FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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I had a phone line Activated with this company named freedompop they advertised this free phone service is not completely true the service is bad so I decided to port my number out but they never give the number out to the new company so from that moment the phone never work well because I only can call out but cannot call in I try to call customers service but they said need to pay to speak to a live person so enroll in a live service but I never get to speak to no body and the machine said my account was cancel but just one day ago they took $35.20 from my account and now they said my account is cancel and at that time I already five mount pay in advance so went I couldn't speak to a live person I cancel my account but now they don't want to refund my money
Product_Or_Service: samsum galaxy 6
Account_Number: XXX XXX-XXXX
Refund refund my money or provide the service for the next five mount
We're sorry to learn of the customer's unsatisfactory experience with us regarding the charge of $35.20. The customer downgraded their Annual 1GB plan and they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier Annual service active which has resulted in a renewal of the service until the account's cancellation on 5/7/19.
As the customer canceled their account a day after their renewal, we've now gone ahead and issued a refund in the amount of $35.20. We ask the customer to please allow 3-5 business days for the refund to process.
We thank the customer for their patience and understanding throughout this process and wish them the best with their gaining carrier.
I can not reach customer service. Quailty of phone service is terrible. I got a charge for a service I accidentally turned on and then back off.
On 3/8/19 I was looking through my account and saw that the Safety Mode service seemed like it was turned on. I went to turn it off so I wouldn't get charged, but then realized that I had actually just turned it on! I turned it back off as soon as I realized it (within minutes), but still received a charge for $6.99 (***). I tried logging into customer service to request a refund, but it kept kicking me back to the login page. I can log in to my account, but I can't log into the support desk. I don't think I have paid to be able to speak to a customer service rep, but even if I had, my voice service hardly ever works, so it wouldn't do much good.
My other issues are regarding the quality of the actual phone service. I have never been able to receive inbound calls. I am only occasionally able to make outbound calls, and even then the sound quality is awful and calls drop. Sometimes I can't send or receive texts or use my data. I have had this provider since 10/17/18 and have only stuck with them this long because I paid for a year of service and I've been too cheap to move to another provider, but I am about done being cheap!
I would like a refund for the $6.99. I would like to know how to be able to consistently make and receive phone calls with this provider.
We're sorry to learn of the customer's unsatisfactory experience. As the customer has stated, our records do indicate FreedomPop Safety Mode ($6.99) was activated under ***@gmail.com) on 3/8/19 and deactivated the same day. With FreedomPop Safety Mode, our customers will get a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. You can also enable or disable Top Ups at any time.
Therefore, as the customer's account was granted the additional 500MB upon activating FreedomPop Safety Mode, there is no eligibility for a refund due to services being rendered.
Regarding the customer's inability to make proper calls, as we're a VOIP, calls/texts are made over a data connection. This can be via FreedomPop's network or a local private/public WiFi whenever available. So we recommend the customer connect to the network which provides the best connectivity.
Our customers may reach our support team via community at forums.freedompop.com should they require any future assistance with their account.
Refund Policy regarding To-up credit and/or cancellation of account - NO REFUND
Unfortunately, I was charged with $20 for a top-up credit + $6.99 for Safety Mode + $3.99 for Rollover data which I disabled all these settings when I learned I still can be charged after downgrading my plan. Freedompop says no refunds will be done because all sales are final. I was also told I will not receive any refund at all even if I decide to cancel my account.
After trying this service, I realize I don't need it anymore. As of this writing, I have only used at least 6% of my total data usage.
I will cancel the account and all I want is my money back! But Freedompop says they won't not even after canceling nor a pro-rated refund will happen.
Unfortunately, I will not get my refund. This is absolutely an unfair customer service practice!
Incident / Question Reference # XXXXXX-XXXXXX
I just want my money back! All $30.98 or any pro-rated refund back to my card.
We're sorry to read of the customer's unsatisfactory experience with us. Our records indicate the customer canceled their sub-account associated with ***@outlook.com on 5/15/19 and received a reversal of three charges on 5/16/19. The three refunds were in the amounts for $20, $6.99, & $3.99 for a total of $30.98.
