This company is charging me a monthly fee for a service I neither signed up for nor received.
In December 2019, I purchased their sim card from Target for $.99 and attempted to sign up for a plan on the website, however, was unsuccessful. I was never able to establish a phone number or a plan of any type. After many failed attempts, I gave up on it and didn't give it much thought afterward. Recently, I checked my bank account and found that they have been charging me since 1/21/19 ($35.25) and 2/21/19 ($38.24) without my consent.
Once I found these charges, I tried to get hold of someone to hopefully get the issue resolved. This attempt was unsuccessful as well. The only live person that I was able to speak to was the sales representative - who was able to tell me that there was no such account with my information, but was unable to help with my circumstance. They'd tell me to stay on the line while supposedly transferring me to the needed department, but never did. When asked to speak to someone who could assist, I was told that there would be a $5.00 fee. It had to be the most ridiculous thing I had ever heard!
Please provide me with a full refund and close any account opened without my permission.
Desired Outcome
please provide full refund and stop charging my account.
FreedomPop Response
• Mar 18, 2019
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to locate an active account under ***@gmail.com or any of the customer's credentials associated with their complaint.
We ask the customer to please provide the first four and last four digits of the CC which has incurred charges so we may properly investigate the account.
We look forward to the customer's response.
Customer Response
• Mar 27, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
Another charge of $38.24 was just recently posted to my bank account (3/21/19). This is atrocious! How in the world is this company able to charge a person for a nonexistent service or account? Once again, after seeing the charge made to my bank account, I attempted to call the company in hopes that someone would be able to help me: to no avail (as usual). The company asks that I provide them the first four and the last four digits of my CC so they can investigate the account; however, I am not comfortable with posting that much information so publicly. Instead, I would like someone to reach out to me via a phone call--as the sales representative (***) had reassured me they would. I provided *** with my information. So, there should not be a problem with getting hold of me.
FreedomPop Response
• Mar 28, 2019
We understand the customer's concern to post their personal information. The customer may reach out via email at ***@freedompop.com with Revdex.com CASE#: *** provided in the subject line so one we may investigate properly.
We look forward to the customer reaching out at ***@freedompop.com and will considered the case closed via Revdex.com portal.
Horrible company, no customer service and will take your money anyway they can. They also have a history of taking money unauthorized from your account. There are many hidden fees as well. Avoid this company.
They have a required "top-up" security deposit which they use to cover any charges in excess of what your plan normally covers. If it worked like a security deposit, this would be fine. The problem with the FreedomPop "top-up" is that they wipe-out this credit every 30 days without any notice unless you navigate their complex website to "re-activate" the credit within 90 days. Because they give no notice that this credit is being wiped-out, it may be many cycles before you notice this. They also will not refund your "top-up" security deposit in the event you terminate your service plan.
Billing my account with no services provided
I have twe accounts under my payment method. The second account was never used but I had money withdrawn from that account without notice. After submitting several tickets to the support team, which is the only way to contact support without paying more money. Having recieved several not helpful nor satisfactory responses, I closed the second account to avoid more charges. They offered a $133 (the amount taken from my account with no notification I accepted in the hopes of getting it refunded. After I closed the account, I found they had withdrawn another $47 without my consent.
Desired Outcome
A full refund of all monies withdrawn from my bank account without consent. I also want a prorated refund from my prepaid sim card for the account i will be closing soon.
FreedomPop Response
• Mar 14, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's Order #*** included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the customer failed to either downgrade or cancel prior to the conclusion of their trial, the account incurred a renewal charge for both services. However, the customer reached out via support and was honored a courtesy refund in the amount of $113.88 on 2/26/19.
The customer incurred a charge in the amount of $27.84 as they added FreedomPop Premium VIP Service Semi-Annual. Upon signing up for this service, the customer's account was downgraded and due to not meeting our minimum account credit requirements, a charge for $20 was incurred.
We can now confirm both charges were refunded as the account was canceled on the same date of 2/26/19. We ask the customer to allow 3-5 business days for the refunds of #27.84 and $20 to process.
As the account remains canceled and all charges refunded, there is no further action needed on this complaint.
Customer Response
• Mar 16, 2019
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedompop charged me for a service that I requested to cancel before I even used any of their service.
I signed up for Freedompop service and was given a free trail for FreedomPop Phone Premier Semi-Annual ($26.94). AS soon as I received the Sim card, I cancelled the free trail to revert down to their "free plan".
Today I find a charge on my credit card statement for $73.78 for Premium LTE 2GB Unlimited Semi-Annual plan. Seeing as I already downgraded one service that I signed up for, I do not understand how or why TWO subscriptions were on my account.
I had previously cancelled all paid subscriptions with FreedomPop and should not have been charged for this HIDDEN subscription that I was unaware of. Nowhere on their website does it state that by signing up for their sim card service, that I will be charged for two subscriptions.
Plus, they also advise me that their "free plan" isn't really free. I must put $20 on my account "just in case". $20 is not free.
This company misleads you and is not upfront and honest about the charges that will be incurred.
This is the exact response from the company, "However, we've noticed that on 02-16-2019 you removed FreedomPop Phone Premier Semi-Annual ($26.94) from your account, however, the main plan, which is Premium LTE 2GB Unlimited Semi-Annual $71.94 wasn't downgraded."
At no time was I told that by signing up, I would be signed up for 2 separate accounts that I had no knowledge of.
I would like to be apart of any class action suit for this company as well. This company does not show good faith in their business practices and incurs many hidden charges and subscriptions that I did not authorize.
Desired Outcome
I would like a refund of $73.78 to my card, and for all of my account information to be removed from your records. I don't trust this company with my personal information now that they have incurred unaothorized charges on my card.
FreedomPop Response
• Mar 12, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/12/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer deactivated their FreedomPop Phone Premier service on 2/16/19 and were not charged for the plan on this device thereafter. The customer left Premium LTE 2GB Unlimited active which resulted in a renewal of the service.
Although the customer states they were not informed of the plans and services, this information is reiterated in a follow-up email. These charge would be non-refundable as the account would reap the benefits of a semi-annual account. However, as the customer has canceled their account, we have honored a refund in the amount of $73.78. We ask the customer to allow 3-5 business days for the refund to process.
We can confirm the account associated with ***@gmail.com remains canceled.
There is no further action needed on this complaint.
Was not told charges would start before sim was used. Company has been unresponsive to requests for refund. They provided fake email to PayPal.
I ordered the free trial sim kit and have not recieved it and I am now being charged $98.88. I tried to contact them via the email they provided to PayPal only to be sent an automated response saying that the email would not be responded to. I then tried to call and was met with a message saying I must pay $15.00 to speak with anyone. I then tried to use their support ticket system only to be told the ticket would not be filed as I was not a "VIP" account. I have proof of these attempts in screenshots. They make it impossible to contact them for refunds or cancellation. They also design their site without an option for the cancellation page.
