It seems that this company is a complete joke, run by thieves or just is.
I bought their 3 months prepaid sim. The sim worked initially, but then stopped. When I was trying to find out what is going on by logging into their support I was not allowed to submit a ticket because I was not subscribed to their VIP support service. The message telling me that was only displayed after I lost time typing my complaint and questions. So, they also stole my time. Are they serious trying to have me pay for a support regarding service that I payed for but did not received?
They are a waste of time and money.
On November 17th, I was charged $32.98 for a mobile plan and service that I never selected, and for a SIM card that had been deactivated for months. They've been doing this to multiple customers, and you can check on their forum that there's customers talking about unauthorized charges even a year after they left. I contacted their Twitter support and they just told me that I should have canceled the account entirely, but they never informed us that they could just change our plan and charge us whenever they want to. I'm never going to put my billing details with them again, as they are obviously not trusted, and they try to charge you for every little service that you want, and when you finally think you're safe, they cheat and just take your money and then they just say that the TOS stated this, and that they won't refund you, but I bet it doesn't say that you can just charge people money after they've been on the free plan for years, and the customer NEVER selecting that they wanted a paid plan. This is criminal, and I hope they pay the consequences.
Product_Or_Service: SIM Card
Desired Outcome
Other (requires explanation)
I would like my $32.98 back, as I need that money to pay for my bills and food, and them taking my money has left me in a way worse position. I hope this may get resolved, and that this company learns not to do this to its customers.
FreedomPop Response
• Dec 03, 2018
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 ordered an LTE SIM Kit (Order #XXXXXXXX) on 2/10/17, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon further account review, we have confirmed an outstanding payment in the amount of $32.98. We were unable to successfully capture the original payment on 3/12/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Although the charge is considered valid, this has been refunded as a courtesy by our Twitter Support team. The account associated with this SIM was also canceled.
The customer can follow these steps should they wish to cancel any other account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
There is no further action needed on this complaint as the customer has been refunded and account canceled.
Customer Response
• Dec 06, 2018
(The consumer indicated he/she ACCEPTED the response from the business.)
I was already refunded after I made the complaint, so I don't need it open anymore.
After over a year, I canceled my phone account and asked to have my remaining top-up credit ($4.56) returned to my credit card. I was told that too much time had passed and they would not be able to refund my credit. (It's a small sum, but it's still MY small sum.)
Desired Outcome
Other (requires explanation)
I wish to have my money returned. As long as my account was ongoing, the mere passage of time should not affect the return of a money credit.
FreedomPop Response
• Nov 29, 2018
We're sorry to learn of the customer's unsatisfactory experience with us an appreciate the opportunity to provide some clarity on the matter. As all payments made by the customer to FreedomPop are considered final and non-refundable, the customer was denied a refund for the $4.56 remaining in account credit. We've take the following directly from our TOS which clearly states all payments are final and non-refundable.
"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."
Although the payment is considered valid, we have issued a courtesy refund in the amount of $4.56. We ask the customer to allow 3-5 business days for the refund to process and reflect on their end.
There is no further action needed on this complaint as the customer's account remains canceled and the refund has been honored. We thank the customer for their patience and understanding throughout this process.
Customer Response
• Dec 05, 2018
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been refunded the money and am happy with the result. I do not doubt, as stated in Freedompop's reply, that I am not entitled to a refund. Like many people, I don't have time to read all the fine print that comes with most transactions. I guess my complaint was a general "fed up" response aimed at the business world at large. Also, this is my first contact with the Revdex.com and I did not realize that it
was such a formal --and in this case, effective-- process. Thank you Revdex.com.
My paypal account was charged $10 for service which I DO NOT HAVE. I cannot speak to anyone on the phone because the system is automated and tells me I need my phone number to speak with a human, and then sales just keeps transferring me to that same menu.
Desired Outcome
Other (requires explanation)
I want a refund and my account info removed
FreedomPop Response
• Dec 03, 2018
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Freedom Spot 803s Hotspot (Order #XXXXXXXX) on 3/31/17, 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. 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 account review, we have confirmed an outstanding payment in the amount of $9.99 (FreedomPop Premier). We were unable to successfully capture the original payment on 5/2/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"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)
The account remains active. However, we can confirm the add-on service of FreedomPop Premier was deactivated on 11/17/18 and no further charges should be incurred for this service.
Customer Response
• Dec 07, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
No email was ever sent. In addition the service has been "suspended" for months due to non use. This is very shady and I will not be paying anything to them for service that has never once worked.
FreedomPop Response
• Dec 20, 2018
Our records indicate the customer's account was suspended due to the failed payment and resumed once the payment was successfully captured on 11/17/18.
Regarding the follow-up email with the order details, we have attached a copy of their order details which was sent to the customer.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Successfully canceled service over 4 years ago, but company processed unauthorized charge for 10.99 on 11/12/18. Tried to cancel account again, receiving error message on their website. No customer support assistance to make adjustment and ensure cancellation.
Product_Or_Service: None
Desired Outcome
Other (requires explanation)
Refund the amount charged for 10.99. Complete cancellation of account and remove all consumer related data from your systems.
FreedomPop Response
• Nov 28, 2018
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's account associated with *** had a sub-account for a Samsung Galaxy SIII which was canceled on 8/31/14 by one of our representatives. However, as the billing information was updated on 9/1/14, this caused the account to reactivate.
As the account remained active and was subscribed to Unlimited Talk and Text, a renewal charge in the amount of $10.99 was incurred on 11/10/18. However, we have now successfully canceled the account per customer's request and issued a refund in the amount of $10.99. We ask the customer to please allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account has been canceled and the charge reversed.
Customer Response
• Nov 30, 2018
(The consumer indicated he/she ACCEPTED the response from the business.)
I was charged 45.00 on my debit card. I do not have an account with Freedom pop. My account was cancelled in 2016 and paid in full.
PRIORITY CHECKING
XXXXXXXX-XXXX
Amount: -45.00
Description: Withdrawal Bill Payment #XXXXXXXXXXXX ***
Posted Date: 11/15/2018
Transaction Type: History
Desired Outcome
Refund to my debit card for 45.00. Delete my name and information from their system.
FreedomPop Response
• Nov 28, 2018
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. The customer has two device-accounts associated with ***@yahoo.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account associated with the Freedom Hub Burst was canceled on 11/9/15 and did not incur any charges thereafter. However, the customer still had the account associated with a Netgear Mingle Mobile Hotspot LTE active which continued to incur renewal fees accordingly.
Upon account review, we have confirmed an outstanding payment in the amount of $43.48. We were unable to successfully capture the original payment on 48/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above).
Although the charges are considered valid, we have issued a refund in the amount of $45 and canceled the account. We ask the customer to please allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account has now been canceled and the refund issued.
Customer Response
• Nov 30, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
TrueAccord Support
To:
***
Aug 4, 2017 at 11:25 AM
***, thanks for your payment!
This is an important message for ***. If you are not them, please disregard and delete it.
