FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Make it nearly impossible for someone to cancel on-line or on the phone. They continued to charge my cc four times per month for services not used
I never signed up for more than one service I received three accounts because I didn't understand how to do it on line. I'm being charged $33 per month x 3 or up to $100 on my credit card per month. I called several times to there phone number for help in canceling after the first month only to hear a recording that says I can't talk to anyone for help. I tried several times to cancel online and they make it almost impossible to understand. I called my credit card company asking for help and told them that they continue to charge my card for services not used in the range of now $400. When the credit card manager tried unsuccessfully to call and get someone they too failed as well she turned me over to her supervisor who also agreed that it was impossible and recorded the statement in their records. I asked the credit card company to block my credit card # and to get me my money back. I have called Visa and have filled three complaints about this company and how they work. I finally was successful on my last call into Visa who got a hold of a off-shore operator who told her they would not refund anything. This company is committing fraud. I'm a Sr. Citizen and have never had this kind of problem before. This company takes your money but makes it very, very hard in getting the account canceled or any service to help. I also received a email from Freedompop customer service after the call with visa which stated this: We have not heard from you concerning your request for support in the 48 hours since we sent a response. Consequently, we have changed the status of your question to Solved.
Subject
Refund request
Question Reference # XXXXXX-XXXXXX
Date Created: 10/11/XXXX XX:XX AM
Date Last Updated: 10/14/XXXX XX:XX AM
Status: Solved
Response By Email (***.) (10/11/XXXX XX:XX AM)
Greetings
We are really sorry for the inconvenience caused to you . We hope the level best for the charges to be refunded . But unfortunately we couldn't help with the charges.
This company never sent a previous email., It's another lie and I want to file a claim against them as a fraudulent company taking advantage of older people not helping in anyway but just causing unneeded stress and money
A full refund of $400.00 for services not ordered that they kept charging me 3x's over, and over
Our records indicate the user ordered 3 LTE SIMs on 6/12/17. The orders included a 1-month free trial of our 2GB LTE Unlimited Plan ($24.99 after the first month) and Premium Plus add-on service ($7.99 after the first month). These trials become paid subscriptions if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions. Since the user did not downgrade or cancel these plans, the user was appropriately charged $32.98 for each account on their next billing cycle.
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/.
Users are able to cancel their service via the IVR, by logging into their account at www.feedompop.com, or by logging a ticket. Additionally, we do show an email conversation between our agent and the customer.
Even though the charges are valid, we have processed refunds for all of the customer's accounts.
Awesome Services!
I have few problems with FreedomPop. On a couple occasions my complaints were looked into promptly and settled to my satisfaction.
Charged me for Prepaid Service That I did not agree to nor want. Refusing to give my money back or assist in any way.
I clicked a Facebook link advertising a .99 cent Sim card and FREE cell service. Upon clicking the link I was taken to the order screen and unchecked all the add-ons and placed my order for the FREE service and .99 cent SIM card. All is well on Sim card did arrive about a week later. I never used the product and was charged $98.88 on 10/2 completely confused I logged into my account and saw I had alot of services which I didnt want and never even activated the SIM card. So I immediately canceled and tried to find out who to contact to issue refund and there really isnt a source. I started going to the Forum and saw another user with similar issue and he said he received refund about 5 days later so I waited til 10/13 and never received a refund so created an account to access the forum where I reached out for a refund.I was told that I agreed to the terms on Checkout and since it was over 30 days they would not honor a refund. There Scam is from date of shipping not date I received they need to state that. I have then reached out on the forums to the same people and they are being unresponsive since the initial message. I never agreed to the terms and simply want my money back for False advertisement and signing me up for services I did not agree to. My service has been canceled as of 10/2 never used at all and the crazy part is even if I wanted to use the Service I prepaid for I cant its been closed so No Service and No money.
Im asking for my $98.88 refunded that was not authorized.
Our records indicate the user ordered 3 LTE SIMs on 6/12/17. The orders included a 1-month free trial of our 2GB LTE Unlimited Plan ($24.99 after the first month) and Premium Plus add-on service ($7.99 after the first month). These trials become paid subscriptions if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions. Since the user did not downgrade or cancel these plans, the user was appropriately charged $32.98 for each account on their next billing cycle.
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/.
Users are able to cancel their service via the IVR, by logging into their account at www.feedompop.com, or by logging a ticket. Additionally, we do show an email conversation between our agent and the customer.
Even though the charges are valid, we have processed refunds for all of the customer's accounts.
(The consumer indicated he/she ACCEPTED the response from the business.)
