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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charged me for a service I never signed up or agreed to. no way to get a hold of a person, customer service is an email ticket system, replies read fr
I signed up for the .01cent sim card on march 5,2020, choose and number and choose Basic 200 the free account,
a week later I got the sim and I could never get it to work, I logged in and checked the instructions and saw a was just on the basic 200 free account. Then March 26,2020 I saw I pending charge for 35.97. I tried emailing and calling, calling I could never get a person and some of the phone tree options immediately disconnected you, others just said go on line and fill out a ticket. when I went online I discovered I was selected for a premium plan, international calling and a 4gig LTE internet plan, I never signed up or agreed to any of this,
the payment for the $0.01 cent sim was a region check card,they just decided to charge me when the sim was never even activated/used. I have since cancelled the account. and filed a dispute with my bank.
I have cancelled the account I want my money refunded, i want them to stop ripping people off this seems to be a common occurance
We're sorry to hear of the customer's unsatisfactory experience with us.
We'd like to clarify to the customer, all ordered SIM cards from our website are shipped active to ensure an easy set-up right out of the box.
Our records indicate the customer ordered an LTE SIM Kit on 03-07-2020, which included a free trial of our Premium 2GB LTE Unlimited plan and FreedomPop Phone Premier service. These trials become paid subscriptions that are charged accordingly if not downgraded before renewal. This is disclosed before checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
We're also sorry to learn about the customer's inconveniences encountered to contact us. We offer 100% free support via social media at *** where our representatives are more than competent and ready to assist.
We're able to see the customer canceled their account on 03-28-2020. In the faith of good customer service, we've processed a $35.97 refund for the renewal 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.
order a wireless sim card from them paid using PayPal but never Activated the sim or used. a few days later they charged me 108.50 dollars in PayPal
paid 1 cent for the sim card with PayPal on promotion. but later got charged for 108.50 dollars
cancel the sim / account and refund my money .
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 the charge applied to their account.
Our records indicate the customer was assisted via Twitter by one of our representatives and provided with a resolution. 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.
Again, we apologize and appreciate the customer's understanding throughout this process.
(The consumer indicated he/she ACCEPTED the response from the business.)
problem is resolved by customer service on twitter .
I do not have service with them and I didn't order a phone from them. I want a full refund for the *** they took out of my bank account and cancel.
I ordered 2 sim cards from them at 1 cent each. I didn't intend on using them right now. I had to use my debt card to get them. They have now charged my debt card 39.98 for service with them that I have not used nor will I use ever. I want a full refund of the amount and if they want the sim cards back, I will send them back but I want my money refunded because I have absolutely no phone account with them at this time.
full refund of *** to my credit/bank card or account.
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.
Please note all ordered SIM cards from our website are shipped active to ensure an easy set-up right out of the box.
Sub-account associated with ICCID ***.
Our records indicate the customer ordered an LTE SIM Kit - 3-in-1 - Voice/Data Bundle on 03-07-2020, which included a free 14-day trial of our Premium 2GB LTE Unlimited plan and FreedomPop Phone Premier service.
Sub-account associated with ICCID ***.
Our records indicate the customer ordered an LTE SIM Kit on 03-08-2020, which included a 14-day free trial of our Premium 3GB LTE Unlimited plan and FreedomPop Phone Premier service.
Please note, 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 the customer's order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
Upon account review we're able to see the $39.98 charges belong to a renewal charge, this charge was applied to the sub-account associated with ICCID *** because, as mentioned before, no action was taken before the ending of the customer's trials.
We're also able to see failed charges on the account associated with ICCID ***.
Note, we would be unable to process a refund if the accounts remain active.
Since the user has expressed their desire to cancel the accounts, they may cancel them 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.
As a courtesy and once the cancelations are done, we'd proceed to attempt a refund in the faith of a better outcome. Please be advised the phone numbers will be deactivated once the accouns are canceled.
We thank and appreciate the customer's understanding throughout this process.
The company sucks. They are thieves, they stole close to 150 dollars from me, and I didn't have any services with them. When I found out about the charges they refused to give me a refund. I told them that I didn't authorize any of the transactions, and I was basically told, "that's not their problem".
The phone help are negligible toward customers. The service isn't functional as advertised.
The service is unusable. The horrible calling app only works on wifi. The so called data service they sell barely works for internet. The data isn't fast enough to make phone calls.
I called in several times only to get rude mouthed responses, hangups, and rudely put back into the voicemail system. The voicemail option forces you to choose to pay *** for customer service or not get help.
I let my daughter use the horrible "phone call" app for a phone number which she occasionally used from our home wifi.
I could not get anyone to listen to my complaint to get my money back for the first full year of useless service.
I would like to get my initial first year of service payment back. I believe it was *** for the full year.
We're sorry to hear of the customer's unsatisfactory experience with us.
Our records indicate the customer processed an activation for their LTE SIM Kit for a Preloaded Annual 1GB on 03-11-2019.
We've reviewed the account associated with email address *** and we can see the customer was assisted via our Online Services by one of our representatives and provided with a resolution on 03-17-2020.
We're sorry to learn about the inconvenience the customer has experienced when trying to contact us, however, we'd like to elucidate, we do offer 100% free support via social media channels like Twitter and Community. Our representatives are more than competent and ready to assist. Our customers may reach us easily by visiting ***
Upon account review, we're able to see the customer acquired their SIM card through one of our retailers, Best Buy. We'd like to clarify, as the SIM was purchased from BestBuy and not FreedomPop, we cannot directly refund any charges to the customer.