Email not displaying correctly?
Skip to our message.
Congratulations, your account is paid in full!
You paid off your balance with FreedomPop and you're all set to go.
For your records, here are the details about your payment:
On Aug 4, 2017 PDT, you made a payment of $43.48 to TrueAccord. You paid with a VISA with last four digits *** and expiration date ***
Thanks for working with us!
As always, if you have any questions just reply to this email.
How did we do?
Please be aware that it may take our system up to 24 hours to process your payment. We'll let you know if there's any problem processing your payment. We apologize in advance if you receive any other communications from us during this time - you may disregard it. We appreciate your understanding.
Account Number:
XX-XX-XXXX-XXXXX The most up-to-date information about your balance is your TrueAccord account. Just click on your account number!
Copyright (c) 2017 TrueAccord
*** XXXXX
X-XXX-XXX-XXXX
Revdex.com Association of Credit and Collection Professionals DBA International
Your account number is: XX-XX-XXXX-XXXXX
Click here for more information about your balance
Unsubscribe Dispute this debt Privacy Policy
Log in to your account
THIS COMMUNICATION IS FROM A DEBT COLLECTOR. THIS IS AN ATTEMPT TO COLLECT A DEBT, AND ANY INFORMATION OBTAINED FROM YOU WILL BE USED FOR THAT PURPOSE.
THIS COMPANY MAKES A BUSINESS of cheating..This is the reason I no longer do business with them. I should be compensated for their lie.
FreedomPop Response
• Dec 21, 2018
The customer has been refunded the $45 which was incurred and their account has been successfully canceled. Therefore the customer should not incur any future charges.
We appreciate their understanding throughout this process.
No further action will be taken on this complaint as the refund has been honored and the account canceled.
Run while you still can. They sneak in charges and changed the prices of their plans. There was no notice at all. Downgrades cost you 20 dollars. They charge you to even turn off auto to up.
Cancelled service in June 2018. Still billed and acct was never cancelled.
Acct was cancelled the day after activation because there was no service at my location. Cancelled online. Assumed is was cancelled. Cancelled account again 11/21/18 after noticing that I had been billed every month since then. Was told there was nothing they would do.
Desired Outcome
Full refund of unauthorized billing.
FreedomPop Response
• Nov 28, 2018
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 5/28/18, which includes a free trial of our Premium 2GB LTE Unlimited ($24.99) and FreedomPop Phone Premier ($7.99). 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.
According to our records, this account was never canceled nor downgraded and so renewal charges were incurred until the account's cancellation on 11/21/18. The customer did have a sub-account associated with order #XXXXXXXXX which was canceled and did not incur any charges.
Regarding a refund for the charges incurred, per our TOS a customer must notify us within 30 days of the charge so we may investigate properly. If we are not notified within 30 days of the charge, it is then considered valid on our. We have taken the following from our TOS which we've also provided a like for the customer to reference when possible.
***
"If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future, including in arbitration or a court proceeding. If we determine in our sole discretion that the disputed charge was incorrectly charged and was raised by you in a timely manner, we will credit or refund the amount to you. If we credit or refund the disputed charge, you hereby agree that to the fullest extent permitted by applicable law, the dispute is fully and finally resolved and not subject to further proceedings."
Although the charges are valid on our end, we have issued a one-time courtesy refund in the amount of $32.98 for the latest renewal as the account was canceled. 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 we have honored a courtesy refund and the accounts remain canceled.
Customer Response
• Dec 03, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
I cancelled the acct the day after I received the correct sim card. You can clearly see there was ABSOLUTELY NO ACTIVITY on the acct.
FreedomPop Response
• Dec 21, 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 sub-account associated with ICCID: XXXXXXXXXXXXXXXXXXXX was canceled on 6/5/18 and did not incur any charges thereafter. However, the customer still had the primary account associated with ICCID: XXXXXXXXXXXXXXXXXXXX active which continued to incur renewal fees accordingly.
As the customer canceled their account on 11/21/18, we issued a courtesy refund in the amount of $32.98 on 11/28/18. Unfortunately there will be no further refunds honored.
There will be no further action taken on this complaint as the accounts remain canceled and a courtesy refund was honored.
FreedomPop phone won't work on their wireless network.Want postage paid return label,refund of $59.98 for phone.Refund of $53.33 for unused service.
My FreedomPop phone broke on October 19th 2018. I had paid $79.99 on June 20th 2018 for 1 year of service so I still had 8 months of service left on my account. I called customer service on October 19th and a salesman talked me into buying a Prestige 2 phone. I wanted to be able to use the remaining 8 months of service that was left on my account. He assured me that they could switch my old account to the new phone. I wasn't familiar with the Prestige 2 phone and wasn't sure if I'd like it or if it could handle what I needed. The salesman assured me that if I didn't like the phone there'd be no trouble returning it. I asked about the cost of returning the phone and he assured me that I wouldn't have to pay for postage and that I'd get a full refund. So I went ahead and ordered the phone.
On October 25th, I received the phone. I called customer service but got a voice recording saying I'd have to pay $5.99 a month to talk to someone. I was able to get a hold of sales again. This salesman told me that I didn't need to buy a phone, that FreedomPop would give me a refund for the 8 month I had left and told me I should return the phone. I asked if I could be transferred to someone who could help me either do what he advised me to do or switch my old account to my new phone. He forwarded the call but then I got the same voice recording that I'd have to pay to talk to someone or use their online support through opening a ticket.
I opened a support ticket and after a few messages to FreedomPop, they transferred my old account to my new phone. Everything worked on wi-fi but I couldn't get on the internet with FreedomPop's service. I tried every day for over two weeks communicating with FreedomPop through emails but nothing would work. During that time, I asked for a replacement Prestige 2 phone because I figured it must be defective. Everyday I'd have to check my email for anything from FreedomPop and follow any instructions they'd give me. After 16 days of this, I started to think, what if they send me another phone and I have trouble with it? It already seemed like forever for them to reply to my messages. I decided I didn't want to take the chance anymore with a replacement phone and told them I wanted to return the phone. I wanted a postage paid return label so I could return the phone and get refunded the entire $59.98 which includes the $9.99 for shipping that I paid for this phone that doesn't work.
It has now been a month, 32 days that I've been waiting on FreedomPop. First to get the service transferred, then to get internet to work (which it never did), and then to send me a replacement (which they should have done but never did), and now waiting for the postage paid return label.
I want to be refunded the entire $59.98 for the defective phone and I want a postage paid return label so I can send it back to them. I want a refund of the 8 months of service I lost. $79.99/12*8=approximately $53.33.
This has been dragging on so long, I'm hoping you'll be able to help me.
First I communicated with Online Service Agent *** from 10/25/18 - 11/4/18
Then I communicated with Online Service Agent *** S. 11/2/18 - currently still in contact.
I have a word document that shows the communication I've had with FreedomPop if you'd like to see it.
