FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Customer service could not activate my device after they assured me both online and on the phone they could. They eventually just pushed me off.
I had a Freedompop MiFi device and service for a couple of years. During that time I accumulated 16gb of data in my account. I rarely use the device. In October I tried to use the MiFi and found it dead. I contacted Freedompop via email asking if I purchased a Sprint labeled replacement on eBay would they activate it and replace the broken MiFi on my account. Their reply was "Thank you for your response. Yes, you may purchase a Sprint MiFi 4082 device from eBay. Simply provide us the MEID number of that device and we will activate it and replace the existing one on your account. So that you will keep the exact same services and accumulated data." So, I purchased the eBay device and contacted them to have it activated. They responded with "Hello ***,
Thank you for contacting FreedomPop Online Services. My name is *** and I will be more than happy to assist you today with any concerns you may have. It is our understanding that you are requesting to activate a Sprint MiFi to replace your old hotspot.
I am very for the inconvenience that it has caused you. Upon checking your account, I do see that under this email address: ***@ghiler.com, you have a Freedom Spot - 3G MiFi. I am very sorry to inform you that your Sprint hotspot cannot be added on your account to replace the current one since it isn't a FreedomPop device.
As a valued FreedomPop customer, we hope that we have addressed all concerns. However, should you need additional assistance, please feel free to respond to this incident and we will be more than happy to assist you.
Please also be sure to visit our online Self-Help Knowledge Base at https://support.freedompop.com and our FreedomPop Communities at https://forums.freedompop.com/.
Best Regards,
***
Your personal Online Service Agent"
I called their customer service and they assured me the eBay/Sprint MiFi I purchased could be activated. However, when they tried the had website issues that prevented them to complete activation. The CSR transfer me to someone that for sure would get it active and the call dropped. I called back and went through the same process again with the same result, the transferred call dropped. I again called back, talked with the third CSR, was transferred and again the call dropped. At that point I suspect they were just hanging up on me.
I again contacted customer support via their website and received email telling me to activate it online. I again tried to activate on line and received a webpage error 404 page not found. At that point I cancelled my account.
I believe they were not activating my MiFI because of the large data I accumulated as when I cancelled the account all of the accumulated data was lost. In effect, they stole my data.
I would like Freedompop to refund my monthly fee for the two billing months I was working with them to get my replacement MiFi activated. The amount is approximately $16.
We are very sorry for the confusion caused by the support agents. You should be able to activate a hot spot through the BYOD portal; however, not all devices are applicable. You must follow the instructions here to activate a BYOD device - https://support.freedompop.com/app/answers/detail/a_id/2166/kw/byod.
We will gladly refund your charges. Can you confirm the MEID or device ID of that you wish to be refunded to?
(The consumer indicated he/she DID NOT accept the response from the business.)
I canceled the device and would like the refund to be applied to my credit card. I am so unhappy with the Freedompop website and customer support staff that I have canceled my account and deactivated all my devices. After three years and 32gb of data accumulated I would think they would have made a better effort to serve me.
We are trying very diligently to locate the charges you are referring to. We cannot refund charges that we cannot locate unfortunately. The best we can do is to provide 2 months of refund for the account with device AXXXXXXXC46CF5. We processed 2 refunds for $7.48 each.
(The consumer indicated he/she DID NOT accept the response from the business.)
The account and email are ***@ghiler.com. If my credit card cannot be refunded please mail a check to *** XXXXX or my PayPal, ***@ghiler.com. Thank you.
I paid for wifi data, when I received the device it wouldn't work and now they claim I never had service. I have proof that shows I did have service.
I purchased the service on October 22nd, 2017 the service included 3 MB of wifi hotspot data and a mobile hotspot device. I received the device on or around the 26th and it worked for one day and then I could never connect to the internet afterwards. I contacted the company the only way I could find through their Facebook page. They simply directed me to a troubleshooting page that didn't help at all. I contacted customer service again to say I wanted a refund because I was still within the 30-day money back guarantee and they now claim I never bought any service or product from them. I have receipts and photos that beg to differ. The hotspot model is a Franklin r850 the model number is: ***. My order number is/was: XXXXXXXX.
