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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Purchased device for temp use, Poor results, Multiple unauthorized charges, Recently charged $55 w/o cause, Unable to cancel -due to "device in mail"?
Purchased a FreedomPop WiFi puck at *** while back in the states on leave. Used my *** as the account phone number. Paid for a auto renewal plan. Although it rarely worked I was constantly charged for more data. I tried to cancel and kept getting charged. I gave up on it and returned to my duty station in Japan out hundreds. I haven't touched the thing since, but have been charged for use. I just called the 800 number and tried again to cancel, but the automated system indicated I could not cancel because a device was being delivered. I have not ordered any device. I am disputing the most recent charge to my account.
Refund of $55
We're sorry to learn of the customer's unsatisfactory experience with us. Our customers can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
However, should they require assistance with canceling the account, we will certainly provide some assistance. However, we request the customer's email associated with the account in question so we may provide a proper investigation.
We look forward to the customer's response should they require further assistance. Should they consider the steps helpful, we will consider this case resolved.
Credit to my Remaining Top-up Balance
Reference: ***, ***, ***
Recently I was notified by FreedomPop they are have discontinued my service to the above mentioned accounts. I reached out to them before I transfer my accounts to other wireless providers how I can get credits back from my accounts. They said no. It seems they change the rules as they go. When I started a new account they held me hostage by requiring a minimum deposit, called Top-up. This $15 is the minimum I need to deposit to be used when my data/minutes go beyond their limit, so any unused credit should belong to me. But now they just get out of the business and decide no to pay up. They owe me the following:
*** $15.00
*** $14.32
*** $15.00
Total credit is $44.32
Credit back to my credit card
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 $15.00 for the account credit balance associated with the account under ***. We ask the customer to allow 4-7 business days for the refund to process.
Regarding the refund of $14.32 associated with ***, this account credit is not associated with an actual charge and therefore not eligible for a refund.
As for the account associated with ***, this account was not successfully migrated to the gaining carrier. Therefore, the phone number and account remain active under ***. As the account is no longer functional, we have honored the refund of $15.00 and should reflect in 4-7 business days.
Now, should the customer wish to move their device and phone number to another carrier, we will proceed with canceling the account after the customer has ported out their phone number. In order to successfully port out their number, the customer will have to provide their port out info which we've provided below.
Account Number: ***
***
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 encourage the customer to reply here on how they wish to proceed with the account associated with phone number ***.
(The consumer indicated he/she DID NOT accept the response from the business.)
The only reason I saw a refund to one phone is because Ting activated it and immediately deactivated which means that the account is now closed. Everything you explained showed you have no idea what's going on. Ting told me that any remaining balance in FP accounts are to be resolved by FP, not Ting. Guess why I reported you to Revdex.com? There's no one at FP to address this issue and your explanation certainly did not explain why you decided to issue me a refund on one phone but not the other two, and you know that all of them are in the same balance limbo.
Our records indicate this case has been resolved. However, should this not be the case, we ask that the customer reply and we will assist in a timely manner.
(The consumer indicated he/she DID NOT accept the response from the business.)
This case is not resolved. Not even close. There is no movement or activities done to my questions since 9/9/2019.
Hopefully you'll understand why I filed the complaint to begin with because it's a no-response or no customer service.
As mentioned in our reply to the consumer dated 09/09/2019, as a courtesy, we've intervened and processed two refunds in the amount of *** for the accounts credit balance associated with the accounts under *** and ***.
Regarding the refund of $14.32 associated with ***, we're able to confirm the phone number *** was transferred from a different account in which the credit balance was added on 02-14-2017. A partial refund of $10.90 for this credit was made on 08-04-2017. Additionally, note, as the accounts and funds were held by the previous owners of FreedomPop we no longer support CDMA devices as the previous owners of FreedomPop and Unreal Mobile agreed to transfer their users to Ting, we no longer have access to these funds, and we're unable to process a refund for the remaining account balance.
(The consumer indicated he/she DID NOT accept the response from the business.)
The claim that they have refunded my 2 accounts is false as I did not get the 2x $15 refund.
I can prove that I did not get the refund. Can they prove they sent the refund? Telling me they did is one thing, but proving it is another. I need proofs of when they sent, to what credit card last 4 digits. And don't try to pull something that's 2 it 3 years ago. The refund should take place around the time I filed for this complaint
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
Our records show we've processed a refund in the amount of *** on 09-06-2019 to credit card ending in *** for the account credit balance associated with the account under MEID ***.
We've also processed the second refund in the amount of *** on 09-06-2019 to credit card ending in *** for the account credit balance associated with the account under MEID ***.
The refunds honored should reflect in 4-7 business days after 09-06-2019 within the customer's bank records.
