FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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I ordered one of their products (a sim card) and I was told my service was free. They charged me 98 fit a product I never used.
I ordered a sim card for a phone for my mother to use with her phone. I was promised free service. I checked my bank account this morning and it said FreedomPop took out $98 from my account. I selected the free service and when I went to cancel the account it said I was on the $76 plan and I did not ever choose that plan. This is thievery.
i want a full refund of the money they stole from me.
Our records indicate the user ordered a LTE SIMs on 10/31/17. 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 their account, the customer was appropriately charged $98.88 on their next billing cycle. However, as a courtesy to the customer, we have refunded the $98.88 back to the customer and cancelled their account.
Fraudelent Charges for product and services not delivered. Phone was not delivered. Monthly charges for a product that was not delivered.
Product_Or_Service: Samsung Galaxy Note 3 White
Order_Number: XXXXXXXXXXX
Refund Request full refund of $705.61
The customer was previously refunded all charges on 12/19/17 for this device. We apologize for any inconvenience.
(The consumer indicated he/she ACCEPTED the response from the business.)
I ordered and paid for my device on 11/18It was a free item but I had to pay 19.99 for the activation of the device. When I Receive the item is was not active after contacting the customer server via E-mail they told me it was a issue with the Sim card. I was then told it would take a few more days to fix the issue. After 2 days they got back to me saying they would send me another unit or sim card to replace that one I received with the issue. That was back on 11-27-17 I have E-mailed them about the status of my new unit and they will not return my E-mail. After looking at some of there reviews and messages on social media I am not the first one with this issue.
Product_Or_Service: wireless hot spot activation
Other (requires explanation) I would like a refund for a service I did not receive.
We are sorry to hear about the customer's unpleasant experience. Our records indicate that the SIM sent with the device was incorrect, and we informed the customer on 12/14/17 that we would need to send a replacement. However, due to a development issue, we did not send the device out. We have processed a full refund of $19.99 back to the customer and cancelled their account. We apologize for the inconvenience.
(The consumer indicated he/she ACCEPTED the response from the business.)
I was refunded my money that I paid in
I purchased a Huawei phone form the company and opened an account with FredomPop. Since I opened it for my mom I haven't used it much in the 1st couple of month. Once I strat using the phone I figured that it is not working. Incoming calls weren't getting through and phone was never ringing. After troubleshooting by e-mail and resetting phone few times phone would start ringing but only for few minutes and than stop receiving calls again. After few weeks phone stopped making calls as well. Evry time you dial the phone # you'll rceive a message that number you are dialing is incorrect. I opened numerous ticket and called as well. Company rarely kept up with promised 48 hours turnaround by e-mail. Every suggested solution would bring phone to life for only 5-10 min and than the problem returned. Phone was useless at this point and I asked if I can return it. I was told that return window is closed. I am not sure how it can be if the phoen was not working form the start and the company has a long list of tickets with the same issue. I dont expect a 1st class service for free, but selling product that don't work and not suggesting to exchange the device that is clearly not workuing sounds like a fraud to me.
All company can suggest repeating the same troubleshooting steps over and over.
Product_Or_Service: Huawei Union Y538
Order_Number: XXXXXXXX
Account_Number: ph#XXX-XXX-XXXX
Refund I would like my money for the purchased device refunded. I am past the oint of excahnge. THis was very frustrating experience and I am using a diferent carier.
We apologize for the customer's unpleasant experience. Our Terms of Service do state that the device must be returned within 30 days for a full refund. However, we do show multiple attempts by the customer to try to fix the issues with the device. As a courtesy, we have refunded the $29.99 back to the customer. The account is still open. If the customer would like to close their account, they can log into their account anytime to cancel.
(The consumer indicated he/she ACCEPTED the response from the business.)
I received refund from the company.
Received an email that the account was downgraded to free plan. However, charged my credit card every month for the last eight months.
Product_Or_Service: Phone SIM
Order_Number: XXXXXXXX
Account_Number: (XXX) XXX-XXXX
Refund I would like a refund.
Our records indicate the customer ordered a LTE SIM on 2/6/17, 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. The customer downgraded their Premium 2GB LTE Unlimited Plan, but the customer did not downgrade the Premium Plus add-on service. The customer was appropriately charged $7.99 on each monthly billing cycle beginning on 3/9/17.
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." Thus, when the customer contacted our customer service department, our FreedomPop representative supplied a one-month refund of $7.99 on the charges for 11/9/17 and supplied instructions on how to downgrade the service.
Also, the customer's account is currently closed. The customer requested a chargeback. Our terms indicate that filing a dispute with their financial institution can result in a suspension or termination of the customer's account. Since the user disputed the charge with their financial institution directly, the account was cancelled. The user must work through their financial institution to dispute the chargebacks as we are unable to reverse any contested charges.
Returned internet device via RMA
Returned internet device via RMA
USPS Tracking says they received in over a *MONTHago! (XX-XX-XXXX)
No longer have internet at home, & their online based support keeps closing out my case and I'm only able to check email about once per week as
> I No longer have internet at home!
Was told via support to return to this address:
RMA XXXXX
Freedompop
Attn ***
RMA XXXXX
*** Suite ***
*** XXXXX
and did so over a month ago but have yet to receive any return or indication of exchange.