Desired Outcome
I want to be refunded the entire $59.98 for the defective phone and I want a postage paid return label so I can send it back to them. I want a refund of the 8 months of service I lost. $79.99/12*8=approximately $53.33.
FreedomPop Response
• Dec 10, 2018
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist in providing some clarity. Our records indicate the customer was issued a Return RMA on 11/3/18 but was canceled on 11/12/18. The customer was then issued another return RMA on 11/12/18 along with having the account canceled on the same day.
However, our records according to tracking number XXXXXXXXXXXXXXXXXXXXXX indicate the device was returned on 12/3/18 which is why the return process has been longer than anticipated on the customer's end. As the tracking details suggest the customer's device reached our logistics department on 12/10/18, the device must go through our inspection process at which point a refund for the device will be issued.
Regarding the shipping cost being refunded, as the device was returned well out of the 14-day return policy, this is non-refundable. Our TOS explicitly states " Shipping and handling charges are not refundable." The customer may refer to our Terms of Service by visiting the link we've provided below.
***
Regarding the account which was subscribed to the annual plan, we ask they provide the email and phone number associated with the account so we may investigate properly.
Customer Response
• Dec 16, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
Freedompop says they sent me a RMA on 11/3/18 and another one on 11/12/18. I asked for a postage paid return label on 11/7/18. I received a RMA on 11/13/18 but it didn't have postage on it so I reminded Freedompop I wanted a postage paid return label. I didn't receive a postage paid return label until 12/3/18. It took Freedompop 26 days to send me a postage paid return label.
Freedompop says I should have returned the phone in 14 days. The only way I could have done that is to pay the postage myself. I wasn't going to pay the return postage on a defective phone!
Their Terms of Service doesn't say that if you are unfortunate and receive a defective phone, you will not receive a refund for the shipping you paid. It only talks about returning and exchanging a nonworking phone which is what I was trying to do from 10/31/18 until 11/9/18 (9 days). Nine days is a long time when you consider that day after day I had to keep checking email and trying every troubleshooting steps that I could find or think of. I wasted many many hours and days on this trying to get the phone to work and then trying to get a return label. If Freedompop will not refund the $9.99, then:
BUYER BEWARE! IF YOU GET A DEFECTIVE PHONE, THE POSTAGE WILL BE NON REFUNDABLE AND YOU WILL HAVE TO WAIT 26 DAYS OF CONSTANTLY NAGGING THEM BEFORE YOU WILL RECEIVE A POSTAGE PAID RETURN LABEL OR YOU'LL ALSO HAVE TO PAY RETURN SHIPPING! THAT MEANS YOU WOULD BE PAYING $19.98 FOR PURCHASING A DEFECTIVE PHONE!
The account that had the annual plan was under ***. This account was transferred to the new ZTE Prestige 2 phone that wouldn't work. Freedompop cancelled the *** account when I told them I wanted a refund and not an exchange. The only reason I decided not to get another Freedompop phone was because it had been 3 weeks since I had a working phone and I began to fear I'd have trouble with the replacement phone.
If Freedompop will not refund the $53.33 for the unused phone service then:
BUYER BEWARE! DO NOT PURCHASE A FREEDOMPOP PHONE! IF YOU DO AND YOUR PHONE IS DEFECTIVE OR IF IT BREAKS OR YOU DECIDE YOU WANT A BETTER PHONE YOU WILL NOT BE ABLE TO BUY A NON FREEDOMPOP PHONE TO USE THE UNUSED MONTHS OF PHONE SERVICE. ONLY IF YOU BUY ANOTHER FREEDOMPOP PHONE WILL YOU BE ABLE TO USE THE UNUSED MONTHS OF SERVICE. IF YOU DON'T BUY A FREEDOMPOP PHONE, THEN YOU WILL FORFEIT YOUR UNUSED MONTHS OF SERVICE AND WILL NOT RECEIVE A REFUND FOR THE UNUSED MONTHS OF SERVICE. THIS MEANS THE ONLY WAY YOU WILL USE ALL YOUR MONTHS OF SERVICE IS IF YOU STOP USING THE FREEDOMPOP PHONE ON EXACTLY THE ANNIVERSARY OF YOUR ANNUAL PLAN!
FreedomPop Response
• Dec 20, 2018
Our records indicate the customer was refunded $49.99 and we have now refunded the shipping cost $9.99. We ask the customer to allow 3-5 business days for the refund to process.
We appreciate the customer's patience throughout this process and consider this complaint resolved as the remainder of the sum has been refunded.
Customer Response
• Dec 27, 2018
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the $9.99 refund for the shipping.
I still haven't received a refund for the unused months of service worth $53.33. I would accept a $53.33 top-up credit on my new Freedompop account. The phone number is XXX-XXX-XXXX. My login is XXXXXXXXXX. It shows ***@ivr.fpop.co when I login. At least I would be able to use the top-up credit if I went over my 1GB per month.
They took money through my Paypal account 10 months after I cancelled my service with them.
I ended my services with FreedomPop December 22, 2017. This is when I emailed the company asking for my information (like PIN) to transfer to a different mobile carrier. That day, I went into my account settings and terminated services. I found out two months later, February 22 2018, that the services did NOT terminate despite me choosing to do so two months prior. I AGAIN attempted to terminate services, and it said only that it had been "downgraded". I then emailed customer service again, and was told my account was not longer active and I would not be billed for any more services. Then, on November 21 2018 was charged $20.94 from my Paypal account to FreedomPop, which I did not authorize. Below is paypal transaction:
Transaction details
Print
Subscription Payment Sent
November 21, 2018 at 4:17:56 PM PSTTransaction ID: 9SXXXXXXXAXXXXXXE
Payment Status: COMPLETED
Payment Type: Authorization
Authorization Expiration Date: December 20, 2018
Authorization amount
-$20.94 USD
We have no postal address on file
Transaction Activity Details Gross amount Fee amount Net amount
Nov 21, 2018
Payment to STS Media, Inc. dba FreedomPop Details -$20.94 USD $0.00 USD -$20.94 USD
Order details Quantity Price Subtotal
1 $20.94 USD
$20.94 USD
Purchase Total $20.94 USD
FreedomPop sent me an emails aying they had the right to do this DESPITE me cancelling service TWICE. The associate closed my help ticket before I received a response to my response email
Desired Outcome
I want a refund of my $20 sent back to my Paypal account.
FreedomPop Response
• Nov 27, 2018
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 9/11/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier . These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium LTE 2GB plan and were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which has resulted in an attempted renewal charge of the service until 11/25/18 when the customer reached support and so their account was canceled by one of our representatives.
Upon further account review, we have confirmed an outstanding payment in the amount of $20.94. We were unable to successfully capture the original payment on 10/13/18. 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)."
However, as a courtesy, we have issued a one-time refund in the amount of $20.94. We ask the customer to allow 3-5 business days for the refund to process.
We can confirm the account associated with ***@gmail.com has now been successfully canceled and the refund has been honored.
There is no further action needed on this complaint.
Customer Response
• Nov 28, 2018
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the business's response and refund, and will terminate all further consumer interactions from here out.
