FreedomPop

This user was charged $15 for a top-up on 9/1/17 for coming within 100 MB of his data allotment of 500MB per month as specified in our terms located on our website ***
Users can be enable/disable the automatic top-up at any time on the user's end - disabling causes the device to suspend upon reaching their data allotment and enabling allows the customer to incur an Auto Top-Up for additional data usage beyond their selected plan. To complete this, the user would need to log into their account to disable the top-up. You can find instructions on how to do disable the top-up and many other support topics here - ***.
As a courtesy, we have provided a $15 refund to the customer, but the customer should follow the instructions contained in this response if they would like to turn off auto top-ups.

FreedomPop is aware of a small bug that caused some customers not to be able to downgrade for a short period of time, and the customer should have received the refund earlier. We have refunded the user the charges. We sincerely apologize for the inconvenience placed upon the customer. If the user would like to cancel their account, please respond to this ticket or the user can log into their account to cancel service.

Below is a list of charges associated to the customer:
6/15/17 - $66.98 - The customer signed up for service and paid $59.99 for a hotspot and $6.99 for shipping. The order included a 1-month free trial of our Casual 2GB Plan ($19.99 after the trial expires) and 1-month free trial of our Premier add-on service ($5.99 after the trial expires). These trials become paid subscriptions 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.
7/6/17 - $15.00 - This charge was due to the customer coming within 100MB their data allotment. FreedomPop users must have an active data plan to utilize services. FreedomPop enables all users to disable/enable automatic top-ups. Enabling allows the user to continue using their device when they run out of data by adding credit to the account, an additional Top-Up will not be incurred until the credit runs out. If the user disables the automatic top-up feature, then the account is suspended upon reaching the plan's data threshold. This is described in our terms and agreed to prior to sign-up on our website located at https://www.freedompop.com/service_plan_terms.htm.
7/12/17 - $15.00 - The customer used their previous top-up amount and was charged for top-up. This charge was refunded to the customer as a courtesy, and the customer disabled auto top-ups.
7/17/17-- $25.98 - The customer did not downgrade their account to FreedomPop's Free Plan and was appropriately charged for the Casual 2GB Plan and the Premier add-on service. However, this charge to the customer failed.
7/23/17 - $25.98 - The customer did not downgrade their account to FreedomPop's Free Plan and was appropriately charged for the Casual 2GB Plan and the Premier add-on service. This charge was successful.
8/17/17 - $25.98- The customer was charged for their monthly subscriptions the Casual 2GB Plan and the Premier add-on service. This charge was successful.
8/17/17 - $1.99- The customer went over their data allotment of 75MB and was charged for the overage.
9/17/17 - $25.98- The customer was charged for their monthly subscriptions the Casual 2GB Plan and the Premier add-on service. This charge was successful.

The customer can downgrade their plan and add-on services anytime by logging into their FreedomPop account. For information on how to downgrade add-on services, please view this link in our support forum https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade%20add-on.
For information on how to downgrade plans, please view this link in our support forum https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade%20add-on.

As a courtesy, we have refunded 1 month of service to the customer for $25.98. The customer will need to downgrade their plans and add-on service to avoid monthly fees.

We previously requested that you email ***@freedompop.com with the detailed information. We have not received an email from the customer up to this point. Please do so as that is monitored by corporate staff that can further assist the customer.

The customer emailed FreedomPop on 9/1/17 with an inquiry into the charge. We responded to the customer explaining the charges and how to downgrade their service. We did not refuse a refund to the customer as we only explained the charges at the time because the customer seemed confused on what the charges are for.
The customer downgraded their accounts where they incurred a $5 charge to keep a credit on the account. FreedomPop requires a credit on a customer's account to cover the customer in the event the customer exceeds their data limit. On 9/7/17, we confirmed the customer downgraded their plan, and we processed a refund to the customer for two charges of $29.98 each back to the customer as a courtesy.

