FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Add contact information for FreedomPop
FreedomPop won't refund my $20 top-up credit.
FreedomPop deactivated my free account without my knowledge and I have $20 in top-up credit still in my account that I want refunded. I contacted them twice and both times they say my request was "solved" and "closed" without any response to my request. I would like the $20 credit to be refunded asap.
I want the $20 top-up credit refunded back to my PayPal account.
Phone number associated with my account that I had with FreedomPop was:
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity regarding their account.
We are updating our systems and the customer's account associated with the email address *** was canceled in error. We sincerely apologize for the inconvenience this situation may have caused on their end. We have fully restored the customer's account. We've also added 2GB for the inconvenience.
Our records indicate the FreedomPop app, which is required for calling and texting, is not installed on the customer's device.
Therefore, if using their SIM card with a compatible smartphone, we strongly recommend them to install the application:
-The FreedomPop Messaging app (Android 4.3 and up)
***
-The FreedomPop Calling and Texting app (iOS 8.2 and up)
***
Due to the brief cancellation, to ensure that their services perform properly, we'd recommend them to Synchronize their mobile device and their FreedomPop Account by following the steps within the article provide below:
- Sync Account Data: ***
Should the customer continue to experience any issues with the service, we ask them to reply here and we will gladly provide additional assistance.
We appreciate the customer's understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
The FreedomPop app is, in fact, installed on my phone. However, even though they have restored my account, the ongoing lack of customer support and poor reviews makes me not want to continue with FreedomPop's service so therefore would still like to have my account canceled and the $20 top-up credit refunded. Thank you.
We are sorry to learn about the customer's inconvenience encountered when trying to contact us. We'd like to shed some light that we do offer support via social media at ***
Regarding the refund request, upon account review, our records indicate the charge was applied back on 03-26-2019. Unfortunately, all payments made by our customers to FreedomPop are final and are non-refundable. The customer may reference our TOS for further information regarding payments.
Since the user has expressed their desire to cancel the account, they may cancel it at any time by logging into my.freedeompop.com and selecting "Settings" > "Account Status" > "Cancel".
If the customer is unable to cancel on their end, we request their consent to cancel on their behalf.
We apologize for any inconvenience this has caused and appreciate the customer's understanding.
They wiped my account forced me to reactivate my account then charged my for "topup" credit which I did NOT authorize!
We signed up for free phone service. Not only did it not work, we were unable to get hold of customer service by phone or by the internet. We checked our bank account and realized they were taking a lot of money from our bank account while claiming they were taking 3.00+ a month.I think they might have given us 40+ dollars back, but they are still ripping us off for a free service. They are taking money out of a bank account, knowing that the phone service doesn't work. The account is on behalf of ***
Product_Or_Service: Basic 200
Other (requires explanation) They should refund all the money they took from our account, promise not to take anymore, and cancel our services.
We're sorry to hear of the customer's unsatisfactory experience with us.
Our records indicate the customer was assisted via our Community Forums by one of our representatives and provided with a resolution on 06-05-2020. Therefore, we will consider this case resolved.
We appreciate the customer's understanding throughout this process.
They refunded everything to my husband and me, but someone should keep a watch on them since they are targeting seniors.
My PayPal account was charged by FreedomPop for a service I didn't order. My account was upgraded without my permission.
My PayPal account was charged by FreedomPop for a service I didn't order. My deactivated account was upgraded without my permission. The transaction amount was $21.07, the date was June 1, 2020, and the Invoice ID was ***.
I expect a full refund.
We're sorry to hear of the customer's unsatisfactory experience with us regarding the account associated with email address ***
Upon account review, we've noticed this account is associated with a Global SIM card account. Unfortunately, Global SIM cards are no longer working. Global SIM cards were replaced by our LTE SIM cards which provide faster speeds and larger coverage.
Our records indicate this account was reactivated on the user's end on 06-01-2020. Additionally, on the date mentioned before, the account plan was upgraded, this action caused the $21.07 charge the customer refers.
As we've explained Global SIM card accounts are no longer working, we've gone ahead and canceled the account from our end and provided a courtesy refund.
We've attempted a refund in the amount of $21.07. We ask the customer to allow 4-7 business days for the refund to process.
We thank and appreciate the customer's understanding throughout this process.
Charge me for top offs at $20.00 each for the "Free Plan"
tic $2.99 administrative fee. This was supposed to be "free"
5/17/20 Found two charges on my credit card for $34.42 and $10.98
First, these guys offer no mechanism to avoid their $20.00 "top off" fee. They have a button to turn it off, but it doesn't allow you to just turn it off. But I have email from 5/7/20 indicating both of my phones have been downgraded to free, but they just charged me $34.42 and $10.98. I'm not 100% sure how they got my credit card. I thought I had all this setup via PayPal. This is supposed to be a "free plan". I see no way to make it anymore free - this is what they do. They are essentially hiding these fees. Somebody has to stop them. I want my $34.42 and $10.98 back. I don't care if it goes to a homeless shelter, but I sure as heck don't want them having it. They're no better than common criminals. They even put in their terms of service that we can't dispute bills with our credit card company? For real?
Transaction Date Post Date Description Amount
05/17/20 05/18/20 + FPOP MOBILE XXX-XXX-XXXX CA $34.42
05/17/20 05/18/20 + FPOP MOBILE XXX-XXX-XXXX CA $10.98
UPDATE:
XXX XXX-XXXX - They had me on some Freedom Pop Phone Premier, charging me $7.99 and some i
XXX XXX-XXXX - They had me on some Semi Annual plan? Billing me for $4.99 per month semi-annually? Why was I led to believe I had successfully downgraded to FREE?
