FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Refusing Refund after 7 Months of Trying to Get Service Working
I ordered a Freedompop phone on 11/28/18 (an Alcatel OneTouch Conquest, ***) and received it on 11/30. I set it up per instructions and with all technical requirements and it was able to work for the first few days. As advertised, I was able to downgrade to a free plan. I did so on 12/4 and immediately started having trouble. The phone could no longer receive calls. I first contacted Freedompop regarding the problem on 12/5/19 - on the free plan I no longer had phone support so I have my many e-mail support tickets logged. Many of them just put me through the same steps over and over again without resolve. I had many months of no-service (I can document that incoming calls were always "1 minute" because they went right to voicemail).
After many months of back and forth and no service I started to escalate it looking for a resolve on March 6th with this request (after being told again to reset the device):
"I have been over this again and again, I have done the full reset thing probably 10 times at various stages of support. I would please like to return this phone and try a different kind or just a full refund" (***, March 6th)
I continued to have issues - no calls coming in and then one day the texts would work and the next day they would not. I had various errors showing up and I communicated all these with screen shots with customer service.
On March 8th customer service person *** said:
"I completely understand your concern about that issue and since you were dealing with this problem of connection since the first month that you received the device I have escalated the issue with our support lead to see if there is another option for you. Please rest assured that we will get back to you in a timely manner. We appreciate your patience and kind understanding. However, if you need additional assistance, please feel free to respond to this email and we will be more than happy to further assist you."
I then received a followup e-mail asking if I wanted an RMA and I said yes right away and received an *** on 3/12/19. I packaged the phone up as instructed and sent it back within a few days. If they had processed it quickly I would have been happy with a working replacement phone. I understood it would take a number of weeks so I just waited.
Months later with no working phone in hand, no communication, I decided to follow up again and just ask for a full refund. I didn't want to go through all this again. It felt like they just were wearing me down and wanted me to cancel. So I contacted them on 6/9/19 with a request for a full refund of $72.98 - the money I have spent so far on phone, service, and shipping.
They have refused this request a number of times and today with finality *** told me:
"Hello ***,
I have review your case with my billing department and with the supervisor and We understand your frustration regarding the resolution for a refund on your account. At the moment we have verified all information and must decline your claim due to our terms and policies. We inform you, also, that additional responses or attempts for a refund will result in the same resolution already given. Remember, we are always available to solve any other matters or inquiries on your account.
Make sure to cancel the account to avoid any charge.
Regards
***
Asking again to speak with a supervisor and Juan e-mailed:
"In this case you can send us a letter to the following address:
*** Los Angeles, CA, XXXXX.
Your account is on free plan. If you want to keep it active is your choice."
I asked who to address this letter to and *** replied:
"You can extend the letter as to how may I concern. Since there will be no specific supervisor for this."
I would like a refund based on the fact that I have not received the services promised and have done due diligence in trying to troubleshoot the problem.
I would like a full refund of $72.98 based on the fact that I have not received the services promised and have done due diligence in trying to troubleshoot the problem and returned the phone 3 months ago.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate their patience throughout this process. Our records indicate the customer has been refunded for their sign-up order *** ($52.98) on 6/26/19. We ask the customer to allow 4-7 business days for the refund process.
Regarding the $20 incurred upon downgrading their account, this was a result of the account not meeting our minimum requirements. 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, due to the customer's unfortunate experience, we have issued a refund of $20. We ask the customer to please allow 4-7 business days for the refund to process.
Once again we thank the customer for their patience and understanding throughout the process.
I had a Freedom Pop 200MB FREE plan which required a credit card to cover charges. They changed my plan without my consent and added deposit charge.
Freedom Pop originally offered me a 200MB plan with no charge other than a 99 cent activation fee. Approximately 1 year later they sent me an email saying that they were automatically upgrading my plan without my consent and said if I did not want it upgraded I needed to let them know. The Plan page had no free plan so one had to hunt for it. Once found it said that to downgrade they needed to charge a $20 deposit so they could be sure I would pay, even though they have my credit card and charge it each month for a 1 cent fee. The initial plan said there would only be a deposit needed if I approached 100MB of data. Of interest is I keep the phone as a safety backup and never have used any time or data.
What sort of company automatically upgrades you so you pay more, hides the free plan on the plan page, and then makes you pay to reverse their actions that you had no control over. Unfortunately Freedom Pop seems to be such a company.
I have told the credit card of the deceptive practice and asked them to investigate. To automatically upgrade a plan that is still offered in order to increase income without the consent of the user is horrible. I could not stop the upgrade but was only allowed to downgrade.Plus the Plan page very carefully fails to show the free plan making it likely than many users will just give up. Rather than showing the Plan on the account page one has to choose the cancel service link and go thru several web pages before the free plan details are described. Additionally the email sent about the upgrade said I could stop the upgrade but I found it was necessary to downgrade and incure a deposit charge. I guess that is why there are so many complaints on this site. I never received any email about plan changes until they had automatically upgraded my account without my consent.
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.
Therefore, as the customer downgraded their account on 5/28/19, they incurred $20 in account credit due to not meeting our minimum requirements.
We ask the customer to keep in mind this account credit is eligible to expiration if not used within 30 days. However, they may reactivate it at no cost. We've provided a link to our knowledge-base which will provide steps on how the customer may successfully reactivate their account credit. We ask they have a look at their convenience.
