NEVER GIVE FREEDOMPOP YOUR BANKING OR CREDIT CARD INFO!!!!I had FreedomPop for over a year with no trouble on a second line I used and really enjoyed their service. When I upgraded to their premium service plan as my primary phone was not working well and the FreedomPop one was, all the trouble began. I knew within the first day that I'd be unhappy with the upgrade. This was over the weekend, so I tried to downgrade a day or two later. I didn't mind losing out on that month as I felt it was a lesson learned, but they wouldn't downgrade or cancel my service. Evidently the service didn't downgrade. Additionally, I was not getting the data promised and was being charged a top up long before using the data cap. I contacted them and asked that they credit me back the money and either downgrade me to the free plan or cancel my service. They did credit me a partial credit, but continued to charge me at the premium rate. I again asked to be cancelled and even cancelled my banking card that was tied to their service. I thought it was all over as this was summer of 2018. We'll come October of 2018, I saw a charge of nearly $100 on my other banking card. Evidently thet had found it after several months from when I purchased a .99 cent sim card and decided to change me a few months of backdated service. Yes, thar very same service that I'd tried to cancel. I was never under contract and any charges after June of 2018 were not and are not authorized by me. I've issued a dispute of the charges with my credit card provider. Moral of the story, NEVER TRUST FREEDOMPOP with your CREDIT CARD!!!! If you must use the service, but their sim and prepaid cards with cash at Target or other provider. Once they have your banking or credit card information, they will run you through the cleaners!
Product_Or_Service: Prepaid cellular service on BYOD
Desired Outcome
Other (requires explanation)
I would like the unauthorized charges to my credit card to go away and as I told them in summer of 2018, I don't want the services.
FreedomPop Response
• Feb 27, 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 2/27/18, 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.
Upon account review, we have confirmed an outstanding payment in the amount of $98.88. We were unable to successfully capture the original payment on 4/1/18. 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:
***
"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)."
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.
Our records do not indicate a request nor an attempt to downgrade or cancel the account associated with ***. Therefore, the account remained active and subscribed to the plans which incurred a renewal charge of $98.88. However, the account has now been canceled due to a dispute with the customer's financial institution which is in violation of our agreement. Per our TOS, if a dispute is filed for a charge we deem valid, we reserve the right to suspend access to the affected services. The following is taken directly from our TOS:
***
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Please note: as the account was subscribed to a semi-annual plan, downgrading the plan after a renewal date would not have any effect until after the billing cycle of 6-months. Therefore, the refund would be denied as the account would reap the benefits of a semi-annual plan.
Our customers can manage their subscriptions by following the instructions on the links below:
***
There is no further action needed on this complaint as the customer has filed a dispute and must now seek a resolution with their financial institution.
Customer Response
• Mar 01, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made several attempts to cancel there service. Additionally, I was never on a yearly pln, but rather a monthly plan. Does not surprise me that they are either confused about what people have or flat out midlmislead. I did in fact dispute the charges as I'd made multiple efforts to resolve this with FreedomPop without making progress. I will tell the world far and wide to avoid straight talk and their disreputable business practices.
Refund my money and quit scammimg! I was happy with the service a long time until I upgraded. I was unhappy with the services and tried to downgrade. Was continually charged and told them to cancel my service. Then I thought I was free of freedomFre until I got a monster mystrem bill. That is wrong budibusi practice and I'll be following up with the FTC and State's Attorney Generals office.
FreedomPop Response
• Mar 27, 2019
We've provided a copy of the customer's order details associated with Order #XXXXXXXX which indicate the plans are for a semi-annual account.
Should the customer be referring to an alternate account, they may provide the account information here so we may investigate.
Customer Response
• Mar 23, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emails verifying my account of things. I cancelled services in June of 2018. I never had the bi-annual plan, but rather a monthly plan. The company has had serious mix-ups and quit replying which is what forced me to go to my bank. I'll be consulting my attorney as well as the attorney general and the federal trade commission.
Need refund for services never used
I ordered the 1 cent sim card and was downgrading it 2 days after I ordered it, before even getting the card. They only give you 14 days before you get charged for the full plan, from the time they ship it, not from the time you get it. The downgrade windows have popups saying 'try data rollover' etc and I clicked it inadvertently. I was charged $3.99 and cancelled it because I didn't know there was a charge. I asked for a refund from one of their email CSRs(***) but he refuses to give me a refund even though I have not used the card yet. It's been a week and there is no other way to contact them; support online needs a payment before they talk to you.
Desired Outcome
I simply want my $3.99 charge to be refunded to my credit card. It was very deceiving how the fee was set up.
FreedomPop Response
• Feb 25, 2019
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity in providing some clarity on why the refund was denied. Per our TOS, all payments made to FreedomPop are final and non-refundable. The following is taken directly from our FreedomPop Payment Terms section within our TOS:
https://www.***
"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."
However, as the customer canceled their account associated with ***@gmail.com on 2/21/19, we've issued a refund in the amount of $3.99. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account remains canceled and the refund has been honored.
Over the course of 10 months, Freedompop has been charging my account for service on an inactive sim card. Approximately $188.48 has been charged over the course of that time period.
Product_Or_Service: Phone Plan/Service
Desired Outcome
Other (requires explanation)
I would like a refund of $188.48 for the 10 months my sim card was without an active number on it.
FreedomPop Response
• Feb 21, 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 associated with each account under ***.
As the customer has two device-accounts associated with ***. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account associated with LTE SIM (*** is currently subscribed to Premium 500MB LTE Unlimited which was never downgraded and so in turn has caused the account to incur renewal charges.
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.
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 charges are considered valid as the customer did not downgrade their account. However, as a courtesy, we've refunded the latest renewal charge in the amount of $23.66. We ask the customer to please allow 3-5 business days for the refund to process.
Please note: the customer will continue to incur renewal charges should they not downgrade or cancel their account.
This business needs their license removed ..... it is a scam, their product is substandard, customer service is nowhere to be found
Their phones are junk(unusable outside their network... They won't unlock) Can't call/email them for support. They should be rated ( H ) for Horrible They want you to pay for any real support. I have tried their phones, hotspot and sim (oh and $5.00 support VIP service) I can say that I have tried their service inside out and all of their products, NONE are any good JUNK SUCKS you stole my money but KARMA will find you, you can't hide for ong .... Stay away from this company!!!
Desired Outcome
REFUND .... A WARNING to the public
FreedomPop Response
• Feb 22, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Franklin Wireless R850 (Order ***) on 6/3/17, which includes a free trial of our Unlimited 2GB 4G LTE and FreedomPop 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.
The customer downgraded their Unlimited 2GB 4G LTE plan for which they were not charged on this device thereafter. The customer left FreedomPop Premier service active which resulted in continued renewals of the service until it was deactivated on 11/30/17 and so they were no longer charged for this VAS. The customer was also issued a courtesy refund in the amount of $13.98.
There are no further charges to refund.
Upon further investigation, we've noticed the account has entered a state of dormancy due to inactivity. The customer may resume the account by simply logging into their account online. The following is taken directly from our TOS:
https://www.***
"Your account may enter into dormant status if there has been no device usage within the last 60 days. Your FreedomPop service will not be fully operational until you resume back to active status. You can exit dormant status though the FreedomPop Messaging App, by logging into your online account, or contacting Support."
Regarding support, live agent support over the phone does require a paid subscription of Premium VIP support, but we do offer 100% free support via social media at *** and ***.com.
Should the customer have a question regarding another account, they may provide it here so we may investigate accordingly.
I was charged for services that I have not received and this company refuses to remedy it.
I purchased a sim card in 2016 that was never activated because I wasn't sure how to go about it or if I really wanted to have a cell phone with service from this company. After more than 2 years I am suddenly billed 27.98 for 3 months. The bills were charged on my parent's charge card so I didn't know about it until the end of January. I contacted the company and was told that there was nothing they could do and that my "introductory offer" had expired. An almost 3 year introductory offer of no payments is not realistic. I have screen shots of every page of my account site that shows no usage ever and the bills that were charged out of the blue.
