FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Ordered a SIM card one year ago. Never used their service because of never having the card this but have been charged over $200.
Over a year ago, I signed up for a SIM card and a six month plan. I never recieved the SIM card, so I never activated the service. However, freedompop has been charging me for the past year even though I have not been able to use their service. I can't even sign into my account to cancel future payment.
My account should be linked to the number XXXXXXXXXXX and the email address ***@gmail.com. The first charge was on November 17th 2018 for 109.77 and the second paymeny was on May 16th for 112.96. Very infuriating, and I feel cheated.
Refund to the fullest extent for never having activated a phone with their plan.
We're sorry to learn of the customer's unsatisfactory experience with us regarding an active account which has incurred renewal charges. To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
Upon attempting to provide a proper investigation, we were unable to locate an account with the information provided along with attempting the complaint credentials to no avail. We request the customer provide the first four and last four digits of the cc which has incurred renewal charges along with the name associated with the account.
We look forward to their response so we may investigate properly and thank the customer for their patience throughout the process.
Unavailable customer service to handle billing and product difficulties.
Listed below is the information sent to FreedomPop website and their facebook page.
To Whom it May Concern,
I've been in contact with both the Revdex.com and FCC due to your inability to communicate with me regarding Billing and Acct. Mgmt as well as Technical Support regarding the following:
*Erroneous $1 charges per month for data I never use, accumulating data, increasing my monthly fees and helping yourselves to my bank acct.
*Paying for data that will not allow me to make calls while on the road.
*The phone your company sold me that doesn't receive calls.
*Your website drop-down boxes that limit my queries to you.
*Your lack of customer service.
The only time I can utilize phone calls are when the phone is connected to my home modem to guarantee calls 'out', never 'in'.
I'll be succinct. Please fix this.
***
cc: Revdex.com
FCC
file
Billing adjustments. Phone connection to receive and deliver calls.
We're sorry to learn of the customer's unsatisfactory experience with us regarding the $1.00 charge they've continued to incur upon renewal. This has been captured in part of our Loyalty Bonus.
Loyalty payment structure was applied which essentially breaks the same $24.42 charge into two separate charges of $23.42 (services) and $1.00 (Loyalty Bonus). In this split payment structure, the overall cost remains identical, but allows us to trigger a loyalty order which gives customers 10% bonus data for free if on a paid plan and 5% bonus data for free if on a free plan.
Unfortunately, upon further investigation, we noticed the account has been suspended due to a violation of our agreement. We've detected the customer has attempted a dispute with their financial institution regarding the $1.00 charge. Therefore, the customer was refunded the $1.00 and the account suspended.
We encourage the customer to read our TOS where following may be referred to:
https://www.***
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.
We apologize for the inconvenience but the account is not eligible for reactivation due to the violation.
Unable to cancel account using web or phone
Had an outstanding account with Freedom pop from over a year ago. The account is active with a re-occurring fee of 99 cents for a service that hasn't been used in a long time. Attempted to cancel account, but receive errors each time I try . Called to cancel, but was only offered upgrades to better support at an additional cost.
Finally, filed a dispute with my credit card company for the re-occurring fee.
It would be good for the company to allow cancellation of the account as advertised. Additionally, being that the service was not used for a couple of years that those re-occurring fees be refunded.
We're sorry to learn the customer was experiencing a bit of a hiccup with canceling their account.
Our customers can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
We can confirm our records reflect the customer's account (***) as suspended on 6/18/19 due to an attempted dispute with their financial institution. As this is a violation of our agreement, the account was suspended and a refund of $0.99 was honored.
The customer may reference our TOS where they will find the following:
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "***"), we reserve the right to suspend your access to the affected Services until the *** 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 *** placed against FreedomPop."
***
So as previously stated, the account has now been suspended and a refund honored. We apologize for any inconvenience the customer has endured.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company resolved the issue
They charged me $108.37 for 6 months of service and I cancelled my account and they wontrefund my $108.37.
they charged my debit card $108.37 on 6/9/19 & I cancelled my account on 6/10/19. I never authorized them to charge my credit card. my account name is ***. I have sent them numerous emails asking for my refund and they wont respond to me. I never told them I wanted their service - all I did was purchase a SIM card from them for $0.01. then they charged me for 6 months of service without my permission.
all i want is for them to refund my $108.37 since i never used any of their services.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 5/16/19, 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.