All I want is a refund of $19.99 (what I paid for my service) I am more than willing to send the device back. I would also like it to be know to the Revdex.com that FreedomPop makes you pay for live customer support.
We are sorry to hear about the customer's unpleasant experience. Our records show that the customer was provided a refund on 11/8/17 for $19.99. Please let us know if the customer is having any further issues.
About a month ago I ordered a sim card from this company. I believe they charged me .99 cents. They took It off my bank card. I haven't used the sim card nor did I log In and register. The sim card was suppose to be free with a limited amount of usage and I could go up for a charge. having two phones,I was waiting on one to be turned off so that I could use my sim card to re-activate It. For no reason what so ever,I was charged 98.00usd on my bank card. I have tried to reach out to this company through Phone and through Facebook,which are the only way to have correspondence with this company.
Product_Or_Service: Sim Card
Other (requires explanation) I would like Freedom Pop to return the 98.00usd they took from my account without authorization . Close my account and I can return their 0.99cent sim card back to them.
Our records indicate the user ordered a LTE SIM on 10/12/17. The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($71.94 every 6 months after the trial expires) and a 1-month free trial of our Semi-Annual Phone Premier add-on service ($26.94 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.
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 these charges are valid, as a courtesy to the customer, we have refunded the $98.88 back to customer. The account is currently active and set to auto renew in 6 months if the customer does not downgrade or cancel or their account. Instructions on how to downgrade the plan can be found here: https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Instructions on how to downgrade the add-on services can be found here:
https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade
(The consumer indicated he/she ACCEPTED the response from the business.)
The Money that was taken was put back and they apologized. Thank You for your help with this matter.
I got charged 3 times today by freedompop for $98.88, $29.99 and $5. I tried to downgrade my plan online but it keeps giving me an error.
I got charged 3 times today by freedompop for $98.88, $29.99 and $5. I tried to downgrade my plan online but it keeps giving me an error. My phone number is XXXXXXXXXX XXXXXXXXXX and 1 hotspot device. My bank keeps calling me to confirm the charges. Please refund me.
1. Refund 3 charges of $98.88, $29.99 and $5. (I did not even use the service). 2. Downgrade my plan to free plan since I can't do it my self. it keeps saying 'downgrade/deactivate unsuccessful' when i do it myself. 3. Remove my credit card on the account.
Our records indicate the customer has three accounts, and below is a synopsis of the charges the customer is referencing:
For the SIM purchased on 10/7/17: The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($77.94 after the trial expires) and a 1-month free trial of our Phone Premier add-on service ($20.94 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 the user did not downgrade their service, the user was appropriately charged $98.88 on their next billing cycle. This account was charged $5 for the downgrade fee, and it was successfully downgraded. Even though these charges are valid, we have processed a refund for $98.88 and $5.00 as we show the customer cancelled this account.
For the 2nd SIM purchased on 10/7/17: The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($77.94 after the trial expires) and a 1-month free trial of our Phone Premier add-on service ($20.94 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 the user did not downgrade their service, the user was charged $98.88 on their next billing cycle; however, this charge failed at the customer's financial institution. This account was cancelled on 11/20/17 per the customer's request.
On 10/12/17, the customer purchased a hot spot. The order included a promotion of our 1-month free trial of our 2GB Premium Monthly Plan ($19.99 per month after the trial expires) and a 1-month free trial of our Phone Premier add-on service ($9.99 per month 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 the user did not downgrade their service, the user was appropriately charged $29.98 on their next billing cycle. We processed a refund of $29.98 back to the customer on 11/21/17, and this account is cancelled.
(The consumer indicated he/she ACCEPTED the response from the business.)
After a long wait the refund has been recieved
Paid for product, never received product, no refund, no replacement, terrible customer service response time.