Since the refunds have been honored on our end, we'd recommend the customer to follow-up with their financial institution.
We thank and appreciate the customer's understanding throughout this process.
As the complaint has been addressed, we will consider this case resolved.
I haven't started service yet and decided I wanted to cancel but I can't get a hold of anyone or I am unable to cancel online
I haven't started service yet and decided I wanted to cancel but I can't get a hold of anyone or I am unable to cancel online.
Cancel my account
We're sorry to learn of the customer's desire to cancel their account prior to giving it a go. However, as we provide a "Cancel At Anytime" service, the customer may do so on their end.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
The customer can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
We thank the customer for having given FreedomPop a thought and should they consider us in the future, we will be more than happy to assist them. We wish the customer well with their gaining carrier.
I signed up for a free service a few years ago and never even used it. Was never notified that it was automatically upgraded to a paid service.
I signed up initially sometime in 2017 for a free trial service and never received the sim cards and thus never used the service. I checked my bank account today and there was a charge from freedompop XXX-XXX-XXXXca for $136.36. I did not recognize that charge and so I went and googled it and found freedompop.com. I typed in my email and reset my password *** I hadn't logged in in probably 2 years). I found on my account there were notifications from 11/13/2018 and 11/14/2018 saying that my account was automatically upgraded (I never received a letter or an email of this automatic upgrade to a paid service). I then did some investigation on my bank account. I am limited to seeing only the past 18 months of my transaction history, so I started from there. On 2/28/18 I was charged $98.88. On 8/16/2018 I again was charged $98.88. On 2/07/2019 I was charged $128.88. Again no emails or letters were sent regarding my service during any of this time. and finally on 8/09/2019 I was charged $136.36. This current charge is pending and that is when I finally realized that I needed to find out what this charge is coming from. So I go to freedompop and login with my new password. I find that they have taken the liberty to (without my knowledge or consent) upgrade my account to a paid account billed semi-annually. I checked my usage on my account settings and I have used 0 minutes, 0 messages, 0mb of data and no registered phones. Essentially I have been paying $200-$260 a year for a service I have yet to use. I then immediately filed a ticket and cancelled my account. Upon cancellation of my account there appeared one final charge to my bank account for $20.00. I have received 0 letters or emails from freedompop about my account that I have had for at least 18 months, and they have enjoyed withdrawing a total of $480 from my bank account during this time period.
I would like to be refunded all of the charges that I stated in my complaint which total $483.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 1/7/18, 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.
Therefore, as the customer neither downgraded nor canceled their account prior to the conclusion of the trial period, the account continued to attempt a charge for the subscriptions. However, as the account was canceled on 8/10/19 and the renewal charge of $136.36 was captured on 8/9/19, we've honored a courtesy refund for this charge.
Regarding the $20 incurred on 8/10/19, this was incurred as 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.
However, as the customer canceled their account on 8/10/19, we've also reversed the charge for the amount of $20. We ask the customer to allow 4-7 business days for both refunds to process.
Unfortunately, there will be no further refunds honored as they are considered valid on our end. We can also confirm the customer has not incurred any charges after the cancellation of the account under ***@gmail.com.
We will consider this case resolved as we've confirmed the account's cancellation and honored two refunds as a courtesy.
I have not received a refund for pre-paid cellular phone service that I could not use due to a forced migration of all Sprint customers.
Prior to the forced migration from Freedompop to Ting I opened an incident on 05/30 to be awarded a credit. The credit was approved and I agreed to the offered credit for prorated charges and administrative fees on 07/17 but it was never received. Now that we were forced to migrate (informed on 07/18) I should also be credited (now refunded) for data rollover for a transfer of data that I was trying to make, after following the instructions of the agent I added it to two accounts. In addition I paid for rollover data for several years on my first phone for data that I will never have an opportunity to use, roughly 9 GB. Lastly I prepaid for a year for another account that I will not being able to use as well. So the month of the migration I paid for service and rollover, to the accounts in question(please see below) and did not have working service. On a followup to a previous incident ticket, the agent asked me to list the accounts and that a review would be done. No one followed up. ref incident # *** and***
.
1) *** - Paid for rollover data for years, lost 9GB
2) *** - Paid for a full month of service during the migration, no service was provided by Freedompop after the migration was announced
3) *** - I prepaid $119 for a year, and am due a refund, also added rollover data the month of the migration
4) *** - n/a
5) *** - added rollover data the month of the migration,and have not had service on the phone since then, in addition I have not been able to port the number nor migrate the phone to Ting because the ESN is locked. Per Ting and Red Pocket mobile.