There is no further action needed on this complaint as the customer was refunded due to their account's cancellation.
Unauthorized transactions to my *** credit account in the amount of $243.70. Plus late fees.
Unable to contact Freedom Pop or *** customer serv
On June 17th I ordered FREE internet for the company Freedom Pop. I chose them because they advertised 100% Free internet. Then they said it would 14.99 total. They sent 2 modems, don't know why I only ordered one.
Next I am seeing charges on *** credit account for a lot more fees, total of $243.70. Unauthorized charges.
First charge occurred on June 17, 2018 for $4.99
Invoice ID
2nd Charge occurred 6/17/18 for 9.99 Invoice #FPPP:***
Netgear Unite Mobile Hotspot Item ***
Both of these transactions were taken from my *** account.
3rd. Charge occurred 7/23/18 for $15.00 taken from my personal Netspend account ending in *** Invoice ***.
4th Charge from my personal Netspend acccount ending in *** for $15.0 Invoice ID POPOT-***.
5th Charge made on 8/4/18 in the amount of $32.98. Invoice *** charged to my *** credit account.
6th Charge made on 8/4/18 in the amount of $32.98 Invoice ID, charged to my *** credit account.
7th Charge made on 9/4/18 in the amount of $32.98 to my *** BALANCE. Invoice #***.
8th Charge made on 9/4/18 in the amount of $32.98 to my *** Credit account Inv. #***.
9th Charge made on 10/4/18 in the amount of $33.49 to my *** credit account. Inv. ***.
10th Charge made on 10/4/18 in the amount of $33.49 charged to my *** credit account. Inv. #***.
My *** credit account #***.
My *** Card account #***.
To begin with this company is false advertising saying its free and charging without your authorization.
Freedom Pop told me that I couldn't return unless I paid an extra $20.00 to downgrade, or issue a RA # until I paid that $20.00.
I sent back both modems to the Los Angeles location and paid for shipping. Tracking # *** on 11/12/18.
I also notified *** and filed a dispute in which I was not refunded the money and that I needed to take it up with my bank.
The total amount I expect in return is $243,70 + late fees.
My full refund
We're sorry to learn of the customer's unsatisfactory experience with us regarding the charges they've incurred. We are more than willing to provide a proper investigation associated with said charges. Unfortunately, as the customer states the form of payment is ***, we will need information associated with their account which goes beyond the invoice number.
We ask the customer to also provide the email associated with their *** account, the first and last name associated with the *** account, and the email associated with the customer's FreedomPop account.
We look forward to the customer's update so we may provide a proper investigation and some clarity on the matter. We thank the customer for their patience throughout the process.
Internet provider. They took my money and did not send me a confirmation email or provide an adequate avenue to request a refund and cancel service.
***
They debited my credit card on 4/8/19 for internet service.
They have an inconvenient and frustrating customer service process set up on their website.
They are evasive and unhelpful.
I contact them via their website, Facebook page and spoke to 2 different employees and I'm not sure what my status is and can't get a confirmation that my issue was adequately resolved.
I want my $99.98 refunded and an email that my service was cancelled.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to rectify the matter. Our records indicate the customer ordered a FreedomPop SuperNova (***) on 4/6/19. However, this device is yet to send as it is currently in backorder due to its high demand.
As the customer has requested a full reimbursement along with an account cancellation of ***@gmail.com, we have honored their request. We ask the customer to allow 3-5 business for the refund to process.
The customer will receive a confirmation email regarding the closed account.
There is no further action needed on this complaint as we've honored their requests.
My daughter order I believe a SIM card and she is disabled so does not know better when doing this. This was done maybe two or three days ago and it is impossible to cancel. It says it has not shipped it's in processing but finally when I got to an automated phone system it says unable to cancel until I receive the SIM card. There are many many many many complaints and this has got to be a scam as it's impossible to talk to anybody or to cancel. It was a penny and a 30 day free trial but do not want this product as the company is very shady according to all the reviews I've read. It preys on the naive and not knowledgeable people. This company should be shut down
Other (requires explanation) This so-called membership to be cancelled with no more charges as it's only been two to three days that my daughter did this. I would like to receive an email of that confirmation from this company even though it's impossible to get ahold of
We're sorry to learn of the customer's unsatisfactory experience with us regarding the ordered device placed by their daughter. Our records indicate the account associated with Order #*** was canceled on 5/17/19.