Desired Outcome
I would like a refund of my $98.88 and cancellation of any future attempts at charging me.
FreedomPop Response
• Mar 11, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/3/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Our records indicate the customer's order was shipped on 2/13/19 which would render the return qualifications date of 3/1/19. As the customer failed to downgrade or cancel their account prior to the conclusion of the trial period, the account incurred renewal charges for the subscriptions.
Unfortunately, as the account is set to a semi-annual account the request for a full refund is denied as the account would reap the benefits of 6-month subscriptions. However, should the customer wish to continue with an active account, we would honor a prorated refund covering a month's service so the customer may enjoy a month on us.
Regarding the inability to cancel the account on the customer's end, to prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel"
The customer may reply here with how they wish to proceed with their account.
The product was advertised one way and they did not clearly state they were going to charge me after my original purchase. Very predatory practice
I purchased a SIM card from this company and it said you could choose form several different plans, which one of them is free. I purchased the SIM under the understanding that when I received the SIM I would either have free service or I could pay to upgrade to their pay services. I was then charged $98.88 with no way to return my SIM and refund my charge. I did not use or activate or authorize the second charge. They are using a bait and switch tactic. They also will not contact you unless you upgrade your account again.
Desired Outcome
I would like to return the SIM card to the seller and have my unauthorized charge refuned.
FreedomPop Response
• Mar 11, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/11/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the customer failed to downgrade or canceled their account prior to the conclusion of their trial on 2/27/19, the account incurred a valid renewal charge for botch subscriptions.
Our customers can manage their subscriptions by following the instructions on the links below:
Cancel Account - https://***
Downgrade Plan - https://***
Add/Remove Services - https://***
Unfortunately, the customer is not eligible for a refund as their account remains subscribed to semi-annual plans. Therefore, any changes to the account will reflect until the conclusion of the semi-annual cycle which is in August of 2019.
The customer service is atrocious and I want my money back.
I have been trying for days to get my account straightened out. The way this company bills semi-annual plans makes no sense. I had up graded my plan to a 1 GB unlimited plan. It was supposed to be $35.94 semi-annually. I saw they were getting ready to bill me $92.00. I asked why. You can only talk to these people through Facebook Messenger and it takes days usually for them to get back to you. They told me I needed to downgrade from premium services that I never requested. I wasn't able to downgrade when I tried. I sent them screenshots and asked them not to bill me until this was straightened out. They have now billed me and have yet to fix the problem. They automatically bill my credit card. They use my email to pull up my account.
Desired Outcome
I want the Premium services I never wanted and can't downgrade from removed. I want them to reverse their fraudulent charges.
FreedomPop Response
• Mar 28, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's semi-annual renewal charge of $92.35 includes FreedomPop Phone Premier ($41.94), Premium LTE 1GB Unlimited ($35.94), FreedomPop Safety Mode ($6.99) & FreedomPop Administrative Fee ($7.48). These services will be in effect from 2/28/19-8/28/19.
Any changes made to the account will reflect until the semi-annual cycle concludes.
The customer can manage their account's subscriptions by following the instructions on the links below:
Cancel Account - https:/***
Downgrade Plan - https:***
Add/Remove Services - https:/***
Unfortunately, none of the charges are eligible for a refund as they will be in effect until the conclusion of the current billing cycle.
I was charged even tho I never got the services I couldn't possible decide to cancel or keep a service that I didn't get to try yet as I was still waiting for it to get here I'm not sure if it was lost in the mail or simply delivered to the wrong house or just not sent but I didn't receive the SIM card I want my money back and it's saying I should have canceled it after the trial well what trail because I never got to try it out It seems like it's all about money I couldn't even speak to a representative on the phone unless I paid which sounds crazy I'd have no problem if I actually got to try it out instead of paying my regular money bill of $60 so I thought I'd give it and honest try but this is crazy I'd like to be refunded And maybe I'll try again because it seems like a good deal
Desired Outcome
Other (requires explanation)
I'd just like to be refunded the money that was took out my account
FreedomPop Response
• Mar 11, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 1/30/19, which includes a free trial of our Premium 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the account was neither downgraded nor canceled prior to the conclusion of it's trial, the account incurred renewal charges which are considered valid. However, as the account was canceled on 2/28/19, a courtesy refund in the amount of $39.98 was issued on 3/5/19. We ask the customer to allow 4-7 business days for the refund to process.
We can confirm the account associated with ***@gmail.com remains canceled and no further charges have been incurred.
There is no further action needed on this complaint.
FreedomPop has repeatedly charged my payPay without my consent. 59$, 11$, 20, 6$. They refuse to refund any of these charges.even if I cancel my accou
59$ Feb 28, $11 Feb 28. $20 & 6$ early Feb
Account number is XXX-XXX-XXXX. I paid through PayPal. ***@yahoo.com.
Desired Outcome
Refund of the 20$, 56$, and 11$ charges.
FreedomPop Response
• Mar 11, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/10/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged (twice a year, annually, quarterly) if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
These subscriptions were downgraded and deactivated on 2/14/19 and were not charged for. However, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
This is all agreed to when clicking a pop-up notification prior to downgrading the account.
Upon downgrading, the customer also added FreedomPop Safety Mode on 2/14/19. With this service, customers will get a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. The customer can also enable or disable Top Ups at any time.
The customer incurred a charge in the amount of $59.34 as Global Pro 1000 was added on 2/28/19. On the same day, the customer added Visual Voicemail Semi-Annual which is why they incurred a charge of $11.82.
Although all charges are considered valid per our TOS, the customer was refunded the $20 which were incurred in account credit. The refund was issued on 3/5/19. We ask the customer to allow 4-7 business days for the refund to process.
The other charges are considered valid and non-refundable. The following is taken directly from our TOS:
All payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
If you cancel your FreedomPop Account or a Service at any time, you will not receive any refund. If you have an unpaid balance due on your FreedomPop Account upon cancellation, you agree that FreedomPop may charge any such unpaid fees to your registered payment method or otherwise bill you for such unpaid amounts.
We can confirm the customer's account remains canceled and no further charges should incur.
I purchased 2 sim cards with a 12 Month Plan. One activation worked fine. The other one got rejected with the message that I reached the maximum limit of accounts with Freedom Pop. But the did not tell me that when I purchased the sim cards. Well I tried to reach out over customer service. It is impossible to get someone on the phone to help. They put you on a phone loop where you get messages like " We cancelled your service now" or they offer you a one time payment of $9 to help. I try since about a week now to contact that company with no success. All I want is to activate a sim card which I purchased. There is just no way to get in contact with somebody who can help you. I am deeply concerned about that something like that is allowed. Well I will now cancel my other four active phones with Freedom Pop and swallow one time the loss. It seems to be well worth. I need to sleep again. Hopefully I can find another cheap service. Be careful, the new service from Freedom Pop is Unrealmobile. It is truly unreal how terrible their customer service is.