I am requesting a refund in amount of $280 - prepaid refund $60 rollover data 3 yrs $180 paid for service in July $30 offered credit from request $10 In addition, the phone with the following ID, is still locked preventing me from obtaining service, per Ting, Red Pocket, Sprint/Freedompop
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.
Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern with their previous balance.
The email address *** referenced by the company response is inoperable. Every email sent is returned saying "Your message wasn't delivered to *** because the address couldn't be found, or is unable to receive mail." No other contact information can be found for STS Media.
We're sorry to learn the email is not supported. We will intervene for the benefit of all parties involved. We ask the customer to provide the email associated with the account in question so that we may provide a proper investigation.
We look forward to the customer's update so that we may assist accordingly.
The email address *** referenced by the company response is inoperable. Every email sent is returned saying "Your message wasn't delivered to *** because the address couldn't be found, or is unable to receive mail." No other contact information can be found for STS Media.
We're sorry to learn the email is not supported. We will intervene for the benefit of all parties involved. We ask the customer to provide the email associated with the account in question so that we may provide a proper investigation.
We look forward to the customer's update so that we may assist accordingly.
These are the emails in question:
***
I am submitting the email(s) as the company requested but I find it frustrating that there are clearly listed in my original filed complaint.
We're sorry to learn of the customer's unsatisfactory experience with us and would like to provide speedy assistance.
We would like to clarify to the consumer, we're able to see the accounts under [email protected], ***, [email protected], [email protected], [email protected] are CDMA accounts.
As the accounts and funds were held by the previous owners of FreedomPop and we no longer support CDMA devices as the previous owners of FreedomPop and Unreal Mobile agreed to transfer their users to ***, we no longer have access to these funds, and we're unable to process any refunds regarding these accounts.
However, in the faith of good customer service, we'd like to present the option of providing a Subscription Credit to cover two renewal charges into a GSM account in case the customer has one or they wish to, they may subscribe to our GSM SIM service by purchasing one of our LTE SIM cards from ***
We'd also be willing to add the 9GB Rollover Data to this GSM account once the customer has activated Data Rollover Service.
We apologize for the inconvenience and appreciate the customer's understanding throughout this process.
When my phones were upgraded freedompop continued to collect money on old deactivated phones on a earlier MasterCard under a stealth account.
Freedompop
***
From 2014, I had 2 Victory 3G phones in service with Freedompop. Was automatically paying with my MasterCard. In 2018 July I switched over to Galaxy S4, 4G phones. Freedompop sent me the 4G phones, and after I received them I informed them that I got the phones and service was switched from 3G phones to 4G. I updated my Freedompop account to be paid monthly by Visa card.
Customers self manage accounts on Freedompop website and on the phone itself one can see the number of phone minutes, messages and data used and the level of service they are using.
I was traveling a lot from July to March. I was keeping track of official Freedompop account.
I was surprised that Freedompop was charging me on both Visa and MasterCard. It is impossible to get anybody on the phone in Freedompop. To submit a ticket to resolve a problem you need to sign on with support for which you need a password. The userid password which would allow me to manage my account would not work for Support. It would say password not valid. When I requested a change of password it would say new password sent to your email. But I never got them. When I complained to the user group that no help was available, Kevin from freedompop wrote me.
When I explained that I was being doublecharged, he said I should have closed the previous 3G account which was still charging my MasterCard. 2 phones cannot share the same phone number because device ids are different. Also Kevin claims the charges are valid and are being posted to an account which I cannot see because it is under a user ID. My email in the official account is ***. Also in the screens to manage accounts I did not see anyway to delete an account. Without much notice they moved us to a different service provider TING. I had to ask Kevin to delete my freedompop account.
I have lost $140 because of double charging. I am trying to dispute charges and complain to authorities.
As another person has said Humans are non-existent for this company, it is impossible to get a hold of anybody. I have tried every phone number on file.
We could get phone support last year. Now they want you to pay $6 per month to have phone support. To complain using support on the web, you have to sign on separately; not connect from your sign on to your account.Freedompop is still using "the Internet is a right not a privilege" motto .
When I activated my 4G phone I asked the person to preserve the same service I had before. He assured me it will be. But they jacked it up to the highest priced service. I caught it in time; still had to pay prorated charges.
A refund of around $140
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.
Dropped from freedompop after they automatically charged me for one year service update, my number got transfer to ting, freedompop says we don't have access to your account, you need to talk to ting for refund, ting says freedompop dropped everyone, and is not their responsibility. Credit card won't help since it's been more than 45 days. What a scam!
