FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Unauthorized charges to creditcard although accounts were downgraded to a 'free' plan. After accounts were cancelled, they still charged my creditcard
In September 2018, I signed up for two Freedom Pop accounts (*** and ***) with the promise that I could downgrade to a free plan within 14 days. On September 18, 2018, I downgraded both accounts and was sent email confirmations to show that both accounts was downgraded "to the free plan".
In March 2019, I noticed a bunch of unknown charges on my credit card from Freedom Pop. I attach a PDF which shows the billing history on my 'free plan' (this is just for one of the accounts).
I am also attaching a PDF (for one of the accounts) which shows that "My Plan" was to be a basic plan that was "US$0.00 monthly".
Therefore, despite the confirmation email of my downgrade within 14 days and the statement that it was a "free plan" for "US$0.00 monthly", Freedom Pop billed me a "monthly charge" of US$30.46 on 21 September, 2018 and a "monthly charge" of US$54.74" on 21 March, 2019. I never authorized these charges.
I tried calling Freedom Pop many times but no one picked up. I then emailed Freedom Pop on 23 March, 2019 challenging these charges and asking both accounts to be cancelled immediately, and their response was that:
"...you have an LTE SIM Kit - 3-in-1 - Voice/Data Bundle purchased on 09-04-2018. I have noticed that you signed up for Premium LTE 2GB Unlimited Semi-Annual for $77.94 and FreedomPop Phone Premier Semi-Annual for $41.94. I do see that Premium LTE 2GB was downgraded on 09-19-2018 but FreedomPop Phone Premier Semi-Annual is still active, that is why on 03-21-2019, you got charged $41.94 plus taxes and mandatory fees.
I am sorry to inform you that we are unable to refund $41.94 since even though you will deactivate that service, you will be able to use all the benefits of the plan for six months."
Their answer seems to be that my downgrade only applied to part of each account so they are still entitled to charge me somehow. It seems like a scam to downgrade only a specific part of the account and hide this from the consumer so that they are unaware they will still be charged. But even then, how can the "$0.00 monthly" be explained? Furthermore, although I am cancelling 3 days after they charged my credit card, they refuse to refund my money, claiming I can still use their accounts for the next 6 months, which I have no need of, and have never used. Typically, a company will refund a consumer if they have misled a consumer or if their billing practice is unclear. I have never encountered this before. The structure of 6 -month billing cycles for monthly charges is also suspect - a consumer is less likely to notice a charge every 6 months than every month.
Then, on 21 September 2019, just a few days ago, Freedom Pop again charged my credit card $54.74 twice for these accounts which I had asked to be cancelled in March 2019! This is actually a different credit card but they had latched onto my credit card as a recurring charge.
I have asked Citibank to investigate and in the meantime they have to reissue new credit cards.
I would like all the unauthorized charges refunded to me, as well as the return of my deposits. They are (for each account): $20 (deposit) $30.46 (charged in September 2018) $54.74 (charged in March 2019) $54.74 (charged in September 2019) = $159.94 For two accounts - $159.94 x 2 =$319.88 I would like the amount of $319.88 refunded to me.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 9/4/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year 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 through our self-help tools.
The customer downgraded their Premium LTE 2GB Unlimited plan on 9/18/19 for which they were not charged thereafter. However, the customer left FreedomPop Phone Premier service active which has resulted in continued renewals of the service until 10/3/19 when the customer's account was canceled.
Upon further investigation, we can confirm the customer's disputed the most recent charge with their financial institution. Unfortunately, there is no further action FreedomPop can take on this case as the customer will have to resolve the dispute via financial institution. FreedomPop's policy states the following which can be found in our TOS:
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
(The consumer indicated he/she DID NOT accept the response from the business.)
It is false of Freedom Pop in their reply to say that
"...the customer left FreedomPop Phone Premier service active which has resulted in continued renewals of the service until 10/3/19 when the customer's account was canceled."
The company deliberately obscures the customer's continued phone service subscription despite the downgrade of the plan subscription. When the plan is sold to the customer, it is sold as ONE subscription. When you want to cancel the plan, it is suddenly split into TWO subscriptions -when you downgrade, only the LTE 2GB UNLIMITED is downgraded, the Phone Premier remains silently actively in the background with 6-mthly billings to make it more unlikely that customers will notice these unauthorized charges!
If you examine the history of complaints against Freedom Pop on the Revdex.com, you will see a pattern of fraudulent and dishonest business practice. This is just crying out for a class action lawsuit.
I also would like to make the point that I have an email exchange with ***, a representative of Freedom Pop on 3/23 and 3/24 where I asked for both accounts to be closed immediately. The accounts were NOT closed as requested.
It was because another round of unauthorized charges were made in September that we had to contact Freedom Pop again and the accounts were finally canceled. Basically. they did not cancel these accounts when I first told them to in March 2019.
Freedom Pop also has not addressed the question of why the PDF of my account shows "My Plan" was to be a basic plan that was "US$0.00 monthly" and there were still monthly charges.
I am happy to forward them this PDF.
I would like Freedom Pop to refund all the money charged to my card as laid out in my complaint.
Thank you.
We're sorry the customer does not accept our response due to being charged for the FreedomPop Phone Premier Semi-Annual service. However, upon sign up, customers are sent a follow up email with their order details which informs them of the plan and the vas. The follow-up email provides an amount a customer will incur should they not downgrade, deactivate services or cancel their account prior to the trial's conclusion.
Our TOS state a customer disputing a charge we deem valid is subject to suspension. Therefore, the customer's account was canceled due to the violation of our agreement. Customers must then resolve the dispute with their financial institution.