As the account was canceled, we have issued the refund of $0.01 which was incurred upon sign up. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action required on this complaint as the account remains canceled and the refund honored.
It is not evident on their web site how to replace a hotspot.
It is not evident on their web site how to replace a hotspot.
Instructions on how to order a replacement hotspot.
Our customers are eligible for an Exchange RMA within 90 days of their sign up order. In order to proceed with an exchange RMA, a customer will have to be issued an RMA by one of our representatives via community at *** or via Twitter at ***.
Upon further review, the customer's devices associated with ***@att.net are not eligible for an RMA as they are well beyond the 90-day exchange window. We apologize for the inconvenience.
Should the customer have another account which is within the 90-day exchange window, they may provide the account information here so we may provide an investigation and assist.
(The consumer indicated he/she DID NOT accept the response from the business.)
The hotspot issued by FP is dead, and I cannot find a battery replacement for the obsolete model. It is still not obvious to me how I associate another hotspot with the existing account. (1) Is there a link that has instructions on how to associate a new third-party purchased hotspot with an existing account? (2) Will I be charged another activation fee?
The customer may activate a device via our BYOD funnel at *** They may refer to our support article for information on how to successfully activate their device and the requirements which must be met. We've provided a link below to our knowledge-base which the customer may visit at their convenience.
***
Regarding their existing account under ***@att.net, the customer can cancel their account at anytime by logging in and selecting "Settings" >
"Account Status" > "Cancel".
Unauthorized Charges
I have a subscription $3.99/month but Freedom Pop charged $6.98 on Feb 26, $7.30 on March 26, $6.98 on April 26 without sending any notification of the additional charges. Also I have $10 reserve money that isn't used. Before, I could get answers from their Facebook page, but no more. I have no way to contact customer service. How could you add charges without informing customers?
Refund the unauthorized charges. Use the reserved $10 to pay the next bill.
We're sorry to learn of the customer's unsatisfactory experience with us. The customer's renewal charge is set to incur a FreedomPop Administrative Fee which is why they've seen an increase in their statement.
The Administrative Charge is applied per line, per month by FreedomPop to help defray various costs incurred by FreedomPop, including, but not limited to: charges we, or our agents, pay local telephone companies for delivering calls from our customers to their customers; fees and assessments on our network facilities and services; property taxes; and the costs we incur responding to regulatory andgal obligati leons. The Administrative Charge appears as a separate line item under FreedomPop Surcharges of your invoice. This charge is not a tax and is not an amount we are required to collect from you by law. The Administrative Charge and the components used to calculate these charges are subject to change from time to time.
The renewal consists of a $3.99 fee for FreedomPop Data Rollover and a $2.99 FreedomPop Administrative Fee. Unfortunately, this fee will continue to incur upon the customer's renewal date.
The customer may reach support by logging in at *** should they require assistance in the future.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have been a customer since late 2018 & the charge that we agreed upon was $3.99/month. As FP mentions the additional charge is their own administrative fee. It just started in Feb'19 & sneakily added without informing customers.
It seems their business practice is bait & switch, offers very low cost at the beginning & then adds whatever charges FP feels like to add. It's not right!
We're sorry the customer is not satisfied with our response. However, updates to our Terms of Service, such as FreedomPop Administrative Fee are posted on our website when they are made. Per our terms of service, continued use of services/website implies consent to new terms.
***
Although we maintain that updates regarding the FreedomPop Administrative Fee was relayed prior to the new billing cycle, we were happy to offer a one-time courtesy resolution in the interest of customer service. We ask the customer to allow 3-5 business days for the $2.99 refund to process.
We also ask the customer to please keep in mind the Administrative Fee will continue to incur and is considered valid so no further refunds will be honored. We apologize for the inconvenience this may cause on the customer's end.
Document Attached***
Please reopen this case.