I purchased two FreedomPop SIM cards from *** in July while vacationing in the US (I am a US citizen living overseas). The entire process of installing the SIM card was pretty fishy as there are several hidden fees that you are automatically opted into unless you read very carefully. I did read carefully and I felt pretty confident that I had set up only what services I wanted, but I was wrong. Within about a week I had used up the data in my plan. While I was content to have no more data, I discovered on the Freedom Pop platform that I was set to automatically top-up $20 when I got within 100MB of data remaining. When I attempted to disable automatic top-up, it was not allowed without signing up for a $6.99 monthly fee, which I did not want to do. It ended up charging me $20. I subsequently left the US with $16.91 of unused funds in my account. I have contacted FreedomPop regarding this situation and was told:"In regards to your refund request, 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: https://www.freedompop.com/service_plan_terms.htm"
Product_Or_Service: SIM Cards
Order_Number: XXXXXXXXX
Other (requires explanation) I would like the balance remaining in my account, $16.91, refunded. I would also like FreedomPop to be labeled as a scam since their products and services offered are both misleading and unnecessarily complicated so as to trick consumers into paying more than they wish.
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 account associated with ***@gmail.com and phone number *** was canceled on 8/11/19, we've honored a courtesy refund in the amount of $16.91. We ask the customer to allow 4-7 business days for the refund to process.
We can confirm the customer has not incurred any further charges since the account's cancellation. Therefore, we will consider this case resolved. However, should the customer feel differently, they may reply here and we will gladly assist them further.
(The consumer indicated he/she DID NOT accept the response from the business.)
Though I appreciate the refund, it does not change the fact that "You can turn off this feature at any time" is misleading since you can only turn it off by agreeing to a $6.99 monthly fee, which is not mentioned at all in the welcome email. So $20 to add more data or $6.99 to prevent adding more data, either way you end up getting scammed out of more money.
We appreciate the customer's feedback and we'll be sure to share this with the team as we are always looking to improve our all-around services.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept so that I never have to do business with them again.
I want freedompop to refund my top-up credit.
Freedompop transferred my phone service to ***. There is a top-up credit previously collected by Freedompop, which is still not used before the end of my service with Freedompop. This credit should be refunded by Freedompop. I contacted freedompop several times online but there is no response.
I have three accounts with Freedompop, each with a top-up credit. Please refund all my credits. The account emails are ***, ***, and ***.
We're sorry to learn 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 (previous owner) 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.
As they suggested, I sent email to *** at 8/13. However, there is no response (except an auto reply) till now.
We're sorry to learn of the customer's unsatisfactory experience. However, as previously stated, our previous holding company, STS Media, recently transferred ownership of FreedomPop and UNREAL Mobile to our new parent company Red Pocket Mobile, we advise the customer to please reach out to STS Media's dedicated 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.
We apologize for any and all inconveniences this will potentially cause on the customer's end.
(The consumer indicated he/she DID NOT accept the response from the business.)
I just sent an email to *** and got an auto reply saying that "Address not found
Your message wasn't delivered to *** because the address couldn't be found, or is unable to receive mail."
We're sorry to learn the customer has sent an email to no avail. In order to expedite the process for all parties involved, we will intervene and provide the customer with assistance. We ask the customer to please provide the email address associated with the account along with having them confirm the first and last four digits of the cc which incurred the charge. We also ask they confirm if the account associated with the cc remains active.
We look forward to their response with all the requested information and appreciate their understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
The email address associated with the account: ***
The first and last four digits of the cc which incurred the charge: I do not know the first 4 digits. The last 4 digits is ***.
The account associated with the cc is active. In fact, I finally got help from Freedompop Forum. However, the refund was sent to the cc which incurred the charge. I was told that the last 4 digits is ***. I checked all my current credit cards, no one ending with ***. Is it possible to send refund to current cc saved in that account? The current cc is ending with ***.
We apologize for the delay in response. The customer is correct in the refunds being processed to the account associated with the last four digits ending in *** which is the one on file and attached to the credit refund. Unfortunately, due to our records indicating the customer was refunded to the CC on file and associated with the initial charge, the customer will have to resolve the matter with their financial institution regarding the refunds.
Should the customer have any further questions they may reach out to one of our representatives in our community/forums.
We thank the customer for their patience and understanding throughout this process.
Company froze my phone, locked out and won't help me unlock it
FreedomPop instructed me to cancel my cell service so I did. Now I can't start new service with my phone because they have not released it. It is still active but I cancelled my account. They are not releasing the phone like they are supposed to.
FreedomPop instructed me to cancel my cell service so I did. Now I can't start new service with my phone because they have not released it. It is still active but I cancelled my account. They are not releasing the phone like they are supposed to.
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 previous accounts interrupted by the migration to *** 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.
(The consumer indicated he/she ACCEPTED the response from the business.)
