FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Need to resolve replacement device issue and/or refund of October wifi payment $29.98.
10/09/17 Freedompop rep said my wifi device has malfunctioned and I should return it and would get replacement. I returned device next day 10/10/17 USPS Tracking # XXXXXXXXXXXXXXXXXXXXXX. 10/24/17 I tried to get Cust Svc for status XXX-XXX-XXXX and website. I cant get live rep. They charge for customer service per incident. October wifi payment sent autopay $29.98. I want refund of October payment.
I would like refund for amount I paid for my wifi device $19.99 OR the replacement and refund for the October 2017 wifi service which I have not had use of all month.
We show that the replacement device was delivered via FedEx on 10/28/17 The tracking number is XXXXXXXXXXXXXXXXXXXX.
We have also processed a refund for $29.98 back to the customer for October's billing period. We apologize for the unpleasant experience.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedom pop replacement device arrived and they refunded my October payment. However, because of the VERY POOR customer service I will be cancelling my account. No business should be charging to reach customer service when there is an issue.
I bought the $0.99 Sim Card. Never used SIM Card. I got charged for 5 months. They owe me $169. Can they keep charging my Credit card without consent?
I bought the $0.99 Sim Card. Never used SIM Card. I got charged for 5 months. They owe me $169. Can they keep charging my Credit card without consent?
I am in touch with them saying I am not using any services, the sim card is not even put in any phone. To be honest, I dont even have their sim card. But they keep charging me. I am in discussion with different party to go to court. Can someone help me here, how to proceed and how much $$ I will have to pay to lawyers?
I am looking forward to get my money for the servcies i never used. I saw similar thing happened to so many people. Sounds to me like they are tricking into buying sim card, giving the micro sd card free and then start charging.
Our records indicate the user ordered a LTE SIM on 4/27/17. The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited ($24.99 after the trial expires) and a 1-month free trial of our Premium Plus 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 user did not downgrade their service, the user was appropriately charged $32.98 on their next billing cycle.
We previously refunded the customer $32.98 for one month of service. As a courtesy, we have refunded 4 additional charges of $32.98 since the customer has downgraded their plan.
Vendor claimed services were free. Has been charging my bank card $32.98 for 5 months. I OK'd only one $16.98 charge.
This is a copy of what I sent to them:
I was going through my bank statements and was appalled to find that FreedomPop has been charging me $32.98 per month since I joined up back in May 2017.
The ONLY reason I joined was because I was told that the use of your services was free. I am on permanent disability and was getting free cell service with Assurance Wireless.
I was given a smartphone by a friend when he upgraded his phone and I contacted FreedomPop to see if this phone would be compatible with your service.
I was told that it was and the ONLY charge I was told there would be (and therefore the ONLY charge I authorized) was the cost of the SIMM card.
Shortly after I joined, I lost the phone. Since it cost me nothing, I never bothered to replace it. I doubt I made more than 2-3 calls with your service TOTAL!
With this e-mail I am demanding that you cease and desist charging me the $32.98 per month and also refund the 5 months I've been charged. It's ALL UNAUTHORIZED!
I will allow 48 hours for a reply to this demand and then I'm going to the Revdex.com and the FBI's on-line department citing internet fraud.
- ***.
A full refund of $164.90. I am on disability and only receive one check per month from the government.
Our records indicate the user ordered a LTE SIM on 4/27/17. The order included a promotion of our 1-month free trial of our 2GB LTE Unlimited ($24.99 after the trial expires) and a 1-month free trial of our Premium Plus 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 user did not downgrade their service, the user was appropriately charged $32.98 on their next billing cycle.
However, we show that all refunds were previously processed back to the consumer for a total of $164.90 refunded.