On 9/8/17, we were notified of the chargeback the customer placed, and we won the chargeback. Per our terms of service, a customer must contact us directly to dispute a charge in order for us to investigate and determine if a refund is warranted. Additionally, our terms indicate that not doing so and disputing directly with the bank will result in a terminated account. As a result of this, the customer's account was cancelled on 9/8/17.

Even though FreedomPop's current policy states that the customer must return the device within 30 days for a refund, we will extend the time limit to allow the customer to return their devices. We have processed 2 RMAs - XXXXX and XXXXX. The customer will receive emails with instructions on how to return their devices.

Additionally, we have processed 2 refunds of $5 back to the customer for their account credits since the user was never able to use these credits.

Our records indicate the customer signed up on 3/26/17 for a free trial of our MMS and Group Messaging Service through an in-app message we sent to the customer. The promotion clearly states that it is a trial, and the customer will be charged $4.48 each month beginning on their next billing cycle if the customer does not downgrade this add-on. For the customer to add the trial, it is required that the customer click "activate" to opt in.

FreedomPop's terms located at *** (which are agreed to prior to checkout) state the customer "must notify us within 30 days after the date on which the disputed amount has been charged to the your registered payment method... 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." The customer notified us that he did not want this service on 9/15/17, and we refunded the customer $4.48 for the last 30 days of service per our policy.

Nevertheless, we have reviewed the customer's account, and we can see that the customer did not utilize data for these billing periods. Because we are committed customer satisfaction, we have made an exception to our dispute policy and issued 15 additional refunds of $4.98 back to the customer.

Our records indicate the following accounts:
Under email ***@gmail.com we show the following accounts:
On 9/15/17, there was a failed activation charge of $10.01 for an activation fee and $10 credit. This charge did not go through.
On 8/9/17, the customer paid $.01 to activate a SIM. The order included a 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($89.94 after the trial expires). The trials become paid subscriptions 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. We received the email from the customer on 9/7/17, and we responded to the customer and asked for permission. The customer did not respond back, and the customer was charged $89.94 on 9/12/17. We deactivated this device so that the SIM could be reactivated on a monthly plan.
On 8/9/17, the customer paid $.99 to activate a SIM. The order included a 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($89.94 after the trial expires). The trials become paid subscriptions 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. We received the email from the customer on 9/7/17, and we responded to the customer and asked for permission. The customer did not respond back, and the customer was charged $89.94 on 9/12/17. We deactivated this device so that the SIM could be reactivated on a monthly plan, and the customer was refunded on 9/21/17. We apologize for the delay on this account
Under email ***@gmail.com we show the following accounts:
On 9/15/17, the customer paid $.01 to activate a SIM, added a $10.00 credit, and activated the SIM on the free plan. The customer had the option to remove the credit prior to hitting purchase. The customer was refunded the full $10.01 on 9/20/17. There was a failed charge on the account which is why the support rep was under the impression that the 2nd SIM was not activated.
On 9/15/17, the customer paid $.01 to activate a SIM, and activated the SIM on the free plan. The customer had the option to remove the credit prior to hitting purchase. We provided a refund on 9/25/17 of the $.01 activation fee.

We apologize the customer felt there was a long delay for refunds, but we must take each support ticket in order. All accounts have been cancelled per the customer's request. We wish the customer the best in their future endeavors.

Our records indicate the customer ordered a LG Tribute 2 on 8/12/17, the order included a 1-month free trial of our Premier add-on service ($9.99 after the first month). Trials become paid subscriptions 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.

Since the customer did not remove the add-on subscription prior to their next billing cycle, we appropriately attempted to charge the customer $9.99 on 9/14/17 for their next billing cycle. However, the charge failed, and the customer's account was placed into a "suspended" status as FreedomPop requires an active payment method on the account.

If the customer wishes to continue utilizing their free service, they must add a valid payment method on their account. We have removed the Premier add-on service from the customer's plan.

There are actually many service providers that split this information into different links to allow the customer to find the information they are looking for quickly. This is very standard.

While the customer states that he has asked us to close his account on multiple occasions, the original desired resolution of this complaint was for the customer to resume the free service.

