FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
Phone: |
Show more...
|
Web: |
|
Add contact information for FreedomPop
Add new contacts
ADVERTISEMENT
A requirement to stay on the 'free plan? is to downgrade service from the trial they offer you of the more expensive plan. However, I'm downgrading you must add a top up balance ($10-$15) in case you go over the free plan use. Makes sense, however, when you cancel service this is not being refunded to me even though I have never gone over the free plan! I should be refunded for it because I never needed to use it. They should also not call it a free plan if you have to upload money you will never see again!
Product_Or_Service: Freedompop free plan
Other (requires explanation) I wish for my money to be refunded as I never went over the free plans allowance. I also wish for Freedompop to no longer advertise their plan as being free if you have to pay for a top up balance you will never receive back!
We do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set between $15. If a customer does not use any data beyond their overage, the $15 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
However, a refund in the amount of $15 was issued on 6/17/19, as a courtesy for the account associated with Netgear Unite Mobile Hotspot (***).
As the refund was honored, we will consider this case resolved. However, should the customer feel otherwise, they may reply here and we will address their follow-up.
Keep paying for their services yet they failed to deliver.
I had been using their CDMA services by using my unlocked iPhone 6 plus since 2015. I paid my bill on time (as it's by autopay) without any delay. My iPhone 6 plus stopped working in April 2019 so I got myself a brand new unlocked iPhone 6s as a replacement. However, FreedomPop kept telling me they were unable to transfer the service to my new phone. I contacted Apple and they sent me another new phone to try. However, Freedompop told me there is an error "financial eligibility" when they tried to activate my phone. My phone is brand new, unlocked and paid off. I don't see why there's any financial eligibility from my side. I entered the IMEI of my new phone to Sprint BYOD and Red Mobile BYOD pages. They both showed that my phone is eligible to their CDMA services. In the meantime, I asked FreedomPop whether they can suspend my account without billing it until they can activate my phone. They declined my request. While I was waiting for them to fix this CDMA issue, I paid for their GSM premier service. The billing page showed that their premier service includes tethering. After I subscribed for this service, the tethering service is actually non existed. I contacted their FreedomPop about it and requested for a refund as it is considered fraud of misleading by advertising something that they can't provide, their customer service simply declined my request. Long story short, I am paying for two different services to FreedomPop yet they both fail to deliver. That's the reason why I feel the need to file this complaint to Revdex.com.
For the CDMA service, I requested them to transfer it to my new phone. For the GSM service, I requested them to issue me a refund of their premier service and put me back to their data rollover service.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on each matter. However, in order to do, we ask the customer for their cooperation in providing the account email associated with each device so we may provide a proper investigation.
We look forward to their response so we may assist in a timely manner.
(The consumer indicated he/she DID NOT accept the response from the business.)
The email address that was associated with my account was ***@gmail.com. The phone number was ***. I cancelled the service to avoid paying further. I would like to get refund instead. Thanks!
We thank the customer for their cooperation in providing the account's information. Our records indicate the customer's request to transfer their data from XXXXXXXXXXX to XXXXXXXXXXX was successfully completed on 7/22/19. Upon honoring the customer's request, they were also informed of the FreedomPop Premium Plus service remaining active. The customer then canceled this service.
Therefore, we have now issued a refund of $10.98 for the billing cycle of 7/4/19 - 8/4/19. We ask the customer to allow 4-7 business days for the refund to process. We apologize for the inconvenience as no further refunds will be honored.
We can confirm the account remains canceled and has no longer incurred any charges.
Regarding the account associated with phone number *** (MAC ID: XXXXXXXXXXXXXXXXXXXX), our records indicate everything is in good standing with data usage being reported. Therefore, there is nothing more we can do to this account.
We will consider this case resolved. However, should the customer feel otherwise, they may reply here and we will address accordingly.
(The consumer indicated he/she ACCEPTED the response from the business.)
I expect they will issue me the refund since April 2019 but they only refunded one month of service. It's better than nothing.
No telephone service and ineffective customer support
Phone which was provided by company does not reliably work and cannot be depended upon since I received it from the company. The company had promised free service of 200 minutes per month for phone calls and 500mb per month for data and text messaging. Whenever this phone is used (as a backup service) it is a toss-up as to whether it will work or not. Customer support is via email or website only. My latest effort via email was ineffective and according to their representative his answer to my problem was a canned reply and then he wrote at the bottom of his reply that issue was "Solved". I disagree since after following his short instruction my phone still does not work and has the same issue.