I ordered their sim card. It was never received. I was refused a refund or a replacement. Customers are required to pay an additional fee for "premium" customer service. If you don't pay, you will have to wait a week for them to respond to your email. There is no phone number to call. If it is a complicated issue where the customer has to send additional responses, it will take weeks or months to resolve. I initially contacted them on 10/19/17 and the issue was resolved on 11/15/17 when they told me no refund, no replacement.
For this company to follow through on their commitments to their customers and not rip off their customers.
We apologize for the customer's unpleasant experience. Our records indicate that the customer did not inform us regarding the missing SIM until October 27, 2017. The SIM was shipped to the customer on 6/20/17, and the charge of the SIM was $0.99. When the customer informed us about the missing SIM card, we offered to send a replacement but needed confirmation of the shipping address. After several contacts with the customer, we issued a refund for $.99 back to the customer for the purchase.
Company's product didn't work from Day 1. Submitted online ticket. No live online support. Email received. No information other than what's available in Support area of website. Called for help, directed me to a automated line to pay for support. Called back, said their product doesn't work, Im not going to pay when the product hasn't even worked yet. Called back explained that the previous person directed me to a line where I had to pay to talk to someone and that I didn't want that. They directed my call to the pay for support line again. This happened 2 more times. Called and asked to talk to a manager. waited 20 minutes. Nothing. Called back asked again. Waited another 15 minutes. Nothing. Responded to open e-mail support ticket. They told me to pay money to talk to a person. I said that this is ridiculous. Their product has never worked I'm not going to pay to get it to work. Asked him to provide a solution or I wouldn't stay with freedompop. Got an e-mail saying case was resolved. Responded saying that the case is not resolved and that he hasn't provided me any more information on how to resolve issue. Called in again. No help.
Absolutely garbage company. go elsewhere
Charged for unauthorized services, won't refund
In June of 2017 I signed up for a trial of Freedom Pop's 2GB service and cancelled prior to the renewal date, which dropped my plan to the free tier. I never actually used the service, because I did not realize APN settings had to be configured on the phone and wasn't able to get it to work initially. So, I cancelled the trial prior to the renewal date and planned to try out the free tier at a later date.
On November 11th, I decided to try the sim again and added the APN settings, assuming I still had a free plan, but found out that my service had been terminated for not being used, despite FreedomPop never notifying me this had happened or was about to happen. My number was reclaimed too and there are currently none available in my area code. Apparently, when they terminated the account for inactivity, they terminated the PayPal link as well. To my knowledge, it was still active. There was a message about updating billing information, so I assumed I would be able to re-add the free plan once I re-linked PayPal. Nothing ever came up about being charged $7.99, a fee they charge for an add-on called "FreedomPop Premium Plus." This is separate from their mobile plans and it is still unclear what value the service provides. Regardless, I never agreed to be charged for it or signed up for it. Upon authorizing PayPal, it charged me for this service in addition to adding back the free plan. I brought this to their attention and they said they could not refund it. They said I had failed to cancel the $7.99 add-on prior, back when I had the 2GB plan trial which would have renewed at 24.99 if not cancelled. However, to the best of my knowledge, they had active billing information at that time and never contacted me regarding a balance. There was also no balance due listed in my account or anything to indicate I would be charged a fee. Also, the fee they charged was not for a prior period, it was for the current period, so their claim makes no sense. Further, I never used the trial prior to this and never received any benefit or use from FreedomPop prior to being charged this fee. Despite all of this, they are unwilling to do the honorable thing.
Refund of $7.99 charged on 11/11/17
Our records indicate the customer purchased a LTE SIM. The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan ($24.99 after the trial expires) and our Monthly Premium add-on service ($7.99 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 subscriptions become paid services if not downgraded by the next billing cycle. The customer successfully downgraded their Plan, but the added service remained active. Thus, the customer was appropriately charged $7.99 on their billing cycle on 7/17/17; however, PayPal refused the charge.
Once the customer updated their billing information, the pending $7.99 charge was placed through the customer's account. Even though this charge was valid, as a courtesy, we have refunded the customer's account for the $7.99 charge.
