FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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AUTOMATIC CHARGE FOR A SERVICE I DON'T WANT AND I DON'T USE FOR OVER A YEAR
I have been automatically charged the amount of $20.94 x 2 ($41.88) from my Paypal account for 2 FREEDOMPOP lines I don't use for over one year and which service I don't want. A year ago, I made a similar claim when I was charged (I had contracted a FREE TRIAL) and then I was charged $15.00 per line for a security deposit and additional amounts for the "service", which I never used. Fine. But again this year I am charged? I didn't authorize the charge, I don't use the service of this company, I don't have the sim cards of this company. I don't want any business with this company.
I need to be refunded the amounts charged to me and be assured that I will never be charged or attempted to be charged anything from this company.
Upon account review, we have confirmed an outstanding payment in the amount of $20.94. We were unable to successfully capture the original payment on 3/16/19 for the account associated with phone number (***) ***-***. We were also able to successfully capture an original payment on 5/31/19 for the account associated with phone number (***) ***-***.
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)."
Although we maintain the charges are valid, a refund in the amount of $20.94 was issued on 6/28/19. We can also state a second refund of $20.94 has been issued and should process in 4-7 business days. We ask the customer to allow the appropriate time-frame.
Should the customer wish to manage their subscriptions, they may do so by following the instructions on the links below:
Cancel Account - https://support.freedompop.com/app/answers/detail/a_id/2634/kw/cancel
Downgrade Plan - https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Add/Remove Services - https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade
As the refunds have been honored, we will consider this case resolved. However, should the customer feel otherwise, they may provide an update and we will assist them in a timely manner.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for the reimburses. But the story has two sides: I DID NOT WANT YOUR SERVICE. In fact, after the initial TRIAL in 2018, I was charged monies that I didn't expect because according to FREEDOMPOP I had not cancelled my service before the deadline (or something like that, I don't remember, but the charges were expensive, not cheap). And so ok, I gave up that money but decided that I didn't want this service anymore. To me, this was clear. And this year, a few months ago, I was charged again and I kindly asked these to be reversed because I didn't want or need your service and you could have easily noticed that I didn't use it for over a year. But you denied me any reimbursement claiming that its your business rule and that is how I ended up requesting the assistance of Revdex.com. A GOOD company LISTENS to its customers, prospective, leaving customers. A GOOD company differentiates itself by understanding that there are unique cases. But from my experience I can't say you are a good company. Maybe your service is worth something to many others and that is great, but it was not for me. And that is something that I wish you would have understood. If a customer wants to leave, let him leave in good standing, not fix yourself on profiting more from them. Yes you can say its all on your fine prints, if you read beyond that, something is wrong because similar cases in which customers claim to mine seem to be many. I can't recommend this company to anyone. I had a friend recommending this on his facebook account, which I believe he must have done for his own personal gain.
I canceled before 14 day period but no refund on 26 dollars they charged for free service. Frredompop is a trap and a scam. I am a victim.
I canceled before 14 day period but no refund on 26 dollars they charged for free service. Frredompop is a trap and a scam. I am a victim so my goal is to pass this message to at least 100 fora. Spread the word before falling into this scam.
refund
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 4/21/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon further investigation, our records show the customer's device was shipped on 5/9/19 and arrived on 5/11/19, which in turn confirms a return qualification date of 5/25/19. Unfortunately, the customer canceled their account on 5/28/19 which exceeds our 14-day money back policy.
A $20 charge was captured on 5/20/19 as to the customer downgrading their account. 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.
That being said, the customer was refunded $20 on 5/29/19 as a courtesy due to the account being canceled.
We can confirm no further charges have incurred since the account's cancellation.
Unauthorized charge, had to reactivate billing account to navigate to free subscription, said only $0.01 charge, then got charged $89.97
On 5/27/2019, I decided to try FreedomPop again for use of their free subscription and logged on to be greeted with the notice that I needed to update billing information. The pages would not let me go to subscription or account status without updating this information. When It lead me to PayPal, it showed that there was a $0.01 charge only to add the billing account. I clicked accept and a few seconds later I got a notification on my phone that I was charged $89.97. I don't even have a number associated with the account! I immediately went to downgrade the service to cancel, and prompted me to switch to a free account subscription(this was not available to do before entering billing information). After it showed me a message about how downgrading to a free account "FREE OF CHARGE", I clicked accept and then it charged me $20.00 and an additional $0.01. I
Immediate refund to charges totaling $109.96
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 8/9/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited ($89.94). 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.