Well all the above is completely not my account or about what/dates I Referenced so I hope there isnt another account with my info. An Agent did get my refund processed. That was all I needed and this is a prime example ofnthe fraud ofnyour business I submit a claim tonthe Revdex.com and your response wasnt about my account but Thank you.
I think that FreedomPop is a four-star company. If you can speak to a person who has the knowledge and experience, you get your problems solved and are good to go. Text messaging is something they can improve on.
Bought 99 cent sim card for free service. Service did not work. Billed 98.88 after a few weeks.
Ordered a 99 cent sim card from this company on August 25. Service was advertised as free. Phone had no service and did not work where I live even though they had said it would. Now realize that they charged the 99 cents just to get my paypal information. On Sept 29 they charged 98.88 through paypal. I have disputed the charge both with paypal and my credit card company with no results yet. There is no way to contact this company by phone. They do not respond to a complaint filed on their website.
I would like a refund of 98.88 charged for a service that does not work.
Our records indicate the user ordered a LTE SIMs on 8/25/17. The order included a 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 customer did not downgrade their plan or add-on service, the customer was appropriately charged $98.88 on their next billing cycle. However, we have already provided a refund to the customer for $98.88 since he stated that he had bad coverage.
(The consumer indicated he/she DID NOT accept the response from the business.)
They promised a refund 10 days ago but have not
actually done it. Repeated emails to them have gone unanswered.
We recently found out that PayPal is rejecting these type of refunds. Please email ***@freedompop.com with "Revdex.com XXXXXX" in the subject line, and the address where we should mail a paper check. We will process a paper check to the customer for the refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
I would accept their resolution if they actually refunded the money like they promised. They keep making excuses about why they can't get the refund to go through.
charged my credit card for unauthorized services, does not resolve billing issues
cancelled my accounts without warning
refuse to provide any explaina
Freedompop charged my credit card with unauthorized charges to my account without proper explanation. I contacted my credit card to let them know I did not authorize the charges and that the charges are being disputed with the Freedompop. Freedompop close all my accounts without warning despite open ticket regarding charges. They do not let me speak to anyone and does not answer to my updated tickets. Feel defrauded. Company is shady at best.
Please have someone review my account and the open tickets and reinstate my account. Resolve the billing disputes with me professionally, being honest and genuine. Do not defraud me as a consumer holding my credit card information hostage.
Our records indicate the user ordered 2 LTE SIMs on 9/5/17. The orders included a 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 customer did not remove their add-on service, the customer was appropriately charged $20.94 on their next billing cycle for both SIMs.
Due to the chargeback initiated by the customer, refunds will now be addressed by their bank. The FreedomPop account has been canceled and will not receive service or incur additional charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
The sim cards were ordered on 9/5/2017 and both numbers were immediately downgraded to the free plan within hours on the same day. I also checked and verified that all settings for auto top off were de-selected and as well as any additional services. Hence, from day one, all the plans, services, and top-off (replenishing data) would not apply for these two phone lines. Also, one of the phone lines' sim card were not even inserted into a phone.
In fact, one of the phone lines would not allow me to de-select auto top off. Consumers beware and do your research on other reviews on Freedompop's services and business practices. My feedback entered into the Freedompop community was never posted by Freedompop. However, there are many other independent sites where consumers complained and left no option but to seek a chargeback from their credit card carriers due to the lack of freedompop support. For example, see https://www.youtube.com/watch?v=7UAZHUOjMhQ.
In fact, I never even used chargeback until this incident with Freedompop after having my credit card for 21 years.
After many hours of attempt in all possible ways including twitter, facebook messaging, freedompop ticket services, various freedompop telephone attempts, and calls to inteliquent (third party who appears to handle the phone numbers) and much frustration, I finally got a reply to tickets, twitter response and facebook messenger indicating that my account was reactivated in order for me to port my numbers back to a reputable carrier.
Card was charged even after multiple requests. Same type of replies, even the problem is explained in detail. please help.
I got a simcard which involves 30 day free trial period. Since the service didn't go through well during the trial period I downgraded the account to basic which comes free of charge. They told that I have to remove any add on services. I tried to remove myself on the webpage and after multiple times, I couldn't do that because the function was not enabled and the tutorial was not perfect. I wrote them an email to cancel this and requested not to charge anything on my card. But they charged 20 USD which reoccurs every six months. Now I cancelled my account and need my charge back and prevent any additional charges.
Help me to get my money back.