Not that easy. I followed your instructions and they locked the phone number. The instructions were not correct and your company should be penalized in you continued charging service and refused to answer any phone calls. Could not get through for weeks.
I am getting charged monthly for over a year. I want to cancel but site says error try again later. I have been trying for 6 months.
I started this service 06-10-2018 with basic 100% free cellphone service ***. I was Misled when my phone automatically switch to a premium plan without my consent in July 2019 now the phone wont let me do anything unless I pay to downgrade. Also I am seeing charges monthly to my credit account. When on the website at freedompop says $0.00 every month. I am trying to close the account through website/ email and phone ***. They stated by phone my account will be closed yet it is still active to date. I want all services and charges with this company to Cease and desist.
***
Item: LG G2 black cellphone (Purchased) came as a sprint used phone.
Part#LG-***
Sales organization and account is blank on sheet.
***
***
Order date: 06/10/2018
Close the account in whole and stop charging to my account. Simple task that I cannot get in touch with freedompop.
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.
Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern with their previous balance.
Device never received, no support without paying additional fee.
I ordered a WiFi hotspot and signed up for a monthly service plan. After nearly 2 months, I never received the device. I have tried to contact them through their only form of contact, an online form. Both times, they responded with a version of "your device is on its way" and then promptly marked the ticket as "solved". Now, when I try to contact them, I receive an error message that my ticket can't be submitted because I don't have "premium support".
I have tried calling a phone number that I found (not listed on their site) but it is an automated system.
I also tried to cancel my service but receive an error stating that "my account can't be cancelled at this time" with no other option.
I would like my initial charge to be reversed and my account to be cancelled with no further charges.
Ironically... the item came in the mail today. I ordered it in June and the shipping date on the package shows as Aug 1st. I still think their business practices are questionable, but in light of the item coming, I suppose I should remind my complaint.
I pre-paid $135 12/14/18. FP cancelled service but won't refund my remaining $45.
12/14/18 my credit card was charged by Freedompop $135.87 for one year of service. July 17 all FP customers with Sprint phones were emailed. FP would no longer service these customers. They never mentioned refunds. Just dropping with no support whatsoever.
As I figure, there is $45 remaining on my account. I had also accumulated 8G of data which are gone.
After reading many posts on the FP site, it looked like I should cancel my account, so I did that today. Then sent them another email, knowing full well they have no intention of responding, asking what their intentions are in regard to refunding customers. I can see from their community bulletin board that MANY customers are in the same boat. Some are talking about legal action. I figure I'll start here.
***
My FP phone # no longer in existance: XXX-XXX-XXXX
I want the $45 owed to me!
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.
Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern with their previous balance.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been emailing *** since 8/5. The last email I sent was August 12 with no reply. The only responses I've received previous to 8/12 told me to contact ***.
*** has informed me during several calls that when FreedomPop migrated all Sprint customers to them, NO MONEY was transferred. That in order to get my refund, they said, Unfortunately, you must contact FreedomPop to get your refund. They say Unfortunately because they are completely aware that Freedompop has no phone number that is answered and they do not feel the need to answer emails with any answers.
So FreedomPop's response to this Revdex.com file is a total non-response since I have emailed *** with no satisfactory information except to refer to me *** who tells me to contact FreedomPop. FreedomPop does not intend to refund any customer's pre-paid but unfulfilled accounts.
As mentioned in our previous response, per migration protocol, any customers who were on a prepaid plan interrupted by the migration to *** should reach STS Media's dedicated migration team at sprintsupport*** for assistance with their previous plan.
However, as a courtesy to all parties involved, we've intervened in the hopes of a speedy resolution to all parties involved and attempted a refund in the amount of $45.29 for the remaining balance associated with the account under ***. 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 *** 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.)
September 6, only 6 weeks after FreedomPop dropped me as a customer, they did finally and completely make me whole by refunding my pre-paid balance.
Thank You Revdex.com!