Desired Outcome
I just want them to return the money to my parent's credit card. That is all.
FreedomPop Response
• Feb 19, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Global SIM Kit (Order #XXXXXXXX) on 10/10/16, which includes a free trial of our Global 1GB 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.
Upon account review, we have confirmed an outstanding payment in the amount of $27.98. We were unable to successfully capture the original payment on 11/13/16. 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:
***
"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)."
Regarding the customer's account not being activated, in the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
As the account was never downgraded nor canceled prior to the renewal date, the charges are considered valid and non-refundable. However, as a one-time courtesy, we've refunded the latest charge in the amount of $27.98. We ask the customer to allow 3-5 business days for the refund to process. Unfortunately, there will be no further refunds honored as they are considered valid on our end.
We can confirm the account has now been canceled and should no longer incur any charges.
There is no further action needed on this complaint as the account has been canceled and a courtesy refund being honored.
Customer Response
• Feb 26, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
We were only refunded 27.98. We were still charged 55.96 for services that were never activated or used. I would appreciate a full refund.
FreedomPop Response
• Mar 28, 2019
We're sorry to hear the customer is not satisfied with our stance on the complaint. However,as previously mentioned, subscriptions begin once a device has shipped. Therefore, the device/subscription/account arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival. This information is disclosed in the customer's confirmation email.
Unfortunately, our stance does not change and no further refunds will be honored.
Customer Response
• Mar 07, 2019
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the response given very unsatisfactory. I believe this is fraud. I want an explanation on how to downgrade a service that was never actactivated. That is absolute nonsense. This is not the first time they have done this and I am sure it won't be the last.
It's impossible to call anyone to cancel an order! I purchased the phone on 1/24/19. I decided to cancel 1/29/19 and tried finding a phone# to do so. Once I searched on the internet and found the phone# the recording said I had to sign up as VIP for about $5/mo in order to speak with a live person?! I refused, and decided to email them. Even THAT took several days and tries before someone finally answered and canceled. I then replied when I'd receive my refund? He asked for the IMEI number. I told him I hadn't even received the phone yet, and according to the tracking info on my account the phone hadn't even been shipped from the FreedomPop facility. He said I'd have to wait for it to ship and return the phone with the box unopened. That seemed bass-ackwards to me, but I waited. Now I have an unmarked box that I'm afraid to open unless I know it's from them. I've again tried contacting them via email and, just now, direct Twitter message to try to get confirmation that I have the correct box/USPS tracking# because I'm afraid as soon as I open this box they'll try to claim I used it!
I did not authorize payment and they are refusing to refund my money
I got charged 99.88 on 1/25 and 2/6 and 32.98 on 2/3 the service did not work at my location and I never received an email notifing me of payment being taken
Desired Outcome
I wouldl like the total amount refunded
FreedomPop Response
• Feb 21, 2019
We're sorry to learn of the customer's unsatisfactory experience with us regarding their unused accounts associated with ***. We understand the customer incurred renewal charges as they failed to downgrade or cancel each account. Although the customer states the devices were never used, in the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
Therefore, the charges are considered valid. However, the customer has received the desired refunds which were reversed on 2/8/19. We can also confirm the accounts associated with *** have been canceled and should no longer incur any charges.
There is no further action needed on this complaint as the customer's accounts have been canceled and the charges refunded.
FreedomPop has failed to release my phone number for porting to Google Fi within 24-48 hrs. This is still ongoing and I started the process on Dec 10.
I went to my "port out settings" page to find the information I needed to transfer my number to a new carrier on 12/10/18. I found that some of the fields were blank and then attempted to contact customer support. I discovered that was a "premium" service and so I resolved to use their free forum (I did not want to pay them for failing to do their job in the first place).
After some difficulty, I finally figured out how to post a question on their forum (as a software developer, I feel obligated to point out that they used a "Dark Pattern" to hide the "Ask a Question" button, which could be poor design or an attempt at hiding the option to encourage their customers to purchase their "premium" customer support).
My issue was eventually moved to a private thread and I received the following porting information (personal info removed for privacy):
"First, you need to attempt the port-out with the following info:
Account Number:
Pin:
Subscriber Name: FIRST LAST
Phone Number:
Zip Code:
If you get an error message indicating that the port-out did not go through you'll need to change the billing address to the following:
XXXXX W *** Suite *** XXXXX
Lastly, if it still doesn't work, change the business name and business address TO:
First Name: FreedomPOP_IQNT
Last Name: FreedomPOP_IQNT
Address: XXXXX W *** XXXXX"
By their own admission, any one of three variants of this information could be valid. And every attempt rejected due to improper information results in multiple days worth of delays. Also, the least FreedomPop should be able to do would be to provide the information they have on file that they use to determine whether a port request is valid.
I provided the information above to Google Fi and they made several port requests over the next few weeks to no avail. I checked my FreedomPop port settings page on January 4, 2019 and found that the status of my request was "REJECTED" due to an attempt on December 18, 2018 that had somehow "blocked" any future requests from going through. I contacted support via their forum and one week later, I found a message saying that a valid request for port out was made on January 11, 2019. But on January 18, 2019, my number was still not transferred and the status was marked as "PROCESSING".
Naturally I was bewildered why a 24-48hr process that had confirmation of a valid request had been unable to be completed within one week. FreedomPop told me that Google Fi should adjust their FOC Date to a Monday since FreedomPop did not operate on weekends (I don't know if this is a standard industry practice or not, so I cannot comment on it). Google Fi adjusted the date, but my number was still not transferred on January 28, 2019.
Throughout this whole process, Google Fi has attempted to call me multiple times in order to resolve this mess, but they have consistently been unable to reach me at my FreedomPop number (which is unsurprising as the impetus for all of this was when I discovered I was not receiving calls/texts or any record of missed calls and was also unable to make a crucial call with full bars & LTE coverage).
Throughout this whole endeavor, I've had to pay for phone service through two carriers and strongly believe that FreedomPop has been dragging their feet throughout the entire process and I'm sick of it.
Desired Outcome
I want my phone number to be transferred to Google Fi by the end of February.
I want FreedomPop to refund everything I've paid them since 12/10/18 so that they are not rewarded for dragging this out.
I want my online FreedomPop Account (and all the data associated with it) deleted *aftermy number has been transferred to Google Fi.
I would like for FreedomPop to ensure that *allaccounts have *properporting information on their "port out settings page" (https://my.freedompop.com/settings/port-out-info). They should provide the exact information they use to validate port requests to their customers. There should be no "Lastly, if it still doesn't work..." line anywhere on that page.
FreedomPop should not "block" future port requests from going through if they received a previous one with bad info (especially due to faulty information they provided).
FreedomPop's free support forums need an "Ask a Question" button displayed prominently on the forum's main page (https://forums.freedompop.com/us/categories/freedompop) whether or not the user is signed in (not buried in the middle/bottom of sub pages).
FreedomPop Response
• Mar 01, 2019
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's request for a port out on 12/18/18 was invalid due to using PIN 1998 as opposed to the proper 1279 which should've been used. However, phone number XXXXXXXXXXX appears to have a valid request for a port-out since 1/11/19. We recommend the customer reach out to their gaining carrier and inquire about their port-in as contrary to the customer's belief, we are not blocking an attempt to port their number.
The customer's port out info should be as follows:
Account Number: XXXXXXXXXXX
Pin: 1279
Subscriber Name: ***
Phone Number: XXXXXXXXXXX
Zip Code: XXXXX
As a courtesy, we've refunded the last three renewal charges which are in the amounts of $7.80, $4.64, and $3.32. We ask the customer to allow 3-5 business days for the refunds to process.
The customer may reply here should they have any further inquiries or concerns.