Therefore, as the customer neither downgraded nor canceled their account prior to the conclusion of the 14-day trial, the account incurred a subscription charge on 6/9/19 which is considered valid on our end. However, as the customer canceled their account on 6/11/19, we've now issued a courtesy refund in the amount $106.36. We ask the customer to please allow 3-5 business days for the refund to process.
As we have confirmed the account associated with order #XXXXXXXXX has been canceled and the refund honored, there is no further action needed on this case.
We thank the customer for their patience and understanding throughout this process.
Please cancel account manually ***
Cancel manually
Cancel manually
The complainant has been resolved thx
I can not reach the company to cancel my service .... I am being billed for NO SERVICES
I have tried to cancel the service within the 14 day period given by the firm, but can not contact them by phone or email. A salesman (***) from their sister company, REAL MOBILE, called me on May 21, 2019 at 7:30 AM and tried to get me to sign up with his company, but would not assist in cancelling my account with Freedom Pop.He told me to call *** but that is the phone tree from which there is no reply. I recently received a charge for $106 to my Master Card which I am disputing. If you look online at they reviews, many people have this same issue. Please help.
Cancel account which was set up in May; issue a $106.36 credit to my Master Card; and NO FURTHER CONTACT OR CHARGES TO CARD. Make customer service more friendly and easier to communicate.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 5/12/19, 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 the renewal charge is considered valid on our end, the customer filed a dispute of $106.36 with their financial institution on 6/15/19, which in turn caused a suspension of their account as this is a violation of our agreement. The customer *** refer to 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."
***
We can confirm the customer has received a full refund of $106.36 from their financial institution along with the account associated with *** being canceled. Therefore, we will consider this case closed.
We thank the customer for their *** throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept there response as I understand the end result is a full refund. They did miss the main reason I had to file this complaint. That is that I was UNABLE to access my account online, nor did the comply reply to my several requests for help with my account number or reply so that I could open up my account online to downgrade to the free service. There was no assistance of any kind by phone, and furthermore, *** from the sister company *** called me before 8 AM on 5/21/19 and wanted me to change from Freedom Pop to his company; it was very Unprofessional and intrusive. He confirm, using his company computer that I had an account at Freedom Pop, but would not help me cancel or modify anything. Therefore, I had to protect myself by disputing the charge with my CC company and tell the Revdex.com of the questionable business practices of Freedom Pop. Others should be on notice.
we appreciate the customer's update and apologize for the inconvenience.
We will consider this case resolved and extend an apology to the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
They did miss the main reason I had to file this complaint. That is that I was UNABLE to access my account online, nor did the comply reply to my several requests for help with my account number or reply so that I could open up my account online to downgrade to the free service. There was no assistance of any kind by phone, and furthermore, *** from the sister company "Unreal Mobile" called me before 8 AM on 5/21/19 and wanted me to change from Freedom Pop to his company; it was very Unprofessional and intrusive. He confirm, using his company computer that I had an account at Freedom Pop, but would not help me cancel or modify anything. Therefore, I had to protect myself by disputing the charge with my CC company and tell the Revdex.com of the questionable business practices of Freedom Pop. Others should be on notice.
FreedomPop is conducting a bait and switch. You can't turn off their Auto Top-Off feature without paying for their Safety Mode feature.
Yesterday, I signed up for their free mobile plan. The plan supposedly costs nothing beyond the Sim card and provides 200 minutes, 500 texts and 200MB of data per month.
After ordering, I received an email which said the following at the bottom about their Auto Top-Off feature:
"Automatic Top-Up and Pay As You Go
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 $15.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
So, if you have FreedomPop's free plan, which allows you 200MB of data, with Auto Top-Off on, you will get charged $15 when you've used only half that data! So, in essence, you're only getting 99MB of data for free!
Back to the email: the words "turn off" in the email were a link to my Settings page on the FreedomPop website. On the Settings page, My Auto Top-Off setting was on, but I didn't want or need Auto Top-Off. So I clicked the button to disable Auto Top-Off and instead of it turning off, I got a window titled "FreedomPop Safety Mode." The window had two options: "Cancel" and "Activate." "Cancel" meant cancelling Safety Mode and "Activate" meant signing up for "Safety Mode" at a cost of $6.99/month!
So, basically, there is no direct way to turn off "Auto Top-Off"! Instead, FreedomPop is forcing you to sign up for Safety Mode if you don't want Auto Top-Off!