Unfortunately, there will be no further action taken on this complaint due to the violation of our agreement. We apologize for the inconvenience.
They were supposed to ship me to sim cards for cell service. The sim cards never arrived but they have already started charging me for service.
Their policy is to ship what they call pre-activated SIM cards, which do not require activation. This in principle reduces the time to activate the service. However, in my case the SIM cards never arrived. However, they have started charging me for service. I sent them an email inquiring about the issue, but I got what appears to be an automated response stating that they sent an email when an item is shippedtheir response had little to do with the actual content of my email.
The phone numbers associated with the above two pre-activated SIM cards are: *** and ***. Those were the numbers that were assigned by the company.
I will like the company to refund the $47.01 that they have so far withdrawn from my accounts and cancel the order that they failed to deliver.
We're sorry to learn of the customer's unsatisfactory experience with us regarding the trial starting prior to receiving their device. In the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
Unfortunately, we were unable to locate an account with the phone numbers provided. We ask the customer to provide the email associated with each account so we may assist in canceling the account.
Should the customer wish to cancel on their end, they may do so at anytime by logging in at *** and selecting "Settings" > "Account Status" > "Cancel".
1 phone & Several charges
FreedomPop app used old monthly account & annual sim installed. Charged monthly & yearly fees on 1 phone. No obvious bills
To start, the FreedomPop phone app chose the wrong monthly account (the user has no choice in what account it chooses) even though the yearly SIM was installed in the phone. In turn I was still being charged monthly fees even though I was ONLY using the annual SIM in 1 phone.
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Partially why the monthly charge didn't concern me was because the website's verbiage aligned with the monthly charge and even clearly states $12.50 MONTHLY even though it is a Yearly charge. (See attached). My wife purchased the SIM and I was the one looking at the monthly charges so I just assumed it was a year contract... at $12.50 a month. Seeing "$12.50/monthly" on their website and $14.11 on my bank statement made me think they were charging me monthly for the annual SIM card, ($14.11 looks a lot like $12.50 charge with tax/fees) but in reality we bought a $170 SIM card and still paid a monthly balance for a SIM we did (or should not) have been using.
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I truly feel the website is set up to purposely confuse the end users. I was under the assumption I had one account due to the website only showing 1 device usage and billing history by default with no clear indication you have multiple accounts without knowing their website well. I assumed by purchasing the annual SIM it canceled the other active SIM by default because now it no longer showed the old SIM (without specifically clicking to another "account" within the same account).
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What first alerted me to the app using two SIMs for one phone was a few months ago the "unlimited texts SIM" sent me the "You have used 80% of your texts" email. After several emails, their customer service was no help and then went silent. Then I couldn't even log on to their support page without paying a $4.49/month charge for "VIP service". Only after trying to fix it myself did I then discover the old accounts were still active. Then about a month later I see another $170 charge for the yearly service.
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And to clarify the claim the website is intentionally confusing, since one email address can have multiple SIMs, the billing portion for each can be out of site and hidden unless you realize the old phones are still active. Also there is not an option to receive a printed or emailed monthly bill. You have to know their website well to clearly see all the charges. One additional note is you are able to sign up for services with a simple click in their app but it takes signing in to your account, selecting the correct account, hunting down the right button, and re-entering your password *** cancel services. Now, I cannot even see my past bills anymore because (fed up by the lack of response from freedompop's support) I canceled all unused sims but I am still out the $14 x 12 months ($168).
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FreedomPop has responded to the above with "I regret to let you know that as per our Terms and Conditions, under Freedompop Payment Terms: All payments made by you to FreedomPop are final and are non-refundable. Please refer to the following link to review our Terms and conditions"
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Also, I noticed a $0.01 charge several times per month. I am going to be nit picky now and request those also get refunded.
The monthly charges refunded from the unused accounts. Approx $168 total.
Document Attached
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Please note all ordered SIM cards from our website are shipped active to ensure an easy set-up right out of the box.
Our records indicate the customer ordered an LTE SIM Kit - 3-in-1 - Voice/Data Bundle on 02-03-2017, which includes a free trial of our Premium 2GB LTE Unlimited plan and FreedomPop Premium Plus service. These trials become paid subscriptions that are charged accordingly if not downgraded before renewal.
Within the terms of service, if downgrade or deactivation of services at the conclusion of your free trial is not completed the service will remain active and automatically renew at our then-current rates. Because no action was taken before the ending of the trials, the renewal charges were applied.
This is disclosed before checkout and reiterated in a follow-up email which includes their order confirmation, subscription details, and instructions on how to manage their subscriptions through our self-help tools.
We can see the consumer contacted FreedomPop's customer service on 03-13-2017, in that occasion, our representative processed two refunds in the amounts of $32.98 and $5.00 as a courtesy, and also deactivated the valued added service to avoid unwanted charges.
In the faith of good customer service, we've previously processed refunds in the amounts of $11.33, $11.52 and $14.04 for this account.
Our records also indicate this account was downgraded from Premium 2GB LTE Unlimited to Basic LTE 200 on 03-13-2017, however, we can see the consumer activated and deactivated different services on different occasions after all paid services had been deactivated on the account which caused the charges applied.
Regarding the $0.01 charges, as a consumer, we want to ensure that service is always available. Therefore, a maintenance verification charge of $0.01 is applied when a basic plan does not meet one or all of the following conditions: (a) do not make a payment for excess usage, Value Added Services, or Other Services in any particular month and (b) use less than 5mb or make fewer than five (5) calls in any given month. We've provide a link to our TOS for more information associated with the fee. ***
This fee is applied as per our terms of service which must be manually agreed to upon sign-up.