I signed up for a Monthly plan of $34.95 and in less then 28 days I was charged $480.47
I signed up and received my mobile hotspot on July 13 and added $15 to the mobile hotspot I have unlimited Internet on my cell phone and we have Internet in our bedroom so it was only for our living room and In order to watch movies on our smart TV. The $15 ran out before the movie had almost ended so I again added $15 and they had an option to put your debit/credit card information on file to do an automatic top up when your balance went below two dollars. I went on a few days later onto the Internet site to check everything and had seen that they had debited my checking account five times in one day in $15 increments and I was livid. So I removed my credit card/debit card information and I checked off the box to opt out of the automatic top up. About it a week or two later I received a second mobile hotspot which I did not order or pay for I open the package to see what it was and did not understand why I was sent another one. I will be honest I don't check my checking account regularly the only time I check it is when I get my monthly statements from the bank and when I got my monthly statement from the bank it showed that freedom pop had debited $480.47 out of my checking account within a 28 day p I got my monthly statement from the bank it showed that freedom pop had debited $480.47 out of my checking account within a 28 day period. From July 13 to July 26 which is 13 days my account was debited $290.56 and then from August 23 to August 25 which is today's my account was debited $94.96 and then September 5 which is just one day I was debited $79.96. I went to log onto the freedom pop site to cancel my service and when I entered in my login information a screen popped up that said I was no longer allowed to access the site because I had contacted an outside third party about billing which I had not because I was not aware of all the charges until I had my monthly statement which was when I called. I then called freedom pop I've asked to speak to a manager multiple times and been told that I cannot speak to one, or that there isn't one available and I was told that they are only allowed to reimburse me $49.95 which they did reimburse me. I am on Social Security for disability with my hands and on a very limited income and they took almost 3 force of my monthly check I do not believe that they were legally allowed to debit my account once I checked off that I no longer wanted the automated top up and also remove my credit/debit card information.
I would like a cash refund or check refund in at least the amount of $300 And that will leave me paying $130 for a monthly Internet plan that was supposed to be $34.95 a month minus the $49.95 they credited me
Our records indicate the customer did purchase two hotspots on 6/21/17. The second device was purchased post checkout. The second device was purchased post checkout. The customer received two email receipts confirming both purchases. The first device was shipped on 6/21/17 and the second device was shipped 6/23/17. The customer was shipped a Franklin Wireless hotspot and a Netgear Mingle Mobile hotspot.
The Franklin Wireless hotspot came with a trial of our Premium 2GB data plan ($19.99 after the trial ends) and 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. The customer went over their data allocation and was charged for the following data top-ups due to going over her data allotment. The customer used 9.35GB of data from 6/21/17-7/23/17 and 8.29GB of data from 7/23/17-8/23/17. Below is a list of successful charges for this account:
7/6/17 - One $15 automatic top-up
7/15/17 - Four $15 automatic top-ups
7/23/17 - The monthly renewal charge of $29.98
7/23/17 - Two $15 automatic top-ups
7/26/17 - Three $15 automatic top-ups
8/23/17 - The monthly renewal charge of $29.98
8/23/17 - One $15 automatic top-up
9/23/17 - The monthly renewal charge of $29.98
The Netgear Mingle hotspot came with a trial of our Premium 2GB data plan ($19.99 after the trial ends), a trial of our FreedomPop Premier Plan ($9.99 after the trial ends), and 8GB of bonus data. 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 went over their data allocation and was charged for the following data top-ups due to going over her data allotment. The customer used 19.49GB of data from 6/21/17-7/25/17. Below is a list of successful charges for this account:
7/13/17 - One $15 automatic top-up. The customer upgraded to a 5GB plan of data for $15.60 (the price and data provided are prorated until the next billing cycle).