Charged 20.00 and can't get money back
I was on line tryed to order their free phone service. Some how I was u graded to a 98 service when I tried canceling I got downgraded to a service 20.00 and was charged for that and I tried contacting the for a refund but the refuse to refund
any money
Desired Outcome
refund my money and stop scamming people.
FreedomPop Response
• Feb 14, 2019
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.
Our records indicate the customer canceled their account on 2/1/19 and were issued a refund in the mount of $20.00 on 2/5/19.
We can confirm the account is canceled and should no longer incur any charges.
There is no further action needed on this complaint.
I cancelled service on my phone and internet months ago. Freedompop is still randomly debiting $80 a month out of my account. I have not been able to reach a live person to settle this matter. They have received hundreds of dollars for a service I no ***.
Desired Outcome
Other (requires explanation)
I would like a refund for the past 8 months as well as them stop charging my account.
FreedomPop Response
• Feb 14, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. The customer has two device-accounts associated with ***@att.net. Each device-account has a separate subscription to allow for separate billing dates, plans, etc.
Our records indicate the customer ordered an LG Tribute LS660 White (Order #***) on 1/6/18, 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.
Our records also indicate the customer ordered a Netgear Fuse (Order #***) on 1/6/18, which includes a free trial of our Premium 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. As previously stated, 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 further investigation, there are no records indicating an attempt to downgrade nor cancel the account. Unfortunately, as the customer failed to downgrade or cancel prior to their trial coming the an end, the charges are considered valid and non-refundable.
However, as the customer did reach support on 1/31/19 requesting a cancellation and charges refunded, the accounts were then canceled along with being issued two courtesy refunds for the latest renewal associated with each account. Each refund was in the amount of $39.98 for a total $79.96.
We can confirm the customer's accounts are canceled and should no longer incur any future charges. Unfortunately, there will be no further refunds granted for either account. We apologize for the inconvenience this causes on the customer's end.
There is no further action needed on this complaint.
This complaint is primarily because they have not released my phone from their network. It qualifies, they agreed, but I have been waiting almost 10x the amount of time they said it would take. Plus I requested it twice.
They're also incredibly scammy- they told me that I would have to pay money if I wanted to go to a free account. And this is after I prepaid for a year, then they billed me for going over, but I was on the unlimited plan & had top-ups disabled.
So I have no phone.
Desired Outcome
Finish the job
Release the phone. Please. Shut this place down!!!
FreedomPop Response
• Feb 14, 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. Our records indicate the customer was subscribed to our Annual GB plan which would give them an allowance of 1GB per month. The customer exceeded this data allotment by 51 MB during their billing cycle of Feb 28, 2018 to Mar 28, 2018. Therefore, they incurred a top-up fee which was added as account credit.
The customer did disable top-ups, but this was done on 2/27/18. However, the top up charge was incurred on 2/24/18 which is the date they exceeded their data allowance.
Regarding the release of their device, our records indicate the device associated with MEID *** was released on 2/7/19 and should now be able to activate their device with an MVNO carrier. We ask the customer to keep in mind their device is not eligible for a GSM carrier.
We can confirm the account associated with ***@yahoo.com remains canceled and should no longer incur any charges.
There is no further action needed on this complaint as the customer's device has been released and the account canceled.
substandard customer service, arbitrary and unauthorized charges and billing, retaliation for complaint or dispute with credit card.
I have specific complaint that this company without prior authorization charge my account this year they have at 3 occasion charged my account $20 and several times 5.99. if you call them they charge 5.99 and if you data expires they charge $20. I have raised the issue with them and they are not responsive. I have told them they need to get email authorization for charging customers or just suspend their data temporarily. I have three hot spot devices from them that I have paid for but if I dispute with my card they cancel service and charge me to reactivate it. please ask them to refund me and establish policy to get written authorization before each charge. also have free email and phone customer service or just close business. Us is not place for this type of opportunistic services.
Desired Outcome
Refund of at least $100 and continued service with no charge without prior email authorization. have continuous customer service.
FreedomPop Response
• Feb 21, 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 associated with ***.
Regarding the $20 incurred upon reaching their data allowance, we disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
Per our TOS, should a customer dispute a charge with their financial institution, we reserve the right to suspend their account. The following is taken directly from our TOS which a customer must agree to in order to proceed with a subscription:
https://www.freedompop.com/service_plan_terms.htm
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Should a customer no longer wish to continue with services for any reason, we offer the ability to cancel at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Upon further investigation, we noticed the customer subscribed to FreedomPop Premium VIP Service on 9/18/18 in order to speak to a representative. Live agent support over the phone does require a paid subscription of Premium VIP support which is why there was a recurring charge in the amount $5.99 associated with their account. This service was canceled on 11/14/18 for which the customer has no longer incurred any charges.
Per our TOS, we've deemed all charges valid and no refunds will be issued. We apologize for any inconvenience this *** cause on the customer's end.
Customer Response
• Mar 12, 2019
The business explanation is the same as my explanation . I asked that these arbitrary and unfair charging method shall be unauthorized. Auto topping shall be at discretion of the customer not the business.business shall not suspend account due to complaint, it is retaliation and a threatening method to prevent complaint.
Actually they have suspended my paid subscription without any credit given after my complaint. they deactivated 3 my hot spot after my complaint. I like Revdex.com come up with a resolution on that.
FreedomPop Response
• Mar 20, 2019
We're sorry to learn the customer is not satisfied with our stance on the complaint. Unfortunately, all our terms are disclosed prior to sign up and are agreed to when placing an order. Should a user no longer agree with our TOS, we offer the ability to cancel at any time.
As previously reiterated from our TOS, "If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Due to the charges being valid and non-refundable, the customer's account was canceled as they filed a dispute with their financial institution.
There will be no further action taken on this complaint as the customer has violated our agreement.
Account (4 lines) canceled without warning, no option to port out phone numbers.
On December 17, 2018, I bought a phone from Freedompop with 3-day priority shipping (order #XXXXXXXXX). Five days later on 12/21, the phone had not even shipped yet, and I was leaving the address I had it shipped to. Freedompop's support website stated that an order could be canceled prior to shipment.
I filed ticket #XXXXXX-XXXXXX, but was told the order could not be canceled and I could just refuse the package. I filed another ticket #XXXXXX-XXXXXX, explaining I would not be there to refuse it. My problem was ignored and I was told that my problem "had been successfully handled". I filed a third ticket #XXXXXX-XXXXXX, asking again and threatening to call my credit card company. After that didn't work, I filed a chargeback with my credit card company. A few hours later, Freedompop refunded me the money.
On 1/9/2019, my account with Freedompop, including 4 unrelated lines of service (2 LTE, 2 Global Sim) was canceled without any prior warning, I simply received emails saying they were canceled.
I tried to investigate, but learned that their support number and their ticketing system would not allow me to get support, because I did not have an active account. I finally had to call their sales number, and after going in circles with the rep who would transfer me to the support number I could not use, I finally got escalated, and found out several days later they had canceled my account due to a chargeback.
At the time, their terms of service said they could cancel an account for a chargeback if the customer did not first contact customer service. This seems to have been changed a few days later to say that all accounts with a chargeback would be canceled. Looking at the website on archive.org shows that their terms have been changed frequently over the last year.
After many many calls to the sales number, and explaining the background of my situation, I was finally told on 1/17 that my accounts would be restored. Yet, this did not happen. When I called on 1/21, I was told that my accounts would NOT be restored, that I had been blacklisted, and that their system did not provide any way to restore a canceled account. I was told that I was warned via email on 12/21 that filing a chargeback would result in canceling my account. This is demonstrably false. I was told that I could not keep my phone numbers. I was told that I would not be refunded for charges related to my other lines.
According to the FCC, phone providers are not allowed to cancel service without warning, or prevent you from keeping your number. They must provide at least 31 days of warning. I received zero, and no explanation of why my service was canceled, and was not able to keep my numbers
https://www.***
I would just like to have my other lines restored, or at least the ability to port out my phone numbers to another service. Unfortunately, Freedompop has offered me zero options to make this happen.