Upon account review, we have confirmed an outstanding payment in the amount of $89.94. We were unable to successfully capture the original payment on 9/11/17. 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)."
The customer downgraded their account on 5/28/19 and incurred a $20.00 charge due to not exceeding our minimum requirements. We require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
As the customer downgraded their account after the renewal took effect, they are not eligible for a full refund ($89.94) due to the account being a semi-annual plan. The changes will take effect until the next renewal date of 11/28/19 so the account will reap the benefits of a Premium LTE 2GB Unlimited plan.
The customer may select a phone number by following these steps:
Step 1: Log into your account at my.freedompop.com.
Step 2: Click on Devices.
Step 3: Click on Select New Number.
Step 4: Search for a new number by City & State, Zip Code, or Area Code.
***
We apologize for any inconvenience this may cause, but there will be no refunds honored as services have been rendered.
I cancelled this contract 10.28.18 and transferred the number to Xfinity Mobile. FreedomPop have taken money from my bank account twice since.
I cancelled this contract on 10.28.18 when I transferred the number to Xfinity Mobile. When I log into the account it tells me there is no plan active yet Freedompop took $98.88 from my account on November 12 2018 bank transaction ID: XXXXXXXXXXXXX & May 12 2019 bank transaction ID: XXXXXXXXXXXXX. The reason I transferred my number to another provider was because the phone was my son's and the reception in an area outside wifi just did not exist.
I have opened a ticket with the business since nobody ever answers the phone and I have reached out to them on several social media supports yet they never reply to me.
We're sorry to learn of the customer's unsatisfactory experience with us regarding their account. Our records indicate the customer canceled their account on 11/4/18. However, it appears the account's cancellation was not successfully done so which in turn caused the customer to incur renewal charges. Though the customer incurred the charges, we can confirm the customer has received two refunds each in the amount of $98.88 as they were refunded on 5/29/19.
We ask thank the customer for their patience and understanding throughout this process and apologize for any inconvenience this may have caused on their end.
I was billed $94.36 for a service that I have never used because I was unable to get adequate customer service.
My paypal was charged $94.36 for a semi annual fee for usage of a mobile hotspot. I saw that the connectivity was not good and I reached out for support. When I did not get support, I put it away and have never used it. I was charged on May 22, so I reached out to prevent from being charged and I submitted a ticket for help via email.
I downgraded my service so I would not be charged again. I received a reply that says I cannot receive refund because I downgraded service. However, I have to spend $90 to upgrade again or spend $35 to get customer service package that lets me speak with customer service by phone.
I want to be upgraded without charge so I can speak with a live person or I want a full refund before I close the account. It is unacceptable to be unable to get further assistance without spending $40 more. FreedomPop knows they are wrong, because they put $20 credit in my usage account, but I have never used the service.
Please assist me in being able to get my refund without having to spend more money.
I want to be upgraded without charge so I can speak with a live person or I want a full refund before I close the account. It is unacceptable to be unable to get further assistance without spending $40 more. FreedomPop knows they are wrong, because they put $20 credit in my usage account, but I have never used the service. Please assist me in being able to get my refund without having to spend more money.
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 11/6/18, which included a free trial of our Semi-Annual subscription for Premium GSM 2GB and FreedomPop 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 the customer incurred a renewal charge for both services on 5/22/19 as the services were neither downgraded nor canceled. According to our records the customer downgraded their plan after their renewal had taken effect. In effect the customer was denied a refund as their account would still have the paid services activated until the next renewal date.
We apologize for the inconvenience, but the customer is not eligible for a refund as the services have been rendered.
Billing Cycle continued after I downgraded account to free plan.