They offer a "Free" Trial and a "Free" phone service. What they don't tell you is that it costs $20 to cancel that free trial and downgrade to the "Free" service. And then even on the free service they will charge you for things that "are not phone service", like fees and taxes.
This company is a total scam. I got my sim cards yesterday and they have already managed to charge me $70 just for canceling my free trial. There just add random charges everywhere they can and they DO NOT TELL YOU! NO EXPLANATIONS FOR THE CHARGES! I have cancelled all the reported all the charges on my credit card from this criminal company.
I was charged for an add-on or ghost charge that I didn't consent or agreed to by FREEDOM POP
Hello, I was charged for an add-on or ghost charged that the internet data, call services provider called FREEDOM POP went ahead an added a 4.99 USD charge that I didn't agreed or give my consent to be charged 4.99 USD onto the form of payment that I added upon signing up for their 15 day trial that consisted of 2GB data, unlimited calling, texting for 15 days and after if you decided to stay get billed monthly at their normal rates for that month to month plan for the 2GB data. It had cancel anytime before the 15 days are up and end commitment of continuing their services for the normal pricing on that plan that consisted of 2GB for 30 days. The sign up was originally for .01 cents USD to have them shipped the penny SIM card to have the trial started. Which I only agreed to try upon sign up for the 15 days and no other charges or ghost add on charges that I didn't give consent to be charged at anytime... The charge was minutes after signing up like 6 minutes I seen that the FREEDOM POP had charged 4.99 USD which I still hadn't received the SIM card it was processing to be shipped. On the day I signed up was January 31, 2019 at 6:53 PM local time which is California time. Note that I didn't receive any physical item besides the SIM card to use their digital services which were a 15 day trial of mobile data and calling at which no point did I use any of the unlimited calling minutes or texting that were included at no extra charge. The trial had 2GB of data usage that I didn't use up.. I cancelled my trial with them on February 11th , 2019 which is still in the proper 15 day trial period.
To reach a customer support live agent over the phone they charge a per hour fee to speak to someone, no legal business does that but Freedom pop does. No matter for what issue you are calling in for you will first have to pay in advance to speak to someone from billing, technical or any other reason you might call upon. It's impossible to reach someone. I contacted them by submit a ticket... On their website
Here are the details on their customer support number
Alternatively, you can access a LIVE agent for an additional fee at ***. Try it and see for yourselves... It will go into an automated system that requires you to input your account phone number that was assigned upon the trail service to hide the fact that it will ask you to agree to ve charge after you input your account number to speak to someone. Or else the system ends the call.
My account details at sign up are as follow:Thanks for signing up to FreedomPop! Your ORDER ID is ***.
Your Purchase Details
Due Today: $0.01 (includes taxes & fees, if applicable)
Initial Service Cost: $0.00
Plan: Premium 2GB LTE Unlimited ($29.99) *after 14 days
Device: LTE SIM Kit - 3-in-1 - Voice/Data Bundle ($0.00)
Shipping Option: Super Saver ($0.00)
Additional Services: FreedomPop Phone Premier ($9.99) *after 14 days
Assigned number was ***
Can you help? A business shouldn't be allowed to operate and deceive their customers who pay their bills. It's like a legal cartel that they make the rules to charge whenever they want to and to whomever they want after they sign up.
Thank you have a nice day
Desired Outcome
I am requesting to be refunded the amount of 4.99 USD which I was charged minutes after signing up for their penny SIM that included a 15 trial to their data ,calling, txting services. Thank you.
FreedomPop Response
• Mar 12, 2019
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer was charged $4.99 on 1/31/19 due to selecting a new phone number. However, the customer was issued a courtesy refund on 2/22/19 as the account was canceled on 2/13/19.
There is no further action needed on this complaint as the account associated with ***@msn.com remains canceled and the refund of $4.99 has been previously honored.
I have tried to cancel my account several times and I keep getting an error so I cannot cancel. THey started charging me monthly fees with out tellin
I have tried to cancel my account several times and I keep getting an error so I cannot cancel. THey started charging me monthly fees with out telling me.
Desired Outcome
refund my account for the past 12 erroneous charged and cancel my account
FreedomPop Response
• Mar 20, 2019
We're sorry to learn of the customer's unsatisfactory experience regarding a cancellation of their account. Our records indicate there is no active account associated with ***@hotmail.com. We've attempted to locate an active account associated with the customer's complaint credentials to no avail. Therefore, we were unable to successfully investigate this case.
However, to prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
The customer may reply here with the email associated with their account which has incurred charges so we may properly investigate.
2 years ago a Sim Card For Free (2YEARS AGO) and I never signed up for any other services. I then get a $32.98 Charge on my account.
2 years ago a Sim Card For Free (2YEARS AGOv2017) and I never signed up for any other services. I then get a $32.98 (2019)Charge on my account. I know this is not much but if I do not receive a refund I will not only contact my Bank to escalate this but I will also contact and seek out legal council regarding this. I have tried to contact a live operator numerously but it seems like this company practices devious ways to steal from people
Desired Outcome
Refund and Remove me from any business since the Website will not allow me to cancel anything
FreedomPop Response
• Mar 12, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 3/22/17, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Due to the customer neither downgrading nor canceling their account prior to the conclusion of their trial period, the plans and services became paid subscriptions.
However, upon account review, we have confirmed an outstanding payment in the amount of $32.98. We were unable to successfully capture the original payment on 4/25/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.freedompop.com/service_plan_terms.htm
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Although the charges are considered valid on our end as services were rendered and the customer failed to downgrade or cancel their account, a courtesy refund in the amount of $32.98 was issued on 2/22/19 and the account was canceled due to an attempted dispute.
We can confirm the account associated with ***@gmail.com remains canceled.
There is no further action needed on this complaint.
I haven't been a customer with this company for over 5 years, and I've just received a 27.72 charge to my bank account from them today.
I was once a customer with Freedom Pop, over 5 years ago. I left them due to constant billing mistakes and double charging. Like I said, it's been over five years and today I just randomly got hit with a billing statement from Freedom Pop onto my bank account out of absolutely no where, with no emails, phone calls or any confirmations whatsoever.
This company practices very ill habits, and is the reason I left. No one on the face of this earth should be billed by a company 5 years after the fact they've closed their account down completely.
Desired Outcome
I want my money back, and all information regarding to my person removed from their databases so this does not ever occur again. Absolutely unacceptable.
FreedomPop Response
• Mar 18, 2019
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to successfully locate an account using the customer's credentials associated with the complaint.
We ask the customer to provide the email previously associated with the account along with the first four and last four digits of the CC which incurred the charge so we may investigate properly.