Email support is ineffective when it comes to a technical issue such as cell phones. Therefore the company should offer technical support via telephone at no charge. I'd like to speak with somebody at the company without being charged a fee. At the present they are offering a free telephone that doesn't work most of the time. It's a deceptive business practice in order for them to charge a fee for telephonic technical support.
We're sorry to learn of the customer's unsatisfactory experience. However, as the previous owners of FreedomPop have agreed to transfer their Sprint partnership and users to ***, we ask the customer to reach out to *** for any and all inquiries associated with their previous account, where assistance will be provided by one of their representatives.
We apologize for the inconvenience and appreciate the customer's understanding throughout this process.
Unauthorized charges
use account ***@gmail.com should bring up all necessary information. I order a sim card from FreedomPop which is marketed as free 200 minutes talk time every month, for only $0.01. I ordered ONE sim card on 2019/06/09 and it finally arrived on 2019/06/19. To my surprise, there are a few issues:
1. FreedomPop charged my credit card for $20, claiming a account deposit, which will expire and can not be refunded. This is not shown during me placing order. This essentially mean FreedomPop is selling the sim card for $20. I would not have proceeded the order if this is shown to me. As I notice this charge and there is an option to remove this charge on FreedomPop website, I clicked that only only found out FreedomPop charges $7 for that. However that does not remove the $20 charge either.
2. I ordered ONE sim card, but two arrived. For each sim card FreedomPop charged $20. That is not what I signed up for.
I asked FreedomPop to cancel the order, but they denied the request. I have not used any of the sim card for any minutes (not even activated) but they charged me total $47 already. All of these is started due to FreedomPop charged hidden fee. This is bad business behavior and has caused a lot of trouble. I need help to get FreedomPop refund unauthorized charges. Thanks.
refund unauthorized charges, total $47.
We're sorry to learn of the customer's unsatisfactory experience. We do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
Our records indicate the requested refunds were honored on 7/24/19 and should now reflect on their end. However, should this not be the case, the customer is more than welcome to reply here and we will gladly investigate.
We thank the customer for their patience and understanding throughout this process. We hope our paths cross in the future as FreedomPop is now under Red Pocket ownership and we're confident an improved experience is on the horizon.
(The consumer indicated he/she ACCEPTED the response from the business.)
I confirm receiving the refund from FreedomPop. Thank you Revdex.com for helping out on the matter.
I did order a sims card from them. It has never been activated. Not was I able to activate it. But they went into my account and took 37 out of it. I tried contacting them about the matter. But every number I find for them. You can't talk to no one. I don't see how they can take money out of my account if I have no service with them. And I can't cancel it if I have no service. I want my money back and then not to take anything else out of my account.
Product_Or_Service: Sims card for cell phone servi
Other (requires explanation) My money back and done with them. I don't see how they can take money from my account. If I don't have their service. And never had it.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 5/16/19, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Due to the customer neither downgrading nor canceling their account prior to the conclusion of their trial period, the services became paid subscriptions which are considered valid on our end.
The customer can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
However, per user request, we've now canceled the account associated with ***.
Accidentally pressed wrong button when looking at plan features, was charged even though I have not yet activated account. FreedomPop refuses refund.
Ordered a sim card from FreedomPop June 28, 2019. I was searching around for plan features on the website, and clicked the $20 "Auto-top up" option off. A pop-up window came up explaining that you had to pay $6.99 monthly to disable the $20 auto-top up. I did not want to add this feature, but accidentally pressed "Activate" instead of "Cancel". Right after this, my credit card on file was charged even though I had not even activated the sim card yet since it was still being shipped and I had yet to use the service (and still have not as of 7/3/19). I set the $20 auto-top up back on, but the $6.99 charge already occurred. I immediately looked for contact information for the company.
The only way to contact that I could find on their site was using their ticket system. The system said they would get back within 3 business days. I submitted the ticket on June 28 around 8pm. The following are excerpts from back and forth email responses for the refund request.
# TICKET START
South Original Ticket 6/28/19:
I accidentally pressed "activate" on the freedom pop safety mode when attempting to disable auto top ups. I meant to press cancel on the pop up window. Please cancel the billing for this feature and refund the first payment if I was already charged for it.
FreedomPop Response July 1, 2019:
"... It is our understanding that you added the Safety mode while trying to deactivate the top ups. We understand your concerns and will work towards your satisfaction. Upon account review, we were able to confirm that you added the FreedomPop Safety Mode which charges you $6.99. This service is required in order for you to be able to deactivate the automatic top-ups. ... Please be advised that by removing this service the automatic top-up will be turned on. Also, due to our terms and conditions, a refund cannot be processed. ..."