But the emails I received from them on 5/7/20 give no indication of this. This is PURPOSELY MEANT to deceive people and they know it is.
I want my money back. Seriously. I can go with the BOGUS $20.00 charges, but not the stuff they hid from me.
I want my money refunded. This is criminal on their part and they damned well know it. They know EXACTLY what they're doing. I've seen the other complaints - they KNOW WHAT THEY'RE DOING.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Upon reviewing the account associated with email address *** we were able to locate three sub-accounts, each with a specific plan.
One sub-account which is associated with phone number *** is currently under the basic plan.
The second sub-account associated with phone number *** has no device assigned. However, our records indicate the customer ordered an LTE SIM Kit on 04-30-2020, which included a free trial of our Premium 2GB LTE Unlimited plan and FreedomPop Phone Premier service. The customer downgraded their Premium 2GB LTE Unlimited plan on 05-07-2020 for which they were not charged on this account thereafter. However, the customer left FreedomPop Phone Premier service active which resulted in the renewal of the service at our current rate of $7.99, plus an additional $2.99 Administrative fee. Furthermore, we noticed the consumer deactivated the FreedomPop Phone Premier service on 05-27-2020, due to this, we've attempted a $10.98 refund to the account. We ask the customer to allow 4-7 business days to process.
As there's no active device assigned to this account, we ask the consumer to confirm if they would like to activate an ICCID with it? If so, we kindly request the ICCID of the SIM kit ordered so we may activate on their behalf.
The third sub-account under the same email, is associated with phone number *** & ICCID ***. Per our records, the customer ordered an LTE SIM Kit on 04-30-2020, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited Semi-Annual plan and FreedomPop Phone Premier Semi-Annual service.
The customer then downgraded their Premium 2GB LTE Unlimited Semi-Annual plan on 05-07-2020 for which they were not charged thereafter. However, the customer left FreedomPop Phone Premier service active which resulted in the renewal of the service at our current rate of $26.94, plus an additional $7.48 Administrative fee.
In the faith of a better outcome, we've approved a $34.42 refund, however, please note, we will be honoring their service renewal charge refund once an account cancellation has been completed. This may be achieved by logging into *** and selecting "Settings" > "Account Status" > "Cancel".
Please be advised, phone number will be deactivated once the account is canceled. Should the customer wish to keep any number, a port-out will have to be initiated under the active account.
Regarding the $20.00 credit charges applied on sub-accounts associated with phone numbers *** on 05-07-2020. We do require our free plans to have a minimum 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 $20.00. If a customer does not use any data beyond their overage, the $20.00 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
Again, we apologize for any inconvenience caused on the customer's end and look forward to their response so we may work to resolving the issue.
The business refunded the two charges that were the main dispute and I've verified that. I reiterate that the way they do business isn't right, but I'll leave this to other people to file complaints on - and they will. I'm fine with this being closed. Thank you.
Scammers!!! I am still on hold asking for help, while re-hearing (audio) over and over the re-recorded human screams on the Freedompop customer service sales department outgoing message. The sales department, of two bad employees, Mia & Josh, do NOT help!! They just disconnect or put me on hold to re-hear the screams on the "thank you for your patience" message. The five, re-recorded human screams on the Freedompop outgoing message start at the 3 to the 4-minute mark. It is horrible to hear human screams on an outgoing customer service line, over and over. Stranded without the Internet!!!! Please Revdex.com rate Freedompop a zero!!
I have been charged $37.97 a month since August for no gear they supposedly sent and no service. I've had Verizon Wirless for years and Spectrum.
They won't issue a refund. It is a scam. Beware!
Refund of $317.00.
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 04-27-2019, which included a free trial of our Premium GSM 2GB plan, and FreedomPop Premier service.
These trials become paid subscriptions that are charged accordingly if not downgraded before renewal. This is disclosed before checkout and reiterated in a follow-up email which includes their order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
Upon further investigation, our records indicate the customer's account was canceled due to a dispute with their financial institution which is in violation of our agreement.
We've provided a link to our TOS so the customer may reference our stance on disputed charges.
***
Due to the dispute, the customer must resolve with their financial provider.
We apologize for the inconvenience as no further action can be taken on the account.
I placed an online order with FreedomPop. The funds were deducted from my account. I never received my device.
On May 7, 2020 I placed an online order with FreedomPop for hotspot/wifi service. On May 9th the funds were deducted from my account. I logged into my account a few days later to see if my order had shipped. There was no record of my order. I looked for a phone number but did not see one. I found the FAQs section which stated to allow 10 days. I emailed FreedomPop customer service on May 19th to inquire about my order. I received an auto reply that stated my email had been received. As of today May 25, 2020 I still have not received my device or a reply from customer service.
At this point I've lost faith in their customer service abilities and I'd rather just be refunded so I can find another hotspot/wifi provider.
We apologize for the delay in response, however, our records indicate the customer was assisted via our Online Services Support by one of our representatives and provided with a resolution on 06-09-2020. Therefore, we will consider this case resolved.
However, should this not be the case, we ask the customer to reply here and we will gladly provide a response in a more timely manner.
Hi,
I finally heard from FreedomPop via email. It seems they may have sent the order to the wrong address. I used their service several years ago and it appears that they sent the order there even though I entered my current address when I placed my order. I requested a refund in my reply email to them.