(was a MiFi 500)
Was supposed to be an EXCHANGE via RMA
ALREADY RETURNED DEVICE, vIA RMA but NEVER RECEIVED REPLACEMENT. Waiting for replacement device.
Our records indicate that device was shipped on 12/6/17, and it was delivered on 12/12/17. This is the tracking number - XXXXXXXXXXXXXXXXXXXX. Please let us know if you have any further concerns.
Mislead and misinformed regarding the service. Doesn't respond to emails. Cannot speak to a live person unless you pay a semi-annual fee to do so.
I signed up for their so-called Free Cell Phone service for my child. They automatically enroll you into their premium plans, you cannot just join their free plan with 200 minutes nor can you opt out of the premium plan when you join. Ied tried to get help with downgrading the service to the free service which I originally wanted. You cannot speak to any type of customer service or technical support after you join, unless you pay a semi-annual fee for your right to speak to someone. I tried several times to downgrade the service through both their website and phone app and every time I submitted the request, I would get an error message that it could not complete my request, so their was no way to downgrade to the service that I signed up for which was advertised on their postings on Facebook. I started searching for help online and discovered that many other people have the same problem, where their portal tells the customer that you cannot make changes. I sent them an online message request around Nov 18th. I get a reply a few days later telling me that I have to update my payment information because they tried to charge me for service on the 20th. I explained back to them that I was trying to downgrade the premium services long before the charge date but the system would not allow me. I get replies back stating that it can't downgrade until I update the payment method. I wasn't looking to pay for their 6 months of premium services, that is why I request the downgrade and messaged them before the renewal date. I kept getting the same reply back, that I have to update my credit card in order to downgrade. I get told that they have to charge me $10 to downgrade because free accounts aren't totally free (as advertised) and that you have to have a $10 credit on your account to downgrade. So, following their instructions, I update the information. The next thing I know, I was charged $10 and $105 for 6 months of service. This was never authorized nor was it ever disclosed to me. Only after they charged my credit card, did their website suddenly allow the account to be downgraded to the free service. But now they will not refund that $105 for the service that I downgraded from because they apparently do not refund. You cannot speak to anyone at the company at all. They are not responding to my emails or messages through their portal nor are they responding to message sent through facebook and twitter. I never authorized that $105, nor did they disclose that they were going to charge me in nor did they inform me that you have to pay for premium services in order to downgrade to the free service. They also admit, in emails that I receive that certain information is not disclosed in when you sign up. Their charges wrecked havoc upon my bank account now.
I also tried to leave their service and port my childs number to a different carrier and they will not release the number. This is according to what the new carrier is telling me. That FreedomPop is not responding to their port over requests.
I am requesting a full refund of both the $105 and the $10, as I do not want their services any more becuase I was mislead and misinformed and their advertising was deceptive. I want the number ported over to my other carrier and I want my services terminated with Freedom Pop.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the customer did attempt to downgrade their service numerous times; however, the customer's financial institution rejected the charges. Prior to customers purchasing a device, the customer is informed, "When downgrading to the free plan, an account balance is required to protect ourselves from fraud and leakage, as data usage can be delayed up to 3 hours."
We informed the customer that their billing information would need to be updated; however, it was not updated prior to their trial renewing. Once the information was updated, the failed charge of $104.88 was accessed. However, because we see multiple attempts to downgrade, as a courtesy, we have provided back the semi-annual charges of $104.88 as a refund back to the customer. Additionally, we have provided a $10 refund for the account balance credit to downgrade the user's services.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; we provide a variety of free support options. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. Additionally, customers can log into their accounts to modify their existing subscriptions and cancel service. The support forum provides step-by-step instructions on how to downgrade accounts. We send all users a separate email after purchase with how the user should log into their account. We are not quite sure what email address the customer emailed FreedomPop, but all support tickets should be entered in as a ticket under https://support.freedompop.com/.
FreedomPop does not prevent port-out requests from any customer; however, the information in the ticket must be correct. We do not see an attempt from any carrier to port this number. Below is the information that needs to be submitted for a successful port out:
Account Number: XXXXXXXXXXX
Pin: ***
Subscriber Name: ***
Phone Number: XXXXXXXXXXX
Zip Code: XXXXX
(The consumer indicated he/she DID NOT accept the response from the business.)
Misleading information yet again - Yes they did refund the amount that I should not have been charged to begin with. The problem is that I have tried several times to have my number ported, using the information on their web portal and through their response through the Revdex.com and the other carrier says that they get a response back that the information that I am providing does not match what Freedompop has. Even though it is the same information. They tried several times and I have several emails showing that the response to my new carrier is that the information on Freedompop's records does not match the information I provided, which is the same information that freedompop replied to the Revdex.com with. But the best is that they turn around after all of this and after they refunded the money, they cancelled out the "free" cell phone service plan on my account anyway, even though I never requested a cancellation. So now the number cannot be ported at all because they ended the service to the phone.
We are sorry to hear the customer is not satisfied. We explained how these charges were incurred by the customer, and we have provided our terms of service (which we agreed by the customer prior to sign-up).
(The consumer indicated he/she DID NOT accept the response from the business.)
