FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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FreedomPop charged me $4.99 without authorization for a service I did not request and that they did not provide.
FreedomPop charged me $4.99 without authorization for a service I did not request and that they did not provide. This was in connection with phone number X XXX-XXX-XXXX.
Refund of the unauthorized $4.99 charge immediately
Our records indicate the customer upgraded the voice plan to 11/2/17. However, after contacting customer service, we provided a refund for $4.99 and downgraded the customer's service on 11/3/17.
The company activated a Sim card I never activated, including the premium service, and charged it to a credit card they had on file. I did not notice for a long time, as there was no confirmation sent for the charges, and I didn't review my credit card bill closely enough. The charges of $27.98 started on 11/24/16. Service was never used during this time as the Sim was never activated by me.
Product_Or_Service: Monthly phone service
Other (requires explanation) A refund of the full amount of $307.78 charged erroneously by Freedom Pop.
Our records indicate the customer purchased a Global SIM on 10/20/16. The orders included a promotion of our 1-month free trial of our 1 GB Unlimited Plan ($19.99 after the trial expires) and a 1-month free trial of our Premium Plus 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 their plan, the customer was appropriately charged $27.98 on his next billing cycle.
These devices come pre-activated, and it does not require activation on the customer's end to start the trial or billing cycles. Even though FreedomPop terms specifically state that the customer has 30 days to dispute any charges, we provided 6 refunds of $27.98 back to the customer. The customer's account remains active. If the customer would like to downgrade or cancel their account, they can do so by logging into their account at www.freedompop.com or they can respond to this ticket and we will close for the customer.
thought they were providing afordable internet and phone cell phone service but over the years it hardly worked and has stoped working totally and you now have to pay for tech support and trouble shooting tip they have in selfhelp promts dont work
Refund want money back spent on hotspot and phone
Our records indicate the customer purchased a Novatel Wireless hotspot on 9/30/16. The orders included a promotion of our 1-month free trial of our 1 GB Plan ($13.99 after the trial expires) and a 1-month free trial of our Data Rollover Plus service ($6.99 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 their plan, we attempted to charge $20.98 on the next billing cycle on 11/3/17 and caused the device to be suspended 11/5/17 so the customer will not be able to use this device until the billing information is updated.
FreedomPop has a 30 day return policy for their devices; however, we will extend this for the customer if they wish return their device for a refund. Please email ***@freedompop.com with "Revdex.com XXXXXX" in the subject line and a request for RMA in the body of the email. From that point, we will email you instructions on how to ship the device back and the refund will be credited back to your account when the device is received.
As for the phone the customer is requesting a refund on, the only phone we show on the account is from a purchase on 3/3/16. As this is far beyond the 30-day refund period, we will not be able to provide a refund on the phone. If there is a different device, please provide the MAC ID, order #, or phone number associated with the device.
(The consumer indicated he/she DID NOT accept the response from the business.)
you these products and they hardly function properly i.e. no internet service and no phone service when needed and no technecle support I bought the items having confidence that they would work when needed that was the basis on which u sold them the phone for your phone service your hot spot for you internet service never works and no support
We have processed a refund for $19.99 back to the customer as a courtesy.
(The consumer indicated he/she ACCEPTED the response from the business.)
Company billing me $.01 repeatedly. Attempted to contact to make sure all services cancelled but impossible to speak with a human being w/o paying
Noticed recurring charge on my credit card for $.01 from the company - usually once per month but this month 4 times. I have tried to call repeatedly in the past but usually gave up as you cannot proceed on their phone menu without an account number.
Today, I was able to look up an account number from my last account update email in 2014. I called and every phone option advises you to go online. There is no pathway that leads to speaking with a human without paying a $5 fee for "premium" live support.
I also attempted to log into the site but no longer have access to the email address associated with the original account (it was my undergraduate university based email which was deactivated after graduation).
I was forced to dispute the charges with my credit card company, Citibank, as they were also unable to reach a human.