Unfortunately, the customer's $20 in account credit is non-refundable due to the account being downgraded to our Basic plan. We apologize for the inconvenience and appreciate the customer's understanding.
(The consumer indicated he/she DID NOT accept the response from the business.)
Please notice that it is a standard reply and ignores all the facts. In fact I was told I would not be upgraded until the next billing cycle. However they chose to automatically upgrade me on the day of the notice so I would need to downgrade in order to prevent the $3.99 a month charge. Notice I have a credit card on file so no need to have a deposit.
Beware this company and I hope customers read my facts and their reply.
We're sorry to learn the customer is unsatisfied with our response. However, there are no charges associated with $3.99 under *** Should the customer have an alternate account, we ask they provide it so we may provide some further clarity.
We appreciate the customer's patience throughout the process.
over billing. can not cncell account because their website is set up so you can't.
Over $*** over billed after tried to cancell account.
return my money.
We're sorry to learn the customer has attempted to cancel their account to no avail which has caused them to believe our system is set without an option to cancel. However, contrary to the customer's belief, a customer can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
Regarding the charges the customer is referring to, we were unable to locate an account associated with ***@hotmil.com so we were unable to provide a proper investigation. We ask the customer to provide the email associated with the account in question so we may provide a proper investigation on the charges.
We thank the customer for their patience throughout this process.
I purchased an wireless hotspot from them and paid extra for shipping over 6 weeks ago and regualr shipping was 7-10 days and still haven't gotten it
I ordered Netgear Unite Mobile hotspot on 5/2/2019 and their ordering process said it would ship in 7-10 days. My order #XXXXXXXXX and I have yet to received this. I paid $39.99 for the device and $16.99 for the rush shipping. It's been 5 weeks and I no longer want to deal with this company. There has been zero information provided from this company and no responses to email and no number you can call to talk to anyone. They rely solely on their Freedompop online forum to do any correspondence and those people don't work for Freedompop they are just internet forum advisors. They help out but I don't believe they are actually employed by Freedompop and if they are that's ridiculous because they don't offer any help besides telling you they will look into it.
I have posted on their help page asking for help to no avail and no longer wish to deal with this company. If you need actual real help from people you have to join their online help team which charges you $7.99 a month for tech support which is absolutely wrong. There are literally hundreds if not thousands of similar posts like mine looking for their devices, trying to cancel their accounts, or changing service and nobody to help. You should never be charged to get help with an item you ordered from them.
I tried to contact them several times through their online community asking to just cancel my order and refund my money and the only answer I got was I had to wait til I received my hot spot to get a refund but the problem is I haven't gotten it and have no idea when I will. I would just like my $48.98 and monthly contract cancelled, this is absolutely the worst company I have ever TRIED to deal with. I can't even call it a deal since they haven't shipped my item in over 5 weeks. This is just an absolute horrible business practice that I can't even call or email a company in the U.S. and speak to someone. I can almost see if they were overseas but this is an American company and it's just terrible business. I will never ever deal witht his company again.
I last tried using their online forum for help and gave them all the information of my account, my email address and my order number at their request on 05/27/2019 and they have since deleted my entire post asking for help
I have tried my best to resolve this but they are basically impossible to get a hold of without paying for their online support and just want them to give my money back and cancel my device. I would never use it now even if it was free.
We're sorry to learn of the customer's unsatisfactory experience with their recent order. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #XXXXXXXXX) on 5/2/19. Due to an unexpected high demand of the device, we are currently experiencing a bit of a delay as the order is currently in BKO. We apologize for the inconvenience, but we can assure the customer our team is working diligently to get out the devices as soon as possible.
However, as the customer has stated they no longer wish to continue with the process, we have canceled the account associated with order #XXXXXXXXX along with issuing a refund in the amount of $48.98. We ask the customer to allow 3-5 business days for the refund to process.
Once again we apologize for the inconvenience this has caused the customer and appreciate their patience throughout the process.
On 05-31-2019 I received an email from PayPal, advising that I had a $94.42 charge from FreedomPop. I protested the charge since I never connected or authorized anyone on my behalf to connect with FreedomPop. When I contacted FreedomPop, I was informed that "upon completion of signup, a subscription to a trial for the Premium 2GB LTE Unlimited was authorized when selecting the agreement to the terms of service box."
Back in October 2018, from a complaint made to Revdex.com by me, FreedomPop wrote among other things that "as we no longer support WiMAX, we have canceled the account on behalf of the customer along with refunding the two charges in the amounts of $9.99. We ask the customer to allow 3-5 business days for the refunds to process. We apologize for any inconvenience this has caused on the customer's end, but we can confirm the account has now been canceled and the refunds have been issued."
With that said, suddenly, FreedomPop said how on one end my account was cancelled and then in the same breath FreedomPop stated "upon completion of signup, a subscription to a trial for the Premium 2GB LTE Unlimited was authorized when selecting the agreement to the terms of service box." I've asked for a full refund and this was the response received "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."
Since I never re-subscribe to the service, it's disturbing while my account was charged. I'm requesting your assistance in receiving a full refund *** I never authorized this service, nor did anyone, acting on my behalf. Thank you.