Desired Outcome
I would like my four unrelated lines back, including the phone numbers I had prior to the problems. Or at least the option to port my phone numbers to another phone company.
FreedomPop Response
• Mar 20, 2019
We're sorry to learn of the customer's unsatisfactory experience with us. Our records do indicate the customer reached out requesting a cancellation of their order. However, as the request was not honored in a timely manner, the customer disputed the charge.
As the customer properly reached out and requested a cancellation of the order, they were provided with instructions on how to successfully activate their devices on a new account.
We apologize for the inconvenience this has surely caused on the customer's end and appreciate their patience and understanding throughout this process.
Freedom has placed several unauthorized and bogus charges on my credit card and has not provided the amounts of data nor the time periods to use them.
Purchased a SIM card on AT&T network which came with one month free 1GB and premier roll over service. Wanted to downgrade from 1GB but they said no stick with 1GB and we will double it for free for 3 months. Then attempted to drop premier rollover and they said no please we will give you free basic rollover. Instead they charged me 3.99 argued that and they straighten that out only to take away all my data and charge me a week early all while only delivering 1GB for the next month. Contacted them 3 weeks ago and they have done nothing. Have screen shots and transaction numbers. Am now dumping them.
Desired Outcome
They should restore the approximately 4GB total they have managed to deny me access to and stop their deceptive and fraudulent billing practices against all their customers.
FreedomPop Response
• Feb 11, 2019
We're sorry to learn of the customer's unsatisfactory experience with us. However, upon investigating their account, we've noticed the account was canceled due to the customer making an attempt to dispute a charge with their financial institution. Unfortunately, this is a violation of our agreement and so the customer's account has been canceled and is not eligible for reactivation.
The following is taken directly from our TOS:
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
https://www.***
However, as the customer states they attempted to downgrade and were offered an additional month's services to no avail, we have issued another refund in the amount of $12.99 and another in the amount of $3.99. We ask the customer to please allow 3-5 business days for the refunds to process.
Unfortunately, there is no further action which will be take as the customer has violated our agreement.
Being billed for inactive services. Will not take phone calls from inactive services also.
***@gmail.com PayPal account being like crazy last four months by freedom Pop.
Desired Outcome
Refund all bills and cancel all accounts. Remove all personal information about me and my accounts.
FreedomPop Response
• Feb 11, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a ZTE Force (Order #***) on 2/10/15, which includes a free trial of our Unlimited 1GB 4G LTE and Unlimited Talk and Text. 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.
The order also included Phone Protection Plus ($4.99) which was never deactivated. Hence, the customer continued to incur a $4.99 charge on every billing cycle. 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.
However, as the customer has canceled their account on 2/6/19, there will no longer be any charges incurred under the account associated with ***@gmail.com.
Per customer request, we have also canceled a sub-account associated with ***@gmail.com. This account was attached to a Freedom Spot - Photon Platinum.
As the customer's accounts have been canceled and the charges considered valid, there is no further action needed on this complaint.
Freedom Pop has falsely advertised for free cell services. Even though I cancelled the sim immediately, I was charged monthly for nonexistent service
On August 10, 2018 I purchased one sim card from FreedomPop.com. Upon checkout, it asked me to try their "premium" service for free for a month and I added it in the cart. On Aug. 14, 2018 both sim cards arrived. Upon activation I realize that the "premium" service sim card will be a hassle and cancelled online on Sept. 9, 2018. Promptly I received cancellation confirmation email and thought I'm done with it. Only over the past weekend when I looked into my credit card statements did I realize that FreedomPop has charged me for this non-existent premium service monthly, and for a different amount each month! I wrote customer support to explain the situation, that no such service was ever rendered, and the sim card was cancelled immediately, but was refused for a refund. FreedomPop removed the "premium" sim card from my account after my cancellation, but never said a word until today that I NEED to cancel the service separately. How can one have this service when the associated phone number is gone? This is obviously false advertisement and entrapment of FreedomPop. It's unfortunate the company makes money in this kind of unethical way.
Desired Outcome
I would ask FreedomPop to refund me the stealthy and unethical charge of $57.57 since Sept 14, 2018.
FreedomPop Response
• Feb 11, 2019
The customer has two device-accounts associated with ***@gmail.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account XXXXXXXXXXX was canceled on 9/9/18 and did not incur any charges thereafter. However, the customer still had account XXXXXXXXXXX active which continued to incur renewal fees accordingly.
The customer was honored courtesy refunds on 1/27/19. The customer's account has now been downgraded and should no longer incur any charges. However, the account still remains active. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
There is no further action required as the customer's requests for refunds have been honored along with being provided with instructions on how to cancel their account.
Customer Response
• Feb 17, 2019
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedom pop deleted my account after I complained about the recurring charges and took my $20 in credit
I purchased a hotspot from FreedomPop on 11/23 and freedom pop began charging me recurring charges of $9.99 for a higher level plan than I wanted. They charged me 3 of these recurring charges and they also charged me a one time charge of $20. The $20 goes to future credits in case I go over my allotted data. The $20 credit never applied to my account until I called on 1/11. I requested that they return the 2 recurring charges since I already declined the higher level plan online around 12/5. I explained that I already cancelled the higher level service prior to the two charges and I have not used more than 5MB of data the entire time I had the hotspot. They declined so I asked my credit card company to dispute it. I received credit from my credit card company. They advertised that I can cancel at anytime and I will have 200MB per month for free forever. So today 1/19 I turned on my hotspot and I do not have a data plan on it. I logged into my freedom pop account and I do not even have a device on the account. So basically they are taking my $20 in credit as well as deleting my account.
Desired Outcome
I would like the $20 credit to be reinstated in my data plan and I will continue to use the free service without any recurring charges.
FreedomPop Response
• Jan 31, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #XXXXXXXXX) on 11/23/18, which includes a free trial of our Premium GSM 2GB and FreedomPop 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.
The customer downgraded their Premium GSM 2GB plan on 12/3/18, for which they were not charged on this device thereafter. The customer left FreedomPop Premier service active which has resulted in continued renewals of the service. Therefore, the continued charges in the amount of $9.99 are considered valid and non-refundable.
Upon downgrading their account, the customer incurred a $20 charge which was applied in account credit on 12/3/18. The customer's account credit expired on 1/4/19 as it had not been used. However, our customer's can simply log into their accounts at my.freedompop.com and reactivate account credit by selecting "Billing" > "Credit Balance" > "Activate Credit" which will be found towards the bottom of the page.
Reason for the $20 charge being incurred on 12/3/18 is 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.
Yes, our customers can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
However, as the customer filed a dispute with their financial institution, we have canceled their account as this is a violation of our agreement. In our TOS we explicitly state the following:
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
https://www.***
Unfortunately, the customer must now resolve the matter with their financial institution and their account is not eligible for reactivation due to the violation in our agreement.
I have a prepaid quarterly plan for unlimited talk and text with2 gigabytes of data monthly through a small online vendor call Freedom Pop that runs mainly on Sprints network and more recently on ATT. My phone runs through ATT. I paid $41.97 in early December for 3 months service. My bank account was inexplicably charged $98.88. There is no information through Billing, Usage, Plan, etc. when I research why this happened.
Product_Or_Service: LG /Fortune 2/Freedom Pop LTE Quarterly
Account_Number: XXX-XXX-XXXX
Desired Outcome
Other (requires explanation)
I would like the $98.88 returned to my card/account asap.
Wanted to cancel services. Called and can't get anyone to talk with. The phone keeps hanging up when I try to give information about my number.
Wanted to cancel services. Tried calling and they hang up on me. Can't get online.
Desired Outcome
Cancel services and refund money taken for top ups from my account.