All customers must have a credit card on file to participate in the free plan. The free plan is not unlimited; therefore, the credit card is necessary in the event the customer goes over their allotment of our services. It also allows the user to easily upgrade plans and add-on services.

We have cancelled this account per the customer's request and the customer will incur no further charges for this account.

Our records indicate the user ordered a LTE SIM on 8/16/17. The order included a 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($89.94 after the trial expires). The trials become paid subscriptions 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. Since the customer did not downgrade their plan prior to expiration of the trial, we appropriately charged the customer $89.94 on 9/18/17.

We do show that the customer cancelled their account on 9/19/17. As a courtesy to the customer, we have refunded $89.94 back to the customer.

We apologize for any difficulties incurred while trying to contact customer service. However, the customer attempted to speak with an inbound sales representative. The sales representatives are trained for incoming sales requests only. The sales representative transferred the customer back to the IVR to speak with customer service. FreedomPop requires a VIP add-on service to speak with a representative via phone; customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/.

Our records indicate the customer signed up on 3/26/17 for a free trial of our 1GB Plan through an email promotion that we sent the customer. The promotion clearly states that it is a trial, and the customer will be charged $19.99 each month beginning on their next billing cycle if the customer does not downgrade their service. For the customer to add the trial, it is required that the customer open the email and click "activate" to opt into this trial. The customer successfully downgraded this service on 6/26/17 and made no request for refund at this time. However, due to a bug in the system, the customer was charged $19.99 for the next 3 billing cycles

The customer notified FreedomPop of this, and we refunded 3 charges of $19.99 back to the customer on 9/19/17. FreedomPop's terms located at https://www.freedompop.com/service_plan_terms.htm (which are agreed to prior to checkout) state the customer "must notify us within 30 days after the date on which the disputed amount has been charged to the your registered payment method... 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. Since the 3 previous charges occurred from 4/7/17-6/7/17, our customer support representative was unable to credit back the previous charges.

Nevertheless, we have reviewed the customer's account, and we can see that the customer did not utilize the data for these billing periods. Because we are committed customer satisfaction, we have made an exception to our dispute policy and issued 3 additional refunds of $19.99 back to the customer.

Our records indicate the user ordered 2 LTE SIMs on 8/14/17. The orders included a 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($89.94 after the trial expires). These trials become paid subscriptions 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. Since the customer did not downgrade either plan prior to expiration of the trial, we appropriately charged the customer $89.94 on 9/18/17.

We have reviewed our records, and we do not see an attempt by the user to cancel their service. The first contact we show from the customer is from 9/18/17 in which the customer requested a refund. Even though the charges were valid, as a courtesy, we previously processed two refunds of $89.94 for the charges on 9/14/17, and we cancelled their account per their request. This account will incur no further charges.

Our records indicate the user ordered 2 LTE SIMs on 7/2/17. The orders included a 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($89.94 after the trial expires). These trials become paid subscriptions 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. At the expiration of the trial, we charged the customer $89.94 on 9/18/17.

However, we have reviewed the customers records, and it appears that he contacted us stating that a SIM card was lost. The support agent cancelled one account, but it appears the other account is still open. We have refunded $89.94 back to the customer, and we have cancelled the account. We apologize for any inconvenience that may have occurred from this situation.

We apologize for the misunderstanding, but our notes indicate that the customer spoke to an agent and stated that the SIM card was lost. The customer, also, stated in the original complaint that he had not received anything. Our apologies if this is incorrect.

We are remorseful about the customer's unpleasant experience, but we disclose trial subscription details 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.

Unfortunately, as the customer was previously refunded, there is nothing else we can do for the customer at this time.

Hello *** we're glad to know you are enjoying FreedomPop. We hope this continues to be the case. Thank you for your review.

Our records indicate the user ordered 2 LTE SIMs on 5/19/17, the order included a 1-month free trial of our 2GB LTE Unlimited Plan ($24.99 after the first month) and Premium Plus add-on service ($7.99 after the first month). These trials become paid subscriptions 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. Both accounts were appropriately charged $32.98 on the user's next billing cycle.