I thought Freedom Pop gave me $20 credit, but in fact they charged my credit card $20 & this is another surprise & unauthorized charge. Unbelievable!
This company is a complete joke. They have no one to pick up the phone when you need help to get your money back. It is complete fraud!
I signed up for the FREE service for my sons overnight field trip. He ended up only being able to use the phone when it had WiFi in the hotel, couldn't make calls or receive calls. Then a month later after never using it, we got 4 20$ charges in a row... at 2 in the morning (my son is 9 and is in bed). The phone was completely off! We called and to no avail there is not one human operator to help. The only way to get anyone is to use new phone numbers to trick them into answering and then they still put you back into the loophole of despair! I want my 80$ back on my chase card! We disputed it and they somehow sent documents to the bank! This is such a fraudulent company! I've lost hours of my life and turned a few grey hairs over this! This is not the way to conduct yourselves! Shame on you for stealing!
I want a full refund for 80$ back on my chase card!
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. Our records indicate the customer's account associated with ***@outlook.com incurred top up charges due to exceeding their data allowance of 200MB. The customer's account has an allotment of 200MB for their billing period. However, the account's data usage is 3.12GB which is an overage of 2.93GB.
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."
So as the account exceeded their data allotment, they incurred four top-up charges in the amount of $20 which are considered valid.
Regarding their account being suspended, this was done as the customer filed a dispute with their financial institution which is a violation of our agreement. The following is taken directly from our TOS which can be found in our Credit Card Chargebacks section:
***
"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."
Therefore, the account remains suspended and is not eligible for reactivation. The customer will have to resolve the matter with their financial institution.
We apologize for the inconvenience but there will be no further action taken on this account as the customer has violated our agreement.
12/08/2016 my account was downgraded to Free and I was assured my bankcard would never be charged again but they have charged 3 times since Nov 2018.
On 12/08/2016 I received an email that stated my account had been downgraded to Free and that my Gov bank card would never be charged again. However, after nearly 2 years they started to charge me again. They have charged my card 3 times since November 30th of 2018.
I opened a customer support ticket ON dECEMBER 21st 2018 and their response was that I owed an outstanding debt of $27.98 from December 14, 2016 which is not accurate as my account had been been downgraded 8 days prior with the emailed assurance that my card would NOT be charged in the future.
They have since charged my card 2 additional times. Once on January 5th 2019 for $27.98 and again on May 5th in the amount of $30.97.
Three total charges after I was assured my account had been downgraded to Free and I would Never be charged again.
I want a full reimbursement.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with ***@gmail.com was not successfully canceled. More so it was temporarily suspended due to a failed renewal payment on 12/14/16. The renewal was associated with our Global 1GB Unlimited and FreedomPop Premium Plus services.
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)."
Therefore, our system successfully captured the failed payment on 11/30/18 and continued to incur renewal charges. However, the account was successfully canceled by one of our representatives on 5/8/19 and the refunds were honored.
There is no further action needed on this complaint as the account has been canceled, refunds honored and no further charges have incurred.
Around March of 2018 Freedom Pop started billing me for services I did not use and I could not get it turned off. Either through their website or cu
I ordered two hot spot devices through their website and had them on the free usage, but never really used them. Around March of 2018 they started charging my Pay Pal account just under 20 a month for the two devices. Over all they hit me up for 200 dollars. I tried to get it turned off by calling their customer service number to no avail and tried to send them a ticket through their website, but said I was not a paying customer and would not let me file a ticket even though they were charging me 20 a month. I finally got it shut off by changing my Pay Pal form of payment to my American Express and Amex blocked them from charging any more money. Pay Pal is going to try to get me 40 dollars of the 200 back.
The refund of the 200 dollars or 160 dollars if Pay Pal gets 40 back for me.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
Customers can manage their accounts by following the instructions on the links below:
***
Unfortunately, we were unable to locate an account which has continued to incur charges. Therefore, we ask the customer's cooperation in providing the account email associated with the charges in question so we may provide a proper investigation.
We look forward to the customer's update.
Absolute scam. Paid $10 to recieve hotspot device with a 14 day trial. Trial started immediately, even though now, a month later, the device still hasn't even been shipped.
