FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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On 8/16/2017 I signed up for FreedomPop and paid a total of $14.98 for a 3-in1 SIM. On 8/28/17 I was charged hidden fees in the sum of $20.00.
On 8/16/2017 I signed up for FreedomPop and paid a total of $14.98 for a 3-in1 SIM 100% free mobile phone & internet service. On 8/28/17 I was charged hidden fees in the sum of $20.00 these fees were described as "Your Account Has Been Topped Up" and additionally stated "$15 has been added to your credit account to ensure no interruption of service.".
In addition to the $15.00, FreedomPop also charged me $5.00 for no reason what so ever. These I categorized as "hidden fees" because prior to signing up, I clearly read the terms of agreement and these fees were not listed.
I also monitored my data usage over the phone and online and it stated that nothing was used. I have screenshots if needed, to prove this. When I contacted FreedomPop to cancel my service and request a refund they replied after 3 days and issued a refund of $9.12.
I am not happy with the refund I received and expect a full refund of $34.98. Since they refunded $9.12, I want the balance of $25.86 refunded since I only used the service for 12 days.
I also had no clue that FreedomPop doesn't even offer a real cell phone service. instead they offer something similar to Viber. You can't make real phone calls or receive real phone calls. Instead you have to open the FreedomPop app and have an internet connection to make a call.
So basically, FreedomPop only offers internet service, a make believe SIM card and an app.
I feel FreedomPop's service is subpar and they use unethical sales practices and charge way overpriced fees. For what they charged me I could have went with MetroPCS and paid less for one month than FreedomPop charged me for 12 days.
Additionally, FreedomPop claims that they are free. While I understand that nothing in life is free, their service is not only "paid" but also overpriced compared to other cell phone companies and definitely not worth it.
Sincerely
I would like a refund in the amount of $25.86.
On 8/16/17, the customer purchased 2 SIMs from FreedomPop - the prices of the SIMs were $0.99 and $13.98 respectively.
For SIM XXXXXXXXXXXXXXXXXXX, the customer was charged $15 on 8/28/17 for an automatic top-up as the customer went over their data allotment. 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. 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.
We educated the customer regarding automatic top-ups and provided a refund of $9.12 for the unused data from the top-up on 8/31/17. This account remains open.
For SIM XXXXXXXXXXXXXXXXXXXX, the customer downgraded their plan. We require a $5 credit on a customer's account to cover the customer in the event the customer exceeds their data limit. The customer chose to cancel this account. As the customer did not utilize this credit prior to cancelling, as a courtesy to the customer, we have refunded the $5.00 credit.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello
I want a full refund. I cancelled my account because I don't like dealing with shady businesses. FreedomPop making it difficult for users to understand how their service works makes them shady. Putting up mazes on their site through which customers must go through makes them unethical. These business practices are just wrong. This is not the way to build a long lasting business. FreedomPop's main goal is to try to swindle customers out of money for as long as they can. FreedomPop never had the intention of keeping me as a customer. It's evident that their main intention is to make as much money off of this particular transaction as possible. This is why FreedomPop is trying to refund part of my money and not all of it. I know for a fact that I didn't use FreedomPop's data unless they have software in their app which disables my wifi so it can use their data. I made about 3 calls which were less than 2 minutes each and always use my Wifi connection so this is just an attempt by FreedomPop to make easy money.
As for the 2 Sim cards, I never ordered 2 cards. I ordered FreedomPop's service and chose a phone number and paid the initial fee. FreedomPop took it upon themselves to send 2 sim cards from 2 location (aka more mazes). I didn't even open one of the sim cards. I only opened the first one. It's a shame that FreedomPop lived up to my expectations. The minute I entered their site I had doubts and questioned their "free service" and unfortunately, FreedomPop proved to be what I thought.
As for another account which I supposedly have, I want it CLOSED! I closed my FreedomPop account and didn't know that FreedomPop made more accounts on my behalf. This mazes are just ridiculous. What now I can't even close my account in a simple enough manner?