We recommend the customer reference the refund policy associated with the 3rd party which in this case is Best Buy.
We apologize for the incovenience as there is no further action we can take regarding this case.
(The consumer indicated he/she DID NOT accept the response from the business.)
The representative responding to this case is lying.
Take 20 minutes and read the angry reviews similar to mine on the Revdex.com website. And read Google reviews in the Google app with the majority of people complaining in like manner.
The customer service is horrific. They are rude, they call you names, laugh at you and put you back into voicemail.
They will not listen to you resolving the worst issue which is their service doesn't work!!
They know it but are still allowed to carry on doing criminal business.
We're sorry to read of the customer's continued unsatisfactory experience. We will be sure to share their sentiment with our team as we are always looking to improve our all-around services.
Regarding a refund, per our records, the customer has been refunded accordingly by a previous representative. Therefore, we will consider this case resolved as no further action will be taken.
Once again, we apologize for the customer's unsatisfactory experience.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was refunded for a 2nd year charge for services I did not use. It was a charge at the beginning of a new cycle I was refunded for.
I want a refund for the previous year because the service didn't work and the representatives were rude and unhelpful.
Stole $20.00 from me after I downgraded my account. I then immediately canceled they still took the money! Crooks!
We're sorry to read of your unsatisfactory experience regarding the $20 upon downgrading, Andrew. However, upon downgrading to our Basic Plan, we do require our free plans to have account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment. Therefore, the $20 incurred is done so with the customer's consent.
Our records indicate the account associated with ***@gmail.com was canceled within the 14-day trial and so a refund of $20 was honored.
FreedomPop would not refund my *** in Top-Up credit they keep for accidental overage. They are now saying it is over 6 months and can't refund.
I created an account on 01/11/2018 with *** in top-up credit which they charge for accidental data overages.
1/11/18 16:17 XXXXXXXX Credit ***
Freedompop charged *** twice for some Premium service which was accidentally turned on, and I understand those charges as well.
1/12/18 3:27 PM XXXXXXXX FreedomPop Premium VIP Service ***
1/11/18 4:25 PM XXXXXXXX FreedomPop Premium VIP Service ***
The credit was used a few times as shown by the transaction history (attached).
But, the credit was also refilled:
7/30/18 18:04 XXXXXXXX Credit ***
I had a credit card change, so when I updated credit card, I was charged "Rebalance" fees, even though I already had over *** in balance as of 08/28/2019:
8/28/19 14:39 XXXXXXXX Rebalance ***
Now that I have ported my number out, and have a balance of *** in the account which is not used, I am asking for a refund on the credit card on file.
Freedompop kept charging monthly fees for NOT using the phone service while I was out of country.
From 12/11/2018 thru 02/22/2019, I was charged $0.01 (Total $0.06) as "Account Maintenance" because I was not using the service. I had no problem with that and I understand the charges.
Freedompop is saying it cannot be refunded as it is more than 6 months old transaction.
How is it OK to keep that money knowing it will not be used anymore for that account?
But now, when I want the refund of balance that I am not going to use since I ported the number out, they will not refund.
All I want is refund of *** of my hard earned money back to my credit card on file.
We're sorry to learn of the customer's unsatisfactory experience with us and would like to provide speedy assistance.
We've reviewed the account associated with email address ***, as expressed by the customer, the phone number has been ported out on Mar 4, 2020.
We were able to locate the *** credit balance the customer has mentioned.
Per the customer's information, and upon account review, our records indicate the charges were made back on 01-11-2018, 07-30-2018, 01-03-2019. Unfortunately, due to the time that has elapsed these charges are too old. For this reason, we would be unable to process the *** credit refund.
Since the customer's account is still active, they can select a new FreedomPop phone number by following the steps provided on this support article: ***
Once the customer selects a new phone number they'll be able to use their credit.
We apologize for the inconvenience, appreciate the customer's support and understanding throughout this process.
FreedomPop charged my credit card for a service I did not sign up for, and I have no email from them with account access information.
FreedomPop charged me for their premium service even though I signed up for the Basic Free service. I initially ordered a SIM kit for *** which led to an offer to get a second SIM + lots of free trials for $0.01, which I accepted. When I tried to call, I was offered another SIM for *** which I also accepted because I wanted three lines on the Basic Free service. The phone voice told me that my acceptance of the $0.99 offer was denied, but it showed up on my credit card just minutes later. The premium service was supposed to be a free trial, and I am supposed to be able to downgrade in my account, but I can't access it because they did not send me any emails with account access information (password, etc.). I have received no correspondence from them whatsoever even though they have managed to place three separate charges on my credit card already. I tried to call multiple customer support numbers, but none lead to a person with whom I can discuss the charges. They make you pay for email support, which I am obviously not going to do at this point. This whole service appears to be a scam.
I want the charge for the premium service removed from my credit card immediately, and I want the rest of the charges removed as well if this dispute causes them to cancel my account. I also want my account to be completely cancelled so that I incur no further charges, including but not limited to the mysterious recurring $.01 maintenance charge which other unhappy customers have already complained about.
We're sorry to hear of the customer's unsatisfactory experience with us.
