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FreedomPop

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

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Reviews Internet Service FreedomPop

FreedomPop Reviews (%countItem)

Freedompop sneakily asserts a free trial into their free 200mb per month cell phone plan. I activated my SIM on 1/25 after ordering on 1/18.

Unknowingly, they had been running up the free trial even though the SIM card had not yet arrived.

There was zero indication that the trial was about to end (no email, text, or anything), and on 2/20 they charged 98 dollars to my account. Immediately, I canceled this service and submitted a ticket to the unknowingly (at the time) atrocious customer service hoping to resolve this with a refund. They declined because I had used some data (a few megabytes out of a 2gb plan.)

All of this was so nefarious, and the terrible customer service has me questioning my next steps.
Product_Or_Service: Free 200mb Service
Order_Number: XXXXXXXX

Desired Outcome

Refund I would like a refund of the 98 dollars charged to my account. It is 2/20 today, it was charged yesterday 2/19. I would also like these services cancelled obviously.

FreedomPop Response • Feb 28, 2018

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM on 1/18/18, which included a 1-month free trial of our Semi-Annual subscription of Premium LTE 2GB Unlimited Semi-Annual ($71.94) and FreedomPop Phone Premier ($26.94). These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools. We do send a notification to alert the customer that their trial is about to end.

In the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped.". The device/subscription arrives activated to faciliate the start up process as many customers expect the device and service to be ready to go upon arrival.

As there was usage during the first 3 months, we cannot issue a full refund of their selected subscription. The options are:
- Downgrade to free. The paid term will still be completed, but the plan will not renew on a paid plan when renewal is due, it will renew on the selected free plan.
- Cancel account. In this instance, we will refund the remainder of their term (3-months) and cancel the account.

Currently the customer's log shows they downgraded to our free plan which ensures the account will not renew on their originally selected paid plan. If they wish to cancel for a pro-rated refund, please provide final confirmation here.

After cancelling my services with this company they continued to bill me. I repeatedly had to call and get my account refunded, this went on for 1-2 years. Then after years of calling complaining ad fighting them to credit my account, this last time to get my credit for over sixty dollars, I was unable to get a customer service specialist, they wouldn't even take my calls.....refusing to let me speak to a supervisor, they repeatedly sent me to a answering service denying me the right to speak to someone regarding my requiting a refund for fraudulently and repeatedly continuing to charge me for services that were repeatedly canceled for 2 years. Finally I had to resort to asking my credit card company to intervene and challenge the charges for me.
Product_Or_Service: hot spot home internet
Order_Number: multiple
Account_Number: unsure

Desired Outcome

Contact by the Business I want them to know that their unethical practices are not going unnoticed and that onto of the fraudulent practice and denying their current or past customers the right to speaking to a supervisor or taking my information and looking into my complaint and request for refund. I have had much success in working with the Revdex.com and thank you for your assistance. I also in dissecting my billing found that they were charging me monthly for each device.

FreedomPop Response • Feb 28, 2018

We're very sorry to hear if this has been the customer's experience with us. There is insufficient information in this complaint for us to locate the account in question. We request they provide the name, phone number, or email associated with their order so we can investigate.

This company was supposed to send me a sims card for .99 cents for a 30-day trial. I never received the item. So I have been calling this place to cancel and the same 2 people keep answering the phone and tell you that they are transferring you to billing but sends you to a line that places you on hold and no one ever answers. When you call them back they cut you off and say they are transferring you to someone that can help you. I was on hold for 40 minutes and no one picked up. When I called the 2 people and ask to speak with a supervisor they tell you to hold and transfer you back to the same line where no one answers. I feel this is a scam and people need to know about this.
Product_Or_Service: Sims card

Desired Outcome

Other (requires explanation) To let it be known if this business is a scam

FreedomPop Response • Feb 28, 2018

We apologize if there was any confusion with the customer's order.

Our records indicate the customer activated an LTE SIM under ***@carolina.rr.com on 1/12/18. The activation came with an offer for an additional SIM for $0.99. The customer accepted the offer and placed an order for SIM #2. This SIM was shipped on 1/12/18 and was "refused" by the customer upon arrival which caused the SIM to be returned to our facilities for a full refund. During this process, SIM #2 was erroneously charged a renewal for their selected subscription. As the device had been refused already, we issued a full refund of the renewal on 2/22/18 along with their $0.99 SIM order.

Though the customer's desired resolution is unclear, we can confirm that both accounts have since been canceled - there is no further action to be taken on this account.

Customer Response • Mar 04, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
The first account was not suppose to be canceled it was free but Sims #2 was not refused it was sent to the physical address that does not have a mail box. I told her to send it to the PO box but she did not. I don't care about the first account. I have been refunded and do not want any further dealings with this company. I thank you for your help in settling this matter.