Someone in the FreedomPop forums made it extremely clear: "You must have the FreedomPop Safety Mode service to disable Top Ups." and "If you do not want to sign up for the FreedomPop Safety service, the Top-Up feature will remain active." Well, Safety Mode was not mentioned during sign-up, nor was it mentioned in the email I got after I ordered my Sim card, and it's not mentioned in FreedomPop's Service Plan, Equipment and Payment Terms.
So again, the only option to get rid of Auto Top-Off is to pay for Safety Mode for $6.99/month. Well, that also makes FreedomPop not free!
My Sim card hasn't shipped yet, and I want a refund (the Sim card plus shipping is $17.92). However, there is no way to get a refund because there is no way to contact a real person.
I would love for FreedomPop to stop their bait and switch, which I think is illegal! But I'm no lawyer and I'm not going to sue. But at the very least, I want my $17.92 back. Other than that, I'd like to discourage other people from signing up with FreedomPop.
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 we maintain that the Top-Ups 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 refunded the requested $17.92 on 6/18/19 along with the account's cancellation. Therefore, we will consider this case resolved.
We thank the customer for their patience and understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am not satisfied by the company's response and I'm posting this response so that other people won't get tricked by FreedomPop.
The welcome email does say that the Auto Top-Up feature can be canceled at any time. What it doesn't say is that the only way to turn off the Auto Top-Up feature is to enroll in FreedomPop's "Safety Mode" insurance which costs $6.99/month. There is no free way to turn off Auto Top-Up and "Safety Mode" was not mentioned in any of the sign-up screens when I first signed up for FreedomPop, nor was it mentioned in the welcome email that the company just quoted. It's a bait and switch! You either are forced to pay the Auto Top-Up fees or you have to sign up for FreedomPop's monthly "Safety Mode"all for the supposedly "free" plan!
Furthermore, the Pay as You Go charge was not mentioned in the sign-up screens when I initially signed up. I signed up for the free plan which supposedly includes 200MB of free data. Yet, FreedomPop, as the company's response just made clear, charges $20 when you are halfway through that 200MB of data. So you're really only getting 99MB of data for free. When you hit 100MB, you get charged $20. So I don't think FreedomPop is honestly marketing their "free" plan with its supposed 200MB of data. Customersincluding subscribers of FreedomPop's free planonly find out about additional fees once they've signed up with FreedomPop!
As for my specific case, yes, my account has been canceled. But I was unable to cancel my account on the FreedomPop website. Every time I tried, I got an error message telling me to try again later. This went on for days. In my 20+ years of buying services and goods on the Internet, I've never before been prevented from canceling an account. I was not able to get in touch with a customer support person either, so eventually I had to call my credit card company to dispute FreedomPop's charges, which immediately caused them to cancel my account. But a legitimate company would have allowed me to simply cancel my account on their site! They are unscrupulous!
we're sorry to read of the customer's continued unsatisfactory experience with us. Regarding he customer's inability to cancel their account, in order to prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
Customers can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
we extend an apology to the customer as the cancellation process should be seamless for a better experience.
As this account remains canceled, we will consider this case resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm still not fully satisfied by the company's response.
In the last reply, the company said:
Customers can cancel their account at anytime by logging in and selecting "Settings"
"Account Status" "Cancel"
I tried that. Multiple times. Each time, I got an error message telling me that I had to try again later. I tried again for multiple days and kept getting the error.
So, in theory, the company's cancellation option should be available at any time. But it wasn't working when I tried it, for multiple days. And I was unable to contact anyone at the company to tell them about the problem because people with "free" accounts like me were not eligible to contact a real customer support person.
I'm glad to finally get an apology from the company, however.
The add says free plan $0/ MTH. ALL you need is there sim card. Ok I can use a free cell phone plan so yes I ask for one my cost was 0.01. Now after I don't know now long its been but not received anything and they charged me $106.38. They make it impossible to reach anyone to cancel or stop that payment. I didn't know that I had a account with them.
Product_Or_Service: ?
Refund I have not recieved anything nor do I want anything just my money back please.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 4/24/19, 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.
However, as the customer has notified us of their device not being delivered along with a desire to receive a refund we have honored said request. The customer was refunded $106.36 on 6/17/19 which was incurred for a renewal of subscriptions. However, we have now issued the remaining $0.01 balance which was incurred upon sign up. We ask the customer to please allow 3-5 business days for the refund to process.
As the account remains canceled and the refunds honored, we will consider this case resolved.
We thank the customer for their patience throughout this process.