We look forward to the customer's response so we may investigate.
We have cancelled our internet service through Freedompop two times and are still being charged every month. I called again a few days ago and was told that the service had not been cancelled and that there was nothing that could be done about the monthly charges unless we cancelled the service! So I cancelled it again and explained that we had cancelled twice before and were still being charged. She said they had no records of cancellation. However, the service was cancelled back in June, and we have continued to incur a charge of almost $50 a month. Surely records show that we have not been using the Freedompop service from June on.
Product_Or_Service: Internet service
Account_Number: monthly
Desired Outcome
Other (requires explanation)
We want a refund of charges from now back through June 2018, months for which we should've never been charged.
FreedomPop Response
• Mar 05, 2019
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer reached out on 6/15/18 via incident #XXXXXX-XXXXXX requesting a cancellation of their account associated with ***. However, to prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
Therefore, the customer was provided with instructions on how to successfully cancel their accounts. As the customer failed to downgrade and/or cancel their account, the charges are considered valid. Unfortunately, the refunds they are requesting will not be honored.
Regarding an RMA for their device, it was upon this incident that the customer was also denied a return RMA as they were well beyond the money-back policy. Our records indicate the customer ordered a Franklin Wireless R850 ***) on 12/13/17 which exceeds are return window. We apologize for the inconvenience.
As for the customer's sub-accounts which are associated with the second and third Franklin Wireless R850, our records show the customer was provided with a return RMA for each device on 12/20/17. As the customer failed to return the devices in a timely manner, they are now outside of our return window.
We can confirm all accounts associated with *** have now been canceled and should no longer incur any charges.
Customer Response
• Mar 08, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem with this response is exactly what we have been dealing with from the beginning. Freedompop refuses to take any responsibility and continues to put responsibility and blame on the customer. Beginning with the second issue, if we had received RMAs for the other devices, we would have returned them, which is what we wanted to do. We never even ordered the other devices. It was the mistake of Freedompop that they were sent to us in the first place; it was the fault of Freedompop that we were charged for them and had to deal both with trying to return them and trying to get Freedompop to refund the money they wrongly charged us for them. We never authorized Freedompop to charge us for those devices. Regarding the other issue, the account WAS cancelled using the online cancellation process, but we kept being charged, and no one at Freedompop was ever helpful in dealing with this problem. If the online process didn't work properly, that is Freedompop's responsibilty, not ours. We followed their instructions. Moreover, we contacted the company, to no avail. Funny that since Revdex.com is now involved, Freedompop can now confirm that our account is cancelled and we are not being charged. This should have happened months ago. That our account has continued to be open and charges have continued to accrue is the fault of Freedompop. That we still have the other devices that Freedompop erroneously sent to us is the fault of Freedompop. Freedompop illegally charged us for the extra devices and has continued to charge us for services without our consent long after we contacted the company to cancel our account and followed their instructions for doing so. This company is mind-numbingly difficult to deal with. Even now we are simply going in circles. We don't have the power to cancel our account and stop Freedompop from charging us, Freedompop does; nor have we had the authority to deal with receiving and being charged for extra devices we never ordered (and Freedompop should have never made it our responsibility to deal with their mistake of erroneously sending us the extra devices in the first place), Freedompop does. Once Freedompop gets its hand in your wallet, it is unreasonably difficult to find a way to get it out.
FreedomPop Response
• Jul 30, 2019
have now been processed and should reflect on the customer's end. We thank the customer for their patience throughout the process.
We can confirm no further charges have been incurred with either order other than the sign up orders which have now been reversed.
As the refunds have been honored, we will consider this case resolved.
Customer Response
• Aug 03, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
This response again ignores the fact that the account was cancelled back on June 2018, in accordance with Freedom pop instructions, and that we were still charged monthly till January 2019, after many calls to freedom pop and a report filed with Revdex.com. The account was not used from June 2018 on b/c it was cancelled online. Since charges kept accruing, I contacted Freedom pop and complained, several times. I was told on several occasions that the account had not been cancelled that I needed to go online and follow the instructions to cancel it and billing would be stopped. I informed the operators that I had done that and, just short of calling me a liar, was told there was nothing they could do, that I needed to go to the webpage and take care of cancelling the account myself. So I did this again but billing continued! Till I filed a Revdex.com report. Freedom pop needs to take responsibility here and in good faith say that a mistake was made on their end and a refund will be issued for the months I was charged for a cancelled and unused account.
I had service with this company two years ago.. it was a .99 cent service.. in 2017.. on February 15th 2019, they took $89.94 out of my account.. when I tried to contact them, it was near impossible.. the representative told me 'not to stress out? and hung up in my face. I was finally able to talk to someone via twitter, and they told me that in two years time, they were unable to to get a payment.. mind you, there is money on the card every month, as it is a child support card.. and that they were unable to refund my money. They said I didn't cancel my service until the 17th of February.
Product_Or_Service: Cell service
Desired Outcome
Other (requires explanation)
I would like my money refunded into my account.
FreedomPop Response
• Mar 07, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 7/29/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $89.94. We were unable to successfully capture the original payment on 9/2/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
We can confirm the account has now been canceled and should no longer incur any charges. Unfortunately, the charges are considered valid due to the account not being canceled.
Freedompop sole money February Saterday 16th at 4:45am. I was asleep when they stole without my authorization 192.00! I contacted PayPal, and reported the theft. I never heard of freedompop! They stole my money, and they need to be shut down!!!
Product_Or_Service: N/A
Desired Outcome
Other (requires explanation)
I want the money that freedompop sole 98.00+98.00. I don't know who in the *** these people think they are! I will drag their *** company all over the net how worthless these *** are!
FreedomPop Response
• Mar 20, 2019
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges. Our records indicate the customer has multiple device accounts associated with ***@gmail.com.
Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 12/10/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Our records also indicate the customer ordered a second LTE SIM Kit (Order #***) on 12/10/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. As previously stated, these trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal.
As the customer failed to either downgrade or cancel botch accounts, they validly incurred renewal charges which are considered valid on our end. However, each renewal in the amount of 98.88 was unsuccessfully captured on 1/12/18.
As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Unfortunately, as services were rendered, the charges are considered valid and non-refundable.
The customer can manage their subscriptions by following the instructions on the links below:
Cancel Account - https://support.freedompop.com/app/answers/detail/a_id/2634/kw/cancel
Downgrade Plan - https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Add/Remove Services - https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade
Customer Response
• Mar 21, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
This company stole money!! I never did business with these people ever in life! I want 169.00.
These people are theives. PayPal called and told me freedompop mo longer fam sell with PayPal. So freedompop are theives without a business account which they hacked into my account and stole money they had no business making a purchase twice atb4am in the morning when I was sleep!!!! I called PayPal and they know freedom Pop can
no longer do business with PayPal. Freedompop are hackers and I will get them to give me my money. Sorry bs they are dirty low down demons.