Live agent support over the phone does require a paid subscription of Premium VIP support, but we do offer 100% free support via social media at ***.
The customer can cancel their account at any time by logging into *** and selecting "Settings" > "Account Status" > "Cancel".
Our ToS reference that all payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
We understand your request; you reserve the right for disputing; however, in accord with our terms of service, we will be unable to issue any more refunds for this account.
(The consumer indicated he/she DID NOT accept the response from the business.)
This does not address that their app was malfunctioning / running incorrectly on my phone where I had two phone numbers (accounts) on one singular phone. Only one (1) phone was in use even though I was being charged for two (2) accounts. The app was malfunctioning plain and simple and in turn, I was being double charged.
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This also does not address their misleading website. It is intentionally setup to confuse and misinform the end user. It does not have any way to view a single account (meaning, using one email address to see all phone numbers and charges) on one single page. Simply put, one month of charges will ONLY appear on multiple pages with no way of receiving a single monthly invoice on one complete document (even if you ask customer service for a combined invoice!)
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For example, It's possible to have 10 phone numbers under one email address. However, the website will only show that you owe for one phone number in the billing section. To see all 10 phone number's bills, you have to one by one, select the individual phone number and calculate your "monthly bill" manually. Compound all that with getting a new SIM for your phone. This does not mean your new SIM replaced your previous SIM card; you now have multiple accounts but FP's website still only shows one "SIM" or phone number at a time.
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I work on computers and websites for a living and I'll admit, this bamboozled me. Now imagine a person who has no computer skills. They could possibly be charged hundreds a month and only see a bill on FP's website for $20.
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Technically... is all the info there? Yes, but essentially, unless you dig deep in to your account, (at best) these are basically HIDDEN DECEPTIVE FEES.
We're sorry to learn about the customer's confusion and appreciate the opportunity to provide clearness.
For security reasons, we allow up to five device activations under the same account, meaning, a maximum to five devices may be associated with the same email address.
Each device will be assigned to an individual sub-account.
However, consumers do have the option to activate their devices by using different email addresses so each device is assigned to a different account.
Or, as we mentioned, if it better suits the consumer, they can use the same email address and manage their devices using the same account separated on up to five different sub-accounts.
To avoid confusion, the customers can change each sub-account name and identify each one of them to their convenience.
All customers receive an order confirmation email and are notified they are ordering an additional device. All information is disclosed before check out and reiterated on the follow-up email which includes order confirmation, subscription details, and instructions on how to manage subscriptions through our self-help tools.
The customer can cancel their account at any time by logging into *** and selecting "Settings" > "Account Status" > "Cancel".
We'd like to clarify, that although there is no monthly invoice, each device sub-account has a billing section available where consumers may find a detailed breakdown of the charges applied from the sign up until the latest billing cycle. These billing cycle view is only available as long as the sub-account in question remains active.
Although the information is disclosed and confirmed on a follow-up email. If the consumer has questions or doubts they can contact us at any time by reaching us through our 100% free support via social media channels like Twitter and Community where our representatives are more than competent and ready to assist.
The customer may easily reach us by visiting ***
We thank and appreciate the customer's understanding throughout this process.
I have never granted FreedomPop authority to charge my credit card over $38 per month. I do not know what the charge is for. It is fraudulent.
I once bought a phone that required I purchase minutes for as they were used up. I never authorized upgrade nor did I receive a new or upgraded phone. I am being robbed every month.
Attempted phone an online contact today!
We're sorry to learn of the customer's unsatisfactory experience and appreciate the opportunity to provide some clarity. However, we were unable to locate an account associated *** along with the credentials associated with the complaint. We ask the customer to provide the email and phone number associated with the account in question so we may provide a proper investigation.
We look forward to the customer's response.
Charged $113.09 for a service I do not want and can't use.
I purchased the $0.01 SIM card on September 2nd and was told I would receive it in 5-7 business days yet I have not gotten it and therefore not used the service 18 days later. When signing up I was told that it was free every month with the $0.01 SIM card. The email I received did say that I would be charged $98 14 days after I started using the service which I have not. I have currently emailed them and opened a dispute with them on PayPal, next step is with my bank.
Refund the full $113.09 and cancel all services.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 9/2/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year 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 through our self-help tools.
Regarding the start date of the device, in the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
According to our records the orders details are as follows:
Shipped Date: 09-01-2019 5:00 PM
Service Start Date: 09-03-2019 5:00 PM
Return Qualification End Date: 09-17-2019 5:00 PM
Therefore, as the account was neither downgraded nor canceled prior to 9/17/19, it incurred a renewal charge which is considered valid on our end. However, as we detected an attempted dispute with the customer's financial institution (a violation of our agreement), the account was canceled and a refund honored on 9/20/19. The customer may refer to our TOS by visiting the following link at their convenience.
https://www.freedompop.com/service_plan_terms.htm
The account remains canceled and no further charges have incurred since. There is no further action needed on this case.
Ported my number out one month before renewal so no number on the account. Canceled account per their instruction within their 14 day time limit. NO refunds. Billed over $100.00 for the next 6 months no usage or even the ability to use the service. Politely asked for refund and was summarily told sorry no refunds. Used their service for more than a year put up with substandard service because it was cheap. Now no refund on services never rendered. I hope I can participate in a class action lawsuit. STAY AWAY!