Funds Illegally deducted from my Paypal Account
I signed up for their $0.99c sim cards. They arrived (3) no problems. I activated the sim cards and then downgraded the packages to FREE which includes 200 min, 500text, 200mb. I was charged $15 to downgrade each sim package which was a total of $45.
A few days later I was concerned and just had a bad feeling about this Freedompop. I went online to their website and rechecked all the details of my sims that I had purchased. I then seen that they had an option selected for $26.94 per sim per month. HOLD ON!!!!! This is supposed to be FREE SERVICE. I de-activated the amounts on their website and selected the $0.00 per month option. Today almost a month later I see that they went ahead anyway and still deducted 3 x $26.94 which is a total of $80.82 total + $45 for the downgrade of the sims.
So the total deducted before I even made a phone call for 3 sims that were supposed to be free is $125.82. When I tried to call them today to dispute these charges there was a voice mail telling me to subscribe at $6 per month for telephonic support. I will be reporting these scammers on Monday to the DBPR (Department of Business & Professional Regulation) and the FCC (Federal Communications Commission) Stay away from FREEDOMPOP.
I also sent them a mail regarding this issue and they still did not bother to even respond to my email. They also blocked me from posting on their Facebook page. I have seen that there are a lot of blocked comments and I presume that it could be other angry Freedompop users. They need to be stopped immediately.
They currently have 1270 complaints against them of which many are the same as my issue where they are charging clients that they should not charge.

Desired Outcome

I want a refund and I want the held liable for misleading advertising.

FreedomPop Response • Feb 28, 2018

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered 3 LTE SIM cards on 1/15/18, all 3 of which included a 1-month free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited plan and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

On 1/20/18, the customer downgraded the Premium LTE 2GB Unlimited to our Basic 200 FREE plan across all 3 devices. The FreedomPop Phone Premier subscription remained active on all 3, which resulted in a $26.94 renewal on all 3 accounts.

Though Premium Phone support does come at an additional cost, this customer's subscription of FreedomPop Phone Premier entitled them to access our phone support - it is unclear why they were unable to do so. Additionally, we offer 100% free support via email and social media. FreedomPop has the right to block users at our sole discretion, which generally occurs when a user is engaging in comments that are vulgar, spam, or aggressive in nature.

We've gone ahead and issued a refund of the renewal for each of their 3 accounts as a courtesy and removed the subscriptions. The customer can cancel their account online if they do not wish to continue using our service. For details, please visit the following link - https://support.freedompop.com/app/answers/detail/a_id/2634/kw/cancel

I tried them out. Had numerous issues with their service and customer service and technical service. I tied to port my numbers back to Verizon.
I tried them out. Had numerous issues with their service and customer service and technical service. On February 15th, 2018, I tied to port my numbers back to Verizon. The numbers ported over but would only work with other verizon phones. One of my numbers, the main number for our company was cancelled by Fredompop before the port was complete and when people called it said the number was no longer in service!!! This shut my business down completely costing me thousands of dollars. Their technical support, if you want to call it that, just apologized and said there was nothing they could do and that I would have to wait for their back end team to fix the problem and release the numbers and complete the port out. That could take up to 10 business days. So my company is shut down for at least 10 days and my customers are getting the message that I am not in business. As of the date of this complaint, February 16th, 2018, after being promised via email that the issues would be resolved by 9pm on Feb 16, the phones are still inoperative and they refuse to release the numbers and complete the port out.

Desired Outcome

I want them to complete the port out as promised so that my phones will work and I am back in business.

FreedomPop Response • Feb 27, 2018

We're sorry to hear of the customers unpleasant experience with our company. We have since had direct contact with the customer as well as the Verizon representatives to confirm that the resolution was not to be resolved on our end - rather it was on the receiving carrier (Verizon).

When a number is ported out of FreedomPop, our role is simply to either approve or decline the request according to proper criteria being met. In this case, we approved the request accordingly, we did not refuse to port the number at any time - the delay was with their receiving carrier.

This concern has since been resolved and confirmed to not be the result of any mishandling on our behalf. There is no further action to be taken on this account.

I was over charged on my accounts and they made unauthorized withdrawals from my accounts
There website does not work properly when cancelling an order, I have been charged over 40.00 dollars for an item I had not intend to order and refused when delivered. I made several attempts to contact this company, via phone, emails and twitter. they still to this date have not refunded my accounts for funds taken out of my bank account and paypal account. they even charged an additional fee of 5.99 just to have a call center agent talk to me by the name of Nicko agent ID 2791, said that he cancelled the order but then the order was released and when it arrived I refused it, still tried to contact them for my refund and to date no refund. (The order cancelled order number was for XXXXXXXX authorization code: XXXXXXXX, ref.# XXXXXX-XXXXXX) & kept order number XXXXXXXX

Desired Outcome

I wish this company to refund me my $44.87 overcharges plus a 3% interest for lost interest of fees and all my hard ache and trouble just trying to get this resolve!!!

FreedomPop Response • Feb 28, 2018

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two Frankling R850s on 8/4/17, which includes a 1-month free trial of our Premium 2GB (4G/3G) ($19.99) and FreedomPop Premier ($9.99). 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.