As stated in our terms and conditions https://www.freedompop.com/service_plan_terms.htm ), "If the balance in your FreedomPop Account runs out and you have not provided us with a new functioning payment method, your access to the Broadband Service, Value Added Services, and Other Services will be interrupted and your Broadband Service may be deemed inactive, as further described below. If you do not use your FreedomPop Account for a period of 30 days, FreedomPop may place your FreedomPop Account on inactive status. You can reactivate your FreedomPop Account by following the reactivation link at https://freedompop.com/billing_overview.htm." Since the account was inactive for over 30 days, the account was made inactive on 8/31/17.
We apologize for the customer's unpleasant experience.
(The consumer indicated he/she DID NOT accept the response from the business.)
This matter is resolved and I would like to close this complaint. FreedomPop has issued a refund and apologized in their response. I still believe that this fee should not have been charged, but accept their apology. Please close this complaint. Thank you for your assistance with this matter.
Extremly poor customer service! Very difficult to communicate with a real person. Have to pay extra to resolve a startup problem, even before your phone is activated, due to their system inefficiencies! Unwilling to listen or hear what the customer has to say, or address their concerns. Very much more interested in selling than supporting what you already purchased so you can get started. Think very carefully before you subscribe. Cheap can really be very costly! Website is not very functional, problem solving is non-existent.
Freedom Pop is scamming consumers out of money by making it totally impossible to reach CUSTOMER SERVICE FOR CANCELLATIONS OR REFUNDABLE ACTIONS. The only time you'll reach a live agent is to get your money or account access. Don't use this company!!
Purchased SAmsung Phone. Was charged to port number. After porting the phone had to be on the speaker to hear other party. Plus other issues.
After finally contacting Freedom Pop (which took 15 phone calls because of the way they set up their phone list for different problems) about the problem I have been emailing a tech back and forth for 3 weeks. He assures me the problem will be resolved. He has required me to change settings, run tests, do a factory reset etc. The problem remains. He keeps coming up with more things to do. The average customer would neither have the time, patience or even the know how to do the things he requests. I thought I purchased a working phone from them and a service that worked. Now I have the first months bill due and I still do not have a phone or service that works. It is wrong to expect the customer to become a tech trainee when purchasing from them.
I also contacted Samsung and got an email asking me to do all the tests they wanted, which meant lots more time being a tech. I figure that three weeks of this is enough. The phone should be working correctly before it gets to a customer. That is what they expect and have paid for.
I want a phone that works and no charges for at least 2 months plus another free month as the first was not free and I had no real services, because of all the time I have had to deal with this problem. I want the phone sent to me and then ported with my number so I can transfer my data to it before returning the old one. If not quickly as I need a phone, I want all money paid to them for the services and the phone to be refunded to me immediately.
We are reaching out to the customer to attempt to solve the issues directly and place a faster solution in place. We apologize for any inconvenience.
They had all working a few days. Now since the 8th of December I had partial ability to call people. Now I cannot call either through the Freedom Pop app or WiFi. I have contacted them many times and am told they are working on it. I cannot believe that a phone company can give such shoddy service. Even though they agreed to give me free time because of all of this, I now have no phone service.
We are sorry to hear the customer had issues with their new device. We processed refunds back to the customer for $10.01 and $4.85 on 12/20/17, and the account was cancelled per the customer's request. To date, we have provided refunds on all charges the customer incurred. We sincerely apologize the device and service did not work for the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate them refunding all money I paid the resolution only came when I cancelled my account with them. They gave me no alternative so their resolution did not exist. I went over 1 week with no phone service as I waited for them to do something to fix the problems. They said they would let me know when they knew what to do. I could only go without a telephone so long so I was forced to purchase another telephone that actually worked and go with another carrier. The new phone works fine and I get good service from Consumer Cellular. Being that they are a phone company it seems to me that what they advertise should be what is given to the customer. The price would have been great had it paid for something that actually worked. I spent over two months with them and got nothing but a lot of frustration and an inability to be able to make telephone calls. Not what I expected from a so called reputable cell phone carrier.
Unfairly charged for services. Multiple services were initiated without my consent, randomly throughout roughly a year and a half.