Hi Rob,
We've made our best efforts to be as transparent as possible by disclosing any/all charges prior to sign-up and renewals. However, as you feel there's been a billing error, we will reach out via email at ***@gmail.com with Revdex.com REVIEW provided in the subject line so we may investigate for any discrepancies.
Freedompop charged me $20 without my autorization
7/10/2019 I ordered a sim card from Freedompop. 7/19/2019 I deposit $20 to my account for top up and downgrade my account to free acoount.
9/12/2019 Freedompop charged me $20 (Transaction Number: XXXXXXXXX) without my autorization. I contact freedompop to refund and the customer service rep informed me can't make refund.
I'd like to get the refund of $20 they charged without my authorization.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. The customer's account incurred $20 upon downgrading from Premium LTE 2GB Unlimited Semi-Annual to Basic 200 Semi-Annual on 7/18/19. This was incurred due to the fact that we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
However, this account credit expired within 30 days due to not being used. FreedomPop credit becomes inactive if not used within 30 days, but customers can easily re-activate this credit at no cost by logging into their account at my.freedompop.com> Billing> Scrolling down to the bottom where it reads "Your credit balance has expired. Activate Credit."> then clicking on "Activate Credit"
As the customers account credit had expired and was now at $0, they incurred a second charge in the amount of $20 which was added in account credit due to exceeding their data allowance for the billing cycle of Aug 27, 2019 to Sep 27, 2019. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
After further investigation, we can confirm the customer has reactivated the account credit to accrue a total of $37.14 in account credit. Due to the confusion, we've honored a courtesy-refund in the amount of $20 as well as deducting this from the account credit. We ask the customer to allow 4-7 business days for the refund to process.
The customer now has $17.14 in account credit for the account associated with ***@hotmail.com.
We hope we have helped provide some clarity on the matter. However, should the customer feel otherwise, they may respond to this case and we will gladly provide a response in a timely manner.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the refund, BUT about the Top-Up feature, they said "You can turn off this feature at any time.", the true is: to turn off this feature you MUST pay $1.17 monthly.
Sent me a product that did not work and did no exchange or return for it after saying they would
I ordered a hub and internet data from freedom pop on May 6th 2019. When the device was sent, I found it was defective and did not hold a charge. I quickly downgraded my plan with them because the device was defective and did not work. I tried to reach out to them many times in vain, but they do not offer customer support aside from a general help website if you downgrade your plan. I tried up grading temporarily and tried numerous times again. Eventually, I was able to get a hold of someone via their online help *** Question Reference # XXXXXX-XXXXXX. I discussed my issues and to that date, had not used any data with this company because the device was still defective. He asked me to send the device back for an exchange. I did that and never received a replacement, and it has been months. I have had so much trouble and have already given them $40 in upfront costs that I now just a refund. I wasn't given a working product, their help and support was very conditional and caused me to spend more money to get help from them, they said they would expedite a replacement, and that never came. It is $40 in sunk costs plus the amount I had paid to upgrade to even get their help, which did not pan out. I would like a full refund. My original order number was ORDER ID is XXXXXXXXX.
I'd like a $40 refund for sunk costs in defective devices that were never replaced
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot(Order #***) on 5/6/19 and was shipped on 5/21/19 with a return qualification date of 6/6/19. Due to the customer reaching out to support until 6/26/19, they were out of the 14-day return qualification for a full refund. Therefore, the customer was issued an exchange RMA on 6/26/19.
Unfortunately, as our Netgear Unite is currently in BKO due to high demand, we have honored the customer's request for a refund of the sign up order which is in the amount of $38.98. We ask the customer to allow 3-5 business days for the refund to process.
The account associated with *** has been canceled as the sign up order has been refunded. The customer should receive a confirmation email regarding the cancellation of the account.
As the refund has been honored and the account canceled to prevent any future charges, we will consider this case resolved. However, should the customer feel otherwise, they are more than welcome to reply here and we will gladly assist in a timely manner.
We thank the customer for their patience and understanding.
Failed to refund $15.Account Credit when they sold their business to Ting Mobile.
News articles state Freedompop sold their business to Ting Mobile 5/31/19. Never received any notice about my service from Freedompop, but did receive several emails from Ting mobile to port my phone number to them to maintain service. Attempted to contact Freedompop about the $15. credit that they charged my credit card on 2/14/18 that they required to be on account to maintain service on their free plan in the event I went over the free limit. I did not use their service after 2/14/18 and did not go over any limits. Can not get in contact with Freedompop about where my $15. is. Ting Mobile states they did not receive it from Freedompop. They sold me a hotspot device I can no long use because they sold their business, there was another $25. credit they charged to my account I can not find because they purged all my account information in Aug. 2019 after I sent an email to get my money back. At this point I am looking for your assistance in only getting the last $15. they stole from me on 2/14/18 charged to my credit card as reference number
$15. refund to me *** The credit card number ending in *** has been changed by my bank due to fraud so the card Freedompop has on account is not active and can not be credited by them. I refused to give them my new account number.
Our previous holding company, STS Media, recently transferred its CDMA (Sprint) customer accounts over to Ting. Customers have been contacted with instructions on what to do next via email at their listed FreedomPop account email(s).
Per migration protocol, any customers inquiring about balances pertaining to accounts interrupted by the migration to Ting should reach STS Media's dedicated migration team at *** for assistance with their request.
However, as a courtesy to all parties involved, we've intervened and will gladly assist the customer to provide an expedited response.
Unfortunately, after investigating the accounts associated with ***, we can confirm there is no active account credit in the amount of $15. Should the customer have an alternate account which was associated with the $15, we ask that they provide it so we may follow-up and provide a proper response.