FreedomPop Response
• Mar 27, 2019
As previously offered, we've canceled the accounts associated with ***@gmail.com and will no longer any charges.
If the customer feels the accounts were created as a result of their personal information being compromised, we recommend the customer contacts the proper authorities to report stolen information to open a formal case to investigate.
There is nothing more to be done on our end as we've canceled the accounts associated with ***@gmail.com in order to prevent further charges and usage.
Customer Response
• Mar 26, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
I will sue freedompop. Just get ready.
This company is charging me a monthly fee for a service I neither signed up for nor received.
In December 2019, I purchased their sim card from Target for $.99 and attempted to sign up for a plan on the website, however, was unsuccessful. I was never able to establish a phone number or a plan of any type. After many failed attempts, I gave up on it and didn't give it much thought afterward. Recently, I checked my bank account and found that they have been charging me since 1/21/19 ($35.25) and 2/21/19 ($38.24) without my consent.
Once I found these charges, I tried to get hold of someone to hopefully get the issue resolved. This attempt was unsuccessful as well. The only live person that I was able to speak to was the sales representative - who was able to tell me that there was no such account with my information, but was unable to help with my circumstance. They'd tell me to stay on the line while supposedly transferring me to the needed department, but never did. When asked to speak to someone who could assist, I was told that there would be a $5.00 fee. It had to be the most ridiculous thing I had ever heard!
Please provide me with a full refund and close any account opened without my permission.
please provide full refund and stop charging my account.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to locate an active account under ***@gmail.com or any of the customer's credentials associated with their complaint.
We ask the customer to please provide the first four and last four digits of the CC which has incurred charges so we may properly investigate the account.
We look forward to the customer's response.
(The consumer indicated he/she DID NOT accept the response from the business.)
Another charge of $38.24 was just recently posted to my bank account (3/21/19). This is atrocious! How in the world is this company able to charge a person for a nonexistent service or account? Once again, after seeing the charge made to my bank account, I attempted to call the company in hopes that someone would be able to help me: to no avail (as usual). The company asks that I provide them the first four and the last four digits of my CC so they can investigate the account; however, I am not comfortable with posting that much information so publicly. Instead, I would like someone to reach out to me via a phone call--as the sales representative (***) had reassured me they would. I provided *** with my information. So, there should not be a problem with getting hold of me.
We understand the customer's concern to post their personal information. The customer may reach out via email at ***@freedompop.com with Revdex.com CASE#: *** provided in the subject line so one we may investigate properly.
We look forward to the customer reaching out at ***@freedompop.com and will considered the case closed via Revdex.com portal.
Horrible company, no customer service and will take your money anyway they can. They also have a history of taking money unauthorized from your account. There are many hidden fees as well. Avoid this company.
They have a required "top-up" security deposit which they use to cover any charges in excess of what your plan normally covers. If it worked like a security deposit, this would be fine. The problem with the FreedomPop "top-up" is that they wipe-out this credit every 30 days without any notice unless you navigate their complex website to "re-activate" the credit within 90 days. Because they give no notice that this credit is being wiped-out, it may be many cycles before you notice this. They also will not refund your "top-up" security deposit in the event you terminate your service plan.
Billing my account with no services provided
I have twe accounts under my payment method. The second account was never used but I had money withdrawn from that account without notice. After submitting several tickets to the support team, which is the only way to contact support without paying more money. Having recieved several not helpful nor satisfactory responses, I closed the second account to avoid more charges. They offered a $133 (the amount taken from my account with no notification I accepted in the hopes of getting it refunded. After I closed the account, I found they had withdrawn another $47 without my consent.
A full refund of all monies withdrawn from my bank account without consent. I also want a prorated refund from my prepaid sim card for the account i will be closing soon.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's Order #*** included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the customer failed to either downgrade or cancel prior to the conclusion of their trial, the account incurred a renewal charge for both services. However, the customer reached out via support and was honored a courtesy refund in the amount of $113.88 on 2/26/19.
The customer incurred a charge in the amount of $27.84 as they added FreedomPop Premium VIP Service Semi-Annual. Upon signing up for this service, the customer's account was downgraded and due to not meeting our minimum account credit requirements, a charge for $20 was incurred.
We can now confirm both charges were refunded as the account was canceled on the same date of 2/26/19. We ask the customer to allow 3-5 business days for the refunds of #27.84 and $20 to process.
As the account remains canceled and all charges refunded, there is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedompop charged me for a service that I requested to cancel before I even used any of their service.
I signed up for Freedompop service and was given a free trail for FreedomPop Phone Premier Semi-Annual ($26.94). AS soon as I received the Sim card, I cancelled the free trail to revert down to their "free plan".
Today I find a charge on my credit card statement for $73.78 for Premium LTE 2GB Unlimited Semi-Annual plan. Seeing as I already downgraded one service that I signed up for, I do not understand how or why TWO subscriptions were on my account.
I had previously cancelled all paid subscriptions with FreedomPop and should not have been charged for this HIDDEN subscription that I was unaware of. Nowhere on their website does it state that by signing up for their sim card service, that I will be charged for two subscriptions.
Plus, they also advise me that their "free plan" isn't really free. I must put $20 on my account "just in case". $20 is not free.
This company misleads you and is not upfront and honest about the charges that will be incurred.
This is the exact response from the company, "However, we've noticed that on 02-16-2019 you removed FreedomPop Phone Premier Semi-Annual ($26.94) from your account, however, the main plan, which is Premium LTE 2GB Unlimited Semi-Annual $71.94 wasn't downgraded."
At no time was I told that by signing up, I would be signed up for 2 separate accounts that I had no knowledge of.
I would like to be apart of any class action suit for this company as well. This company does not show good faith in their business practices and incurs many hidden charges and subscriptions that I did not authorize.
I would like a refund of $73.78 to my card, and for all of my account information to be removed from your records. I don't trust this company with my personal information now that they have incurred unaothorized charges on my card.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/12/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer deactivated their FreedomPop Phone Premier service on 2/16/19 and were not charged for the plan on this device thereafter. The customer left Premium LTE 2GB Unlimited active which resulted in a renewal of the service.
Although the customer states they were not informed of the plans and services, this information is reiterated in a follow-up email. These charge would be non-refundable as the account would reap the benefits of a semi-annual account. However, as the customer has canceled their account, we have honored a refund in the amount of $73.78. We ask the customer to allow 3-5 business days for the refund to process.
We can confirm the account associated with ***@gmail.com remains canceled.
There is no further action needed on this complaint.
Was not told charges would start before sim was used. Company has been unresponsive to requests for refund. They provided fake email to PayPal.