We can see the customer canceled their 2nd account on 8/7/17, however the order had already shipped and would need to be refused. Once the device has been successfully refused, the customer can either wait for our logistics facility to process the refusal for a refund, or they can contact us directly to let us know the device has been refused and an agent will issue a refund accordingly - a refund for this device was already issued by our logistics facility on 9/2/17.

Their 1st account appears to suspended and in dormant state due to failed payment of the subscriptions indicated above. To reinstate service, the pending charge for their selected subscription will need to be processed. There is no further action to be taken on our end for these accounts.

I first downgraded my account, got charged for it, then canceled my account, and now I am still receiving charges on my card.
I ordered 2 4G LTE 3in1 Sim card kits. I was supposed to pay for $0.99, and then if I downgrade my account to a free account, I will not be charged. After I received the SIM card, I downgraded my account. However, it needs me to pay for $15 for the downgrade, and the $15 will show up as my credit in my account. There's no way to get around it. So I did pay for $30 and downgraded both of my number. Then I sent an email to customer services, I was told if I cancel my account, I will get my $30 credit back. Since I didn't use it anyway , I went ahead and canceled my account. However, I didn't see the $30 refund. Not to mention that I got another $26.94 charge on my card after I canceled my account! This is ridiculous. From the beginning to the end, I didn't use my SIM card for one second. I didn't even put them in my phone at all. Now I am charged $56.94 for a free service as they claim it.

Desired Outcome

Please refund my 2 $15 charges and a $26.94 charges. Total would be $56.94. And since I already canceled my account, I would like to see no charges at all going forward. Thank you.

FreedomPop Response • Feb 27, 2018

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two LTE SIM cards on 1/10/18, both of which included a 1-month free trial of our Semi-Annual subscription for FreedomPop Phone Premier and Premium LTE 2GB plan. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

We can see the customer downgraded their Premium LTE 2GB plan for SIM #1 on 1/22/18 which triggered the $15 minimum credit charge which is required for plans being placed on our Basic 200 plan. This account was canceled altogether on 2/1/18 and refunded the $15 credit on 2/14/18.

The Premium LTE 2GB plan was downgraded for SIM #2 on 1/22/18, but they left the FreedomPop Phone Premier subscription active which resulted in the charge on 2/11/18 accordingly. This account canceled on 2/14/18 and was not refunded as the credit refund is issued at the agent's discretion.

We have gone ahead and filed a refund of the remaining $15 credit for the customer as a courtesy along with their subscription renewal as there was zero usage on the account. Please allow 3-5 business days for the refund to process.

Broken trial cancellation system being used as excuse to charge fraudulent charges and their billing info given to the payment processorsisfraudulent.
Their contact info given to PayPal and credit cards is fraudulent and non existent and they use their broken cancellation system as an excuse to make fraudulent charges on accounts that were cancelled

Desired Outcome

Would like a full refund for fraudulent charges

FreedomPop Response • Feb 27, 2018

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two LTE SIM cards on 1/10/18, both of which included a 1-month free trial of our Semi-Annual subscriptions for Premium 2GB LTE Unlimited ($71.94) and FreedomPop Phone Premier ($26.94). These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

On 1/10/18, the customer explicitly requested cancellation of only one of the two SIM orders, stating one of the orders was a mistake. The accidental order was canceled successfully on 1/12/18 as requested by the customer.

On 2/11/18, the customer incurred their renewal fee of $98.88 and then attempted to downgrade their account unsuccessfully. They contacted us to let us know they were unable to downgrade their account and we informed them that this was due to the fact that they needed to process a nominal $15 credit order which fulfills our minimum credit requirement on accounts downgraded to our Basic 200 plan. Without doing so, the account cannot be downgraded. As the order was not processing due to failed payment on the customer's end, the account was not downgraded.

Based on the current circumstances, these are the two options available:
1. Process the $15 minimum credit requirement to allow downgrading to our 100% free plan (it will take affect at their next renewal).
2. Cancel the account and receive a prorated refund of the annual plan.

Customer Response • Feb 28, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
Their broken system is unreliable so their use of it to "give facts"when it's proven unreliable so how am I or anyone else supposed to rely on something that is clearly broken.

And they completely glossed over the facts they use false and useless and fraudulent information to bill with and somehow that's somehow okay? And their use of this fraud to then bill others with? Do they realize how insane that sounds? And their pretending it wasn't said or that's what they actively do and it's a don't ask don't tell type policy? It doesn't go away just cuz you choose to ignore it. It's still fraudulent information and the fact PayPal refunded my money due to their fraud against them isn't telling to them at all? That maybe provision of actual information rather than dummy accounts and paid assistance phone number reeks of fraud and people openly scamming people and it being okayed by this company? I wasn't born yesterday and neither were the over 1500 other people here filing complaints

FreedomPop Response • Jun 15, 2018

As stated before, the reason the user was unable to downgrade their account was due to the failed charges of $15.00 for downgrading the account to our Free Plan. Since the $15.00 was never captured, the account was unable to downgrade therefore it remained on the semi-annual Premium LTE 2GB ($71.94) and FreedomPop Phone Premier ($26.94).