We processed a refund for $9.99 for one of their SIMs and $.99 for the other SIM. Customers have at least 3 options at sign-up. Customers have the ability to choose our free plan, our trial plan or an annual plan. These charges are clearly marked prior to the customer placing any orders. FreedomPop's process allows the customer to purchase an additional SIM for $0.99 post checkout. The customer may have inadvertently clicked on this offer to receive the second SIM, but we do not send or charge for an additional SIM without the customer's consent. Additionally, the customer would receive 2 receipts with the charges clearly stated after their purchase.
While the customer states that they did not use the device, we have data records of the SIM being used from 8/19-8/29 which resulted in the customer going over their plan by 295MB. While the charges for usage are valid, we have refunded the addition $5.88. throughout the e cannot refund the remaining amount of the $15 charged beyond the $9.12 we previously refunded as the customer went over their data allotment by 295MB. The automatic top-up is disclosed in our terms of service which were agreed to prior to signing up.
Also, we noticed the customer left one of their SIMs active and was appropriately charged $27.98 for not downgrading their subscription prior to renewal. 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. We have refunded the customer for this charge and closed their account per their request.
I have contacted them several times about issues with my refund... they have sent me emails saying the refund has been processed but still no refund
They aren't very good listeners and they've hung up on me several times all the information they have gave me has been wrong!! I can't get through to the billing department because of this wrong info!! I want my money back!! I think they are scammers!! Something's got to be done
I want my money back
We are sorry to hear about the customer's unpleasant experience. We show the customer emailed FreedomPop on 8/23/17 stating that they ordered 2 hotspots but only wanted one hot spot. We were able to cancel the order for one hotspot, but due to a technical issue the refund did not process back to the customer's account. We processed a refund for $19.99 on 9/15/17.
The customer later emailed and stated they wanted to cancel both devices. We were not able to stop the second device from shipping. Once our third-party warehouse accepts the shipment, it is impossible to stop the process. We informed the customer to refuse the device, and the refund would process 3-5 business days after the device is received back to our facility.
The device was not refused and was delivered to the customer on 9/1/17, and the tracking number is XXXXXXXXXXXXXXXXXXXX. As a courtesy, we have processed a refund of $19.99 on 9/15/17 for this device. Both of these accounts are in a cancelled status. The user should not incur any further charges on the account.
Unlimited Calling and Unlimited Text-Not truly Unlimited. It has limitations that are not clearly shown to the consumer upfront.
On 4.9.17 approx. 4:22 p.m. MST my cell phone service was interrupted during a call and said that I had ran out of minutes and needed to add money. It was my first month of service with this company so I wasn't sure what this meant. I had purchased the Unlimited Calling and Unlimited Texts with 2GB plan for $24.99. I had to go the rest of weekend with no Cellular service but I had texting capabilities and the usage of the data. There is no way to reach the company over the weekend, so I had to wait til 9.11.17 to reach someone at customer service.
On 9.11.17 approx 7:15a.m. I was connected to representative *** R. tried to explain to me that the "Unlimited Plan" that I have has a limitations of 2500 calling minutes and/or 12 hours per call and 5000 minutes of texts per the Terms Of Service-Fair Usage Policy. Only in the Terms Of Service is this outlined for the consumer to see. Online when you view your account its says Unlimited Calls and Unlimited Text but does should the usage of Data (which most know that means usage is being counted.)
To change the wording to suit the true service value i.e. 2500 Minutes per month and 5000 Text per month.
Per our Fair Usage Policy (https://www.freedompop.com/fair_usage_policy.htm), the monthly plans are subject to a usage limit of 2,500 minutes and 5,000 text messages per month. This policy is part of the terms which are agreed to prior the customer signing up for service. The customer can also contact us, and we will review the account to ensure there is no evidence of abuse. If there is no evidence of abuse, we will provide additional minutes for the remainder of the billing cycle.