I ordered the $0.01 sim card trial with 2gb of data on 10/31/2018 (Order #XXXXXXXXX) It shipped on 11/2/2018 and I used the sim card a few times. By 11/15/2018, I realized that I wanted to downgrade to the free plan, so I added $20 of credit and downgraded my service to the free plan on 11/15/2018. (I have the email confirmation for both of these if it would help.) Then on 5/17/2019 at 4:17:19 AM PST, my debit card, ***, was charged $139.47 by FREEDOMPOP. I logged onto my account that morning to see why I had been charged and I saw that the semi annual plan that I had downgraded in November was still active and had never been downgraded, according to them. I created a support ticket with freedompop yesterday regarding this issue, asking for resolution. This morning (5/23/2019) at 6:12AM, I received a response to my ticket from ***. stating that I downgraded my account but I never removed the services. I checked and it clearly said on 11/15/2018 when I downgraded the account that there would no longer be any additional charges for any sort of service. If they check the service and usage logs, there has not been any usage whatsoever since before 11/15/2018 and I have not used this service since then. I don't even have the sim card anymore. I understand that there might have been an error or issue with downgrading my account, but at this point, all I want is the $139.47 to be refunded to me. Looking forward to your reply.
I want a refund for the full $139.47 either to my bank/debit card or by check.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with order #XXXXXXXXX has been canceled due to a violation in our agreement. Per our TOS: "If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
https://www.***
Therefore, as the customer has disputed the charge with their financial institution, their account has been canceled as well as their refund being provided.
Unfortunately, no further action will be taken on this matter as there is nothing more which can be done.
We apologize for the inconvenience on the customer's end.
Never received product or service from FreedomPop which I have been charged for, multiple attempts to cancel service by phone and web have failed.
On 3/21/19 I ordered a SIM card and 2GB Monthly data service from FreedomPop. I was charged upfront on 3/21/19 in the amount of $10.99 for the SIM card and "Initial Setup". As of 5/23/19, I have still not received this SIM card from FreedomPop. When viewing my account on freedpop website, it still shows this SIM card for the phone number ***-***-*** has not been delivered, yet I have continued to be charged for monthly services for this phone line ($32.98 on 4/21/19 and $32.98 on 5/21/19). I have attempted to close/cancel this account several times both over the phone and on the freedompop website. Over the phone, the call drops once I provide which phone number I'm wanting to disconnect/cancel service for. On the freedompop website, when attempting to request cancellation of services for this number, the website indicates that it failed to disconnect service. I have tried this on multiple devices and on multiple web browsers with the same result. I have also contacted freedompop via e-mail on their support site, and received a scripted e-mail response linking me to a help page on how to disconnect the account which were the same instructions I followed previously and failed. FreedomPop has made it practically impossible for me to cancel this service which I have now been charged a total of $76.95 for and have never been able to use due to having never received the SIM card. I would like to disconnect this line of service with FreedomPop entirely and receive a refund for the charges I have incurred since I have not been able to utilize the services I paid for.
FreedomPop Service Phone Number ***-***-***
Order Status for this Account Number:
Order Status
Your order will ship in the next 1-7 days, based on your shipping method selection. You will receive an email notification when your order ships.
Shipping Address :
***
Louisville KY
***
Transaction History:
The below transactions were paid with VISA card ending in 9479.
Date Time Transaction Number Description Paid
5/21/19 6:43 AM *** Monthly Charge US$32.98
4/21/19 6:52 AM *** Monthly Charge US$32.98
3/21/19 9:44 PM *** Initial Signup US$10.99
I would like to have the phone number XXX-XXX-XXXX on my FreedomPop account disconnected completely and for the charges associated with this number to be refunded to me. Date Time Transaction Number Description Paid 5/21/19 6:43 AM XXXXXXXXX Monthly Charge US$32.98 4/21/19 6:52 AM XXXXXXXXX Monthly Charge US$32.98 3/21/19 9:44 PM XXXXXXXXX Initial Signup US$10.99
We're sorry to learn of the customer's unsatisfactory experience. Our customers can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
However, as the customer states they have been unable to successfully cancel the account on their end, we would love to assist in the matter. Unfortunately, the accounts associated with ***@gmail.com have no chargese of $32.98 (2) nor $10.98 associated with them. Therefore, we ask the customer to please provide the email associated with the account in question so we may investigate properly.
We look forward to the customer's response with their account information.
(The consumer indicated he/she DID NOT accept the response from the business.)
