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FreedomPop

1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511

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Reviews Internet Service FreedomPop

FreedomPop Reviews (%countItem)

The absolute WORST customer service. Indeed, there is none now and barely was any when I started using it 5 years ago. A few times, when I updated my phone and just now, when the expiration date on my CC needed updating, FP killed my account. Killed it weeks before the CC actually needed updating.
I would awake to it saying account suspended. OK, I will enter the new card which I just got. Again, weeks before it actually expires. But when I log into my account, I can to see the menu item that gets me to the page to set my credit card again. I tried different browsers and turned off all security and still will not show the section I to fix my account.
There is no human. Period. Even the email form on the web site says, no human will see it! When you go to the page about this problem, they tell you to contact them but you cannot!
In short, it is a nightmare. I stayed with them those other times because it always happens at a terrible time. This time I want to LEAVE them but KEEP the number I have had for decades (transfer) but I cannot get my account number or a transfer pin number because I cannot get to my account because FP has disappeared the account!
This is the worst run company for cell service. I am literally trying to give them money and they make it impossible and incredibly frustrating.
Now I just want to LEAVE and I can't I am trapped in no mans land.
A nightmare. I do not want to loose this number!

Will give 0 Star if possible. Worst cell phone service ever. Worst Customer Service Ever! They just keep charging people for the service they didn't deliver at all! What a bunch of petty theft.

Customer service is nothing but a bunch of liars. When they say they are issue you the refund, watch out and watch carefully to your credit card statement, you'll be lucky if you can actually get it. They just keep lying, one lie to cover another.

Stay away from this scam company!

Scam. They claim to offer limited services for free. They require form of payment in case you exceed limited services. Seems fair. So I agreed, made a couple of text messages (far below their limit of a few hundred). A month passed, and they charged me three or four dollars in "taxes". I told my payment provider, who reversed the charges, and FreedomPop canceled their "free" service. I contact FP, they scold me for not going to them first, and they blacklist from future services.

Recently ordered LTE SIM Kit - 3-in-1 - Voice/Data Bundle. Getting Error code 409 (SERVICE_ORDER_ERROR) while setting up. Also charged $20 top up
I recently ordered LTE SIM Kit - 3-in-1 - Voice/Data Bundle and selected phone number (XXX) XXX-XXXX. My account online shows I am already using the data 4% (107.21 MB / 2.49 GB of mobile data). But I am not able to use the line yet.

I am getting Error code 409 (SERVICE_ORDER_ERROR) while setting up new SIM card.

***

Also I was charged for $20 top up which I want refund. Please help.

I tried to contact customer support many times but its not working. If I am not getting response, I will have to submit a Revdex.com complaint.

Desired Outcome

Request refund of $20 topup and technical support response to fix the service error while SIM setup. if not, cancel the account and refund all charges.

FreedomPop Response • Aug 07, 2020

We're sorry to learn about the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity for the customer.

***

Having noted the customer reached a resolution via Live Chat experience, we'll proceed with taking the liberty of providing some information on the services for the customer's reference and a better experience moving forward.

To elucidate, the $20 credit charge applied on XX-XX-XXXX to the user's account was due to downgrading from the Premium 2GB LTE Unlimited to the Basic 200 Free plan.
Within our TOS the customer will find the following under the "Monthly Plans" heading:
"When downgrading to the free plan, an account balance is required to protect ourselves from fraud and leakage, as data usage can be delayed up to 3 hours."

Worth noting, the $20 credit will remain on the customer's account as long as the they don't exceed their data limit. It will only be deducted when data beyond their monthly data allotment, is used.
The customer may learn more by visiting the following link.
***

Furthermore, we've provided a link to our TOS and highly recommend the customer have a look at their convenience.
***

Regarding a line of support and for prompt assistance, the customer can contact us by reaching out via social media channels like Twitter and Community where our representatives are more than competent and ready to assist.
This can be achieved by visiting: twitter.com/freedompophelp or ***

Once again we apologize for any inconvenience and appreciate the customer's understanding throughout this process.

We consider this case resolved.

I got charge *** for Freedompop today. I haven't used freedompop for many years , but your organization thinks I owe them money.
I have been improperly charge by freedompop.