FreedomPop Response
• Jan 31, 2019
We're sorry to learn the customer being unable to cancel the account on their end. However, we were able to log into the customer's account and locate the cancel option without any discrepancy.
The customer can cancel their account(s) at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Should the customer wish to remain with an active account and downgrade, they can manage their subscriptions by following the instructions on the links below:
Downgrade Plan - https://***
Add/Remove Services - https://***
Regarding the top up charges incurred, we disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
As the customer's Netgear Unite has used 3.71GB, the account has incurred top up charges. This is due to exceeding their data allotment of 2.49GB (2GB Base Plan & 500MB Rollover) by 1.22GB. Therefore, there is currently a balance of $19.30 remaining which we will refund should the customer decide to cancel their account. However, this is non-refundable if they wish to continue with our services.
The customer may reply here should they cancel their account.
NEVER GIVE FREEDOMPOP YOUR BANKING OR CREDIT CARD INFO!!!!I had FreedomPop for over a year with no trouble on a second line I used and really enjoyed their service. When I upgraded to their premium service plan as my primary phone was not working well and the FreedomPop one was, all the trouble began. I knew within the first day that I'd be unhappy with the upgrade. This was over the weekend, so I tried to downgrade a day or two later. I didn't mind losing out on that month as I felt it was a lesson learned, but they wouldn't downgrade or cancel my service. Evidently the service didn't downgrade. Additionally, I was not getting the data promised and was being charged a top up long before using the data cap. I contacted them and asked that they credit me back the money and either downgrade me to the free plan or cancel my service. They did credit me a partial credit, but continued to charge me at the premium rate. I again asked to be cancelled and even cancelled my banking card that was tied to their service. I thought it was all over as this was summer of 2018. We'll come October of 2018, I saw a charge of nearly $100 on my other banking card. Evidently thet had found it after several months from when I purchased a .99 cent sim card and decided to change me a few months of backdated service. Yes, thar very same service that I'd tried to cancel. I was never under contract and any charges after June of 2018 were not and are not authorized by me. I've issued a dispute of the charges with my credit card provider. Moral of the story, NEVER TRUST FREEDOMPOP with your CREDIT CARD!!!! If you must use the service, but their sim and prepaid cards with cash at Target or other provider. Once they have your banking or credit card information, they will run you through the cleaners!
Product_Or_Service: Prepaid cellular service on BYOD
Other (requires explanation) I would like the unauthorized charges to my credit card to go away and as I told them in summer of 2018, I don't want the services.
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 2/27/18, 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.
Upon account review, we have confirmed an outstanding payment in the amount of $98.88. We were unable to successfully capture the original payment on 4/1/18. 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:
***
"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)."
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.
Our records do not indicate a request nor an attempt to downgrade or cancel the account associated with ***. Therefore, the account remained active and subscribed to the plans which incurred a renewal charge of $98.88. However, the account has now been canceled due to a dispute with the customer's financial institution which is in violation of our agreement. Per our TOS, if a dispute is filed for a charge we deem valid, we reserve the right to suspend access to the affected services. The following is taken directly from our TOS:
***
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Please note: as the account was subscribed to a semi-annual plan, downgrading the plan after a renewal date would not have any effect until after the billing cycle of 6-months. Therefore, the refund would be denied as the account would reap the benefits of a semi-annual plan.
Our customers can manage their subscriptions by following the instructions on the links below:
***
There is no further action needed on this complaint as the customer has filed a dispute and must now seek a resolution with their financial institution.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made several attempts to cancel there service. Additionally, I was never on a yearly pln, but rather a monthly plan. Does not surprise me that they are either confused about what people have or flat out midlmislead. I did in fact dispute the charges as I'd made multiple efforts to resolve this with FreedomPop without making progress. I will tell the world far and wide to avoid straight talk and their disreputable business practices.
Refund my money and quit scammimg! I was happy with the service a long time until I upgraded. I was unhappy with the services and tried to downgrade. Was continually charged and told them to cancel my service. Then I thought I was free of freedomFre until I got a monster mystrem bill. That is wrong budibusi practice and I'll be following up with the FTC and State's Attorney Generals office.
We've provided a copy of the customer's order details associated with Order #XXXXXXXX which indicate the plans are for a semi-annual account.
Should the customer be referring to an alternate account, they may provide the account information here so we may investigate.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emails verifying my account of things. I cancelled services in June of 2018. I never had the bi-annual plan, but rather a monthly plan. The company has had serious mix-ups and quit replying which is what forced me to go to my bank. I'll be consulting my attorney as well as the attorney general and the federal trade commission.
Need refund for services never used
I ordered the 1 cent sim card and was downgrading it 2 days after I ordered it, before even getting the card. They only give you 14 days before you get charged for the full plan, from the time they ship it, not from the time you get it. The downgrade windows have popups saying 'try data rollover' etc and I clicked it inadvertently. I was charged $3.99 and cancelled it because I didn't know there was a charge. I asked for a refund from one of their email CSRs(***) but he refuses to give me a refund even though I have not used the card yet. It's been a week and there is no other way to contact them; support online needs a payment before they talk to you.
I simply want my $3.99 charge to be refunded to my credit card. It was very deceiving how the fee was set up.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity in providing some clarity on why the refund was denied. Per our TOS, all payments made to FreedomPop are final and non-refundable. The following is taken directly from our FreedomPop Payment Terms section within our TOS:
https://www.***
"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."
However, as the customer canceled their account associated with ***@gmail.com on 2/21/19, we've issued a refund in the amount of $3.99. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account remains canceled and the refund has been honored.
Over the course of 10 months, Freedompop has been charging my account for service on an inactive sim card. Approximately $188.48 has been charged over the course of that time period.
Product_Or_Service: Phone Plan/Service
Other (requires explanation) I would like a refund of $188.48 for the 10 months my sim card was without an active number on it.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges associated with each account under ***.
As the customer has two device-accounts associated with ***. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account associated with LTE SIM (*** is currently subscribed to Premium 500MB LTE Unlimited which was never downgraded and so in turn has caused the account to incur renewal charges.
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.
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 charges are considered valid as the customer did not downgrade their account. However, as a courtesy, we've refunded the latest renewal charge in the amount of $23.66. We ask the customer to please allow 3-5 business days for the refund to process.
Please note: the customer will continue to incur renewal charges should they not downgrade or cancel their account.
This business needs their license removed ..... it is a scam, their product is substandard, customer service is nowhere to be found
Their phones are junk(unusable outside their network... They won't unlock) Can't call/email them for support. They should be rated ( H ) for Horrible They want you to pay for any real support. I have tried their phones, hotspot and sim (oh and $5.00 support VIP service) I can say that I have tried their service inside out and all of their products, NONE are any good JUNK SUCKS you stole my money but KARMA will find you, you can't hide for ong .... Stay away from this company!!!
REFUND .... A WARNING to the public
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Franklin Wireless R850 (Order ***) on 6/3/17, which includes a free trial of our Unlimited 2GB 4G LTE and FreedomPop 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.
The customer downgraded their Unlimited 2GB 4G LTE plan for which they were not charged on this device thereafter. The customer left FreedomPop Premier service active which resulted in continued renewals of the service until it was deactivated on 11/30/17 and so they were no longer charged for this VAS. The customer was also issued a courtesy refund in the amount of $13.98.
There are no further charges to refund.
Upon further investigation, we've noticed the account has entered a state of dormancy due to inactivity. The customer may resume the account by simply logging into their account online. The following is taken directly from our TOS:
https://www.***
"Your account may enter into dormant status if there has been no device usage within the last 60 days. Your FreedomPop service will not be fully operational until you resume back to active status. You can exit dormant status though the FreedomPop Messaging App, by logging into your online account, or contacting Support."
Regarding support, live agent support over the phone does require a paid subscription of Premium VIP support, but we do offer 100% free support via social media at *** and ***.com.
Should the customer have a question regarding another account, they may provide it here so we may investigate accordingly.