Upon reviewing the account associated with email address *** we were able to locate the three sub-accounts the customer mentions.
Sub-account associated with ICCID XXXXXXXXXXXXXXXXXXXX.
Our records indicate the customer ordered an LTE SIM Kit on 03-05-2020, which, as indicated by the customer, is on the Free basic plan.
Sub-account associated with ICCID XXXXXXXXXXXXXXXXXXXX.
Our records indicate the customer ordered an LTE SIM Kit on 03-05-2020, which did not include a free trial.
Note, we would be unable to process a refund if the account remains active, however, since the user has expressed they'd wish to have only Free accounts, in the faith of good customer service, we're willing to make an exception, we'd like to present the customer the alternative to cancel their account and then reactivate their SIM card in another account under the Free basic plan through our website ***
They may cancel their account at any time by logging into *** and selecting "Settings" > "Account Status" > "Cancel".
If the customer is unable to cancel on their end, we request their consent in order to cancel on their behalf. As a courtesy and once the cancelation is done we'd proceed to attempt a refund in the faith of a better outcome. Please be advised the phone number will be deactivated once the account is canceled.
Sub-account associated with ICCID XXXXXXXXXXXXXXXXXXXX.
Our records indicate the customer ordered an LTE SIM Kit on 03-05-2020, which includes a 30-day free trial of our Premium 2GB LTE Unlimited plan.
These trials become paid subscriptions that are charged 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 can downgrade their plan on their account at any time by logging into *** and following the steps provided here:
- ***
Note, we do require our free plans to have a minimum 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.
We thank and appreciate the customer's understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
I would in no way have intentionally or knowingly ordered a SIM card which included $39.99 worth of monthly service; if I did so, then it was accidental and on account of the incredibly deceptive selling and billing practices that FreedomPop considers acceptable. Moreover, I *stillhave not received any confirmation emails with account access information (and yes, I checked my SPAM folder), so I had and still have no way to request a downgrade (which they charge for!) or to make any changes to my account whatsoever; and since they have no customer support via phone or email that is free, I had no way to address this lack of a confirmation email with anyone at FreedomPop. I have already disputed the $39.99 charge and the $0.99 charge through my credit card and have received a refund through them, because the offer I was made as I understood it after placing the original order for a SIM kit totaling $16.98 was for a second SIM with a free monthly trial of several services for $0.01. I want FreedomPop to refund the original $16.98 charge for the SIM I ordered, as I have no intention whatsoever of making use of their supposedly free, incredibly deceptive service. If I must return the SIM card to receive this refund, so be it, but as their shipping charges were exorbitant and their sales practices are borderline fraudulent, I would be grateful if they just refunded the money. I want all accounts and sub-accounts associated with my name cancelled immediately. I have blocked FreedomPop on my credit card and expect to incur no further charges from them.
We're sorry to hear of the customer's unsatisfactory experience with us.
Our records indicate the customer's accounts associated with email *** were canceled due to a dispute with their financial institution on 03-12-2020.
This is in violation of our agreement. The customer may reference our TOS for further information regarding a dispute here:***
In accordance to the customer's statement, we see they were indeed refunded the $0.99 and *** charges.
As the *** charge was not disputed we've attempted a $9.99 refund to the account in the faith of a better resolution.
Please note, as the device was successfully delivered, the shipping cost of $6.99 will not be honored.
Regarding the SIM card, the customer may simply discard.
We apologize for any inconvenience this may have caused and thank the customer's understanding throughout this process.
Service Request Cancellation
I have submitted a complaint to the company on February 18, 2020
Ticket ID : #XXXXX, phone *** I was auto-charged 4 times each time $26.9 while account since it was subscribed is Free Basic Plan.
The ticket was not resolved since February 18, I was charged again on March 4 while I have told them that I should not be charged.
Refund the auto-charge amounts and cancel the account.
We're sorry to learn of the customer's unsatisfactory experience with us and would like to provide speedy assistance.
We've been unable to access the customer's account with the case credentials.
We would kindly ask the customer to provide us with the account email(s) and phone number(s) associated with their current concern. The requested information is required to ensure a prompt resolution.
If the consumer does not have this information, we ask the consumer to provide us with the following information to help us locate the $26.9 charges they mention:
-First and last four digits of the card that was charged
-Amount
-Date
-First and last name on the card
The customer can cancel their account at any time by logging into *** and selecting "Settings" > "Account Status" > "Cancel".
We thank and appreciate the customer's support and understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have provided the information they requested since 23 Days ago, I have an open ticket with their support (http://support.freedompop.com), the open ticket details are below :
Ticket Id #XXXXX Assigned to: ***
But also here again, below they can find the earlier provided info.:
***
Date 2/14/XX XX:XX PM Transaction Number : XXXXXXXXX
Date 1/4/XX X:XX AM Transaction Number : XXXXXXXXX
Date 12/4/XX X:XX PM Transaction Number : XXXXXXXXX
I CAN'T CANCEL THE ACCOUNT IN YOUR WEB SITE, NO CANCEL OPTION, JUST CLOSE THE SERVICE AND CLOSE THE OPEN TICKET, ITS FRUSTRATING TO KEEP CHASING YOU FOR MORE THAN A MONTH TO RESOLVE THIS ISSUE
We were unable to locate the customer's account and/or charge(s) with the provided information, therefore, to provide prompt assistance, we request that the consumer provide us with the following information to help us locate the $26.9 charge(s):
- First and last four digits of the credit card that was charged
- Amount
- Date
- First and last name on the card
We thank and appreciate the customer's support and understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
This the information you requested :
***
- First and last name on the card
First Name : ***
Last Name : ***
This information was given to is already provided 21 days ago, its part of the open ticket : #XXXXX
I Can't cancel the service through web site as "cancel" option is not available online for my account.