We do show that the customer emailed us to downgrade their service. We emailed the customer asking for confirmation after we responded, and we do not show a response to two emails to confirm this. Downgrading a plan and removing an add-on service are two different processes. Please see this link for removing add-on services which is found on our support website - https://support.freedompop.com/app/answers/detail/a_id/3315/kw/remove%20add-on%20service.
While we do not show a confirmation email, we are committed to high levels of customer satisfaction. As a courtesy, we have refunded the $20.94 for the add-on service.
I have made a complaint again Freedom pop, for charging my credit card even after my multiple request.
The case has assigned a number of ***.
Yesterday, I got an email saying that they have processed my refund and today, I see the reflection on my credit card.
In this regard, I would like to request you to consider my case resolved and request to close the case.
Thanks for your help and being with me for the difficult times.
What a Scam! Freedom Pop is not free and in fact will charge you any chance that they get.
This company advertises a 100% free Mobile phone and Internet Service. What a joke! I received two pre-activated sim cards with different numbers that I had to pay for (none of which were available in my local area by the way). Supposedly there was a 30 day trial period after during which you could downgrade the account. After reading about the different difficulties other people had with the card I made sure to go into the account online to adjust my preferences so that they would not charge me after the 30 day trial period. Keep in mind that these sim cards were never removed from the envelopes that they were mailed in. The online account controls are very difficult to navigate, however I disabled the automatic top off which tries to automatically charge your account at the end of the month and the voicemail feature, which is not free either. Then I was prompted to reconfigure my phone for their sim card. At this point I became suspicious of their intentions stopped the install. Shortly after Freedom Pop attempted to charge both of my accounts for 6 months worth of prepaid membership at about $10.00 month (total of approximately $120.00). When I tried to contact customer service I was hung up on 3 times before I could even finish my sentence. I opened an online complaint within their website and was told multiple times by their agent that the only way to continue to use their free service was to pay the 6 months worth of prepaid membership so that my accounts could be reinstated. Also when I was trying to adjust my account myself I noticed where it said that if you choose to downgrade your account you must pay $5.00 to protect against fraud. The only fraud here is Freedom Pop advertising a free phone service. There is absolutely nothing free about it.
Refund my 1 dollar charged for the 2 sim cards, provide written verification that they will not attempt to charge me for these accounts now or in the future and stop advertising this service as 100% free.
Our records indicate the user ordered 2 LTE SIMs on 8/26/17. The orders included a 1-month free trial of our Premium 2GB LTE Unlimited Plan Semi-Annual 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. The SIMs are shipped pre-activated and the trial starts upon shipment. This is in our terms which are agreed to prior to sign-up and submitting the order.
Keeping an account balance to downgrade is required as disclosed on the checkout page and in our terms. Since the user did not downgrade, it was appropriate that we attempted to charge on his next billing cycle. However, the charges failed, and the customer was not charged for the semi-annual plans.
While the customer states that they removed the automatic top-up, this is not same thing as downgrading your plan. 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 state that an account balance is required prior to disabling this automatic top up.
We apologize for any difficulties incurred while trying to contact customer service. However, the customer attempted to speak with an inbound sales representative. The sales representatives are trained for incoming sales requests only. The sales representative transferred the customer back to the IVR to speak with customer service. 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/.
We show the customer cancelled both of these accounts. The user should not incur any further charges on the account unless the user makes changes to the account.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a clear case of False Advertising. Freedom Pop advertises in LARGE PRINT with no other references a 100% free product on their website and on their products which is definitely false. This is proved by their response in which they state that a balance is required to downgrade a plan from the 30 day free trial(which is not actually 30 days) to the 100% free account. A customer who buys a phone or sim card from them is going to believe that they are going to get a free product even if opposing facts are is hidden in the fine print of their contract (such as a balance being required for each account to get the free service).
Also just for the record, I did disable the automatic top off for both the accounts without putting a balance on my account, so that was a false statement made in their response. The bottom line is that there is absolutely no way to get this product for free and Freedom Pop is robbing customers under the guise of a free product. They need to reimburse the money that I paid them and cease advertising these products as free if they want to have any integrity as a company.
FreedomPop does provide Free internet service as advertised. The monthly plan is free, and a customer can signup on www.freedompop.com for a free plan with no monthly charges or downgrade fees. The account credit/balance is only utilized if the customer goes over their data allotment. While we show the customer did disable their topup, they did not downgrade their plan. Nevertheless, the customer cancelled their accounts on 10/11/17.
My account was closed and they charged me for something they weren't supposed to.
My account was closed and they charged me for something they weren't supposed to. I now cannot contact them because my account is closed so I have no way of disputing the charge.