Just tell them they are liars. I requested a refund because I should not have been charged to begin with because I wanted their free service. Their stupid system would not let me downgrade because it kept giving my error messages that it could not downgrade the account. So their system eventually charged me because using their app would not allow me to keep the free service. That is why I requested a refund, because their system would only allow me to downgrade after it turned around and charged me for full service. But trust me, I will make sure that my local consumer affairs reported for my local news station is made aware of how they operate and will ask them to tell my community to stay away from their product and services because they are deceptive.
I haven't authorized freedompop to charge my credit card for any services yet they've charged me 5 times,there is no way to contact them without a fee
I have not authorized freedompop to charge my credit card or for any services yet they've charged me 5 times, there is no way to contact them without a paying a fee and I refuse to give them more money. I have tried calling a few numbers I found for them, and tried emailing. The charges disputed were charged to my "credit one" credit card and are as follows:
09/12/17 $9.99 ref# ***,
10/12/17 $9.99 fef# ***,
10/14/17 $15.00 ref# ***,
10/14/17 $15.00 ref# ***,
11/12/17 $09.99 ref# ***.
I have reported this to the credit card company but will not help reverse the charges until I try the company first.
I want $59.97 returned to me by refund on the card or a check immediately. Also I want my credit card number removed from their system.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the customer purchased a SIM on 8/12/17 which came with a trial of our FreedomPop Premier Plan ($9.99 after the trial ends). 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. Since the user did not downgrade or cancel their service, the user was appropriately charged $9.99 on their next billing cycle on 9/12/17, 10/12/17, and 11/12/17. The customer contacted us on 12/4/17, and we provided details on how to remove this service. On 12/8/17, we provided a refund for the previous 30 days of service as FreedomPop's terms of service (which are agreed to prior to checkout) state that the customer must contact us within 30 days to receive a refund.
The customer went over their data allocation and was charged for the following data automatic top-ups due to going over their data allotment. The customer used 2.99GB of data from 10/12/17-11/12/17, and the user was only allocated 1.32GB of data for the billing period. Thus, the user was correctly charged for two automatic top-ups of $15. Even though the customer used this data, as a courtesy, we provided a refund of one of the $15 top-ups.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; we provide a variety of free support options. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. Additionally, customers can log into their accounts to modify their existing subscriptions and cancel service. The support forum provides step-by-step instructions on how to downgrade or cancel their accounts.
The customer is currently on our free plan. However, to keep an active account, the customer must have a valid form of payment on file in the event of upgrades or overages. The customer can cancel their account at any time.
Cell phone rendered useless was never explained to why I could not use my cell outside my house for over 2 months and now refund status ????
Response By Email *** (11/15/XXXX XX:XX AM)
Hello ***,
Thank you very much for your response.
I am very sorry for the inconvenience that it has caused you. We can go ahead and give you a partial refund unless you cancel the account.
If you wish to continue with the cancellation of your account, you can do so online through your account or you can simply do so by calling X ( XXX) XXX-XXXX. Provided below is an article that can also assist with your request.
SO I CANCELLED ACCOUNT ON 12/02/2017 ASKED ABOUT REFUND BELOW IS THE RESPONSE
Thanks for reaching out to FreedomPop! This is not a monitored email address and your message will not be responded to.
If you need any assistance or have a question, please contact FreedomPop Customer Service and they will be happy to assist. You may contact them here:
http://www.freedompop.com/contact
I started using this service in October from day one have never been able to use the phone outside of my house my original tel# WAS TRANSFERRED NOW I HAVE LOST IT DUE TO FREEDOM POP BEING A VOIP USER THE NUMBER WAS BASICALLY TURNED INTO A LAND LINE # THE VOIP PART IS NOT DISCLOSED TO THE CONSUMMER IF I HAD KNOWN THIS WOULD NEVER HAVE TRIED TO USE AS A CARRIER. I PAID 98.00 FOR THIS SERVICE THROUGH FIRST PART OF APRIL COULD NEVER USE OUTSIDE OF MY HOME IT IS A BUSINESS NUMBER ALSO AND I HAVE LOST 100'S IN REVENU NOT TOO MENTION THE STRESS AND ANXIETY THIS HAS CAUSED ME
THE 98.00 (PLUS CHANGE) CREDITED BACK TO MY DISCOVER CARD ENDING IN
Our records indicate the user ordered a LTE SIM on 8/20/17. The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($77.94 every 6 months after the trial expires) and a 1-month free trial of our Semi-Annual Phone Premier add-on service ($20.94 every 6 months 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. Additionally, the SIMs are shipped pre-activated and the trial starts upon shipment as stated in our terms of service which are agreed to prior to checkout. Since the user did not downgrade or cancel their service, the user was appropriately charged $98.88 on their next billing cycle. However, the charge was not successful and resulted in a suspended account due to the billing information being incorrect.
The customer updated their billing information, and the charge for $98.88 successfully went through. However, as a courtesy to the customer, we refunded this amount back on 12/4/17 and downgraded their account to the free plan. The account is currently open as the customer is requesting to port their number out. Once that is complete, the customer can cancel their line anytime by logging into their account, calling the IVR or submitting a support ticket.
As we cannot tell what email address the customer emailed, we advise that the customer submit their tickets through the portal at www.support.freedompop.com
My Paid In Full Annual Service Contract/User Account was cancelled and my device MEID # Blacklisted due to a $15.98 overpayment refund request!