I discontinued service in October with Freedom Pop, and was still charged this month because they had given me another phone number (without my knowledge).
I will let that go, but my complaint I definitely want to resolve started previous to that:
When I checked on each of our 4 phones in August, this service was not listed as being subscribed to. It has never been listed where anyone could find it.
When I contacted FreedomPop, *** could not find it either & so asked for my credit card account number.
Per FreedomPop email 10/31/17 "We can see that the $38.97 charges were not the accounts associated with your name and we thank you for providing the details needed."
My credit card was charged $38.97 on August 20,2017 Sept 20, 2017 and Oct 20, 2017.
Here is their email response today:
Upon account review; we have found that upon completion of signup, a subscription to a free 30 day trial for the Premium 2GB LTE Unlimited ($24.99/month) and FreedomPop Premium Plus ($7.99/month) service was authorized when selecting the agreement to the terms of service box.
Within the terms of service, if downgrade or deactivation of services at the conclusion of your free trial is not completed the service will remain active and automatically renew at the rate of $32.98. The result of no action taken prior to the ending of your trial caused the current recurring charge.
We have seen that the service FreedomPop Premium VIP Service was added on 07/20/2017 for $5.81.
We would like to let you know that a $5.00 credit is required when downgrading to our free plan. We have implemented this requirement to ensure that your account remains active in the event you exceed your data allotment. There is a 3 hour delay in data reporting to our system, for this reason, it's possible to exceed your plan limit before our system recognizes your data usage, and suspends your service. This $5.00 credit protects you from any charges that may result from this 3 hour delay.
If you wish to avoid monthly service charges a downgrade to our free plan is an alternative option. Please follow the instructions provided on the links below to ensure your account is downgraded and value added services are deactivated:
How to Upgrade or Downgrade your Plan
How to downgrade your Add-on Services
Please contact us once account has been downgraded to the free service.
We kindly await for the additional information requested to ensure we are more equipped to help resolve your issue.
Thank you,
***
Your personal Online Service Agent
The return of 3 charges of $38.97 (thus $116.91) to me.
Our records indicate the customer purchased a LTE SIM. The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan ($24.99 after the trial expires) and our Monthly Premium add-on service ($7.99 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 customer also purchased the VIP phone support ($5.99 monthly charged) for $5.81 as the amount was prorated for the customer's next billing cycle on 7/20/17. The subscriptions become paid services if not downgraded by the next billing cycle. The customer was appropriately charged $38.97 on their next billing cycle.
We show that the customer's phone number was in service from 7/13/17 to 11/10/17 when the device was cancelled. Even though these charges are valid, since the customer has cancelled this account, we will provide a refund for the three $38.97 charges as a courtesy to the customer.
We apologize for the customer's unpleasant experience.
(The consumer indicated he/she ACCEPTED the response from the business.)
I am disappointed in the numerous random services we were signed up for with out our consent. But I am thankful that these particular charges have been settled.
Freedompop has double billed for services and it is not possible to talk to a customer service or a billing representative to correct the error. I also paid an extra $12.99 for Freedompop "VIP support" and this phone support is not provided, another service paid for but not received. I called multiple times pleading with sales to put me through to billing and they continue to transfer the call back to an annoying message telling the customer to look online for an answer! Hands down the worst customer service I have ever experienced. Don't use Freedompop, run from this company. It was a good idea but horrible execution. ***, Chief Executive Officer, & ***, Chief Operating Officer, *** Chief Technology Officer should be embarrassed by their shady, unreliable business practices cheating consumers out of their hard-earned money. Freedompop charges for services and does not provide them, and does not provide any phone customer service.
On November 4th, I updated my credit card, added phone service for the coming month. On November 4th the phone stopped receiving calls. The next day, Nov 5th I was billed again. On November 5th, the phone did not receive calls even though my credit card was charged. Every time we called the phone, an auto message came on that the phone was not working. Even though Freedompop may claim the calls and texts went through, they did not. From Nov 4, 6:00 pm and Nov 5th the phone did not work. My child was on a school trip and became ill and we could not call him and he could not call us. The texts he sent us are still spinning on this phone.