Thank you
I bought a freedompop GSM card from Bestbuy because Freedompop shop kept rejecting my cards. It required a .99c activation. It rejected my credit cards and debit again, so I used PayPal. It said it worked, money left the bank. Paid. But the GSM failed to activate, kept telling me to go activate and pay again. I tried to get help from the tech support forum, community forum, Twitter support and called billing go for days. They all either ignored me completely, or ignored what my problem was and kept telling me to go activate and pay again, but wouldn't give a refund for the first activation. Then they removed my email and account from their database and told me to wait for help in a Twitter DM, so I waited, hours and hours through the night, 14 hours so far, they didn't contact me. I sent them a tweet, they ignored it, sent another, they ignored it. Told them I'm going to contact the Revdex.com, they ignored it. They have zero customer service. I don't trust them and have no confidence in them. Buyer beware.
I have repeatedly tried to cancel service for a couple of years. But they never do, they keep charging my card for service that has been dormant
I have repeatedly tried to cancel service for a couple of years. But they never do, they keep charging my card for service that has been dormant.
I have multiple emails regarding this request, but they keep charging me a premium each month. Customer service is worthless. My next *** will be litigation against the company to regain lost revenue, due to charging me a service that I do not use, have not used in a several years.
All money refunded to my card since the last use of their service
We're sorry to hear of the customer's unsatisfactory experience with us.
Our records indicate the customer activated an LTE SIM Kit on 04-27-2017, which included a free trial of our Premium 2GB LTE Unlimited plan and FreedomPop Premium Plus service.
These trials become paid subscriptions that are charged accordingly if not downgraded before renewal.
The account shows no attempt to cancel nor any downgrade attempt.
This is disclosed before checkout and reiterated in a follow-up email which includes the customer's order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
To prevent unauthorized requests, and as mentioned before, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
As the customer has expressed interest in canceling their account, they may do so at any time by logging into *** and selecting "Settings" > "Account Status" > "Cancel".
However, if the customer is unable to cancel on their end, we request their consent to cancel on their behalf.
We thank and appreciate the customer's understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
When going to to site to cancel the account it continually responds, failure.. Cancel my account immediately.
Our records indicate the customer's account associated with email address ***, ICCID ***, was canceled on 06-13-2020.
Upon further account review, we noticed the consumer downgraded their account prior canceling on 06-11-2020, causing a $20.00 credit charge to be applied.
We do require our free plans to have a minimum of 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 $20.00.
As the account has been canceled; we've attempted refunds in the amounts of $20.00 and $24.97 in the faith of a better resolution.
We apologize for any inconvenience this may have caused and thank the customer's understanding throughout this process.
Freedompop froze my payments without my consent. Although the credits were reactivated, they failed to refund me $47.76 upon their business closure.
Summary of complaints:
1. Froze my payments/credits which were automatically taken from my credit card, without my consent.
2. Continue charging my credit card when balance is low, without first reactivating the frozen credits.
3. After my complaints to them in June 2019, frozen credits were reactivated. However, these payments automatically taken from my credit card and frozen by Freedompop, together with the remaining balances were never refunded to me to this day.
Detailed information:
At the time of Freedompop's business closure in the middle of 2019, I had three devices in use with Freedompop's service. Among the three, I found Freedompop had frozen some of the payments automatically made from my credit card.
For example:
Device 1: Alcatel Pixi 7 Bluish Black
March 1, 2018: $13.64 frozen
June 9, 2019: $24.58 frozen
Device 2: LG G3 Black
Frozen credit not even shown on the bill
I had a feeling my payments/credits were going away too fast based on my usage. I looked into the bills and found out these freeze activities. I contacted Freedompop on June 24, 2019 raising the issue. I got the response from Freedompop on the same day and my frozen credits were reactivated on the same day as below:
Device 1: Alcatel Pixi 7 Bluish Black
June 24, 2019: $28.22 reactivated
Device 2: LG G3 Black
June 24, 2019: $15.00 reactivated
From early July 2019, Freedom sent me notices indicating business closure. While trying to figure out how to migrate my phone numbers associated with three devices, I saved the bill balance for my three devices:
Device 1: Alcatel Pixi 7 Bluish Black
Balance: $28.22
Device 2: LG G3 Black
Balance: $19.54
Device 3: Kyocera Hydro Icon
Balance: $0.00
Since then, I have not used the service or the devices from Freedom or its business take-over Ting Mobile. I am not sure if it was even technically possible. I managed to keep one of the three phone numbers by transferring it to a new mobile service carrier (not Ting Mobile) on June 26, 2019. The other two of the three numbers were automatically terminated.
I tried to contact Freedompop's customer service by phone and by their online forum multiple times. While the phone line only provided automatic machine answers, their online forum was not functioning for most of the time. At one point, I managed to open a thread on the online forum asking for a refund of the remaining balance. I never got an answer and the thread was closed by Freedompop in early December 2019.
To this day, I have not been contacted by Freedompop or Ting Mobile regarding a refund of the remaining balance. I have not received any refund from them or any third party.
I seek the full refund of $47.76 balance left in my Freedompop accounts. I also seek the time compensation wasted on me trying to get my money back. The time is estimated to be two hours, which includes saving the bills, going through the bills, preparing support documents, and drafting the complaint letters. I seek a time compensation of $150 for the two hours.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Regarding the credit balance, note, 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."