South Response 7/1/19:
"I was not completely satisfied with the response. ... I now understand the auto-top up is required. It was unclear before I turned the auto-top up off, and then when the pop-up window came up I accidentally pressed the "activate" button instead of "cancel". I set the auto-top up back to on, so please refund the $6.99. If it is not refunded I will cancel this account as well."
FreedomPop Response 7/2/19:
"... I understand your concern, unfortunately, in order for you to be able to turn off the automatic top-up the $6.99 fee is required. In regards to your refund request, I regret to let you know that as per our Terms and Conditions, under Freedompop Payment Terms: All payments made by you to FreedomPop are final and are non-refundable. Please refer to the following link to review our Terms and conditions: ..."
South Response 7/2/19:
"Again, you are not understanding what I'm saying. I said I turned the $20 top up fee back on, so please refund the $6.99. Again, if it is not refunded I will cancel this account and get it removed through my credit card since I have not used any services at this time due to waiting for the sim cards."
FreedomPop Response 7/3/19:
"... I understand your concern. We were able to confirm that the automatic top-up option has been turned on, however as you added the Safety mode service ad we already charged you for this one we can not process any refund. We understand your frustration regarding the resolution for a refund on your account. At the moment we have verified all information and must decline your claim due to our terms and policies. We inform you, also, that additional responses or attempts for a refund will result in the same resolution already given. Remember, we are always available to solve any other matters or inquiries on your account. ..."
South Response 7/3/19:
"Alright, cancelling service. Completely redicuous that because of an accident and the fact that I haven't even activated the account yet I am getting charged and can't be given a refund. Will report to Revdex.com. Enjoy the $6.99."
# TICKET END
All I am looking for is to get the $6.99 refunded for ACCIDENTALLY turning the top-off protection off. Not that I need the $6.99, but the principal behind the rejection of the refund is incredulous and should not be a valid policy for any reasonable company. I still have not even used the cell service plan I had ordered 5 days prior since I have only received the Sim card in the mail today (7/3/19). As stated in the last ticket response, I have decided to cancel the cell plan (which again has NEVER been used) due to the complete lack of reasonability on the part of FreedomPop. Again, I am only asking for the $6.99 back. If they had any sense they would just refund it because I had reverted back to the $20 auto-top up. Completely unreasonable terms and conditions, especially since I HAVE NOT EVEN USED THE SERVICE YET and the fact that it was an ACCIDENTAL PRESS OF A BUTTON.
The company finally gave the refund, so this is issue is finally resolved.
Thank you.
Freedompop took $42 from me for services that I do not want/need. They do not refund and are not willing to resolve.
Upon activating the 'free' Freedompop service I got a notice from my bank that Freedompop took $41.75 from my bank account. This was for some sort of trial (!). At that point I already paid $6 for the sim and $1 for the activation.
When discussing with their support I was told that I could not cancel nor get a refund. All I could do was downgrade to the 'free' plan but Freedompop would then take an additional $20 for incidentals, non-refundable.
I want a full refund of my $41.75 for the products that I did not ask for , do not want and will not use. Furthermore I expect a full cancellation of all contracts and Freedompop to delete all my personal information including my bank details.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 6/26/19, which included Premium 3GB LTE Unlimited, FreedomPop Phone Premier, and an account set up fee. Therefore, the customer incurred a charge in the amount of $41.75.
As the customer's account was canceled on 7/4/19, we've now honored a refund in the amount of $41.75. We ask the customer to allow 4-7 business days for the refund to process.
We thank the customer for their patience throughout this process and understanding. We hope our paths cross in the future as FreedomPop is under new ownership and we're confident an improved experience is on the horizon.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund, I do not agree with the comments because they do lure people into unwanted contracts. I never bought their service because I wanted a $42 service.
I, ***, purchased a hot spot unit that was $9.99. The service was supposed to be free. They sent me two units and charged me for two. I only requested one unit. They charged me $39.98 instead of $9.99. Twice. Then, I was charged $20.00 twice for the service. I was told that the service would be free. I have tried to contact their customer service. They do not ever send you to someone you can speak with.They put you into a phone option rotation that never gets you anywhere. They send you to a place where you can cancel your service, but it does not work. Also, when trying to set up the service, the first unit worked for a while and then reset and never worked again. I then turned the other one on but the signal was very weak. I think I cancelled my service online. I won't know until next month. I want a refund of all the money I have sent them. That would be a total of $119.96.