The user was provided with instructions on how to successfully downgrade their account and made aware of the $15.00 downgrade charge.

Due to the current circumstances, these are the two options available:
1. Process the $15 minimum credit requirement to allow downgrading to our 100% free plan (it will take affect at their next renewal).
2. Cancel the account and receive a prorated refund of the annual plan.

Cancelled Service two weeks ago. Online still got charged twice . Cacanlled Service again online still not cancelled called and cancelled over the phone finally got a verified cancellation. But was charged twice in same day. Unable to talk to a person auto system continued to hang up on me. I want a refund for services not used. What they did is wrong they charged me for something I had already cancelled. Apparently this a common for freedompop as I mistakenly am doing my research after the fact.
Product_Or_Service: Cell service
Account_Number: XXXXXXXXXX

Desired Outcome

Other (requires explanation) I want a refund of my services.

FreedomPop Response • Feb 27, 2018

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two LTE SIM cards on 12/27/17, both of which included a 1-month free trial of our Premium 2GB LTE Unlimited ($24.99) and FreedomPop Phone Premier ($7.99) at checkout. These trials become paid subscriptions 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 paid subscriptions were not canceled until 2/10/18, when the customer canceled on their end through our self-help tools mentioned above. Though the charges are valid, our team issued a refund of the latest renewal for both accounts on 2/12/18 (total $68.70). The refunds should have processed within 3-5 business days - there is no further action to take on this account.

They withdrew $30 in fees from my bank account that I neither was aware of when I signed up or approved
I recently purchased a mobile hotspot with a 1 month trial period. After a few days I realized this wasn't going to meet my needs and cancelled. I was reviewing my bank account and noticed 2 charges from freedom pop for $15 each. I went to the website and discovered they automatically add more data and charge you when you approach your limit. I found that this option has to be manually turned off since it automatically sets to yes. I was not aware of this when I signed up and my budget is extremely tight so I definitely would not have approved these charges.

Desired Outcome

Refund of the $30

FreedomPop Response • Feb 28, 2018

We apologize if there's been any confusion regarding the customer's account. 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 $15.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."

As the customer exceeded their plan's 2GB allotment by using 4GB, they were charged accordingly. To avoid top-ups, we recommend customers either monitor their usage, upgrade to a more suitable data plan, or simply disable the Auto Top-Up feature altogether. This account is not eligible for a refund due to the customer's data usage being directly the cause of the incurred charges.

The customer canceled the account online on 2/6/18, no further charges will be incurred on this device. If the customer wishes to return the device for a refund, we can process a return RMA upon request - shipping costs are not covered for returns based on change of heart.

Customer Response • Mar 01, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I went through all my emails when I signed up and there is nothing stated about these automatic top up charges until I received emails after I was charged .

FreedomPop Response • Jun 07, 2018

We apologize for the inconvenience. The refunds have been processed and should reflect in 3-5 business days.

The customer may respond to this complaint should they have any further inquiries.

Customer Response • May 24, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund. I looked at the screenshot which is misleading it states nothing about $15 top up charges just that more mb can be purchased for .02.

Unable to cancel service. Have been trying off and on for over a year.
I used this service for internet for a few months. When I try to call and cancel service, which you cannot do online, I get put on hold for ten minutes and then it hangs up. I have been attempting to do this off and on for about a year and meanwhile my credit card gets charged $19.99 a month because they will not answer. My account number with them is XXXXXXXXXX.

Desired Outcome

I want my account to be cancelled and to be refunded for a years worth of billing. The account has not been used for well over a year.

FreedomPop Response • Feb 28, 2018

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an Overdrive Pro on 1/6/14, which included a 1-month free trial of our Premium 2GB plan ($19.99/mo). These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

The customer can make any changes to their account, including cancelation / downgrading over our automated phone IVR or online by following the instructions on the links below:
Cancel Account - https://support.freedompop.com/app/answers/detail/a_id/2634/kw/cancel
Downgrade Plan - https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Add/Remove Services - https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade

We can be reached via email at freedompop.com/contact or via social media on Facebook.com/freedompop or twitter.com/freedompop. We can also be reached by phone with our Premium VIP support VAS.

We've gone ahead and issued a refund of the customer's last 3 renewals as a courtesy and canceled the account as requested - please allow 3-5 business days for the refund to process. There is no further action we can take on this account.