We'd also like to clarify to the customer, that FreedomPop credit becomes inactive if not used within 30 days. However, our customers may reactivate it by logging into my.freedompop.com > Billing > Credit Balance > Activate Credit.
As mentioned in our initial response regarding the migration of their account, the previous owners of FreedomPop and UNREAL Mobile transferred the customer's account and device information. Therefore, we do not have accessibility of making any reimbursements for this request.
We apologize for inconvenience, but no further action will be taken regarding the account credit with the previous accounts.
(The consumer indicated he/she DID NOT accept the response from the business.)
The reply is absolutely not acceptable. The response spent more than two thirds of the text on justifying Freedompop's behavior of making users own paid credit inactive and allowing users reactivation of the credit they paid that was frozen by Freedompop. The response tried to justify this behavior by saying the policy was made known to the users in the email. However, the legitimacy of such a behavior is questionable in the first place, regardless if it being made known to customers or not.
However, my complaint and request is more about refund. Freedompop already reactivated my frozen credit before transferring business to current owner. During transfer, there was nowhere made known to me, as a customer, that my credit won't be transferred or refunded. Unfortunately, the response spends as little as the following text on this matter:
"Therefore, we do not have accessibility of making any reimbursements for this request.
We apologize for inconvenience, but no further action will be taken regarding the account credit with the previous accounts."
It gives no justification as of why my paid credit, that was first frozen and then reactivated by Freedompop, that was not informed to me will be lost, cannot be refunded to me. Its "no-access" excuse cannot form the base of not refunding customers' paid credits. It is not inconvenience, but bad, immoral, and potentially illegal business practice.
Your apology is not accepted. Please give me money back, or legal action will be taken to defend the consumer rights of mine and potentially others.
We're sorry the customer does not accept our response.
Unfortunately, as previously mentioned, the previous owners of FreedomPop and UNREAL Mobile transferred the customer's account and device information in 2019. The customer has been informed of the change in ownership associated with their previous account. Therefore, we are unable to process a refund for the account balance in question as well as take any further action on the case.
We understand the customer's request; they reserve the right for disputing; however, we are unable to take any further action with this case due to the change in ownership of their previous account.
The disabled my account which was a free account, but it had 20USD credits which they took away. I want my refund!
I logged in to their site and it said unforseen technical difficulties made them deactivate my account, I had the free version but there were 20usd credits untouched that they took away and they are not responding to my email request as to why they disabled my account and my request for my 20usd back, I want my refund!
20usd unused credits refunded asap that i paid with paypal to them
they restored my account yesterday and gave me back my 20usd credit I would like to close thanks
Company completely unresponsive to request for support.
I have been trying to transfer my cell phone number to a different carrier for several weeks now. FreedomPop provides port-out information for each customer profile; however, this information is not correct in my case. Over the past several weeks, I have tried to contact FreedomPop's customer support through a variety of means (several trouble tickets, technical support forum posts, Twitter messages, and phone calls). The company has been completely unresponsive, and I can only conclude that they have shut down their customer support services as a cost saving measure.
I would like the necessary information to port my cell phone number to a different carrier.
We're sorry to learn of the customer's unsatisfactory experience with us and are working to resolve the issue. Our records indicate the customer is currently being assisted by one of our representatives via Support ticket #30487.
The consumer has provided the required information regarding the issue they're currently experiencing, and our team will provide further updates promptly, via support ticket #30487.
To avoid confusion, along with responding in a more timely manner, we ask the consumer to refer to the aforementioned support ticket for further communication.
We appreciate the customer's patience throughout this process.
My account was incorrectly charged and upon correction and refund was cancelled.
In 2016 I purchased a Basic Free Account. Free Every Month Zero $ *** 200 talk minutes, 500 texts, 200MB data that came with an automatic Top Up tool which I disabled. In December 2018 FP forced an upgrade to LTE or I would lose my line. They said the promo was *** then they charged *** After back and forth communications received the credit for ***
On March 31, 2020 received an email from my bank regarding charges from FB *** cent annual fee and *** Top Up service charge.
On April 1st began an email dialogue with FP which went back and forth requesting the two refunds: *** (happened before and asked for refund as this is not part of my contract) and ***
April 2nd received the credit for *** annual service fee.
On April 10th received email from FP online service agent that "a *** REFUND has been issued and please allow 3-5 business days to be reflected on bank statement". So I waited.
On April 15th emailed FP that had not received the *** refund. I received an email response from the same online service agent disregarding the "refund" issued by him on April 10th. Exasperated by then and not knowing where to turn I contacted my bank and issued a dispute for the *** charge- forwarding to my bank the April 10th email from FP stating that the "refund" has been issued.
On April 20th bank notified me of FP credit *** Same day, April 20th FP cancelled my service and account. Tried to call FP through customer service phone -but currently they have no phone support (understandably) due to COVID19. Thus, emailed April 21, 22, 23, 24, 25.
On April 26th FP replied that my "account had been cancelled due to a dispute that you have filed with your financial institution regarding charges on your FP account". I was shocked that this matter had taken such a turn for the worse as I had waited many weeks to rectify the unfair charges and after having been given a formal reply confirming refund and then it is disregarded/rescinded I then took what I thought was a reasonable response that any good standing-paying customer would do. Never would I have expected that on the same day FP would give the long waited-refund for 'wrong charges' FP would then turn around and (without regard for need) cancel my emergency phone line especially under our current precarious COVID19 situation.