They burned through my 14 day trial and my device didn't ship, let alone even process. Then after the trial expired, which again, I never got to use, they charged me $36 for a month of service.
They won't let me cancel the account since the device hasn't shipped yet. Full on scam.
I didn't get the device I paid for, didn't get to use the free trial before it expired, got charged for a service for a device that I don't have, and can't cancel because they never processed the order pass *** my money.
Apparently someone fraudulently used my car used my card on freedompop and unless I want to pay 5.99 to talk 2 a person I have no idea how 2 get $back
Fraudulent charge I have no information on the account I'd just like a refund without having to pay 5.99 to their company to speak to a human there were a total of 3 charges made
Refund of unauthorized transactions
We're sorry to hear of the customer's predicament. Our records indicate a ZTE Pocket WiFi was ordered (Order #XXXXXXXXX) under the email of ***@gmail.com on 2/28/19. As our service requires a customer to manually select a product and input their information, the charges and account creation is considered valid on our end. FreedomPop is not the entity responsible for investigating claims of identity/credit card theft. If a customer believes their personal information has been compromised by a 3rd party, the most we can do is cancel the account associated with their email and billing information.
If the customer believes this account is the result of their personal information being compromised, we recommend the customer contacts the proper authorities to report stolen information to open a formal case to investigate.
The customer may reply here and provide their consent should they require our assistance to cancel the account associated with ***@gmail.com.
(The consumer indicated he/she DID NOT accept the response from the business.)
They know that drafts under 25 dollars a bank cannot go after which is why they debited my account for two amounts less than that in less than 7 days not only that but I've looked the company up and they claim it's free wifi service I'm not rooting the bill for someone else refund my money or we can go to court
As the customer states they have never owned said device, we have now canceled the account associated with ***@gmail.com. Therefore, no further charges should incur. A confirmation email of the cancellation will also be sent to the aforementioned email.
We recommend the customer contacts the proper authorities to report stolen information to open a formal case to investigate as they feel their personal information has been compromised.
(The consumer indicated he/she DID NOT accept the response from the business.)
They charged my bank account for a device I've never owned
I paid for a SIM Card through FreedomPop.com, and I can't access my account and can't activate my Card even my email verifies my telephone contact numbers and account number. So their solution is to write a letter by email that seems to be like talking e"deaf ears". All I want is to have my SIM CARD ACTIVATED as soon as I get my SIM CARD which seems to be taking over 3 weeks for my SIM CARD to arrive in the mail after I paid for it. Meantime, I have a trial that will end soon and they will charge me$26-$77 for the service billed at 6month intervals which I don't want to pay for services I haven't received yet.
Product_Or_Service: FreedomPop trial of services
Order_Number: XXX-XXX-XXXX or ***-
Other (requires explanation) Give me what the company advertised and promised according to the companies terms and conditions before the end of trial ends.
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.
Per our records the account has been temporarily suspended due to a failed renewal charge for the aforementioned subscriptions. The failed attempt has a date of 5/28/19 for the amount of $98.88. Unfortunately the account will continue to remain suspended until the renewal is successfully captured.
However, due to the inconvenience and in the faith of customer service, we will prorate two-month's value of the $98.88. Therefore, the customer in essence will be able to enjoy the initial trial and an extra month on us. And the remaining balance will be non-refundable as services will be rendered.
Unfortunately, should the customer not wish to update their billing and accept our offer, the only other option is to cancel the account and refund the initial sign up order amount of $0.01.
The customer may refer to the link we've provided which will elaborate on how to successfully update their billing info.
Unethical billing practices. Charges for overages, but you can't use the credit on your account to cover the costs without incurring more charges.
On May 01, 2019 I was charged $20 to credit my account for overage use. The issue is I already had $20 in my account to cover any such costs. The further problem is that Freedom Pop expires the credit from their users so they can hit them with this auto top charge. Even further they charge you $6.99 per month to avoid this auto charge. No matter the case, even with credit in the account the will always charge you the $20 auto top up fee. Really unethical business practices towards the poor and elderly who may not understand the companies process.