Desired Outcome

My *** to be refunded to me.

FreedomPop Response • Aug 06, 2020

We're sorry to hear 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 - 3-in-1 - Voice/Data Bundle on 04-14-2020, which included a free trial of our Premium 3GB LTE Unlimited plan and FreedomPop Phone Premier service.
These trials become paid subscriptions that are charged accordingly if not downgraded before renewal. This is disclosed before 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 review of the account associated with *** we confirm a charge in the amount of *** was applied due to the renewal mentioned above.

Due to the account being active and considered valid as it is reaping the benefits of a Premium 3GB LTE Unlimited plan, a refund cannot be honored.

However, as the customer has stated they have not used the device associated with the account, we recommend they downgrade to avoid future charges or proceed with canceling the account. They may accomplish this by logging into *** and selecting "Settings" > "Account Status" > "Cancel".

Should the customer find they are unable to cancel on their end, we request their consent to cancel on their behalf at which point a refund will be subject to approval.

Please be advised the phone number associated with the account will be deactivated upon cancellation.

We look forward to the customer's response so we may proceed accordingly.

Customer Response • Aug 07, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
FreedomPop has taken my money and not resolved anything.

FreedomPop Response • Aug 13, 2020

We're sorry to learn the customer is unsatisfied with our previous response. However, we'll be providing further details which should be more in line with the customer's request.

To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done, so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.

As mentioned in our previous response, due to the account being active and the charge applied considered valid, a refund cannot be provided.

However, as the user has expressed they haven't used the device associated with the account, we request the customer's consent to cancel the account on their behalf. If consent is given, and the cancelation is accomplished, a refund will then be subject to approval.

Having said that, the phone number associated with the account will be deactivated upon cancellation. Should the customer be looking to port-out their number, we advise them to do so before the cancellation as an active account is necessary.

We look forward to the customer's response so we may proceed accordingly.

Customer Response • Aug 18, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I have not used FreedomPop for years, but I still got charged *** for their non-existant service. They refuse to honor my complaint or do anything to resolve this issue.

Service was cancelled without my request or knowledge
This is a new complaint against Freedompop. Freedompop cancelled all three of my phone numbers without my requesting cancellation or giving me any notification this also causing me to lost the top money I had in my account which is why I wouldn't have cancelled my service. And there is no way to contact them anymore without paying money for customer service

Desired Outcome

I would like to have my service restored to my three accounts with the $15 top off credit restored to each account. I never requested these accounts be cancelled!

Customer Response • Aug 05, 2020

Accounts have been restored.

I have free service that they keep shutting off when I have a contract
I have 10 lines with free service every month they shut all my lines off until I call or email they try to bill me for fees that I do not do anything to get it is free service.I go thru this every month and its not right they are playing games because its free service they made the deal now do not want to honor it they try to discourage you and hope you will just leave it be but I wont and will not they should of never sold me a sim card with free service they try to charge my bank account fraudulently every month for fees I do not cause they just keep shutting off my service for no reason

Desired Outcome

for them to leave my service alone and be punished money wise because i am not the only one who is having these issues pure scum bag company

FreedomPop Response • Jul 31, 2020

We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.

Upon reviewing the customer's accounts under the email address *** we've found different sub-accounts.

For the sub-accounts associated with ICCIDs XXXXXXXXXXXXXXXXXXXX, XXXXXXXXXXXXXXXXXXXX, and XXXXXXXXXXXXXXXXXXXX, we have confirmed outstanding payments of ***

We found that upon completion of signup for these accounts, a subscription to a free trial with Semi-Annual recurring charge for the add-on service FreedomPop Phone Premier Semi-Annual was authorized when selecting the agreement to the terms of the service box. The customer left FreedomPop Phone Premier Semi-Annual service active which has resulted in continued attempt renewals of the service.

We were unable to successfully capture the original payment on 11-16-2018. 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 canceled. 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)."

FreedomPop requires that a valid payment method remains on file at all times, so the customer's account remains active and in good standing.

As the customer has confirmed more accounts with FreedomPop, we'd like to elucidate, there are different reasons why an account might be suspended. Sometimes the accounts might become "dormant" due to non-usage or, they can also be suspended due to a billing problem.