Presently, I am requesting that FP reinstate my account to its original terms.
I do have all supporting documents for the above.
Presently, I am requesting that FP reinstate my account to its original terms.
We're sorry to learn about the customer's unsatisfactory experience with us.
We'd like to clarify, we disclose any applicable charges in our welcome email, including Auto Top-Up information.
Auto Top-Up fees are incurred when the data plan threshold is exceeded during the three-hour delay in data reporting to our system before our system recognizes the data usage. If the Auto Top-Up is enabled on the customer's account, once the data threshold has been reached, the customer will be charged *** that will be placed as credit under the account to ensure no service interruption.
To deactivate the Auto Top-Up service, the customers must activate the Safety Mode service *** The Auto Top-Up will be automatically deactivated once the customer has activated Safety Mode. With this service, customers get a one-time additional 500MBs of data added immediately to their account, plus an additional 10% of data each month. The customer can also enable or disable Top Ups at any time once this service is enabled.
We encourage the user to check out these support articles for additional information:
- How to disable the automatic top-up feature - https://support.freedompop.com/hc/en-us/articles/XXXXXXXXXXXX-How-to-disable-the-automatic-top-up-feature.
- FreedomPop Safety Mode Service - https://support.freedompop.com/hc/en-us/articles/XXXXXXXXXXXX-FreedomPop-Safety-Mode-Service.
Our records indicate the customer's account associated with email address *** was canceled due to a dispute with their financial institution on 04-20-2020. This violates our agreement. FreedomPop's Policy states that if a customer has concerns with billing, shipping, or tech issues they must contact our customer support team for assistance before contacting their financial institution to receive proper assistance and to avoid account cancellation.
The customer may reference our TOS for further information regarding a dispute. ***
However, due to the current situation stated by the customer and the Global pandemic along with the confusion experienced by our Online Services representative, we'd like to offer the customer the opportunity to activate under a new account as a courtesy.
The consumer may reactivate under a new account by visiting our website at freedompop.com/activate and using a new/different email address and payment. Please be advised, the customer will incur an activation fee which will be refunded. We ask the customer to reply here once the account has been created along with the email address associated with their new account so we may process the refund.
We thank the customer for their patience and understanding throughout this process.
Hello ***
is very difficult to be under the covid 19 emergency conditions with out my phone line ,
I am in no financial position to purchase new one especially now , can you exhilarate the resolution of this issue Du to the nurture of now days our fragile life.
It is very difficult to be under the covid 19 emergency conditions with out my phone line , I am in no financial position to purchase new one especially now , can you exhilarate the resolution of this issue Du to the nurture of now days our fragile life.
We're sorry to learn about the customer's confusion and appreciate the opportunity to provide clearness.
We'd like to confirm to the user that due to the current COVID 19 situation and the confusion experienced by our Online Services representative, we're offering the customer the opportunity to activate under a new account as a courtesy.
The consumer may reactivate under a new account using their existing ICCID XXXXXXXXXXXXXXXXXXXX by visiting our website at freedompop.com/activate. When doing so, they'll need to use a new/different email address and payment method. As we mentioned, the customer will incur a *** activation fee which will be refunded.
We ask the customer to reply here once the account has been created along with the email address associated with their new account so we may process the sign-up refund.
We thank the customer for their patience and support throughout this process.
NOT SATISFACTORY
This is in regards to my account under *** phone number XXX-XXX-XXXX.
Since the beginning of my service (about 4 years ago) I had turned Off the Auto Top Off as I never had any intention to exceed my minutes. I had accepted the limitations of the minutes I had under my contract and never went close or over that time limit.
After contacting FP's support team about the issue a FP customer service agent *** responded via email on April 10th that my complaint was resolved and my account 'had been credited a refund' that would take between 3-5 days to post. I waited-no refund. On April 15th I contacted FP requesting update. Same day, April 15th received a response from the same FP customer service agent *** who had issued the original 'refund'. Now *** sends an email returning to the same rhetoric of the original issue- He completely disregards his correspondence email about the 'credited refund' and now has returned to square one. (The emailed documentation of the 'promised refund 'is attached to the original complaint.)
I am unable to accept the suggestion to open a new account as it would create a major hardship to change from my email address *** and my long standing phone original number XXX-XXX-XXXX. The phone number XXX-XXX-XXXX is linked to all of my medical accounts and therefore it is imperative that this number is restored.
At this time I am requesting that my original account and services of XXX-XXX-XXXX be " reactivated in whole".
NOT SATISFACTORY
This is in regards to my FreeDomPop account under ***, phone number XXX-XXX-XXXX.
Since the beginning of my service (about 4 years ago) I had turned Off the Auto Top Off as I never had any intention to exceed my minutes. I had accepted the limitations of the minutes I had under my contract and never went close or over that time limit.
After contacting FreeDomPop's support team about the issue a FP customer service agent *** responded via email on April 10th that my complaint was resolved and my account 'had been credited a refund' that would take between 3-5 days to post. I waited-no refund. On April 15th I contacted FP requesting update. Same day, April 15th received a response from the same FP customer service agent *** who had issued the original 'refund'. Now *** sends an email returning to the same rhetoric of the original issue- He completely disregards his correspondence email about the 'credited refund' and now has returned to square one. (The emailed documentation of the 'promised refund 'is attached to the original complaint.)