Product_Or_Service: Internet
Other (requires explanation) Refund
We're sorry to learn of the customer's unsatisfactory experience with us regarding charges incurred on two accounts. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (***) on 5/5/19, which includes a free trial of our Premium GSM 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer had a second order for a Netgear Unite Mobile Hotspot (***) on 5/5/19, which includes a free trial of our Premium GSM 3GB and FreedomPop Premier. These trials also become paid subscriptions that are charged accordingly if not downgraded prior to renewal.
Therefore, as the customer neither downgraded nor canceled the accounts prior to the renewal, each incurred renewal charges which are considered valid on our end and non-refundable.
Regarding the $20 incurred on each account, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
So as the customer downgraded their accounts, account credit was added to each account in the amount of $20. However, as the accounts have now been canceled, we've honored two refunds in the amount of $20 along with another refund of $6.99. We ask the customer to allow 3-5 business for the refunds to process.
We can now confirm the accounts under ***@yahoo.com have been canceled and no further refunds have been incurred.
FreedomPop charging $0.01-$0.02 to my credit card since Oct 2018 and I have no current relationship with them. Violation of the data protection
FreedomPop charging $0.01-$0.02 to my Sears credit card ending with *** since Oct 2018 and I have no current relationship with them. Violation of the consumer data protection involving payment methods. I had a very short relationship with them during 2016 and it was canceled then and looks like somehow there system is using that old payment method to charge small amount $0.01-$0.02 every month since Oct 2018. I see this as gross violation. There has been no intimation from the Freedom Pop company on why they are doing this.
I am not sure what should be the resolution on this but I see this as serious violation consumer business data privacy agreement and unauthorized use of the old payment methods for the consumer who has no active relationship. I should be compensated by the business for this illegal behavior at their end.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with *** has continued to incur a $0.01 due to the account maintenance fee. Maintenance fee is set to ensure cards on file remain active on the account, this is applied per our terms of service which must be manually agreed to upon sign-up.
Although we maintain that the renewal information was relayed prior to the new billing cycle, we were happy to offer a one-time courtesy resolution in the interest of customer service. We've honored seven refunds in the amounts of $0.01. We ask the customer to allow 3-5 business days for the refunds to process.
As FOGG provider is no longer supported and in order to avoid any future charges, we've taken the liberty of canceling the customer's account associated with ***.
Therefore, the customer should no longer incur any future charges.
Should the customer be interested in acquiring a SIM on a supported network with FreedomPop, we encourage them to visit *** further details.
As we've honored the refunds and proactively canceled the account, we will consider this case resolved. We thank the customer for their patience and understanding throughout this process and hope our paths cross again in the future.
I was charged $54.42 for a sim card that hasn't been used, all within one week. They refused to send the return address or refund my money.
I bought a new sim card online from FreedomPop. FreedomPop started counting the 14 days free trial period from the moment the order was placed.This was not clearly stated when I made the purchase online. I got the order a week after. I downgraded the premium plan that accompanied the sim card to their FREE plan, while still within the free trial window. I have not used the sim card because I needed to get a new phone.I was charged $20 for downgrading to the free plan. Again, it was not stated at the point of ordering the sim card that I will be charged for downgrading the initial plan. I emailed them about this and I told them that I haven't used the sim card and that my online profile on their website showed ZERO usage.They said it is a deposit in case I exceeded my allocated GiG. How they think they can preemptively charged people for services yet to be rendered is astounding. They do not have customer service phone that you can call, without been their customer. So, I couldn't call them to relay my complaints to them on phone. I was still looking for a convenient time to email them about their response. 7 days after, I was charged another $34.42 for services on a sim card that has not been used. I asked them for refund and that I would like to return the sim card, since I haven't used it and they have started charging me fees that was not stated on their webpage at the point of purchase. They have refused.
This is a fraudulent company, with many reviews on TrustPilot and many other websites from people scammed like me online. I made a mistake of not reading reviews about FreedomPop before transacting business with them.
I would like my money to be refunded because this is $54.42 for a services that has not been rendered.
Below is the timeline I got from their website of how I was charged on a new sim card that has not been used even as I am sending this email.
Date Time Transaction Number Description Paid
6/30/19 4:34 AM *** Monthly Charge US$34.42
6/23/19 8:11 AM *** Basic 200 Semi-Annual US$0.00
6/23/19 8:11 AM *** Credit - Account Balance US$20.00
6/14/19 5:25 AM *** Initial Signup US$0.01
Full refund of my $54.42 and they should provide a return address so that I can return their sim card.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 6/14/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium LTE 2GB plan on 6/23/19 for which they were no longer charged on this device thereafter. The customer left FreedomPop Phone Premier service active which has resulted in continued renewals of the service until 7/1/19 when the customer canceled their account online using the self-help tools mentioned above.