FreedomPop is charging me monthly for a device I never activated
Since October 8th 2018 FreedomPop has been charging me*** a month for a service I never selected on a device that I have never activated. There is no current way to speak to a customer representative or file a complaint through their website
During a conversation with FreedomPop as part of a resolution they offered me a device that I would receive for free if I paid $9.99 for shipping and processing. The representative reassured me that I would not have to select a service plan until the device was activated. While trying to resolve an issue with a different device I discovered that they have been charging me $37.97 a month for at least the last 10 months on a device that I never activated or selected a data plan for. I'm unable to contact FreedomPop as they no longer offer phone support or complaints. I have spent the last three days trying to submit a ticket for customer concerns and complaints. Even though I can log into my account and see the charges the website asks me to login again to submit the complaint at which point the website redirects you to login again. I changed my password which works for most of the website but once again I cannot login to send a complaint. They are about to charge me again on the 8th and the website warns that if I cancel my account all records associated with billing will be erased. I have gone back through my emails to look for records confirming any sort of activation of the device or what date they claim I selected a data plan and there is no record of me activating the device for selecting a data plan. I would like the company to refund all the monthly charges with the exception of the $9.99 that I agreed to pay to receive the free promotion on the Wi-Fi hotspot device
Our previous holding company, *** recently transferred its ***) 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 *** 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.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response from FreedomPop as it does not address the concerns of my complaint. My complaint has nothing to do with the migration of their customers. FreedomPop essentially stole money from my bank account on a monthly basis for a device I never activated. The total of these unauthorized withdrawals comes to $402 and 72 cents. I expect the company to refund this amount. Once again this was a Wi-Fi hotspot device and not the cell phone that was migrated over to *** mobile.
We're sorry to learn the customer does not accept our response. However, all accounts associated with *** were affected by the migration to TING. Therefore, as previously mentioned, we encourage the customer to reach out to *** (previous owners of FreedomPop) dedicated migration team at *** for assistance with their request.
The customer may include*** when reaching out to *** to ensure their concerns are addressed in a timely manner.
We apologize for the inconvenience as there is no further action FreedomPop can take in regards to their request.
Paid premium support, not given. they sold account to *** and wont refund prepaid top-up credit. *** claims its not their issue. FP still charging
direct to/from FP support
"I have $42 in topup credit and 10 gig of paid rollover."
reply:
"Thank you for contac*** FreedomPop. The previous owners of FreedomPop and UNREAL Mobile have agreed to transfer their Sprint partnership and users to Ting. If you are impacted, you can contact *** directly for details at:
email: ***
phone: ***
For anyone interested in Red Pocket Mobile, we have long offered great deals on the Sprint network, and today they are better than ever.
Red Pocket will soon be sharing some great special offers as well. Check back with us soon for plans star*** from just $2.99!
Sincerely,
FreedomPop"
contacted ***. *** says they cannot/will not credit freedompop balance. that I need to contact FP
FP response:
"Hello ***,
Thank you for contac*** FreedomPop Online Services. My name is *** and I will be more than happy to assist you with your concern. It is our understanding that you would like to know about how to transfer the credit balance in your account for $42.39 to another account and you also need to transfer the data earned in your account.
I appreciate you bringing this to our attention so that we can deal with this immediately. Upon further review of the account under the email ***, I was able to figure out that the account associated with the *** have the total of $42.39 as a credit balance and we would like to know the account where you need to transfer that credit.
Also, we would like to inform you that the data earned in your account for 10.36 GB it appears registered in our system and we would like to recommend you to activate the data rollover service in your new account for me to be able to transfer the data earned to the new account.
Once the needed information is provided, I'll be more equipped to resolve your issue.
As a valued FreedomPop customer, we hope that we have addressed all concerns. However, if you have any additional question or concern, please don't hesitate to contact us back, and we will gladly continue assis*** you.
We hope this information is useful and helps out to resolve the matter.
Please also be sure to visit our online Self-Help Knowledge Base at *** and our FreedomPop Communities at ***
Best Regards,
***.
Your personal Online Service Agent."
additional reply
"Hello ***,
Thank you for your reply.
We are glad to know that you are interested to get a GSM LTE Sim card, so please visit this link to place the order
***
Keep in mind that in order to use our LTE Sim cards, your need to use a GSM SIM-unlocked smartphone. It must be running Android 4.3 or better, or iOS 8.2 or better.
Best Regards,
***.
Your personal Online Service Agent."
when having problem making purchase of the new gsm card, support replies
"Thank you for contac*** us! The previous owners of FreedomPop and UNREAL Mobile have agreed to transfer their Sprint partnership and users to Ting. Please reach out to *** for any and all inquiries associated with your previous account, where assistance will be provided by one of their representatives.
For all others, Red Pocket Mobile - the new owner of FreedomPop! - has long offered Sprint plans and will continue to offer fantastic plans on all major US networks. For more information, please visit ***.
Sincerely,
FreedomPop"
basically nega*** the prior support requests...
date range : paid roll over data over the last 2 years, Paid premium support over the last 2 years. CONSTANT billing of additional 1 cent monthly on all devices. Additional charge of 2-4$ a month for fraud prevention...
i want a full refund of 'roll over data' charges for non provided roll over data that was paid over 2 years. (500 meg per month X 24 months worth of non provided services) refund of $42.39 top-up credit for non provided/sold account that ting is not supporting.
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.
Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern with their previous balance.
