FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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$15 Dollar Top Off Refund
My freedompop number is (XXX) XXX-XXXX. I want my 15 dollars back because I didn't authorize the top off. I would like top off to be off. I didn't exceed this limit last month as I am careful of what I use. I want my 15 dollar refund.
I want my 15 dollars refunded.
This user was charged $15 for a top-up on 9/1/17 for coming within 100 MB of his data allotment of 500MB per month as specified in our terms located on our website ***
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 - ***.
As a courtesy, we have provided a $15 refund to the customer, but the customer should follow the instructions contained in this response if they would like to turn off auto top-ups.
(The consumer indicated he/she ACCEPTED the response from the business.)
I cancelled my Freedompop account over two months ago via phone. I was issued 2 credits for $32.98 each to my credit card. Freedompop continues to bill my credit card $32.98 monthly although the account has been closed and I do not use it. My online account show no wireless activity.
Product_Or_Service: Wireless Service
Account_Number: (XXX) XXX-XXXX
Other (requires explanation) Please refund my card 65.96 for transactions posted in July and August of 2017.
Our records indicate that there was an error in our billing system and customer service agent. It caused the user to be charged twice for their previous plan. The customer disputed these charges with their bank, and the customer won the dispute. The customer should contact the bank to determine where their refund is. We sincerely apologize for the inconvenience placed upon the customer, and we can confirm no other charges will incur on this account.
I bought 2 freedompop hotspots with supposedly 500 MB of free service on each hotspot. I cancelled the paid service and freedom cancelled all service
I bought two freedompop hotspots. One for $19.99 and one for $9.99. 500mb of free data was included with each hotspot. I had problems connecting with the hotspots and after dealing with freedompop customer service for a couple of weeks I found out I did not have the correct service in my area to use the service. I thought I would just keep the hotspots, instead of returning them, maybe I could use them if I was on vacation or just a trip away from my house. In a couple of weeks I saw on my credit card statement I had two charges for $29.98 each (total $59.98). I notified freedompop and requested a refund for the $59.98 since I had not (or could not) use the hotspots. I wanted to keep the free service but I did not want to pay for service I could not use. I was told to go online and cancel the paid service and just keep the free service but they could not refund the $59.98 that I had been charged. I went online and cancelled the paid service but was charged $5.00 for each hotspot just to cover service that I could have possibly used from the time freedompop's records showed I last used the service (which was never) to the time I cancelled the service (another $10.00 for nothing). I filed a dispute on my credit card and received $59.98 credit from the credit card company. Didn't mention the $10.00 fee since I took it for granted it would be refunded after freedompop saw I did not use the service between the two times as mentioned above. Still have not received a refund for the $10.00 (Looks like another dispute to get the $10.00 back). A couple of days later I received an email from freedompop stating my account had been cancelled since I had filed the dispute. I emailed freedompop and notified them that I just cancelled the paid subscription but wanted to keep the free service. Again, because I had filed a dispute "all" of my service was cancelled and there was nothing they could do. Each time the email from freedompop stated that I needed to contact customer service before I filed the dispute. I had been dealing with customer service withing 3 days after I received the hotspots and had probably sent them a minumum of 10 emails working on my problems, don't know how I could have dealt with them anymore than I already had. Again freedompop was emailed asking if the hotspots with the free data was now worthless and their reply was "yes". So according to freedompop, I could be out $100.00 without having anything to show for it. Good deal for freedompop but definitely not for me.
I can kinda understand freedompop not wanting to give me the $59.98 refund but the hotspots I bought included 500mb of "free" service per month when they were purchased. How can freedompop cancel free service when that was included in the original price of the hotspots? Has nothing to do with the paid service.
Original purchase of hotspots $19.99 and $9.99 - 7/27/2017 paid by credit card.
hotspots were shipped 7/28/2017
hotspots were delivered 8/1/2017
my first email to customer service - 8/4/2017
I am still wanting refund for cancellation fee of $10.00 and the free hotspot service that came with my original purchase. I wouldn't turn down anything from freedompop to compensate me for all the aggravation they have put me through.
The customer emailed FreedomPop on 9/1/17 with an inquiry into the charge. We responded to the customer explaining the charges and how to downgrade their service. We did not refuse a refund to the customer as we only explained the charges at the time because the customer seemed confused on what the charges are for.
The customer downgraded their accounts where they incurred a $5 charge to keep a credit on the account. FreedomPop requires a credit on a customer's account to cover the customer in the event the customer exceeds their data limit. On 9/7/17, we confirmed the customer downgraded their plan, and we processed a refund to the customer for two charges of $29.98 each back to the customer as a courtesy.
On 9/8/17, we were notified of the chargeback the customer placed, and we won 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 9/8/17.
Even though FreedomPop's current policy states that the customer must return the device within 30 days for a refund, we will extend the time limit to allow the customer to return their devices. We have processed 2 RMAs - XXXXX and XXXXX. The customer will receive emails with instructions on how to return their devices.