Discontinue recurring charges. If any accounts open under *** (which should have been cancelled in 2014), please close all or have someone contact me to close all.
The $0.01 charges are for an Account Maintenance fees as disclosed in our Terms of Service located here - https://www.freedompop.com/service_plan_terms.htm. 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 customer did not cancel their account and met these qualifications, the account maintenance fee was assessed. As a courtesy, we have refunded 6 of these charges and closed the customer's account. This account will not incur any further charges.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company makes it extremely difficult to speak with anyone for assistance on matters like these. Customers should not have to pay to speak to customer service if they no longer have access to their account or wish to cancel.
Even a mailing address for written requests would be better then the currently available options.
First, I cannot receive calls even they have told me my Iphone is compatible.
2nd, account # and pin does not work for porting my number to Tmobile.
I went back and forth with their customer service reps multiple times, however my phone is still not able to receive calls. So Before I cancel my Freedom Pop service I have decided to port my number to Tmobile. However the account number and the pin I have pulled from Freedom Pop website did not work. Freedom Pop rejected Tmobile's port out request. I have no idea why. I even took a screenshot of the account info I have seen for documentation purposes. The next day, I have confirmed with Freedom Pop my account info, this time the pin was different. Again, I'm not sure why the pin has been changed overnight,
Another issue is that, you literally have to pay a premium of $5.99 just so you can get live customer support. Otherwise, you have to submit tickets which takes forever to resolve the issue. Well, I paid the 5.99 because I was so fed up with this porting process. But guess what? I still could not reach to a live rep.
Freedom Pop kept rejecting port out requests from Sprint. So far, for 3 days I have no access to my number. They literally do not let me port my number out even with the correct account no and pin.
This is not a good business practise. Stay away from this company.
1) I have the correct account number and pin, authorize Tmobile port out request so I can take my number to Tmobile.
2) Refund me for the full amount for premium customer service fee of $5.99
1) I have the correct account number and pin, authorize Tmobile port out request so I can take my number to Tmobile. 2) Refund me for the full amount for premium customer service fee of $5.99
We are sorry to hear about the customer's unpleasant experience. However, it appears this device was successfully ported out on 10/25/17, and it is no longer active in our system.
Also, the customer was charged $2.82 for the VIP service; however, our CSR refunded this charge back to the customer on 11/6/17.
The customer's account still remains active. As soon as the customer confirms their account is active with the other carrier, the customer can log into their account to cancel or email ***@freedompop.com with "Revdex.com XXXXXX" in the subject line and the request to cancel in the body.
(The consumer indicated he/she DID NOT accept the response from the business.)
To port the device out I had to make numerous call and took significant amount of time. the account number and pin that I got from the Freedom Pop should have worked initially , but it didn't
second item, I asked for refund, which they originally rejected. Then I had to mention I reported them to FCC and file a claim at this site. Then they returned to me authorize the refund.
Do yourself a favor find a decent provider like Tmobile.
Company has refused to offer full refund citing return shipping costs. However, company refused to pay for return shipping costs and informed me that I had to- so they are essentially retaining money unethically. They also advertise a 100% money back guarantee.
Product_Or_Service: Freedompop Internet Device
Other (requires explanation) Issuance of remaining refund.
We show the customer was provided a full refund (including the shipping charges) as of 10/31/17. Please let us know if there are any further issues with this account.
(The consumer indicated he/she DID NOT accept the response from the business.)
Shipping charges were not refunded. What you refunded was the price I paid for the equipment and refunded your ridiculous handling fee. I still paid for the return shipping.
Unfortunately, we do not have the ability to pay additional money to customers for shipping charges. As stated in the terms of service, all shipping charges are the customer's responsibilities.
After purchasing a Freedompop internet hotspot device not enough data was included. I decided to return the product but could not obtain a return shipping label. The company notified me that I was responsible for the return label. I then received an incomplete refund which I was informed was due to returning the equipment. They falsely advertise 100% money back and have found unethical ways to retain customer money by skimming $10+ off of every canceled account. My partner had more money taken out of their refund. Likewise, in order to speak to a live customer service agent you have to pay additionally. I have not been able to actually connect with a human being and am being forced to submit "ticket complaints" on their website where they have refused to refund all the money owed to me and my partner. Please help.