The customer was previously refunded $30 on 9/11/17 and $24.99 on 9/13/17. Besides the sign-up fee and $0.54 for the VIP service charge, the customer has received refunds for all other charges on the account.
Works for no monthly charge. Would be tuff to complain. will replace *** as home phone
Hello ***, we're happy to know you're enjoying FreedomPop and able to save at the same time. We hope this continues to be the case and we thank you for your review.
EXTREMELY rocky start (with FREEDOM POP since its inception) but all of the 'issues' seem to have been addressed/solved ð???ð???
Hello *** we're glad to know you've stuck with FreedomPop after the initial hiccup. We hope you are able to enjoy FreedomPop to it's full potential. Thank you for your review.
The Device worked as advertised but the only problem was the cost of a debit or credit card, instead of refill card and pins.
Hello ***, we appreciate your feedback as we are always looking to please our users. We hope you continue to enjoy your FreedomPop device.
A good service, but customer must be very, very careful.
Hello ***, we appreciate your review as we are always looking to better our services in every aspect. We hope you continue to enjoy FreedomPop.
Good service
Hello *** thank you for your review. We hope you continue to enjoy FreedomPop.
Freedom Pop has been charging me in the amount of $27.98 twice every month for a total of $55.96 every month since May 2016, even though the service had been cancelled since last year. I have been trying to call their Customer Service number XXX-XXX-XXXX, but the outgoing message states to log online, and the phone hangs up. There appears nothing available online on their website for me to resolve the issue.
Product_Or_Service: Phone service
Order_Number: Not available
Account_Number: Not available
Other (requires explanation) Cancel the account, remove my name permanently from their records and refund all the charges they have been making in the amount of $559.60 they have been making since last year!!!!!
Our records indicate the customer ordered a Kyocera Hydro on 9/3/16. The order included a 1-month free trial of our Premium 1GB Plan ($19.99 after the first month) and a 1-month free trial of our FreedomPop 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 customer did not downgrade their subscriptions, the account was charged $27.98 once every month for the monthly plan. We do not show any records of the account being charged twice. If the customer has another email address that a different account may be under, please provide that email so that we may investigate.
We also cannot locate any records of the customer attempting to close their account prior to 5/29/17. We promptly closed the customer's account at this time and no further charges were incurred on this account.
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/.
Per our terms of service (https://www.freedompop.com/service_plan_terms.htm), a customer has 30 days to notify FreedomPop of any disputes with charges for a refund. Even though the customer is well beyond 30 days, FreedomPop has provided a refund of $111.92 for four months of service between 2/10/17-5/10/17.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedom Pop's action to close the account, make no further charges to the account and refund $111.92 is acceptable at this time. Thanks for the timely action!
It has worked very well for calling people. If we use for browsing then the speed is low. It is fine to use in USA and in Europe. It should be extented to other countries
Hello *** we're happy to know our services have worked very well as we appreciate your feedback. We are always looking to expand our services so please stay tuned. We thank you for your review.
Really satisfied with this service, excellent value for money and good service, too.
Hello *** thank you for your review. We're elated to know you are really satisfied with FreedomPop. We hope this continues to be the case and you continue to save. Thank you for choosing FreedomPop.
The service is good. But I feel the website is a little confusing when trying to downgrade.
Hello *** thank you for your feedback as we are always looking to make the experience as easy as possible. We hope you continue to enjoy FreedomPop and we thank you for your review.
This company offered a free month of service which can be downgraded to a free plan. There was an additional service that also had to be deactivated
The option to terminate the additional service was buried under many menus in third website. The design is intentionally built to be deceptive
Full refund of all charges.
FreedomPop's plans and add-on services are both conveniently located under the "My Account" tab when a user logs into their FreedomPop account. The Plans, Services and International add-ons are separated into separate so that our users can see which subscriptions they are subscribed to in any one of the sections.
As a courtesy, our FreedomPop representative granted a refund of all charges to the customer after sign-up ($28.97 in total) on 9/12/17.