I called FREEDOM POP to place an order for a Samsung Galaxy S5, and to have there basic service: which is the free plan that is No (0.00) charge, free month to month service. FreedomPop customer service Processed my order. When I called the following day to get my tracking number I was told: it did not exist, there was NO order to be found and that I had to re-order. And they placed another order "to be sure make a new account". I thought the problem was solved, NO the Problems just started. I was sent 2 phones a week apart. I opened the First device and saw defects during that week. I called Freedom Pop they informed me there was another device coming and to send the first back. The second device was also Defective. But this time when I called Freedom pop they said they would not refund me my money, blamed me for their mess up of my account. And told me, if I wanted any money at all, refunded (if they chose to do it at all): I would have to pay them first! Freedom POP has charged me for 2 phones when I only wanted one,Refuse to refund me all the extra charges for paying to mail back phones- I Never ordered. and pay for defective device. I am left Now without a phone. Only Charges!
Product_Or_Service: Samsung /Samsung Galaxy S 5/Basic Plan FREE Servic
Account_Number: XXX-XXX-XXXX

Desired Outcome

Other (requires explanation) I want the company to contact me with full refund for the device I never ordered. Including ALL mailing charges; I have paid TWICE. Refund: All charges of their total mess up of my account and All this mistake has cost me. FUll refund: for all they never should have Charged!I ordered: 1 phone on basic plan and that is it. Freedompop charged 2 phones and plans and mailing, and mailing to return everything twice!

FreedomPop Response • Feb 28, 2018

We sincerely apologize if this has been the customer's experience with our company. Our records indicate fake email accounts were used to create these accounts which is likely why the customer was unable to locate their account when first attempting to do so. Here is a breakdown of the account history:

***@fpop.co
This account was created on 12/22/17 and was issued a return RMA for a device refund on 1/4/18. We have since refunded the device and subscription fee as of 1/17/18. The shipping was not covered on this account as FreedomPop does not cover return shipping costs as stated in our terms of service. In any case, we've gone ahead and refunded the original shipping cost as a courtesy ($12.99), please allow 3-5 business days for the refund to process.

***@fpop.co
This account was created on 12/21/17 and has been in use from their Dec/Jan 2017 cycle to Feb/Mar 2018 cycle. During their latest term, there appears to have been an account error initiated due to the exchange RMA for a device replacement. The account was canceled and refunded for the selected plan on 2/28/18 accordingly. We can issue a return RMA for a full refund of their order if the customer wishes to do so. However, FreedomPop will not be covering the return shipping costs.

service is bad so I tried to cancel the service. their website shows an option to cancel but when try to use, it does not work, returns an error and did not cancel my account.
they don't show a phone number in their website, but found one and called, there is no option to talk to a human being unless you subscribe to premium services, sounds like a scam?
anyhow, I have not been able to cancel so filed a credit card claim to get my money back

FreedomPop Response • Feb 13, 2018

You may reach support by logging into *** and submitting a ticket. You may also visit our Community at *** where you may find assistance with canceling your account from one of our Admins. We would also recommend canceling your account via an incognito window as this can also help the process. Thank you for your review as we are always looking to improve our all around services, ***.

Customer Response • Feb 14, 2018

You may reach support by logging into *** and submitting a ticket.
Already did, ticket was closed, yet account is still open.

You may also visit our Community at forums.freedompop.com where you may find assistance with canceling your account from one of our Admins. Is there a phone # I can call? why is it so difficult to cancel an account?

We would also recommend canceling your account via an incognito window as this can also help the process. Tried, did not work.

FreedomPop Response • Feb 21, 2018

Our Admins on Community are more than well equipped to process the account cancellation. We strongly encourage users to request assistance by visiting our Community at forums.freedompop.com should you still need assistance with the cancellation of your account.

FreedomPop is misleading, dishonest and stealing money from my account. They claim to offer a free cell phone service along with the option of paid services. Upon selecting the free service my card was charged (initially used to purchase the SIM card) $15. I tried to reach out to them by phone and there is a $15 charge for wanting/needing to speak to a human being.
Ridiculous. I want my money back now and this company should be required to be more honest and transparent with their misleading marketing and hidden charges. A $15 charge is not a fee service.

Desired Outcome

Refund I want the money returned to my account immediately. Remove me from your database. I want nothing to do with this scam.

FreedomPop Response • Feb 27, 2018

Though we do offer 100% free voice and data plans, there are paid subscriptions available to our customers - overages fees may also apply as well depending on the customer's desired account settings and usage behavior. If a customer wishes to be on our 100% free monthly plan, we require a minimum $2 credit on the account for use in case of overages. If a customer has not manually input credits, they will see our default $15 credit option. We offer free support via social media and email, while Premium phone support is available for $4.99/mo - not $15 as stated by the customer.

All subscriptions and associated fees are disclosed prior to checkout and reiterated in a follow-up email to ensure adequate transparency is provided throughout the order process. We've issued a refund of the $15 credit and canceled the account as requested. Please allow 3-5 business days for the refund to process.

Customer Response • Feb 28, 2018

(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded the charge.