7/14/17 - One $15 automatic top-up
7/16/17 - One $15 automatic top-up
7/18/17 - Two $15 automatic top-ups
7/25/17 - The monthly renewal charge $49.98 and a $15 automatic top-up
8/25/17 - The monthly renewal charge $49.98
9/25/17 - The monthly renewal charge $49.98 (refunded on 10/19/17)
The customer disabled automatic top-ups on the Netgear Mingle on 7/25/17, but the top-ups were not disabled on the Frankline Wireless hotspot. Automatic top-ups occur within 100 MB of their data allotment or if the data is utilized per month as specified in our terms located on our website https://www.freedompop.com/service_plan_terms.htm. Users can be enable/disable the automatic top-up at any time on the user's end - disabling causes the device to suspend upon reaching their data allotment and enabling allows the customer to incur an Auto Top-Up for additional data usage beyond their selected plan. To complete this, the user would need to log into their account to disable the top-up. You can find instructions on how to do disable the top-up and many other support topics here -https://support.freedompop.com/app/answers/detail/a_id/2676/kw/top-up.
Also, streaming video can cause users to consume large amounts of data in one sitting. Please review this article to see how far your data goes - https://support.freedompop.com/app/answers/detail/a_id/3456/kw/data%20usage.
We show that the accounts were cancelled per the customer's request on 10/18/17.
While all of the charges are valid, as a courtesy to the customer, we have refunded back one automatic top-up and one monthly payment on both the Netgear and Franklin Wireless accounts. Additionally, we refunded an additional month back to the Franklin Wireless account. The refunds will appear in the customer's financial institution that they signed up within 3-5 business days.
Cancelled my service because no card on file, but keeps charging my card on file.
I became a customer with Freedom Pop in July 2016.
I had a subscription service for a hotspot device, but then downgraded to their free service when I no longer needed the large amount of data.
I did not update my credit card information when my card expired because I was not using the service. When I tried to use the service in August of 2017, they would not allow me because I needed to update my credit card. When I updated my credit card, they automatically charged me $15 which I did not approve. And they still did not allow me access to use the service, even though my account was up to date.
I emailed the company to ask for a refund. Which they denied because they said that my credit card on file was not up to date. When I told them they were incorrect, they ended correspondence.
One month later, I received another charge on my card for 9.99. When I contacted them via email regarding this charge, they said they could not reverse it because my account was closed and I did not have a credit card on file and discontinued correspondence.
On 10.21.17, I logged on to the website to see why they keep charging me, the website informed me that my account was frozen due to a dispute. I called their customer service and was informed via recorded message that in order to speak with someone I would be charged 5.95. But I then heard an error telling me that my account was inactive and I would not be able to speak with anyone, but I was charged the 5.95...on a credit card they continue to say is not updated and they can not issue a refund for charges I never approved.
I want them to cancel my account, stop charging me for things I have not approved and refund my $30.90 for the three charges I did not approve).
Our records indicate the customer was notified on 8/22/17 that she had an overage on her account. The customer used 1.75GB of data when her allotment for that month was 500MB. This user was charged $15 for a top-up on 8/22/17 for utilizing their data allotment of 500MB per month as specified in our terms located on our website https://www.freedompop.com/service_plan_terms.htm. The charge failed and was resubmitted on 9/8/17 when the customer updated their billing information. That charge was refunded on 10/25/17.
Users can be enable/disable the automatic top-up at any time on the user's end - disabling causes the device to suspend upon reaching their data allotment and enabling allows the customer to incur an Auto Top-Up for additional data usage beyond their selected plan. To complete this, the user would need to log into their account to disable the top-up. You can find instructions on how to do disable the top-up and many other support topics here - https://support.freedompop.com/app/answers/detail/a_id/2676/kw/top-up. We show the user disabled their topups, but we charged $9.95 to the customer on 9/28/17 for the balance of used data on her account. This charge was also refunded on 10/25/17.
The customer also paid for support on 10/21/17, and that fee was also refunded on 10/27/17. Per the customer's request, we have cancelled the account and the user will not incur any further charges.
They have not release my number to be ported out and continued to charge my credit card for a cancelled acct. Their customer service is unreachable.
I tried to port out my phone number to my new carrier T-Mobile but FreedomPop will not release my number to be ported out and they continued to charge my credit card for a cancelled acct. Their customer service is unreachable.