Additionally, we have processed 2 refunds of $5 back to the customer for their account credits since the user was never able to use these credits.
This internet service is advertised for it to be completely 100% FREE. The company charges several fees in order for the item to work.
I ordered the modem for the free internet and then when I received the modem I had to pay additional fees when on both public advertisement and stated on the box where the modem came from it clearly states that all internet connections are to be free. I use my computer for simple things and I was told I had to pay $79 per month for the free internet connection.
Since I had to pay for the modem I want my internet service to be free as both advertised online and on the box that the modem came in.
Below is a list of charges associated to the customer:
6/15/17 - $66.98 - The customer signed up for service and paid $59.99 for a hotspot and $6.99 for shipping. The order included a 1-month free trial of our Casual 2GB Plan ($19.99 after the trial expires) and 1-month free trial of our Premier add-on service ($5.99 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.
7/6/17 - $15.00 - This charge was due to the customer coming within 100MB their data allotment. FreedomPop users must have an active data plan to utilize services. FreedomPop enables all users to disable/enable automatic top-ups. Enabling allows the user to continue using their device when they run out of data by adding credit to the account, an additional Top-Up will not be incurred until the credit runs out. If the user disables the automatic top-up feature, then the account is suspended upon reaching the plan's data threshold. This is described in our terms and agreed to prior to sign-up on our website located at https://www.freedompop.com/service_plan_terms.htm.
7/12/17 - $15.00 - The customer used their previous top-up amount and was charged for top-up. This charge was refunded to the customer as a courtesy, and the customer disabled auto top-ups.
7/17/17-- $25.98 - The customer did not downgrade their account to FreedomPop's Free Plan and was appropriately charged for the Casual 2GB Plan and the Premier add-on service. However, this charge to the customer failed.
7/23/17 - $25.98 - The customer did not downgrade their account to FreedomPop's Free Plan and was appropriately charged for the Casual 2GB Plan and the Premier add-on service. This charge was successful.
8/17/17 - $25.98- The customer was charged for their monthly subscriptions the Casual 2GB Plan and the Premier add-on service. This charge was successful.
8/17/17 - $1.99- The customer went over their data allotment of 75MB and was charged for the overage.
9/17/17 - $25.98- The customer was charged for their monthly subscriptions the Casual 2GB Plan and the Premier add-on service. This charge was successful.
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.
As a courtesy, we have refunded 1 month of service to the customer for $25.98. The customer will need to downgrade their plans and add-on service to avoid monthly fees.
(The consumer indicated he/she DID NOT accept the response from the business.)
1. There was no refund given that they stated to you. 2. I will say again since my box that modem came in clearly states that the INTERNET IS 100% FREE then that is what it should be. Otherwise FREEDOM POP is doing FALSE ADVERTISEMENT AND MISLEADING CUSTOMERS.
We previously requested that you email ***@freedompop.com with the detailed information. We have not received an email from the customer up to this point. Please do so as that is monitored by corporate staff that can further assist the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
I TOLD THE CUSTOMER SERVICE THAT I would need to speak with someone in a higher position to resolve this and I am still waiting on that phone call. I might have to sue this company for false advertisement and business fraud
Account charged multiple times without authorization and company stopped communications with me about refunding charges.
My husband and I ordered SIM cards from Freedompop.com on 8/9. We signed up for the free service with email address ***@gmail.com. At the time, it was $.99 for activation and there was an offer to get a second SIM card for $.01. We did that. Upon checkout our SIM cards were updated to a premium free trial service that we would need to cancel before the next billing cycle. On 9/7/17, I requested to downgrade both accounts to the free service. The service rep *** came back and said I needed to give my permission to downgrade. I attempted to respond to the email multiple times (9/11/17 and 9/12/17) and would get an error message sent to another email account of mine (not sure how that happened because I hadn't provided that email address at this point) telling me my email address was not authorized even though it is the one I use to sign into my account with.I also opened another ticket on 9/12/17 because stating I wished to downgrade because I was unable to respond to the first ticket. Our bank account was charged twice for $89.94. After we were charged was when my responses were finally able to go through, I addressed this with them. I was told they would need to cancel the account and reactivate both SIM cards to get on the free plan and also needed to use a different email address. I went back and forth with them about having to pay again for an activation but really didn't get anywhere and a refund for those two charges would not be discussed until I deactivated and reactivated my accounts. When I went to activate on 9/15/17 with email address ***@gmail.com, there was an option to add a premium trial and $10 credit to your account. I declined both of those options. The charge went through for $.01. The service rep told me that only one account had been activated and I needed to submit again. I was concerned about being double charged. According to her, I was only charged once so I submitted that charge again for $.01. That never went through but later saw that there were two more charges for $10.01 that I did not authorize. The rep stated that there was an error and that I was not charged that amount, but I have two charges in my bank account for $10.01 on 9/15 and 9/16 and another charge on my account for $.01 on 9/15 and still nothing has been address on the two charges of $89.94. I also requested that my account be closed if this was how they operate and that they issue a full refund on all charges. Hazel stated she was escalating the claim on 9/18 and I have not heard back even after requesting that they resolve this within 24 hours from 9/18 or I would take further actions. I do have screen shots of all communications through their service tickets as well as emails that were sent. I would like a full refund on all charges and my account closed as requested ($89.94, $89.94, $10.01, $10.01 and $0.01)
I would like a full refund on all charges and my account closed as requested ($89.94, $89.94, $10.01, $10.01 and $0.01) for a total of $199.91
Our records indicate the following accounts:
Under email ***@gmail.com we show the following accounts:
On 9/15/17, there was a failed activation charge of $10.01 for an activation fee and $10 credit. This charge did not go through.