I subscribed to Freedom Pop's service in October 2018. I paid for 6 months upfront. I stopped using the service in February 2019 and don't even have the SIM card anymore. I tried to cancel my account online but it kept saying my password was incorrect (I could successfully login with that password, but when entering the password to confirm cancellation it would not go through). I emailed Freedom Pop's customer service and said I was unable to cancel online and wanted to cancel my account and receive a pro-rated refund for the remainder of the term. They contacted me back via email and said they recommended keeping the service but if I wanted to cancel I could do so online.. They did not issue a refund. I contacted them again saying that I was still unable to cancel my account online and wanted to cancel it. They send the same response back suggesting that I keep the account. I even got billed an additional charge for a renewal after the 6 months was up. I am still unable to cancel online because it says my password is wrong and now I've been paying for service for 4 months that I can't and haven't used.
Product_Or_Service: Freedom Pop
Other (requires explanation) I want a refund of the additional charge I was billed after the 6 months ended plus a prorated refund for the remainder of my service from the first time I contacted customer service asking to cancel.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity in providing some clarity on the matter. However, we were unable to locate an account associated with ***. We ask the customer to provide the email associated with the account so we may investigate properly.
We look forward to the customer's response with an update.
(The consumer indicated he/she DID NOT accept the response from the business.)
No resolution yet. My email associated with this account is ***@hotmail.com although the account is now closed but I still want a refund.a
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.
Therefore, the customer's account remained active due to not being downgraded nor canceled. Once the customer reached out for assistance, they were then prompted with their consent in order for our representative to commence the cancellation steps. However, as the customer did not provide a response, there was no further action taken on the account.
We can now confirm the account was canceled on 6/24/19 and a refund of $22.48 has been honored. We ask the customer to allow 3-5 business days for the refund to process.
As the account remains closed and the refund honored, we will consider this case resolved.
We thank the customer for their patience throughout this process.
over 30 days ago I ordered a new phone and was charged $104.98 right away. as of right now, over 30 days ago, I have not received the phone.
My complaint is that I have not received the phone I ordered and was charged for 30 days ago. I have opened a ticket with this company and have not been able to speak with a real person about this problem. I have tried to cancel this order via their web sight numerous times with no success.
I want the account associated with phone number XXX XXX XXXX canceled and a complete refund of the $104.98 they charged me May 13, 2019
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an Samsung Galaxy S4 (***) on 5/13/19. The customer incurred a charge of $87.99 (20% off $109.99) for the Samsung Galaxy S4 and $16.99 for shipping cost which totals to $104.98.
However, as the device had not been delivered, our team went ahead and canceled the account per request followed by issuing a refund in the amount of $104.98 on 6/14/19.
We thank the customer for their patience throughout this process and as the account remains canceled along with the refund honored, we will consider the issue resolved.
I ordered a phone and wanted to have my phone number changed from my prior phone which is also a FreedomPop phone. The original account was to be closed and a new account opened with the phone number changed to the new phone. Turns out they didn't have the phone I paid for. I got a refund and proceded to buy a phone elsewhere with the intention of using FP as my carrier. I got my new phone and a FP Sim Kit(a $5.00 item). Much to my distress, the phone cannot make outbound calls. I called Cust. service for help to complete the set up and port the phone number. What I got is a service rep who hung up before it was finished but proceded to charge me $9.99 activation and another $.99 for I don't even know. He also changed my password *** sign into my Online account and somehow I am completely locked out of my account, so I cannot sign in to make changes, or submit an email for help. No matter which number of theirs I have tried, it always takes me to the same automated line with no way to speak with a live person. Meanwhile, I have still been getting charged $12.98 per month for the last 3 months on the original account, which was closed in March. As far as the new account goes, I still cannot call out and have been charged an additional $20.00 to downgrade it to their free plan, which is $7.99 if you want it to actually work, although it isn't working for me, plus I've paid $8.33 for premium VIP service which I cannot use because I cannot access my online account nor can I speak to a person to help fix this problem even thogh I have paid to have premium service.
Product_Or_Service: phone plan and VIP cust. service plan
Refund I want to be refunded for all the charges I have incurred and have not received the product/service that were paid for. 3X$12.98=$38.94 activation $9.99+.99=$10.98 downgrade $20.00 VIP service $8.33 1/2 of monthly charge $3.99 since I can send texts A total of $82.24 which is likely to change, due to the fact that my billing cycle is coming up in the next five days when I will probably be charged $12.98 on the closed account and $16.97 on the new account that doesn't work and I can't get help.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some assistance. However, we ask for the customer's cooperation in providing the account credentials associated with the former account which the customer would like to cancel. We also ask the customer to provide the email and phone number associated with the most recent account where they wish to transfer their number to so we may provide a proper investigation.