As previously mentioned, the information is regarding the email address *** however, should the consumer need additional assistance with another account, we request they provide us with the account(s) email address and phone number(s) associated with their current concern.

For future reference, the customer can contact us at any time by reaching us via social media channels like Twitter and Community, where our representatives are more than competent and ready to assist.
The customer may reach us by visiting: twitter.com/freedompophelp or ***
We encourage the customer to contact us through any of our Social Media channels should they ever require assistance.

We appreciate the customer's understanding throughout this process.

Customer Response • Aug 05, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
they are lying I contacted them in april they said nothing about any charges nor in may or in june either each time shutting off my service for no reason at all.I am not stupid they where all under 100% free service and I dont use them to go over they have all these little tricks and gimmicks to steal money because they cant make money on free accounts obviously they are a sg company that needs to honor the free service I signed up for and in contract instead they lie and try to steal money by using fraudulant tactics

FreedomPop Response • Aug 12, 2020

We're sorry to learn the customer is unsatisfied with our response.

Upon review of the accounts associated with *** and, *** we confirm the customer was assisted by our representatives through different support channels.

We'd like to elucidate, our representatives have explained the reason the accounts were suspended. Upon further account's review, we're able to confirm all the accounts are currently active and in good standing.

Although the customer has received assistance and clarity from our representatives, we'd like to provide some information regarding the services so that the customer may have an improved experience moving forward.

Per our TOS, which must be agreed to before making a purchase, in order to ensure the customer's account(s) remain in good standing, the consumer should connect their device at least once a month and use a minimum of 5 MBs and make 5 calls. If the minimum usage requirement is not fulfilled and there is no method of payment associated with the account(s), the accounts might get suspended.

We've provided a link to our TOS for the customer's reference. We encourage them to have a look at their convenience. They may view additional references, under the "FreedomPop Payment Terms" and the "Active and Suspended Broadband and Phone Service" section provided in the Terms link provided here:
- ***

As the accounts are active and the consumer has been informed on how they can prevent temporary suspension, there is no further action needed on this complaint.

We thank the customer for their patience and understanding throughout.

Customer Response • Aug 12, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
they are lying when I bought the sims in 2017 none of that was the agreement they should not offer or advertise 100% free service if its not just that they are crooks bait and switch frauds and are misleading people

Contract of 1-year prepaid service not restored after re-activation online of the account ***@gmail.com
Hi, after more than a month of inactivity, now even after I reactivate my account using a PC, I still get a "General Error": Oops, there was an error trying to communicate with the server. Please try again later.

I followed the whole resetting procedure by re-install FreedomPop Messaging App, put in APN, and it just doesn't work.

Besides not being able to have LTE/phone services at all, I bought 1GB per month, and when I logged in using PC, it is showing that I have just 545MB per month instead. That is not correct. And yes, I do have 6 months left (activated in *** 2020)

I attempted to file 5 tickets online, but all tickets were INSTANTLY resolved, and status is shown "solved", but NOTHING was added to my tickets.

My phone is
Phone is Samsung, J7 Model
Android 8.1, Samsung Experience 9.5

FreedomPop phone number appears to be (XXX) XXX-XXXX
The number printed on the FP SIM card is XXXXXXXXXX XXXXXXXXXX

Desired Outcome

Please reactivate my service of 1GB/month with all the extra months for the lost services since June 25th, 2020..

FreedomPop Response • Jul 22, 2020

We are sorry to learn about the customer's unsatisfactory experience with us.

We checked the account associated with email address ***@gmail.com, line XXX-XXX-XXXX and, our records indicate the customer was assisted via Community Forums by one of our representatives and provided with a resolution on 07-16-2020.

As our representative explained to the customer, we noticed the account became "dormant" due to non-usage. Our representative has reactivated the customer's account and the account should be working now.

As the customer has been assisted and provided with a resolution, we will consider this case resolved.

We appreciate the customer's understanding throughout this process.

I was charged by FreedomPop for over a year (> 15 monthes), they just refused to give me my money back
I tried FreedomPop service in December 2018, back they they are running a promotion, saying the service is for free. But to sign up and to get their SIM card, I had to register my with my credit card.