On 8/9/17, the customer paid $.01 to activate a SIM. The order included a 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($89.94 after the trial expires). The 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. We received the email from the customer on 9/7/17, and we responded to the customer and asked for permission. The customer did not respond back, and the customer was charged $89.94 on 9/12/17. We deactivated this device so that the SIM could be reactivated on a monthly plan.
On 8/9/17, the customer paid $.99 to activate a SIM. The order included a 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($89.94 after the trial expires). The 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. We received the email from the customer on 9/7/17, and we responded to the customer and asked for permission. The customer did not respond back, and the customer was charged $89.94 on 9/12/17. We deactivated this device so that the SIM could be reactivated on a monthly plan, and the customer was refunded on 9/21/17. We apologize for the delay on this account
Under email ***@gmail.com we show the following accounts:
On 9/15/17, the customer paid $.01 to activate a SIM, added a $10.00 credit, and activated the SIM on the free plan. The customer had the option to remove the credit prior to hitting purchase. The customer was refunded the full $10.01 on 9/20/17. There was a failed charge on the account which is why the support rep was under the impression that the 2nd SIM was not activated.
On 9/15/17, the customer paid $.01 to activate a SIM, and activated the SIM on the free plan. The customer had the option to remove the credit prior to hitting purchase. We provided a refund on 9/25/17 of the $.01 activation fee.
We apologize the customer felt there was a long delay for refunds, but we must take each support ticket in order. All accounts have been cancelled per the customer's request. We wish the customer the best in their future endeavors.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the refunds and accounts have been closed as requested.
After I let Freedom Pop know that I had filed a complaint with the Revdex.com, they issued a complete refund of the charges in question and I am satisfied.
I signed up for a free calling plan through Freedom Pop. I only gave them my credit card number to purchase a phone through them not to cover any monthly bills. I tried multiple times to get the phone to work but it never did. I finally gave up, but I did not realize that they began charging me a monthly fee of $4.88. My wife pays the credit card bills, so I didn't know that Freedom Pop was inappropriately charging my credit card, since June 2016.
Product_Or_Service: Phone Plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Refund all the monthly charges: $4.88 X 15 months = $73.20
Our records indicate the customer signed up on 3/26/17 for a free trial of our MMS and Group Messaging Service through an in-app message we sent to the customer. The promotion clearly states that it is a trial, and the customer will be charged $4.48 each month beginning on their next billing cycle if the customer does not downgrade this add-on. For the customer to add the trial, it is required that the customer click "activate" to opt in.
FreedomPop's terms located at *** (which are agreed to prior to checkout) state the customer "must notify us within 30 days after the date on which the disputed amount has been charged to the your registered payment method... If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future." The customer notified us that he did not want this service on 9/15/17, and we refunded the customer $4.48 for the last 30 days of service per our policy.
Nevertheless, we have reviewed the customer's account, and we can see that the customer did not utilize data for these billing periods. Because we are committed customer satisfaction, we have made an exception to our dispute policy and issued 15 additional refunds of $4.98 back to the customer.
Added services without permission, attempted unauthorized billing, blocked me on Facebook because of my questions
Freedom Pop is an excessively scammy company. They offer a free tier, which I chose. Their billing page shows $0.00 monthly charge. They then added a "service plan" to my account, without my authorization, and then shut off my service when I wouldn't pay the unauthroized charge. Attempts to resolve the issue have gone unanswered. Asking questions on Facebook lead to a ban. My next recourse is litigation.
I want the charge removed, my account reinstated, and for FreedomPop to cease deceptive billing practices.
Our records indicate the customer ordered a LG Tribute 2 on 8/12/17, the order included a 1-month free trial of our Premier add-on service ($9.99 after the first month). 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 the add-on subscription prior to their next billing cycle, we appropriately attempted to charge the customer $9.99 on 9/14/17 for their next billing cycle. However, the charge failed, and the customer's account was placed into a "suspended" status as FreedomPop requires an active payment method on the account.
If the customer wishes to continue utilizing their free service, they must add a valid payment method on their account. We have removed the Premier add-on service from the customer's plan.
(The consumer indicated he/she DID NOT accept the response from the business.)