What should be a simple fix with customer service or billing has turned into a major issue, requiring filing this claim. Not smart business Freedompop. Everyone will get sick of this terrible treatment.
Product_Or_Service: Freedompop premier VIP support & Premium 2GB
Order_Number: XXXXXXXX & XXXXXXXX
Account_Number: XXX-XXX-XXXX
Contact by the Business Correct my bill. Remove the charges for $19.99 on February 4th for service not provided. Refund the $12.99 for phone support billed November 5th for again a service not received. An apology for non-existent customer service. Offer phone customer service to all customers free of charge. Freedompop is already getting it's money from everyone. It should be illegal to charge extra to talk to customer service or solve billing errors.
Our records indicate the customer purchased a Samsung Galaxy III The order included a promotion of our 1-month free trial of our 500 Unlimited Plan ($10.99 after the trial expires) and our Monthly Premium add-on service ($7.99 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 Monthly Premium Plus add-on service includes: Visual Voicemail, Tethering (WiFi Hotspot), Premium Voice, Data Roll Over, MMS (picture and video) Texting, & Speed Boost. This does not include Premium VIP Service.
The customer was charged $4.85 for Premium VIP support on 10/17/17 after adding it to their account. This amount was prorated from the $5.99 monthly fee.
Since the customer did not downgrade the plan or services prior to their next billing cycle, they were appropriately charged $24.97. We have refunded these charges back to the customer as a courtesy, but the customer will still need to downgrade their plan and services to ensure the account is not charged on the next billing cycle.
Instructions on how to downgrade the plan can be found here: https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Instructions on how to downgrade the services can be found here:
https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade
Requested order cancellation. Called company numerous times and was hung up on every time.
Sunday 11/5/17 ordered a mobile hotspot device and paid $16.99 for rush service which means it should have delivered today. Minutes after placing the order, I discovered a better solution. I immediately went back to the website to cancel the order Not an easy task to even find a way to request it. Sent in a ticket requesting the cancellation. Was notified it might be 5 days before they even look at it.
I received an email this morning indicating that the order was being processed. The email also said it could take up to 10 days to ship. Remember that $16.99 for 'Rush' service? I went to the website to get a phone number. Again very difficult to find. Finally found one. I called about a dozen times and repeatedly ran into an automated system asking for my account number which I do not know. I managed to find a way to talk to a human and they are robotically reading from a script and will not listen to you. The first time they said they would send me to billing. Got the auto recording asking for my account number which I don't have. when I couldn't answer that the system hung up on me.
I since have called back a dozen times telling them right up front Don't send me to billing because I don't know my account number. Robotically read from script let me send you to the correct department. automated recording asking for my account number which I don't have.
I have called back now and asked to speak to a supervisor and was immediately hung up on.
This place is a joke and in my opinion crooked.
Cancelled order and a complete refund including the $16.99 for rush service
I have now been contacted that the order is being cancelled, but the customer service was atrocious.
on 10/19 I connected online support about my phone saying I was out of minutes but I have an unlimited plan I went 2 days without service until it was time to top up my account I will attach emails. I also complain that once the phone was reactivated I was not able to receive incoming calls I was told to reset my phone 5 different times and nothing was a long term fix. So I've made up my mind to get a new carrier to them this will be my last month with them then I'm hit with a bill of $98.88 for a sim card that I never use and or activated because of the issue's I'm having with company. I email them on 11/03 about the charge was told I would get response within 1 or 2 days nothing as of yet
Other (requires explanation) I just want my money for the sim card of $98.88 and a partial refund for November not being able to receive calls and credit for the 2 days with out service when I had data left and unlimited talk and text. This company is a scam and it hurts consumers pockets when we pay for service we can use
Our records indicate that the customer received a refund on 11/9/17 for $98.88. Our SIM cards come pre-activated and do not require usage. The customer purchased a LTE SIM. The order included a promotion of our 1-month free trial of our Semi-Annual 2GB LTE Unlimited Plan ($77.94 after the trial expires) and our Premier Semi-Annual add-on service (20.94 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 the customer did not downgrade his plan prior to renewal, the customer was charged $98.88 on his next billing cycle.