After about a month, the SIM card stops working in Jan. 2019. So I just thought the free plan expired. Hence I throw away the sim card, and didn't log back into their website any more.

I didn't realized that I has been charged *** a month since then, till June 2020, when I noticed a charge named "FPOP" on my credit card statement. Then I login to my FreedomPop account, and found out all the charging history back starting since Jan. 2019.

I emailed FreedomPop Support, and asked for 12 months refund, they refused, saying their "refund policy" will only allow them to refund 6 months. I reminded them that this isn't the service I signed up for, and I didn't agree to any charges, neither did I ever agree to their "refund policy", but they still refuse.

So far I only see 2 refunds, in the amount of *** each, issued on 6/24/2020 to my credit card. Please help me to get the rest of my money back.

Desired Outcome

I want my money back. So far they only issued 2 refund, *** each, back to my credit card on *** I want the other 10 month charges back as well, that would be *** = *** I want this *** back to my credit card.

FreedomPop Response • Jul 20, 2020

We are sorry to hear about the customer's unsatisfactory experience with us.

Our records indicate the customer ordered an LTE SIM Kit on *** Under the Free Basic plan, as they mention. However, on 12-26-2018, the customer upgraded to Global Plus 300.
This paid subscription is charged accordingly if not downgraded before their monthly renewal.
This information is disclosed before checkout and reiterated in a follow-up email that includes their order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
Within the terms of service, if downgrade or deactivation of services is not made, it will remain active and automatically renew at our then-current rates. Because no action was taken, the renewal charges were applied.

Upon checking the account associated with email address *** we noticed the customer has been previously assisted by our representatives and processed five *** courtesy refunds. Since the refunds have been honored on our end, we recommend the customer to follow-up with their financial institution.

Regarding the other refund requests, unfortunately, all payments made by our customers to FreedomPop are final and are non-refundable. Therefore, we will not be honoring such a request. We apologize for the inconvenience. The customer may reference our TOS for further information regarding payments, here:

***

We apologize for the inconvenience as no further action can be taken on the account.

Customer Response • Jul 24, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
They claimed that they've issued 5 refunds. However only 2 refunds show up on my credit card statement until today. Where are the others? I provided screenshot of my credit card statements to them already, but they just close their eyes and keep saying that they issued 5.

Besides I won't be satisfied to only 5 refunds of *** I won't be satisfied until I got all my 12 months charges back. So they still own me *** x *** =

FreedomPop Response • Aug 04, 2020

On 07/24/2020 the user was provided with the reference IDs corresponding to the processed refunds. Once more, we'd like to encourage the customer to follow-up with their financial institution and verify the status of their refunds.

Regarding the refund requests dating back to 12-22-2019, unfortunately, as mentioned in our previous message, our ToS reference that 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.

We've provided a link to our TOS where we encourage the customer to have a look at their convenience: ***

For this motive, we will not be honoring such a request.

Once more, we apologize for the inconvenience, as no further action will be taken on the account.

Customer Response • Aug 12, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
That's EXACTLY your problem: you guys fraudulently charged others for some service you didn't even render at all, then hide behind some "TOS" to deny the proper request for refund.

FreedomPOP charged my credit card without any notice, that is wrong. No communication, no notification, no alert, just keep charging and make every effort to not awake them this behavior is nothing but petty theft.

Your only redemption to make this right, is to issue the money back, to the consumer that you didn't even serve. Don't just keep telling me your TOS. Your TOS should not be a blocage for you to correct your fault.

If you keep refusing to issue me the credit, then give me your business mailing address and phone number, let's discuss this in the small claim court.

Freedompop deactivated my phone and cancelled my account because I disputed their unauthorized charge to my credit card.
In June, Freedompop deactivated my phone and made an unauthorized charge to my credit card on file. Then, for more than 2 weeks, Freedompop did not respond to my daily emails requests to reactivate my phone and reverse the invalid charge. After waiting over 2 weeks without a response from Freedompop, I disputed the unauthorized charge with my credit card company. I response to my disputing Freedompop's unauthorized charge, Freedompop cancelled my account and will not reactivate my phone.