I was charged for services that I have not received and this company refuses to remedy it.
I purchased a sim card in 2016 that was never activated because I wasn't sure how to go about it or if I really wanted to have a cell phone with service from this company. After more than 2 years I am suddenly billed 27.98 for 3 months. The bills were charged on my parent's charge card so I didn't know about it until the end of January. I contacted the company and was told that there was nothing they could do and that my "introductory offer" had expired. An almost 3 year introductory offer of no payments is not realistic. I have screen shots of every page of my account site that shows no usage ever and the bills that were charged out of the blue.
I just want them to return the money to my parent's credit card. That is all.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Global SIM Kit (Order #XXXXXXXX) on 10/10/16, which includes a free trial of our Global 1GB 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.
Upon account review, we have confirmed an outstanding payment in the amount of $27.98. We were unable to successfully capture the original payment on 11/13/16. 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:
***
"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)."
Regarding the customer's account not being activated, in the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
As the account was never downgraded nor canceled prior to the renewal date, the charges are considered valid and non-refundable. However, as a one-time courtesy, we've refunded the latest charge in the amount of $27.98. We ask the customer to allow 3-5 business days for the refund to process. Unfortunately, there will be no further refunds honored as they are considered valid on our end.
We can confirm the account has now been canceled and should no longer incur any charges.
There is no further action needed on this complaint as the account has been canceled and a courtesy refund being honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
We were only refunded 27.98. We were still charged 55.96 for services that were never activated or used. I would appreciate a full refund.
We're sorry to hear the customer is not satisfied with our stance on the complaint. However,as previously mentioned, subscriptions begin once a device has shipped. Therefore, the device/subscription/account arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival. This information is disclosed in the customer's confirmation email.
Unfortunately, our stance does not change and no further refunds will be honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the response given very unsatisfactory. I believe this is fraud. I want an explanation on how to downgrade a service that was never actactivated. That is absolute nonsense. This is not the first time they have done this and I am sure it won't be the last.
It's impossible to call anyone to cancel an order! I purchased the phone on 1/24/19. I decided to cancel 1/29/19 and tried finding a phone# to do so. Once I searched on the internet and found the phone# the recording said I had to sign up as VIP for about $5/mo in order to speak with a live person?! I refused, and decided to email them. Even THAT took several days and tries before someone finally answered and canceled. I then replied when I'd receive my refund? He asked for the IMEI number. I told him I hadn't even received the phone yet, and according to the tracking info on my account the phone hadn't even been shipped from the FreedomPop facility. He said I'd have to wait for it to ship and return the phone with the box unopened. That seemed bass-ackwards to me, but I waited. Now I have an unmarked box that I'm afraid to open unless I know it's from them. I've again tried contacting them via email and, just now, direct Twitter message to try to get confirmation that I have the correct box/USPS tracking# because I'm afraid as soon as I open this box they'll try to claim I used it!
I did not authorize payment and they are refusing to refund my money
I got charged 99.88 on 1/25 and 2/6 and 32.98 on 2/3 the service did not work at my location and I never received an email notifing me of payment being taken
I wouldl like the total amount refunded
We're sorry to learn of the customer's unsatisfactory experience with us regarding their unused accounts associated with ***. We understand the customer incurred renewal charges as they failed to downgrade or cancel each account. Although the customer states the devices were never used, in the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
Therefore, the charges are considered valid. However, the customer has received the desired refunds which were reversed on 2/8/19. We can also confirm the accounts associated with *** have been canceled and should no longer incur any charges.
There is no further action needed on this complaint as the customer's accounts have been canceled and the charges refunded.
FreedomPop has failed to release my phone number for porting to Google Fi within 24-48 hrs. This is still ongoing and I started the process on Dec 10.
I went to my "port out settings" page to find the information I needed to transfer my number to a new carrier on 12/10/18. I found that some of the fields were blank and then attempted to contact customer support. I discovered that was a "premium" service and so I resolved to use their free forum (I did not want to pay them for failing to do their job in the first place).
After some difficulty, I finally figured out how to post a question on their forum (as a software developer, I feel obligated to point out that they used a "Dark Pattern" to hide the "Ask a Question" button, which could be poor design or an attempt at hiding the option to encourage their customers to purchase their "premium" customer support).
My issue was eventually moved to a private thread and I received the following porting information (personal info removed for privacy):
"First, you need to attempt the port-out with the following info:
Account Number:
Pin:
Subscriber Name: FIRST LAST
Phone Number:
Zip Code:
If you get an error message indicating that the port-out did not go through you'll need to change the billing address to the following:
XXXXX W *** Suite *** XXXXX
Lastly, if it still doesn't work, change the business name and business address TO:
First Name: FreedomPOP_IQNT
Last Name: FreedomPOP_IQNT
Address: XXXXX W *** XXXXX"
By their own admission, any one of three variants of this information could be valid. And every attempt rejected due to improper information results in multiple days worth of delays. Also, the least FreedomPop should be able to do would be to provide the information they have on file that they use to determine whether a port request is valid.
I provided the information above to Google Fi and they made several port requests over the next few weeks to no avail. I checked my FreedomPop port settings page on January 4, 2019 and found that the status of my request was "REJECTED" due to an attempt on December 18, 2018 that had somehow "blocked" any future requests from going through. I contacted support via their forum and one week later, I found a message saying that a valid request for port out was made on January 11, 2019. But on January 18, 2019, my number was still not transferred and the status was marked as "PROCESSING".
Naturally I was bewildered why a 24-48hr process that had confirmation of a valid request had been unable to be completed within one week. FreedomPop told me that Google Fi should adjust their FOC Date to a Monday since FreedomPop did not operate on weekends (I don't know if this is a standard industry practice or not, so I cannot comment on it). Google Fi adjusted the date, but my number was still not transferred on January 28, 2019.
Throughout this whole process, Google Fi has attempted to call me multiple times in order to resolve this mess, but they have consistently been unable to reach me at my FreedomPop number (which is unsurprising as the impetus for all of this was when I discovered I was not receiving calls/texts or any record of missed calls and was also unable to make a crucial call with full bars & LTE coverage).
Throughout this whole endeavor, I've had to pay for phone service through two carriers and strongly believe that FreedomPop has been dragging their feet throughout the entire process and I'm sick of it.
I want my phone number to be transferred to Google Fi by the end of February. I want FreedomPop to refund everything I've paid them since 12/10/18 so that they are not rewarded for dragging this out. I want my online FreedomPop Account (and all the data associated with it) deleted *aftermy number has been transferred to Google Fi. I would like for FreedomPop to ensure that *allaccounts have *properporting information on their "port out settings page" (https://my.freedompop.com/settings/port-out-info). They should provide the exact information they use to validate port requests to their customers. There should be no "Lastly, if it still doesn't work..." line anywhere on that page. FreedomPop should not "block" future port requests from going through if they received a previous one with bad info (especially due to faulty information they provided). FreedomPop's free support forums need an "Ask a Question" button displayed prominently on the forum's main page (https://forums.freedompop.com/us/categories/freedompop) whether or not the user is signed in (not buried in the middle/bottom of sub pages).
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's request for a port out on 12/18/18 was invalid due to using PIN 1998 as opposed to the proper 1279 which should've been used. However, phone number XXXXXXXXXXX appears to have a valid request for a port-out since 1/11/19. We recommend the customer reach out to their gaining carrier and inquire about their port-in as contrary to the customer's belief, we are not blocking an attempt to port their number.
The customer's port out info should be as follows:
Account Number: XXXXXXXXXXX
Pin: 1279
Subscriber Name: ***
Phone Number: XXXXXXXXXXX
Zip Code: XXXXX
As a courtesy, we've refunded the last three renewal charges which are in the amounts of $7.80, $4.64, and $3.32. We ask the customer to allow 3-5 business days for the refunds to process.
The customer may reply here should they have any further inquiries or concerns.