Your has the worse customer service, ignoring the open ticket, requesting details which is provided multiple times.
Refund these payments and close my account
We appreciate the customer providing information as requested. However, the information provided was insufficient and so we were unable to successfully locate an account.
As previously stated, we are requesting the first four and final four digits associated with the credit card on file so we may proceed with a proper investigation and an expedited resolution.
We apologize for the inconvenience and look forward to the customer's response with the information in full.
(The consumer indicated he/she DID NOT accept the response from the business.)
There is the First Four digits of CC : ***
Final Four Digits of CC:
We appreciate the customer for providing us with the information requested.
We were able to successfully locate the charges mentioned by the customer.
Our records indicate the customer ordered an LTE SIM Kit - 3-in-1 - Voice/Data Bundle, which included a 30-day free trial of our Premium 2GB LTE Unlimited plan. These trials become paid subscriptions that are charged accordingly if not downgraded before renewal.
Within the terms of service, if downgrade or deactivation of services after your free trial is not completed the service will remain active and automatically renew at our then-current rates. Because no action was taken before the ending of the trials, the renewal charges were applied.
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.
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 associated with email address *** from our end.
As a courtesy, we have processed a $26.09 refund for the latest renewal charge. Please allow 3 - 5 business days for the refund to reflect within your bank records.
We apologize for the inconvenience and appreciate the customer's understanding throughout this process.
Purchased a sim card. System hasn't activated. Can't change the account, can't contact anyone. At a loss, not going to pay for services not rendered.
Sim Card ordered Feb 7. Received February 22nd, attempted activation February 23rd. Said it went through. System hasn't functioned properly since. Received bill - they are charging from 2 weeks after the order, when I hadn't even activated.
Attempted contact with the company has resulted in no resolution. No humans available via phone, cannot contact FreedomPop unless I have access to my online account - numerous attempts to reset the password have resulted in no resolution.
I agreed to pay the 99 cents for the SIM Card. I did not agree to $35 / month until after I tested it and saw that service was okay. A refund of all but $1.09 for all charges, and access to the account.
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.
Please note all ordered SIM cards from our website are shipped active to ensure an easy set-up right out of the box.
Sub-account associated with ICCID XXXXXXXXXXXXXXXXXXXX.
Our records indicate the customer ordered an LTE SIM Kit - 3-in-1 - Voice/Data Bundle on02-07-2020, which included a free 14-day trial of our Premium 2GB LTE Unlimited plan and FreedomPop Phone Premier service.
Sub-account associated with ICCID XXXXXXXXXXXXXXXXXXXX.
Our records indicate the customer ordered an LTE SIM Kit on 03-05-2020, which includes a 30-day 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.
Regarding the $35.97 renewal charges the customer mentions, we're able to see the renewal charges were applied to the sub-account associated with ICCID XXXXXXXXXXXXXXXXXXXX because no action was taken before the ending of the customer's trials.
The customer can downgrade their plan and/or add-remove services on their account at any time by logging into ***
Note, we do require our free plans to have a minimum account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
Our representatives are more than competent and ready to assist our customers through our 100% free support via social media channels like Twitter and Community. The customer may reach us by visiting ***. We encourage the customer to contact us through any of our Social media should they ever require assistance.
It is our understanding the customer has been unable to reset their password *** has caused the inability to access their account. We apologize for the confusion this might be causing.
Should the customer consent we may reset their password *** they can access their account.
Per our terms of service, we will be unable to issue a refund. For additional reference, the customer may refer to our ToS for further information: ***
We thank and appreciate the customer's understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
The 14 day trial expired before I received the Sim card. Even when the sim card was "activated" I was denied multiple attempts to access the account, use the service, or downgrade. Even on Thursday, after finally seeking help from a 3rd party and resetting the account, there was no option to downgrade, despite following the instructions previously found on their website (and cited by the article they provided). Today, when attempting to downgrade, there was AGAIN, no option to do so.
Beyond this, the E-mail received on February 7, 2020 stated that "First Month Service Cost: 0.00" - to me, this assumed a potential 10 day shipping time, and 14 day trial period of the service.
No second sim card was ordered or authorized. Payment on that has been denied after calling the credit card, and the merchant is blocked as far as I am aware, from charging anything further to the account.
The announcements further failed to disclose a $20 top-up charge.
Social media is not a replacement for attempts to contact a firm via telephone. Despite stating that they have a live, 24 hour customer support line in an E-mail sent, no "live" representative was available as an option. Beyond this, attempts to use social media did not result in a response. I don't use Twitter as a general rule, and attempts to use the freedompop community, as mentioned, were not possible as I was denied a password *** option, and access is denied to "community" unless you have the account password. Therefore, attempts to reset the password *** the community were not possible, and attempts to reach FreedomPop for their service issues was also not possible.
As I mentioned originally, full refund of the account is request, in the original payment method.