Product_Or_Service: I did not purchase anything but was charged as if
Order_Number: NA
Account_Number: NA
Refund I am seeking a full refund and the removal of any information pertaining to any previous account I may have had and remained in an automatic renewal process for FreedomPop.
We're sorry to learn of the customer's unsatisfactory experience regarding the charges they've incurred along with the confusion on which account was canceled under ***.
According to our records, the customer reached out via *** in October of 2018 regarding the Franklin Wireless U600 and renewal charges incurred. Within this complaint, the customer was honored two refunds ($9.99) and a cancellation of the account associated with the Franklin Wireless U600. The account has not incurred any charges since the cancellation date on 10/15/18.
However, our records indicate the customer ordered a Samsung Galaxy S5 (***) on 12/23/17, which included a free trial of our Semi-Annual subscription for Premium 2G. 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 failed to either downgrade or cancel their account prior to the conclusion of the trial, the account incurred charges which are considered valid on our end.
The customer's account associated with the Samsung Galaxy S5 was canceled on 6/5/19 and has not incurred any charges thereafter.
(The consumer indicated he/she DID NOT accept the response from the business.)
I first had contact with FreedomPop, back in 2014, where I had the Franklin Wireless U600. I downgraded my subscription to a free plan within the 30 days allowed. I was still charged a monthly fee which has since been refunded and the account cancelled back then. I reconnected with FreedomPop in December 2017, where I entered into contract for two phones, a Samsung & a Hauwei. It was then that the additional charged started. Suddenly, I started receiving charges for the Franklin Wireless U600. I downgraded and eventually cancelled the plan for the service on the Hauwei phone. Due to the over and extra charges (double-charges) outside of contract, I asked to cancel all services. I was then charged for the data (just in case) and was told that the services were cancelled. Because of repeated discrepancies with FreedomPop, I knew I had to completely terminate from them. As far as I knew, all my services were cancelled. Suddenly, a recent charge popped up again, this time without me even initiating service. FreedomPop claimed it was for an ongoing service, more than a year from the last cancellation. The company refused to refund the money they took from my account, claiming the phone account was active. Their story continues to change, depending with whom you speak. Below is a table for charges and refunds. If I don't run out of characters, I can post emails received from FreedomPop. If possible, and there's an option to email documents, please let me know.
Date Type Amount Comment
12/10/14 Debit $9.99 Account was reduced to free account yet still incurred a charge
12/17/14 Credit $9.99 Refunded charge incurred for free account
12/26/17 Debit $19.99 Charges for activation for new service with Hauwei phone (6mths period)
12/26/17 Debit $89.99 Charges for activation for new service with Samsung Galaxy phone (6 months period)
01/29/18 Debit $9.99 Charges incurred in spite of a 6 months contract on Hauwei phone
01/29/18 Debit $98.88 Charges incurred in spite of a 6 months contract on Samsung Galaxy phone
08/10/18 Debit $9.99 Charges incurred for service on Hauwei phone
08/10/18 Debit $98.88 Charges incurred for service on Samsung Galaxy phone
08/29/18 Debit $9.99 Additional charges incurred on Hauwei phone
08/29/18 Debit $71.94 Additional charges incurred on Samsung Galaxy phone
08/23/18 Credit $9.99 Refunded charge after service on Hauwei was cancelled
10/01/18 Debit $9.99 Charges incurred after service on Hauwei was terminated
10/16/18 Credit $9.99 Refund for charges made on Hauwei phone after termination
10/16/18 Credit $9.99 Refund for charges made on Hauwei phone after termination
06/03/19 Debit $94.42 Charges for Samsung Galaxy phone after service was terminated
Emails are below:
From: FreedomPop Receipt mailto:***
Sent: Friday, November 7, 2014 6:03 AM
To: ***
Subject: You are now a FreedomPop Subscriber
Thanks for signing up to FreedomPop! You will receive your FreedomPop device soon and your plan start date will not begin until it has been shipped. Once you receive your device, you'll be able to start enjoying your FreedomPop service.
Your Purchase Details
Due Today: $0.00
First Month Service Cost: $0.00
Data Plan: Free Trial Premium 2GB (4G/3G) ($0.00) *($19.99 after first month)*
Device: Franklin Wireless U600 ($0.00)
Shipping Option: Free ($0.00)
Additional Services: FreedomPop Premier Free Trial ($9.99 after first month)
Shipping Time: In some cases, orders may take up to 10 days to ship from our warehouse.
Why Can It Take So Long? We're a small company trying to do very big things. We work with several suppliers to provide you with the absolute best value in mobile. This sometimes means slightly longer processing times. However, you can sleep well knowing that you've gotten the absolute best price period!
A separate email will be sent when your device ships and will include tracking information from FedEx. (Learn more)
Check Order Status
Start earning more free data:
This is a great time to log into your FreedomPop and start earning additional FREE broadband by connecting with friends or exploring special offers from our partners.
Connect with Friends
Connect with friends on FreedomPop and increase your guaranteed monthly data. Each friend is worth +10MB/month so start connecting today!
Complete Special Offers
You can earn additional data by completing offers from our partners.
Automatic Top-Up and Pay As You Go
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 $10.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time.