If the user did not purchase these SIMs, then the customer's credit card information may be compromised. However, our records show the email address the customer used for the complaint is the same email address provided at signup - which is also where FreedomPop sent 2 order confirmation emails to. Also, the address indicated on the user's complaint is the same address FreedomPop has on file and the same location where the 2 SIM cards were shipped to. Additionally, when the customer originally contacted FreedomPop about the charges, the customer stated that they did not use the device. The customer later claimed that she did not order these.

While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/.

FreedomPop's policy states that the customer needs to contact us within 30 days to dispute any charges to their account. The first charge occurred on 5/19/17, but the customer did not contact us until 8/28/17. We two refunds of $32.98 on both accounts. While FreedomPop believes the charges are valid, as a courtesy to the user, we provided two additional refunds of $32.98 each back to the user.

The failed charge of $7.99 occurred on 4/18/17 for the customer's monthly auto recurring Premium Plus plan. FreedomPop may use various means to recover monies due. If FreedomPop retains a collection agency or takes legal action to collect monies due on your FreedomPop Account, you agree to pay all costs and expenses of collection incurred by FreedomPop, which may include reasonable attorney's fees and collection agency fees which may be based on a percentage of the amount owed, up to a maximum of 25%, where permitted by applicable law. This information is in our Terms (https://www.freedompop.com/service_plan_terms.htm.) which the customer agreed to prior to signing up for service.

As a courtesy, we have removed this individual from the collections list and the account is cancelled.

We apologize. Our contact for True Accord is no longer with the company. Our request happened in the middle of his departure and was not completed. We have confirmed with our new contact that this customer has been removed from collections. Please see the attached screenshot.

The $0.01 charge is an Account Maintenance fee as disclosed in our Terms of Service located here - https://www.freedompop.com/service_plan_terms.htm. If a FreedomPop customer chooses the Free Monthly Broadband Plan or the Free Monthly Phone Plan and does not make a payment for excess usage, Value Added Services, or Other Services in any particular month and uses less than 5mb or make fewer than five (5) calls in any given month, FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active. FreedomPop's terms are agreed to by the customer prior to signing up for service. Since the customer's account met these qualifications, a $0.01 account maintenance fee was charged to the customer.

FreedomPop's policy states that if a customer has concerns with billing, shipping or tech related issues to please contact our customer support team for assistance before contacting your financial institution to receive proper assistance and to avoid account cancellation. For more information you can refer to FreedomPop's Service Plan, Equipment and Payment Terms under "Credit Card Chargebacks": https://www.freedompop.com/service_plan_terms.htm. Since the user disputed the charge with bank directly, the account was cancelled. The user must work through their financial institution to dispute the chargebacks.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/.

As the account is cancelled, no further charges will incur on this customer's account. Additionally, there are no failed charges on the account that would cause the customer to go to a collection agency.

Our records indicate the customer purchased a Netgear 341U USB Modem on 5/20/16. As this device is outside of our 90-day exchange policy by 13+ months, we will not issue a refund for this service. Our terms are located at https://www.freedompop.com/service_plan_terms.htm.
Additionally, the customer's device is currently being used on a consistent basis. The customer has already used 310MB of data for this month's billing cycle.

The last time that the customer purchased an additional data package for this hotspot was on 7/28/16. As it has been over a year since the customer made the purchase, we will not provide a refund.

While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. As a courtesy to the customer, we have refunded $3.99 for this month's VIP service charge.

We do not show any record of a $39.99 charge on the customer's account for any device or service. If the account is located under a different email address, please provide that email address so that we may investigate.

We are sympathetic to the customer's concerns; however, the customer has not had a data rollover package turned on since 2016, and that data rollover package was not even on the appropriate device. Unfortunately, there is nothing further we can do to assist this customer unless he needs further help troubleshooting issues with his devices.