Charged me for services that I did not want or receive.
Back in mid-May, I signed up for a free trail, period but found out that the time period INCLUDES the day they shipped it. (Who does that??) . I could not use the service on an Ipad so when I told them this, they said too bad, but we will give you a credit for this amount ($26.94) for when you DO want to use the service.(I said whatever I guess I lost that money) I told them to just cancel me. so they sent me to the webpage to do so and it would not let me, so I called them and they called me back to argue. Then on November 21st they charge me another $41.94 for services THAT I CANCELLED AND NEVER USED.
Desired Outcome
I simply want my $41.94 back ASAP.
FreedomPop Response
• Nov 28, 2018
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 4/19/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium LTE 2GB Unlimited Semi-Annual to Basic 200 Semi-Annual plan on 5/9/18 and were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier Semi-Annual service active which has resulted in continued renewals of the service until 11/22/18 when the customer canceled their account online using the self-help tools mentioned above.
Although the renewal is considered valid as FreedomPop Phone Premier was never deactivated by the customer, we have issued a courtesy refund in the amount of $41.94 as the account has been canceled. We ask the customer to allow 3-5 business days for the refund to process.
As the refund has been honored and the account has been canceled, there is no further action needed on this complaint.
They offered a SIM card for pay as you go service for 5 dollars to trial. I purchased this SIM *** 8, 2017. The SIM didn't work with my phone and they explained why. I thought, no big deal, I'm out 5 dollars and moved on. Almost TWO YEARS later in late Nov of 2018 I get an email that a payment has been made to them. Remember, I NEVER used their service, it didn't work on my phone. After talking with them they said it was for service of Feb 2017! I had linked my paypal account with them, that's how they got the money and they refused to refund me for services I never used. Do NOT do business with them, they are VERY hard to get a hold of. I was hung up on several times when asking about this charge because "I am not a current customer" but they charged me for service!? Explain that one.
FreedomPop Response
• Nov 21, 2018
Hi Matt, you will not be charged after canceling your account. If you feel there's been a billing error, please reach us at ***@freedompop.com with Revdex.com REVIEW provided in the subject line.
Customer Response
• Nov 26, 2018
I have been trying to reach out. My problem is I never used your service and you charged me 22 months after I tried to trial your service. Not 1 or 2 months, 22 months! That is outrageous. There was never an attempt to charge me before this even though you had my payment details. I will email AGAIN and explain my frustration.
I've never used this service or company for cell service. I've never had a plan with them that I was aware of. I signed up for a trial of pay as you go service, the SIM card didn't work with my phone and I moved on. This was in Jan of 2017. Now in Nov 2018 they charge me 29 dollars for a service fee. I've never made one call, one text or used 1 MB of data with them. They refuse to refund me. I don't even have a phone number with them.
Product_Or_Service: SIM Card
Desired Outcome
Other (requires explanation)
Refund me 29.08
FreedomPop Response
• Nov 26, 2018
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter.
A customer should not incur any charges whatsoever on a canceled account. However, if an account remains active and on a paid plan, then a recurring charge will be incurred.
Unfortunately we were unable to locate an account with the credentials associated with this complaint. We ask the customer to provide the email associated with the account which incurred a charge so we may investigate properly. The customer may also provide the first 4 and last 4 digits of the cc which was charged.
We look forward to the customer's response with an update.
Customer Response
• Nov 29, 2018
(The consumer indicated he/she ACCEPTED the response from the business.)
I ended up getting my refund through another means. This company should be shut down. I plan to file an FTC complaint as well over how they charged me 22 months after never using their service.
I ordered a freedompop SIM and was unable to activate it and never use this companies cell service. After almost a year they charged my account. When I was able to get in contact with a customer service representatives and told them the issue they then transfered me to an automated service instead of trying to resolve my issue.
Product_Or_Service: SIM card
Desired Outcome
Other (requires explanation)
Funds refund
FreedomPop Response
• Nov 26, 2018
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 11/28/16, which includes a free trial of our Global 1GB Unlimited ($27.98) and FreedomPop Premium Plus ($7.99). 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 $19.99. We were unable to successfully capture the original payment on 1/1/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"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)."
Therefore as the account was never canceled, the charge is considered valid.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
They have been taken money from my account without my permission. I've called multiple times and every time I tell them why I'm calling they hang up. My emails go unanswered. Unauthorized charges. NOT PREAPPROVED! Nov17STS Media, Inc. dba FreedomPopPreapproved Payment- $32.98Nov17STS Media, Inc. dba FreedomPopPreapproved Payment- $32.98
Desired Outcome
Other (requires explanation)
Lawsuit
FreedomPop Response
• Nov 28, 2018
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 3/21/17, which includes a free trial of our Premium 2GB LTE ($24.99) and FreedomPop Premium Plus ($7.99). 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 $32.98. We were unable to successfully capture the original payment on 4/24/18. 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)."
As the customer's account remains active and was not downgraded nor canceled, the charges are considered valid on our end.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Out of the blue this company charges me $32.98 and $7.99! I tried this company OVER A YEAR AGO and 11/15/18 they charged me $40.97'?? This is CRAZY! I disputed the charges with PayPal because they were unauthorised. They denied the claim. This company is a scam! I want my money back!
Desired Outcome
Other (requires explanation)
I want all my money back that they stole from me!
FreedomPop Response
• Dec 03, 2018
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two devices associated with ***@gmail.com. The customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 3/26/18, which included a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus along with another LTE SIM Kit (Order #XXXXXXXX) on 3/26/17, which also included a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $7.99. We were unable to successfully capture the original payment on 4/29/17. We can also confirm a second outstanding payment in the amount of $32.98 which we were unable to successfully capture the payment on 4/29/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"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)."
As the accounts were never canceled prior to the renewal, the charges are considered valid on our end. We can now confirm the accounts were canceled on 11/15/18.
I was billed by this company 98.00 and do not have a freedompop phone or any service. Can not contact company because I don't have an account. The email address I was given on contacts page does not lead me to support. I don't have service yet was billed.
Desired Outcome
Other (requires explanation)
I want money put back in my account that they stole.
FreedomPop Response
• Nov 26, 2018
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 12/23/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited ($71.94) and FreedomPop Phone Premier ($26.94). 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 2/5/18. 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)."
Therefore as the account was never canceled nor downgraded, the account incurred a renewal charge which is considered valid.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
My bank account was drawn out with 2 amts $32.98 & $23.03
XXX-XX-XX, 11-18-18; n/a account; transaction ID# 9BGXXXXXTXXXXXXX U, $32. 98; Invoice ID# FPTX-XXXXXXXXX. Billed through PayPal account. It was linked.1-18-18, 11-18-18; n/a account; transaction ID# 5UUXXXXXXVXXXXXXH; Invoice ID# FPTX-XXXXXXXXX , $32. 98, $9.89, $23.03; Invoice ID# FPTX-XXXXXXXXX. Billed through PayPal account. It was linked.