We're sorry to learn of the customer's unsatisfactory experience with us.
Our records indicate the customer's accounts associated with email address *** were canceled due to a dispute with their financial institution on 03-08-2020.
This is in violation of our agreement. The customer may reference our TOS for further information regarding a dispute here: ***
Due to the dispute, the customer must reach a resolution with their financial provider.
We apologize for the inconvenience as no further action can be taken on the accounts.
Never delivered on product. Continues to bill 1 penny per month even after problem was communicated.
I ordered and paid for a wireless hotspot from Freedompop. The device was never delivered, so a refund was requested and processed. After the refund, I began being charged monthly. I brought this to the company's attention, who refunded the money and cancelled my account. The charges have continued even after the above.
A full refund of all charges and no additional charges in the future.
We're sorry to learn of the customer's unsatisfactory experience due to their initial device not delivered as expected.
We've reviewed the account associated under email address *** and our records indicate the account was canceled on 01-09-2020.
Upon further review, we were able to locate a *** charge made on 02-17-2020, since the charge was made after the account cancelation, we'd like to confirm that a refund in the amount of $0.01 has been issued. We ask the customer to allow 3-5 business days for the refund to be reflected within their bank records.
We want to assure the customer, we will provide the necessary feedback to prevent this from happening in the future.
We apologize for the inconvenience this has surely caused and appreciate their patience and understanding.
Fraudulent charges on "free" basic service
This company advertises 3 basic service with 200 minutes talk 500 text 200 mb data per month. I signed up for this in the beginning of month. However to initiate count they asked for credit card number. The charge top up of *** When a consumer is not not even aware that the free data has been used in the name of providing smooth service. Actually the free service is not free at all its *** per month If you want to avoid this automatic top up. I contacted the customer service via Twitter As there is no direct phone number. They refused to refund my
Refund as well as change in practice.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
In accordance to the customer's statement, we see they were indeed assisted via Twitter by one of our representatives at which point they were provided with a resolution on 02-26-2020. Within this point of contact, the consumer was informed their account had a 496 MB data overage on the billing cycle during the period comprehended between Feb 13, 2020, to Mar 13, 2020.
Reaching and exceeding their data threshold generated the $20.00 Top-Up charges, dated 02-23-2020.
We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding their 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."
Touching back to the account credit charge, the credit covered part of the 496 MB data overage and the remaining amount of credit $7.61 was refunded by our Twitter representative on 02-26-2020.
Upon account review, we're able to see the account associated under email address *** has the Auto Top-Up feature currently active.
Our representative has provided instructions on how to deactivate this feature, however, we're able to see another $20 failed charge on *** due to once again exceeding the data allowance.
Unfortunately, the refund of $7.61 was a one-time courtesy refund in the faith of a better resolution. Since the customer has failed to deactivate the Top-Ups feature, any charges associated with said feature will be considered valid and non-refundable. We apologize for the inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
This company operates on "bait and charge" scheme. They advertised "free" service of 200 minutes, 500 texts and 200mb data per month.
However, they ask for your credit card when you "activate" the service. At the time of activation, there is no mention of any top up or any recurring charges. Even after activation, web account does not show any recurring charges. Credit card details are there but you cant delete it. It is automatically stored.
Then to have the service, you have to use their "app", which uses internet to make call or text. Therefore, you can not disable mobile data.
There is 3 hour lag period between their system limit calculation and warning to you, which again is hidden in app.
I only used 4 minutes of talk and they charged $ 20. As soon as I realized, I had to cancel my credit card as you cant delete the card online.
Only way to reach them was via twitter.
Then they issued a refund, only to attempt to charge again for $20 (This time their scheme did not work as I have cancelled my credit card, but it showed as a failed charge).
I have switched off my phone and do not want to use this company anymore. I have disputed the charge with my credit card company as this was not authorized by me.
I want full $20 refund.
I will like Revdex.com to reduce the rating to F.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide clearness regarding this matter.
Our records indicate the customer activated an LTE SIM Kit - 3-in-1 - Voice/Data Bundle on 02-13-2020.
FreedomPop account do require a valid payment method, to ensure it remains active and in good standing.
As we've mentioned previously, we disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding their data threshold, customers have the option to disable this feature at any time.
The consumer was previously informed, their account had 496 MB data overage on the billing cycle during the period comprehended between Feb 13, 2020, to Mar 13, 2020.
Reaching and exceeding their data threshold generated the $20.00 Top-Up charges, dated 02-23-2020. The credit covered part of the 496 MB data overage, since the Automatic Top-Up feature was enabled, the $20.00 credit charge was applied and used towards data usage when they exceeded their plan data threshold, at our Additional Data Rate of $0.025/MB on the Free plan / $0.02/MB on a paid plan.
In concert with the customer's statement, we're able to see the account associated under email address *** has the Auto Top-Up feature currently active. Take into consideration, our representative provided instructions on how to deactivate this feature, however, the customer left the feature active which caused a $20 failed charge on 02-26-2020.
The customer is correct in Twitter support being available, however, our consumers can also reach out to our Community by visiting ***
As the customer has expressed interest in canceling their account, they may do so at any time by logging into my.freedeompop.com 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 would like to elucidate, since the customer has been provided with a one-time courtesy refund for the remaining credit and the rest of the credit covered the 496 MB data overage, we're no longer able to process a refund.