Desired Outcome

I request Freedompop restore my account and reactivate my phone.

FreedomPop Response • Jul 20, 2020

We're sorry to learn about the customer's unsatisfactory experience and confusion regarding the charges applied to their account.

Upon checking the account associated with email address ***@gmail.com we see the customer was assisted via our Community Forums by one of our representatives and provided with a resolution on 07-16-2020.

Therefore, we will consider this case resolved.

We appreciate the customer's understanding throughout this process.

To refund a years worth of service *** that was cancelled during the renewal time. Submitted several tickets about it but comes back as "solved"
Freedom Pop charged me for a year of service (for July 2020-July2021) of *** I cancelled the account right when the renewal was taking place, and a refund is still needed of *** and still has not happened despite submitting several customer service ticket requests for this, ticket #XXXXX "Re: Cancel Account & Refund Billing ASAP of *** "

The tickets keep coming back as "solved" automatically after submitting, yet no refund has been given.

Desired Outcome

Simply having Freedom Pop refund*** for a years of service that was cancelled and is cannot be used. If the refund is given, then I am happy. That is it.

FreedomPop Response • Jul 10, 2020

We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to assist.

We've reviewed the customer's account associated with email address *** and as they has mentioned, we can confirm a charge of $62.96 on 06-27-2020.

The user was subscribed to a Preloaded Annual 1GB plan and had a method of payment associated with their account.
Within the terms of service, if downgrade or deactivation of services after the year the service, it will remain active and automatically renew at our then-current rates. Because no action was taken before the ending of the year, the renewal charge was applied.
As the user has also expressed, we can corroborate they canceled the account on 06-28-2020.

As the account has been canceled and the service will not be rendered, we've attempted the $62.96 renewal refund. We ask the customer to allow 4-7 business days for the refund to process.

The customer's understanding is appreciated.

Worst services with $35.96 *** charging fees
This is the second time that I have to report about FreedomPop. I have voicemail issues since the beginning but unfortunately FreedomPop did not fix it yet and even charged me $35.96 with *** Premium fees!!!

Desired Outcome

FreedomPop must fix my voicemail issues ASAP and refund me $35.96 immediately! Because FreedomPop even did not provide a base service for me!!!

FreedomPop Response • Jul 10, 2020

Online Services representatives regarding the Voicemail issues experienced.
We apologize for the inconvenience this might be causing on the customer's end.

As previously referenced to the customer, we are pleased to inform them that a new messaging application update that will assist with resolving the Voicemail issue will be released within the next few days.

Regarding the refund request; Our records indicate the customer ordered an LTE SIM Kit on 06-04-2020, which included a free trial of our Global 1GB Unlimited plan and FreedomPop Premium Plus service. These trials become paid subscriptions that are charged accordingly, if not downgraded before renewal. This information is disclosed before checkout and reiterated in a follow-up email, which includes their order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.

Due to the inconvenience, and in the faith of a better resolution; we attempted a $2.99 refund to the account.

If this is not the desired plan/service the user may manage their account subscriptions following the instructions on the links below:

***

We thank and appreciate the customer's understanding.

Customer Response • Jul 21, 2020

FreedomPop must restore my account immediately!!!

FreedomPop Response • Jul 23, 2020

We're sorry to hear of the customer's unsatisfactory experience with us.

Our records indicate the customer's account associated with ***@yahoo.com was canceled due to a dispute with their financial institution on 07-16-2020.

As previously mentioned, the customer ordered an LTE SIM Kit, which included a free trial, plan and service. These trials become paid subscriptions that are charged accordingly, if not downgraded before renewal. As the customer failed to downgrade, the renewal charge was processed at our then-current rates.

Filing dispute is a violation of our Terms of Service, and it generates immediate account cancellation without the reactivation option as this violates our agreement. The customer may reference our TOS for further information regarding a dispute. ***

Due to the dispute, the customer must resolve with their financial provider. Unfortunately, it won't be possible for us to reactivate this account. We apologize for the inconvenience as no further action can be taken on the account.