Theses are unauthorized transactions from a closed account in April 2017 because they withdrew $103.94 without authorization.
Desired Outcome
I want my money refunded to my account. It was withdrawn from my PayPal account which is connected to my bank.
FreedomPop Response
• Dec 03, 2018
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. 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 neither of the accounts were canceled and so they both incurred a renewal charge.
Upon account review, we have confirmed an outstanding payment in the amount of $32.98 and another in the same amount. We were unable to successfully capture the original payments on 5/21/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"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)."
As the customer did not cancel their accounts, the charges are considered valid on our end. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
It seems that this company is a complete joke, run by thieves or just i
s.
I bought their 3 months prepaid sim. The sim worked initially, but then stopped. When I was trying to find out what is going on by logging into their support I was not allowed to submit a ticket because I was not subscribed to their VIP support service. The message telling me that was only displayed after I lost time typing my complaint and questions. So, they also stole my time. Are they serious trying to have me pay for a support regarding service that I payed for but did not received?
They are a waste of time and money.
*** P
On November 17th, I was charged $32.98 for a mobile plan and service that I never selected, and for a SIM card that had been deactivated for months. They've been doing this to multiple customers, and you can check on their forum that there's customers talking about unauthorized charges even a year after they left. I contacted their Twitter support and they just told me that I should have canceled the account entirely, but they never informed us that they could just change our plan and charge us whenever they want to. I'm never going to put my billing details with them again, as they are obviously not trusted, and they try to charge you for every little service that you want, and when you finally think you're safe, they cheat and just take your money and then they just say that the TOS stated this, and that they won't refund you, but I bet it doesn't say that you can just charge people money after they've been on the free plan for years, and the customer NEVER selecting that they wanted a paid plan. This is criminal, and I hope they pay the consequences.
Product_Or_Service: SIM Card
Other (requires explanation) I would like my $32.98 back, as I need that money to pay for my bills and food, and them taking my money has left me in a way worse position. I hope this may get resolved, and that this company learns not to do this to its customers.
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 ordered an LTE SIM Kit (Order #XXXXXXXX) on 2/10/17, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon further account review, we have confirmed an outstanding payment in the amount of $32.98. We were unable to successfully capture the original payment on 3/12/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Although the charge is considered valid, this has been refunded as a courtesy by our Twitter Support team. The account associated with this SIM was also canceled.
The customer can follow these steps should they wish to cancel any other account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
There is no further action needed on this complaint as the customer has been refunded and account canceled.
(The consumer indicated he/she ACCEPTED the response from the business.)
I was already refunded after I made the complaint, so I don't need it open anymore.
After over a year, I canceled my phone account and asked to have my remaining top-up credit ($4.56) returned to my credit card. I was told that too much time had passed and they would not be able to refund my credit. (It's a small sum, but it's still MY small sum.)
Other (requires explanation) I wish to have my money returned. As long as my account was ongoing, the mere passage of time should not affect the return of a money credit.
We're sorry to learn of the customer's unsatisfactory experience with us an appreciate the opportunity to provide some clarity on the matter. As all payments made by the customer to FreedomPop are considered final and non-refundable, the customer was denied a refund for the $4.56 remaining in account credit. We've take the following directly from our TOS which clearly states all payments are final and non-refundable.
"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."
Although the payment is considered valid, we have issued a courtesy refund in the amount of $4.56. We ask the customer to allow 3-5 business days for the refund to process and reflect on their end.
There is no further action needed on this complaint as the customer's account remains canceled and the refund has been honored. We thank the customer for their patience and understanding throughout this process.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have been refunded the money and am happy with the result. I do not doubt, as stated in Freedompop's reply, that I am not entitled to a refund. Like many people, I don't have time to read all the fine print that comes with most transactions. I guess my complaint was a general "fed up" response aimed at the business world at large. Also, this is my first contact with the Revdex.com and I did not realize that it
was such a formal --and in this case, effective-- process. Thank you Revdex.com.
My paypal account was charged $10 for service which I DO NOT HAVE. I cannot speak to anyone on the phone because the system is automated and tells me I need my phone number to speak with a human, and then sales just keeps transferring me to that same menu.
Other (requires explanation) I want a refund and my account info removed
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Freedom Spot 803s Hotspot (Order #XXXXXXXX) on 3/31/17, 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. 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 account review, we have confirmed an outstanding payment in the amount of $9.99 (FreedomPop Premier). We were unable to successfully capture the original payment on 5/2/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"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)
The account remains active. However, we can confirm the add-on service of FreedomPop Premier was deactivated on 11/17/18 and no further charges should be incurred for this service.
(The consumer indicated he/she DID NOT accept the response from the business.)
No email was ever sent. In addition the service has been "suspended" for months due to non use. This is very shady and I will not be paying anything to them for service that has never once worked.
Our records indicate the customer's account was suspended due to the failed payment and resumed once the payment was successfully captured on 11/17/18.
Regarding the follow-up email with the order details, we have attached a copy of their order details which was sent to the customer.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Successfully canceled service over 4 years ago, but company processed unauthorized charge for 10.99 on 11/12/18. Tried to cancel account again, receiving error message on their website. No customer support assistance to make adjustment and ensure cancellation.
Product_Or_Service: None
Other (requires explanation) Refund the amount charged for 10.99. Complete cancellation of account and remove all consumer related data from your systems.
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's account associated with *** had a sub-account for a Samsung Galaxy SIII which was canceled on 8/31/14 by one of our representatives. However, as the billing information was updated on 9/1/14, this caused the account to reactivate.
As the account remained active and was subscribed to Unlimited Talk and Text, a renewal charge in the amount of $10.99 was incurred on 11/10/18. However, we have now successfully canceled the account per customer's request and issued a refund in the amount of $10.99. We ask the customer to please allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account has been canceled and the charge reversed.
(The consumer indicated he/she ACCEPTED the response from the business.)
I was charged 45.00 on my debit card. I do not have an account with Freedom pop. My account was cancelled in 2016 and paid in full.
PRIORITY CHECKING
XXXXXXXX-XXXX
Amount: -45.00
Description: Withdrawal Bill Payment #XXXXXXXXXXXX ***
Posted Date: 11/15/2018
Transaction Type: History
Refund to my debit card for 45.00. Delete my name and information from their system.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. The customer has two device-accounts associated with ***@yahoo.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account associated with the Freedom Hub Burst was canceled on 11/9/15 and did not incur any charges thereafter. However, the customer still had the account associated with a Netgear Mingle Mobile Hotspot LTE active which continued to incur renewal fees accordingly.
Upon account review, we have confirmed an outstanding payment in the amount of $43.48. We were unable to successfully capture the original payment on 48/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above).
Although the charges are considered valid, we have issued a refund in the amount of $45 and canceled the account. We ask the customer to please allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account has now been canceled and the refund issued.
(The consumer indicated he/she DID NOT accept the response from the business.)