I tried to take advantage of a google walmart offer for $1000. I signed up for this SIM card for .01 in order to qualify. I received it. The walmart offer was a scam. I didn't activate the card. I received emails. I went to return it, and I found that they had charged me for a semi-annual charge. They do not have a live customer service center, and they do not have clear info on how to get a refund for non-use of the SIM card, nor how to return it. I have contacted my credit card company, and I would like you to investigate this scam company that takes advantage of customers. I should never have been charged $100 for not using the card and not activating the card.
Product_Or_Service: 3-in 1 LTE SIM
Order_Number: XXXXXXXX
Account_Number: XXXXXXXXXXXXXXXXXXXX

Desired Outcome

Refund I would like to return the card and get a refund. Or destroy the card and get a refund.

FreedomPop Response • Feb 27, 2018

We apologize for any difficulties experienced with our product. First, we wish to point out that FreedomPop does not have a $1000 product on Walmart/Google. Despite the customers claim that they didn't activate the SIM, we can see the SIM was activated along with a paid subscription. A subscription cannot be created for the SIM unless the customer manually activates their SIM on our website.

Our records indicate the customer activate their LTE SIM on 12/24/17, which includes a 1-month free trial of our Semi-Annual subscription for Phone Premier Semi-Annual ($26.94) and Premium LTE 2GB ($71.94). These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to confirming activation 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 account was canceled on 2/5/18 through our self-help tools mentioned above. A refund of their renewal was issued on 2/6/18, please allow 3-5 business days for the refund to process.

No way to downgrade to free basic service or to reach FreedomPop.
I ordered a phone from FreedomPop (STS Media)in December, which came with a month Premium Service for $29.99. There was supposed to be an option for free Basic Service after the first month. Despite my attempts before the due date to contact the company & downgrade the service to Basic...I cannot. I either cannot get into my account or there is no option for this Basic service they promoted.
They charged me $34.98 for another month of Premium. The only option they seem to offer is I can keep this rate or cancel & lose service plus the $29.99 start up fee. The phone will no longer be usable if I do this.
On 1/26, I came to Paypal to dispute these charges & found an email where I could contact the company. The email bounced back stating the company did not respond to emails at the address given by Paypal. They redirected me to the website where all the problems are occurring.
If FreedomPop gives me the free basic service they say they offer, I'd like to continue it, with this charge of 34.98 reimbursed. (I have not been using the phone since this occurred, except to try to reach FreedomPop.)
Otherwise, if FreedomPop cannot be reached I'd like be reimbursed the $34.98 for this service I did not want, plus I'd like to be reimbursed the $29.99 start up fee (which I only paid because I thought I was going to be able to get basic service free) for a total $64.97.

Desired Outcome

1. 34.98 reimbursed for the month of premium service I did not want. 2. Downgrade to Basic service 3. If not downgraded to basic, reimbursement of the $29.99 start up fee also

FreedomPop Response • Feb 27, 2018

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LG Optimus with a $29.99 activation fee on 12/16/17, which included a 1-month free trial of our Premium 2GB ($24.99) and FreedomPop Phone Premier ($9.99). 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.

Through our self-help tools, the customer does not have to contact us to process any change to their account. They are able to downgrade by logging in and selecting their subscriptions. We have logged into the customers account and can see the option to downgrade to free is present and in working order. The customer can also cancel for a full refund within 30 days through their account without requiring any contact with our support team.

If the customer wishes to cancel, they can do so online or let us know here and we'll offer an extended period as a courtesy. They can also downgrade their account by following the steps here: https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade

Customer Response • Mar 05, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I bought no phone. I bought a free trial of 1 month Premium Service that came with a free phone. I was not even sent the phone pictured.

I tried multiple times online at their website & via email, through the phone they sent to me, called, & finally sent them a letter via priority mail.

I was told I would be charged for Premier Service if I didn't cancel or downgrade it within 30 days. I tried & could not cancel it or reach them.

This was a scam, period.

FreedomPop Response • May 24, 2018

We apologize if there was any confusion with our previous message. The offer explicitly stated it was a free phone with a $29.99 activation fee, this included a 1-month free trial of our Premium 2GB ($24.99) plan with FreedomPop Phone Premier ($9.99).

To make managing the account as easy as possible, clear instructions are provided on how to manage plans/subscriptions through the account without any need to contact our team directly.

We request confirmation on whether or not the customer wishes to cancel their account. Beyond cancellation, there is no further action that will be taken on this account.

Freedom Pop has been charging my credit card $47.47 every month for service I am not even using. I have been unable to cancel the service.
Every time I have called Freedom Pop (phone # XXX-XXX-XXXX) to officially cancel the service I have never actually used, I am placed on hold for periods of 30 - 50 minutes, before someone comes on the line and announces that they will be "forced to disconnect the call because there is no response from the customer" (which is an outright lie), making it impossible to cancel the service and thereby stop the automatic charges to my credit card. I estimate that this has cost me no less than $379.76, so far.

Desired Outcome

I would like confirmation that my service has been cancelled, and a full refund in the form of a check in the amount of $379.76.