Freedom Pop lists two different billing pages, one for plans, and another that you have to hunt for, for "service plans" when no other provider does this. Every other provider provides one succinct page with billing information, proving that Freedom Pop is hiding charges in order to rip off consumers.
I have asked them to close the account on multiple occasions now, and they still refuse to do so.
There is no need to provide a payment method is the service is truly free.
There are actually many service providers that split this information into different links to allow the customer to find the information they are looking for quickly. This is very standard.
While the customer states that he has asked us to close his account on multiple occasions, the original desired resolution of this complaint was for the customer to resume the free service.
All customers must have a credit card on file to participate in the free plan. The free plan is not unlimited; therefore, the credit card is necessary in the event the customer goes over their allotment of our services. It also allows the user to easily upgrade plans and add-on services.
We have cancelled this account per the customer's request and the customer will incur no further charges for this account.
I have just checked the account, and the $9.99 service plan is still present. Freedom Pop is now lying to the Revdex.com about having removed it from the account.
They billed my account $19.95/month on a free account for 6 months. They refunded 3 of those months, admitting liability but refuse the other 3 mo.
Joined Freedom Pop Dec 30, 2016 on a free plan. on Apr 7, 2017 was upgraded to a 199.99 plan without my knowledge. Realized what had happened on Sept 19, 2017. Contacted Freedom Pop to inquire. After discussion was refunded 3 months @19.99 per. Am requesting all 6 be refunded due to fact t=I wasn't aware of upgrade.. Freedom Pop states they have no mechanism to refund the other 3 months.
A refund of the other 3 months
Our records indicate the customer signed up on 3/26/17 for a free trial of our 1GB Plan through an email promotion that we sent the customer. The promotion clearly states that it is a trial, and the customer will be charged $19.99 each month beginning on their next billing cycle if the customer does not downgrade their service. For the customer to add the trial, it is required that the customer open the email and click "activate" to opt into this trial. The customer successfully downgraded this service on 6/26/17 and made no request for refund at this time. However, due to a bug in the system, the customer was charged $19.99 for the next 3 billing cycles
The customer notified FreedomPop of this, and we refunded 3 charges of $19.99 back to the customer on 9/19/17. FreedomPop's terms located at https://www.freedompop.com/service_plan_terms.htm (which are agreed to prior to checkout) state the customer "must notify us within 30 days after the date on which the disputed amount has been charged to the your registered payment method... If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future. Since the 3 previous charges occurred from 4/7/17-6/7/17, our customer support representative was unable to credit back the previous charges.
Nevertheless, we have reviewed the customer's account, and we can see that the customer did not utilize the data for these billing periods. Because we are committed customer satisfaction, we have made an exception to our dispute policy and issued 3 additional refunds of $19.99 back to the customer.
Charged me for something I don't use.
This isn't the first time I have had to file a complaint/dispute against Freedompop. This company is shady and offers free phone service and months go by and then they randomly charge me. This time it was for $89. I'm not sure what for because I don't even use the phone or internet through them. I haven't received anything and none of their plans cost that much anyway.
I want my money back and them to delete my card information
Our records indicate the user ordered 2 LTE SIMs on 7/2/17. The orders included a 1-month free trial of our 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. At the expiration of the trial, we charged the customer $89.94 on 9/18/17.
However, we have reviewed the customers records, and it appears that he contacted us stating that a SIM card was lost. The support agent cancelled one account, but it appears the other account is still open. We have refunded $89.94 back to the customer, and we have cancelled the account. We apologize for any inconvenience that may have occurred from this situation.
We apologize for the misunderstanding, but our notes indicate that the customer spoke to an agent and stated that the SIM card was lost. The customer, also, stated in the original complaint that he had not received anything. Our apologies if this is incorrect.
We are remorseful about the customer's unpleasant experience, but we disclose trial subscription details 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.
Unfortunately, as the customer was previously refunded, there is nothing else we can do for the customer at this time.
Purchased a sim card didn't work contacted freedom pop but has since charged me $90 for something I cancelled.
I purchased a sim card for $0.99 plus shipping back in August 2017
I would like my money refunded the sim card doesn't work and I've never used it and was charged $90 for something I cancelled.
Our records indicate the user ordered 2 LTE SIMs on 8/14/17. The orders included a 1-month free trial of our 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. Since the customer did not downgrade either plan prior to expiration of the trial, we appropriately charged the customer $89.94 on 9/18/17.
We have reviewed our records, and we do not see an attempt by the user to cancel their service. The first contact we show from the customer is from 9/18/17 in which the customer requested a refund. Even though the charges were valid, as a courtesy, we previously processed two refunds of $89.94 for the charges on 9/14/17, and we cancelled their account per their request. This account will incur no further charges.
I have canceled my account with freedom pop and have tried contacting several times to resolve refund attempts. they have been nothing but rude withme
they automatically changed me some 89.00 with out me knowing and I want my money back. I have tried numerous times to contact. they do nothing but hang up or send me to the automatic page which wont let me through cause I have already canceled my acount
I want a full refund
Our records indicate the user ordered a LTE SIM on 8/16/17. The order included a 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($89.94 after the trial expires). The 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 prior to expiration of the trial, we appropriately charged the customer $89.94 on 9/18/17.