TrueAccord Support
To:
***
Aug 4, 2017 at 11:25 AM
***, thanks for your payment!
This is an important message for ***. If you are not them, please disregard and delete it.
Email not displaying correctly?
Skip to our message.
Congratulations, your account is paid in full!
You paid off your balance with FreedomPop and you're all set to go.
For your records, here are the details about your payment:
On Aug 4, 2017 PDT, you made a payment of $43.48 to TrueAccord. You paid with a VISA with last four digits *** and expiration date ***
Thanks for working with us!
As always, if you have any questions just reply to this email.
How did we do?
Please be aware that it may take our system up to 24 hours to process your payment. We'll let you know if there's any problem processing your payment. We apologize in advance if you receive any other communications from us during this time - you may disregard it. We appreciate your understanding.
Account Number:
XX-XX-XXXX-XXXXX The most up-to-date information about your balance is your TrueAccord account. Just click on your account number!
Copyright (c) 2017 TrueAccord
*** XXXXX
X-XXX-XXX-XXXX
Revdex.com Association of Credit and Collection Professionals DBA International
Your account number is: XX-XX-XXXX-XXXXX
Click here for more information about your balance
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THIS COMMUNICATION IS FROM A DEBT COLLECTOR. THIS IS AN ATTEMPT TO COLLECT A DEBT, AND ANY INFORMATION OBTAINED FROM YOU WILL BE USED FOR THAT PURPOSE.
THIS COMPANY MAKES A BUSINESS of cheating..This is the reason I no longer do business with them. I should be compensated for their lie.
The customer has been refunded the $45 which was incurred and their account has been successfully canceled. Therefore the customer should not incur any future charges.
We appreciate their understanding throughout this process.
No further action will be taken on this complaint as the refund has been honored and the account canceled.
Charges and hidden fees would not be refunded.
I was scammed into getting an forced upgrade SIM, $6.99 shipping and handling.
Activation fees and top up credit $10.99, disable automatic top up cost another $6.99.
So for a forced upgrade it has cost me $24.97 supposedly "free" upgrade service.
Previous credit would not be refunded either, just piled upon the "credit".
Run while you still can. They sneak in charges and changed the prices of their plans. There was no notice at all. Downgrades cost you 20 dollars. They charge you to even turn off auto to up.
Cancelled service in June 2018. Still billed and acct was never cancelled.
Acct was cancelled the day after activation because there was no service at my location. Cancelled online. Assumed is was cancelled. Cancelled account again 11/21/18 after noticing that I had been billed every month since then. Was told there was nothing they would do.
Full refund of unauthorized billing.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 5/28/18, which includes a free trial of our Premium 2GB LTE Unlimited ($24.99) and FreedomPop Phone Premier ($7.99). 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.
According to our records, this account was never canceled nor downgraded and so renewal charges were incurred until the account's cancellation on 11/21/18. The customer did have a sub-account associated with order #XXXXXXXXX which was canceled and did not incur any charges.
Regarding a refund for the charges incurred, per our TOS a customer must notify us within 30 days of the charge so we may investigate properly. If we are not notified within 30 days of the charge, it is then considered valid on our. We have taken the following from our TOS which we've also provided a like for the customer to reference when possible.
***
"If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future, including in arbitration or a court proceeding. If we determine in our sole discretion that the disputed charge was incorrectly charged and was raised by you in a timely manner, we will credit or refund the amount to you. If we credit or refund the disputed charge, you hereby agree that to the fullest extent permitted by applicable law, the dispute is fully and finally resolved and not subject to further proceedings."
Although the charges are valid on our end, we have issued a one-time courtesy refund in the amount of $32.98 for the latest renewal as the account was canceled. 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 we have honored a courtesy refund and the accounts remain canceled.
(The consumer indicated he/she DID NOT accept the response from the business.)
I cancelled the acct the day after I received the correct sim card. You can clearly see there was ABSOLUTELY NO ACTIVITY on the acct.
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 sub-account associated with ICCID: XXXXXXXXXXXXXXXXXXXX was canceled on 6/5/18 and did not incur any charges thereafter. However, the customer still had the primary account associated with ICCID: XXXXXXXXXXXXXXXXXXXX active which continued to incur renewal fees accordingly.
As the customer canceled their account on 11/21/18, we issued a courtesy refund in the amount of $32.98 on 11/28/18. Unfortunately there will be no further refunds honored.
There will be no further action taken on this complaint as the accounts remain canceled and a courtesy refund was honored.
FreedomPop phone won't work on their wireless network.Want postage paid return label,refund of $59.98 for phone.Refund of $53.33 for unused service.
My FreedomPop phone broke on October 19th 2018. I had paid $79.99 on June 20th 2018 for 1 year of service so I still had 8 months of service left on my account. I called customer service on October 19th and a salesman talked me into buying a Prestige 2 phone. I wanted to be able to use the remaining 8 months of service that was left on my account. He assured me that they could switch my old account to the new phone. I wasn't familiar with the Prestige 2 phone and wasn't sure if I'd like it or if it could handle what I needed. The salesman assured me that if I didn't like the phone there'd be no trouble returning it. I asked about the cost of returning the phone and he assured me that I wouldn't have to pay for postage and that I'd get a full refund. So I went ahead and ordered the phone.
On October 25th, I received the phone. I called customer service but got a voice recording saying I'd have to pay $5.99 a month to talk to someone. I was able to get a hold of sales again. This salesman told me that I didn't need to buy a phone, that FreedomPop would give me a refund for the 8 month I had left and told me I should return the phone. I asked if I could be transferred to someone who could help me either do what he advised me to do or switch my old account to my new phone. He forwarded the call but then I got the same voice recording that I'd have to pay to talk to someone or use their online support through opening a ticket.
I opened a support ticket and after a few messages to FreedomPop, they transferred my old account to my new phone. Everything worked on wi-fi but I couldn't get on the internet with FreedomPop's service. I tried every day for over two weeks communicating with FreedomPop through emails but nothing would work. During that time, I asked for a replacement Prestige 2 phone because I figured it must be defective. Everyday I'd have to check my email for anything from FreedomPop and follow any instructions they'd give me. After 16 days of this, I started to think, what if they send me another phone and I have trouble with it? It already seemed like forever for them to reply to my messages. I decided I didn't want to take the chance anymore with a replacement phone and told them I wanted to return the phone. I wanted a postage paid return label so I could return the phone and get refunded the entire $59.98 which includes the $9.99 for shipping that I paid for this phone that doesn't work.
It has now been a month, 32 days that I've been waiting on FreedomPop. First to get the service transferred, then to get internet to work (which it never did), and then to send me a replacement (which they should have done but never did), and now waiting for the postage paid return label.
I want to be refunded the entire $59.98 for the defective phone and I want a postage paid return label so I can send it back to them. I want a refund of the 8 months of service I lost. $79.99/12*8=approximately $53.33.
This has been dragging on so long, I'm hoping you'll be able to help me.
First I communicated with Online Service Agent *** from 10/25/18 - 11/4/18
Then I communicated with Online Service Agent *** S. 11/2/18 - currently still in contact.