(The consumer indicated he/she DID NOT accept the response from the business.)
I never received any notification from Freedom pop of the STS Media sale of my account. I did receive an email from Ting to migrate my phone number from Freedom pop to Ting. I immediately contacted Ting about where my $15. credit was being held. Ting told me they did not have it and I needed to contact Freedom pop which I was not able to do because they have no working phone number and they require you to purchase a subscription to speak to them by email. At that time I could access my account at Freedom pop which was in August 2019. It showed all the charges and credits to my credit card on my accounts page. Then all of a sudden my entire account history was eliminated from the Freedom Pop site. I never printed a copy of my account before it was eliminated never thinking this would happen. The $15. credit showed on my account before Freedom Pop purged my records. Have them send me my account record that they purged and it will show then $15. credit on account. My credit card statement also shows the the $15. charge. I can not understand how Freedom Pop can state they have no record of this $15. charge because they required it to be on account to keep the account open before they sold to Ting. Either I had no account before the sale to Ting or I had an account with the $15. in it. If I had no account why did Ting notify me to migrate my phone number to them after the sale by Freedom Pop. My credit card company told me they can't do anything about the $15. charge because it was over 90 days and the money was held on account by Freedom Pop. All Freedom Pop has to look at is the $15.00 they charged to my credit card on 2/14/18. What date do they state it was returned to me because my credit card company has no record of a credit back from Freedom Pop. Freedom Pop stated their records show no $15. Let me see the records because it was in the my account until they purged them from my ability to view them.
We understand the customer's dissatisfaction with our response. However, as previously stated our previous holding company, STS Media, recently transferred its CDMA (Sprint) customer accounts over to Ting. Therefore, the account balance previously associated with their account was owned by STS Media and the customer was encouraged to reach out via the email we previously provided.
In an attempt to help all parties involved, we've intervened as previously stated and so we ask the customer to provide the email which was previously associated with the account so we may investigate further.
We look forward to the customer's response and appreciate their patience throughout the process.
I have a credit with the company that it refuses to refund.
I had 2 accounts with FreedomPop. They sold our accounts to another company but refuse to return the credit balance I had with them. I had $11.63 on one account (***) and $20 on another
I would like my total credit balance of $31.63 refunded.
Our previous holding company, STS Media, recently transferred its CDMA (Sprint) customer accounts over to Ting. Customers have been contacted with instructions on what to do next via email at their listed FreedomPop account email(s).
Per migration protocol, any customers inquiring about balances pertaining to accounts interrupted by the migration to Ting should reach STS Media's dedicated migration team at *** for assistance with their request.
However, as a courtesy to all parties involved, we've intervened and attempted a refund in the amount of $11.63 and a second in the amount of $20 for the account credit associated with *** and ***. We ask the customer to allow 4-7 business days for the refund to process.
Should the customer be in search of a carrier and interested in activating with the new FreedomPop, Red Pocket Mobile - the new owner of FreedomPop - has long offered Sprint plans and will continue to offer them on all major US networks. Therefore, we've provided a link for further details which the customer is more than welcome to visit at their convenience. ***
We hope we've assisted in providing a satisfactory experience. However, should the customer feel differently, we encourage them to reply to this complaint for further assistance. They may also visit our free support channel at forums.freedompop.com where one of our more than capable representatives can provide some assistance.
We thank the customer for their patience throughout this process.
(The consumer indicated he/she ACCEPTED the response from the business.)
the company refunded the amounts I requested.
Described as free-I never authorized any payments other than $0.01 for a SIM card. Also was never able to get the service to work at all.
Money was pulled without authorization 3 times from my paypal account after the initial $0.01. The amounts were $20, $26.97, and $20 ($66.97 total). I tried with both freedom pop directly and with PayPal to get a refund and was denied. Apparently there was something in the fine print making it legal for them to change me without my consent even though they claimed their service was free and it never worked. Not even once. Call or text. In or out. This is a fraudulent business practice an people need to be protected and warned.
$66.97 refund
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 4/7/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year 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 through our self-help tools.
The customer downgraded their Premium LTE 2GB Unlimited plan on 4/23/19 were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which resulted in a renewal of the service.
Upon downgrading their Premium LTE 2GB Unlimited plan on 4/23/19, the customer incurred a $20 charge due to not meeting our minimum requirements. We require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
Regarding the $20 incurred on 9/5/19, this was due to our Top-Ups feature which was active in the customer's account. We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
As the customer's usage reflects 230MB for the billing cycle of 8/8/19-9/8/19, the account incurred a top-up charge of $20 which was reduced to $19.92.
Unfortunately the renewal subscription is considered valid on our end along with the top-up charge. However, we've honored a refund of $20 as a courtesy. We ask the customer to allow 4-7 business days for the refund to process.
We apologize for the inconvenience as no further refunds will be honored due to being deemed valid.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the company's response and the case may be closed, however I am not happy with their business practices because I was careful to comply with their criteria to the best of my ability so if I did not comply, they are being purposely deceitful in an effort to trick people into paying in a bait and switch. This would also explain why they never sent me notifications that they had charged me. I had to notice it on my credit card bill. I wonder how many other unsuspecting people are unknowingly be stolen from by FreedomPop.
Excessive billing for minimal service.