On Nov 6, 2017 an overpayment refund /chargeback request for $15.98 was made to Freedompop Customer Support (Sts Media) and subsequently to Paypal (due to a preauthorized monthly payment transaction initiated by Paypal). A refund of $15.98 was issued by Paypal on Nov 7, 2017. As a result of this refund of overpayment request, my (Paid In Full) Annual Service Agreement/customer account with Freedompop was summarily TERMINATED, all non disputed fees recently paid to said account were also refunded, my cellphone device MEID # was BLACKLISTED and my phone # of almost 20 years was RELEASED and is now non-retrievable. To date, I have been without any phone service and cannot reactivate my device (purchased thru Freedompop) with Freedompop nor any other compatible service provider. I have exhausted all means of resolving this issue with Freedompop Customer Support despite providing them with every manner of evidence concerning what transpired and my repeated requests to have them explain when this issue will be resolved remain unanswered. A log of all correspondence concerning this dispute is available upon request.
1) To have Freedompop revise their current user agreement concerning billing disputes that will ultimately prevent the unilateral and arbitrary termination of customer accounts that are currently paid in full or otherwise in good standing. 2) To have Freedompop waive any and all subscription fees related to live customer support with paying (revenue) customers engaged in active billing dispute or technical issues resolution. 3) To have Freedompop reinstate/restore my terminated user account and prior annual service plan and fee schedule (ID: ***@gmail.com) 4) To have Freedompop De-Blacklist my (Freedompop purchased) device MEID # (provided upon request)
Our records indicate an unfortunate misunderstanding between our sales and customer support department. The customer wished up to upgrade their existing account to an annual plan from a monthly plan. The sales support agent had to create a new account to do so. To use the customer's existing email, the sales agent had to modify the email address of the old account on the monthly plan due to a restriction within FreedomPop. The sales support agent did not correctly close the old account and did not notate the new accounts with the changed email address. This caused the user to be charged $15.98 on their next monthly cycle.
When the customer contacted our support team, the team was unable to find the $15.98 charge since the email address was changed and was not notated properly. When the customer disputed the charge with the bank, his account was closed. Per our terms of service, a customer must contact us directly to dispute a charge in order for us to investigate and determine if a refund is warranted. Additionally, our terms indicate that not doing so and disputing directly with the bank will result in a terminated account. However, we do know that the customer did contact us directly to dispute this charge, and we are very apologetic that the support agent could not find the customer's account. We sincerely regret this mistake and believe that the customer's account should be reopened.
We have reopened the customer's account and provided one year of free service to the customer on the customer's device for our mistake in this process. We have also provided an additional 10GB of data for the customer to use. Our support team is reaching to the customer to ensure the account is working properly for the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
To Whom It May Concern,
While I am pleased to see that my complaint has elicited a response from the service provider Freedompop which resulted in having my cancelled account reinstated with a replacement phone # and a 10 month (not 1 year) credit & extra data applied. That said, I have not had any further replies to repeated requests to activate a recently obtained (gifted) replacement device (LG model G5). It appears that the CSR '***' was tasked with simply notifying me of my account restoration and nothing else. Shortly after receiving this Revdex.com email, I also received a mailed reply correspondence from the office of CA SAG *** (Ref: PIU #***). I believe a copy of this correspondence was sent to you and the service provider. I can provide copies of all relevant documentation if this response process contains provisions for me to do so.
As specified on my complaint, I requested that the following issues be addressed and responded to as follows:
1) To have Freedompop revise their current user agreement concerning billing disputes that will ultimately prevent the unilateral and arbitrary termination of customer accounts that are currently paid in full or otherwise in good standing.
2) To have Freedompop waive any and all subscription fees related to live customer support with paying (revenue) customers engaged in active billing dispute or technical issues resolution.
3) To have Freedompop reinstate/restore my terminated user account and prior annual service plan and fee schedule (ID: ***@gmail.com)
4) To have Freedompop De-Blacklist my (Freedompop purchased) device MEID # (provided upon request)
Note: To date, only items 3 & 4 have been satisfactorily redressed. There was a rather lengthy and detailed account of what allegedly transpired on the behalf of Freedompop but it conveniently omits any and all the instances where my attempts to engage an actual HUMAN BEING in their billing department were thwarted by their intractable and utterly USELESS automated customer support/relations system. All I got after HOURS of on hold wait times were coyly scripted dead ended CSR responses and redirecting of my calls back to their automated response network. I was by default, relegated to corresponding with a similarly scripted CSR via the web based 'Service Channel'. All this run around came as a direct result of a recently enacted (and unpublished)customer policy change that now requires ALL CUSTOMERS (paying and otherwise) to SUBSCRIBE to a PAID MONTHLY 'Live Customer Support' service plan. That includes any and ALL issues concerning tech support and billing issues. As A PAYING CUSTOMER, I find this policy to be onerous, arbitrary and blatantly capricious. At a MINIMUM, paid customers should be afforded a fixed allocation of live customer support calls (much like AAA has for roadside assistance calls). This would have at least provided me with the means to resolve my issue in REAL TIME rather than in the long, protracted and ultimately FAILED attempt to resolve what amounted to a minor (overpayment) billing issue. Furthermore, with regard to their dubiously imposed customer billing agreement that does not afford one an opportunity to resolve a misapplied credit service transaction without triggering a UNILATERAL TERMINATION of a customer account without any recourse (Ie: suspension/freeze) is UTTERLY PREPOSTEROUS.