We apologize for the inconvenience and look forward to the customer's response so we may address accordingly.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am pleased that they sound as if they are willing to "provide a proper investigation" per say and I will, and already have, included the information they request in my original complaint. I will cooperate in whatever way they need me to for their investigation so that I can be refunded. The credentials for the closed account are the same as far as the name, address, email, and obviously the cell phone number. The device is different. It was a Samsung Galaxy Note 2 and now it is the 3 in 1 Sim Kit. The phone number used to open the account has changed as well. The ***. The current number is located in this complaint under the cosumer info portion.
We thank the customer for providing the requested information. However, our records indicate the customer's account associated with *** was activated on 4/19/19 for which they incurred a $9.99 VIP Activation Fee. Upon this transaction, the customer incurred a $0.99 charge for the Account Setup Fee as the device was purchased from a third party retailer (Target) according to our records. This sign up order consisted of our Global 1GB Unlimited, FreedomPop Premium Plus, and a FreedomPop Administrative Fee.
Our records show data usage in the initial billing cycle dating from April 19 - May 19. The usage reflects a total usage of 491MB which indicates the customer was able to successfully use their device.
Regarding the $20 incurred on 5/16/19, this was done 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.
The customer also incurred a $2.34 charge on 5/7/19 which was due to subscribing to FreedomPop Premium VIP Service (5.99).
Once the account's billing cycle renewed on 5/19/19, a charge in the amount of $16.97 was incurred for FreedomPop Premium Plus ($7.99), FreedomPop Premium VIP Service ($5.99), FreedomPop Administrative Fee ($2.99).
However, as the customer was unable to successfully contact support, we've honored a refund in the amount of $5.99 for FreedomPop Premium VIP Service. We ask the customer to allow 3-5 business days for the refund to process.
We've also honored two courtesy refund in the amount of $10.98 for the inconvenience of response time to this complaint. Again, we ask the customer to allow 3-5 business days for the refund to process.
We have provided a link to our knowledge-base on how to successfully reset their APN settings. We recommend the customer have a look at their convenience in order to resolve the inability to make calls with ease.
***
Unfortunately, the account does not warrant further refunds as the other charges are considered valid on our end. We hope the link assists the customer in resolving the issue at hand. However, should this not be the case, they may reply here and we will gladly assist in a more timely manner.
We thank the customer for their patience throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
Let me first say that I do appreciate the amounts that were refunded, but I find it very hard to believe that they say that there are no other records that warrant a refund. The prior account which was closed in March for which I was charged $12.98 and for three more months after ,$12.98 each month, are considered valid charges? From my standpoint, along with an email from FreedomPop in March which states the account closed and no further charges would be charged(letter included w/original complaint). Those 4 months of charges are NOT valid! Their investigation only covered part of the whole problem. I still cannot make outbound calls. I went to the link provided and it is exactly the same thing that I have done. Just for kicks, I went through the whole process again and got the exact same results I did before. It states there is a problem with my account. I tried to sign in to the support page and I could not. Reality is, the issues still exist, nothing has changed as far as the phone working correctly or being able to sign in to get support for this. Funny thing about the money part of this, I was charged $12.98 in March, April, May, and June. Then, I was refunded in July and August with no other $12.98 charges. I was refunded the amount of $10.98 twice for my inconvenience (which is the cost of the current Sim card account). The $12.98 charges stopped and these refunds started. Kind of strange. There has to be further records kept. They need to look beyond what is on the screen starting in April. I have used FreedomPop services since 2016, all with the same email. Along with documents I submitted there is obvious proof of my claims. If necessary I can show the charges on my bank statement. I am really disappointed with this whole thing and have considered closing my account all together , but I haven't because I figure they would just continue to bill me indefinately and claim that there is no record of billing.
I do not have an account with these people and have never activated a device with their service yet out of the blue my debit card was charged 35.00 by them on 6/9/2019. When I tried to contact them none of their listed numbers actually contacted me with a live person. So in other words they just stole 35.00 from my debit card.
Refund I want the money returned immediately.
They have reconsidered their position on this issue and decided to issue a refund. The resolution has been achieved to my satisfaction.
I have made an order with FreedomPop to get a new phone and accessories, but did not receive them in months after paying for it.