I am being charged for services never received
*. I never received anything from the company and forgot about it. Today my card ending in *** was charged $35.97.
On July 15, 2019 I signed up for service from Freedom pop. I was supposed to receive a sim card for my phone for a 1 cent charge and was assigned a phone number of
I tried to call them to no avail as the automated system did not allow for my problem abd does not allow for connection to a live agent. I went to their website and in order to send them a message about the problem, their site demanded payment for an upgrade. I need my money back and to cease any involvement with this company.
My Money returned and the account closed.
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 7/13/19, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly 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.
Therefore, as the account was neither downgraded nor canceled prior to the conclusion of the trial, the account incurred renewal charges.
As the customer has stated the device was never received and in turn is requesting an account cancellation, we have issued a refund in the amount of $35.97 and another for their sign-up order in the amount of $0.01. We ask the customer to allow 3-5 business days for the refunds to process and reflect on their end.
We can also confirm the account associated with *** has now been canceled per customer request. The customer should expect an email confirming such action.
Once again, we apologize for the inconvenience this surely caused the customer. Should the customer be interested in giving FreedomPop a second thought, Red Pocket Mobile - the new owner of FreedomPop! - has long offered SIM plans and will continue to offer fantastic plans on all major US networks. We encourage the customer to visit *** and have a look at their convenience as we're confident an improved experience for FreedomPop is on the horizon.
We thank the customer for their patience throughout this process and hope our paths cross again in the future.
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund requested has been received.
Reported connection issues with their service starting several months ago. Before that no history, and frequent outages issues occurred. The steps they suggested did not work. thought there were many different emails and at least 2 different junior engineers.Before I started with them I followed the steps outlined on their website.I requested a refund of monies I paid them since I reported the non-connection issue. Along with a repeat of the email I received 2 emails ago I got a refusal. I had already complied with all the steps requested several times. I did however get it to work once, for a few minutes, over the weekend after providing the sim and imei (phone id), info which They already had. It did not work subsequent to that.Push notification works perfectly so I know there is a strong enough signal.Because my mother has been continually in and out of the hospital during this time, and I am away from home and my business this issue has been especially critical.
Product_Or_Service: CEll
Account_Number: incident XXXXXX-XXXX
Other (requires explanation) refund and contact with a senior engineer, at my convenience, who can solve the problem.
We're sorry to learn of the customer's unsatisfactory experience regarding the LTE SIM Kit associated with ***@hotmail.com. However, our records indicate the account is in good standing with the exception of some failed payments of $20 which were incurred for exceeding the data allowance of 500MB in previous billing cycles. Therefore, this causes an interruption in services.
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 *** be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature *** 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 previously stated, the account looks to be in good standing with data usage reflecting today's date. Therefore, we presume the customer is successfully using their device.
The customer may reply here should they have any further questions or inquiries.
This case is considered resolved on our end.
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem happened well after the card issues, due to fraudulent charges.
They had the new card information more than a month before the reported issues.
They did not mention any problems with the account when I was contacting them for tech support. There wernt any at the time of the request for tech support.
The phone did not work at all when on the cell network until the time of the complaint.
All suggested remedies FAILED until the phone started working without additional work on my part after the complaint was filed.
I was unable to use the phone for at least 2 and a half months. I want a refund for the time the service wasn't working properly. They charged me even though they knew the service was NOT working.
The phone always had 5 to 3 bars when I tried to use it. The report from their apps frequently was that the server was unavailable. This problem occurred even though push apps, such as those from the weather service were working properly. Other times I just got a spinning icon in their phone app.
I should note that I updated the apps several times while this was happening when the store showed they needed updating. The apps of course after the first update showed they were up to date.
This issue is not resolved!
We're sorry to learn the customer is not satisfied with our response. However, upon proper investigation of the account associated with the LTE SIM Kit (MAC ID: 89011704278110570357) there are no issues other than those of failed charges which were incurred for exceeding their data allowance. Therefore, as the charges were not successfully captured and the account exceeded its data allowance, the account was temporarily suspended which in turn did not allow further usage.
The customer's current allowance is of 500MB and now reflects a total usage of 1.26GB for the billing cycle of 8/10/19 - 9/10/19. Therefore, the customer has now exceeded their allotment by 782MB. This can cause the account to temporarily suspend as a method of precaution to protect the customer from fraudulent usage. However, should this happen, the customer can log into their account at my.freedompop.com and reactivate.
Unfortunately, the charges associated with the account are considered valid and non-refundable due to the customer's data usage. The customer can carefully manage their data usage via the MyFreedomPop application.
We apologize for the inconvenience as no refunds will be honored.
Freedompop refuse to refund prepayment and top-up credit made to the account that was switched to ***.