The refund has been processed, and we apologize for the customer's unpleasant experience.
Service doesn't work, no one returns emails, texts or phone calls.
They charged me $260, for 6 months of service. Stopped working after a few weeks. Can't get anyone to fix it.
Refund
There is some confusion regarding which account the customer is referring to as the customer has four active accounts. See below:
On 7/12/17, the customer purchased a LTE SIM. The order included a promotion of our 1-month free trial of our Semi-Annual 2GB LTE Unlimited Plan ($89.94 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 the customer did not downgrade his plan prior to renewal, the customer was charged $89.94 on his next billing cycle. The customer upgraded his plan on 11/2/17 to the 5GB Plan, and he was charged $67.22. As a courtesy, we have refunded the charges for $89.94.
On 9/24/17, the customer purchased a LTE SIM. The order included a promotion of our 1-month free trial of our Semi-Annual 2GB LTE Unlimited Plan ($77.94 after the trial expires) and our Premier Semi-Annual add-on service (20.94 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 the customer did not downgrade his plan prior to renewal, the customer was charged $98.88 on his next billing cycle.
On 9/27/17, the customer purchased a LTE SIM. The order included a promotion of our 1-month free trial of our Monthly 2GB LTE Unlimited Plan ($19.99 after the trial expires) and our Monthly Premier Semi-Annual add-on service ($7.99 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 the customer did not downgrade his plan prior to renewal, the customer was charged $27.98 on his next billing cycle. However, that charged failed, and the customer cancelled their account on 10/30/17.
On 11/8/17, the customer purchased a LTE SIM. The order included a promotion of our 1-month free trial of our Semi-Annual 2GB LTE Unlimited Plan ($77.94 after the trial expires) and our Premier Semi-Annual add-on service (20.94 after the trial expires). These trials become paid subscriptions if not downgraded prior to renewal. While the customer has not met their next billing cycle, the customer must downgrade their account in order to avoid charges.
As a courtesy, we have refunded one of the charges, but we aren't quite sure why the customer keeps purchasing SIMs if the service isn't working for him. Please specify which account(s) the customer is having issues with, and we will ensure these are closed down correctly.
Refusal to give full refund including shipping due to sales person lying about coverage area.
I ordered WiFi hotspot R850 on 11-1-17.I purchased it on a Visa credit card. The purchase amount was $61.98 The order number is XXXXXXXX. Sale representatives told me I was in a covered service area, when I in fact WAS NOT. Sales representative also told me I DID NOT need a computer to make my WiFi hotspot work. When I called technical support, the first thing they said was to hook up my phone to my computer and download a program.
When I first spoke with sales representative I asked if I needed a computer to make WiFi hotspot work. They assured me I DID NOT.
Sales representative pushed for expedited shipping, in which I choose. I was never able to get WiFi hotspot to work because I AM NOT in covered service area. I am sending it back at my expense because FreedomPop will not pay for return shipping. As well as previous mentioned issues, they will not refund my expedited shipping cost. Please feel free to contact me with any other questions that may need clarification. My email address is ***@gmail.com and my phone number is XXX-XXX-XXXX Thank you-
Full refund of device, plan, and shipping cost due to the fact that the sales representative lied about me being in covered service area.
We are sorry to hear about the customer's unpleasant experience. We do show that the customer's zip code is validating for coverage. However, we understand that the device is not working for the customer. We have provided a pre-paid shipping label for the customer to use. Once the device is sent back, we can provide a full refund including the original shipping charges. Please email ***@freedompop.com with "Revdex.com XXXXXX" in the subject line, and the tracking number to expedite your refund.
wHEN FREEDOM POP WAS OFFERED IT SAID A FREE SERVICE. tHEY ARE STILL CHARGING .01 CENT TO MY ACCOUNT. COULD NOT USE THE SERVICE THEY PROVIDED, HAVE NOT USED IT. STILL BEING CHARGED. wHAT A SCAM!