The total omission of any response to those
2 issues (as well as any followup indicated by
Mr *** S. or ***) gives me the distinct impression that as far as my complaint is concerned, it's CASE CLOSED.
I'm sorry but it is my intent to not have anyone else be subject to this ineptly Byzantine customer service policy and I am requesting that it be addressed and remedied IMMEDIATELY.
Respectfully Submitted,
~
We take the customer's concerns seriously, and it is unfortunate that the customer feels this way about our policies which are agreed to prior to signing up for service.
We provided the link to the customer so the customer could determine if the device is eligible prior to attempting to bringing it over to the FreedomPop network and due to the fact that the process requires the user to pay a fee which must be handled by the customer.
At this point, there are no other avenues that we can take to assist the customer. We apologize that the customer remains dissatisfied.
(The consumer indicated he/she DID NOT accept the response from the business.)
It has become abundantly clear that a single customer does not hold sufficient sway to compel a corporate entity such as Freedompop to change/revise a decidedly cynical, self serving, pro-corporate service policy.
I presume that we have reached what can now be determined as an 'Impasse'. Sadly, other customers will continue to endure and be subjected to the aforementioned codicils without any recourse (aside from filing individual Revdex.com and CA SAGO complaints). I suppose this can be compared to dealing with similarly asinine 'user' policies enacted by budget air carriers and the like.
As far as the device activation request is concerned, I will further attempt to engage the provider thru the online customer web portal. NOTE: it would have sufficed if someone at Freedompop had extended the courtesy to respond to the standing activation request rather than just issue a rote response as part and parcel to my complaint rebuttal (further evidence of their disregard and disdain for their disgruntled customers).
In closing, I do not anticipate any further positive responses to this Revdex.com complaint from Freedompop and therefore will let the matter rest on the merits of what was presented therein.
Good Day.
Constant secret charges for non-existent phone service
FreedomPop advertises free cell phone service but you have to hunt for the downgrade link to opt out of paid service and then pay $5 fees to opt out of enhanced feature packages AND auto-topup (which automatically converts the free service back to paid service) They also sell "pre-activated" cell phones that they do not provide account access for (so you cannot opt out of fees and charges) that often do not work as they are not properly activated (show as activated if you attempt to activate via their website but cannot make calls or send texts and require paying added fees to use overseas phone support personnel that don't even speak English)
Stop adding undesired paid services and fix the improperly activated phone.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the user ordered a LTE SIM on 9/27/17 and a Global Sim Kit on 5/7/16. Both of these accounts were properly downgraded prior to renewal. Also, prior to the user clicking "activate" to purchase a device, users are specifically told "When downgrading to the free plan, an account balance is required to protect ourselves from fraud and leakage, as data usage can be delayed up to 3 hours."
The only other charges we see on this account are on the Global SIM Kit for Account Maintenance Charges for $.01. The $.01 fees are Account Maintenance fee as disclosed in our Terms of Service located here - https://www.freedompop.com/service_plan_terms.htm. The customer has two accounts with two different hotspots. One account has a $19.99 plan, and the other account has a free plan. If a FreedomPop customer chooses the Free Monthly Broadband Plan or the Free Monthly Phone Plan and does not make a payment for excess usage, Value Added Services, or Other Services in any particular month and uses less than 5mb or make fewer than five (5) calls in any given month, FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active. Since the user met these criteria, the user was appropriately charged these fees.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; we provide a variety of free support options. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. Additionally, customers can log into their accounts to modify their existing subscriptions and cancel service. The support forum provides step-by-step instructions on how to downgrade accounts. We send all users a separate email after purchase with how the user should log into their account.
We do not see a phone associated with this email address. Does the customer have an account under a different email? We will be happy to research this for the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
1st, I do not have any "hotspots", just two SIM cards (neither of which have ever worked in any unlocked GSM phone as the required Android app has been too unstable on phones available to me), 2nd I do not have a "19.99 plan" as neither account has ever worked without WiFi, 3rd, I do have a Sprint CDMA phone I attempted to activate only to be directed to use their fee-for-service phone support to complete activation (their free e-mail support (actually, FaceBook Messenger through Freedompop's FaceBook page as no one ever responded after a trouble ticket was created) directed me to use Sprint customer service - which is not available to customers of a Sprint MVNO like Freedompop). BTW, I finally resolved the issue with the phone by activating it with another Sprint MVNO (Twigby) whose on-line activation worked instantly on the first try.
Our apologies. The customer does not a hot spot and both accounts are on free plans, and we are sorry we were unable to activate your device. We are not sure what resolution the consumer is seeking. Does the consumer need a new SIM or would the customer like us to cancel their accounts?
I was billed on 11/7/17 and payment confirmed by bank account. I was not notified my account was disabled until an emergency came up where I was left without contact. I have not direct way to contact Freedompop service except by messaging through their website. All services were down on my phone. Again, I was not notified of disruption of service except when I went to make a call. I made attempts to reset my phone and reset my method of payment.