You can downgrade your plan and deactivate any service by logging into your FreedomPop account and going into My Account > Plans, or My Account > Services. Our FreedomPop Support Agents can be reached by calling X (XXX) XXX-XXXX, Monday-Friday 9am-5pm PDT or by emailing ***.
To ensure delivery, add *** to your address book.
This message was sent to *** on behalf of FreedomPop
Click Here to Unsubscribe from Future Emails.
FreedomPop ***
From: FreedomPop Shipping mailto:***
Sent: Saturday, November 8, XXXX X:XX AM
To: ***
Subject: Your Franklin Wireless U600 has been shipped!
Track your package and see your order details.
Track your package and
see your order details.
Web Version
Track your package.
View Account
Earn Free
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(c)2014 FreedomPop
*Please note that tracking information may not be available immediately.
This message was sent to *** on behalf of FreedomPop
FreedomPop XXXXX W *** Los Angeles, CA XXXXX
From: FreedomPopmailto:***
Sent: Sunday, November 9, XXXX XX:XX AM
To: ***
Subject: Thanks for Joining FreedomPop!
To View Online Click Here.
Dear ***,
Thanks for joining the country's fastest, lowest cost, and most flexible wireless internet and mobile service provider! You'll be receiving your device soon and we can't wait for you to get started taking advantage of the FreedomPop Service!
Thanks,
FreedomPop Team
1) Have no fear! Don't worry about losing out on any data. Your plan start date does not begin until your device is shipped!
2) How to reset your password? - If you have forgotten your password or need to reset please visit our Forgot Your Password page and enter your email address to have a password reset link sent to you.
3) Start earning more data before your device arrives! Earn more data by completing actions or completing offers.
4) Download the FreedomPop Mobile App to keep tabs on your data and earn 200MB upon install.
5) Don't Forget: Install your Free Internet Security Software today. Your Activation code can be found here.
Congratulations, you've got access to our most popular services for the ultimate internet experience with FreedomPop Premier for your first month absolutely free to rollover unused data each month, get premium support when you need it most, secure all your mobile devices, better manage your data with usage alert and notifications and more! Learn more about yourFreedomPop Premier service by clicking here.
Also, FreedomPop now offers you a free voice and text plan to call and message anyone in the US, with a phone number and voicemail. Just download the Free Talk and Text app to any phone and start saving money!
To ensure delivery, add *** to your address book.
This message was sent to *** on behalf of FreedomPop
Click here to unsubscribe from future emails
FreedomPop ***
From: FreedomPop Support mailto:***
Sent: Wednesday, December 3, XXXX XX:XX PM
To: ***
Subject: Your FreedomPop Account Has Been Downgraded
You are now 100% Free!
Dear ***,
This email is to inform you that your plan has been downgraded to the free 500MB plan. To review your account and all other plans and services click here.
We would love to hear what you think of our customer service. Please take a moment to answer a few simple questions by clicking here and win a chance to get some FREE bonus data added to your account.
-Your friends at FreedomPop
Questions? Visit support.freedompop.com
This message was mailed to *** on behalf of FreedomPop
There are sever more emails but I will stop here due to the ch
Upon account review, we have confirmed an outstanding payment in the amount of $94.42. We were unable to successfully capture the original payment on 2/28/19. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
We would like to reiterate the charge is associated with the Samsung Galaxy S5 (Order #87717158) and not that of a Hotspot device. We can also confirm the account's cancellation was done on the customer's end.
We apologize for the inconvenience, as no refunds will be honored due to being considered valid on our end.
(The consumer indicated he/she DID NOT accept the response from the business.)
The company has a history of charging for services and reactivating services even when the plans had been cancelled. Here are the brief facts again:
1. If the company's statements are true, why did they wait over a year to charge my account?
2. If the company's statements are true, why was the charge of $94.42 made for a service over a year, if the account had not been cancelled. The original contract was for 6 months at a cost of $98.88.
3. The company, in their own admission, informed that they went forward and canceled the service. They could not have been referring to the Hotpoint device of the Huawei phone since the services were down-graded or cancelled previously.
4. The company continues to reference that the hotspot was the one that was cancelled, when the hotspot and Huawei, as noted were downgraded to the "Free" service and subsequently cancelled.
5. After my last cancellation of the service I never requested another service.
6. My initial contact was 6 months at a time. Well over a year had lapsed since I cancelled the service, yet suddenly and out of the blue I incurred additional charges.
7. I am requesting a full refund.
Freedompop is charging me for services I never signed up for.
After signing up for freedompop mifi data roll over service I was charged for an international data plan I did not sign up for. I complained and they reversed the charges and promioed me to not charge me again for this in the future. Then when I canceled my data roll over plan 10 months later, they somehow re-activated the international plan again after I stopped using the service and started charging me 4.99 bucks and recently even more per month. Since I had another Freedompop account I was paying for it did not dawn on me that they were charging me twice a month until 16 months later. They have now fraudulently charged me over $100 for a service I did not sign up for on a line that stopped using altogether and they refuse to refund the charges. They are not giving me an opportunity to escalate this issue either. Shady, shady business practices...