After they charged me the $98, I went on the freedom pop website and closed my account, so that could be the reason that they are unable to see my account but either way I need this refunded. Thanks
I'd like them to refund the $98
Our records indicate the user ordered 2 LTE SIMs on 8/29/17. The first 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). The second order included a promotion of our 1-month free trial of our Premium 2GB LTE Unlimited Plan Semi-Annual 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. The customer successfully downgraded the $89.94 plan; however, they didn't downgrade the SIM with the 2GB LTE Unlimited Plan Semi-Annual Plan and a 1-month free trial of our Phone Premier add-on service. The customer was appropriately charged $98.88 on their next billing cycle.
We do not stop support for customers that have closed their accounts. 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/.
Even though the charges are valid, as a courtesy to the customer, we provided a refund back to the customer for $98.88
Somewhere in August or September in 2015, I ordered internet service on a 'Buy as Needed? data service for a maximum of 3 months. There after I stopped the purchase of data from FreedomPop and cancelled my services. I have discontinued my services with FreedomPop over 2 years and some months ago but their accounting system has been billing my debit card for over 2 years plus.
I purchased only internet data from this company and that is all I had. I recently decided to review my back accounts and noticed that for the past 21 months they have been charging my payment card unauthorized. I did not consent to automatic deductions nor did I provide the company my payment card to be stored in their system.
The company has used false and fraudulent marketing strategy to ciphony money from my accounts. I had only internet data request but somehow, they have been charging for phone service that was not provided to me or I requested for. I have never had a Phone service with tis company but I have been charge for it.
The payment method I used when I had purchased service was using my payment card. At no point did I agree to set up automatic deductions. I never offered the payment information to be stored on their server. This is fraud and a violation of my right as a consumer.
Each month for the 21 months, Freedompop has debited my accounts with 2 deductions for 27.98 and 32.98. When I inquired why I was informed that I have been offered a 'Free trial for a phone service? which I never engaged in because I did not request for a phone service. Never have.
I would like a FULL refund for the unauthorized deductions that Freedompop had done over the 21 months.
Meanwhile, I would like an explanation on the billings. Every month you debit my accounts with two different amounts of $27.98 & $32.98. WHY'
I had used only one device for the 3 months that I used your service. WHY the two different transaction billings? I NEVER HAD OR ORDERED OR ASKED FOR A PHONE SERVICE WITH THIS COMPANY BUT THEY HAVE BILLED
Product_Or_Service: INTERNET SERVICE
Refund PLEASE REFUND THE 21 MONTHS OF CHARGES DEBITED TO MY ACCOUNTS.
We understand the customer's concern and would like to break down the account's history to address any discrepancy. â?¨Our records indicate the customer ordered the following on 10/9/15: â?¨- Netgear Mingle Mobile Hotspot LTE ($59.9
- Free Trial of Premium 2GB ($19.99)
- Free Trial of FreedomPop Data Rollover ($3.99)
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. This subscription was not a 3-month contract, it was a monthly subscription and clearly indicated during the order process. On 11/6, the customer manually upgraded from the Premium 2GB plan onto our Premium 3GB plan ($28.99) and was charged for their subscriptions accordingly. No cancellation or downgrade was processed on this account until 10/5/17 when the customer filed a chargeback dispute with their bank.
Additionally, the customer accepted an offer for:- Free Kyocera Hydro Icon (phone) with a $30 activation fee
- Free Unlimited Talk/Text ($0.00)
- Free Trial of Premium 1GB ($19.99)
- Free Trial of Premium Plus ($5.99).
All of which was disclosed prior to checkout and reiterated in the confirmation email sent to ***@yahoo.com. These subscriptions were billed on a monthly basis as described after the 1-month trial period.
As the customer selected these subscriptions, approved payment/renewal at checkout and did not downgrade or cancel their services - the charges are valid. Due to the chargeback initiated by the customer, refunds will now be addressed by their bank. The FreedomPop account has been canceled and will not receive service or incur additional charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company's claim is falls.
I did not sign up for any free trials and that was not offered to me at any point. Yes, I did receive the HOTSOPT that I used for about 2 months. I
I only requested for internet service. This service was a "pay as you go /need" service. After that I discontinued their service for internet services.
I did not sign up for a phone service and DID NOT RECEIVE a phone. I also did not sign up for free trial plans or automatic refills. I DID NOT STATE so in any of my earlier complaints. I DID NOT use any free services as a trial.
When trial plans are set up or offered, the service or product must be used at some point. I DID NOT request a phone service at all. The company may have decided to market their phone product by offering free services but in this case, I nor anyone in my household ever used their phone service.