I ordered the free trial sim kit and have not recieved it and I am now being charged $98.88. I tried to contact them via the email they provided to PayPal only to be sent an automated response saying that the email would not be responded to. I then tried to call and was met with a message saying I must pay $15.00 to speak with anyone. I then tried to use their support ticket system only to be told the ticket would not be filed as I was not a "VIP" account. I have proof of these attempts in screenshots. They make it impossible to contact them for refunds or cancellation. They also design their site without an option for the cancellation page.
I would like a refund of my $98.88 and cancellation of any future attempts at charging me.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/3/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Our records indicate the customer's order was shipped on 2/13/19 which would render the return qualifications date of 3/1/19. As the customer failed to downgrade or cancel their account prior to the conclusion of the trial period, the account incurred renewal charges for the subscriptions.
Unfortunately, as the account is set to a semi-annual account the request for a full refund is denied as the account would reap the benefits of 6-month subscriptions. However, should the customer wish to continue with an active account, we would honor a prorated refund covering a month's service so the customer may enjoy a month on us.
Regarding the inability to cancel the account on the customer's end, to prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel"
The customer may reply here with how they wish to proceed with their account.
The product was advertised one way and they did not clearly state they were going to charge me after my original purchase. Very predatory practice
I purchased a SIM card from this company and it said you could choose form several different plans, which one of them is free. I purchased the SIM under the understanding that when I received the SIM I would either have free service or I could pay to upgrade to their pay services. I was then charged $98.88 with no way to return my SIM and refund my charge. I did not use or activate or authorize the second charge. They are using a bait and switch tactic. They also will not contact you unless you upgrade your account again.
I would like to return the SIM card to the seller and have my unauthorized charge refuned.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/11/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the customer failed to downgrade or canceled their account prior to the conclusion of their trial on 2/27/19, the account incurred a valid renewal charge for botch subscriptions.
Our customers can manage their subscriptions by following the instructions on the links below:
Cancel Account - https://***
Downgrade Plan - https://***
Add/Remove Services - https://***
Unfortunately, the customer is not eligible for a refund as their account remains subscribed to semi-annual plans. Therefore, any changes to the account will reflect until the conclusion of the semi-annual cycle which is in August of 2019.
The customer service is atrocious and I want my money back.
I have been trying for days to get my account straightened out. The way this company bills semi-annual plans makes no sense. I had up graded my plan to a 1 GB unlimited plan. It was supposed to be $35.94 semi-annually. I saw they were getting ready to bill me $92.00. I asked why. You can only talk to these people through Facebook Messenger and it takes days usually for them to get back to you. They told me I needed to downgrade from premium services that I never requested. I wasn't able to downgrade when I tried. I sent them screenshots and asked them not to bill me until this was straightened out. They have now billed me and have yet to fix the problem. They automatically bill my credit card. They use my email to pull up my account.
I want the Premium services I never wanted and can't downgrade from removed. I want them to reverse their fraudulent charges.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's semi-annual renewal charge of $92.35 includes FreedomPop Phone Premier ($41.94), Premium LTE 1GB Unlimited ($35.94), FreedomPop Safety Mode ($6.99) & FreedomPop Administrative Fee ($7.48). These services will be in effect from 2/28/19-8/28/19.
Any changes made to the account will reflect until the semi-annual cycle concludes.
The customer can manage their account's subscriptions by following the instructions on the links below:
Cancel Account - https:/***
Downgrade Plan - https:***
Add/Remove Services - https:/***
Unfortunately, none of the charges are eligible for a refund as they will be in effect until the conclusion of the current billing cycle.
I was charged even tho I never got the services I couldn't possible decide to cancel or keep a service that I didn't get to try yet as I was still waiting for it to get here I'm not sure if it was lost in the mail or simply delivered to the wrong house or just not sent but I didn't receive the SIM card I want my money back and it's saying I should have canceled it after the trial well what trail because I never got to try it out It seems like it's all about money I couldn't even speak to a representative on the phone unless I paid which sounds crazy I'd have no problem if I actually got to try it out instead of paying my regular money bill of $60 so I thought I'd give it and honest try but this is crazy I'd like to be refunded And maybe I'll try again because it seems like a good deal
Other (requires explanation) I'd just like to be refunded the money that was took out my account
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 1/30/19, which includes a free trial of our Premium 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the account was neither downgraded nor canceled prior to the conclusion of it's trial, the account incurred renewal charges which are considered valid. However, as the account was canceled on 2/28/19, a courtesy refund in the amount of $39.98 was issued on 3/5/19. We ask the customer to allow 4-7 business days for the refund to process.
We can confirm the account associated with ***@gmail.com remains canceled and no further charges have been incurred.
There is no further action needed on this complaint.
FreedomPop has repeatedly charged my payPay without my consent. 59$, 11$, 20, 6$. They refuse to refund any of these charges.even if I cancel my accou
59$ Feb 28, $11 Feb 28. $20 & 6$ early Feb
Account number is XXX-XXX-XXXX. I paid through PayPal. ***@yahoo.com.
Refund of the 20$, 56$, and 11$ charges.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/10/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged (twice a year, annually, quarterly) if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
These subscriptions were downgraded and deactivated on 2/14/19 and were not charged for. However, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
This is all agreed to when clicking a pop-up notification prior to downgrading the account.
Upon downgrading, the customer also added FreedomPop Safety Mode on 2/14/19. With this service, customers will get a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. The customer can also enable or disable Top Ups at any time.
The customer incurred a charge in the amount of $59.34 as Global Pro 1000 was added on 2/28/19. On the same day, the customer added Visual Voicemail Semi-Annual which is why they incurred a charge of $11.82.
Although all charges are considered valid per our TOS, the customer was refunded the $20 which were incurred in account credit. The refund was issued on 3/5/19. We ask the customer to allow 4-7 business days for the refund to process.
The other charges are considered valid and non-refundable. The following is taken directly from our TOS:
All payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
If you cancel your FreedomPop Account or a Service at any time, you will not receive any refund. If you have an unpaid balance due on your FreedomPop Account upon cancellation, you agree that FreedomPop may charge any such unpaid fees to your registered payment method or otherwise bill you for such unpaid amounts.
We can confirm the customer's account remains canceled and no further charges should incur.
I purchased 2 sim cards with a 12 Month Plan. One activation worked fine. The other one got rejected with the message that I reached the maximum limit of accounts with Freedom Pop. But the did not tell me that when I purchased the sim cards. Well I tried to reach out over customer service. It is impossible to get someone on the phone to help. They put you on a phone loop where you get messages like " We cancelled your service now" or they offer you a one time payment of $9 to help. I try since about a week now to contact that company with no success. All I want is to activate a sim card which I purchased. There is just no way to get in contact with somebody who can help you. I am deeply concerned about that something like that is allowed. Well I will now cancel my other four active phones with Freedom Pop and swallow one time the loss. It seems to be well worth. I need to sleep again. Hopefully I can find another cheap service. Be careful, the new service from Freedom Pop is Unrealmobile. It is truly unreal how terrible their customer service is.