We do show that the customer cancelled their account on 9/19/17. As a courtesy to the customer, we have refunded $89.94 back to the customer.
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. FreedomPop requires a VIP add-on service to speak with a representative via phone; customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/.
I purchased a free cell phone program from Freedom pop. I then found they were charging 7.99 per month for the service. I contacted the Company and they continued to charge even though they admit the phone was dormant. The perfect timing allowed me to not update my credit card date when the next billing cycle happened. That was back in March 2017. Recently I was contacted by a company called true accord attempting to collect 7.99. Sure I could pay this but not one single time did Freedom pop contact me regarding the 7.99. The Freedom pop service is stated as free if you do not exceed your service limit. I did not.
Other (requires explanation) Freedom Pop should repay me for each month they removed the 7.99 but I just want the amount being questioned 7.99 removed.
The failed charge of $7.99 occurred on 4/18/17 for the customer's monthly auto recurring Premium Plus plan. FreedomPop may use various means to recover monies due. If FreedomPop retains a collection agency or takes legal action to collect monies due on your FreedomPop Account, you agree to pay all costs and expenses of collection incurred by FreedomPop, which may include reasonable attorney's fees and collection agency fees which may be based on a percentage of the amount owed, up to a maximum of 25%, where permitted by applicable law. This information is in our Terms (https://www.freedompop.com/service_plan_terms.htm.) which the customer agreed to prior to signing up for service.
As a courtesy, we have removed this individual from the collections list and the account is cancelled.
(The consumer indicated he/she DID NOT accept the response from the business.)
The result is satisfactory but Freedom Pop has not contacted True Accord and they are not aware of any agreement. I would like a confirmation of the resolution sent by email from both Freedom Pop and True Accord.
We apologize. Our contact for True Accord is no longer with the company. Our request happened in the middle of his departure and was not completed. We have confirmed with our new contact that this customer has been removed from collections. Please see the attached screenshot.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you
I was charged 4 times on my debit card. I have made numerous attempts to contact the company for a Refund. All 4 charges were for 32.98$ on the same day/time. They want me to pay 5.99$ to talk to customers service. I NEVER RECEIVED anything from this company or used ANY of their services, in fact I've never heard of FreedomPop before I was charged. They're refusing to refund all 4 charges.
Other (requires explanation) I want all 4 charges refunded
Our records indicate the user ordered 2 LTE SIMs on 5/19/17, the order 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. Both accounts were appropriately charged $32.98 on the user's next billing cycle.
If the user did not purchase these SIMs, then the customer's credit card information may be compromised. However, our records show the email address the customer used for the complaint is the same email address provided at signup - which is also where FreedomPop sent 2 order confirmation emails to. Also, the address indicated on the user's complaint is the same address FreedomPop has on file and the same location where the 2 SIM cards were shipped to. Additionally, when the customer originally contacted FreedomPop about the charges, the customer stated that they did not use the device. The customer later claimed that she did not order these.
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/.
FreedomPop's policy states that the customer needs to contact us within 30 days to dispute any charges to their account. The first charge occurred on 5/19/17, but the customer did not contact us until 8/28/17. We two refunds of $32.98 on both accounts. While FreedomPop believes the charges are valid, as a courtesy to the user, we provided two additional refunds of $32.98 each back to the user.
Very good
Hello *** we're glad to know you are enjoying FreedomPop. We hope this continues to be the case. Thank you for your review.
I got hotspot in july by august I asked for help plenty times to switch data to 2 other hotspot because this hot spot never let me connect to net
I need my 39.99 and 8g of data back and 3.99 that charge for no service given they took money out my account plenty times for data r preium customer service that never got they said I got help not one bit of help came from them this is most un professiscal internet service I ever had and they keep stealing money out my account for anything they plz to do plz help me and thousands like me that freedompop devils continue to do
39.99 for hotspot and 8 g of data and 3.99 for preimun customer service that never got these people are devils and thiefs
Our records indicate the customer purchased a Netgear 341U USB Modem on 5/20/16. As this device is outside of our 90-day exchange policy by 13+ months, we will not issue a refund for this service. Our terms are located at https://www.freedompop.com/service_plan_terms.htm.
Additionally, the customer's device is currently being used on a consistent basis. The customer has already used 310MB of data for this month's billing cycle.
The last time that the customer purchased an additional data package for this hotspot was on 7/28/16. As it has been over a year since the customer made the purchase, we will not provide a refund.
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/. As a courtesy to the customer, we have refunded $3.99 for this month's VIP service charge.