I would like a refund of the present top up charge and be able to use the existing credit for any current or future charges.
We're sorry to learn of the customer's unsatisfactory experience with us regarding top-ups and appreciate the opportunity to provide some clarity on its function.
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."
However, as the customer had previously incurred a top-up in the amount of $20, we have now issued a courtesy refund for the second top-up incurred of $20. We ask the customer to allow 3-5 business days for the refund to process.
Regarding the expiration of account credit, this feature becomes inactive if not used within 30 days - but this can easily be reactivated at no cost. We've provided a link which will elaborate on how to successfully reactivate the credit, we encourage the customer to have a look at their convenience.
***
As the refund has been honored and the customer educated on account credit, we will consider this case closed.
We thank the customer for their patience and understanding throughout the process.
Freedompop credited (1/14/2019) my account of $113 for services I did not request, and then charged me the $113 (1/29/2019) again. My balance was zero balance at the time. On 3/13/2019, my account was then closed because I did not take care of the fees. Sadly, I was out of town on vacation.
Refund I want Feedompop to refund my account of $113, plus overdraft fee is $36 and charge-off fee is $30. I request a total of $182.
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 11/18/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Therefore, as the customer failed to either downgrade or cancel their account prior to the conclusion of the trial, these services became a paid subscription. However, as a courtesy, the customer was refunded the full amount of $113.88 on 1/27/19 due to the cancellation of their account.
There are no further refunds to be honored as the account has no longer incurred any charges since it's cancellation.
(The consumer indicated he/she ACCEPTED the response from the business.)
I misread my financial statement.
I have been charged for services that I have NEVER been able to use
On April 29, 2019, Freedom Pop fraudulently charged my bank account without my permission. The charge was only for a penny but that is not the point. They did not have my permission to debit nothing from my account. I have not EVER been able to use the SIM card that came with a tablet that I purchased from HSN. Furthermore, I am suppose to have 500MB a month of free data but as I said I have NEVER EVER been able to use it. I have tried to talk to someone about this but unless you pay them you can't talk to a human-being. This company is a joke and a rip off and now they are thieves, stealing money from people without their permission!
I want my account deleted from their system and I do not want any contact from them ever again. Furthermore I want my penny back that they took without my permission and I want my credit card deleted from their system!
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to locate an account given the customer's credentials provided in this complaint. We request the customer provide the email associated with the account in question along with the MEID of the device assigned to said account.
We look forward to the customer's update so we may provide a proper investigation.
Bought phone from them. They couldn't get their service connected to it. Asked for a RMA to return the phone, returned it. They won't refund my money.
Purchased a new phone from them on 3/2/19. Received it about 10 days later. Phone would not connect to their service. Tried to call. There's only one number where a live person answers the phone. He would not help me. Kept transferring me over to an automated service that didn't help. Emailed numerous times. Was told that everything was fine on their end. That it must be me. Finally asked for a RMA number and instructions on how to send the phone back for a refund. The phone delivered to them on 3/25. I was told it would take approximately 2 weeks to process it and put the money back in my bank account. I have not received my refund ($54.97) and no one will respond to me about it. I have sent them a total of 12 emails from 4/1 to today, 4/30. They won't even respond to me. I want my money back!
I want my money ($54.97) back.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to rectify the situation. Our records indicate the customer was provided with an RMA on 3/18/19 for the chance to return the device as they were within the 14-day return policy. As the customer followed the steps provided in the RMA, we can confirm we have now processed a refund in the amount of $54.97 which was the cost of order #XXXXXXXXX. We ask the customer to allow 3-5 business days for the refund to process.
We thank the customer for their patience and understanding throughout this process.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received my refund. That is all I wanted. I don't understand why it was so hard to give it to me in the time frame they had first promised (two weeks of receiving the phone back). I also don't understand why they don't respond to emails and there's no phone number to call to talk to a real person anymore. But if that is how they want to do business then it's on them. I have my money back now. Thank you Revdex.com!
Freedom Pop changed their network requiring a SIM upgrade. They are unable to provide me with a new SIM yet continue billing me for service.