I was charged $100 to my debit card that was supposed to go to bills. I was not made aware of this charge at any point, and I need this money back.
I signed up for Freedompop's service under the premise that their service was free. I was not made aware at any point that there would be a $100 charge. I was shipped the sim card, and I tried it once. It did not work in the phone. I never used the phone service, therefore it is highly illogical that I be charged for a service I did not use. I seriously rely on the money that was taken from me.

Desired Outcome

A complete and hasty refund of money I did not authorize to be withdrawn, and complete cancellation and closation of all accounts on record, and to be rid of my debit card info.

FreedomPop Response • Jul 10, 2020

We're sorry to learn about the customer's unsatisfactory experience and confusion regarding the charges applied to their account.

Upon checking the account associated with email address *** we see the customer was indeed assisted via Twitter by one of our representatives.

As our representative explained. We found that upon completion of signup, a subscription to a free 14-day trial for the Premium LTE 2GB Unlimited Semi-Annual plan and the value-added service Phone Premier Semi-Annual was authorized when selecting the agreement to the terms of the service box.
Within our terms of service, if downgrade or deactivation of services at the conclusion of their free trial is not completed the service will remain active and automatically renew at our then-current rates.
Because no action was taken before the ending of the trial, the $106.36 renewal charge was automatically captured.

The customer was provided with a resolution on 07-09-2020. Therefore, we will consider this case resolved.

We appreciate the customer's understanding throughout this process.

The company shut down wireless service to my account *** without notification nor merit. There was no notice nor reasoning from the company
My service was shut down on 07/01/2020. My phone number *** was deactivated without notice nor warning. It may have been due to a charge back that I did with my credit provider due to this company billing me twice a month on an ongoing basis even though I have only one line (one account) with them. They have billed me six days after the first charge which seems extremely strange and I had previously asked them why the charge and it does not add up. They have no phone number support that I know of and I have had difficulties finding resolution with them before.

Desired Outcome

I would like for my service to be reactivated with the same phone number. And also be billed only once per month. There's no reason why this company advertises a monthly rate yet I have received multiple charges in numerous months in the same month.

FreedomPop Response • Jul 08, 2020

We're sorry to learn about the customer's unsatisfactory experience with us.

Our records indicate the customer's accounts associated with ***, was indeed canceled due to a dispute filed with their financial institution regarding charges on their FreedomPop account.

Filing a dispute is a violation of our Terms of Service, and it generates immediate account cancellation without the reactivation option. This information is disclosed and agreed upon sign up in our Terms of Service. For additional reference, the customer may refer to our TOS for further information regarding a dispute:

***

Unfortunately, it won't be possible for us to reactivate this account. We apologize for the inconvenience as no further action can be taken on the account.

Customer Response • Jul 10, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept this as a response as your company did not notify me in writing nor contacted me regarding the chargeback. When your company double bills for 1 line in a month your company should take accountability in your actions.

I should not be billed six days after the previous months for multiple months when you advertise a single rate per month. Is your company operating a scam?

FreedomPop Response • Jul 13, 2020

We're sorry to learn about the customer's confusion regarding the charges applied to their account.

Our records indicate the customer's accounts was subscribed to the Free basic plan. They were charged a $3.64 monthly fee for Regulatory and Recovery Fees. However, on XX-XX-XXXX the customer added the FreedomPop MMS and Group Messaging service, which caused a $2.14 charge.

As we've previously explained, filing a dispute is a violation of our Terms of Service. As it generates immediate account cancellation, and it won't be possible for us to reactivate this account.
FreedomPop´s Policy states that if a customer has concerns with billing, shipping, or tech issues to please contact our customer support team for assistance before contacting their financial institution to receive proper assistance and to avoid account cancellation.

Within the terms the customer agreed to, it does clearly state the following under the "Credit Card Chargebacks" heading:

"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services"

We've provided a link to our TOS here, we encourage the customer to have a look when possible.
- ***
We apologize for the inconvenience as our stance remains as is due to the disputed filed.

Customer Response • Jul 19, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
Freedompop,

The problem is that I have contacted your support multiple times stating that I should not be double charged for one line in a month.

When your customer support said that the charges are legit then I have no other choice besides a chargeback. All my other wireless carriers only bill me once a month for services. Your service bills twice within a six day timespan.