Release my number to T-Mobile
We are not showing an account associated with that email address or the customer's name/address provided in this request. We request they provide more information on their issue as well as account information such as:
Charge Amount
Account Email
Account Phone Number
Account Name (first/last)
Device ESN
(The consumer indicated he/she DID NOT accept the response from the business.)
As usual, they are deceitful. That said, they have finally resolved this conflict with me although they have claimed no knowledge of this dispute.
We apologize that we weren't able to help you with the Revdex.com dispute, but we are happy to hear that your issue is solved.
I have been a customer with Freedompop since 2013. No problems until August of this year when I began to see .01 charges on my credit card from Freedompop. I have .01 charges for the dates of 8/16, 8/26, 9/26/ 9/27 and 10/6. Because Freedompop charges its customers to have access to call a real human to complain, I was forced to contest these charges through online only. I began emailing back and forth with a *** since Sept 29 and still have not had an explanation as to these charges. *** forwarded me the Term of Service and further explained that the .01 charge is a one time fee is to verify my credit card is valid. Ok, that doesn't make sense because I have been a customer since 2013 and was never charged this fee. Next *** tells me that the fees were "deemed valid per their Terms and Conditions." I then read their Terms and Conditions. They very clearly state that the .01 charges are for Freedompop's FREE plans. I was never on a free plan, I was on a $19.99 for 2 GB a month plan. When I pointed this out to *** she was never able to answer my question. I have email screen shots of the fees charge and still nothing from Freedompop. I have numerously asked to be explained as to WHY I was charged so many times and for a seemingly fraudulent fee, per their own Terms and Services. I kept getting the run around with no explaination other that they tell me to refer to the Terms and Conditions. (I have! It's not listed a valid fee!) I then went to my credit card for assistance so now Freedompop says that they can't help me because they had to cancel my account since I went to my credit card for help.
*roduct_Or_Service: HotSpot Service
Other (requires explanation) I want $20.04 TOTAL credited back to my credit card they have on file for me. .05 is for the fees they themselves can not explain WHY I was charged them. 19.99 is for the near MONTH I spend going back and forth I spent emailing Freedompop for an account correction and an explanation to the fraudulent fees.
On 10/16/17, we were notified the customer attempted chargeback with their bank. 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. As a result of this, the customer's account was cancelled on 10/16/17.
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 we do not have a record of the customer cancelling their account prior to 10/3/17, the customer was appropriately charged $.01 on 9/27/17 and 6/28/17. Even though these charges are valid, we refunded these charges back to the customer's account. Since the account is cancelled, the user will not incur any further charges.
We apologize for the customer's unpleasant experience.
(The consumer indicated he/she DID NOT accept the response from the business.)
On October 25th, I was charged 2 more "maintenance fees" at .01 a piece. Since Freedompop has terminated my service, they have no need to charge my credit card any more. I am still due a .02 refund for the above charges.
As for the "Free plan" they are referring to, the Hubburst, I had not used that account since 2014. Why did Freedompop only in June 2017 decide to start leveraging fees against me? Even then, Freedom pop canceled that account back in 2014 because they were no longer going to service the Hubburst with my internet plan.
As for the the dispute, I DID go to Freedompop first. I began my dispute on Sept 29th. Freedompop *** only gave me cut and paste responses to my complaint. I was forced to go to my credit card for assistance because Freedompop didn't even read my concerns when I was asking them.
I am still owed the previous .05 I complained about and NOW I am owed an additional .02 for charges Freedompop charged my credit card, even though they terminated our relationship.
That is very odd as we do not show any charges occurring on this customer's account, and we show her accounts as closed. Does the customer have a different email address that a separate account could be attached to?
FreedomPop's customer support is exceptional.
Hello ***, we're elated to know customer support has been exceptional for you. We hope you continue to enjoy the services FreedomPop has to offer. Thank you for your review and for choosing FreedomPop.