Charged 20.00 and can't get money back
I was on line tryed to order their free phone service. Some how I was u graded to a 98 service when I tried canceling I got downgraded to a service 20.00 and was charged for that and I tried contacting the for a refund but the refuse to refund
any money
refund my money and stop scamming people.
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.
Our records indicate the customer canceled their account on 2/1/19 and were issued a refund in the mount of $20.00 on 2/5/19.
We can confirm the account is canceled and should no longer incur any charges.
There is no further action needed on this complaint.
I cancelled service on my phone and internet months ago. Freedompop is still randomly debiting $80 a month out of my account. I have not been able to reach a live person to settle this matter. They have received hundreds of dollars for a service I no ***.
Other (requires explanation) I would like a refund for the past 8 months as well as them stop charging my account.
We're sorry to hear of the customer's unsatisfactory experience with us. The customer has two device-accounts associated with ***@att.net. Each device-account has a separate subscription to allow for separate billing dates, plans, etc.
Our records indicate the customer ordered an LG Tribute LS660 White (Order #***) on 1/6/18, 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.
Our records also indicate the customer ordered a Netgear Fuse (Order #***) on 1/6/18, which includes a free trial of our Premium 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. As previously stated, 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 further investigation, there are no records indicating an attempt to downgrade nor cancel the account. Unfortunately, as the customer failed to downgrade or cancel prior to their trial coming the an end, the charges are considered valid and non-refundable.
However, as the customer did reach support on 1/31/19 requesting a cancellation and charges refunded, the accounts were then canceled along with being issued two courtesy refunds for the latest renewal associated with each account. Each refund was in the amount of $39.98 for a total $79.96.
We can confirm the customer's accounts are canceled and should no longer incur any future charges. Unfortunately, there will be no further refunds granted for either account. We apologize for the inconvenience this causes on the customer's end.
There is no further action needed on this complaint.
This complaint is primarily because they have not released my phone from their network. It qualifies, they agreed, but I have been waiting almost 10x the amount of time they said it would take. Plus I requested it twice.
They're also incredibly scammy- they told me that I would have to pay money if I wanted to go to a free account. And this is after I prepaid for a year, then they billed me for going over, but I was on the unlimited plan & had top-ups disabled.
So I have no phone.
Finish the job Release the phone. Please. Shut this place down!!!
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. Our records indicate the customer was subscribed to our Annual GB plan which would give them an allowance of 1GB per month. The customer exceeded this data allotment by 51 MB during their billing cycle of Feb 28, 2018 to Mar 28, 2018. Therefore, they incurred a top-up fee which was added as account credit.
The customer did disable top-ups, but this was done on 2/27/18. However, the top up charge was incurred on 2/24/18 which is the date they exceeded their data allowance.
Regarding the release of their device, our records indicate the device associated with MEID *** was released on 2/7/19 and should now be able to activate their device with an MVNO carrier. We ask the customer to keep in mind their device is not eligible for a GSM carrier.
We can confirm the account associated with ***@yahoo.com remains canceled and should no longer incur any charges.
There is no further action needed on this complaint as the customer's device has been released and the account canceled.
substandard customer service, arbitrary and unauthorized charges and billing, retaliation for complaint or dispute with credit card.
I have specific complaint that this company without prior authorization charge my account this year they have at 3 occasion charged my account $20 and several times 5.99. if you call them they charge 5.99 and if you data expires they charge $20. I have raised the issue with them and they are not responsive. I have told them they need to get email authorization for charging customers or just suspend their data temporarily. I have three hot spot devices from them that I have paid for but if I dispute with my card they cancel service and charge me to reactivate it. please ask them to refund me and establish policy to get written authorization before each charge. also have free email and phone customer service or just close business. Us is not place for this type of opportunistic services.
Refund of at least $100 and continued service with no charge without prior email authorization. have continuous customer service.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges associated with ***.
Regarding the $20 incurred upon reaching their data allowance, we disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
Per our TOS, should a customer dispute a charge with their financial institution, we reserve the right to suspend their account. The following is taken directly from our TOS which a customer must agree to in order to proceed with a subscription:
https://www.freedompop.com/service_plan_terms.htm
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Should a customer no longer wish to continue with services for any reason, we offer the ability to cancel at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Upon further investigation, we noticed the customer subscribed to FreedomPop Premium VIP Service on 9/18/18 in order to speak to a representative. Live agent support over the phone does require a paid subscription of Premium VIP support which is why there was a recurring charge in the amount $5.99 associated with their account. This service was canceled on 11/14/18 for which the customer has no longer incurred any charges.
Per our TOS, we've deemed all charges valid and no refunds will be issued. We apologize for any inconvenience this *** cause on the customer's end.
The business explanation is the same as my explanation . I asked that these arbitrary and unfair charging method shall be unauthorized. Auto topping shall be at discretion of the customer not the business.business shall not suspend account due to complaint, it is retaliation and a threatening method to prevent complaint.
Actually they have suspended my paid subscription without any credit given after my complaint. they deactivated 3 my hot spot after my complaint. I like Revdex.com come up with a resolution on that.
We're sorry to learn the customer is not satisfied with our stance on the complaint. Unfortunately, all our terms are disclosed prior to sign up and are agreed to when placing an order. Should a user no longer agree with our TOS, we offer the ability to cancel at any time.
As previously reiterated from our TOS, "If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Due to the charges being valid and non-refundable, the customer's account was canceled as they filed a dispute with their financial institution.
There will be no further action taken on this complaint as the customer has violated our agreement.
Account (4 lines) canceled without warning, no option to port out phone numbers.
On December 17, 2018, I bought a phone from Freedompop with 3-day priority shipping (order #XXXXXXXXX). Five days later on 12/21, the phone had not even shipped yet, and I was leaving the address I had it shipped to. Freedompop's support website stated that an order could be canceled prior to shipment.
I filed ticket #XXXXXX-XXXXXX, but was told the order could not be canceled and I could just refuse the package. I filed another ticket #XXXXXX-XXXXXX, explaining I would not be there to refuse it. My problem was ignored and I was told that my problem "had been successfully handled". I filed a third ticket #XXXXXX-XXXXXX, asking again and threatening to call my credit card company. After that didn't work, I filed a chargeback with my credit card company. A few hours later, Freedompop refunded me the money.
On 1/9/2019, my account with Freedompop, including 4 unrelated lines of service (2 LTE, 2 Global Sim) was canceled without any prior warning, I simply received emails saying they were canceled.
I tried to investigate, but learned that their support number and their ticketing system would not allow me to get support, because I did not have an active account. I finally had to call their sales number, and after going in circles with the rep who would transfer me to the support number I could not use, I finally got escalated, and found out several days later they had canceled my account due to a chargeback.
At the time, their terms of service said they could cancel an account for a chargeback if the customer did not first contact customer service. This seems to have been changed a few days later to say that all accounts with a chargeback would be canceled. Looking at the website on archive.org shows that their terms have been changed frequently over the last year.
After many many calls to the sales number, and explaining the background of my situation, I was finally told on 1/17 that my accounts would be restored. Yet, this did not happen. When I called on 1/21, I was told that my accounts would NOT be restored, that I had been blacklisted, and that their system did not provide any way to restore a canceled account. I was told that I was warned via email on 12/21 that filing a chargeback would result in canceling my account. This is demonstrably false. I was told that I could not keep my phone numbers. I was told that I would not be refunded for charges related to my other lines.
According to the FCC, phone providers are not allowed to cancel service without warning, or prevent you from keeping your number. They must provide at least 31 days of warning. I received zero, and no explanation of why my service was canceled, and was not able to keep my numbers
https://www.***
I would just like to have my other lines restored, or at least the ability to port out my phone numbers to another service. Unfortunately, Freedompop has offered me zero options to make this happen.