We do not show any record of a $39.99 charge on the customer's account for any device or service. If the account is located under a different email address, please provide that email address so that we may investigate.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have 3 hotspots and last purchased in july of 2017 for 39.99 and 10 g of data a FRANKLIN WIRELESS R850 MADE 5 TICKETS FOR IN AUG TO MOVE DATA TO OTHER HOTSPOT TOLD ME NO AND TOLS U OVER AND OVER AGAIN THAT HARD TO CONNECT THATS WHY MIGHT USED 2 GB BEFORE 30 DAYS OVER GIVE ME MY REFUND
We are sympathetic to the customer's concerns; however, the customer has not had a data rollover package turned on since 2016, and that data rollover package was not even on the appropriate device. Unfortunately, there is nothing further we can do to assist this customer unless he needs further help troubleshooting issues with his devices.
(The consumer indicated he/she DID NOT accept the response from the business.)
last one I purchased and asked for help are data transfer no help given before 30 days I had it franklin r850 id-XXXXXXXXXXXXXXX netgear 341u id- XXXXXXXXXXXXXXXXXX netgear fuse XXXXXXXXXXXXXXXXXX here is your info that I gave before give me 8 g data and3 months for all non help yall gave me
Never had access to service and am expected to pay anyway.
I ordered FreedomPop in March '17 as an emergency back-up plan for extra minutes, paying $43 total for activation and shipping. I immediately downgraded to the free plan. I tested the equipment and service and it worked fine.
A little over a month later, I finally needed to use the service while out of town. The service did not work and I had no phone service for two days of my vacation, since I had relied on FPop. I tested the service when I returned home. It still did not work. I did what support told me to do, to the best of my ability. It still did not work. Since I did not currently need the service, I gave up and put the equipment away.
A few months later in August, I noticed a suspicious $.01 charge on my credit card from FPop. This reminded me of my unused service. So I tested it again. It still did not work. I called FPop to inquire. They were now charging $6 to simply talk to a live person. I emailed them about it, and was told it would take 3 or so business days to get a response. I then contacted my credit card and disputed the penny charge. I received a message back from Freedompop a couple days later indicating that the reason my service did not work was because my account had been cancelled for disputing the penny charge. That explanation was ludicrous.
I emailed FPop again, emphasizing that my service had never worked, except for the first few days. If my service was not restored, I essentially paid $43 for nothing and would be forced to dispute the charge as well. Their response was to tell my account was cancelled and could not be changed. So I disputed the activation fee. I won the dispute because, according to one rep I initiated the process with in the early afternoon of a business day, the credit card company was unable to even contact FreedomPop. I suppose the bank would have had to pay $6 to hear FPop's side of the story, which they were also unwilling to pay.
I contacted FPop again. I told them I needed a manager to respond to my inquiry because past responses were incompetent. I asked them if they wanted their unused equipment back. I implied I was willing to work out a reasonable accommodation if they had any issues. I warned them that failure to acknowledge my issues or respond in a non-scripted manner would only intensify this dispute rather than resolve it. A non-manager responded in a scripted and nonsensical manner, indicating I had disputed the activation charge.
It appears likely I will be sent to collections, and then I will dispute that debt with the credit bureaus and likely win. But to me, for Freedompop to go that far is fraud. I'm not unwilling to send back the equipment, and/or pay a nominal fee for it. I've never been unwilling to work out a solution. What I am unwilling to do is pay $43 then have weird and sporadic charges show up on my card when I have not received what I supposedly bought. And FPop has refused to cooperate in the slightest.
I want a certified letter, signed by a manager or executive at FreedomPop expressly and unambiguously indicating that this matter is resolved or is conditionally resolved, and that no adverse debt collection or credit reporting will take place. It can indicate a balance of $0 is due, or it can request a nominal sum--no greater than 33% of the original amount charged OR an equipment return.
The $0.01 charge is an Account Maintenance fee as disclosed in our Terms of Service located here - https://www.freedompop.com/service_plan_terms.htm. If a FreedomPop customer chooses the Free Monthly Broadband Plan or the Free Monthly Phone Plan and does not make a payment for excess usage, Value Added Services, or Other Services in any particular month and uses less than 5mb or make fewer than five (5) calls in any given month, FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active. FreedomPop's terms are agreed to by the customer prior to signing up for service. Since the customer's account met these qualifications, a $0.01 account maintenance fee was charged to the customer.
FreedomPop's policy states that if a customer has concerns with billing, shipping or tech related issues to please contact our customer support team for assistance before contacting your financial institution to receive proper assistance and to avoid account cancellation. For more information you can refer to FreedomPop's Service Plan, Equipment and Payment Terms under "Credit Card Chargebacks": https://www.freedompop.com/service_plan_terms.htm. Since the user disputed the charge with bank directly, the account was cancelled. The user must work through their financial institution to dispute the chargebacks.
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/.
As the account is cancelled, no further charges will incur on this customer's account. Additionally, there are no failed charges on the account that would cause the customer to go to a collection agency.
Anytime I have any issues customer support is there to help. Sometimes it may take a while for them to get back to me, but I have never been disappointed by the results.