Hello ***, thank you for your review. We're glad to know you've been assisted when needed. Please keep in mind you are always more than welcome to reach out for assistance at our Community. You may do so by visiting *** We hope you continue to enjoy FreedomPop and all it's services.

Our records indicate the customer ordered a LTE SIM on 7/26/17, the order included a 1-month free trial of our Premium 2GB LTE Plan. This trial becomes a 6 month paid subscriptions if not downgraded prior to renewal. This is disclosed on the pop-up modal and indicated to the customer prior to checkout. However, due to an error, the same disclosure did not make it on to the customer's receipt.

Due to this error, we processed a refund for $89.94 back to the customer. We also downgraded the customer's account to the free plan. We apologize for the inconvenience and appreciate the customer for bringing this to our attention.

We are sorry to hear about the customer's unpleasant experience. We show the customer emailed FreedomPop on 8/23/17 stating that they ordered 2 hotspots but only wanted one hot spot. We were able to cancel the order for one hotspot, but due to a technical issue the refund did not process back to the customer's account. We processed a refund for $19.99 on 9/15/17.

The customer later emailed and stated they wanted to cancel both devices. We were not able to stop the second device from shipping. Once our third-party warehouse accepts the shipment, it is impossible to stop the process. We informed the customer to refuse the device, and the refund would process 3-5 business days after the device is received back to our facility.

The device was not refused and was delivered to the customer on 9/1/17, and the tracking number is XXXXXXXXXXXXXXXXXXXX. As a courtesy, we have processed a refund of $19.99 on 9/15/17 for this device. Both of these accounts are in a cancelled status. The user should not incur any further charges on the account.

On 8/16/17, the customer purchased 2 SIMs from FreedomPop - the prices of the SIMs were $0.99 and $13.98 respectively.

For SIM XXXXXXXXXXXXXXXXXXX, the customer was charged $15 on 8/28/17 for an automatic top-up as the customer went over their data allotment. FreedomPop provides the ability for all users to disable/enable automatic top-ups. Enabling allows the user to continue using their device when they run out of data by adding credit to the account. If the user disables the automatic top-up feature, then the account is suspended upon reaching the plan's data threshold. This is disclosed in our Terms prior to checkout. Instructions on how to disable top-ups are found here in our support website - https://support.freedompop.com/app/answers/detail/a_id/2676/kw/automatic%20top.
We educated the customer regarding automatic top-ups and provided a refund of $9.12 for the unused data from the top-up on 8/31/17. This account remains open.
For SIM XXXXXXXXXXXXXXXXXXXX, the customer downgraded their plan. We require a $5 credit on a customer's account to cover the customer in the event the customer exceeds their data limit. The customer chose to cancel this account. As the customer did not utilize this credit prior to cancelling, as a courtesy to the customer, we have refunded the $5.00 credit.

We processed a refund for $9.99 for one of their SIMs and $.99 for the other SIM. Customers have at least 3 options at sign-up. Customers have the ability to choose our free plan, our trial plan or an annual plan. These charges are clearly marked prior to the customer placing any orders. FreedomPop's process allows the customer to purchase an additional SIM for $0.99 post checkout. The customer may have inadvertently clicked on this offer to receive the second SIM, but we do not send or charge for an additional SIM without the customer's consent. Additionally, the customer would receive 2 receipts with the charges clearly stated after their purchase.

While the customer states that they did not use the device, we have data records of the SIM being used from 8/19-8/29 which resulted in the customer going over their plan by 295MB. While the charges for usage are valid, we have refunded the addition $5.88. throughout the e cannot refund the remaining amount of the $15 charged beyond the $9.12 we previously refunded as the customer went over their data allotment by 295MB. The automatic top-up is disclosed in our terms of service which were agreed to prior to signing up.

Also, we noticed the customer left one of their SIMs active and was appropriately charged $27.98 for not downgrading their subscription prior to renewal. The customer chose the trial plan when purchasing their SIM. The trials become paid subscriptions 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. We have refunded the customer for this charge and closed their account per their request.