I would like my four unrelated lines back, including the phone numbers I had prior to the problems. Or at least the option to port my phone numbers to another phone company.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records do indicate the customer reached out requesting a cancellation of their order. However, as the request was not honored in a timely manner, the customer disputed the charge.
As the customer properly reached out and requested a cancellation of the order, they were provided with instructions on how to successfully activate their devices on a new account.
We apologize for the inconvenience this has surely caused on the customer's end and appreciate their patience and understanding throughout this process.
What a joke! Actually fraudulent and defective! Shop elsewhere! What a rip-of
!
Freedom has placed several unauthorized and bogus charges on my credit card and has not provided the amounts of data nor the time periods to use them.
Purchased a SIM card on AT&T network which came with one month free 1GB and premier roll over service. Wanted to downgrade from 1GB but they said no stick with 1GB and we will double it for free for 3 months. Then attempted to drop premier rollover and they said no please we will give you free basic rollover. Instead they charged me 3.99 argued that and they straighten that out only to take away all my data and charge me a week early all while only delivering 1GB for the next month. Contacted them 3 weeks ago and they have done nothing. Have screen shots and transaction numbers. Am now dumping them.
They should restore the approximately 4GB total they have managed to deny me access to and stop their deceptive and fraudulent billing practices against all their customers.
We're sorry to learn of the customer's unsatisfactory experience with us. However, upon investigating their account, we've noticed the account was canceled due to the customer making an attempt to dispute a charge with their financial institution. Unfortunately, this is a violation of our agreement and so the customer's account has been canceled and is not eligible for reactivation.
The following is taken directly from our TOS:
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
https://www.***
However, as the customer states they attempted to downgrade and were offered an additional month's services to no avail, we have issued another refund in the amount of $12.99 and another in the amount of $3.99. We ask the customer to please allow 3-5 business days for the refunds to process.
Unfortunately, there is no further action which will be take as the customer has violated our agreement.
Being billed for inactive services. Will not take phone calls from inactive services also.
***@gmail.com PayPal account being like crazy last four months by freedom Pop.
Refund all bills and cancel all accounts. Remove all personal information about me and my accounts.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a ZTE Force (Order #***) on 2/10/15, which includes a free trial of our Unlimited 1GB 4G LTE and Unlimited Talk and Text. 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.
The order also included Phone Protection Plus ($4.99) which was never deactivated. Hence, the customer continued to incur a $4.99 charge on every billing cycle. 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.
However, as the customer has canceled their account on 2/6/19, there will no longer be any charges incurred under the account associated with ***@gmail.com.
Per customer request, we have also canceled a sub-account associated with ***@gmail.com. This account was attached to a Freedom Spot - Photon Platinum.
As the customer's accounts have been canceled and the charges considered valid, there is no further action needed on this complaint.
Freedom Pop has falsely advertised for free cell services. Even though I cancelled the sim immediately, I was charged monthly for nonexistent service
On August 10, 2018 I purchased one sim card from FreedomPop.com. Upon checkout, it asked me to try their "premium" service for free for a month and I added it in the cart. On Aug. 14, 2018 both sim cards arrived. Upon activation I realize that the "premium" service sim card will be a hassle and cancelled online on Sept. 9, 2018. Promptly I received cancellation confirmation email and thought I'm done with it. Only over the past weekend when I looked into my credit card statements did I realize that FreedomPop has charged me for this non-existent premium service monthly, and for a different amount each month! I wrote customer support to explain the situation, that no such service was ever rendered, and the sim card was cancelled immediately, but was refused for a refund. FreedomPop removed the "premium" sim card from my account after my cancellation, but never said a word until today that I NEED to cancel the service separately. How can one have this service when the associated phone number is gone? This is obviously false advertisement and entrapment of FreedomPop. It's unfortunate the company makes money in this kind of unethical way.
I would ask FreedomPop to refund me the stealthy and unethical charge of $57.57 since Sept 14, 2018.
The customer has two device-accounts associated with ***@gmail.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account XXXXXXXXXXX was canceled on 9/9/18 and did not incur any charges thereafter. However, the customer still had account XXXXXXXXXXX active which continued to incur renewal fees accordingly.
The customer was honored courtesy refunds on 1/27/19. The customer's account has now been downgraded and should no longer incur any charges. However, the account still remains active. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
There is no further action required as the customer's requests for refunds have been honored along with being provided with instructions on how to cancel their account.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedom pop deleted my account after I complained about the recurring charges and took my $20 in credit
I purchased a hotspot from FreedomPop on 11/23 and freedom pop began charging me recurring charges of $9.99 for a higher level plan than I wanted. They charged me 3 of these recurring charges and they also charged me a one time charge of $20. The $20 goes to future credits in case I go over my allotted data. The $20 credit never applied to my account until I called on 1/11. I requested that they return the 2 recurring charges since I already declined the higher level plan online around 12/5. I explained that I already cancelled the higher level service prior to the two charges and I have not used more than 5MB of data the entire time I had the hotspot. They declined so I asked my credit card company to dispute it. I received credit from my credit card company. They advertised that I can cancel at anytime and I will have 200MB per month for free forever. So today 1/19 I turned on my hotspot and I do not have a data plan on it. I logged into my freedom pop account and I do not even have a device on the account. So basically they are taking my $20 in credit as well as deleting my account.
I would like the $20 credit to be reinstated in my data plan and I will continue to use the free service without any recurring charges.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #XXXXXXXXX) on 11/23/18, which includes a free trial of our Premium GSM 2GB and FreedomPop 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.
The customer downgraded their Premium GSM 2GB plan on 12/3/18, for which they were not charged on this device thereafter. The customer left FreedomPop Premier service active which has resulted in continued renewals of the service. Therefore, the continued charges in the amount of $9.99 are considered valid and non-refundable.
Upon downgrading their account, the customer incurred a $20 charge which was applied in account credit on 12/3/18. The customer's account credit expired on 1/4/19 as it had not been used. However, our customer's can simply log into their accounts at my.freedompop.com and reactivate account credit by selecting "Billing" > "Credit Balance" > "Activate Credit" which will be found towards the bottom of the page.
Reason for the $20 charge being incurred on 12/3/18 is 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.
Yes, our customers can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
However, as the customer filed a dispute with their financial institution, we have canceled their account as this is a violation of our agreement. In our TOS we explicitly state the following:
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
https://www.***
Unfortunately, the customer must now resolve the matter with their financial institution and their account is not eligible for reactivation due to the violation in our agreement.
I have a prepaid quarterly plan for unlimited talk and text with2 gigabytes of data monthly through a small online vendor call Freedom Pop that runs mainly on Sprints network and more recently on ATT. My phone runs through ATT. I paid $41.97 in early December for 3 months service. My bank account was inexplicably charged $98.88. There is no information through Billing, Usage, Plan, etc. when I research why this happened.
Product_Or_Service: LG /Fortune 2/Freedom Pop LTE Quarterly
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like the $98.88 returned to my card/account asap.
This complaint has been resolved.
Wanted to cancel services. Called and can't get anyone to talk with. The phone keeps hanging up when I try to give information about my number.
Wanted to cancel services. Tried calling and they hang up on me. Can't get online.
Cancel services and refund money taken for top ups from my account.
We're sorry to learn the customer being unable to cancel the account on their end. However, we were able to log into the customer's account and locate the cancel option without any discrepancy.
The customer can cancel their account(s) at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Should the customer wish to remain with an active account and downgrade, they can manage their subscriptions by following the instructions on the links below:
Downgrade Plan - https://***
Add/Remove Services - https://***
Regarding the top up charges incurred, we disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
As the customer's Netgear Unite has used 3.71GB, the account has incurred top up charges. This is due to exceeding their data allotment of 2.49GB (2GB Base Plan & 500MB Rollover) by 1.22GB. Therefore, there is currently a balance of $19.30 remaining which we will refund should the customer decide to cancel their account. However, this is non-refundable if they wish to continue with our services.
The customer may reply here should they cancel their account.