Unfortunately for the customer, the charge of 34.42 is considered valid on our end and non-refundable as services have been rendered. We apologize for the inconvenience.
As we have provided the customer with a reasoning behind the charge, we will consider this case resolved. However, should the customer feel differently, they may reply here and we will gladly provide a response.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have not used the SIM Card to make any calls until I cancelled the account online.You charged me $54.42 just for being in possession of your sim card. And this fake service that you are claiming you provided started running even before the sim card is delivered or used in any way or form. What services are you charging on a SIM Card that has not been used to make any calls, which was clearly shown on your website as unused before I cancelled my account. This is a fraudulent company and I don't accept this response. I have asked you several times to send a return address which you refused. What services were provided on a SIM card that was never used to make any calls, send a text message or browse the internet? The SIm card has not been inserted into any phone. Your company is a fraud! How can you be charging for services that were never rendered in any shape or form?
We're sorry to learn the customer is not satisfied with our stance on the complaint due to incurring a renewal charge when not using their device. As the customer has stated their device is activated upon arrival, this information is disclosed in the customer's confirmation email.
In the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
Therefore, failure to downgrade and/or cancel their account prior to the conclusion of the trial resulted in a valid renewal.
We can confirm the customer deactivated FreedomPop Phone Premier on 7/1/19 which will take effect until the next billing cycle on 12/30/19.
Unfortunately, a refund for FreedomPop Phone Premier will not be honored as it remains active for the current semi-annual billing cycle. We apologize for the inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
This company is a fraud. You can't charge me for services you have not provided. Is a sim card not for making calls? What services are you providing without making calls with your sim card? I HAVE NOT USED YOUR SIM CARD TO EITHER MAKE A CALL OR TEXT.You advertise this sim card as FREE to begin with. That is deceptive and FreedomPop will go the way of other fraudulent companies. It is only a matter of time and I will help you spread the word that your company is a FRAUD. And to warn other people from falling into your trap. Refund my money. Your response is UNACCEPTABLE to me.
Charged for service (2x36 USD) that was not notified, authorized, and used. When contacted them for the issue, they refuse to help or refund.
I attempted to purchase a wifi hotspot on their website on Feb 2019, but was not successful. I tried a few times, but never reached order confirmation, nor did I receive an email regards the transaction. My credit card was also not charged at the time.
A few months later in May 2019, I received two units of wifi hotspot in the mail and credit card was charged for the product. With the shipment, I did not receive any paperwork for the order or email notifying me the setup or the commencement of wifi hotspot service. I was not aware of the unauthorized service until charge showed up in my credit card statement.
The service is not authorized. When I contacted freedompop, they acknowledge the lack of communication but refuse to refund me the unauthorized charge.
I would like to refund of the unauthorized service. (2x35 USD).
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (***) on 4/9/19, which includes a free trial of our Premium GSM 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Our records indicate the customer also placed an order for a second Netgear Unite Mobile Hotspot (***), which also included a free trial of the aforementioned services. As the customer failed to either downgrade or cancel their account, the customer incurred a renewal charge which is considered valid on our end.
Furthermore, the customer reached out and was informed of the trials becoming paid subs. Within said information, the customer was also informed their account would continue to incur charges if not downgraded or canceled. During this interaction, the customer was honored a courtesy refund for both accounts. However, as previously stated, the following charges are considered valid due to the customer's failure to downgrade.
We can confirm both accounts have were canceled on 6/26/19 and have not incurred any charges since.
We apologize for the inconvenience as we will consider this account resolved due to the previous courtesy refund and the accounts remaining canceled.
My CC was charged without legitimate reason. CSR refuse to refund my CC, now I want all my credit back and close the account.
A few days ago,I had $20 credit in my account, com.charged $6.40 for going over data. Left me with $13.60. On June 29th they charged my CC for $20. They call it top up credit. On my account you can choose the amount to top up,$10 or $20. I have selected $10, but they still charged $20. Company policy, as I looked some time ago,stated that if your account is less than $2, they will top up credit.Those two things already not right. Now I have $33.58 left. Asked CSR (***) to return my $20 back to CC. It can't be return, he said. Again, comp. policy, says if your account isn't active we can't refund your credit.My account is active. First I wanted only $20 back to CC, now I want all of $33.58 money back and close the account. It's my money, they have no rights to keep it under any circumstances, I don't owe them any money, my account is free account. By the way why would they keep my CC on file, is it even legal?