I am seeking a refund for the service charges for the international plan that I never signed up for and they promised me to not charge for. Alternatively I will take a credit for $100 dollars to me remaining freedom pop account
We're sorry to learn of the customers unsatisfactory experience with us. Our records indicate the customer's account associated with the tab labeled *** iphone under ***@cox.net upgraded their voice plan to our Global Plus 300 on 10/21/17 and therefore continued to incur renewal fees for the service.
However, we can confirm the customer deactivated the Global Plus 300 on 6/5/19 along with canceling the account on 6/6/19. The aforementioned account has not incurred any further charges thereafter.
Unfortunately, as the customer added the Global Plus 300 and did not deactivate the service until its cancellation, the charges are considered valid and non-refundable.
However, in the faith of providing a better experience, we have issued two refunds each in the amount of $5.82. We ask the customer to allow 3-5 business days for the refunds to process.
We apologize in advance as no further refunds will be honored.
Trying to port number OUT of FreedomPop and it has been stuck "Processing." There is no way to speak to a human unless you pay $5.99.
The company refuses to help unless you pay the $5.99 - the advertise 100% free service. I have tried calling them multiple times with multiple phone numbers I've found online and on their own website. I've tried to submit a support ticket but they *requireyou to pay $5.99 to speak to a human. This seems like unfair business and sales tactics as they advertise 100% free service. The service is free unless you need to talk to them about a problem and then they require a $5.99 payment.
Release my phone number to the new carrier (Consumer Cellular) immediately or provide me with a way to speak to a human about the "Processing" delay without having to spend $5.99.
We're sorry to learn of the customer's unsatisfactory experience with us regarding their port out. Our records indicate the customer's port out info is all set and ready. The customer will have to present their gaining carrier with the following:
Account Number: XXXXXXXXXXX
Pin: ***
Please keep in mind the account must remain active throughout the process in order to complete the port out. Once the phone number has been ported, the customer may select a new number or cancel their account. To achieve either of the two options, we've provided two links which will elaborate on how to successfully do so. We ask the customer to have a look at their convenience.
https://***
https://
(The consumer indicated he/she ACCEPTED the response from the business.)
The issues of the port is, indeed, resolved. However, I still think it's deceptive and inexcusable to advertise a "Free" service and then require a customer to pay $5.99 just to speak to customer service. That seems deceptive, inaccurate per your advertising, and downright confusing. I'm glad the issue was resolved and I never have to do business with this company again.
On December 16 2018 I prepaid for 1 full years service (Order ID XXXXXXXXX) which they unilaterally cancelled without compensation
I paid in advance for 1 year of Premium LTE 1GB service XXXXXXXXX. Worked fine when I got it.
Now, when I log into my account they have no record of my ever having paid anything - put they have an old CC number.
My online account shows 0 calls, and 0 bytes used so the excuse that they use for most other complainants would be bogus if they try it here.
Since they have unilaterally cancelled my service without warning, I want a refund of the portion of my prepayment that I will not receive because of their actions. I also want the account closed, my cc information deleted, and any locks they have on my phones(there should be none) removed.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's sign up order #XXXXXXXXX consisted of an LTE SIM Kit and an annual prepaid ($49.99) service of Premium LTE 1GB on 12/28/18. This account was canceled on 6/5/19 and so the customer was issued a prorated refund of $28.35 for the unused services remaining.
As we can confirm the account associated with ***@mediacombb.net remains canceled and a prorated refund has been honored, there is no further action needed on this complaint.
We thank the customer for their patience and understanding.
(The consumer indicated he/she ACCEPTED the response from the business.)
They refunded unused portion of pee-paid term. Still unclear why they turned off service in the middle of the term, but I am satisfied with the refund and cancellation of service
Co. upgraded act. without my permission to premium account,co. now requires a fee to talk to support or to downgrade service that was never requested.
On June 02, I received an automated email from freedompop stating that I would automatically be upgraded to a premium account, unless I click to select a free account. I selected the free account, and the website states that it was successful and I would remain a free account (I have a screenshot showing the success in keeping a free account). However, my service status webpage states that I am still signed up for premium service. When I try to contact support, they say I need to pay to talk to support. When I try to downgrade the account, they say I need to pay to downgrade the account. I never requested the premium service in the first place, but I have to pay Freedompop to fix the problem.
I want to keep the free account, but I don't expect to pay anything for service I didn't request in the first place, and I don't expect to have to pay to get service account help.
We're sorry to read of the customer's unsatisfactory experience regarding the renewal charges they've incurred. However, after providing a proper investigation under ***@woh.rr.com, we were unable to locate any charges associated with the Premier VAS.
Should the customer be referring to another account they may have, we ask they provide the email and phone number associated with it so we may provide a proper investigation.
We thank the customer for choosing FreedomPop as their preferred carrier and appreciate their patience throughout this process.
Back in September 7, 2018 I was advise to open a temporary account to switch my existing freedompop phone line because I was switching plan.
UNAUTHORIZED FEES HAVE BEEN CHARGED FOR ACCOUNT THAT SHOULD HAVE BEEN CLOSED AND THAN IN NOVEMBER A MONTHLY PLAN WAS ADDED WITHOUT MY CONSENT. EMAIL ADDRESS:***. THIS ACCOUNT SHOULD HAVE BEEN CLOSED AS OF LAST YEAR SPOKE TO REPRESENTATIVE THERE WAS NO PHONE NUMBER ISSUED, AFTER I SUBMITTED TICKET A PHONE WAS ISSUED*** FEW DAYS AGO. THE ONLY ACTIVE ACCOUNT I SHOULD HAVE, SHOULD BE*** EMAIL: ***. FRUSTRATING WHEN YOU ARE UNABLE TO SPEAK TO A LIVE PERSON.