I've subscribed to "Global data" services through Freedom Pop since 5/17/16. The service requires the use of an international SIM in mobile devices. At some point in the last year, Freedom Pop changed their network configuration requiring an upgrade of the SIM to continue receiving service. They did not notify me of the change to service availability and continued billing me. Upon learning of the change, I attempted to order a new SIM through their website and received a shipping estimate of 5-7 days. After several weeks, I contacted FreedomPop and they stated they are unable to provide a new SIM in a timely manner because of unspecified "shipping delays" with no promise of resolution. Despite the fact that I can't consume the service, they continue to bill me $16.98 per month and refuse to reverse prior charges.
I request a complete refund of services billed since the SIM deactivation and no further charges until a compatible device is delivered to me.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. The customer is correct in the fact that we no longer support the Global SIM. However, upon the changes being made, our customers were notified via email of the changes to come prior to the discontinuation. In addition to being provided such information, our customers were also offered an upgrade to our LTE SIM Kit. Failure to do so would result in the acceptance of continuing with an active account and acceptance of current subscriptions. Hence, the renewal charges for the Global 500MB Unlimited.
Unfortunately, other than canceling the account, there isn't much more which can be done as our customers were informed of the changes prior to being made.
The customer can manage their account by following the instructions on the links below:
Cancel Account - ***
Downgrade Plan - ***
Add/Remove Services -
(The consumer indicated he/she DID NOT accept the response from the business.)
The business is lying. They have not made an upgraded device available to me and admitted in writing that they have no record of contacting me about the discontinuation of my old device. I remain without service yet they continue to bill me.
We're sorry to read the customer has not accepted our response. Although we maintain that the information was relayed prior to the changes, we were happy to offer a one-time courtesy resolution in the interest of customer service. The customer was refunded a renewal charge of $15.98 along with the account being canceled. We ask the customer to allow 3-5 business for the refund to process.
We can confirm the account associated with ***@gmail.com remains canceled and no further charges should be inurred.
Illegally expired "top-up" credit, then charges credit card $20 for $0.27 overage.
At the time of signing up fora SIM card for the "Basic 200" plan, FreedomPop ("FP") allows you to deposit $5.00 to turn off it's "Auto Top-Up" option, which I did. Auto Top-Up (if not turned off) allows them to charge your credit card if you use up any of your data/txt/voice allotments. If you have a balance of more than $2.00, they will use that money.
Unknown to me, and not in any TOS, after 30 days they "expire" any Top-Up credit balance. So if you use all your allocated txt/voice/data and have not re-activated Top-Up balance, they charge your credit card $20.00 and then subtract the overage txt/voice/data charge incurred.
You still have the unused, pre-paid Top-Up and can re-activate it. This is sneaky and I'm pretty sure illegal.
I used all my data, had a $5.00 "inactive" Top-Up balance and they charged my credit card $20.00 to pay for a $0.23 data overage. Over the course of numerous emails, they first claimed it was no refund was possible due to the TOS. Their TOS does allow refunds.
Next they claimed that my Top-Up balance was expired and could not be used. When I asked where this was in the TOS, they were unable to show me.
Lastly, they claim since I did not activate my "inactive" balance, they could charge me the $20. Since they did have the money available, then it is fraud to de-allocate it and not use it. The TOS makes no mention of any "inactive" balance.
When pointing out their excuses are not in the TOS, they ignore it and make up other reasons to not refund my $20.00.
All the above is in reference to" Question Reference # XXXXXX-XXXXXX" assigned by FP.
Refund of $20.00
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer has been refunded the $20 on 4/29/19. This charge was incurred upon exceeding their data allowance on 4/22/19.
The customer is correct in account credit expiring after 30 days of no use. However, this can be reactivated on the customer's end by logging into their account> Click on Billing> Click on the Credit Balance tab> selecting "Your credit balance has expired. Activate Credit." which can be found towards the bottom of the page> Click "Activate Credit".
We ask the customer to keep in mind the account credit will once again expire after 30 days of not being used. Once this happens, they may follow the aforementioned steps.
There is no further action needed on this complaint as the account credit of $5 was reactivated along with a refund of $20 being processed.