Support could not resolve my issue, was told "Escalations" would help but I have not been contacted. Issue over 60 days old.
Issue first reported on 9/27 less than 30 days before end of first month.
Issue worsened after first contact with support from calls dropping to voicemail to what I have now. Note that I only have WiFi at home no cell tower service
Inbound calls over WiFi drop to a fast busy signal and do not ring the phone.
Inbound calls over cell network drop to a fast busy signal and do not ring the phone 95% of the time.
outbound calling and texting seems to work fine over WiFi and Cell network.
Phone Number XXX-XXX-XXXX
This all worked for the first 25 days.
Now I am stuck with only partial service and I paid in advance.
I would like support to work with me until this issue is resolved. not pretend to escalate and then have no one contact me.
We are very sorry to hear about your unpleasant experience. I have requested one of our technical support representatives to reach out to you. In the meantime, we have refunded $33.73 for the annual Premier plan that you paid for.
Company charged me for services that were previously off and won't be reached by phone. They also don't listen or care via email contact.
On 10/8/17 they charged my card for $62, I hadn't noticed for a while because this is a back up phone that usually sits in a drawer for just in case. When I saw the charge on my credit card I contacted them via a ticket submission, and twitter as I could not find a phone number. The charge breakdown was for 4 data autofills that all happened within the course of 3 hours. Autofill is a feature that I had turned off last I checked. Based on the charges I switched my plan to a plan that includes phone support in attempt to call them. Their phone system wants to charge me more to talk to someone because the change has yet to update their automated phone system with phone support as an option on my account. Switching the plan should lower my $62 bill down to $24 but that is not working online as expected. The billing cycle is not yet over for this month so I expect that it should work, but is not working. After a few days I got a response from their email support. I had asked them for someone to call me and that I wanted to update the plan to handle the overages better. My only response from their team was a cookie cutter template that broke down the charges that I had on my account and then told me how I can stay updated with the usage on my account. Nothing that addressed what I had requested. Just telling me that the charge was valid and that is all.
I understand that I can not un-use data. The autofill feature was off and data over the amount that my account had provisioned should not have been used. Therefore I should not have to pay a single penny towards FreedomPop's mistake. That being said, I do support what they want to accomplish as a company and would settle for them adjusting the plan for the month in question to reduce the amount that I pad from $62 to $24. A refund for the overage amount for $38 should be issued back to the card on the account.
We're sorry to hear about the customer's unpleasant experience and appreciate the opportunity to present our side of the dispute.
There is insufficient information provided to properly identify the issue at hand or identify the account in question. We request they provide more information on their issue as well as account information such as:
Account Email
Account Phone Number
Account Name (first/last)
Don't make people pay out of pocket to ship back defective phones and take weeks to get a new one out!
I ordered a phone on 10/16. It came defective with a battery cover that is open on one side on 10/26. I emailed immediately to let them know. Today on 11/2 I was finally offered a return authorization where I have to pay out of pocket to return the defective phone I was sent and wait weeks again for a new one. That is horrible customer service.
I'd like a prepaid return shipping label and a speedy replacement or a partial refund so I can get the phone fixed locally. I cancelled my old phone weeks ago and will be travelling for Thanksgiving and need a phone.
The customer's new RMA was just mailed to emailed to her. This ID is XXXXX. Please use this RMA as your previous RMA was cancelled at your request. We are also preparing a pre-paid shipping label to be sent to you as a courtesy; however, please note that the terms that the customer agreed to state that the customer must pay all shipping costs.
I used the shipping label they sent to return the phone on 11/09 and am still waiting for a replacement. I'd like the case to stay open until I actually have a working phone. It's been nearly 7 weeks since I ordered the phone.
Please note that the shipment occurred on 12/6/17. This is the tracking number - XXXXXXXXXXXXXXXXXXXX. The device was delivered on 12/13/17.
(The consumer indicated he/she ACCEPTED the response from the business.)