I'm requesting a full refund for unauthorized charges.
We're sorry to learn of the customer's unsatisfactory experience with us regarding their account associated with***. Our records indicate the customer's account set up on 9/7/19, included a free trial of our Premium 2GB. 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 customer neither downgraded nor canceled their account prior to the renewal of the Premium 2GB, this became a paid subscription which is why the customer has incurred renewal charges.
Regarding the $20 incurred, this was done as the customer was within their data allowance. 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 we can confirm the customer canceled their account on 6/3/19, we've honored a refund of $14.96 which remained active in account credit. We ask the customer to allow 3-5 business days for the refund to process.
We confirm the customer has not incurred any charges since the account cancellation. Therefore, we will consider this case resolved as a refund has been honored and the account remains canceled.
We thank the customer for their time and patience throughout this process.
Fraudulent Misrepresentation. False advertising. Unlawful bait and switch. Incompetent, slow, nonexistent, unhelpful, and unsatisfactory customer service. No involvement of upper management. They advertise a lower price when you sign up, then when you have the service, the price is nearly double, without explanation. Claim the device is free, then ask for you to return it if you cancel, despite this not being stated anywhere in the terms and it is called a free device. The packaging you receive states you will receive 2.5 times the amount of data as they provide you. Advertise a 14-day refund policy yet do not respond to refund request. No response after multiple requests for refunds and Paypal dispute submitted. Asked me to return device without providing any shipping label despite the device showing up as free for $0.00 in all advertising and in the receipt. Refuse to unlock device despite it being a no-contract device which cannot be locked by law under FCC regulation.
Unrecognized,fraud charges.
Hi.
I just bought kit freedompop in BestBuy for $0.99. Then registered , I have chosen Free plan 200.
You show additional charge $ 0.99 and $3.45..
ok, I submitted, but you charged me for $13.98 !!!... Is it Free ?... and what next? each month same charge ?
And I How cancel this deal,there is contact this company ?
refund
We're sorry to read of the customer's unsatisfactory experience with us regarding the charges incurred upon account set-up. Our records indicate the customer set up an account (Order #XXXXXXXXXX) on 6/3/19 for which they incurred an Account Setup Fee of $0.99. Within this order, there was also a $10 in account credit, and a FreedomPop Administrative Fee ($2.99) which came to a total of $13.98.
The sign up order also consisted of our FreedomPop Premium Plus service, however, this was deactivated on 6/3/19 and so the customer should not incur any future charges for this service as it will be inactive on their next billing cycle.
As the customer has downgraded their data plan and deactivated the VAS, they should not incur any charges upon their next renewal. However, should the customer incur a charge, they may reach out to our 100% free support options via social media at *** or ***.
We thank the customer for choosing FreedomPop as their preferred carrier and encourage them to reach out via support should they have any questions in the future.
FreedomPop offers free internet service if one purchases their internet hub, which I did. I used this briefly, then turned it off. I have not used it for years, but I have been getting billed, because I cannot find anyway to contact them to get them to stop billing me and turn off the service. They don't have a contact number, real customer service people (they just send you to public answers on line about problems you might be having.) Years ago I tried calling a number I did find, and they were only available during business hours. I left a message and never received any call back. I have not been able to find a way to send them an email.
I never wanted paid service. If I did use it once over the limit, then I should not now have to pay every month from then on and not be able to tell them to turn it off. This is really a scam, as you just get so tired of going around in circles on the website and have to give up.
Product_Or_Service: FreedomPop internet hot spot
Refund I would like to get some or all of my money back. Minimally, I want them to stop billing me any further. However, I have paid between 10 and 12.98 a month for years for s service I do not want and did not use.
We're sorry to learn of the customer's unsatisfactory experience with us regarding the renewal charges incurred. Our records indicate the customer ordered a Freedom Spot - Photon Platinum (Order #XXXXXXX) on 3/24/14 which included a free trial of our FreedomPop 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.
Our customers can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
As the account remained active and the FreedomPop Premier subscribed to it, the customer continued to incur renewal fees which are considered valid on our end. However, the account was canceled on 6/3/19 as we detected an attempted dispute with the customer's financial institution. Upon cancellation of the account, the customer was issued a refund in the amount of $12.98.
The customer may refer to our TOS where the following is taken directly from:
"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."
https://www.***
As the customer has been a subscriber for some time, we've honored two more refunds each in the amount of $12.98. We ask the customer to allow 3-5 business days for the refunds to process.
We apologize for any further inconvenience this may cause, but no further refunds will be honored beyond the extended courtesy two.
We thank the customer for having chosen FreedomPop as their carrier and wish them the best with their gaining carrier.
Unethical business practices
I bought freedom pop because they promised the following:
1. SIM Card for $0.01 cents
2. Free downgrade to a plan that gives 200 free mins, 200 texts and 200 mb
Here is what I got:
1. 3 SIM cards shipped, each was auto enrolled in hefty monthly plans
2. When I tried to downgrade, they billed $20
3. I was successfully able to cancel 1 SIM card. After this, the website does not allow further cancellation
4. No customer support
1. Need my account to be fully closed. 2. STOP shipping customers SIM cards forcefully without their consent 3. Refund my money
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.