When my current phone (XXX-XXX-XXXX), first generation Motorola E, is cracked and beginning to malfunction, I ordered the LG G3 phone plus accessories for replacement. I purchased it over the phone with the sales department on February 16, 2019 by debit card for $187.97, including tax and fees. I was given ***. As of writing, it will be 4 months on waiting for a delivery. I made calls to the sales department (XXX-XXX-XXXX) for a response on the delivery which they can only say that the product is out of stock and would have to be ordered to fulfill my order. At times, I would directly call or be transferred to representatives where I would directly find out what is going on, only to result in a dropped call every time. Then, I went and sent messages to online support where they wrote back with the same issue. Further, when I asked them if I am able to get a phone that is in stock so that they send it quickly, they replied that I am not able to change the order.
I have e-mail confirmations and written responses online that can be submitted for review.
1a. I seek that they deliver as quickly as possible the phone and accessories that I had paid for. 1b. If the original phone ordered is not in stock, they must allow for a different choice of phone and/or accessories and that such order will be fulfilled and delivered as quickly as possible. 1c. In either case 1a or 1b, I seek that the company must issue a full apology to me for their level of service. 2. If any part of 1a, 1b or 1c is not done, I seek to be removed from the company account permanently and have any money for the service be refunded back to me. Also, I would like the option to have my phone number ported to a different company of my choice, if possible.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's device associated with *** has now been delivered. However, as the customer incurred a renewal charge during the time of delivery, we have now issued a refund in the amount of $45.98. We ask the customer to allow 3-5 business days for the refund to process.
Furthermore, as the customer's device did not arrive in a timely manner, we have also issued a refund of $9.99 which was incurred as a shipping fee. We ask the customer to allow 3-5 business days for the refund to process.
As the customer has now received their device, we will consider this case resolved. However, should the customer require some further assistance, they may reach us via social media at *** or by visiting our community at forums.freedompop.com.
We thank the customer for their patience and understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
Since June 26, 2019 at 4:54 PM local time, the phone, a Samsung Galaxy S5, has been delivered to my residence.
However, an error has occurred with the service of the phone after a phone number port took place with assistance with a representative from FreedomPop. I currently have no form of phone service and would like this resolved in an expedient matter.
Thank you for contacting us! The previous owners of FreedomPop and UNREAL Mobile have agreed to transfer their Sprint partnership and users to ***. If you are impacted, you can contact *** directly for details at:
email: ***@ting.com
phone: X-XXX-XXX-XXXX
For all others,*** - the new owner of FreedomPop! - has long offered Sprint plans and will continue to offer fantastic plans on all major US networks. For more information, please visit redpocket.com.
Sincerely,
FreedomPop
(The consumer indicated he/she DID NOT accept the response from the business.)
This business proposed resolution is not a resolution at all. On July 17, 2019 at 11:22 AM (West Coast time)a notice was sent through my e-mail saying that FreedomPop has given up all accounts from Sprint and has transferred it to Ting, another phone company.
This was an unexpected notice not only for me, but for practically anyone with accounts with FreedomPop as they have forum posts on the matter regarding refunds, continued phone service, etc. Upon investigating further about this transfer of service, I received a response saying that my account has been transferred to Ting. Upon contacting a representative of *** they could not resolve if FreedomPop had transferred the account as some of the users' information had not migrated yet to them.
As a result, of this date and time, my documented complaints are, technically, no longer the matter between me and FreedomPop (how convenient...). However, it is to my relief that I am transferred to (hopefully) more accountable and capable hands. In addition, I currently have working phone service until I receive any confirmation from *** about my account.
FreedomPop does not even care how I had had it with them so much.
Unauthorized charges
Firstly, when I signed up, it asked if I wanted a $10 top off credit. I declined this charge and they charged me for it anyway. Then when I got the SIM and went to activate it, they wanted me to add a phone number when I already did. So, I did so, and without warning they charged me over $100 extra. I'm on a fixed income and they completely wiped out my account, put it in the red, and now I have no food.
I want a refund and I want every record of my customer data removed and no further contact. I tried a new ticket, and their system wouldn't let me after the closed out my previous one unresolved.
We're sorry to learn of the customer's unsatisfactory experience regarding the $10 incurred upon signing up. Our records indicate the customer's order was processed with a $10 credit fee.
However, as the customer's account has been canceled, we have issued a refund in the amount of $10.99 which is associated with sign-up ***. We ask the customer to allow 3-5 business days for the refund to process.
We would also like to remind the customer they still have an account associated with sign up *** active under ***@gmail.com. The customer can manage their subscriptions by following the instructions on the links below:
Cancel Account - ***
Downgrade Plan - ***
Add/Remove Services - ***
We will consider this case resolved as we have issued a refund and the account in question remains canceled.