Product_Or_Service: Other /***/
Account_Number: XXX-XXX-XXXX
Other (requires explanation) This is a back up phone for use when my main phone should have a problem or be misplaced. There was a situation in my neighborhood where police were not letting residents leave their homes. My primary cell was in my car so I was not able to have access to it. I feel a total credit for the month should be in order since as far as I know, my phone has not been active since I made my last call on 10/23/17. They need to make better contact with their users about account disabling.
We are sorry to hear about the customer's unpleasant experience. Our records indicate that there was a bug in our system that caused the user's account to become suspended. We apologize for this great inconvenience and have escalated this to our development team to determine the root cause. Due to the problems the user encountered, we have refunded 3 months of service at $32.97 back to the customer. We do show the issue to be fixed, but please let us know if the customer is having any further difficulties with their device.
Unauthorized charge of $10 to my card
We had a free trial to their premium service, and we decided to cancel early so that we can avoid the monthly charge. Immediately after doing so they charged my card $10 without permission. They have done this multiple times before with no notice. Now I will be unable to make rent and will most likely be kicked out of my residence. This is obviously false advertising if they charge $10 before the free trial is over.
I demand that the $10 be refunded and any possible compensation be given as well.
Our records indicate the customer's account under ***@yahoo.com was downgraded by the user and not cancelled.
Our records indicate the customer ordered a LTE SIM on 11/14/17. FreedomPop does require an account balance because actual data usage may be delayed up to 3 hours. This is to protect ourselves from fraud and leakage; customers must have a minimum account balance to be on a 100% Free account. This is disclosed prior to checkout and on the order confirmation receipt which is emailed after the purchase.
Prior to the customer downgrading their account, the customer is presented with a screen that states, "Because actual data usage may be delayed up to 3 hours, to protect ourselves from fraud and leakage, you must have minimum account balance to be on 100% Free account. Downgrade and add $10.00 in credit." The customer must confirm this prior to downgrading.
We do not charge customers for cancelling their account. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. Additionally, customers can log into their accounts to modify their existing subscriptions and cancel service and customers can cancel their account via the IVR.
We provided the customer a refund for their account balance and cancelled their account per the customer's request on 12/1/17. This account should not incur any further charges.
I WAS BILLED $7.99 FOR FREEDOM POP PREMIER SERVICE WHEN I DID NOT SIGN UP FOR IT OR WANT IT. I WANT ONLY THE FREE SERVICE.
On 11/27/2017 my bank account was deducted for $7.99 for a monthly service charge for 'Freedom Pop Premier', some kind of a service they added onto my account. I did not want this service or apply for it. They are so hard to contact- impossible to call them and talk to a human rep, that I had to resort to this method. This is crooked and very hard for senior citizens to navigate, not user friendly and a RIPOFF.
I want my money refunded immediately and NO FURTHER charges added to my account UNLESS I exceed my data limits.
Our records indicate the customer activated their device on 10/27/17. The activation order included a 1-month free trial of our FreedomPop Premier add-on service ($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. Since the customer did not downgrade their plan, the customer was appropriately charged $7.99 on their next billing cycle.
We removed this subscription per the customer's request and refunded the customer $7.99 on 11/29/17.
(The consumer indicated he/she ACCEPTED the response from the business.)
I am satisfied with the company's response at this time. I will refile a new complaint should any further billing problems for undesired services/fees occur. Thank you Revdex.com.
On 9/22/17 I purchased two SIM cards from Freedom Pop for the free monthly cell plan.About a month later, I received an email indicating I needed to downgrade my plan. I was charged $5 per line to downgrade then I was charged $98.88 for a monthly plan that I didn't sign up for even after downgrading.I sought to dispute this with the company but learned you have to pay to interact with a representative. I reluctantly did this only to be told they do not give refunds and that one of my lines has been deactivated.I did not sign up for a monthly plan. I did not authorize any charges to my account post my SIM card purchase. I feel like I was scammed. I still have one active line with them and I'm too scared to mess with the other line in fear of incurring more charges.I was charged to downgrade to a plan I signed up for. I was charged for services I didn't sign up for. And you have to pay to be assisted'None of this is outlined anywhere in my welcome email. I would like to keep my service open as I do need the additional line as long as I'm not charged any further.I would like a refund of my $98.88 as I feel I was misled about the requirements of service. I can get over the $10 downgrade fees, but $100 is too much to let slide.
Product_Or_Service: Cell phone service
Account_Number: 8UPXXXXXYSXXXXXXX
Other (requires explanation) I would like to keep my service open as I do need the additional line as long as I'm not charged any further.I would like a refund of my $98.88 as I feel I was misled about the requirements of service. I can get over the $10 downgrade fees, but $100 is too much to let slide.
Our records indicate the customer was charged $98.88 at 3:28AM on 10/25/17; however, the customer downgraded shortly after the charge on 11:21AM. Due to the timing of the events, the charge was successful. We processed a refund for $98.88 back to the customer and this line remains active. However, the customer's other SIM shows that the customer's billing information needs to be updated. This account is currently cancelled. If the customer wishes to keep this line active, then the customer should update their billing information.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the refund.
If I update my billing information, will I incur any charges?
I want to keep both lines active and on the free talk and text service.
I tried to cancel This order several times and nothing came of it. I called and waited for 1 hour and then a message told me to leave my number.