Both statements made by FreedomPop are false. FreedomPop first advised that customers such as myself are able to cancel their account at any time by simply logging in and cancelling from the account settings. I have tried this many times on several different browsers and devices and the cancellation fails everytime. FreedomPop's statement advising that no charges in the amount of $32.98 or $10.98 on my account are also completely false as I have now been charged a monthly charge of $32.98 three times now (most recently on 6/21/19 ase well as the $10.99 initial signups charge. All of these charges were for services on a SIM card which I have never received. Their own website even indicates that I have never received the SIM card for the phone number XXX-XXX-XXXX. FreedomPop continues to deny these facts which I have documented from their very own website. FreedomPop does not aknowledge the facts.
We appreciate the customer's patience and understanding throughout this process. We can confirm we've located the customer's account associated with sign-up ***. As the customer has attempted a dispute with their financial institution, we have honored all $32.98 (3) refunds along with a $10.99 and $20 refund. We ask the customer to allow 4-7 business days for the refunds to process.
As the customer has been refunded, their account has been canceled.
We appreciate the customer's patience and understanding throughout the process.
There is no further action needed on this complaint.
I want to cancel my account with FreedomPop but they won't help me do this without charging me more money. I feel trapped in their service.
I authorized $0.01 to connect my PayPal account for use with FreedomPop's website. I was unaware that they were charging me for a service that was supposed to be a free trial. When I signed up for an account with them, they told me I would have two weeks of a free trial of their "premium service". When I received the sim card from them to use said service, I had only two days left to use on it and then they charged me $87.19.
I have tried to call FreedomPop to resolve the issue I'm having with them but I get answered by a robot with no access to a human to work with. This whole catastrophe began when I bought a sim card and hotspot from them from a promotion they were having saying that I would get two weeks of a free trial of their service and can downgrade to free service anytime during that trial. They told me that the items would be activated already and ready for use. I didn't receive shipping updates on the hotspot until very late in the process and it took them almost a month to send it to me. I did receive the sim card but had no details on shipping on it.
I have tried to cancel my account with them but they have me in this loop of saying I need $20 to downgrade. I have tried it and the website did charge me, but ate the $20 and said the downgrade failed. I don't know how else to solve this on my own. Contacting them on the phone doesn't work and trying to submit a ticket costs money with them. I just want to end my account and services with them permanently.
I want my account canceled with FreedomPop but they refuse
We're sorry to learn of the customer's unsatisfactory experience with canceling their account. However, our customers can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
As the customer states they are unable to cancel the account on their end, we are more than willing to assist in the process. However, we were unable to successfully locate an account associated with ***@icloud.com. We ask the customer to please provide the email associated with the account so we may assist with the cancellation.
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't believe they will help me without asking me to pay for their "vip support" plan they offer for $5. I gave them enough money already.
We're sorry to learn of the customer's reluctance to provide their account information due to the belief they will incur a charge. However, we can assure the customer we will gladly provide a cancellation of the account in question without a charge so long as they provide it here via Revdex.com case# XXXXXX. Otherwise, the customer may refer to our cancellation steps previously provided.
We look forward to the customer's response with an update providing their account email and phone number so we may assist in resolving the matter.
(The consumer indicated he/she ACCEPTED the response from the business.)
As long as there is no charge to cancel, I can cooperate. The email on the account is ***@gmail.com.
Purchased Hotspot online billed to discover card. Paid expedited shipping, still not here no communication cannot talk to customer service.
I bought a HotSpot from Freedom Pop online, 5/13/19. Pain with my discover card, I paid EXPEDITED shipping of $9.99 to get it in 1-7 days as this is urgent we get this. It has now been 11 days and NOTHING. I cannot speak to any customer service via phone or email all they have is a worthless member forum to ask questions. I feel this is a scam that I got lured into as an elderly person. Please help!
I want my money refunded for the expedited shipping and I want my hotspot I was guaranteed by day 1-7.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #XXXXXXXXX) on 5/13/19 for which they incurred a $9.99 charge. However, there is no additional $9.99 fee for expedited shipping.
We are currently experiencing an unexpected back-order with the device ordered due to very high demand. Our team is working diligently to get the order shipped out as quickly as possible.
Unfortunately, the $9.99 in non-refundable so long as the customer's order remains accepted and will ship out as quickly as possible. However, should the customer wish to forgo the order, we will cancel the order and issue a refund in the amount of $9.99.