Your service has NOT explained why your billing has doubled billed me multiple months within a six day timespan. That does NOT include the #2.14 which I did spend. I am referring to the $3.64 in a six day timespan.

Attempting to Cancel Service with FreedomPop... still getting billed.
I was researching options to provide my grandfather with internet service at his house at the start of the coronavirus pandemic in March. I looked at service with FreedomPop as an option. Attempted to purchase a plan through them and received several error messages during the sign-up process. At that point, I decided against using this company as it seemed to be wrought with technological challenges. However, I received a SIM card kit in the mail two weeks later and a charge for $29.98 appeared on my card from the company.

Received follow up from FreedomPop through their support website. They found I had signed up for an LTE 3-in-1 SIM kit, which was listed as "pending" the $29.98 amount was refunded after I explained the above situation and stated that I would like to cancel my service. I was advised not to make any changes to my account (I didn't make any changes) so that the account would remain in "pending" and no further charges would be made.

I have since received two additional charges for $29.98 to my card and the support site I was using to rectify the situation is no longer responding to messages. I have not used any data or made any phone calls using the SIM kit sent to me and with money tight due to the pandemic, I am concerned that I will continue to be charged and be required to change my credit card number or some other similar measure to resolve the issue.

Desired Outcome

My primary resolution I am requesting is a refund in the amount of $59.96 and no further charges to my card. I would encourage FreedomPop to design a better system for supporting customers that allows their customers to reach a person without having to jump through several hoops.

FreedomPop Response • Jul 08, 2020

We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist.

As the consumer has remarked, our records indicate they contacted us back in 05-01-2020.
We've checked the account associated with email address *** and, we noticed the two additional $29.98 renewal charges applied on 05-25-2020 and 06-25-2020.

Upon further review, we noticed these charges were applied erroneously, due to a technical issue within this account. We apologize for the inconvenience this might have caused to the consumer, we've attempted a refund of $59.96. We ask the customer to allow 4-7 business days for the refund to process.

If the consumer has questions or concerns, they can contact us at any time by reaching us through our free support via social media channels like Twitter (***) and Community *** where our representatives are more than ready to assist.

We thank and appreciate the customer's understanding throughout this process.

I have been trying to contact this company via their online ticket method. It is the only way available. I want to cancel my account, but get a refund on a credit of $18.78 first. Each time I email them I get a computer generated response that says solved, low priority. The company is not even opening my emails. Many others have this same complaint. The company is keeping credits due back to customers. There is no phone number to call and this no response email. I would like my refund and my account cancelled.
Product_Or_Service: Cell phone service
Account_Number:

Desired Outcome

Other (requires explanation) I would like my $18.78 refund ASAP and I would then like to close this account and receive confirmation that it is done.

FreedomPop Response • Jul 08, 2020

We are sorry to learn about the customer's inconvenience when attempting to contact us.
We like to elucidate that we do offer support via social media at *** and ***

Regarding the refund request dating back to 12-19-2018, unfortunately, all payments made by our customers to FreedomPop are final and are non-refundable. Therefore, we will not be honoring such a request. We apologize for the inconvenience. The customer may reference our TOS for further information regarding payments, here:

***

Since the user has expressed their desire to cancel the account, they may cancel it at any time by logging into my.freedeompop.com and selecting "Settings" > "Account Status" > "Cancel".
However, should the customer be unable to cancel on their end, we request their consent to cancel on their behalf.

We apologize for any inconvenience this has caused and appreciate the customer's understanding.

Phone # stopped working, new one can't be issued, I can't log in, it's been a month with NO SERVICE. Customer support doesn't respond.I demand aRefund
I bought this SIM card, upgraded to the 5GB plan. One month ago, my phone number stopped working. I get prompts to pick a new number and receive error CODE 409 if you need help email. I emailed June 8th, after experiencing this for three weeks. Stock responses that they are working on it. On June 16th they direct me to request (#XXXXX) that has been updated but I have to log on in order to respond. I CANNOT LOG ON because the phone number that is my log in is where they send the confirmation and that phone number isnt assigned to me anymore. I cannot log in in order to contact customer service. This is absurd. I demand a full refund! $53.94 for the SIM (9/26/19) + $9.99 to port my number (9/30/20) + $10 + $10 (10/23/19) + $20 (1/25/20) + $142.28 (2/1/20) = $246.21 TOTAL REFUND REQUESTED. Repeat $246.21 is the amount of refund I am requesting.