They never called back. I only wanted one hot spot got two. this advertise free I under stand the cost of one but to charge me *** for one that is not out of box. the cost to start was *** and free use. I think they didn't call me back so they could charge me more. I wanted some Question answered But could never get to them. This is the second month they have charged me it needs to stop.
Take back the hotspots and give me all my money back
Our records indicate that the customer did purchase two hot spots on 9/20/17. The devices were free, but there was a $19.99 charge on both lines for activation. The second device was purchased via a post check out offer that customer opted into. The orders 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. Since these accounts were not downgraded prior to the trial expiring or cancelled, the customer was appropriately charged $29.98 on both lines on 10/23 and 11/23.
We actually do not have a system set-up to leave a voicemail for us to call the customer back. So, the customer may have dialed an incorrect phone number to try to get a hold of the company. Please ensure the customer has our appropriate phone number - XXXXXXXXXXX.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; we provide a variety of free support options. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. Additionally, customers can log into their accounts to modify their existing subscriptions and cancel service. We send all users a separate email after purchase with how the user should log into their account.
Even though FreedomPop's current policy states that the customer must return the device within 30 days for a refund, we will extend the time limit to allow the customer to return their devices. We have processed 2 RMAs - XXXXX and XXXXX. The customer will receive emails to ***@yahoo.com with instructions on how to return their devices. We will process a refund once the devices are received.
Even though the charges from 10/23 and 11/23 are valid, as a courtesy to the customer, we have processed two refunds for each device for $29.98.
Denial of services.
Attempting to port 2 cell phone numbers to a third provider. One cell phone number is being held in suspension by Freedompop for "billing issues". The bill was paid to them in full, and is not yet due for renewal. They have blocked all porting information on the account, so the account number, PIN, and any other necessary porting information is not available. That number is being blocked from porting because of said billing issues. The renewal date for ongoing service is November 28, 2017, after which the number will be lost if this issue is not resolved. The second number request for porting is FROM another provider TO Freedompop. According to Freedompop's automated system, that number is not eligible for porting, despite the losing provider being ready to port, any other carrier or provider indicating eligibility of the number and ability in the past to port the number numerous times. After too many emails to count to Freedompop, including to the CEO, and a phone call with 2 of their technical advisers, Freedompop will "try" to manually port the number, but that will not happen until November 28, 2017. The service attempting to get, given "free" by Freedompop, will expire on November 27, 2017. For that service to continue, with or without the ported phone number, charges will apply or the account will be closed. Both cell phone numbers, prior to the porting attempts, were active and provisioned on cell phones. Both phone numbers are currently active, though the associated SIM cards are not currently installed on phones. Both phone numbers have been active for over 15 years and have never had porting issues in the past. All cell phone provider charges are paid in full and up to date with all the associated providers. Of note, service on neither account will be activated UNTIL November 28, 2017, 1 day AFTER the "free" period ends. On that date, a full year of service will be charged for each account, which neither of us wants, to continue. Expect lies, that is all they do and do it well. Affected phone numbers: XXX-XXX-XXXX, XXX-XXX-XXXX.
Porting of our cell phone numbers! Stop lying!
We are sorry to hear about the customer's unpleasant experience. While the free trials begin at shipment, the customer does not need to port a phone number to use the trial as the device came with a pre-activated number to use during the port process.
Our records indicate that we attempted to port number XXX-XXX-XXXX multiple times; however, we kept receiving a message from the customer's previous carrier that the phone was not eligible for porting. If the other carrier does not release the number, we cannot obtain the phone number.
The phone number XXXXXXXXXX was successfully ported into FreedomPop on November 8th. We do not indicate any suspensions on either one of the customer's accounts. This account is eligible to be ported out. Below is the port out information for this account:
Account Number: XXXXXXXXXXX
Pin: ***
Subscriber Name: ***
Phone Number: XXXXXXXXXXX
Zip Code: XXXXX
As a courtesy to the customer for their unpleasant experience, we have refunded the customer's transfer number fee for $9.99.
(The consumer indicated he/she DID NOT accept the response from the business.)
Our records indicate that we attempted to port number XXX-XXX-XXXX multiple times - THIS WAS A LIE! Previous provider more than willing to port.
FP automated system denied portability of phone number. FP refused to attempt manual porting. Then held number hostage by bogus port request so
it was impossible to port anywhere else.
We do not indicate any suspensions on either one of the customer's accounts - ANOTHER LIE! Attempt to port second cell phone number out of FP, told by FP account number and PIN were incorrect when attempting to port number to a major carrier. Online account had been blocked so impossible to verify accuracy of account information.
After my notifying Revdex.com, suddenly online account information appeared verifying the account number and PIN at FP were correct. Number was able to
be ported out of FP. The timetable of notifying Revdex.com and the reappearance of the porting information leads me to believe that pressure from the Revdex.com was responsible for reinstatement of my account. FP did refund the money I paid them after filing a dispute with my credit card company, NOT as courtesy of FP.
Both cell numbers have been ported to a safe haven, so are no longer associated with FP. It was a very long and difficult battle with FP. I
would hate to see anyone else have to fight the same battle.
We are sorry for the customer's unpleasant experience. However, we provided the information as we see it in our system. We never hold phone numbers hostage, and we always allow phone numbers to be ported out, but the information in the port out request must be accurate. We are sorry to hear that the customer remains unhappy.