The other moment,CSR (***) said that I have to every 30 days to reactivate my credit or I'll be charged again $20 even if I have a credit!!! This is a highway robbery in my opinion.
The account number is my phone number ***.
Full refund of $33.58.
We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
As the customer's account credit expired, they incurred a second top-up fee in the amount of $20. As a courtesy, we've now honored a refund of $20. We ask the customer to please allow 3-5 business days for the refund to process.
Therefore, the customer's account remains with $13.58 account credit.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
The customer can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
We thank the customer for their patience and understanding throughout this process. As we've honored a refund and provided instructions on how to cancel the account, we will consider this case resolved. However, should the customer have any questions or concerns, they may reply here and we will gladly provide a response.
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for a partial refund of $20, but there is a remaining credit of $13.58. I'm kindly requesting a refund of remaining credit of $13.58.
Ting mobile is taking over Freedompop, therefore I have no use of Freedompop services no longer.
Please issue a refund of $13.58 and then, you or I can cancel the account.
Thank you
We're sorry to learn of the customer's continued unsatisfactory experience. However, as the previous owners of FreedomPop and UNREAL Mobile sold certain customers to Ting before we came into the picture, we don't have access to any info about them. Therefore, we ask the customer to please reach out to *** for any and all inquiries regarding their request of a refund.
Should the customer be interested in trying out the New FreedomPop, they may do so by visiting redpocket.com/fp which will provide details from our current deals.
Once again we apologize for the inconvenience of not being able to assist the customer with their previous balance. We hope to have the customer with the New FreedomPop as we're confident an improved experience is on the horizon under the vision of our new parent company.
(The consumer indicated he/she DID NOT accept the response from the business.)
That doesn't explains why freedompop holding my credit as hostage? I do not wish to join Ting mobile, cancel them and their website states that all credit inquiries should be submitted to freedompop. Why can't you just refund mine $13.58?
I'm no longer freedompop customer, according to them, my number was migrated to Ting mobile.
I submitted today once again, to ***,requesting my credit to be refunded, haven't gotten an answer yet.
It's a torture needless to say.
Business model based on misleading advertising and fine print. Generates profit from customer overlooks.
The pricing is not transparent, is changing without notice and no available customer service.
*** and ***'s business model is based on misleading advertising and fine print. Generates profit from customer overlooks. Interesting to see how long will last.
After I disputed a charge on the credit card with the bank my phone number was deactivated and the remaining balance in the account was "pocketed" from FreedomPop.
I sent an email to customer service on June 4, 2019 but to date I have received no response.
Personally, I feel the company is retaliating and denying service for no justifiable reason and without notice. I had this cell phone number for more than 10 years and currently is deactivated and cannot be ported to other company.
I am requesting a refund on my balance and that my phone number be reactivated on a temporary basis so that it can be ported to another phone company.
I am requesting a refund on my balance and that my phone number be reactivated on a temporary basis so that it can be ported to another phone company.
We're sorry to know of the customer's unsatisfactory experience with us. Upon signing up for our services, customers are informed of filing a dispute with their financial institution will result in suspension of their account. We encourage the customer to read up on our TOS where the following is taken directly from:
***
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Therefore, as the customer states they've filed a dispute with their financial institution, they've violated our agreement which has rendered their account suspension, as well as ineligible for reactivation.
Regarding the phone number in question, we ask the customer provide it so we may check its eligibility.
(The consumer indicated he/she DID NOT accept the response from the business.)
In the terms and agreement is stated that account will be suspend not that will be prevented porting number.
Which line of your terms and condition is stated that user will not have opportunity to port the number and loses the phone number?
You can suspend data/voice/text services but why preventing me from porting the numbe. What value/profit this bring to FreedomPop. Or should I port number first and then dispute the transaction.
Additionally you didn't disputed the chargeback so it automatically is classified as legitime and your action of suspending the account is illegal under your own terms and condition.
The customer's action of disputing the charge is a clear violation of our TOS. We previously provided a link to our TOS for reference.
We ask the customer to provide the phone number in question so we may verify its port out eligibility as the customer has two accounts which are associated with a dispute.
We look forward to the customer's response with the phone number in question.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your TOS and actions are illegal under FCC Telecommunications Act of 1996.
It took 43 days to port my number to new carrier (FCC case #*** and #***). This is clear violation of the FCC Telecommunications Act of 1996.
For one year I was charged monthly fees without my knowing or approval. I asked to have the charges refunded and they said no.