At no point did the company state that if you use our internet you must have a phone service. This was not a combo service. If I did not sign up for free phone service how do I get charged?
This is a scam in my opinion. Customer always get unsolicited credit card mails and don't take up the offer. These companies don't go charging for unsolicited offers. This was an unsolicited offer and I cannot be charged for it.
As I indicated earlier I did not request for a phone service and I did not receive a phone from this company. They should provide a proof that I have received and use the phone.
I have requested the accounts be closed and discontinued. If that wasn't done, you must blame it on your aggressive marketing team or whoever is responsible. A few weeks ago, I sent a request AGAIN to have the accounts closed. Just a day after that request I received another email that my order has been shipped. AGAIN, I DID NOT order anything.
The company's indication that you decided to charge my accounts unauthorized is a clear violation of consumer rights. If I were to be dead and had no relatives, does it mean that Freedompop will continue to deduct money from my accounts for a service that is clearly known to the company not been used?
I just need my deductions refunded to the tune of $***.
~
When a customer places an order with us, they must manually check off on our terms of service which outline in detail how our services are rendered and billed. â?¨By accepting our terms of service, which is required in order to checkout and place an order, the customer opts into our renewal structure - whether that be monthly, quarterly, semi-annual, or annual. The customer is not required to keep a paid subscription at any time, they can downgrade to free - but it will still renew on their terms' basis, unless the account is canceled altogether.
A summary of both orders associated with ***@yahoo.com was sent via email along with instructions on how to downgrade and manage their subscriptions, shortly after the order has been placed. We've included screenshots of the original order confirmations associated with the customer's account.
Customers are not required to have a phone in order to use our internet hotspots. However, this customer did accept an offer for a phone along with their hotspot - as mentioned in our previous response which included the dates and all charges involved. Our records indicate the customer contacted us for assistance with activation of the device on 10/28/15.
The account under ***@yahoo.com has no new orders being shipped at this time. If the customer has alternate account with us, we ask that they provide it to us so we can investigate.
Unfortunately, there is no further action we will be taking on this account as they have disputed the charges with their bank. The accounts have been closed and will not be rendered service nor incur any charges beyond their cancellation date on 10/5/17.
ported her number from freedom pop on sat 10/7/2017 and it is 10/10/17 the number hasnt been released
*** wanted her number ported out customer service reps keep transferring us to an automated line that has no live agent to help or correct this promblem I called 10 times and spoke to a *** 3 of them he hung up on me once and transferred me the automated line where there is no one to help or answer it just hangs up on you and refused to help with the problem they were very rude we have emailed the company several times to release the number and they keep lying and giving false information
the number to be released ASAP
We provided the customer the information in an email on 10/11/17. However, we noticed that the last port out request we have on this shows that the PIN was not included and the zip code was wrong from what we previously sent Ms. We would be happy to supply *** with this information again, but we feel it is inappropriate to share it with another 3rd party.
If the customer wishes to speak with a customer service representative over the phone, then add-on VIP support is required. It appears that the previous attempts to call FreedomPop came in through our inbound sales queue. These agents are not able to assist with support requests because they are not trained to do so.
Once the appropriate information is provided in the port-out by the new carrier, then we can proceed approving this request. If the customer needs this information again, then please have her email ***@freedompop.com from her email address on file with "Revdex.com XXXXXX" in subject line, and we will provide the information to her.
I cancelled my FreedomPop account on 8-25-17 and requested to get the $10 refund that they owed me on the account. They have not refunded the money.
I cancelled my FreedomPop account on 8-25-17 and requested to get the $10 refund that they owe me. My incident number with the company is XXXXXX-XXXXXX. I have had numerous email communications with them since then, and they keep giving me one excuse after the other about why they can't refund the money onto my mastercard with number XXXX XXXX XXXX XXXX. They obviously have no intention of providing me with the refund I am owed, but have decided to string me along with ridiculous excuses. I am hoping being contacted by the Revdex.com will force them to do the right thing and give me the money that they owe me.
I want Freedompop to refund me my $10 that I am due. That is all.
We have attempted to process the refund on 3 different occasions: 8/25/17, 9/13/17, and 9/27/17. Each attempt failed as the user's bank. We are attempting to process the refund today. If the refund does not go through, please have the user confirm with their bank why Reference ID POPXXXXXXXX is failing with the bank.
(The consumer indicated he/she DID NOT accept the response from the business.)