(The consumer indicated he/she DID NOT accept the response from the business.)
Freedompop needs to STOP lying to their customers. When we attempted porting both numbers to AT&T, neither number could be ported despite extreme effort by AT&T. The number at Freedompop was held by being told account number and PIN were wrong and the account information on line had been removed. Second number had a port request from Freedompop to the old provider despite account at Freedompop closed. Old provider unable to release number until port request released by Freedompop. By the time that occurred the account at old provider had been closed. In my opinion, Freedompop, for some reason did not want to release phone numbers my wife and I have had for over (20) years. At this point, I would like other potential customers at Freedompop aware of their shady business practices.
Their customer support is completely inadequate. Despite multiple attempts via the online support to restore my data connection to working order (a data connection that was already pre-paid for via the annual plan) there was no success. No offer of a refund for lost time/service. No follow up to see if my connection had been fixed. Support responses, when they even arrived (after long delays), were often very brief and minimalistic. In order to get actual phone support you have to pay even more money. The only thing going for this company is the competitive prices, but when the support is so lackluster and basic function/service appears unreliable you realize that "you get what you pay for".
We're sorry to learn of your unpleasant experience and greatly appreciate your feedback as we are always looking to improve our services in every aspect, Andrew. Please feel free to reach one of our admin via our community should you ever need assistance. You may do so by visiting
Freedompop Sims card don't work
Purchased a Azpen 10.01 Quad core dual sim 4g calling tablet. I follow the instructions as to how to active the card. I successfully activated the sims card but couldn t gt it to work. Called several times and once they find out what I was calling about they would hurry and put me back into the automated service only to go around & around in circle. They even had the nerve to tell me that I would have to pay just for them to help. I have tried everything and nothing. They charge me to activate it.
to at least assist in getting this corrected or replace the sims card with another one
We are very sorry to hear about your unpleasant experience. We will gladly ship you a new SIM card. Can you confirm what address we should mail the SIM card to?
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; we provide a variety of free support options. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/.
(The consumer indicated he/she DID NOT accept the response from the business.)
My address is *** XXXXX. But I really don't think it will solve the issues with the problems I'm having or the ones you have with your company. I added your so call VIP account when I paid for what I thought would be a live person to assist me with my problem and all I got was a recording with instructions. Not to mention that when you do this you're opening yourself to monthly charges, something you're not told at the beginning.
The online support is a BIG JOKE! You have a live person for sells but none for support. And I have a problem with the people I dealt with. I know at least three of them deliberately LIED about sending me to a live person for support. And I just feel the same thing will happen again and after reviewing some of the comments from other customers that have tried your product I'm almost sure it will happen again.
We are sorry for the customer's unpleasant experience, but all charges for the account have been refunded. We will ship the customer a new SIM card if that is what she wishes.
Our phone support is available by phone from 7:00AM - 5:00PM PST. Also, the customer's VIP subscription was downgraded.
(The consumer indicated he/she DID NOT accept the response from the business.)
at the point I do not feel the company can be trusted
Charged for cell phone that never could connect to freedom pop's cellular network.
Ordered and received freedom pop cellular phone that was defective. The SIM card that they sent with phone could not be recognized. I was billed for service that was never provided. I have tried numerous time over the last 3 month thru freedom pop's self help website. Nothing I tried ever worked. Just kept me going around in circles. I tried to call their customer support phone number, but it always dumped me into freedom pop's self help, never got to speak to a live person. Finally I called the phone number that was printed on my credit card statement. I reached freedom pop's billing customer service department in India. The first lady I talked with told me that there is nothing freedom pop can do and suggested that I dispute the charges with my credit card company. I explained to her that I just wanted what I have paid for. She totally agreed with me but insisted that she couldn't help me. I called back again and got the same run around, I asked to speak to a manager but got transferred to a team leader. He couldn't do anything either. I did ask to speak to a manager, but he insisted that he was the "BOSS" and that there was no one else to bring this too.
1) issue refund or credit for charges for services never rendered. No service has been rendered to date. 2) provide a fully functional cell phone, cell phone, SIM card and activation. I'm not looking for miracles, just want what I have paid for. I consider this a deceptive business practice to keep driving paying customers to never ending looping self service airport.
We are sorry to hear about the customer's unpleasant experience. Our records indicate that the customer purchased this device on 7/4/17, but we did not receive a notification from the customer that the device wasn't working until 11/17/17. FreedomPop has a 90-day exchange policy. Our terms are located at https://www.freedompop.com/service_plan_terms.htm and the terms are agreed to prior to checkout. However, as a courtesy to the customer, we have shipped a new SIM to the customer, and we have provided a refund for all monthly charges totaling $42.95. Please email us at ***@freedompop.com and place "Revdex.com XXXXXX" in the subject line if there are any issues with the new SIM card.
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 12/8/17 not all credits have been issued. Still no SIM card. Still no working cell phone.
User has been reached out to via email to expedite process.
(The consumer indicated he/she DID NOT accept the response from the business.)
As of 2/28/18, still no SIM or cell phone that work. Freedom pop claims they sent a SIM card but I still have not received it. They asked me to update my address which I did. Same address as before. Freedom pop continually try to close this claim as resolved but do not do anything to resolve it. As previously stated for the last year, I just want a working cell phone.