Cancelled ALL services a couple years ago
still getting a .01 charge monthly debit
Have had 2 phone lines and 1 wifi device, each requiring a different email address. The service though said to work in our area, did not work properly and the wifi device we purchased was no longer supported. We were told we would have to purchase a different device which we opted not to purchase. All services were cancelled online and when continued to be charged phone calls were made. We have since gotten a service that works which we have had for a couple years and yet every month I'm being charged .01. When I try to call all the numbers I can find when I get to the menu I get cut off because it says the account is dorment so I cant talk to anyone, If I try to use a ticket online I updated the password via there email instructions and yet if you try to access it will not log in you. I got one email thru but after sending them all possible email addy's I no longer got a response. I know its only 1 cent but it goes to speak about how a company is run and how they make you jump through unnecessary hoops and yet you get NO WHERE.
I just want them to follow though and stop this silly .01 charge.
We are sorry to hear about the customer's unpleasant experience; however, we are having difficulty locating the accounts in question. Can the user please provide the email address that they emailed support and a list of any other email addresses the customer has with FreedomPop.
I was bombarded by sales calls to purchase an annual plan. I was already on a month to month plan. The annual plan was not sufficient so I upgraded on 9/9/17 and was given a refund of prorated amount. The service was unacceptable so after a month, I cancelled the annual plan on 9/30/17. I am currently downgraded to a free plan until I receive my refund then I will close the account. Any data overages were paid for by charging my credit card, so nothing was received for free. I was never told of any cancellation policy by email or by phone. Nor was I directed to such policy in writing. The service was unacceptable so another company has been chosen for cell service. The plan was under my son's name and email but I paid for the plan with my credit card. I have also cancelled an annual premium service plan that was in effect since 8/12/17. Nothing should be due as the current plan is free.
Product_Or_Service: cell phone
Account_Number: (XXX)XXX-XXXX
Other (requires explanation) I want my annual plan fee of $132.37 refunded, my premium service fee of $35.52 refunded and the account credit of $10.25 refunded. I will accept prorated amounts as I am willing to pay for services rendered. Then I will completely close 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)
Device ESN
The accounts associated with the email provided do not have yearly plans associated to the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
The complaint gives the email and phone number for the account. Please review the original complaint.
Our records indicate that the customer purchased a 1GB Plan annual plan on 8/10/17. The customer also purchased the annual Phone Premier Plan for $35.32 on 8/12/17. The customer had an overage on the account on 9/2/17 and was charged for an automatic top-up. Users can be enable/disable the automatic top-up at any time on the user's end - disabling causes the device to suspend upon reaching their data allotment and enabling allows the customer to incur an Auto Top-Up for additional data usage beyond their selected plan. You can find instructions on how to do disable the top-up and many other support topics here - https://support.freedompop.com/app/answers/detail/a_id/2676/kw/top-up. The customer disabled the top-up on 9/3/17.
The customer then attempted to upgrade their plan to the Unlimited 2GB Annual plan on 9/9/17 which was successful, and the customer enabled their automatic top-up on 9/21/17. The customer was charged $15 for an automatic top-up on 9/23/17.
The customer was refunded $68.48 for a prorated amount of her original monthly plan, and the account was cancelled due to the charge back on 11/3/17. It appears the customer received a refund from her bank on $132.37 for the upgraded 2GB plan.
Even though the charges are valid, we have processed an additional refund for 2 $15 charges and the $35.32 for the Premier Plan.
We are sorry to hear about the customer's unpleasant experience and will use this feedback to ensure we are continually exceeding our customer's standards.
The customer's account is still active. The customer can login to cancel their account, or we can close the account for the customer if the customer emails ***@freedompop.com with "Revdex.com XXXXXX" in the subject line and request to close the account in the body.
(The consumer indicated he/she DID NOT accept the response from the business.)
First, I did contact the company directly several times. Secondly, whenever any company I do business with has a change in terms, I receive a notice to see the new terms. I have never received any notification regarding the existing terms nor did I agree to ANY terms upon placing my order. The order was placed by phone with a pushy sales person who never mentioned any cancellation policy. When this company first started, they had excellent customer service. Now it is a terrible company with terrible customer service that you have to pay for if you want prompt service. Customer service should realize that the more people they drive away, the less customer service agents will be needed.