I am unable to accept the suggestion to open a new account as it would create a major hardship to change from my email address *** and my long standing phone original number XXX-XXX-XXXX. The phone number XXX-XXX-XXXX is linked to all of my medical accounts and therefore it is imperative that this number is restored.
At this time I am requesting that my original account and services of XXX-XXX-XXXX be " reactivated in whole".
Thank You
As mentioned before, the account associated with email address *** was canceled due to a dispute filed with their financial institution, regarding charges on their FreedomPop account.
Filing dispute is a violation of our Terms of Service, and it generates immediate account cancellation without the reactivation option.
For additional reference, the customer may refer to our TOS for further information regarding a dispute:
- ***
As the customer references, due to the confusion experienced by our Online Services representative, in the faith of a better outcome, we're offering them the alternative, to activate under a new account as a courtesy.
Unfortunately, it won't be possible for us to reactivate the requested account and/or phone number.
We apologize for the inconvenience as no further action can be taken on the canceled account. The only alternative is to activate under a new account.
I want the Credit they have for my account. They were aware and canceled then told me no refund. I asked for refund then to cancel.
I became aware today that the company suspended my account because there was a new fee added to their terms. I decided to no longer deal with the company, so I asked for a refund of my credit of $5 on file before they considered it to forfeited. The rep advised me to wait (this was an online chat). He then replied that the account was canceled. Then asked me to wait again. He later replied that because the account was canceled due to the terms, he would not refund. In other words I had forfeited. When I explained I asked for my refund first, he replied that the account was inactive. I stated it was inactive because I still used data, calls and text. He then replied that incoming calls were different from out going calls. My understanding is if any part of the service is used, it is considered active and if I am charged minutes for every incoming call, that would also be considered activity. Bottom line he then referred me back to the terms and it was based on their discretion.
If they suspended my account after 1 day because of $0.01, I believe that $5 would be a big deal to them. It was my money I added as credit in case iij went over the free minutes they provide. This $5 is called top-off . I would like my money back since I decided to no longer use their service and it is still my money. Please help me get what is my earned money back from a company trying to keep it.
I would like my money $5 that was paid to the company as credit in case I over my usage. Since I had never had the need to use it, I would like the $5 refunded back to me for an account i decided to no longer use.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Upon reviewing the account associated with email address *** we were able to locate two sub-accounts.
Sub-account associated with ***
Our records indicate the customer ordered an LTE SIM Kit - 3-in-1 - Voice/Data Bundle on 02-23-2017.
As the customer mentions, our records show they were assisted by one of our representatives on 04-27-2020 and this account was canceled as per the customer's request.
Upon account review, we're able to see the credit charge was made back on 03-21-2017. Unfortunately, due to the time that has elapsed this charge is too old. For this reason, we would be unable to process the $5.00 credit refund.
Our ToS reference that all payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
As mentioned, it won't be possible for us to process a refund for this $5.00 credit.
We've provided a link to our TOS where we encourage the customer to have a look at their convenience: https://www.freedompop.com/service_plan_terms.htm
Sub-account associated with ***
Our records indicate the customer ordered an LTE SIM Kit on 03-21-2017. Upon account review, we noticed this account has been temporarily suspended due to a billing problem.
We require that a valid payment method remains on file at all times so the account remains active and in good standing.
The consumer may update their billing information by using a valid method of payment by following the steps provided in this support article: https://support.freedompop.com/hc/en-us/articles/360025842434-How-to-pay-your-bill-and-update-card.
We apologize for the inconvenience and appreciate the customer's patience throughout this process.
FreedomPop continued to charge my credit card after I cancelled my account. I contacted Freedom Pop several times and they have not credited me.
On April 8, 2019, I ported a line from FreedomPop to Verizon. I downgraded my service to the free option and then subsequently cancelled the account. I tried to resolve the billing error through my credit card. The credit card company did not contact FreedomPop.
4/14/20 - Submitted request for refund.
4/15/20 - FreedomPop responded with a credit of ***
4/15/20 - I responded asking for a refund of the following specific charges.
3/28/2019 *** Cancelled 4/8/19
4/28/2019 ***
5/28/2019 ***
6/28/2019 ***
7/28/2019 ***
8/28/2019 ***
9/28/2019 ***
10/28/2019 ***
11/28/2019 ***
12/28/2019 ***
1/28/2020 ***
Total ***
4/17/20 - FreedomPop responded that they could not refund the charges from last year.
4/17/20 - I responded that charged my credit card in error after I cancelled my account. FreedomPop must correct the error.
4/17/20 - FreedomPop responded that they did not charge me after April 8, 2019.
4/17/20 - I sent a screen shot w/a transaction ID from my credit card statement showing that FreedomPop charged my account on April 28, 2019 and continued through January 2020 without proper authorization through 1/12/20. I asked when I should expect FreedomPop to resolve the error.
4/20/20 - FreedomPop responded that they refunded me 12/28/19 and 11/28/19 with a total of ***
4/20/20 - I responded that FreedomPop charged my credit card for services after I cancelled my account. A refund of two months does not resolve FreedomPop's error. I notified FreedomPop that I was going to submit a complain to Revdex.com.
Credit of *** for May 2019 - January 2020 and partial credit for April 2019 of
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Upon reviewing the information the customer has provided, we were able to locate two different accounts.
For the first account associated under email address *** Global account. Our records indicate the phone number associated with this account was ported out on XX-XX-XXXX and later canceled on 04-16-2019. The last charge made to this account was on 03-19-2019.