I got a notice my account with FreedomPop was switched to ***. I followed the direction and could not complete the transaction. Send feedback to *** and only received an email from *** stating they received the message but no follow up after two weeks.
I contact FreedomPop about the prepayment I was charged to cover the service thru November 2019 and top-up credit on the account. FreedomPop service rep replied my account was transfered to *** so they can help me with my account.
I went check ***'s website, they state : "FreedomPop decided to surrender their Sprint/CDMA customers, so we decided to offer them a new home and save their phone numbers. You will start *** Mobile with a clean slate. Sadly we cannot recover any pre-paid balances from your FreedomPop account."
I no longer have service on the phone under freedompop account. And I would like to know if FreedomPop can just pocket all the prepayment they charged to the customer and not providing the service promised.
I would like to get refund for the prepayment I made for service thru November 2019. I lost service from FreedomPop since mid July. In addition, FreedomPop charged me for top-up credit to cover additional charge if I go over the plan. I would like to receive refund on the unused credit as well.
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 who were on a prepaid plan that has been interrupted by the migration to *** should reach STS Media's dedicated migration team at *** for assistance with their prepaid plan.
Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern.
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the ting support team as directed. They stated they only got the account, not the prepayment. If freedom kept the prepayment and top up credit, I expect freedom to refund the prepayment and any balance left in the account. It is not acceptable for freedompop to keep the prepayment for the service they did not provide and make the customers going around a circle between freedompom and their holding company, which did not provide response to the inquiry.
Per our last response, the customer was informed to reach out to STS Media's (previous owners of FreedomPop) dedicated migration team at *** for assistance with their prepaid plan and any request associated with their previous account for that matter.
We apologize for the inconvenience, but there is no further action FreedomPop can take with this request.
Service disappeared without any notice and left me with a phone I can't get unlocked
This company dropped their sprint customers without any notice as my phone suddenly stopped working with no notice and when following directions the led me to believe it was just an upgrade not a change to another carrier that charged for the service that I was getting at no charge. They also left me with two phones that I can not get unlocked to go to another carrier if I choose. There is no live customer support and if you want to talk to a human being you need to pay a fee.I think this company should be shut down.
I would like my two phones to be unlocked and to be able to talk to a human being about this transition an to know why we were not notified prior to this change. Getting my phones unlocked is my main goal at this point
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.
(The consumer indicated he/she DID NOT accept the response from the business.)
NO I do not accept this generic response.This company is not acting in good faith in any way whatsoever. They did not answer my question as to unlock my phones. They just gave some generic pasted response about balances. I got absolutely no notification before I lost service. I got tons of texts after I lost service but nothing letting me know I was going to lose my service. They don't have a phone number for support and claim they charge you for support. That is not acceptable as I want to get the phones unlocked and the people who took over the accounts told me they had no access to unlock any freedompop phones.. They are waiting to take money but can't release the phones.. The resolution is to have my two phones unlocked.
We're sorry to learn the customer does not accept our response.
However, per our last response, the customer was informed to reach out to STS Media's (previous owners of FreedomPop) dedicated migration team at *** for assistance with their devices associated with their previous account. Again, we encourage the customer to reach out to the email provided for any request associated with their previous account.
We apologize for the inconvenience, but there is no further action FreedomPop can take with this request.
I pre-paid for 12 months of service. They sold my account to *** Mobile and stopped serving me. They owe me a refund for the unused 7 months that was paid, $73.88.
They owe me a refund for the unused 7 months that was paid, $73.88.
REFUND
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 who were on a prepaid plan that has been interrupted by the migration to *** should reach STS Media's dedicated migration team at *** for assistance with their prepaid plan.
Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern with their previous balance.
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately they sold my account and will let me try and get a refund from the next company. That is not how you run a legitimate company. I've emailed STS Media and will let the Revdex.com know if and when I hear from them.
I pre-paid for 12 months of service. They sold my account to Ting Mobile and stopped serving me. They owe me a refund for the unused 7 months that was paid, $73.88.
They owe me a refund for the unused 7 months that was paid, $73.88. ***
They don't answer the phone or Emails. They still owe me $73.88.
As previously stated, per migration protocol, any customers who were on a prepaid plan which were interrupted by the migration to Ting should reach STS Media's dedicated migration team at *** for assistance with their previous plan.
However, as a courtesy to all parties involved, we've intervened and attempted a refund in the amount of $60.52 for the remaining balance on the prepaid plan which was associated with the account under ***. We ask the customer to allow 4-7 business days for the refund to process.
The account associated with *** remains canceled.
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*** where one of our more than capable representatives can provide some assistance.
We thank the customer for their patience throughout this process.