Product_Or_Service: Freedompop Internet Device
Other (requires explanation) I'd like ALL the charges for my account and my partner's account refunded to us. We already lost money "trying" their produce by having to pay for the return shipping.
Our terms of service state that "shipping and handling charges are not refundable" which is why the customer was not provided a refund for the shipping charges. These terms are agreed to prior to purchasing the device. However, as a courtesy, we have provided a refund back to the customer for $9.99.
(The consumer indicated he/she DID NOT accept the response from the business.)
This company fraudulently represents itself and seeks compensation for terminated accounts through excessive handling fees. I still advise looking into their return procedures. I had some very unpleasant interactions with a customer service agent *** over such a tiny charge. Absolutely ridiculous. Furthermore, it is IMPOSSIBLE to connect via phone with an agent without having to pay even more money. These policies reek of shady business practices.
We show that the customer has received the full refund. We apologize for any inconvenience the customer received during this process. We will review all feedback to ensure any issue are corrected going forward.
great for the price you pay. little costumer service, but if you want to pay more, you can have better costumer support. I pay for a year what I was paying in 2 months, it serves my needs well. they have so many services that you can also purchase that I have no need for, but lok as they could be useful for others, or maybe in the future.
Hello ***, we appreciate your review. We're glad to know FreedomPop is able to suit your needs as we hope you continue to save money.
Their free service is a great option if you have an old phone (or buy an inexpensive one from FreedomPop) and want to keep one for emergencies. I keep mine in the car in case I forget my new phone.
Hello *** we're happy to know FreedomPop is able to suit your needs. We thank you for your review.
It is great. Not missing anything.
Hello ***, we're elated to know you are pleased with FreedomPop. We hope you continue to enjoy the services we have to offer. Thank you for your review.
This was advertised as a free service but they added additional services I never authorized. There is no way to access your account and cancel.
I opted for this service as "free" and paid for a phone. Now today all kinds of charges showed up for services I did not order like ad blocking. Today I found there is no way to access your account information and change or cancel. I researched the company and it seems they are a total scam.
Refund all charges and cancel service.
Is there a different account in which the customer is referring to under a different email address? Our records indicate the only charge on the account was on 10/27/17 for a Samsung Galaxy S4. This came with a one month free trial of our Premier service. The charges were refunded on 10/29/17.
(The consumer indicated he/she ACCEPTED the response from the business.)
Money has been refunded.
This company has horrible customer service. I purchased a tablet from HSN which included free data for life in an amount that was not one of FreedomPop's standard plans. I called to ask for assistance in getting the additional data activated and the service representative did not understand my request and kept offering me their standard plans. I then asked to speak to a manager and no one was available, but I would receive a call within a day. I never received a call, so I filed a request online through their site to find out how to active the requested data. I was told it would take 4-5 business days for a response. A faster response was available if a premium plan was purchased. I waited 6 days and never received anything from this company. Buyer beware if you are using this company.
I want to leave, they won't let me.
How can they hold phone captive that you paid for !
Release the number (XXX XXX XXXX) !
The account associated with this phone number was cancelled 7/28/17 due to a billing issue. The phone number was turned back to the carrier. FreedomPop no longer owns this number, and cannot release the number as we do not own it.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response in question is false as they didnot release from carrier until about 10/29/17. I would have attached my credit card receipt where they were fraudulantly billing me through October but not accepted here. I had to put stop payment through credit card !
We believe the customer may be confusing the charges for this account with his other accounts. There have been no successful charges on this customer's account with this phone number since 6/22/17.
Fraudulently cancelling my account stating transaction did not go through on my debit card
On 10/21/2017, under ORDER NUMBER'S: XXXXXXXX and XXXXXXXX I purchased two (2) SIM Kits from Freedom Pop using my Direct Express Social Security/Disability debit card which went through per the transaction history on the card, i.e. 99cents for first SIM KIT and 1Cent for second SIM KIT. After this went through on my debit card I got two (2) Phone numbers: XXX-XXX-XXXX and XXX-XXX-XXXX.