Our records indicate the customer was able to contact our support via Twitter where a representative was able to assist in the cancellation of two accounts. The customer was also refunded the $20.00 incurred on both accounts.
However, our records indicate a third account which was canceled on the customer's end, was yet to be refunded the $20.00 incurred. Therefore, we have now issued a refund for this balance. We ask the customer to allow 3-5 business days for the refund to process.
We hope we have assisted in providing a better resolution for the customer.
Should the customer give us a try in the future, we'd be happy to have them and encourage them to reach our 100% free support via social media at *** or by visiting our community at
Two charges for 99.88from PayPal checkout may 30,2019
*** freedompop *** PayPal checkout the account was charged 99.88 twice for Sims unused with phone numbers no devices used.
Closed account closed financial information refund case closed
e're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 2/26/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited Semi-Annual 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 being neither downgraded nor canceled prior to the free trial's conclusion, the account incurred a semi-annual renewal charge which is considered valid on our end and non-refundable. However, as the customer has canceled their account on 6/3/19, a reverse of $98.88 has been processed. We ask the customer to allow 4-7 business days for the process to take place.
As the account remains canceled and no further charges have been incurred, we will consider this case resolved. We thank the customer for their patience and understanding throughout the process.
(The consumer indicated he/she DID NOT accept the response from the business.)
There were two charges on my card for 99.88 I only got one payment back.
We apologize for the delay in response and appreciate the customer's patience. We can confirm the $98.88 incurred for the account associated with *** has now been processed.
Again, we ask the customer to allow 4-7 business days for the refund to process.
There is no further action needed on this complaint as we've honored the refunds and accounts remain canceled.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedompop paid back both payments of 99.88 last one was on the august 17, 2019. I am closing this complaint.
Freedom pop continues to complete unauthorized charges on my account without refund.
I placed an order with Freedom pop under account email *** and paid for a Netgear Unite Hotspot on April 5th, 2019 with my debit card. On April 29th, 2019, I still had not received my device and had an unauthorized charge of $36.98 for initiation of internet service when I had not yet set up a plan or received my device/services. I created a support ticket on 04/29/2019 at 05:41 AM where the issue was resolved with online support agent "***" and my bank account was refunded $36.98 (Reference Number XXXXXX-XXXXXX). When I received the hotspot device, I chose a free data plan and somehow my plan was changed back to a $24.99 plan which I did not authorize and was charged. When I downgraded back to my free plan on 05/30/2019, the company did not notify me there was a $20 fee for this downgrade which I again, did not authorize but was charged for. I created a support ticket on 5/30/19 and spoke with "***" regarding the charges who returned the $20 to my Freedom pop account as a credit however, I no longer wish to use this company because of the extreme frustration I have experienced and want this refunded to my bank account. Freedom pop refused to refund me both unauthorized charges of $24.99 and $20 to my bank account(Reference Number XXXXXX-XXXXXX). Their reasoning for not refunding me is as stated "...per our Terms and Conditions, under Freedompop Payment Terms: All payments made BY YOU to FreedomPop are final and are non-refundable." I stated that I understand the Freedompop Payment Terms that All payments MADE BY ME to FreedomPop are final and are non-refundable however I did not make or authorize a payment to the company. I again requested a refund of the money that I did not authorize them to take from me and they again, refused my request.
I eventually had to cancel my account on 5/31/19 in attempt to prevent further unauthorized charges to my account.
I want a full refund of the money taken from my bank account in the amount of $24.99 and $20 which I did not authorize nor was I notified that these charges would occur.
We're sorry to learn of the customer's unsatisfactory experience with us regarding the $20 incurred. 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.
As the customer's account has been canceled, we have now issued a refund in the amount of $20. We ask the customer to allow 3-5 business days for the refund to process.
Again, we can confirm the account associated with *** was canceled on 5/31/19 along with a refund of $24.99 on 6/5/19 and now we've honored the remaining balance.
We appreciate the customer's patience and understanding throughout the process.
I placed an order almost a month ago and still have not received my item. I have no way of contacting customer service to get help.
I placed an order for a hotspot on May 6, 2019. I still have not received the item. The shipping always says it will ship in 1 to 7 days, but it has not shipped. The company makes you pay for VIP service to be able to talk to customer service or submit a ticket. I want to cancel. I have no desire to do business with this company. I can't even contact anyone to cancel my order.
I want to cancel my order and get my money back.
The company issued a refund. This case can be closed.
The business has charged me for an order, has not completed said order, provides no way to cancel the order or account, or to contact them.
On 5/28/2019 I purchased a mobile hotspot device online, with the understanding that the device would cost me $9.99 and that after a 14 Day trial period, I would be charged a recurring $24.99 a month. After completing the order, I returned to my account page to discover that my account had been automatically upgraded to a Premium account, which incurs and additional $20.00 a month charge. At no point did I authorize this upgrade, nor was I informed that it would be automatically added to my account. I downgraded this service prior to be charged, as I did not request it.