We apologize for the inconvenience as no further action can be taken on the account.
(The consumer indicated he/she DID NOT accept the response from the business.)
They have repeated same words from the last response thinking that repeating the statement make it go away.
They charged my credit card (information obtained for "activation fee of $0.99", without disclosing anywhere that there will be recurring charge). Furthermore, there is no way to delete the card informaltion. So called welcome email is misleading and fraudulant.
All charges made in the name of "active service". If you are providing "free" service, then hold service once the customer uses the free quota.
They are enticing people in name of free service and cheating them with exhorbitant "top up".
I will also escalate this to FCC.
Shady company with zero customer service
Freedom pop is a very shady company. I'm simply trying to cancel a service that I'm getting charged for that was supposed to be free. The number to call is a joke. No matter what option you choose from the menu you will be told to go to the website and will automatically hang up on you. I tried several times to cancel from several devices and even after being told they will charge me $20 to cancel, when I try to cancel an "error" occurs every time. Wish I could just speak to a human to cancel service and stop being charged!
Since I never even used this service not once, I would like a refund and definitely want to completely cancel all service asap
We're sorry to hear of the customer's unsatisfactory experience with us, we appreciate the opportunity to provide clarity regarding this matter.
Upon reviewing the account associated with email address *** we're able to see the customer has two active accounts.
Our records indicate the customer ordered an LTE SIM Kit - 3-in-1 - Voice/Data Bundle on 12-27-2018, which included a free trial of our Premium 2GB LTE Unlimited plan and the FreedomPop Phone Premier service.
Our records also indicate the customer activated an LTE SIM Kit - 3-in-1 - Voice/Data Bundle on 12-27-2018, which included a free trial of our Semi-Annual subscription for the Premium LTE 2GB Unlimited Semi-Annual plan and the FreedomPop Phone Premier Semi-Annual 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.
Within the terms of service, if downgrade or deactivation of plan/services after the free trial is not completed the plan/service will remain active and automatically renew at our then-current rates. And since no action was taken before the ending of the trials, the renewal charges were applied.
We're able to see the customer attempted to downgrade to the Free Plan, which caused $20.00 failed charges.
We do require our free plans to have a minimum 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.
Although, the customer states they are unable to contact our team. We do offer 100% free support via social media channels at *** where our representatives are ready to assist.
As the customer has expressed interest in canceling their account, they may do so at any time by logging into my.freedeompop.com 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 freedom pop keep charging me for *** USD each month, there is no way that I can stop the charging.
I used to use their trails 5 years back. After I terminate the service, they kept charging me for years. *** each month. I do not remember the service id so I am not able to log into their website. However, they kept charging, even after I replace my credit card, their charge never stop.
Stop charging me! remove me from their charging list!
We're sorry to hear of the customer's unsatisfactory experience with us, we appreciate the opportunity to provide clearness.
Our records indicate the customer has an active account associated with *** which is associated with a Freedom Spot - Photon. The account shows no attempt to cancel nor any history of contact with us via our social media channels at ***where our representatives are ready to assist.
Regarding the $2.99 incurred, this is associated with an Administrative Charge which is applied per line, per month by FreedomPop as we may become subject to additional regulatory requirements in the future which may require us to charge other additional amounts. Our charges may also include administrative charges, and we may also include other charges related to our operational costs. We set these charges; they aren't taxes, they aren't required by law, they are kept by us in whole or in part, and the amounts and what they pay for may change.
However, since the user has stated they are unable to log into their account, we've gone ahead and canceled the account under email address *** to avoid further charges. We've also honored 3 courtesy refunds each in the amount of $2.99. We ask the customer to allow 3-5 business days for the refunds to process.
We thank and appreciate the customer's understanding throughout this process.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thanks for the efforts of Revdex.com. As long as I can end any relationship with the freedom pop Corp, I am satisfied. Thanks again.
Freedompop will not allow me to cancel my service. I have tried to contact by phone, via the website, etc.
When I signed up for the "free monthly plan" there was a statement that after the first month, my account would be auto-billed $9.99 and to avoid this cost I would need to go to my account and downgrade. When I attempt to downgrade or cancel my account I cannot. It asks for a password. When I signed up it never asked for a password and I never entered one. I completed signup about 20 minutes ago. When I try reset my password on the website, it asks for my email. It says it sent me a reset link, but it didn't. I also tried the text option with the same result. When I call to downgrade it tells me I have to login online (which I cannot do because of the password issue). When I try to cancel by phone is says I cannot cancel because my order is being processed and that I have to wait for the SIM card in the mail before I can cancel. I have the SIM card; I bought it at Target.
This company's business practices are incredibly shady. I'm shocked that Target sells this product.
I want to cancel this account.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide clarity.
Our records indicate the customer processed an activation for their LTE SIM Kit - 3-in-1 - Voice/Data Bundle on 02-11-2020, which included a free trial of our FreedomPop Phone Premier service. These trials become paid subscriptions that are charged accordingly if not downgraded or removed before renewal. This is disclosed before processing the activation and is reiterated in a follow-up email which includes their subscription details and instructions on how to manage their subscriptions through our self-help tools.
It is our understanding the customer has been unable to reset their password *** has caused the inability to access their account. We apologize for the confusion this might be causing.
Should the customer consent we may reset their password *** they can access their account.