We can see the customer was assisted via our Online Services by one of our representatives and provided with a *** courtesy refund.
For the second account associated with email address *** our records indicate the customer ordered an LTE SIM card on 10-28-2018, which included a free trial of our Premium 2GB LTE Unlimited plan. These trials become paid subscriptions that are charged accordingly if not downgraded before renewal. This is disclosed before checkout and reiterated in a follow-up email which includes their order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
This account shows no record of any cancelation attempt.
Within the terms of service, if downgrade or deactivation of services after the free trial is not completed the service will remain active and automatically renew at our then-current rates. Since no action was taken before the ending of the trials, the renewal charges were applied.
Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.freedompop.com/service_plan_terms.htm.
We can confirm the customer was assisted via our Online Services by one of our representatives and provided with an additional *** courtesy refund.
Upon further review, we noticed the account under email address *** was canceled due to a dispute with their financial institution on 02-26-2020. This violates our agreement. The customer may reference our TOS for further information regarding a dispute here: ***
Due to the dispute, the customer must resolve with their financial provider. We apologize for the inconvenience as no further action can be taken on the accounts.
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.)
The statement today from FreedomPop that I had two accounts based on email addresses is inconsistent my experience. FreedomPop's statement is misleading and deceptive.
I had an existing relationship with FreedomPop based on a phone number *** I accepted an offer by FreedomPop to upgrade the SIM card for the SAME phone number. Throughout the term of the relationship, I managed ONE account associated with the SAME phone number for the 2GB plan. I had one monthly charge from FreedomPop
The visual representation of my relationship on the FreedomPop website was based on ONE phone, phone number, and plan. I terminated that relationship when I moved the phone number to a new carrier. I downgraded the service on 4/8/19 to free service, which was confirmed in an email from FreedomPop. I cancelled the account on 4/16/19, which was also confirmed in an email from FreedomPop.
Further investigation into FreedomPop's business practices is needed to protect consumers from financial harm.
https://www.latimes.com/business/technology/la-fi-tn-freedompop-***-XXXXXXXX-htmlstory.html
We're sorry to learn about the customer's confusion and appreciate the opportunity to provide clearness.
We've carefully investigated the information the customer has provided us.
As we've mentioned before, we located two accounts. The first account under email address *** For this account, in accordance with the customer's statement, we're able to confirm phone number XXX-XXX-XXXX was ported out on 04-08-2019, subsequently, the account was canceled on 04-16-2019. No charges were applied to this account after 03-19-2019. However, on XX-XX-XXXX a *** courtesy refund was processed.
Now regarding the second account associated under email address *** as manifested before, we're able to see on XX-XX-XXXX the customer processed an activation for their LTE SIM card. This included a free trial of our Premium 2GB LTE Unlimited plan.
This information is always disclosed before checkout and reiterated in a follow-up email, it includes the customer's order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
This account shows no record of a downgrade/cancelation attempt; since the customer failed to downgrade/cancel, any renewal charges associated with the account are considered valid and non-refundable.
We encourage the customer to have a look at their convenience: https://www.freedompop.com/service_plan_terms.htm.
On XX-XX-XXXX an additional *** courtesy refund was processed.
Due to the dispute related to the account under *** the customer must reach a resolution with their financial provider.
No further action can be taken on the accounts. We apologize for the inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
FreedomPop's online services did not help me. I made several attempts to understand why FreedomPop continued to charge me after I terminated my agreement. The customer service provided multiple, different responses. FreedomPop's customer service does not have a means to speak with a live person, which increases the difficulty in resolving questions or disputes.
The online customer service response and the responses to this complaint are different, but still do not respond to the facts. I have reviewed the documents on FreedomPop's web page and they do not address this problem.
After researching FreedomPop on public posts I see that FreedomPop uses its approach to answer customer complaints as a tactic to deter questions or complaints. Former customers have posted about their trouble. This is a pattern with FreedomPop.
FreedomPop deliberately and deceptively asserts that I had two accounts. It bifurcates the customer relationship between a phone number and an email in its response, but does not address how the fact that the user interface is only tied to a phone number. Everything was handled through one user interface associated with a phone number. Throughout the term of my interaction with FreedomPop, I did not have two separate bills or payments.
I expect FreedomPop to refund me as originally requested.
Have had a phone number from them from quite a while and dealt with the $20 top up, expired, $20 top up cycle without complaint. It allowed my son to have a limited phone account that was perfect for making sure he is safe. Two weeks ago, we decided it was time for him to have full phone service and printed the port out information on their page - it doesn't work! I have spent hours on the chat with them on two separate occasions (4/1/20 and 4/7/20) without resolve. I was told that a ticket was issued and I would hear in a day or two. It has been 7 days (gave some extra time given that we are in a pandemic) and I have heard nothing. I have been trying the chat now and am not being connected. I was told my new provider (one of the bigger reputable providers) that 3 out 100 numbers from freedom pop port out properly. Buyer be where - you likely won't be able to keep your number if you ever want to upgrade.
FreedomPop canceled my account shortly after I paid for 1 year of prepaid service and refuses to refund or reactivate my service.
In January 2019 I purchased 1 year of FreedomPop service from Best Buy.
In January 2020, I activated another 1 year of prepaid service. I interacted with FreedomPop customer service via twitter, which is an officially recommended method by them, as they don't offer phone customer service.
On January 13, 2020 they said they deactivated my old service and transferred my phone number to the new, prepaid 1 year of service.