We ask the customer to please provide an update via this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
When I purchased this item I chose the 1-7 day shipping. EVEN if that option was not selected, it states that the item would ship in 10-14 days. So even at if what you are saying is true, I should have the item in my hands!! It has been 26 DAYS since I ordered this DEVICE! I got a tatu update saying it has been boxed up for shipping, so is that a lie too?
If this item is on back order the claim should have not been made that it was available for purchase and shipping! My Mom is home-bound and desperately needs this item to place orders for grocery delivery and to take care of other mandatory needs. I want this item shipped ASAP and for a customer service to give me some idea of when I will have it.
We apologize for the miscommunication due to the updates the customer has received. Our records indicate the customer's order XXXXXXXXX remains in BKO which is why the customer is yet to receive their device.
Due to the unexpected high demand of the device, there is no time-frame on when the customer will receive their device. We sincerely apologize for the inconvenience this has caused on the customer's end.
We understand the unsatisfactory experience this has surely been, and so we are offering a full refund of the sign up order so the customer may proceed with another device or assist in providing some flexibility.
Again, we apologize for the inconvenience and appreciate the customer's understanding throughout the process.
(The consumer indicated he/she DID NOT accept the response from the business.)
As of LAST week I got a SHIPPING update stating my "DEVICE HAS BEEN HANDED TO THE CARRIER and will ship in the next 1=7 days" yet you are stating it is still on back order. Is there no communication that is accurate as to where my order is I paid for over 1 1/2 months ago???
I need this device!
This is the message I am getting from your company, CLEARLY stating I will get in 1-7 days
Order Status
Your order will ship in the next 1-7 days, based on your shipping method selection.
Shipped
Device has been handed over to the carrier.
Paid for SIM card and signed up for "free service". One week later 3 charges to my bank account, 100.89, 100.00, and 40.00.
I saw ad for free cell phone service, paid for SIM card. Got it in the mail and signed up for the free service pay the $3.98 a ministration fee or whatever it was, then one week later I get a text from my bank stating freedom pop was trying to withdraw $100.98, $100, and $40 which they eventually took out of my bank account. What ***, never did I agree to any of these charges. What a scam and fraudulent company. Had to cancel my debit card and hopefully I'm refunded the money.
Refund the total amount charged and close my account with them.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer has multiple device-accounts associated with ***. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. The customer incurred a $40.77 renewal charge for the account associated with Order*** due to the initial 14-day trial of Premium 3GB LTE Unlimited and FreedomPop Phone Premier coming to an end. As the customer neither downgraded nor canceled their account prior to the conclusion, the account incurred a renewal charge which is considered valid on our end.
However, according to our records, each account was canceled on 5/30/19 due to a violation of our agreement. As the customer previously mentioned, they disputed a renewal charge and so in turn caused their accounts were suspended due to the violation. Upon filing a dispute, the customer was honored a refund on 5/29/19.
As the customer filed a dispute, their account will remain closed and ineligible for reactivation. The 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 "***"), we reserve the right to suspend your access to the affected Services until the *** 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 *** placed against FreedomPop."
Unfortunately, no further action will be taken on this complaint as the customer has been refunded and the account canceled.
(The consumer indicated he/she DID NOT accept the response from the business.)
First of all I only activated one of the devices so there isn't multiple accounts. Second, when I activated the other one, it was very deceptive on how to choose a plan, I was under the idea I had only signed up for the free plan not premium. Also to there response it was for 14 days then still why was I charged one week later and the first payment they tried to authorize was for 100.89 then when my bank denied it the sent a second one through for 40 and change. I am pleased with them closing my account but am unhappy how they claim it's do to something I did.
Although we maintain that the renewal information was relayed prior to the new billing cycle, we're pleased to read the customer is satisfied with the refund and cancellation. We will also relay their unsatisfactory experience with our team as we are always looking to better in every field.
We wish the customer the best with their future carrier.