I have a word document that shows the communication I've had with FreedomPop if you'd like to see it.
I want to be refunded the entire $59.98 for the defective phone and I want a postage paid return label so I can send it back to them. I want a refund of the 8 months of service I lost. $79.99/12*8=approximately $53.33.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist in providing some clarity. Our records indicate the customer was issued a Return RMA on 11/3/18 but was canceled on 11/12/18. The customer was then issued another return RMA on 11/12/18 along with having the account canceled on the same day.
However, our records according to tracking number XXXXXXXXXXXXXXXXXXXXXX indicate the device was returned on 12/3/18 which is why the return process has been longer than anticipated on the customer's end. As the tracking details suggest the customer's device reached our logistics department on 12/10/18, the device must go through our inspection process at which point a refund for the device will be issued.
Regarding the shipping cost being refunded, as the device was returned well out of the 14-day return policy, this is non-refundable. Our TOS explicitly states " Shipping and handling charges are not refundable." The customer may refer to our Terms of Service by visiting the link we've provided below.
***
Regarding the account which was subscribed to the annual plan, we ask they provide the email and phone number associated with the account so we may investigate properly.
(The consumer indicated he/she DID NOT accept the response from the business.)
Freedompop says they sent me a RMA on 11/3/18 and another one on 11/12/18. I asked for a postage paid return label on 11/7/18. I received a RMA on 11/13/18 but it didn't have postage on it so I reminded Freedompop I wanted a postage paid return label. I didn't receive a postage paid return label until 12/3/18. It took Freedompop 26 days to send me a postage paid return label.
Freedompop says I should have returned the phone in 14 days. The only way I could have done that is to pay the postage myself. I wasn't going to pay the return postage on a defective phone!
Their Terms of Service doesn't say that if you are unfortunate and receive a defective phone, you will not receive a refund for the shipping you paid. It only talks about returning and exchanging a nonworking phone which is what I was trying to do from 10/31/18 until 11/9/18 (9 days). Nine days is a long time when you consider that day after day I had to keep checking email and trying every troubleshooting steps that I could find or think of. I wasted many many hours and days on this trying to get the phone to work and then trying to get a return label. If Freedompop will not refund the $9.99, then:
BUYER BEWARE! IF YOU GET A DEFECTIVE PHONE, THE POSTAGE WILL BE NON REFUNDABLE AND YOU WILL HAVE TO WAIT 26 DAYS OF CONSTANTLY NAGGING THEM BEFORE YOU WILL RECEIVE A POSTAGE PAID RETURN LABEL OR YOU'LL ALSO HAVE TO PAY RETURN SHIPPING! THAT MEANS YOU WOULD BE PAYING $19.98 FOR PURCHASING A DEFECTIVE PHONE!
The account that had the annual plan was under ***. This account was transferred to the new ZTE Prestige 2 phone that wouldn't work. Freedompop cancelled the *** account when I told them I wanted a refund and not an exchange. The only reason I decided not to get another Freedompop phone was because it had been 3 weeks since I had a working phone and I began to fear I'd have trouble with the replacement phone.
If Freedompop will not refund the $53.33 for the unused phone service then:
BUYER BEWARE! DO NOT PURCHASE A FREEDOMPOP PHONE! IF YOU DO AND YOUR PHONE IS DEFECTIVE OR IF IT BREAKS OR YOU DECIDE YOU WANT A BETTER PHONE YOU WILL NOT BE ABLE TO BUY A NON FREEDOMPOP PHONE TO USE THE UNUSED MONTHS OF PHONE SERVICE. ONLY IF YOU BUY ANOTHER FREEDOMPOP PHONE WILL YOU BE ABLE TO USE THE UNUSED MONTHS OF SERVICE. IF YOU DON'T BUY A FREEDOMPOP PHONE, THEN YOU WILL FORFEIT YOUR UNUSED MONTHS OF SERVICE AND WILL NOT RECEIVE A REFUND FOR THE UNUSED MONTHS OF SERVICE. THIS MEANS THE ONLY WAY YOU WILL USE ALL YOUR MONTHS OF SERVICE IS IF YOU STOP USING THE FREEDOMPOP PHONE ON EXACTLY THE ANNIVERSARY OF YOUR ANNUAL PLAN!
Our records indicate the customer was refunded $49.99 and we have now refunded the shipping cost $9.99. We ask the customer to allow 3-5 business days for the refund to process.
We appreciate the customer's patience throughout this process and consider this complaint resolved as the remainder of the sum has been refunded.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for the $9.99 refund for the shipping.
I still haven't received a refund for the unused months of service worth $53.33. I would accept a $53.33 top-up credit on my new Freedompop account. The phone number is XXX-XXX-XXXX. My login is XXXXXXXXXX. It shows ***@ivr.fpop.co when I login. At least I would be able to use the top-up credit if I went over my 1GB per month.
They took money through my Paypal account 10 months after I cancelled my service with them.
I ended my services with FreedomPop December 22, 2017. This is when I emailed the company asking for my information (like PIN) to transfer to a different mobile carrier. That day, I went into my account settings and terminated services. I found out two months later, February 22 2018, that the services did NOT terminate despite me choosing to do so two months prior. I AGAIN attempted to terminate services, and it said only that it had been "downgraded". I then emailed customer service again, and was told my account was not longer active and I would not be billed for any more services. Then, on November 21 2018 was charged $20.94 from my Paypal account to FreedomPop, which I did not authorize. Below is paypal transaction:
Transaction details
Print
Subscription Payment Sent
November 21, 2018 at 4:17:56 PM PSTTransaction ID: 9SXXXXXXXAXXXXXXE
Payment Status: COMPLETED
Payment Type: Authorization
Authorization Expiration Date: December 20, 2018
Authorization amount
-$20.94 USD
We have no postal address on file
Transaction Activity Details Gross amount Fee amount Net amount
Nov 21, 2018
Payment to STS Media, Inc. dba FreedomPop Details -$20.94 USD $0.00 USD -$20.94 USD
Order details Quantity Price Subtotal
1 $20.94 USD
$20.94 USD
Purchase Total $20.94 USD
FreedomPop sent me an emails aying they had the right to do this DESPITE me cancelling service TWICE. The associate closed my help ticket before I received a response to my response email
I want a refund of my $20 sent back to my Paypal account.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 9/11/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier . These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium LTE 2GB plan and were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which has resulted in an attempted renewal charge of the service until 11/25/18 when the customer reached support and so their account was canceled by one of our representatives.
Upon further account review, we have confirmed an outstanding payment in the amount of $20.94. We were unable to successfully capture the original payment on 10/13/18. 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)."
However, as a courtesy, we have issued a one-time refund in the amount of $20.94. We ask the customer to allow 3-5 business days for the refund to process.
We can confirm the account associated with ***@gmail.com has now been successfully canceled and the refund has been honored.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the business's response and refund, and will terminate all further consumer interactions from here out.