In regards to complaint ID#: XXXXXX
I emailed Freedompop about their response to the Revdex.com and have not received any response from them. I asked them why they lied to the Revdex.com about attempting to process a refund using my credit card when they told me over a week ago that they would be sending me a check. They had apparently been trying to put a refund on an american express card ending *** that I cancelled in Sept 2015 and removed from my Freedompop account at that time. I highly doubt that they did any of this, but I have no way of checking. The card that has been active on my Freedompop account since Sept 2015 is a mastercard ending 5724. Freedompop knew all of this, and actually put a $0.01 charge on the mastercard ending 5724 on 8-18-17, before any of their supposed attempts to issue me a refund. I have talked to the bank for the mastercard, and they have no record of any attempt by Freedompop to issue a refund. I highly doubt that they are going to issue me a refund, either by check as they told me last week, or by credit card as they told you. My larger concern is that if they are willing to go to this much trouble in order to deny someone a $10 refund, what are they willing to do for a more substantial amount?
We were not aware that the previous card was cancelled. We certainly did not lie about attempting the refund. The refund goes back to the financial institution that we was used to originally process the payment - not the current billing information. We will issue a paper check to the customer if they can provide proof that the financial institution is closed. Please email ***@freedompop.com with "Revdex.com XXXXXX" in the subject line, a copy of the proof from the financial institution, and the address in which we should mail the paper check to. Once we receive this information, we will be happy to process a refund in the form of a paper check.
(The consumer indicated he/she ACCEPTED the response from the business.)
They finally sent a check.
I have not been able to make or receive calls through freedom pop, had to use to use an app to do this, the internet does not work most of the time. on wifi or on regular data its a hit and miss with phone calls when people try to call me by using an app. I cant make calls on some wifi networks, I was charged $15 despite having emails stating that once I run out of data it won't work unless on wifi. my account is still not active to this day, I also have email;s stating customer service will get back to me within a certain time frame and they don't.
Other (requires explanation) $15 refund plus the fix of my ongoing issues.
Our records indicate that the customer only disabled the auto top-up after we charged the $15 for that billing period. Even though the customer utilized some of this data, as a courtesy, we have provided a $15 refund to the customer.
Please ensure that the following steps are taken by the customer to attempt to resolve their device issues:
1) Make sure you have coverage.
Click here to see if the Sprint network extends to your area.
2) Make sure you have a phone number on your account.
Log into your FreedomPop account and click on the My Account, then Phone Number tab to get one for free.
3) Make sure the number you are trying to call is supported by your plan and service.
If you are trying to make a call to an international number, you must sign up for one of our Global Calling plans. Without it, your service will not work.
5) Important Step! Complete a Carrier Reset
Dial ##XXXXX# on an Android phone (*#*#XXXXX#*#if it's a Nexus device), or dial ##XXXXX# on an iPhone. When asked, confirm the Carrier Reset request. This will not delete your account information and will simply re-provision your device on the cellular network.
4) Important Step! Make sure you are using the FreedomPop Application for all of your calls.
Download FreedomPop Messaging from the Google Play store on Android phones. Download the FreedomPop: Calling & Texting from the App Store on iPhones. If you don't have this application, your calls and texts will not work.
(The consumer indicated he/she DID NOT accept the response from the business.)
this doesn't fix my account not activated problem.
Please have the customer follow the steps below to see if that resolves the issues:
Step 1: Make sure you have the proper application.
There are two different applications in the Play Store, the FreedomPop Messaging application and the FreedomPop OTT Call and Text application. If you have a phone that you purchased directly from FreedomPop, if you have activated a device as BYOD or if you have one of our SIM cards, please make sure you have downloaded the FreedomPop Messaging application.
You will also want to use the FreedomPop Messaging application for making, and receiving, calls and text messages.
Step 2: Sync Account Data within the application.
This action will make sure your service and your phone are in sync and working properly.
To do this, go to the FreedomPop Messaging application. Then tap the menu button in the top left corner of the screen. Search for Sync Account Data and tap on it.
Step 3: Make sure the app is the default messaging application.
It is essential that the FreedomPop app is set to your primary messaging and calling application, and has all the necessary permissions to work properly
The first time you open the FreedomPop Messaging app (located on the Home Screen of most devices) you may receive a prompt to set "Messaging" as the default messaging application. Select "Yes" or "OK" to ensure that our service functions correctly.
If you haven't set FreedomPop Messaging as the default messaging application, you can do so in the Settings menu of your phone.
3rd party calling and texting apps
We recommend disabling any third party calling apps (Hangouts, Skype, WhatsApp, etc) to see if you can make calls when those are not running. It's best to remove them and download them again later one at a time to ensure that they aren't interfering with calling or texting.