I ordered a FreedomPop Sim card on August 11th. We received the card on the 18th. On the 23th of August, FreedomPop automatically charged me for 6 months prepaid service. So I only had 5 days of a two week trial. Also, I was automatically signed up for an additional $24 service. This was never made clear to me me at signup. I went back and forth with their customer service via email about these charges (FeedomPop does not provide any actual agents to talk to). I cancelled on September 3rd. Their customer service rep informed me I would be out the $113+ in charges for only 11 days of service. I would like a significant portion of this refunded.
I would like $95 refunded. This is prorated for the remainder of the 6 months I was charged.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 8/11/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year 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 through our self-help tools.
Our records indicate the customer's device was shipped on 8/11/19 with a service start date of 8/13/19. This in turn gave the account a return qualification date of 8/27/19. Therefore, as the account was neither downgraded nor canceled prior to the trial's conclusion, the account a renewal charge of $113.06 on 8/28/19 as opposed to 8/23/19 as the customer has stated.
As for the $24 mentioned, our records indicate the customer incurred a charge in the amount of $21.10 on 9/1/19. This is associated with our Top-Ups feature which is active on the customer's account. Per our records, the customer's data usage reflects 2.68GB which is 201MB over their total data allocation of 2.49GB.
As the customer's account was canceled on 9/3/19, we've honored a prorated refund of $82.40 for the unused months along with a second refund of $15.92 which is for the account credit remaining from the Top-Up charge.
We ask the customer to allow 4-7 business days for the refunds to process.
As the account remains canceled and has not incurred charges thereafter, we will consider this case resolved.
(The consumer indicated he/she ACCEPTED the response from the business.)
I cancelled my account because they changed my contract, and then they refused to do a refund because it's in their contract.
I was told my device was no longer supported, and that they were transfering my account to another company. I did not wish to do this, and cancelled my account. When I asked for a refund of the $10 in credit I deposited, a credit I did not have to deposit, they refused saying it was in their contract to not refund it.
I want my $10 deposit back.
Our previous holding company, STS Media, recently transferred its CDMA (Sprint) customer accounts over to Ting. Customers have been contacted with instructions on what to do next via email at their listed FreedomPop account email(s).
Per migration protocol, any customers inquiring about balances pertaining to accounts interrupted by the migration to Ting should reach STS Media's dedicated migration team at *** for assistance with their request.
Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern with their previous balance.
Basically I paid for an internet modem I never received. When I checked account online it said I had been using for two weeks.
I don't remember the exact date but it was October 2018. I cancelled the service after two weeks when I discovered they had me using something I never received. I didn't want them to charge me credit card again when I never received internet service/modem from them. I paid $49.99 with my card and expected to receive a modem with monthly service get 50mbps I think. I have been unsuccessful contacting anyone associate with this company.
I just want them to refund my money as I never received their services.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a ZTE Pocket WiFi (Order #***) on 11/13/18, which was refused by the customer. Therefore, the customer was honored a refund of $49.99 and no further charges have been incurred under said account.
However, the remaining balance of $9.99 failed to refund, which we have now processed. We ask the customer to allow 4-7 business days for the attempt to reflect on their end.
As we've provided the remaining balance, we will consider this case resolved. However, should the customer feels we've failed to address properly, they may reply here and we will provide some further assistance.
We thank the customer for their patience.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not refuse anything. I never received it to my home where I asked for it to be delivered. Also, I have no record of receiving any refund of $39.00, I received only the $9.99 a day or two ago. I will check with my bank to see if they show a credit of $39.00 from FreedomPop, if they don't, I would like a full refund of the money I paid for something I didn't receive. Thank you.
We're glad to know the customer has received the refund of $9.99 which was said to have been processed. According to our records, the customer was honored a refund of $49.99 and no further charges have been incurred under said account.
We encourage the customer to check in with their financial institution regarding the refund. We thank the customer for the patience and understanding throughout the process.
(The consumer indicated he/she DID NOT accept the response from the business.)
I need them to show that they have refunded my payment. I have checked with my financial institution, gone over all of my statements from October 2018 to September 2019 and there is no record of refund other than the September 10, 2019 payment of $9.99. Thank you for your prompt attention and response to this matter.
We're sorry to read of the customer not accepting our response due to their account not reflecting the refund of $49.99. Therefore, we ask the customer to provide the first four and last four digits of the cc which is associated with the account along with confirming if this account remains active. The customer may also provide a letter from their financial institution stating they are yet to receive the refund with the amount in detail along with the proper description in order to expedite the process.
We look forward to the customer's response and appreciate their understanding as we look to resolve the issued at hand.
(The consumer indicated he/she DID NOT accept the response from the business.)
I already provided copy of my statement and just got a copy today of both of the only two transactions from FREEDOMPOP to and from my account. The initial debit of $59.98 charged on November 13, 2018 and then the only credit of $9.99 received September 10, 2019. They did not show that they refunded $49.99 of my purchase. Nor did they show that I refused the product. I will go back to my financial institution for an official letter showing what my statements already did, I'll need a fax number of something to be able to send these documents. I seem to be the only one showing proof of what I'm saying here. Where's theirs?????
I have gone back to my financial institution and they have showed me where the said business had returned all of my payment. I did not know or notice this so definitely need to start checking my account better. Also the business should have sent me either an email or a hard copy piece of paper saying that we believe you did not accept the unit and we are your refunding your money. I never received any notification from them and had I not filed this complaint with Revdex.com, I would have lost out on the rest of the payment they needed to refund to me.
Fraudulent Charge on my credit card. Did not agree to pay anything other than $0.99 activation fee.
I was charged a top-up fee that I specifically declined. After activating my account, I went online to my account to verify that I declined top-up. They activated it without my permission. I was given a prompt to add a safety service, and clicked cancel to this advertisement. They charged my credit card $20 as a top up. I emailed them immediately. This is a fraudulent charge. I want my money back ASAP. I have also filed a complaint with the FTC.