Charged me for services that I did not want or receive.
Back in mid-May, I signed up for a free trail, period but found out that the time period INCLUDES the day they shipped it. (Who does that??) . I could not use the service on an Ipad so when I told them this, they said too bad, but we will give you a credit for this amount ($26.94) for when you DO want to use the service.(I said whatever I guess I lost that money) I told them to just cancel me. so they sent me to the webpage to do so and it would not let me, so I called them and they called me back to argue. Then on November 21st they charge me another $41.94 for services THAT I CANCELLED AND NEVER USED.
I simply want my $41.94 back ASAP.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 4/19/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium LTE 2GB Unlimited Semi-Annual to Basic 200 Semi-Annual plan on 5/9/18 and were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier Semi-Annual service active which has resulted in continued renewals of the service until 11/22/18 when the customer canceled their account online using the self-help tools mentioned above.
Although the renewal is considered valid as FreedomPop Phone Premier was never deactivated by the customer, we have issued a courtesy refund in the amount of $41.94 as the account has been canceled. We ask the customer to allow 3-5 business days for the refund to process.
As the refund has been honored and the account has been canceled, there is no further action needed on this complaint.
I was scammed. I paid for a sion and never got service. When I caked them, they merit hanging up. DO NOT USE THIS
They offered a SIM card for pay as you go service for 5 dollars to trial. I purchased this SIM *** 8, 2017. The SIM didn't work with my phone and they explained why. I thought, no big deal, I'm out 5 dollars and moved on. Almost TWO YEARS later in late Nov of 2018 I get an email that a payment has been made to them. Remember, I NEVER used their service, it didn't work on my phone. After talking with them they said it was for service of Feb 2017! I had linked my paypal account with them, that's how they got the money and they refused to refund me for services I never used. Do NOT do business with them, they are VERY hard to get a hold of. I was hung up on several times when asking about this charge because "I am not a current customer" but they charged me for service!? Explain that one.
Hi Matt, you will not be charged after canceling your account. If you feel there's been a billing error, please reach us at ***@freedompop.com with Revdex.com REVIEW provided in the subject line.
I have been trying to reach out. My problem is I never used your service and you charged me 22 months after I tried to trial your service. Not 1 or 2 months, 22 months! That is outrageous. There was never an attempt to charge me before this even though you had my payment details. I will email AGAIN and explain my frustration.
I've never used this service or company for cell service. I've never had a plan with them that I was aware of. I signed up for a trial of pay as you go service, the SIM card didn't work with my phone and I moved on. This was in Jan of 2017. Now in Nov 2018 they charge me 29 dollars for a service fee. I've never made one call, one text or used 1 MB of data with them. They refuse to refund me. I don't even have a phone number with them.
Product_Or_Service: SIM Card
Other (requires explanation) Refund me 29.08
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter.
A customer should not incur any charges whatsoever on a canceled account. However, if an account remains active and on a paid plan, then a recurring charge will be incurred.
Unfortunately we were unable to locate an account with the credentials associated with this complaint. We ask the customer to provide the email associated with the account which incurred a charge so we may investigate properly. The customer may also provide the first 4 and last 4 digits of the cc which was charged.
We look forward to the customer's response with an update.
(The consumer indicated he/she ACCEPTED the response from the business.)
I ended up getting my refund through another means. This company should be shut down. I plan to file an FTC complaint as well over how they charged me 22 months after never using their service.
I ordered a freedompop SIM and was unable to activate it and never use this companies cell service. After almost a year they charged my account. When I was able to get in contact with a customer service representatives and told them the issue they then transfered me to an automated service instead of trying to resolve my issue.
Product_Or_Service: SIM card
Other (requires explanation) Funds refund
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 11/28/16, which includes a free trial of our Global 1GB Unlimited ($27.98) and FreedomPop Premium Plus ($7.99). 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 $19.99. We were unable to successfully capture the original payment on 1/1/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"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)."
Therefore as the account was never canceled, the charge is considered valid.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
They have been taken money from my account without my permission. I've called multiple times and every time I tell them why I'm calling they hang up. My emails go unanswered. Unauthorized charges. NOT PREAPPROVED! Nov17STS Media, Inc. dba FreedomPopPreapproved Payment- $32.98Nov17STS Media, Inc. dba FreedomPopPreapproved Payment- $32.98
Other (requires explanation) Lawsuit
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 3/21/17, which includes a free trial of our Premium 2GB LTE ($24.99) and FreedomPop Premium Plus ($7.99). 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 $32.98. We were unable to successfully capture the original payment on 4/24/18. 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)."
As the customer's account remains active and was not downgraded nor canceled, the charges are considered valid on our end.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Out of the blue this company charges me $32.98 and $7.99! I tried this company OVER A YEAR AGO and 11/15/18 they charged me $40.97'?? This is CRAZY! I disputed the charges with PayPal because they were unauthorised. They denied the claim. This company is a scam! I want my money back!
Other (requires explanation) I want all my money back that they stole from me!
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two devices associated with ***@gmail.com. The customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 3/26/18, which included a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus along with another LTE SIM Kit (Order #XXXXXXXX) on 3/26/17, which also included a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $7.99. We were unable to successfully capture the original payment on 4/29/17. We can also confirm a second outstanding payment in the amount of $32.98 which we were unable to successfully capture the payment on 4/29/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"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)."
As the accounts were never canceled prior to the renewal, the charges are considered valid on our end. We can now confirm the accounts were canceled on 11/15/18.
I was billed by this company 98.00 and do not have a freedompop phone or any service. Can not contact company because I don't have an account. The email address I was given on contacts page does not lead me to support. I don't have service yet was billed.
Other (requires explanation) I want money put back in my account that they stole.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 12/23/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited ($71.94) and FreedomPop Phone Premier ($26.94). 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 2/5/18. 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)."
Therefore as the account was never canceled nor downgraded, the account incurred a renewal charge which is considered valid.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
My bank account was drawn out with 2 amts $32.98 & $23.03
XXX-XX-XX, 11-18-18; n/a account; transaction ID# 9BGXXXXXTXXXXXXX U, $32. 98; Invoice ID# FPTX-XXXXXXXXX. Billed through PayPal account. It was linked.1-18-18, 11-18-18; n/a account; transaction ID# 5UUXXXXXXVXXXXXXH; Invoice ID# FPTX-XXXXXXXXX , $32. 98, $9.89, $23.03; Invoice ID# FPTX-XXXXXXXXX. Billed through PayPal account. It was linked.
Theses are unauthorized transactions from a closed account in April 2017 because they withdrew $103.94 without authorization.
I want my money refunded to my account. It was withdrawn from my PayPal account which is connected to my bank.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. 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 neither of the accounts were canceled and so they both incurred a renewal charge.
Upon account review, we have confirmed an outstanding payment in the amount of $32.98 and another in the same amount. We were unable to successfully capture the original payments on 5/21/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"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)."
As the customer did not cancel their accounts, the charges are considered valid on our end. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".