I received (2)wifi hotspots approximately 3 weeks after ordering and paying $15.00 plus tax shipping and handling.I was aware that my 14 day trial period began at time of shipment.I was sent an email on wed. 5/15/2019 informing me the package had been shipped,I received it on fri. 5/17/2019 and opened just one of the wifi boxes (THEY CAME IN SEPARATE BOXES) on sat 5/18/2019. I set up and began using the hotspot for wireless internet and firestick t.v. which was the sole purpose of buying it in the first place,and within a period of approximately 8 hours service stopped due to using all of my 2 gb trial service,so I powered off the device logged onto freedompop's website to see if I had any data remaing, the website confirmed I had o% data usage left,then I saw a slider button that would allow freedompop to automatically debit funds from my checking account to top up data should I run out.Prior to ordering I wasn't aware nor did I give my consent for any automatic debits from my bank account.The only way to turn this auto debit slider button off was to purchase an upgrade equaling to a monthly fee. so I immediately checked my bank account to find that freedompop had not only debited $20.00 from my account before my data usage ran out, but they in fact made two $20.00 withdrawals in a period of about 2 hours apart, without my prior knowledge or consent.Before contacting you all(Revdex.com) THIS MORNING 5/19/2019 I checked my emails and they had sent an email last night about adding $20.00 to my data usage account, again non-consentual.Tried to cancel service on their site which is virtually impossible just as getting them on the phone. I emailed them that I"m cancelling service,but will not send their product back until monies are returned to my account...never knew they were keeping my debit card info when initial order was made.
Product_Or_Service: wireless hotspot
Refund I would like for the $40.00 to be returned to my bank account,Again after the trial 2gb service was used up I immediately powered off the device and did not use any more data because on freedompop's website under my account it stated I had none left.I will gladly return the two hot spots with paperwork and chargers, one of those being unopened at all.But I will only mail them out when my account is cancelled,and my money returned.
We're sorry to learn of the customer's unsatisfactory experience with us regarding top-ups.
We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
Our records indicate the customer accrued 3GB of data allowance for their initial trial. However, the customer's data usage reported 4.34GB which exceeds their allotment by 1.34GB and therefore the account incurred top up charges.
We can now confirm the account was canceled on 6/4/19 and a top up charge of $20 was issued for a refund along with another charge in the amount of $39.98. We ask the customer to allow 3-5 business days for the refunds to process. We can also confirm the customer was provided with a return RMA so they may return their device. We ask they follow the steps provided in the RMA.
There is no further action needed on this complaint as their refunds have been honored and an RMA issued.
(The consumer indicated he/she ACCEPTED the response from the business.)
Unused Top-Up Credit not refunded when account canceled.
I canceled my SIM card account 5/11/19 because the Messaging app was not working. I have not received a refund of a $5 Top-Up Credit. Incident:XXXXXX-XXXXXX. In the 11/20/17 email, *** stated that the credit could be refunded for a canceled account. The 30 day limit should not apply retroactively because this credit was unused, re-activated monthly, and not a payment.
Refund the $5 Top-Up Credit.
We're sorry to hear of the customer's unsatisfactory experience with us. The customer's account credit of $5.00 was continuously reactivated on the customer's end until the cancellation date of 5/11/19 at which point the account credit was forfeited.
The following is taken directly from our TOS:
All payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
If you cancel your FreedomPop Account or a Service at any time, you will not receive any refund. If you have an unpaid balance due on your FreedomPop Account upon cancellation, you agree that FreedomPop may charge any such unpaid fees to your registered payment method or otherwise bill you for such unpaid amounts.
***
Unfortunately, the aforementioned account credit is considered non-refundable as we must adhere to our terms of service. We apologize for any inconvenience this will cause the customer.
(The consumer indicated he/she DID NOT accept the response from the business.)
Incident:XXXXXX-XXXXXX. In the 11/20/17 email, *** said that the credit could be refunded for a canceled account. The 30 day limit should not apply retroactively because this credit was unused, re-activated monthly, and not a payment.
We apologize for the inconvenience but our stance on the complaint does not change. As previously stated, updates to our Terms of Service, such as payments are posted on our website when they are made. Per our terms of service, continued use of services/website implies consent to new terms.
Unfortunately, no refunds will be honored, Again, we apologize for the inconvenience this may cause.
(The consumer indicated he/she DID NOT accept the response from the business.)
Credit was unused. Account was canceled because app did not work. Freedompop email said credit would be refunded for a canceled account. Changes to terms should not be retroactive.
Charged me over $100 for a phone that I still have not received, a month later. They say the phone is on back order, and they have no idea how long it will be until they have it in stock. This constitutes consumer fraud. We will be pursing all legal avenues.