It seems that the only way to interact with someone in the company is to pay $10 if you are not a VIP member. To be a VIP member also costs money. I have had my credit card company contact the company to correct an over-charge, and I have had to do that multiple times. I now want to cancel my account, but the process the company provides online doesn't really allow me to do that. I had my credit card company stop payment so the company can't continue to charge me monthly for a service I am not using and do not intend to use again.
I signed up for a plan that costs $6.99 per month. For the last 3 months my credit card has been charged $9.98. Now I want to cancel my account.
OTH
We're sorry to learn of the customer's unsatisfactory experience with the cancellation of their account. However, in order 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".
Should issues still arise when attempting to cancel their account, they may provide the email associated with their account so we may provide further assistance.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company makes it sound like all you have to do to cancel the account is login and select "Settings" "Account Status" "Cancel". When I do that a pop-up screen appears that is cut off to the right so you cannot read the full text. The screen appears as below with any writing beyond the cutoff not visible:
Get Free service every month!
Not ready to cancel? You will receive 500
FREE of charge. You can later upgrade yo
want.
SWITCH TO A FREE
I don't want free se
I am afraid to click on either tab (SWITCH TO A FREE or I don't want free se) because I don't know what the rest of the tabs say.
As I mentioned before, you cannot speak to a customer representative without being charged a $10 fee. They say they charge the fee to save costs, but it seems to me that they want to make it difficult to cancel so they can continue to retain customers and automatically charge their credit card.
I provided a screen shot of the pop-up in the More Info Received from the Consumer section.
We're sorry to learn of the customer's continued unsatisfactory experience. As previously mentioned, we request the customer's cooperation by providing the email associated with their account along with the phone number of the specific account which they are interested in canceling so that we may assist accordingly.
We look forward to the customer's response with an update an such request.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has not addressed my concern about the misleading drop down window that appears when I try to cancel my account. I would like the company to explain why the window that drops down when one chooses Cancel, does not show the full wording associated with the 2 options one has to choose. I would like to see the company fix that drop down window. Only then can I or other customers be sure they are making the right choice about canceling their membership.
The company has asked for my email address and phone number, but the 'important note' above seems to indicate that I should not provide personally identifiable information in my response.
I have been unable to contact a live person for support on a billing issue.
I purchased two hot spots, then was erroneously charged $40. Can't get a refund. "Top end credits" were purchased but never used.
A refund for the unused service
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.
Unfortunately, as the customer's account associated with ***@gmail.com has been downgraded to our Basic GSM 200, the account credit is a requirement and non-refundable.
FreedomPop credit does become inactive if not used within 30 days, but our customers can re-activate this credit at no cost. We've provided a link to our Knowledge-base which will elaborate on how a customer can reactivate their account credit. We encourage the customer to visit at their convenience.
https://***
We thank the customer for their patience and understanding throughout the process.
My card was excessively charged for service. Account was never activated and attempts to cancel were futile.
I signed up for a sim card with this company back in January of 2018. My card was charged for 98.88 the following month, February 2018. At that time, I was under the impression that I canceled all accounts associated with my debit card, but I later found out that was not so. I was charged again in December 2018 for the same amount after several attempts was made and unsuccessful in August 2018. The company waited until December to try the card again. I contacted them again and was informed of an account with an email address that I was no longer associated with. I informed them of this and was still advised that the only was for me to cancel was by signing into my account. I advised the representative that I could not access account and I did not want the service. The rep did not close the account, but instead closed the inquiry before the issue could be resolved. My account was charged again today for 106.36. My had to close my debit card and the funds were supposed to be for my children's graduation. The company has informed me that my account is closed now, after they made the charge and refuse to return the money. I have sent them the transcript from the communication between myself and their representative. He clearly ignored that I informed him I did not have access to my email account any longer. I also find it funny they could cancel the account now, but failed to cancel the account then. My debit card issuer, PayPal, was also under the impression that my account was canceled on 12/05/2018 after denying my request for a refund from a dispute I opened to challenge the transaction. The case was denied since the original charge was sent on 12/02/2018, and they state I did not contact the company before that time to cancel. They really need to be stopped! Their terms are not clear when you sign up and their service is shoddy. The customer service is a joke because you cannot get to a live person when you call in and the email support cannot form coherent statements. Their responses seem automated and do not address all concerns or questions. I would try to sue, but I do not possess the funds to do so. My funds are limited so each time these funds were withdrawn, I was put in a financial hardship!