On 10/24/2017 I received an email stating that I cancelled the account which I NEVER DID.
Today, 10/26/2017 I tried every mode possible to get this straightened out and upon logging into the MY FREEDOM POP APP it stated that my account was suspended due to the transaction not going through.
I have tried to get through to someone at Freedom Pop to no avail to get this matter corrected as my card was charged and I was waiting for the simms to get here so I could use my 30 day trial offer by installing the SIMS into my cell phones.
NO HUMAN BEING WILL ANSWER and I keep getting hung up on.
I hope that Freedom Pop does not make anymore charges on my card as they wrongfully and fraudulently cancelled.
I want my account reinstated as paid for and my SIM KITS sent and the phone numbers i picked out activated so i can use their service even though from all the negative complaints to the Revdex.com re this company i have read i am a bit scared they may scam me, however, because i am filing this complaint i would assume that they won't want to try and scam me in any way further. My fiance has 25 years in law also so i know he can get that business shut down legally if they dare try to further scam me.
Our records indicate the customer cancelled the account with order number XXXXXXXX on 10/24/16. Additionally, she spoke with an agent on 10/27/17 and requested that order XXXXXXXX be cancelled as well. The customer has incurred the original sign-up charges of $0.99 and $0.01 cent for the SIMS, but no other charges have occurred on the customer's account. Can the customer confirm that they want their accounts reactivated because we are confused as to why she requested the accounts to be cancelled if she wants them active.
We show the customer's SIMs were shipped, but we have refunded $1.00 back to the customer.
I subscribed to service in January..found.quickly that the internet hot spot service did nonworking at our location and decided to cancel. I sent email after email because to speak to customer service you have to pay an additional fee...to cancel service and cease and desist...to no avail.I thought the issue was resolved in July. Receiving confirmation the accounts had been cancel...in reviewing my bank statement...I see that I have again been billed..and I need help. I need the corporation to honor my request. I do not have their service, I do not use their devices and I do not need the additional financial stress..please inform the public of their poor practices and unwillingness to follow patron requests.
Product_Or_Service: Hotspot wireless internet
Other (requires explanation) I would like any unpaid refunds to be issued back to my account and I want no further future billing with freedom pop.
We apologize for the customer's unpleasant experience. We show the request for the customer's service to be cancelled in July. However, the customer support representative only closed down one of the accounts on error. We have refunded a total of 4 charges back to the customer for $19.99. We apologize for the inconvenience, and we have ensure both accounts are closed and will not incur further charges.
I ordered a .99 Sim card ,however I never received it. About 2 mo. Later I find a charge on my debit card on 10/3/17 for 59.97 which I did not authorize. And why would I ? I had nothing to activate. I would like the unauthorized charges returned.
Product_Or_Service: Sim card
Order_Number: N/a
Account_Number: N/a
Other (requires explanation) Would like the money refunded since it was unauthorized and I never received it anyway .also what I ordered was only .99 that is all I agreed on .but they took both the .99 and charged me 59.97 even though I had no services connected to them or even activated for that matter. They also need to make it easier to contact a live person so people with extenuating circumstances can communicate . I tried everything just to get sent to the same end result and when I finally did receive a response it was with a time frame of 4 to 5 days a request of my card info again and then when I sent in the info email . It kept saying the email was invalid so I checked for typos there were none. Finally I got it to have at ***@freedompop.com but I immediately was sent back a notification stating I would not receive a response because that email was not monitored ! That's amazing considering it is supposed to customer support!!!
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)
First 4 digits and last 4 digits of credit card being charged
(The consumer indicated he/she DID NOT accept the response from the business.)