Got charged for 2 of 6-month packages that I did not remember signing up for. I have no reason for buying 6-month package since I live in Thailand.
I lost my sim card about 4 months ago so I contacted the customer support and they asked me to order a new one and they will reactivate my number on the new sim card. Below is the link they send me saying that there is $0.01 for the sim card and $0 a month for the free package.
***
It said that "No contract. No commitment. Cancel anytime.".
"No contract. No commitment. Cancel anytime."
"Downgrade to 100% Free Basic Plan anytime: 200 mins, 500 texts & 200MB/mo"
And "SIM ships activated" which is not true, I have to activate the card and get charged.
I got charged large amount before I even start using it.
I did as said and for some reason I got 2 sim cards instead of 1. Not only that I got charged for 2 of 6-month packages and 3 more top ups that I did not ask for. I ended up being charged for $270 on my credit card.
After getting charged, I contacted the customer support and they insist that they cannot adjust the bill and claimed that I signed up for it. I an a citizen of Thailand and go to US a few times a year. I have no reason to sign up for 6-month package.
Below is the Ticket ID that I opened in freedompop system.
XXXXXX-XXXXXX I contacted the customer support since I lost my card and they asked me to order a new sim card.
XXXXXX-XXXXXX I contacted the customer support to ask them to reactivate my number.
XXXXXX-XXXXXX I contacted the customer support regarding the $270 and they did not adjust the bill.
I demand full adjustment of $270 that I did not intentionally sign up for.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 4/17/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Due to the customer's failure to either downgrade or cancel the account prior to the conclusion of the trial, the plans and services became a valid paid subscription. However, we can confirm the customer's account has been canceled due to a violation of our agreement. Our records indicate the customer filed a dispute with their financial institution regarding a charge which was processed to their account. This is in direct violation of our TOS. The customer may refer to our TOS where they will find the following:
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.
***
Our records indicate the customer was refunded a total $109.91 on 5/30/19 and the account remains canceled.
There is no further action needed on this complaint as the customer was refunded and the accounts will remain canceled due to the violation of our agreement.
There website entraps people to make charges to the listed credit card without a direct means to cancel or stop a transaction.
I stopped using FreedomPop services in 2016, I left the account open because normally like in the case of Amazon one can have an account but not active orders. This is not the case with FreedomPop, they will continue to try and charge for service even if that service isn't active.
On one of my service accounts it clearly is listed as deactivated yet they continue to charge me $27.95. It's impossible for me to use this service as the device is not on.
I went in to my account in March to cancel, but that seems to have triggered the charges to start.
Their website design is purposely designed to trap people into buying when they actually want to cancel.
They give no account number to customers.
My account with them is under ***@gmail.com
dates are 3/15/19, 4/15/19, 5/15/19 for $19.99, $22.98, $22.98. Paid by Visa debit card
I'm seeking a refund for charges totaling $65.95
We're sorry to learn of the customer's unsatisfactory experience with us regarding charges being captured. Upon account review, we have confirmed an outstanding payment in the amount of $19.99 for the renewal of Premium 2GB. We were unable to successfully capture the original payment on 11/13/18. 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:
https://www.***
"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)."
Therefore, the system continued to attempt to capture the renewal charges until successfully done so. Although we maintain that the renewal information was relayed prior to the new billing cycle, we were happy to offer a one-time courtesy resolution in the interest of customer service. The customer has been refunded two charges in the amount of $22.98 and a refund in the amount of $19.99.
We can now confirm the customer's account associated with ***@gmail.com has been successfully canceled and no further charges have incurred.
Freedompop refuses to stop charging my credit card. Every month they card several times a month. They say that they will stop. I have no contract with them and no device that uses their service.
The offer PayPal as a billing option but the website and two months of dealing with their web based support it's still not fixed.
Freedompop started hitting my credit card with many charges and "validation" requests and the charges/refunds/queries had my bank cancel the card twice due to "suspicious activity". The offer PayPal as a billing option in account management, offer it on the web site advertisement for the service and in their terms of service. I have tried to change it on the web site and it doesn't work and opening a support ticket on February 1, I have had to delete my account and recreate it (that didn't fix it), been transferred to 4 different people who say "I'll get back to you" knowing that no response or activity for 48 hours by anyone changes the problem to solved and I've lost plan benefits from having to recreate the account twice (plan upgrades for refering friends that were lost with the new accounts) and now they're saying they can't figure it out so the problem is closed as solved.