They offer a "Free" Trial and a "Free" phone service. What they don't tell you is that it costs $20 to cancel that free trial and downgrade to the "Free" service. And then even on the free service they will charge you for things that "are not phone service", like fees and taxes.
This company is a total scam. I got my sim cards yesterday and they have already managed to charge me $70 just for canceling my free trial. There just add random charges everywhere they can and they DO NOT TELL YOU! NO EXPLANATIONS FOR THE CHARGES! I have cancelled all the reported all the charges on my credit card from this criminal company.
Account had been cancelled without any notice. Customer Service refused to offer port-out information, I want to get my number back!
I was charged for an add-on or ghost charge that I didn't consent or agreed to by FREEDOM POP
Hello, I was charged for an add-on or ghost charged that the internet data, call services provider called FREEDOM POP went ahead an added a 4.99 USD charge that I didn't agreed or give my consent to be charged 4.99 USD onto the form of payment that I added upon signing up for their 15 day trial that consisted of 2GB data, unlimited calling, texting for 15 days and after if you decided to stay get billed monthly at their normal rates for that month to month plan for the 2GB data. It had cancel anytime before the 15 days are up and end commitment of continuing their services for the normal pricing on that plan that consisted of 2GB for 30 days. The sign up was originally for .01 cents USD to have them shipped the penny SIM card to have the trial started. Which I only agreed to try upon sign up for the 15 days and no other charges or ghost add on charges that I didn't give consent to be charged at anytime... The charge was minutes after signing up like 6 minutes I seen that the FREEDOM POP had charged 4.99 USD which I still hadn't received the SIM card it was processing to be shipped. On the day I signed up was January 31, 2019 at 6:53 PM local time which is California time. Note that I didn't receive any physical item besides the SIM card to use their digital services which were a 15 day trial of mobile data and calling at which no point did I use any of the unlimited calling minutes or texting that were included at no extra charge. The trial had 2GB of data usage that I didn't use up.. I cancelled my trial with them on February 11th , 2019 which is still in the proper 15 day trial period.
To reach a customer support live agent over the phone they charge a per hour fee to speak to someone, no legal business does that but Freedom pop does. No matter for what issue you are calling in for you will first have to pay in advance to speak to someone from billing, technical or any other reason you might call upon. It's impossible to reach someone. I contacted them by submit a ticket... On their website
Here are the details on their customer support number
Alternatively, you can access a LIVE agent for an additional fee at ***. Try it and see for yourselves... It will go into an automated system that requires you to input your account phone number that was assigned upon the trail service to hide the fact that it will ask you to agree to ve charge after you input your account number to speak to someone. Or else the system ends the call.
My account details at sign up are as follow:Thanks for signing up to FreedomPop! Your ORDER ID is ***.
Your Purchase Details
Due Today: $0.01 (includes taxes & fees, if applicable)
Initial Service Cost: $0.00
Plan: Premium 2GB LTE Unlimited ($29.99) *after 14 days
Device: LTE SIM Kit - 3-in-1 - Voice/Data Bundle ($0.00)
Shipping Option: Super Saver ($0.00)
Additional Services: FreedomPop Phone Premier ($9.99) *after 14 days
Assigned number was ***
Can you help? A business shouldn't be allowed to operate and deceive their customers who pay their bills. It's like a legal cartel that they make the rules to charge whenever they want to and to whomever they want after they sign up.
Thank you have a nice day
I am requesting to be refunded the amount of 4.99 USD which I was charged minutes after signing up for their penny SIM that included a 15 trial to their data ,calling, txting services. Thank you.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer was charged $4.99 on 1/31/19 due to selecting a new phone number. However, the customer was issued a courtesy refund on 2/22/19 as the account was canceled on 2/13/19.
There is no further action needed on this complaint as the account associated with ***@msn.com remains canceled and the refund of $4.99 has been previously honored.
I have tried to cancel my account several times and I keep getting an error so I cannot cancel. THey started charging me monthly fees with out tellin
I have tried to cancel my account several times and I keep getting an error so I cannot cancel. THey started charging me monthly fees with out telling me.
refund my account for the past 12 erroneous charged and cancel my account
We're sorry to learn of the customer's unsatisfactory experience regarding a cancellation of their account. Our records indicate there is no active account associated with ***@hotmail.com. We've attempted to locate an active account associated with the customer's complaint credentials to no avail. Therefore, we were unable to successfully investigate this case.
However, to prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
The customer may reply here with the email associated with their account which has incurred charges so we may properly investigate.
2 years ago a Sim Card For Free (2YEARS AGO) and I never signed up for any other services. I then get a $32.98 Charge on my account.
2 years ago a Sim Card For Free (2YEARS AGOv2017) and I never signed up for any other services. I then get a $32.98 (2019)Charge on my account. I know this is not much but if I do not receive a refund I will not only contact my Bank to escalate this but I will also contact and seek out legal council regarding this. I have tried to contact a live operator numerously but it seems like this company practices devious ways to steal from people
Refund and Remove me from any business since the Website will not allow me to cancel anything
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 3/22/17, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Due to the customer neither downgrading nor canceling their account prior to the conclusion of their trial period, the plans and services became paid subscriptions.
However, upon account review, we have confirmed an outstanding payment in the amount of $32.98. We were unable to successfully capture the original payment on 4/25/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.freedompop.com/service_plan_terms.htm
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Although the charges are considered valid on our end as services were rendered and the customer failed to downgrade or cancel their account, a courtesy refund in the amount of $32.98 was issued on 2/22/19 and the account was canceled due to an attempted dispute.
We can confirm the account associated with ***@gmail.com remains canceled.
There is no further action needed on this complaint.
I haven't been a customer with this company for over 5 years, and I've just received a 27.72 charge to my bank account from them today.
I was once a customer with Freedom Pop, over 5 years ago. I left them due to constant billing mistakes and double charging. Like I said, it's been over five years and today I just randomly got hit with a billing statement from Freedom Pop onto my bank account out of absolutely no where, with no emails, phone calls or any confirmations whatsoever.
This company practices very ill habits, and is the reason I left. No one on the face of this earth should be billed by a company 5 years after the fact they've closed their account down completely.
I want my money back, and all information regarding to my person removed from their databases so this does not ever occur again. Absolutely unacceptable.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to successfully locate an account using the customer's credentials associated with the complaint.
We ask the customer to provide the email previously associated with the account along with the first four and last four digits of the CC which incurred the charge so we may investigate properly.
We look forward to the customer's response so we may investigate.