FreedomPop Response • Feb 19, 2018

Our records indicate the customer purchased an iPhone 5 on 7/18/17. The order included a 1-month free trial of our Premium 2GB LTE Unlimited Plan ($24.99 after the 1st month), and FreedomPop Premium Plus add-on ($7.99 after the 1st month). These trials become paid subscriptions 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. Additionally, the user added FreedomPop VIP Service ($5.99 per month), FreedomPop MMS and Group Messaging ($1.99 per month), and a Monthly Protection Plan ($6.99 per month). Since the user did not downgrade or cancel any of these services, the user was appropriately charged $47.95 each month from 8/22/17-1/22/17.

After reviewing our records, the user contacted us twice in July of 2017 regarding problems with the user's voicemail, but we did not hear of any other issues until 2/6/18.

FreedomPop's terms located at https://www.freedompop.com/service_plan_terms.htm (which are agreed to prior to checkout) state, "must notify us within 30 days after the date on which the disputed amount has been charged to the your registered payment method... If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future, including in arbitration or a court proceeding."

While the full refund is outside of the 30-day dispute process, we have refunded 3 months of service ($143.85 total) as a courtesy to the customer's financial institution on file. Additionally, we have closed the customer's account per their request.

I ordered a couple back up phones for my daughter and I. These phones were advertised as FREE with no contracts. There would be 500 minutes, 500 texts, and 200 mb of data every month for free. It could be upgraded to a pay plan or downgraded at any time. They had a trial period with unlimited talk and text and 2 gig of data. Of course, that started as soon as I purchased it and it wasn't for a week or so later that the equipment came. So right there time was lost in the trial. And then I didn't get to try the service because my daughters was a christmas gift, and it was going to expire before Christmas. So I cancelled. Which suddenly became difficult as they wanted $10 per line as a credit, this was never before mentioned. So I tried to contact them, and tell them do not charge my accounts, I will not be paying any money. Sure enough a month later, I was charged 7! times, yes 7. and after complaining and they claimed they refunded the money, I only see 3 of the 7 charges. with was only a third of the money that was taken. And they stopped contacting me after I started demanding the rest.
Product_Or_Service: cell phone service

Desired Outcome

Other (requires explanation) I want my money. I would still like to have the free service that was promised to me, but really at this point I don't think I can trust the company. They also took $75 for the initial equipment. So I want that back as well. Total $275 refund is owed still.

FreedomPop Response • Feb 19, 2018

We are sorry to hear about the customer's unpleasant experience. Our records indicate the following devices:
1. The customer purchased a Franklin Wireless hotspot on 11/20/17. The order included a 1-month free trial of our Premium 2GB Plan ($19.99 after the trial expires) and a 1-month free trial of Premier add-on service ($9.99 after the trial expires). These trials become paid subscriptions 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. The trial begins upon shipment of the device. Since the customer did not downgrade or cancel their plan, FreedomPop attempted to appropriately charge the customer $29.98 on 12/24/17. However, that charge was unsuccessful, and the customer was charged on 1/29/18 for the December and January billing cycles. We previously provided a refund for January, and we have processed a second refund back to the customer. The customer has received $59.96 in refunds for this account.
2. The customer purchased two LG Tribute 2 devices on 11/20/17. The orders included a 1-month free trial of our Premium 2GB Plan ($24.99 after the trial expires) and a 1-month free trial of Premier add-on service ($9.99 after the trial expires). These trials become paid subscriptions 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. The trial begins upon shipment of the device. Since the customer did not downgrade or cancel their plan, FreedomPop attempted to appropriately charge the customer $34.98 on 12/24/17. However, that charge was unsuccessful, and the customer was charged on 1/29/18 for the December and January billing cycles. We previously provided a refund for January, and we have processed a second refund back to the customer. The customer has received $139.92 in refunds for these accounts.
3. Our records indicate the user ordered a LTE SIM on 11/20/17. The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($71.94 after the trial expires) and a 1-month free trial of our Phone Premier add-on service ($26.94 after the trial expires). These trials become paid subscriptions if not downgraded prior to renewal and begin upon shipment of the SIM. There is no activation required by the customer. 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 Since the customer did not downgrade or cancel their plan, FreedomPop attempted to appropriately charge the customer $98.88 on 12/24/17. However, that charge was unsuccessful, and the customer was charged on 1/28/18. We have refunded this amount back to the customer.
FreedomPop customer's can cancel their accounts at any time. We do not charge users to cancel their accounts. However, we do require an account credit when attempting to downgrade to the free plan which may be the $10 the customer is referencing.
FreedomPop's return policy is 30 days. Unfortunately, the customer purchased the devices on 11/20/17. This would place the device 2 months outside of our return policy.

Customer Response • Feb 28, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I made contact with the company long before any charges were made to my account. Requesting that all plans be downgraded as I did not want to pay for the service. It was then that I was told I needed to pay $10 per line to make them "free". I told them I was not interested in that and I will not use the equipment. I was very specific not to charge my accounts anything as I would not be using these for anything that wasn't the "free" service I was told I was signing up for. The company has poor communication and it seemed every time I made contact, the person new nothing of the previous matters. I tried to fix everything in a very short time from my purchase. I know have equipment I can't use as they have banned me for complaining to my financial institution and the Revdex.com. I want refunded for all the money I wasted. They still have not refunded me full payment for the plans that I told them not to charge either.