Starting on March 14, 2018, I began receiving monthly charges on my PayPal account from FreedomPop. The first few charges were for $7.99, then on October 14 it went up to $9.87, and then on November 14 it went up again to $10.98, and then on December 14 it went up again to $12.98 and stayed on that amount. I had no idea these charges were being made to my account, as they were automatic and not approved by me. I emailed FreedomPop on July 1, 2019 telling them I wanted the charges stopped and the fees refunded back to me. I got a reply on July 2, saying not only could they not cancel the charges, they would not refund them to me either. I was able to figure out how to go into my account and manually stop the monthly charges, but I still expect to be refunded for these unexpected charges.
The unwanted charges totalled $132.68. I want that amount refunded back to me.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 2/10/18, which includes a free trial of our Premium 2GB LTE and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium 2GB LTE plan on 2/10/18 they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which has resulted in continued renewals of the service until 7/2/19 when the customer canceled their account online using the self-help tools mentioned above.
Although we maintain that the renewal information was relayed prior to the new billing cycle, we were happy to offer a one-time courtesy resolution in the interest of customer service. The customer was issued six refunds in the amount of $12.98 ($77.88) on 7/2/19. Unfortunately, no further refunds will be honored.
As we have honored courtesy refunds and the account canceled, we will consider this case resolved.
We thank the customer for their patience throughout this process.
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded most of the charges.
Charged additional monthly fee above stated practice of charging biannually.
I signed up for freedompop's free service. After failing to see the fine print, I was charged for premium service. Their website gives to ability to downgrade service without adding on other services and increasing costs instead. I figured that I could use up the current six months and then cancel. However, they decided to also charge an additional monthly fee that I didn't sign up for and without notification. I had to cancel my accounts entirely to prevent future charges.
They are a classic bait and switch scam.
I would like to be reimbursed for the recent $40 in charges as well as them stop advertising that they offer free service.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 4/21/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer then incurred a $20 fee upon downgrading their account within a billing cycle. The customer incurred a fee as we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
However, as the customer has canceled their accounts, we have honored two refunds in the amount of $20 totaling $40. We ask the customer to allow 3-5 business days for the refund to process.
As we've honored the customer's refunds have been honored and the accounts canceled, we will consider this case resolved.
We thank the customer for their patience and understanding throughout this process. Should they have any further questions, they may provide those via this case and we will gladly provide a response.
Unauthorized change of cell phone plan without notice. Unclear fees charged without authorization.
I was a customer for a couple years on the "Free" plan ($0.01 charge per month). After reviewing my account I noticed that I had been moved to a "free trial" on a plan with a monthly charge without notice or authorization on my part.
After changing my plan back to my original "free" plan I was instantly charge $20. The plan selection process never clearly indicated that a fee would be applied or that my credit card would be charged.
The customer service agent refused to provide a refund.
The company's refund policy indicated that they may, at their discretion, offer refunds. These charged were a result of unauthorized and unknown changes to my account as well as deceptive marketing. Please use that discretion to offer my refund.
We do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
Although we maintain that the downgrade information was relayed prior to the charge, we were happy to offer a one-time courtesy resolution in the interest of customer service. The customer was issued a refund on 7/1/19, as the account was canceled. Therefore, we will consider this case resolved.
We thank the customer for their patience and understanding throughout this process.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company only offered the refund AFTER being informed that I filed a complaint with Revdex.com and my credit card company. Either way, I got my money back.
Freedompop refused to offer a refund for the product I never ordered nor received, furthermore charging me for a service that I didn't use.
My information was used to create an account and pay a 0.1 cent fee to buy a sim card from Freedompop. The plan was never activated yet Freedompop has charged me 106$ via my personal paypal account, which I can not refute through paypal, being "preauthorized". I have never nor do not intend to use their service, nor whoever purchased the sim card with my name has actually used it either. I am being charged 106$ and have been provided nothing whatsoever, this is by all meaning, robbery.
A complete reversal of the transaction regarding the 106$ "renewal charge" (which is a blatant attempt to scam people out of money for a service they do not want).
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit(***) on 6/12/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Although we maintain that the renewal information was relayed prior to the new billing cycle, we were happy to offer a one-time courtesy resolution in the interest of customer service. The customer was issued a courtesy refund on 7/2/19 as the account was canceled on 6/30/19.
As we've confirmed the customer has been refunded and the account canceled, we will consider this case resolved.
We thank the customer for their *** and understanding throughout this process.
This company sold me a phone for use with its service which is supposed to be free. It was NEVER given permission to keep a debit card number on file.