(The consumer indicated he/she DID NOT accept the response from the business.)
While I am pleased with the refund, the site should be redesigned. Which services the customer is subscribed to is not readily accessible. The customer has to click on every service to see if he/she is signed up for it.
Billing screen also makes it opaque as to what service I was paying for.
I received the SIM card in July for $0.99 and I losted and because I never activate the service I thought it shouldn't be any problem and you know what they were charging my credit card $33.00 every month since I got the *** SIM card at this point they have stolen more than $100 dollars from me this is ridiculous I will fight for my money since I never got any service from them.
Hello *** we're sorry to learn of your SIM being lost before being able to use it. However, every SIM is already activated upon shipping to ensure the starting process is as hassle-free as possible. Therefore, the accounts are activated once the SIM ships. This information can also be found on the SIM packaging itself. Please reach us at *** contact or at forums.freedompop.com so an admin may assist you.
They were very helpful with setup of my phones when I first started using FreedomPop, since then they ave also been very responsive. I have some problems with reception sometimes but overall it has been very good both domestically and intenationally.
Hello *** we're happy to know you were able to receive assistance when you first started using your device. We hope you continue to enjoy FreedomPop. Thank you for your review.
What's not to like? I had an old iPhone and an older relative who we felt needed a cell phone for emergencies. The SIM card arrived promptly and was easily activated. The connection is clear and consistent. When we upgraded from a 3G SIM to a 4G SIM a customer service rep emailed us to make sure the transition went well. We have been signed up with the free plan for several years now and are truly grateful for the service
Hello ***, we are grateful for your review, thank you. We are elated to know you are able to enjoy FreedomPop as we hope this continues to be the case moving forward. Thank you for choosing FreedomPop.
Account with phone number closed.
Ref: ***@gmail.com
Phone: XXX-XXX-XXXX
Checked my Chase credit card ending 0256 account on-line for current balance.
Noticed $2.49 charged. Further review showed charge started in May 2017, minus one month that was not charged.
Checked separately, my email (***@gmail.com) and the same email for the account at FreedomPop.com. No notice or confirmation that any service, or charges had been requested or established requiring a billing for $2.49.
Rightly concerned that someone is making fraudulent charges to my credit card, an email was sent regarding this concern, along with the statement that I would be contacting my bank credit card to dispute the charges, on Wednesday, September 6, 2017.
Immediately after sending the above email to FreedomPop, I notified my bank credit card company, of the concern, and disputed the charge(s).
Afterwards, I received three emails from FreedomPop this morning. The first, to confirm the credit(s) back to my account. The second, stating that I wanted to close the account (which was not true, and was not requested), but the account was closed. The third (and subsequent emails), stating that company policy was for any disputes to be addressed-resolved by FreedomPop first. If not, services would no longer be available to me, either to reinstate the account or to open a new account with FreedomPop.
At one point, a representative stated I could have my account, phone number restored, if I contact the bank to inform FreedomPop that the dispute was cancelled, FreedomPop would reinstate the account, and notify me by the account email.
Separately, two representatives at FreedomPop stated I could reopen the account, if I go with the annual plan at $79.99 and if the plan does not meet my needs after a couple of months, I could let FreedomPop know to change my plan back to the original free plan, Basic 200.
Following through on either of the above two,resulted in no assistance.
Summary, it is common sense and through security awareness, if anyone suspects fraudulent use of one's credit card, the bank must be notified immediately to stop the suspected unauthorized charges. That is what the banks wants everyone to do First. The bank dispute was in good faith and the results were responsive and responsible.
Under the circumstances, my account-phone number-service should be reinstated. If the account continues to be closed, I should be allowed to retrieve and tranfer my phone numberm XXX-XXX-XXXX.
Restore my account, service and phone number. As a result of no fault of my own, and for following accepted recommended procedure, when suspected fraudulent credit card charge(s) are being made. If the ethical, responsive and responsible action I took is not recognized, at least transfer my phone number (XXX-XXX-XXXX) to another service provider of my choice.