Once logged in the customer can remove the FreedomPop Phone Premier service by following the steps provided in this support article: ***
Our representatives are more than competent and ready to assist our customers through our 100% free support via social media channels like Twitter and Community. The customer may reach us by visiting *** We encourage the customer to contact us through any of our Social media should they ever require assistance.
As the customer has expressed a desire to cancel their account and should they wish to proceed with the account's cancelation, we request their consent to cancel on their behalf.
We thank and appreciate the customer's understanding throughout this process.
worst experience. There is no way to cancel order online. You need to pay 20$ to downgrade. No option to remove Credit card.
Freedompop took $20 from my Paypal account balance On Dec.9 the 2019 without my authorization.
Freedompop took $20 from my Paypal account balance On Dec.9 the 2019 without my authorization. And since then this company crazily deduct 5 cents numerous times per day without my authorization. As checked, I didn't use any service since Sep 2019.
Full credit of $20 back to my Paypal account.
We're sorry to learn about the customer's unsatisfactory experience with us.
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."
Updates to our Terms of Service, such as Top-Ups are posted on our website when they are made. Per our terms of service, continued use of services/website implies consent to new terms.
Our records indicate account associated with email address *** was canceled on 02-01-2020.
We've carefully reviewed the account and we're able to see the customer's data limit was exceeded by 349 MB on Nov 30, 2019, to Dec 31, 2019 cycle, and was exceeded by 182 MB on Dec 31, 2019, to *** 31, 2020 cycle.
The remaining amount of credit at the cancelation time was $6.76.
The account indicates no record of any charges on the amount of $0.05.
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 carrier is dishonest. In order to turn off " auto top up", subscriber need to pay extra $6.75 at least monthly. It doesn't make sense to pay extra money to not give the carrier the ability to take money from my account. Once they charged me $20, they started to deduct $0.05 at least five times daily to use up balance $20. See the attached picture I provided. There is no such charge before $20 top up. I don't use this account at all. I use this for emergency only so the phone is off all the time. I wonder how do they created data usage when my phone is turned off. I highly doubt freedom pop use this way to cheat customer. That's why decide to close my account
But I want to bring to public attention to be aware of this company.
We're sorry to learn about the customer's unsatisfactory experience with us and appreciate the opportunity to provide clearness.
As we mentioned previously, we disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding the data threshold.
To deactivate the Auto Top-Up service, the customers must activate the Safety Mode service ($6.99/mo). 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.
As explained previously, our records indicate for the account associated under email address *** that the customer's data limit was exceeded by 349 MB on Nov 30, 2019, to Dec 31, 2019 cycle, and was exceeded by 182 MB on Dec 31, 2019, to *** 31, 2020 cycle. As the customer exceed their data plan limit, credit was deducted from their account, at our Additional Data Rate of $0.025/MB on the Free plan / $0.02/MB on a paid plan.
Data usage can't be altered as the usage being reported comes from the customer's SIM card connecting to the nearest tower.
Our records indicate the customer was assisted via our Online Services by one of our representatives and provided with a resolution. Therefore, we will consider this case resolved.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedompop finally decided to issue full refund of what I am asking for. I am willing to close this case but that I stand my view their way to run business dishonest and sketchy.
I signed up for a free freedompop sim card which was canceled without warning, then I got a new free 'lte' version with unspecified outrageous fee
I had a free plan with freedompop for a 'global sim', which they abruptly canceled for everyone, so I had to order a new sim card. Upon getting the new sim, with claimed free service', I did have to pay for the sim....and upon logging into my account I found I was automatically signed up for a service that costs 14.95, but would monthly bill me 70$ per month. There was a 'downgrade' option to a free service, but they REQUIRE a 20$ amount on the account. This is not a free service and forcing a user who signed up for a free service to pay.
next bill *** claimed plan *** the scam to actually downgrade to the free plan I initially signed up for
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Some SIM cards include a free trial of our Quarterly subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged quarterly 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.
Regarding the $20.00 charge upon downgrading, this is due to the account not meeting our minimum requirements. 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. 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.
As an alternative, the user may add manually a $10.00 credit prior downgrade to fulfill the minimum credit requirement by logging into my.freedeompop.com and selecting "Billing tab" > Account Credit & Top Up Settings" > From here the customer can add credit in $10 increments ($10, $20, $30, etc.).
Our Free Basic plan includes 200 MBs of data, 200 voice minutes and 500 text messages, and is completely for free. As long as the customer's account is active with the Free Plan, no additional services are active and their data threshold is not exceeded, they shouldn't incur additional charges for the service.
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 packaging clearly states this is a free plan, and I do not recall seeing any notice upon checkout for a fee. I only had to order this sim because freedompop canceled all global sim cards. This is a deceptive business practice.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide clearness one more time.
As previously mentioned and as per our terms of service, customers must have an account balance available to be on the free plan, to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay. If not, the customer will incur a $20.00 charge upon downgrading. The $20.00 will be placed as a credit on their accounts, which they may use towards data overage.
However, the customer also has the option to manually add a $10 credit prior downgrade to fulfill the minimum credit requirement by logging into my.freedeompop.com and selecting "Billing tab" > Account Credit & Top Up Settings" > From here the customer can add credit in $10 increments.