I followed their website instruction to get a new BYOD line. The website sends you to a wrong address to buy sim card. No refund after talking to them
Freedom pop has a service that let you use your own sprint phone. There is a detailed instruction on their website. One of the steps is to purchase a sprint sim card which I did and cost 13.83. After sim arrived I try to activate it on their website. The process could not be completed and the website give me a phone number to call and resolve the issue. As it happen by calling that number they charge you 5.99$ without asking for my permission. After 3 days and multiple calls finally they figured that my cell and sim are not compatible and asked me to go to sprint store since they are out of that kind of sim card. I talked to a manager and she refund me for 5.30$ and they took no action regarding the sim card which I have to throw away. I am a disabled and bedridden. I can't drive or stand up for long time. In top of everything else they simply ignored my condition and offered no help to resolve the issue that they caused. It will cost me more than 20$ to get to the nearest sprint store and with my condition would be a painful trip to correct their mistake. Funny that I have to pay another 5.99$ to call them again and give them information about the new sim card that I have get to just activate my phone. Btw they Charged 20$ to activate the phone that is not active yet!
Refund or store credit for all the charges that they cost me including transportation to fix the problem that they caused. Generally good businesses accommodate disabled with reasonable request. Not only they didn't do anything to resolve the issue, for example mailing the current sim instead of asking me to go to a sprint store, they didn't even refund me for the wrong sim card that they had me purchased. I think based on *** they broke the law by not providing me a solution that is fit with my disability. I leave appropriate resolution regarding this to Revdex.com and for the rest I am asking for full refund on the cost of wrong sim card, talking to them and Transportation to solve the problem that they caused.
We sincerely apologize for the miscommunication and misunderstanding of what occurred. It does appear the customer's device needs an ICCID; however, FreedomPop cannot provide that ICCID to the customer. The ICCID can only be purchased through Sprint. There are some devices that do not require an additional ICCID; however, all Sprint LTE devices do.
We have refunded $19.99 for the activation fee, $5.27 for the VIP support fee, and $16.98 for the fees from sign-up. We are truly sorry for the confusion. Please see this link to help clear up any confusion regarding this - https://support.freedompop.com/app/answers/detail/a_id/2914/kw/sprint%20byod.
(The consumer indicated he/she DID NOT accept the response from the business.)
1- I found the refunds financially satisfying. 2- I can see that they and not accepting the responsibility of having wrong information in their website in their answer, in fact their response sounds very defensive to me. That can harm others and it seems that they are not taking any actions to correct it. 3- I found their actions against ADA. Their response is not addressing that issue. I would like to see a sign that they acknowledge the problem and planning to take steps towards ensuring no other disabled person would be put in my position.
We left the account active as we were not sure if the customer was going to purchase the SIM. The charges were for the customer's monthly billing plans and services. The account has now been cancelled and refunded as of 11/8/17.
Continue to charge over $50 service fee on two accounts even they were all downgraded to free accounts from very beginning of setup
I setup two free accounts:
(XXX) XXX-XXXX only has Global 200 Basic Plan
(XXX) XXX-XXXX Basic LTE 200 plan
on June 13, 2017, then downgraded to the free service plan immediately. The company continues to charge $7.99 for 3 months on each account, plus additional $5 even after calling and told these were all resolved. They stated that these were no refundable even these are their accounting errors.
Please refund all the charges that were added to my accounts after I downgraded all service plans around mid of June 2017.
Our records indicate the user ordered 2 SIMs on 6/13/17. One order included a 1-month free trial of our 2GB LTE Unlimited Plan ($24.99 after the trial expires) and 1-monthe free trial of our Premium Plus Add-on Service ($7.99 after the trial expires). The other order included a 1-month free trial of our 2GB LTE Unlimited Plan ($24.99 after the trial expires) and 1-monthe 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. The customer did downgrade their plans prior to renewal; however, the customer did not remove the add-on services. Therefore, the customer was appropriately charged $7.99 for each account on 7/19/17, 8/19/17, and 9/19/17.
Nevertheless, we do understand that customer attempted to downgrade their services. We have provided refunds for all charges on 7/197/19/17, 8/19/17, and 9/19/17. We apologize for any misunderstanding and appreciate the customer for being a valued FreedomPop customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund is appropriate action from the company. I don't understand why they won't do this when I opened several tickets.
Within four weeks, they have charged me a total of $50 unknowingly. The service does not even work.