To stop conducting business fraudulently.
We're sorry to learn of the customer's unsatisfactory experience with us. We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
Our records indicate the customer's account associated with *** reflects data usage of 223MB to the allotment of 200MB. Therefore, as the customer has exceeded their allowance by 23MB, the account incurred a valid top-up charge which is non-refundable. We've provided a link to our knowledge-base so the customer may get a better understanding of how Top-Ups work.
***
Should the customer wish to disable the top-ups feature, they must have the FreedomPop Safety Mode service to disable this feature. The customer may refer to the following link in order to better understand how to disable Top-Ups.
***
Unfortunately, as the charge is valid and non-refundable, there is no further action we can take on the request. We apologize for the inconvenience.
I signed up for a free account and I never used their SIM card but less than a week later they charged me $106. I contacted them they refused a refun
On August 15th I signed up for a free FreedomPop account which they charged me .01 for, never once did it say I would be charged anything. Then on 8/30 they charged me $106 through my paypal account. I contacted them and immediately cancelled my account. Never used the SIM card they sent. They refused to refund my money even though I explained that I was never told I would be charged for this phone service I never even used.
Refund of $106 I was charged
the customer ordered an LTE SIM Kit (***) on 8/13/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier Semi-Annual. These trials become paid subscriptions that are charged twice a year 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 through our self-help tools.
Due to the account associated with *** neither being downgraded nor canceled prior to the conclusion of the trial, these in effect became paid subscriptions and considered valid on our end.
However, as the renewal took place on 8/30/19 and the account's cancellation on 8/31/19, we've attempted a courtesy refund in the amount of $106.36. We ask the customer to allow 4-7 business days for the refund to process.
As the account has been canceled and no further charges incurred, we will consider this case resolved. However, should the customer feel we haven't assisted in the matter, they may reply here and we will address their concern.
(The consumer indicated he/she ACCEPTED the response from the business.)
They issued a refund
I don't know which complaint got through to them but they finally provided a refund.
I am not sure how these guys are still offering plans and selling crds. I paid for a year plan in full they ditched it a couple months into the plan.
Paid for a year of service phone plan they said I had to sign up with someone else only a couple months into the plan. XXXXXXXXXX X/20/19 $174.35 card Sept X XXXX.
refund
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some assistance. However, we were unable to locate the account under ***. We ask the customer to provide the email associated with their account so that we may provide a proper investigation.
We look forward to the customer's response with the requested information.
Charge not applied to my statement credit
Regarding Account # XXX-XXX-XXXX. I had a statement balance of $80 in which I ask freedompop to use this credit on my next billing date. Instead, they charged me another US$126.65 on 9/30/18 without using my credit balance. I send messages about this but never got the issue resolved. I decided to cancel my account because during the next plan cycle I knew they would do the same and not use the credit for my service plan. I ask them to credit my card back and they have been giving me a runaround since then. The say they can't refund a top up credit but this was not a top up credit because I never had a free plan on this account.
I would like a refund of $80 an for it to be applied to my active credit card on that account.
We're sorry to hear of the customer's unsatisfactory experience with us. However, account credit is not designed to cover renewal charges. Credit on one's account can be used towards data that exceeds their plan limit. It cannot be used towards your monthly plan or service bill. FreedomPop credit becomes inactive if not used within 30 days - but this can easily be re-activated at no cost.
Therefore, the customer's request was not honored and so they validly incurred a renewal charge on 9/30/18 for the subscription of Premium LTE 5GB Semi-Annual. Though, the customer states their account has been canceled, our records indicate the account associated with phone number *** remains active. The customer can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
We apologize for the inconvenience as no refunds will be honored due to being valid on our end.
(The consumer indicated he/she DID NOT accept the response from the business.)
The $80 credit on my account was prior to the alleged policy change about not being able to use the credit for anything other than data charges. I never received any information about this policy change or I would've cancelled my account immediately especially since there would be no way to obtain a refund for the credit that I had on my account since 4/16/2018. I left the account opened since there was an $80 credit remaining.
We're sorry to learn of the customer not accepting our response. However, account credit has always been designed to cover overages as opposed to renewal charges like the customer indicates. We've provided a link to our knowledge-base where the customer learn more about how account credit works. We encourage the customer to have a look at their convenience.
***
Updates to our Terms of Service are posted on our website when they are made. Per our terms of service, continued use of services/website implies consent to new terms.
We apologize for the inconvenience as our stance on the case remains as is and no refunds will be honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
The overages charge is $20. The credit of $80 on my account was not an overage charge but rather an accounting error on your part which I would like refunded especially since I'm unable to use it for anything else according to you customer service dept.
We ask the customer to provide the first four and last four digits of the cc used which incurred charges so that we may verify on our end.
We look forward to the customer's response so that me provide some further insight.
(The consumer indicated he/she DID NOT accept the response from the business.)
They asked for the "first four and last four digits of the cc used". It's *** .... .... *** The phone # on the account is XXX-XXX-XXXX.
We apologize for the delay in response. However, our records indicate the customer was assisted by a representative on 10/24/19 and was provided with a resolution.
No further action will be taken on this case.
Freedompop stole my money and refused to provide service paid for in advance.