Hello ***, thank you for your review. We're glad to know you've been assisted when needed. Please keep in mind you are always more than welcome to reach out for assistance at our Community. You may do so by visiting *** We hope you continue to enjoy FreedomPop and all it's services.
I got an email offer for - Get free internet or free cell phone service. Service plans start at $0.00/month. Find cheap mobile wifi hotspots, smart phones, SIM-only service, they advertised it like that so I went and ordered the sim card for free just said to pay shipping got the card like in 2 weeks I activated it but never used it neither put any of the service plans in it. So a month passed by I never made one call or used the simple card since I first got it so I got a bill from PayPal saying freedom pop billed me $89.94 I never authorized that payment neither signed up for and of the services with them. I've been trying to call but the costumer service sucks and keeps hanging up. I've been on thier Web site and wrote to them and nothing yet I just want my money back. Don't get fooled by these false advertising nothing is free. I have Straight talk and I don't even pay that much for my service and freedom pop charged me $89.94 without even using the sim card or service they are bunch of scamers ripping ppl off.
Product_Or_Service: Freedom pop
Order_Number: XXXXXXXX
Account_Number: (XXX )XXX-XXXX
Other (requires explanation) I want my money back and that no one else gets scamed by them
Our records indicate the customer ordered a LTE SIM on 7/26/17, the order included a 1-month free trial of our Premium 2GB LTE Plan. This trial becomes a 6 month paid subscriptions if not downgraded prior to renewal. This is disclosed on the pop-up modal and indicated to the customer prior to checkout. However, due to an error, the same disclosure did not make it on to the customer's receipt.
Due to this error, we processed a refund for $89.94 back to the customer. We also downgraded the customer's account to the free plan. We apologize for the inconvenience and appreciate the customer for bringing this to our attention.
The company ripped me off without any warning of any kind.
I signed up for their free plan to test if my old U.S. Cellular phone was even compatible. I found out it wasn't. Next thing I know I'm getting charged $27.98 for service that I can't even use. Nobody from their company will return my emails and it's impossible to get in touch with a human. Thanks to rhem. I ended up with an overdrawn account and had to borrow money to cover it.
I want a full refund and if possible, payment for my $28 NSF charge.
Our records indicate the customer purchased a LTE SIM card from FreedomPop on 8/4/17. The SIM card came with a free trial of the 2GB LTE Unlimited Plan ($24.99 after the first month) and the Premier add-on service ($7.99 after the first month). The 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. Therefore, the customer was charged $27.99 accordingly.
However, as a courtesy to the customer, we have refunded the charge of $27.98, and the account is cancelled.
(The consumer indicated he/she DID NOT accept the response from the business.)
Due to them taking the money, I ended up with a $28 NSF Charge. This was their fault and I want that paid back to me. They need to be way more transparent with their site.
Customers have the ability to choose our free plan, our trial plan, or an annual plan. Trial subscription charges are clearly marked on the page the customer chooses the plan and on the checkout page prior to the customer placing any orders. The customer chose the trial plan when purchasing their SIM. The 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 not downgrade their plan prior to the subscription renewal. Although the charges are valid, FreedomPop previously provided a refund to the customer for the charges. We cannot make any additional refunds to the customer beyond what was already provided.
(The consumer indicated he/she ACCEPTED the response from the business.)
This company is a TERRIBLE SCAMMING RIP OFF !!!!!!!!!!!!!!! They advertise that they will activate a SPRINT phone. That is a lie. I already had a SPRINT phone and they gave me some kind of B.S. reason for not being able to use it. So I purchased a "new" phone from them, but when the phone arrived it turned out to be a refurbished phone which did not come with a manual so I could know how to properly utilize the phone. When I initially set up service, I specifically discussed their "Visual Voicemail". I have had "Visual Voicemail" with another provider and it was exactly that, a written out text of the audio voicemail that is read not listened to. Freedom Pop charges extra for this service so I told the rep that as long as I still get regular voicemail that I can listen to I was not interested in paying extra ($2.49) for a service that I saw as unnecessary. The rep confirmed with me that I would still get regular voicemail as part of the service I was paying for (the $10.99 plan, unlimited calls & texts plus 500 MB of data/mo.). That also turned out to be a lie. From the time I received the phone till two months later (now), the phone NEVER worked properly and since Freedom Pop keeps west coast hours they are closed till 11 a.m. U.S. east coast time (where I live). By that time I am out in the world doing what I need to do for the day and I generally am not returning home till late, so I had an almost insurmountable task in trying to get a hold of them. That was also due to the fact that they do not provide normal customer service, they charge you $6.00 to talk to someone if you are already a customer. They want you to do everything by email, which is absolutely ridiculous. How can you possibly solve a problem in real time by email ? You can't ! This is a fact that was omitted by the rep that originally sold me the service. After many, many emails and phone calls where I had to make special arrangements with my schedule to be able to call from a land line AND have WiFi available (their requirement) and doing all kinds of troubleshooting culminating with doing a "hard factory reset" (which erases EVERYTHING off the phone including required apps) then having to download all the required apps; the phone still does not work properly. The instructions said that the "hard factory reset" was the last possible troubleshooting ***, obviously