FreedomPop Response • May 03, 2018

The customer's accounts were canceled accordingly and the renewals under ***@hotmail.com were refunded as of 2/19/18. There is no further action to be taken on these accounts.

Customer Response • May 04, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
I was never fully refunded for the charges or equipment. They did disable everything so that I can never put service on them and even stated it was because I complained to Revdex.com. Notice this previous response was long after the last? This company is 100% scam.

My name is ***, I have a complaint with the FreedomPop company(http://www.freedompop.com, This is the wireless carrier), I bought a Global SIM Card on Nov 12, 2016, from FreedomPop website(http://www.freedompop.com), and chose the Global Free 100 plan with this Global SIM card for my services.After this about September 2017, my Global SIM Card(ICCID is ) it doesn't work.(Actually, FreedomPop company give me an email in August 2016. it mentions me, I should change my sim card(global sim card) to 4G SIM card, but I don't want to change my sim card, I don't need the upgrade services, In that time I did not care about this email. and then my global sim card it doesn't work, that means it does not have the signal when I throw the APP to take a call, it mentions me that "sorry, our service currently is not available".) And I tried to connect the services with the FreedomPop support center too many times, but they did not provide the phone call for me.and I tried to connect them via their website services support( they call it Community, the website address is: forums.freedompop.com), and I post the issue with my Global SIM Card on the FreedomPop's Community.
Because of their system technical reasons, they upgraded their service and made my GLOBAL sim card unusable. After I feedback in the forum, their customer service staff asked me to apply for a 4G LTE sim card instead of this GLOBAL sim card, and They promised me a refund of the 4G LTE sim card fee for this new application. The transfer went through a very long process, and finally on January 2018 eventually transferred my GLOBAL sim card number to the 4G LTE sim card, which probably lasted 5 months or so, because this is their technical problems, and they did not ask me to do anything on the account, so the default application 4G LTE sim card costs, but at the moment they do not give me back, because I used Traffic, but by default my original Cary is traffic. And their delay in getting me a card resulted in 5 months of in
Product_Or_Service: Global SIM Card
Order_Number: 1
Account_Number: Global SIM Card

Desired Outcome

Refund Also, I appreciate to help me. I need their refund me the 4G SIM card fee'Thank you very much.

FreedomPop Response • Feb 19, 2018

Our records indicate the customer purchased the LTE SIM on 7/16/17 for $1.99. This charge of $1.99 was refunded back to the customer on 8/4/17. If the customer is referring to a different charge, please provide the email address or phone number associated with the account.

Customer Response • Mar 14, 2018

so far I did not receive my refund, Could you help me give me some tracking number for refund?

FreedomPop Response • May 24, 2018

As stated before, our records indicate the account associated with ***@gmail.com was refunded $1.99 on 8/4/17 and was also canceled on the same date. Customer reached out via support on 8/4/17 and was informed they were issued a refund of $1.99. The customer will have to check with their banking institution as the refund was processed on our end.

If there is another account the customer is referring to, they will have to provide the email associated with the account in question.

Customer Response • May 24, 2018

(The consumer indicated he/she DID NOT accept the response from the business.)
and right now they stop my service with the account.

For account # *** and Account # *** did not ask for Premium 2GB LTE Unlimited and I was forced to use it for one month free and then charged me $24.99 + $7.99 ( Transaction Number: *** and Transaction Number: *** ) for each account . I did email (cos there is no phone number to call) and ask to cancel the service for both account.After a month they still charged me $29.99 and 24.99 for both account without even I used the service.I just need to cancel the service and refunded the last charges ( $29.99 and 24.99 )This is called scam, and now if I want to downgrade the account I have to pay $10 each which I did not get the chance to choose from the beginning.
Product_Or_Service: LTE SIM Kit - 3-in-1 - Voice/Data Bundle
Order_Number: ***
Account_Number:

Desired Outcome

Other (requires explanation) Refund and Cancel the service for the two account.

FreedomPop Response • Mar 13, 2019

The customer has several device-accounts associated with ***. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 11/27/17, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

The customer was issued a courtesy refund on 1/2/18 for the account formerly associated with phone number ***. As they failed to downgrade or cancel their account afterward, a valid renewal charge was incurred.

We can confirm the account formerly associated with phone number*** was canceled on 2/9/18 and no further charges have been incurred.

Regarding the account associated with *** Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 11/27/17, which also includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Phone Premier. As previously stated, these trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.

Due to the account not being downgraded nor canceled prior to the conclusion of the trial period, valid charges were incurred. We can also confirm this account was canceled on 2/2/18 and has no longer incurred any charges.

Unfortunately, the refunds are denied as the customer was granted courtesy refunds prior and failed to cancel their accounts in order to avoid charges.

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

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