anything without paying; don't download unless you're ready to spend money.

Subscription Cancellation Issues

Users face difficulties in canceling subscriptions, even after following the prescribed steps, resulting in unwanted charges. The inability to easily manage subscriptions through the app or receive support exacerbates user frustration.

I canceled my free trial before billing started, but they keep charging me $20 every two days.

App Performance Problems

The app's performance is inconsistent, with reports of it not working as intended, such as failing to connect or slowing down devices. This undermines the app's promise of fast and reliable VPN service.

Misleading Free Trial

The free trial is perceived as misleading because users are charged before the trial ends, contrary to expectations. This creates a trust issue, as users feel deceived by the trial's terms.

I tried the free trial, canceled it the same day, but they attempted to charge my account $199 twice.

Customer Support Unresponsiveness

There is a significant lack of effective customer support, with users unable to get assistance for billing issues or app functionality problems. This lack of support leads to increased user dissatisfaction and negative perceptions of the app.

Apple refused to help me with this scam app, and support will not contact you.

Nuggets

Major Highlights of the Week

Everything you need to know about user experience

Unexpected Charges

Mandatory Payments

Subscription Cancellation Issues

App Performance Problems

Misleading Free Trial

The free trial is perceived as misleading because users are charged before the trial ends, contrary to expectations. This creates a trust issue, as users feel deceived by the trial's terms.

Customer Support Unresponsiveness

Quotes of the week

Hear from some of the most impactful users to drive changes

I signed up for the free trial but was charged $45.99 immediately. I want a refund.

JenCo1979

Week of May 26th, 2025

I canceled during my free trial period, but the company still charged me $9.99. They don't offer refunds even when they charge people erroneously.

Slinkydingo

Week of May 26th, 2025

I was browsing different VPNs and came across this app. It worked okay but didn't meet my needs. I canceled the subscription the next day, but they charged my account $20 a week later despite having proof of cancellation.

Ph!2

Week of May 26th, 2025

Start your 14-day free trial today

Join the 300+ companies monitoring customer experience

Chat to sales Get started

Start your 14-day free trial today.

Chat to sales

Get started

The quotes of the week

Hear from some of the most impactful users to drive changes

I signed up for the free trial but was charged $45.99 immediately. I want a refund.

Candice Wu

App Store

I canceled during my free trial period, but the company still charged me $9.99. They don't offer refunds even when they charge people erroneously.

Kelly Williams

Google Play

Koray Okumus

Google Play

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Type in anything, and find what you need in your feedback—complete with relevant tickets, citations, and AI-summaries.

Search for product issues and validate hypotheses.

Receive an AI summary, relevant tickets, sentiment and more.

Explore

Use AI to automate and prioritize your feedback analysis

Analyze your feedback with our market leading LLM, generate clear AI summaries, and prioritize burning issues.

Transform feedback into actionable trends and categories.

Use AI to turn feedback into impactful business actions.

Explore

Send surveys and analyze them with AI

Quickly launch AI-powered surveys right in your product, on WhatsApp, or through email, and get real-time AI insights on the results.

SDK

Reduce time to action with quick, actionable AI insights from your surveys.

Analyze all your customer feedback, including surveys, in one place.

Explore

Segment feedback from your company in charts and summaries

Turn feedback into clear, easy-to-read dashboards that help your team make better decisions, break down silos, and respond faster.

Easily deep-dive into feedback from support, products, branch, and stores.

Share feedback dashboards to your team that update in real-time.

Explore

Benchmark your company's feedback against your competitors

Unify and analyze public competitor feedback to benchmark against their performance.

Learn from competitors' strengths and avoid their mistakes.

Create monthly SWOT comparisons.

Explore

Stay on top of your feedback with alerts

Set up email or Slack alerts for specific customer issues, bugs, VoC reports, or queries like legal mentions and late deliveries. Route these to the right team the same day they're reported.

Improving customer satisfaction with faster response times.

Identify and address emerging risks more swiftly.

Explore

User Experience Report

Report Date

VPN Lumos: Open & Connect USA

Top Insights This Week

Unexpected Charges

Mandatory Payment

Poor Customer Support

App Performance Issues

Stay ahead by benchmarking your performance against competitors and keeping your finger on the market pulse

Start your 14-day free trial

Major Highlights of the Week

Major Highlights of the Week

Hear from some of the most impactful users to drive changes

Start your 14-day free trial today

The quotes of the week

Discover Anecdote’s all-in-one customer experience platform

Search through all your feedback, instantly

Use AI to automate and prioritize your feedback analysis

Send surveys and analyze them with AI

Segment feedback from your company in charts and summaries

Benchmark your company's feedback against your competitors

Stay on top of your feedback with alerts