implying that the next *** would be to replace the phone. And by the way after all the other troubleshooting steps the phone would sort of work for a little while (maybe just an hour or two sometimes) and in the interim I would try to repeat the steps hoping that would solve the problem, but always only for a little while. It took some time before I could address this phone issue again after the "hard factory reset". After about an hour with the customer service/tech support supervisor *** he finally agreed that the phone did in fact need to be replaced. He then informed me that I would have to pay to ship the phone that never worked back. I couldn't believe it. The stones on these people!!! I told him that was ridiculous and that they were going to have to send me a pre-paid box or something. He told me he would put a request in, but it would take at least 24 hours to get a response. This is not the end of it though. I also noticed that in those 2 months I was charged $15 no less than 7 times to add data to my account. The data that I was not that interested in to begin with, as I told the original rep that sold me the service. He told me it was just part of the plan, so I thought ok I could use it for navigation, which I did occasionally. At no time did the original rep mention this possible charge nor obviously did I approve or authorize any such charges. as it turns out what the supervisor *** I last spoke with said is that the phone itself (to make phone calls or to text) will not work without data on the phone. Again something that the original rep never mentioned. Part of what the phone (the messaging app which everything runs through) was doing when it was "trying" to work was constantly trying to connect to the Freedom Pop servers utilizing the data on the account; thus running out the data that came with the plan and making the phone useless until Freedom Pop charged me $15 and then added additional data. But since the phone itself was defective that didn't really help it just ended up costing me an additional $105 that I never authorized to be charged to my card. This was only supposed to cost $10.99/month for the service. I told *** I wanted him to remove the unauthorized charges and informed him that it was a crime to have charged my card to begin with without my approval. His response was that due to "company policy" he was unable to. I told him I wanted to talk to his boss and he said his "boss does not talk to customers". I suggested that he should put me on hold to talk to his boss and to tell him I was considering making a criminal complaint as well as filing a complaint with the FCC & the FTC. He came back on the line to tell me he couldn't talk to his boss so he emailed him but we would get a response in 1 hour. This is at least 3 hours later and still no response. I suppose I will have to waste more time again tomorrow trying to get this straightened out. If they do not solve this to my satisfaction I have every intention of filing complaints with the proper authorities as well as looking into filing a lawsuit. I live in Delaware. The state in which a majority of corporations in this country (U.S.) incorporate due to the favorable tax laws for them. I am not confident in Freedom Pop doing the right thing. If anyone is interested in a joint or class action lawsuit, please email me at: "***.***.***atgmail.com"
Edit
see above
I want my phone replaced without my having to pay for the shipping. I want the unauthorized charges on my card refunded.
We're sorry to hear about the customer's unpleasant experience and appreciate the opportunity to present our side of the dispute.
We are unsure what Sprint device the customer attempted to activate on the FreedomPop service. However, we cannot active devices that are not unlocked. Usually, devices are locked when you purchase devices on a contract, directly from a major carrier (like Sprint). After 2 years your contract is over, but the device is still locked to the carrier. For more information on what devices can be unlocked please visit https://support.freedompop.com/app/answers/detail/a_id/3308/kw/BYOD to learn about what devices can be brought over to FreedomPop.
The customer purchased a Huawei Union Y538, and this device is clearly marked as a Certified Pre-Owned device. While each device does not have a manual that is specific to the device, FreedomPop includes a quick start guide that details the information necessary to get started with the device as well as tips and tricks. We also include our support website to assist with any issues that may arise.
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 understand that the customer found the return process to be frustrating. However, exchange process guidelines are located in our Terms of Service (https://www.freedompop.com/service_plan_terms.htm) which are agreed to prior to sign-up. We typically do not provide pre-paid shipping labels to customers exchanging the device per our policy; however, as a courtesy to the customer we will email the customer at ***@gmail.com a pre-paid shipping label with instructions on returning the device.
The customer was charged $15.00 on seven separate occasions during their last billing cycle for auto top-ups as he utilized all of his data. FreedomPop provides the ability for all users to disable/enable automatic top-ups. Enabling allows the user to continue using their device when they run out of data by adding credit to the account, an additional Top-Up will not be incurred until the credit runs out. If the user disables the automatic top-up feature, then the account is suspended upon reaching the plan's data threshold. This is disclosed in our Terms prior to checkout. Instructions on how to disable top-ups are found here in our support website - https://support.freedompop.com/app/answers/detail/a_id/2676/kw/automatic%20top.
Using the device for navigation will certainly increase data usage and cause the user to deplete their available data. On 9/12/17, we provided a refund back to the customer for three of these data top-ups. As a courtesy to the customer, we have provided a refund for the four additional top-ups. The customer should monitor their data usage and turn off automatic top-ups if the customer does not want to go over their data allotment.
We apologize for any difficulties experienced in the process of resolving this complaint.