Two days later, when I checked the status of my order, I discovered that it was still in the initial phase and had not even be received for processing. After reviewing several other customer comments and reviews in the business's own forums, I learned that the issues I was having were typical of many other customers.
At this time I decided it was in my best interest to cancel my order and sever ties with this company before I too ended up be compounded charges I didn't want.
Unfortunately, this company offers no way to cancel orders. When trying to find a way to contact them directly, I discovered that the only ways to make contact with them are to either upgrade your account to Premium status or $20.00 per month, or to post a message in their forums. However, forum messages are intercepted by their staff and no not always get posted.
At this point I was getting concerned and decided I should probably just cancel my account. I made several attempts to do so, but each attempt failed with an unspecified error. After reading other posts, I learned that this was a typical scenario.
At this point, after reading numerous articales online regarding many of this company's other customers, and after reading a large number of ther complaints here at the Revdex.com regarding this company, I feel that FreedomPop intentionally structures their website, billing and ordering processes and business practices to maximize profit, hoping that either customers won't realize the additional charges, or will give up in frustration while trying to resolve disputes with the company.
I would like for this business to stop engaging these unfair business practicing; to stop charging customers additional, unwanted charges when they try to cancel out of a service; to give customers and proper, functional way to not only effectively manage their accounts, but to cancel said accounts if they choose and to be able to contact a representative of the business without having to pay an additional monthly charge to do so. Oh, and I would like my account to be cancelled and for the charge to my account be returned.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (***) on 5/28/19, which includes a free trial of our Premium GSM 2GB and FreedomPop 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.
Due to a high demand for the Netgear Unite, we were experiencing a back-order. However, our records indicate the device was shipped on 5/29/9 with a start date of 5/31/19, which in turn qualifies for a return date of 6/14/19. Should the customer encounter any issues with their device not being assigned to the account associated with ***@gmail.com, they may activate it by visiting freedompop.com/activate.
We hope the customer is able to enjoy their ordered device and appreciate their order.
(The consumer indicated he/she DID NOT accept the response from the business.)
The device ordered did NOT ship on 5/29, as the Business claims.
In fact, on 6/11/2019, I posted a message on the Business' website stating as much. The device did not actually ship (according to the Business' website) until 6/15 and has not yet arrived. Not having shipped until 6/15/2019 hardly makes it eligible for return by 6/14/2019.
As to the Free Trial becoming a monthly subscription unless downgraded prior to renewal... in order to downgrade an account, your require a balance on the account, and will automatically charge $20 to anyone trying to downgrade their account unless they have a balance in their account. This was not disclosed at the time of sale.
I do not want to downgrade my account. I want to cancel it entirely, which I have been attempting to do since 5/28/2019.
We appreciate the customer's patience and understanding throughout this process. As the customer states they are yet to receive a device and wish to cancel, we have processed the cancellation of the account associated with ***. The customer should receive a confirmation email informing them of said action.
We can also confirm we've honored the refunds of $9.99 and $27.98. We ask the customer to please allow 3-5 business days for the refunds to process.
Again, we thank the customer for their understanding throughout the process, and we'd be fortunate should they consider us in the future. We wish the customer the best with their gaining carrier.
(The consumer indicated he/she DID NOT accept the response from the business.)
While I appreciate the business' efforts to satisfy my requests to cancel my account and refund the charges, I don't feel there was any recognition of the underlying problems that led to this complaint from myself and numerous other prior customers of this business. This business should recognize that how they are doing business, and how they are treating their customers is not only wrong, but very shady. I don't feel that this business is better now or has any interest in doing better in the future.
I canceled the same day I was charged and they will not refund me the $50
Today May 30th my service that I thought was cancelled was charged to my account. I haven't used it in months it's bad service and you can never get help unless you pay $30 extra a year. I saw my charge today and immediately cancelled my account when I realized it was still active. I asked a few times for a refund and was told it's non-refundable. I cancelled the same day as the charge so there should be no reason why I shouldn't get a refund.
All I ask is a refund to my credit card for the $49.99 i was charged.
It has been resolved. Thank you
FreedomPop Keeps Charging Me Without Notice or Auhtorization
I have used this company in the past and had issues with them charging me twice for things that I did not request.
I saw an advertisement recently and figured I would give them a second chance.
Once again, they have put an Un-Authorized charge on my PayPal account.
I was on the free trial and I cancelled and I checked my PayPal and there was a charge for $20.
When I checked, they had topped up my account by adding $20 to my FreedomPop account even though I never requested a top up and they never notified me they were doing so.
This company uses outright SCAM and deceptive tactics when it comes to billing practices. They lure you in with great offers and then take your money from you when you are not looking.
On top of that, when I checked my account, it said I owed $5 for usage of my account when in fact I have not even activated the SIM card they sent me to start my service.
I do not understand how a company like this can treat customers this way. It is clear, their only goal is to take your money.
In baseball, it is three strikes you are out.
For me, two strikes is all it takes.
I will NEVER use Freedom Pop services EVER again!
I want a refund of the $20 you removed from my account without notice or reason.
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."
We've attempted to locate the customer's account associated with a $20 fee, however, we were unable to successfully do so. We ask the customer's cooperation in providing their account email so we may provide a proper investigation.
We look forward to the customer's response so we may provide further assistance.