Our records indicate that the customer entered into a free trial of the visual voicemail on 5/20/17. This free trial becomes a paid subscription on their next billing cycle. This is disclosed prior to the customer enter the free trial. Therefore, the customer was charged $2.49 for this service on 5/30/17.
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
As a courtesy, we have reactivated the customers line of service. The customer was previously refunded the 4 charges for $2.49. In the future, please refer to the terms of service prior to making a dispute with your bank.
(The consumer indicated he/she ACCEPTED the response from the business.)
Preliminary acceptance pending verification of service.
Major frustrations due to:
a. Not getting text messages when I thought that was part of the Basic 200 plan (free 500 MB/month) which I don't use much, and receiving several prompts to try another service,Visual Voice Mail, to remedy it.
b. The impression that I was not getting Visual Voice Mail results.
c. Unknown and difficult to get to the page to cancel add-on services, i.e. visual voice mail, because I did not get results.
d. Calling the company numerous times, and diverted to recordings, or to someone in India, or to some other live person that would transfer me to someone else, that could not help me, or offered another service plan for a fee, then transfer to another department that would NOT provide any service.
e. Trying to get to "Contact" the company page directly, on-line, to enter your concerns and submit it. Instead, being transferred to a page that prompts you to enter your email and password, but doesn't accept it, even when it was changed on-line.
FreedomPop needs a simple user friendly on-line (and phone) process/format to communicate concerns on service issues.
The policy to "immediately" cancel ones critical "personal phone number" and service, without even a minimum 5-day notice, is unethical and unprofessional. Because in this situation, a customer in good faith and cause, "Suspects Fraudulent Charges", and clearly "Not Satisfied" with the service, is REQUIRED to CONTACT the BANK FIRST! All other companies allow this remedy.
I was contemplating on doing more business with FreedomPop, including promoting the company's initial purpose.
There must be a simpler user-friendly and efficient process to access, communicate, and provide satisfied services.
Please ensure the messaging app is updated. Here is a link to instructions in the event you need assistance - https://support.freedompop.com/app/answers/detail/a_id/3168/kw/update%20messaging%20app.
Please also ensure to sync account data - https://support.freedompop.com/app/answers/detail/a_id/3194/kw/sync%20account%20data
(The consumer indicated he/she DID NOT accept the response from the business.)
I'm not a computer technician.
It has been for the most part a good experience. I however only had the phone a few weeks and then dropped it. Well it broke the glass screen. I had to reset the phone to try and recover the account but that didn't work either. Even though it was within the first 90 days, the phone will not be replaced. So will look for another upcoming deal to get in on.
Hello ***, we're sorry to learn about your device's screen being cracked. We encourage you to visit shop.freedompop.com as we generally have deals. We thank you for your review and hope you enjoy FreedomPop when you do have a device. Also, feel free to reach out for assistance at forums.freedompop.com.
Freedompop is a legitamate business. It offers several tiers of phone service. Customes service works best through email. It takes patience, but their support will eventually address your concerns. For the price, it is a good deal.
Hello ***, we're glad the price is right and to your liking. We hope you continue to save by sticking with FreedomPop. Thank you for your review.
I have been using Freedompop for a couple of years and have found it be a cost effective solution to high price cell phone plans. I am not a high usage cell phone user and primarily use it for texting and smartphone applications like email, radio, and navigation. I mostly use it with wifi but the 4G data has been very good for me in the Dallas/Fort Worth metroplex area. The cell phone quality can be a bit spotty but has been increasingly better and quite usable since I use less than 100 minutes a month. I don't know if Freedompop is a great fit for someone who's cell phone service is absolutely critical to their life style or business, but I would definitely recommend it for the person who uses the cell phone as a convenience and want to help their budget as I find it to be a great value for me.
Hello ***, thank you for your review and we couldn't be more happy to know you are able to save by choosing FreedomPop. We hope this continues to be the case along with enjoying our services.