I was charged for cell service never used. I paid for the sim card but I never received them. I was overcharged about $124, given partial refund.
I was charged for cell service never used. I paid for 2 sim cards but I never received them. I was overcharged about $124 (4 charges of $32.98), given partial refund for half of the money. The ORDER ID for one card is XXXXXXXX, there is another one that I cannot find. The customer service rep stated they would process a partial refund for half of the service for October and I only see a single refund of $32.98. They would not transfer me to a manager. I was charged $5.99 without option to speak to a live person for my billing dispute.
I am seeking a complete refund of $32.98 x 4= 131.98
Our records indicate the user ordered 2 LTE SIMs on 8/16/17. The orders included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan ($24.99 after the trial expires) and a 1-month free trial of our Phone Premier 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 SIMs do not require usage as the device are pre-activated. We sent 2 separate emails when the SIMs were shipped, and we were not aware the customer did not receive the shipments. Since the user did not downgrade their service or notify us that the SIMs were not received, the user was appropriately charged on their next billing cycle.
We have since cancelled the customer's accounts and provided refunds for all charges since sign-up. These accounts should not incur any further charges.
(The consumer indicated he/she ACCEPTED the response from the business.)
Services were added to my account without authorization & refund was denied.
I have an account with FreedomPop that was setup as a "free" account. I had purposefully setup the account in accordance to their setup instructions that provided a free service.
The other day, my wife indicated that we were being charged $4.99 per month and had been for roughly 6 months. This was news to me and I inquired to FreedomPop about the charges. They claim that I had added a "Global 300" plan that was $4.99 per month (after the initial free trial).
However, I never added this service as the phone in question never leaves the USA (the Global plan is more for international use). I received no email confirmation from FreedomPop about this service being added when it supposedly was.
I have requested that FreedomPop provide me the IP address that the order was from so that I can verify whether it is my IP or not. They claim to not have / not be able to provide that information. They are denying my refund request on a service that I never ordered and that they can provide no evidence that I authorized. I have attempted to resolve this with FreedomPop without resolve.
If I authorized it, they should be able to provide the request of the IP address as this is the only way to show that it originated from me. If they cannot provide this, then I request that the refund the $4.99 monthly fees for the length of time that they collected them without authorization.
If I authorized it, they should be able to provide the request of the IP address as this is the only way to show that it originated from me. If they cannot provide this, then I request that the refund the $4.99 monthly fees for the length of time that they collected them without authorization.
We're sorry to hear about the customer's unpleasant experience and appreciate the opportunity to present our side of the dispute. We do show that the customer entered into a trial of the Global Plus 300 Plan ($4.99 after the trial ends) on 2/26/17. Since the customer did not downgrade this plan, the customer was charged $4.99 on their monthly billing cycle. The Global Plan is to call phone numbers internationally. It is not intended to be used outside of the United States.
We also do not store IP addresses of individual transaction. We apologize for the inconvenience.
While these charges are valid, as a courtesy to the customer, we have refunded 7 charges of $4.99 back to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you.
The company keeps taking money from my checking acct. Every attempt I've tried ends up with them not finding my freedompop acct. They have taken multiple withdrawals in one month. I am getting nowhere. My credit union cant stop them. This is wrong. The service has not worked in months. They claim no acct can be found. I can't even talk to a human being.
Product_Or_Service: Cell phone/ inernet provider
Other (requires explanation) Stop taking money from my acct and refund money taken when no service was provided.
We're sorry to hear about the customer's unpleasant experience and appreciate the opportunity to present our side of the dispute.