On January 21st 2020, FreedomPop billed me 49.99 for 1 year of service on the deactivated line.
I contested the chargers with my bank. I won.
I noticed recently that I was unable to get ahold of the person I was paying for the line for. In light of recent events, I need that line active. I am unaware of WHEN it was canceled. But it was sometime between January 30th 2020, when I started the dispute, and now.
I contacted FreedomPop customer service April 1, 2020 about the issue.
On April 2, 2020 they responded stating that due to the fact I disputed the charges with the bank instead of with them, they have canceled my account and will not reactivate nor refund my service. They directed me to contact the company that distributes their FreedomPop branded products and request a refund through them.
I did nothing immoral, or wrong. I paid for a product in advance. I did not receive the product. I did not attempt to obtain services or money from the company through any form of deception. I disputed a charge for an inactive line that they said was inactive about a week before they billed me for it.
I just want what I paid for.
I want the remainder of my pre-paid service to be continued, accounting for the amount of time I have not been given. I also would like additional service granted to compensate for the fact the phone number is now gone and unable to be re-obtained. I will have to contact multiple relevant parties in multiple states to give them the new phone number.
We're sorry to learn of the customer's unsatisfactory experience with us, and we're sorry to learn about the customer's confusion regarding their Pre-Paid account.
Our records indicate the customer was assisted via Twitter by one of our representatives and provided with a resolution on 04-06-2020. Therefore, we will consider this case resolved.
However, should this not be the case, we ask the customer to reply here, and we will gladly respond promptly.
We apologize and appreciate the customer's understanding throughout this process.
The issue has been resolved. The carrier reactivates my services in whole, more than compensating for the time the phone was off.
I have requested cancellation of my account with 2 hotspots in ***.2020 and FreedomPop is still charging my credit card account They now owe me $206.85 and I want my money "now". Filing claim with Attorney General right away. This is not acceptable....
FreedomPop has charged me close to *** after I had communicated to them multiple times to cancel my account and initiate a refund. No response.
FreedomPop, a very easy-to-use sim card and data service for travelers, had continued to charge me for data plans for multiple months despite my attempts at canceling my account with them and reaching out to their customer service. I have included the ID number of each transaction they have initiated without my approval. I have even reached out to their acquiring company, RedPocketMobile. They told me they can't help me. I have not been able to get any response or cooperation from FreedomPop.
I would accept a refund from FreedomPop as well as a termination of my account and account information with them.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Upon reviewing the account associated with email address ***, we're able to see our records show no attempt to contact us or to cancel the service.
We do offer 100% free support via social media channels like Twitter and Community. Our representatives are more than competent and ready to assist. The customer may easily reach us by visiting *** or ***.
Our records indicate the customer has incurred a $6.99 charge for Safety Mode service which was added on 03-30-2020. Note, this charge was applied since the customer deactivated the Auto Top-Up service. The Auto Top-Up will be automatically deactivated once the customer has activated Safety Mode.
Now regarding the $0.01 charges, note, a maintenance verification charge of $0.01 is applied to ensure that our customers can utilize our services by verifying the payment method on file. As a consumer we want to ensure that service is always available, therefore, we perform a maintenance verification during the service when usage is not detected.
The customer may reference our TOS for further information by going to the section "Active and Suspended Broadband and Phone Service": ***
We're sorry to learn the customer has been unable to cancel the account on their end. As the customer has expressed interest in canceling their account, they may do so at any time by logging into *** and selecting "Settings" > "Account Status" > "Cancel".
However, if the customer is unable to cancel on their end, we request their consent to cancel on their behalf.
As a courtesy and once the cancelation is done we'd proceed to attempt a $7.05 refund in the faith of a better outcome.
We thank and appreciate the customer's understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no record of my cancelling my account because I never attempted to cancel my account. I only attempted to cancel my active plan -which there is no option for on the website. This is also why there are multiple $39.99 monthly charges back to back despite my only using this service for one month. I later decided I will cancel my account in spite of this. MY initial intent was to keep my account until my next trip but cancel the monthly plans while I don't need the service domestically. The whole reason of my dispute stems from the fact that the website does not make this possible, and there is no human customer service to contact that may help me problem solve. Thus, my problems with this business compounded with frustration, and I now will be cancelling my account and also would love to have back the money that was charged to my bank while I couldn't use the service. It is starting to seem like this business makes most of their revenue from unintentional initiations of automatic charges to people's banks.
Once more, we're sorry to hear of the customer's unsatisfactory experience with us.
We'd like to clarify to the consumer, within the terms of service, if downgrade or deactivation of services after their free trial is not completed the service will remain active and automatically renew at our then-current rates.
This information is disclosed before checkout and reiterated in a follow-up email which includes their order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
Customers may manage their account by logging into *** and following the instructions on the links below:
How to upgrade or downgrade your plan - ***
As of now our records indicate the account associated with *** remains active and in good standing. As we mentioned before, this account shows no indications of any attempted cancellation or any downgrade/deactivation process. Therefore, the account has incurred Maintenance fee and Safety Mode charges which was aforementioned.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
As we provided the customer with explicit instructions on how to cancel their account and as the customer has expressed a desire to cancel their account, we've gone ahead and canceled the account from our end and provided a courtesy refund.
We've refunded the amount of $7.05 for the Maintenance fee and Safety Mode charges associated with the account under email address ***. We ask the customer to allow 4-7 business days for the refund to process.
We thank and appreciate the customer's understanding throughout this process.