They had enough info to take my money off muly card and my email but Even though I had ordered the .99 sim and never received it .two more. Later they still had my card info to take my money off it. Not only that I did fill out all the required info address so they could obviously send the sim . When I finally got back into the account the only thing they had was my email and my card info .and they had to be aware I hadn't even activated it yyet .so why take money for an account I hadn't even been able to activate yet.? They should have emailed me before hand to see why I hadn't activated the sim card first. Not to mention I had never ordered actual phone service from them I wanted to see if the something was even compatible to my device I already had before anything else due to signal issues here at home. They also say there web site has everything a person needs .to rectify anything they will only talk to current or prospective signers
Anyone else they said they were transferring me to a live person it wasn't and because I didn't have an account number I couldn't even log into feedback ? And the first two responses did not even mention my issue at hand but another sales pitch.people need to talk to a human being .fland if they care about keeping there customers they need to provide an ability to get a hold of someone relevant to there problem it was as if they said got your card now! Who cares what you need after that !
The money however was returned thank you .it shouldn't have been that hard.
Make sure to read all of the terms before going into business with this company. They will up-sell you hard and you may not really know what you are getting into and have lots of surprise expenses. Trying to reduce services or cancelling your account can be a pain. A big problem that I hadn't read in the terms was that they make several monthly withdrawals from your bank account for 1 cent to make sure your account is still active. I cancelled my account over a month ago and these charges are still occurring. Please also note that unless you pay $6 a month for premium support, your going to wait up to 5 business days for a response to any issues. Overall there may be a customer base for this company, but I don't know who it could be. I'd avoid this company. Hopefully I don't need to get a new bank account or card to prevent future charges.
Very deceptive sales tactics. I needed to replace a freedompop hotspot that was wearing out. Very hard to get through to sales on the automated switchboard. Sales dept very aggressive in pushing certain hotspots, not the one I wanted to buy. Despite an online discounted offer ($19.99) on the freedompop web site, sales tried to charge me 50% more ($35), saying either the hotspots were sold out, or that the 19.99 was an activation fee, not the cost of the hotspot itself. Finally had to purchase hotspot online, and discovered that I was charged an extra $4.99 for a protection plan which I had declined when placing the order. Now I have to call back in 36 business hours to ensure that a refund has gone through for the overcharge.
Charged $120 in top-ups for unused device, website confusing & wouldn't let me manage settings, Customer service wouldn't address multiple issues.
After months of my malfunctioning Netgear Mingle (contacted FP 01/23/2017) sitting in my drawer with the battery removed, I received an alarming 8 top up charges of $15 each ($120 total) over a short period of time (8/28, 8/27, 8/26, 8/22, 8/19, 8/17, 8/12, 8/11). After inquiring with FP the cause of the charges, on 9/06/2017 I Kindly and Leniently requested "Will you work with me to eliminate or reduce these charges, and block further charges/usage on the device?" and requested FP to blacklist the device & treat it as stolen. After going back & forth several times with FP's staff *** as she ignored 90% of everything I asked about, FP refunded ONE of the EIGHT charges, and didn't bother even giving instructions or advice on the blacklist request, or on investigating the real cause of the charges. The ticket was promptly closed on me during the weekend (she last replied Friday). After starting a new ticket & waiting 15 days for a reply, *** finally answered right-before-the-weekend, also ignored everything I asked about blacklisting, she wanted to confirm if "Please Blacklist its MEID, and deactivate it from my account" meant to cancel the entire account or not (the account has another device that's just fine). and... the ticket closed during the weekend again. I am not willing to wait ANOTHER 2 weeks to ask the exact same question AGAIN and get yet no answer, again.