This company requires a $20 charge to be levied if 500 MB of data are used within a one month period. It also requires a charge of over $6 per month if a customer expects to use up this data allotment every month to avoid this $20 charge. This is a contradiction since this is supposed to be an automatic topup to data which is rarely if ever used by customers. The law requires that a customer give permission to keep a debit or credit number on file to which the company will levy the charge and this permission was NEVER EVER made by this consumer. The only reason this company even HAS the number is that a previously purchased SIM card did not work and the customer service complaints about it went unresolved. It was far easier to buy a phone directly from Freedom Pop that was already set up for the service. That phone cost $20 and the debit card was used to purchase it, but permission to keep its number on file was NEVER GIVEN. By charging a $20 fee to add more data, the company has in fact committed FRAUD.
I never EVER gave permission to Freedom Pop to keep my debit card number on file and charge anything other than the initial purchase of $20 to it for a phone that actually worked. By law the company has to ASK PERMISSION to keep credit or debit card numbers on file and this permission was never even ASKED FOR. Freedom Pop MUST refund this amount immediately and take the debit card information off of its servers. The option of manually adding data is made by its competitors because this option is legal. The option to charge a credit or debit card which the consumer NEVER gave permission to keep on file in the first place is NOT LEGAL and is committing a CRIME.
We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
Although the charge is considered valid on our end, we've honored a courtesy refund of $20 on 7/1/19.
As the charge has been refunded, we will consider this case resolved. However, should the customer feel otherwise, they may reply here and we will gladly provide a response.
I have 3 unauthorized charges from this company, despite never receiving their product and filing two cancellations as I never received product
I'm being charged for a service that is not being provided as I never received the product. I had to make an account on their website in order to cancel the service, even though I never started it.
Charges are on
Jun ***
STS Media, Inc. dba FreedomPop
$136.36
Dec ***
STS Media, Inc. dba FreedomPop
$128.88
Jun ***
STS Media, Inc. dba FreedomPop
$98.88
I have contacted the company multiple times but somehow I am still being charged and being denied both a refund and the actual service.
I am seeking a full refund and a stop to any further charges
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 6/4/18, 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.
Therefore, as the customer neither downgraded nor canceled their account prior to the conclusion of their trials, the charges are considered valid on our end. However, as the account was canceled on 6/25/19, the customer was honored a courtesy refund of $136.36 on the same day as the cancellation. There will be no further refunds honored beyond the courtesy.
We appreciate the customer's patience and understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have never received the sim kit. Moreover I've attempted to cancel the service on at least 6 occasions, only to have more charges piled on. This is the definition of a scam.
We're sorry to learn of the customer not being satisfied with our response. As charges have continued to incur without the customer reaching out prior to June of 2019, the charges are considered valid on our end.
Furthermore, customers are provided with explicit instructions on how to downgrade or cancel their account whenever desired. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
As a courtesy refund has been previously honored, there will be no further refunds honored. We apologize for the inconvenience.
We will consider this case resolved due to the account being canceled and refunded $136.36 on 6/26/19.
FreedomPop confirmed that the service I had with them was discontinued in October 2018. However they keep charging maintenance fee.
FreedomPop confirms that they discontinued the service in October 2018. Therefore, no service has been provided since then. However FreedomPop continued to charge maintenance fee. FreedomPop claims this charge is valid because account is active. There is no active account, there is no service, they discontinued this service in October 2018 and left me the option to upgrade to LTE, but I did not upgrade, so there is no service to be charged and no account to maintain.
It is illegal to charge without providing service. You can call it in anyway, but it's illegal.
This is a series of complaints, that will be escalated until this is resolved. I started dealing with FreedomPop directly - but they showed no interest in fixing this. If Revdex.com proves unsuccessful to resolve this issue, it will be taken to the General Attorney of NY, then to a small claims court.
PLEASE NOTE that starting with General Attorney, I'll place a request for a compensation in addition to the refunds.
Immediate refund of all charges starting 01 October 2018, for credit cards ending in *** and
We're sorry to learn of the customer's unsatisfactory experience with us regarding the maintenance fee incurred. Maintenance fee is applied in order to ensure card remains active on the account, this is applied per our terms of service which must be manually agreed to upon sign-up.
The customer may refer to our TOS by visiting the following link:
***
We've attempted to locate the accounts in question in order to provide a proper investigation, however, we were unable to locate any accounts given the customer's credentials associated with the complaint. We ask the customer to provide the email associated with each account along with the first four and last four digits associated with the form of payment which was charged.
We look forward to the customer's update so we may provide a proper investigation and assist in providing a resolution.