Unfortunately, there is insufficient information provided to properly identify the issue at hand or identify the account in question. We request they provide more information on their issue as well as account information such as:
Charge Amount
Account Email
Account Phone Number
Account Name (first/last)
Device ESN
First 4 digits and last 4 digits of credit card being charged
Dear Sirs,On the 20th of august, 2017 I've bought a SIM card and service from FreedomPop at their website. The 2GB "trial" plan was supposed to be charged after a month of trial. Before the month was completed, I tried to downgrade several times even paying US$ 5.00 they asked in "credits" to downgrade for a free plan. They always advertise free plans in Facebook and other media.On October 4th I managed to pay for the US$ 5.00 to downgrade but the system showed an error again and then I received an email informing that my account was suspended since no funds were available to charge for the six month plan. I logged in and changed my credit card data again in order to try again to go to the free plan. Immediately they charged without my consent US$ 77.94 for the six-month 2GB plan. Then I complained using their website form and Facebook messages demanding a refund and they cancelled my account and informed that a refund wasn't possible. So, after several other messages I asked to reactivate my account and they said that the issue was escalated to the technical department. Few days after the account was up again but with only 500Mb of data available (not 2GB) and they charged me again, this time by US$ 98.88 dollars. I almost cannot say how many times I wrote to them and received ridiculous messages informing that a refund wasn't possible and other crazy responses of people that are not reading the previous messages.That's why probably their Facebook profile are FULL of complaints, infuriated users and former users demanding refunds and accusing them of misleading advertisiment and other shameful business practices. Please help me in this case. Thanks in Advance.Yours Sincerely,***
Product_Or_Service: FreedomPop
Account_Number: (XXX) XXX-XXXX
Other (requires explanation) Refund of all charges and chip in their free service, as advertised by them.
Our records indicate that there was a technical issue with the account when attempting to downgrade the customer to the free plan. Due to a miscommunication in the ticketing application, we were under the impression the customer wanted to reinstate the semi-annual plan.
We have downgraded the customer to the free plan, and the charges for $98.88 were refunded. The charges for $77.74 were previously refunded on 10/23/17. We sincerely apologize for the inconvenience.
(The consumer indicated he/she ACCEPTED the response from the business.)
they quote one price, tell you that you can cancel in 30 days and will not be billed, I cancelled in enough time. They billed me anyway. You can not contact a person unless you pay. You have to pay to speak to a live person. they dont respond to emails or their own messager ever. They have no real way for you to contact them unless you pay. I also ordered a wifi unit but cancelled the order, they have yet to refund my money.
Product_Or_Service: internet wifi, cell phone sims
Other (requires explanation) refund, and warn others about the shady practices
We do show that the customer attempted to cancel their service for the SIM on 10/3/17. However, due to a technical issue, the charge was still processed on 10/5/17. The charge was immediately refunded back to customer on on 10/5/17. For the Netgear Mingle, the customer filed a chargeback to their account, and the customer should have received a refund around 10/13/17. We sincerely apologize for this inconvenience as this is not the experience we want any customer to have.
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/. Utilizing the free support service typically has longer wait times for responses. We are sorry for the customer's unpleasant experience.
(The consumer indicated he/she DID NOT accept the response from the business.)
Because it is a lie, they never sent a refund for the Netgear or attempted to, I still have not received one
If the customer can provide proof that the account was cancelled, we will happily send a paper check to the customer. The customer should email ***@freedompop.com with a copy of the proof, and "Revdex.com XXXXXX" in the subject line. We will process the paper check back to the customer at the address of their choosing.
(The consumer indicated he/she DID NOT accept the response from the business.)
The money was not returned to that card ending in 0745, because that card had been canceled by the date they quoted
I ordered a hotspot, got one they charged me for 2, tried to call could not get a live person. called my credit card company to reverse the charge
I upgraded my plan, then they cut me off because I had money refunded that should not have been charged. they also do not tell you they will automatically take your money if you do not log on and click so it will not automatically refill when you used all your data. I even signed up for a larger plan and they will not turn my hotspot back on. I keep getting the run around when I try to activate it again. it's useless if they will not reactivate it.
I would like my account opened back up and my device activated at no additional charge.