Once the credit is added, and as long as the customer's account is active with the Free Plan, no additional services are active and their data threshold is not exceeded, they shouldn't incur additional charges for the service.
Our Free Basic plan includes 200 MBs of data, 200 voice minutes and 500 text messages, and is completely for free, $0.00.
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.)
how is fine print wording justifying a bait and switch as free? then they dont even say, and craftily sneak around saying; if you use over the 200mb up to the 2gb of the 'free upgrade', then downgrade, you'll also incur overages.
"
Our Free Basic plan includes 200 MBs of data, 200 voice minutes and 500 text messages, and is completely for free, $0.00. "
if this was true, you wouldnt require a credit card and charge 20$ to downgrade.
This was literally the only email I got at first..a mash up of templates 'password *** as a confirmation email***
*** no mention of a downgrade fee, and this was the first time the 'upgrade' was mentioned.
Back in June 2019, I was unable to activate my phone to their service. No connection was ever made. Yet, they fraudulently charged me *** each month
Their system makes it impossible to speak to anyone to stop the fraudulent *** monthly charges.
Because I never received any services from their company... 1. Stop charging me. 2. Refund me for all the changes since May or June 2019 3. Compensation for the trouble forcing me to write to my credit card to investigate this. 4. A genuine apology.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Our records indicate the customer ordered an LTE SIM card on 06-27-2019, which includes a free trial of our FreedomPop Phone Premier service. 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.
Upon reviewing the account associated with email address ***, the customer signed up to a Basic 200 plan for which they were not charged thereafter. However, the customer left FreedomPop Phone Premier service active which has resulted in continued renewals of the service.
Note, our records show no attempt to contact us or 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 reach us by visiting *** We encourage the customer to contact us through any of our Social media should they ever be in need of assistance.
However, should the customer instead wish to cancel their account, they may do so at any time by logging into my.freedeompop.com and selecting "Settings" > "Account Status" > "Cancel".
We thank and appreciate the customer's understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not receive any services from that company. All SIM card attempts to connect a new phone failed. I've been unable to go even to what they say is my account. And contrary to what they claim, to speak to a real person concerning the issues is impossible. All I ask is a refund for the 8 months of no service. That's all. A complete refund. It's so simple
We're sorry to hear of the customer's unsatisfactory experience with us.
As mentioned previously, all necessary information 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 can manage their account at any time by logging into my.freedeompop.com.
Within the terms of service, if downgrade or deactivation of services at the conclusion of the free trial is not completed the service will remain active and automatically renew at our then-current rates. And since no action was taken before the ending of the trials of FreedomPop Phone Premier service, the renewal charges were applied.
Our representatives are ready to assist our customers at any time by visiting our 100% free support via social media channels at ***
As the customer has expressed they're unable to use the service, we've gone ahead and deactivated the FreedomPop Phone Premier service to prevent further unwanted charges.
Should the customer wish to cancel their account, they may do so 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 in order to cancel on their behalf. As a courtesy and once the cancelation is done we'd proceed to attempt a 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.)
They still have not refunded my credit card for 8 months of unused service. Their response is to confuse the real issue: there was never any connection to a phone. The Sim card I purchased, and returned to Best Buy was refunded. No connection was ever made. The telephone I purchased from Amazon was returned, and refunded, since I was unable to have it connect to fpop network, and ABSOLUTELY no one at fpop was reachable in reality. They may claim they help, but in reality, they didn't. Who has ever heard of being charged for a phone service, with no phone connection? Worse yet, who has ever heard of a reputable company who stubbornly refuses to refund charges to a service never rendered? Again: my extremely reasonable request-please refund my credit card for the 7 or 8 months of imaginary or non-existent service. Thanks.
We'd like to clarify, that as we've mentioned. Although the purchased SIM card was returned to Best Buy. All necessary information was disclosed before checkout and reiterated in a follow-up email, such email included their order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
We understand where they're coming from, however, as the customer can manage their account at any time by logging into my.freedeompop.com and our records show no attempt to contact us or cancel the service, as stated within the terms of service, since the deactivation of the FreedomPop Phone Premier service after the free trial was not completed and no account cancelation was made, the service remained active and the renewals at our then-current rates were applied.
As we provided the customer with explicit instructions on how to cancel their account and as the customer has expressed never received the service and no longer has the SIM card, we've gone ahead and canceled the account from our end and provided a courtesy refund.
We've processed a refund in the amount of $29.97 for the renewals 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.
(The consumer indicated he/she DID NOT accept the response from the business.)
Of course they have my permission to do whatever is necessary to the account. I will be monitoring closely my credit card statement for 1) no more charges from fpop. And 2) the refunded *** over 8 months past, amounting to a total of: *** once, I receive that final amount, I will consider the matter resolved.
Freedom Pop charged me *** when I didn't approve anything of that nature.
Seeking Refund...charged for something I didn't use.
Refund
We're sorry to hear of the customer's unsatisfactory experience with us.
Upon account review account associated with email address ***, we have confirmed an outstanding payment in the amount of $136.36. We were unable to successfully capture the original payment on 10-09-2019. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is canceled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
We are unable to attempt a refund due to the account being active. This in turn would allow the account to reap benefits of a paid subscription. The customer can cancel their account at any time by logging into my.freedeompop.com and selecting "Settings" > "Account Status" > "Cancel".
We appreciate the customer's understanding throughout this process.