I just want my account billed to PayPal as I can't trust them with a credit card anymore
We're sorry to learn of the customer's unsatisfactory experience when adding their PayPal form of payment. We have provided a couple of links which will provide the customer with the proper steps on how to successfully update their billing information. The customer may have a look at their convenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
The person responding here is as clueless as their support staff. This problem started with opening a support ticket on 2/01/2019 (***) and having it closed as solved to to them not responding and it being closed as solved, reopening it on 3/16/2019 (reference ***) it is currently escalated to management after being closed several times as solved waiting for Freedompop's response. Guiding me to web sites that can't fix anything is not going to solved this. I need a phone call fro the support group and while they are on the phone, work thru this.
Customers should be able to successfully open a new account and apply their PayPal information.
We apologize for the inconvenience as there will be no further action taken on this case.
(The consumer indicated he/she DID NOT accept the response from the business.)
I am now insulted by your company
You really need to read your own support forums and ticket threads There is a MAJOR problem with PayPal. Having opened and had shut 3 times due to being solved since you never respond, Please *** and continue to tell me there isn't a problem My account has been deleted and recreated and it still didn't work if it really is solved, have someone all me back and walk me thru it
We ordered and canceled they did not refund they reupped our account with several charges we changes
We would like refund
Refund. We do not like service
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two ZTE Warp Connect Mobile Hotspots under ***@gmail.com. Each device is tailored to its personal account, plans and payments.
According to our records, the customer's account associated with ZTE Warp Connect Mobile Hotspot (MAC ID: ***) remained active until its cancellation date of 5/30/19 due to a violation of our agreement by disputing a charge with their financial institution. The following is taken directly from our TOS and may be referred to at any point in time by visiting https://www.***.
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
The customer's initial plan of Premium 2GB was upgraded to Premium 5GB on 5/13/19. Therefore, the customer incurred an upgrade charge in the amount of $31.19. However, the customer filed a dispute with their financial institution and so a refund of $31.19 was issued on 5/29/19 along with the account being canceled. No further charges have incurred since the cancellation.
We thank the customer for their understanding.
I have tried to cancel my account this cell phone company. I do not have a contract with them. I have no service but they have continued to debit my a
All I want to do is cancel my account and have them stop charging my checking account. There is no one to talk to when I call. They want everthing done by e-mail. I have done this several times and they keep
asking me if I have settled my complaint.I do not understand why they would ask me that question since I am complaining to them.
I just want to cancel my account and have them refund me for the two months I have gone without service
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with *** has incurred renewal charges in the amount of $6.99 due to a billing error. We've successfully adjusted the billing and refunded the two charges in the amounts of $6.99. We ask the customer to allow 3-5 business days for the refunds to process.
The account associated with *** should no longer incur any future charges.
We thank the customer for their patience and understanding throughout this process.
Unlocked phone brought to Freedompop as BYOD was not properly released after cancelation of Freedompop service so it cannot be used with Sprint.
My Moto G4 phone (IMEI:XXXXXXXXXXXXXXX) was not properly released after I had canceled Freedompop service so it cannot be used with Sprint postpaid plan I have. According to Sprint technical support my phone still have PLBL flag and registered with Freedompop service and had to be ReSCU-ed by Freedompop.
Since Freedomppop has no live support my only choice was to submit a support ticket on their website. The first ticket XXXXXX-XXXXXX created 03/29/2019 was marked as resolve the next day without fixing the problem so I had to chance to respond or reopen it. The second ticket XXXXXX-XXXXXX created 04/10/2019 is pending and I cannot get any response on it even though I asked for update 04/22/2019 and 04/30/2019. They basically hijacked my phone for which I paid full price.
I need my phone to be fully released from Freedompop service so it can be brought to Sprint postpaid service.
We're sorry to learn of the customer's unsatisfactory experience with their device. Our records indicate the customer's device associated with XXXXXXXXXXXXXXX is no longer in our system. Therefore, the customer is cleared to activate their device under a new carrier.
There is no action needed on this complaint as our records demonstrate the device is not in our database.