The account is under my boyfriend's name, *** but with my debit card as the billing/payment method. This company does not warn you about a charge or let you know. Last night/early morning (October 9th,2017), they charged me $15. Four days ago (October 5th,2017), They also charged me $15. About a week or two before that, I was charged an estimate of $11, and $7.99 a few days before then. I have opted out of "automatic top ups" and still they keep taking my money without telling me when or why. The phone service doesn't even work; I can text but not receive or make calls. Their website lacks detail an is very confusing with how they advertise their "plans". I have tried calling several numbers for them only to get the same automated recording each time.
I want my debit card REMOVED from the account and I want a refund of no less than $40. I would also like to have my account immediately cancelled and I will never return to your services.
Our records indicate the user ordered 2 SIMs. One SIM was purchased on 6/16/17, and the other SIM was purchased 9/21/17. The order on 6/16/17 included a 1-month free trial of our Premium Plus Add-on Service ($7.99 after the trial expires).
The order on 9/21/17 included 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.
The customer did remove the add-on service for the SIM purchased on 6/16/17. We appropriately attempted to charge the chard on file $7.99 on 7/23/17, but the charge was unsuccessful until 8/10/17. The customer disabled their top-up on 9/7/17, and then they cancelled their subscription. However, the customer reactivated their service on 9/21/17 by updating their billing information and was appropriate charged $7.99 on 9/21/17 for the Premium Plus Add-on Service as this was not removed from their services. We cancelled this add-on from the customer's account and refunded $7.99 back to the customer
For the SIM purchased on 9/21/17, the customer went over their data allotment by 846MB. The customer's plan only contained 200MB of data; however, the customer utilized far greater than this thus the customer was charged for automatic top-ups on this account on 10/5/17, and 10/9/17. The customer did not deactivate automatic top-ups on this account until after these charges occurred. Since the customer used the data on this account, we were only able to refund back the $8.90 of unused data.
Both accounts have been cancelled, and the user should not incur any further charges.
(The consumer indicated he/she ACCEPTED the response from the business.)
I feel the response is accurate and they did refund a portion of my money and cancel the account. I still am unhappy with their services and will not be returning to use them again.
Can't complain about free phone service. While the VOIP call quality is not great, you only pay a one-time $30 activation fee for a smartphone with no monthly fees. Customer service is by web, takes days to respond, and overall very helpful.
Thank you for your review, *** We hope you continue to enjoy the free service FreedomPop has to offer.
I would recommend anyone wants no-frill mobile service. The business is honest (Free minutes), and service is excellent via the website, and tickets are answered within a week, while the service is free. Of course, if you pay, then you can get the service promptly by calling 1888.
Hello *** thank you for your review. We're elated to know you're enjoying FreedomPop as we hope this continues to be the case.
Tried to downgrade my service before re-billing.
Tried to contact them, no result. (so far) Trying cancel service. No response (so far)
message to freedom pop Oct. 5, 2017
Why do you charge me even after me requesting you downgrade my account? 1. Sept. 29 transaction ID# XXXXXXXX
Also, why do I see two charges of 27.98 / August 31 Trans ID# XXXXXXXX And Sept. 29 transaction ID# XXXXXXXX My plan was 19.95 ???? WHY?
AND you charged my an additional $5. Trans. ID#XXXXXXXX
Like to cancel the service without being re billed anyway every month. Like to be able to speak with customer rep. without having pay $5 to do so. Preferable reimbursed. I do not think that will happen... Just want to get out of their service. They already charge $27.98 + $5 ($5 for something they did just for me trying cancel?) Have no idea why they charged me the $5. In my opinion people have the great opportunity to ripped off, because it's easy to sign up really hard to get out... I should have known better. No resolution expected, if that happens I have no problems warning people about the company. It should not be hard for people to contact a company , including speaking with a customer rep. Being billed while you wait for their response with a very complicated process to cancel and the customer must 'haggle' with their banks for re funds? (according to what I read on their website.
Our records indicate the user ordered a LTE SIM on 4/8/17. The order included 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.
While the customer disabled an automatic top-up from their account and added a $15 credit to their account, they did not remove this add-on service. This account was appropriately charged $7.99 on 7/30/17. On 8/11/17, the customer upgraded their plan to the 1GB Premium Plan. The customer was charged $11.79 on the same day of upgrade. He was then charged $27.98 for the Premium Plus Plan and the Premium 1GB Plan on 8/30/17. The customer then downgraded his plan on 10/17/17, but he did not remove the add-on service. When downgrading, we explain that customers must have an account balance to protect ourselves from overages. We ensure the customer confirms this prior to downgrading. Thus, the customer was charged $5 for the $5 credit on his account.
Even though these charges are valid, we refunded the customer $27.98 and $5 for the misunderstanding as we strive for customer satisfaction.