Desired Outcome

I demand a full refund! $53.94 for the SIM (9/26/19) + $9.99 to port my number (9/30/20) + $10 + $10 (10/23/19) + $20 (1/25/20) + $142.28 (2/1/20) = $246.21 TOTAL REFUND REQUESTED. Repeat $246.21 is the amount of refund I am requesting.

FreedomPop Response • Jul 08, 2020

We apologize for the delay in our response, our records indicate the customer was assisted via our Online Services support team by one of our representatives and provided with a resolution on 07-07-2020. Therefore, we will consider this case resolved.

We appreciate the customer's understanding throughout this process.

Always have to reset my phone for calls. Quality was really bad, worst carrier I ever have. Charged me $6.99 to port out. FreedomPop also held my number for 4 days before they released it to my new carrier.

Freedompop must active my number: ( XXX)XXX-XXXX immediately and also refund $10 after they has broken their promise!
I transferred my existing phone number: (XXX)XXX-XXXX to Freedompop on June 4, 2020 and charged me two fees $9.99 and $10.99, but unfortunately I still could not use my phone services at all! I really need make phone calls, texts and this is my only phone and number which I have! Freedompop must active my number immediately and also refund $10 after they did not do anything about the activation as they promised on June 7, 2020!

Desired Outcome

I transferred my existing phone number:*** to Freedompop on June 4, 2020 and charged me two fees $9.99 and $10.99, but unfortunately I still could not use my phone services at all! I really need make phone calls, texts and this is my only phone and number which I have! Freedompop must active my number immediately and also refund $10 after they did not do anything about the activation as they promised on June 7, 2020!

FreedomPop Response • Jun 17, 2020

We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity regarding their port-in case.

We've carefully verified the customer's account associated with email address *** and, our records indicate their port-in has not yet completed; however, we have escalated this to our Porting team.

Our team has confirmed that we are awaiting a response from the previous carrier. We'd ask the consumer to seek an update from their previous carrier.

We apologize for the inconvenience and appreciate the customer's understanding throughout this process.

Customer Response • Jul 30, 2020

This is the third time that I have to report FreedomPop. FreedomPop canceled my account on July 16, 2020.
This is the third time that I have to report FreedomPop. FreedomPop canceled my account on July 16, 2020 after I already paid 12-Month Prepaid Plan - 3-in-1 LTE SIM Kit - Unlimited Talk, Text, & 1GB Data, because they overcharged me $35.96 once.

FreedomPop Response • Aug 04, 2020

As the customer expressed, our records indicate the account associated with *** was canceled due to a dispute with their financial institution on 07-16-2020.

We're able to see the customer ordered an LTE SIM Kit on 06-04-2020, which included a free trial of our Global 1GB Unlimited plan and FreedomPop Premium Plus service. These trials become paid subscriptions that are charged accordingly, if not downgraded before renewal. This information is disclosed before 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.

Filing dispute is a violation of our Terms of Service, and it generates immediate account cancellation without the reactivation option as this violates our agreement. The customer may reference our TOS for further information regarding a dispute. ***

Due to the dispute, the customer must resolve with their financial provider. Unfortunately, it won't be possible for us to reactivate this account.

We apologize for the inconvenience as no further action can be taken on the account.

Customer Response • Aug 06, 2020

(The consumer indicated he/she DID NOT accept the response from the business.)
FreedomPop must take all of responsibilities for what they has done to me ( FreedomPop's fault since beginning ) especially canceled my account without offering the account number and pin, how I can transfer/port out my phone number??? Why I should lose my money and phone number as a customer??? Where is my consumer rights, because FreedomPop took it all over the law!!!

They do not respond to emails, support tickets anything. At this point, I think they have gone out of business or are in the process. They owe me for un-used credits. Don't waste your money they don't actually want to provide service to customers.

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Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511

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