Our records indicate the customer did purchase two hotspots on 9/25/17. The second device was purchased post checkout. This user was charged $15 for a top-up on 10/3/17 for coming within 100 MB of his data allotment of 500MB per month as specified in our terms located on our website https://www.freedompop.com/service_plan_terms.htm. The user also went over his data allotment by 569MB.
Users can be enable/disable the automatic top-up at any time on the user's end - disabling causes the device to suspend upon reaching their data allotment and enabling allows the customer to incur an Auto Top-Up for additional data usage beyond their selected plan. To complete this, the user would need to log into their account to disable the top-up. You can find instructions on how to do disable the top-up and many other support topics here - https://support.freedompop.com/app/answers/detail/a_id/2676/kw/top-up.
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/. Since the customer did not contact us to dispute the charge, the account was cancelled when we were notified of the chargeback. 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. As a result of this, the customer's account was cancelled on 10/13/17.
I a good experience with FreedomPop. I use their tech service and they were very responsive and helped me. I have two phones with FP service and they work great.
Thank you for your review, ***. We're happy to know FreedomPop has been a good experience for you. We hope this continues to be the case.
I placed two orders with this company on August 31, 2017. On September 1, 2017, I requested a cancellation of these two ordersin line with their cancellation policy, which claims any order can be cancelled before it has shipped. FreedomPop ignored my cancellation requests and shipped the orders anyway, on September 7 and September 10. I submitted numerous support tickets with regards to these orders, and finally received a response on September 11. I was told to refuse the packages and send them back to FreedomPop, and that I would receive a refund after this.I sent both of the packages back to FreedomPop. I was refunded for one order, but I have not been refunded for the secondAND they have charged me an additional $29.98 for services not rendered. I submitted a further ticket on October 10 and have received no contact back.
Product_Or_Service: WiFi Hotspots
Order_Number: XXXXXXXX and XXXXXXX
Other (requires explanation) I would like a full refund of both of my orders, and the additional $29.98 fee, as well as a refund for my shipping costs (I had to send one of the orders back with my own funds, because I was not given the opportunity to refuse it).
We are sorry to hear about the customer's unpleasant experience; however, we show all refunds as processed back to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded these after I filed the complaint. Thank you.
I have had my freedom nearly a month now and its is working very well as a hot spot. It is not fast but is very usable. When I first ordered messed up and some how ordered 2 by accident. I contacted customer service and they explained how to return one. The service was good.
Hello ***, we're glad to know you were able to return your second device which was accidentally ordered. Thank you for choosing FreedomPop as we hope you continue to enjoy our services.
Overcharges for 2 units with 0 help!!
I do not know model # I sent second devise back unopened as told to do Return to Sender!!
I ordered one unit in August for $19.99. I RECEIVEDD 2 WITH 2 CHARGES I DID NOT AUTHORISE! I have been begging for refund of over charge since Sept.1 2017. I sent back unopened box of 2nd unit RTS as was sent to message on Facebook messenger from Company. This month they charged me twice again to the tune of $60.00. THEY WANT $5.99 to speak to a live customer support person.I AM A WIDOW, my checking account is in red.NO ONE WILL HELP ME!!! Please get my money back!! XXX-XXX-XXXX
Our records indicate the customer ordered 2 Franklin Wireless hotspots on 8/30/17. The second hotspot was purchased post checkout through a promotion. 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. 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 trial expiring, the customer was appropriately charged $29.98 on both lines.
The customer can downgrade their plan and add-on services anytime by logging into their FreedomPop account. For information on how to downgrade add-on services, please view this link in our support forum https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade%20add-on.
For information on how to downgrade plans, please view this link in our support forum https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade%20add-on. The customer will still need to do this with their active accounts to avoid further charges.
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/.
If the customer can provide the tracking number for the 2nd device, then we can process a refund for the 2nd hotspot. Even though the charges are valid, we processed 2 refunds of $29.98 back to the customer.