1. Refund the remaining $105 of the mentioned top-up charges. 2. Blacklist my DEVICE Netgear Mingle and remove it from my account, and confirm with me the MEID/IMEI if i need to blacklist it myself. If yes, please direct me who to contact to request the blacklist. 3. Please leave the ACCOUNT active, along with my other device, the LTE SIM. The LTE SIM is the only device I have from FreedomPop that is actually working properly. 4. Please update customer service ticket policy. If you want to take 2 weeks to address a ticket, don't close the ticket over the weekend with no time for me to reply. 5. Please update customer service policy to actually address multiple requests, even if the answer is 'we don't do that.' I even put numbers to them for clarification, just like this message. 6. Please update the 'MY DEVICES' page of your desktop website indicating how to actually see the user's 'Other Devices.' something as simple as a note saying 'go click that little round icon in the corner of the screen' will suffice. (i know FreedomPop has made leaps & bounds updating their whole site a lot, and it's looking much better & is now semi-functional, but this is still missing). As mentioned in Ticket XXXXXX-XXXXXX "IF Freedompop needs further proof the device is not active, i am more than happy to mail them its shattered remains in a baggy."
Our records indicate that usage was attributed to the device appropriately. However, we will continue to investigate the customer's claims. We have cancelled the account for the Netgear Mingle, and we have refunded 7 additional charges of $15 back to the customer.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. The support website will provide much of the information the customer is looking for in response on how to downgrade plans or change the view in their account. Utilizing the free support service ticket typically has longer wait times for responses. We are sorry for the customer's unpleasant experience.
(The consumer indicated he/she ACCEPTED the response from the business.)
6 of the 7 remaining were refunded. close enough. still no word on the blacklist request, guess I'll have to settle with just device deactivation. I will take in good faith, that the rep will pass along the customer service complaints to that department for consideration & their website developer(s) will continue to make things less counter-intuitive. I had already used the suggested support website, and the ability to even see more than one device on the account is a new exciting addition.
Freedompop cancelled our service over 4 months ago and billed us double for the month they cancelled service then denied us access to them by phone. We have in turn cancelled the account continually for the three months following their cancellation via our computer and they still continue charging monthly fees of $80 plus to my credit card. They have been repeatedly asked to provide us with an address to which we may ship their device with no reply from them. To date they have charged us over 240 dollars for services not rendered since June first not counting May. All of this grew from their promise to provide 10 gigs of service per month to which our computer registered less than 6 gigs per month and they billed us double at an extra cost to us of over 900 dollars over billed in addition to the billing for services they have not provided in more than 5 months. They claimed that we were doubling our allotment of gigs so we filed a complaint with the FCC at which time they promptly stopped service in May. In June we went on line to see if our service would resume only to find that they not only charged my card double for service but cancelled service June first. Their billing practices and obvious deceit in calculating usage is indicative of businesses today and must not go unpunished.
Product_Or_Service: Freedompop Wireless Internet
Other (requires explanation) A refund of all unearned money charged to my credit card and a total cessation to billing me and or my credit card for services not rendered by freedompop and a written acknowledgement that all services have been cancelled and will no longer be billed as of May 2017 to include an address to which their device may be sent and an acknowledgement that if they refuse to accept the device by signature they forfeit the devise to the refuse when it returns to our address.
The previous complaint to the FCC in July had to do with the customer's account being suspended for usage. Please see the previous response: "We're sorry to hear about the customer's unpleasant experience and appreciate the opportunity to present our side of the dispute. Our records indicate the customer's account was suspended on 7/14/17 due to reaching our max top-up limit of 7 ($15/ea) Top-Ups - this limit is a security feature to prevent fraud and abuse.
On 7/21/17, their scheduled renewal took place for their selected subscriptions. The charge was attempted but failed which resulted in the account's continued state of suspension. It appears the charge was failed either due to insufficient funds or a block on the bank's behalf.
To resolve the issue, the customer will need to update their billing information to allow their renewal of $80.98 to process. Once this has been updated, we should be notified at the email provided in our information above, so that we can double-check that the account is in good standing. The customer should include "FCC Case XXXXXXX" in their subject line when they contact us with an update, if contacting us directly. "
Once the account was updated, we did not hear from the consumer and the consumer was charged $80.98 twice. One charge was incorrect, and we previously refunded the customer 2 charges of $80.98 and 3 charges of $15. However, all of the charges occurred prior to the customer cancelling their service on 9/24/17. The account is now closed, and no further charges will be incurred to this account.