We have cancelled our internet service through Freedompop two times and are still being charged every month. I called again a few days ago and was told that the service had not been cancelled and that there was nothing that could be done about the monthly charges unless we cancelled the service! So I cancelled it again and explained that we had cancelled twice before and were still being charged. She said they had no records of cancellation. However, the service was cancelled back in June, and we have continued to incur a charge of almost $50 a month. Surely records show that we have not been using the Freedompop service from June on.
Product_Or_Service: Internet service
Account_Number: monthly
Other (requires explanation) We want a refund of charges from now back through June 2018, months for which we should've never been charged.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer reached out on 6/15/18 via incident #XXXXXX-XXXXXX requesting a cancellation of their account associated with ***. However, to prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
Therefore, the customer was provided with instructions on how to successfully cancel their accounts. As the customer failed to downgrade and/or cancel their account, the charges are considered valid. Unfortunately, the refunds they are requesting will not be honored.
Regarding an RMA for their device, it was upon this incident that the customer was also denied a return RMA as they were well beyond the money-back policy. Our records indicate the customer ordered a Franklin Wireless R850 ***) on 12/13/17 which exceeds are return window. We apologize for the inconvenience.
As for the customer's sub-accounts which are associated with the second and third Franklin Wireless R850, our records show the customer was provided with a return RMA for each device on 12/20/17. As the customer failed to return the devices in a timely manner, they are now outside of our return window.
We can confirm all accounts associated with *** have now been canceled and should no longer incur any charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem with this response is exactly what we have been dealing with from the beginning. Freedompop refuses to take any responsibility and continues to put responsibility and blame on the customer. Beginning with the second issue, if we had received RMAs for the other devices, we would have returned them, which is what we wanted to do. We never even ordered the other devices. It was the mistake of Freedompop that they were sent to us in the first place; it was the fault of Freedompop that we were charged for them and had to deal both with trying to return them and trying to get Freedompop to refund the money they wrongly charged us for them. We never authorized Freedompop to charge us for those devices. Regarding the other issue, the account WAS cancelled using the online cancellation process, but we kept being charged, and no one at Freedompop was ever helpful in dealing with this problem. If the online process didn't work properly, that is Freedompop's responsibilty, not ours. We followed their instructions. Moreover, we contacted the company, to no avail. Funny that since Revdex.com is now involved, Freedompop can now confirm that our account is cancelled and we are not being charged. This should have happened months ago. That our account has continued to be open and charges have continued to accrue is the fault of Freedompop. That we still have the other devices that Freedompop erroneously sent to us is the fault of Freedompop. Freedompop illegally charged us for the extra devices and has continued to charge us for services without our consent long after we contacted the company to cancel our account and followed their instructions for doing so. This company is mind-numbingly difficult to deal with. Even now we are simply going in circles. We don't have the power to cancel our account and stop Freedompop from charging us, Freedompop does; nor have we had the authority to deal with receiving and being charged for extra devices we never ordered (and Freedompop should have never made it our responsibility to deal with their mistake of erroneously sending us the extra devices in the first place), Freedompop does. Once Freedompop gets its hand in your wallet, it is unreasonably difficult to find a way to get it out.
have now been processed and should reflect on the customer's end. We thank the customer for their patience throughout the process.
We can confirm no further charges have been incurred with either order other than the sign up orders which have now been reversed.
As the refunds have been honored, we will consider this case resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
This response again ignores the fact that the account was cancelled back on June 2018, in accordance with Freedom pop instructions, and that we were still charged monthly till January 2019, after many calls to freedom pop and a report filed with Revdex.com. The account was not used from June 2018 on b/c it was cancelled online. Since charges kept accruing, I contacted Freedom pop and complained, several times. I was told on several occasions that the account had not been cancelled that I needed to go online and follow the instructions to cancel it and billing would be stopped. I informed the operators that I had done that and, just short of calling me a liar, was told there was nothing they could do, that I needed to go to the webpage and take care of cancelling the account myself. So I did this again but billing continued! Till I filed a Revdex.com report. Freedom pop needs to take responsibility here and in good faith say that a mistake was made on their end and a refund will be issued for the months I was charged for a cancelled and unused account.
That is the only response I will find acceptable.
I had service with this company two years ago.. it was a .99 cent service.. in 2017.. on February 15th 2019, they took $89.94 out of my account.. when I tried to contact them, it was near impossible.. the representative told me 'not to stress out? and hung up in my face. I was finally able to talk to someone via twitter, and they told me that in two years time, they were unable to to get a payment.. mind you, there is money on the card every month, as it is a child support card.. and that they were unable to refund my money. They said I didn't cancel my service until the 17th of February.
Product_Or_Service: Cell service
Other (requires explanation) I would like my money refunded into my account.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 7/29/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $89.94. We were unable to successfully capture the original payment on 9/2/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
We can confirm the account has now been canceled and should no longer incur any charges. Unfortunately, the charges are considered valid due to the account not being canceled.
Freedompop sole money February Saterday 16th at 4:45am. I was asleep when they stole without my authorization 192.00! I contacted PayPal, and reported the theft. I never heard of freedompop! They stole my money, and they need to be shut down!!!
Product_Or_Service: N/A
Other (requires explanation) I want the money that freedompop sole 98.00+98.00. I don't know who in the *** these people think they are! I will drag their *** company all over the net how worthless these *** are!
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges. Our records indicate the customer has multiple device accounts associated with ***@gmail.com.
Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 12/10/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Our records also indicate the customer ordered a second LTE SIM Kit (Order #***) on 12/10/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. As previously stated, these trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal.
As the customer failed to either downgrade or cancel botch accounts, they validly incurred renewal charges which are considered valid on our end. However, each renewal in the amount of 98.88 was unsuccessfully captured on 1/12/18.
As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Unfortunately, as services were rendered, the charges are considered valid and non-refundable.
The customer can manage their subscriptions by following the instructions on the links below:
Cancel Account - https://support.freedompop.com/app/answers/detail/a_id/2634/kw/cancel
Downgrade Plan - https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Add/Remove Services - https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade
(The consumer indicated he/she DID NOT accept the response from the business.)
s they are dirty low down demons.
This company stole money!! I never did business with these people ever in life! I want 169.00.
These people are theives. PayPal called and told me freedompop mo longer fam sell with PayPal. So freedompop are theives without a business account which they hacked into my account and stole money they had no business making a purchase twice atb4am in the morning when I was sleep!!!! I called PayPal and they know freedom Pop can
no longer do business with PayPal. Freedompop are hackers and I will get them to give me my money. Sorry b
As previously offered, we've canceled the accounts associated with ***@gmail.com and will no longer any charges.
If the customer feels the accounts were created as a result of their personal information being compromised, we recommend the customer contacts the proper authorities to report stolen information to open a formal case to investigate.
There is nothing more to be done on our end as we've canceled the accounts associated with ***@gmail.com in order to prevent further charges and usage.
(The consumer indicated he/she DID NOT accept the response from the business.)
I will sue freedompop. Just get ready.