I would like a refund for the charges from 12/02/2018 & 06/11/2019 because I should have been informed in February of 2018 of any and all accounts I had so that I could have closed them instead I have incurred over $200 additional fees and have not received the proper assistance from your company to resolve this issue!
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order XXXXXXXX) on 1/8/18, 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.
Upon account review, we have confirmed an outstanding payment in the amount of $106.36. We were unable to successfully capture the original payment on 5/30/19. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Therefore, the system made attempts in capturing the renewal to no avail, until it was successfully captured on 6/11/19. Although the renewal charge is considered valid on our end, the charge has been reversed by the customer's financial institution on 6/14/19 due to a dispute.
We can confirm the account associated with ***@umbservices.com was canceled and has no longer incurred any charges since. We thank the customer for their patience throughout the process.
I was with Freedompop 3 yrs and charged $40/mo yet unable to call unless on WiFi. I decided to leave them and they will not unlock my phone, 2 wks now
I tried unsuccessfully to get human support but only sales responds and when I ask for support they hang up! All I want is Freedompop to unlock my device so I can go to another service provider. When emailing them only automated robot response. Freedompop no longer supports their customers. My $550 iPhone became unusable because Freedompop refusal to unlock my phone. I have email communication promising me to do so. Yet now more than 2 weeks I'm working trout a phone and can't get in touch w anybody. I'm asking Freedompop to release my phone (unlock it) and it they refuse they need to compensate me for a new phone.
Please either unlock my iPhone from your service so I can sign up with another provider or compensate me for a loss of the iPhone in the amount of $550.
We're sorry to learn of the customer's unsatisfactory experience with us regarding their Samsung Galaxy S6 Black Sapphire (MAC ID: XXXXXXXXXXXXXXXXXX). Our records indicate the customer's device associated with ***@gmail.com has been deactivated from the account and should be in good standing to activate with a gaining carrier.
We appreciate the customer's patience throughout the process.
Freedompop is a scam and a bait and switch operation.
Freedompop promises a free service, but they delay shipping the SIM card for a long time so that users have only a couple of days to switch to the free service and familiarize with the company's web site and service app. The service comes pre-set with the most expensive plan and if the user does not switch within the brief trial period they end up stuck with an nonrefundable 6 month service charge. Freemdompop makes it hard to switch to the free service some features are available in the very low ranked app but to switch to free service requires a convoluted maneuver on the web site. When the user finally figures out how to switch to a cheaper service and changes the settings on the app it does not take effect and the more expensive service stays into effect. Freedompop's confusing app induces the customers in error by making it easy to select the wrong choices to incur additional charges.
Ordered 2 units, 1 didn't work, overcharged for both
I purchased a mobile hotspot back in March 2019. It was supposed to come with a certain allotment of free service. Having previous experience with this company, I made sure to turn off all the "trial upgrade" services. I used one hotspot unit for one day; the second unit never worked. Shortly thereafter, Freedompop began an incessant run on my bank debit card. Most attempts were declined because I didn't have the funds available, but a few charges did go through and take out the last bit of money that I had left, and that first unit that worked for a day is no longer working.
I need a refund of the $78 they made off with. I can't afford to give money away in exchange for nothing.
We're sorry to learn of the customer's unsatisfactory experience with us regarding the hotspot devices ordered. Our records indicate the customer ordered 3 hotspot devices under ***@outlook.com all of which were neither downgraded nor canceled prior to their renewal dates.
Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (***) on 3/15/19, 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 ordered a second Netgear Unite Mobile Hotspot (***), which includes a free trial of our Premium GSM 3GB and FreedomPop Premier. As mentioned above, 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 third order consists of a Netgear Unite Mobile Hotspot (***), which also includes a a free trial of our Premium GSM 3GB and FreedomPop Premier. These trials were neither downgraded nor canceled prior to the renewal date which in turn caused charges which are considered valid on our end.
Our customers can manage their subscriptions by following the instructions on the links below:
Cancel Account - ***
Downgrade Plan - ***
Add/Remove Services - ***
As of now each account has been temporarily suspended to a failure in capturing the renewal charges. In order to reactivate the services, the customer will have to update their billing info to resume. We've provided a link which will provide instructions on how the customer may update their billing info. We encourage them to have a look at their convenience.
***
Unfortunately, no refunds will be honored as the charges are considered valid due to neither downgrading nor canceling the accounts prior to the conclusion of the trials.