I renewed the phone service for my special needs child in May 2019. The payment was posted from my bank account on April 1, 2019, shortly afterwards my child had a field trip, was seperated and lost, and had no way to contact anyone for assistance. After 5-1/2 hours the police finally located my child 17 miles from home, walking down the side of the FREEWAY. I emailed Freedompop and was told there was a "TECHNICAL ISSUE" they would correct it and call me back, they never did. I contacted them NUMEROUS times by email to resolve the issue or refund my money. They refused to refund anything, so I continued to email about getting the service fixed. I was told in May that they would give me a $130 credit on my Freedompop account to cover what I paid in April and they swithced the phone to a different plan, so that the service would work. I was informed in late August that Freedompop transfered the phone to TING and that I needed to contact TING for assistance now. I spoke with TING, they said the account was sent to them, but that Freedompop did noot transfer any credits for their customers. I paid $85 for a phone, $128.06 for 6 months of service and had a $57 topup credit on my account. I need Freedompop to correct this matter ASAP.
I want Freedompop to refund me for the purchase of the phone, service and topup credits that have been 100% UNUSABLE since they were paid for.
We're sorry to learn of the customer's unsatisfactory experience with us. However, our records indicate the customer was assisted and issued two refunds in the amounts of $20 on 9/4/19.
Regarding the charge of $128.06 incurred on 3/31/19 for Premium 2GB Semi-Annual, FreedomPop Phone Premier Semi-Annual, & FreedomPop Administrative Fee, a prorated refund of $25.18 was issued for the unused months on 5/30/19 which was prior to the migration process.
Unfortunately, no further refunds or action will be taken as the customer's account is no longer active with FreedomPop due to being migrated to TING Mobile.
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid $128.06 for 6 months of service. I NEVER got the 6 months of service. I have numerous emails every month since April 2019 where I was reaching out to them to fix the service. A couple of times they fixed it and I had service for a day or tow then it would be deactivated again. In May they offered a full refund which I never received. Instead they credited my Freedompop account $130.00 and said that would cover me for the next 6 months. The $25.18 refund they mentioed is a refund for what they charged me on 5/30/19 to get the phone reactivated, due to their "technical issues". They charged me $18.27 and $6.91 on 5/30/19.
They have refused to assist me with fixing the issue of not having service that I PAID IN ADVANCE FOR.
I want them to refund the $128.06 that I paid for service that they NEVER provided.
I will be happy to forward the 50+ emails if that will help.
I have attached the conversation with Freedompop where they agreed to refund what I paid for the service.
The two $20 refunds they gave were only for what I had paid in TopUp Credits, and the $25.18 was the refund for them getting the service back on.
They never refunded for the 6-monts of service that I padi for and never got to use.
We're sorry to learn the customer does not accept our response. However, our records indicate the customer reached out to support and was provided with assistance on 5/30/19. Upon this interaction, the customer was informed they incurred top-up charges for exceeding their data allowance, therefore, this is an indication that services were rendered.
The customer was then provided with courtesy refunds for the unused services along with top charges.
We apologize for the inconvenience, but there is no further action FreedomPop can take as the courtesy refund were honored and the services were rendered according to our records.
I had an account with Freedompop for phone service. The company discontinued service and did not refund me for an unused credit balance on my account.
On or about 02/2016, I signed up for phone service with Freedompop. In order to set up the account, I had to deposit $20 to my account so that if I went over on the amount of data in my plan, there would be money available to cover the additional fee for that. I never went over on my data for the entire period that I was with Freedompop. In July 2019, Freedompop discontinued their service and made an arrangement with *** to take over as the optional new provider for my account. However, *** is a totally different provider offering totally different plans, and higher prices. As a customer, I did not feel as though *** was a good option. Also, *** did not offer to carry over the credit that I had on my account. I decided to not continue the service with ***, since in my evaluation there are other providers that would work better for me.
I would like to get a refund for the $20. The credit card that I initially paid for that with, however, is not a card that I have anymore. So, I would like this sent as a check.
We're sorry to read of the customer's unsatisfactory experience. However, our previous holding company, STS Media, recently transferred its CDMA (Sprint) customer accounts over to ***. Customers have been contacted with instructions on what to do next via email at their listed FreedomPop account email(s).
Per migration protocol, any customers inquiring about balances pertaining to accounts interrupted by the migration to *** should reach STS Media's dedicated migration team at *** for assistance with their request.
The customer may include "Revdex.com Case:***" when reaching out to*** to ensure their concerns are addressed in a timely manner.
Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern with their previous balance.
I tried emailing to the email address that you have provided. But, the emails just bounce back.
We're sorry to learn of the customer sending an email to no avail. In order to expedite the process for all parties involve, we will intervene and provide the customer with assistance for an expedited resolution. In order to further assist the customer, we ask they provide the email associated with the account along with providing the first four and last four digits of the cc which was associated with the account so that we may verify the identity of the customer requesting a refund. We also ask the customer to confirm if the account associated with the account remains active?
we look forward to the customer's response so that we may assist properly.
(The consumer indicated he/she DID NOT accept the response from the business.)
Hi. If I put that information in here, I am concerned that the email address will then start receiving more spam (I think this is a public website and so it can be accessed by anyone). So, can you give me an email address to sent the information to? It's a different email address than the one that the Revdex.com has for me.
We apologize for the delayed response and can assure the customer their shared information here will remain private and not shared with others.
We encourage the customer to provide their information associated with their account. However, should the customer still not feel comfortable, they may reach out via Twitter at ***.
Once again we apologize for the delayed response and any/all inconveniences this has caused.
(The consumer indicated he/she DID NOT accept the response from the business.)
I messaged you on Twitter. I look forward to making some progress there. I guess we can write an update here in a few days.