FreedomPop

We're sorry to learn of the customer's unsatisfactory experience with us. Unfortunately, if the customer's device was purchased in 2009, they are well beyond our 14-day return policy. The customer may follow-up on our policy here:
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Beyond offering a cancellation of their account, there isn't much more which can be done. We apologize for the inconvenience.

The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".

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 an LTE SIM Kit (order #XXXXXXXXX) on 4/26/19 at the cost of $0.01. The customer then incurred a charge of $4.99 for selecting a new phone number after the initial phone number of XXXXXXXXXX was provided. Subsequently, a $3.99 charge was incurred due to FreedomPop Data Rollover being added on 4/26/19.

However, as the customer requested to cancel their account on 4/26/19 and followed by successfully doing so, we've honored a refund for all charges as they were within the 14-day money back. We ask the customer to please allow 3-5 business days for the refunds to process and we thank them for their patience throughout this process.

There is no further action needed on this complaint as the account associated with ***@gmail.com remains canceled and the refunds honored.

We're sorry to learn of the customer's unsatisfactory experience with us regarding the cancellation of their account. However, our records indicate the customers account associated with *** was successfully canceled on 4/25/19 per request.

We can confirm the account is now canceled and no further charges have incurred. The device is no longer activated with the account as it has also been deactivated.

We're sorry to learn of the customer's unsatisfactory experience with us regarding the refund which was stated by our representative. Our records indicate the refunds of $15 and $7.10 were attempted on 3/29/19 and again on 4/17/19. However, as the refunds were not successfully processed, we will resort to mailing the customer a check in the amount of $22.10. We ask the customer to please confirm their mailing address so we may file a check to their confirmed address.

We look forward to the customer's response with an update so we may proceed with resolving the matter in a timely manner. We thank the customer for their patience throughout this process.

As our previous holding company, STS Media, recently transferred ownership of FreedomPop and UNREAL Mobile to our new parent company Red Pocket Mobile, we advise the customer to please reach out to STS Media's dedicated team at *** for assistance with their request.

The customer may include *** when reaching out to *** to ensure their concerns are addressed in a timely manner.

We apologize for any and all inconveniences this will potentially cause on the customer's end.

We're sorry to read of the customer's dissatisfaction with us. Our records indicate the customer's Order #XXXXXXXXX consisted of our FreedomPop Premier ($9.99) and Account Verification ($0.01). Upon further account review, we can confirm a refund of $9.99 was issued on 4/23/19 as the FreedomPop Premier service was canceled on 4/22/19. We've also refunded the remaining $0.01. We ask the customer to allow 3-5 business days for the refund to process.

As we can confirm the account associated with ***@gmail.com has been refunded, there is no further action needed on this complaint. We thank the customer for their patience and understanding throughout this process.

We're sorry to learn of the customer's unsatisfactory experience with us regarding their ordered device and appreciate the opportunity to provide some clarity. However, we were unable to locate an order date of 4/10/19 associated with *** We ask the customer to provide the order number and the email associated with the account in question so we may provide a proper investigation.

We look forward to the customer's update.

There is no further action needed on this complaint as the customer has been reimbursed.

We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 9/17/18, 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.

As the customer neither downgraded nor canceled their account prior to the renewal date of 10/4/18, the account validly incurred a renewal charge for both subscriptions. However, the system was unable to successfully capture the payment of $98.88 on this renewal date and so the system continued to attempt the process until it was successfully captured.

The customer is correct in incurring a charge of $20 upon downgrading due to not meeting our minimum requirements for our Basic Plan. We do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.

As the customer downgraded the Premium LTE 2GB Unlimited but failed to deactivate the FreedomPop Phone Premier service, the account incurred a renewal charge on 3/31/19 in the amount of $49.92. However, as the account was canceled on 4/22/19, the charge was reversed.

Due to the customer not downgrading their account before the renewal date, no further refunds will be honored beyond the $49.92. We apologize for the inconvenience this may cause on the customer's end.

We're sorry to learn of the customer's unsatisfactory experience with their device. Our records indicate the customer's device (MEID: XXXXXXXXXXXXXXXXXX) is no longer in our database and eligible for activation with their gaining carrier.

Should the customer have the FreedomPop messaging app installed, we would recommend they uninstall our messaging app as their service has been canceled.

We're sorry to learn of their continued issues associated with the device. However, as our records indicate the customer's device has been successfully deactivated from our services and the ability to receive calls with their gaining carrier, there is nothing more to be done on our end.

The MEID: XXXXXXXXXXXXXXXXXX is for a Samsung Galaxy S3 and the following may be done in order to uninstall an application. They may go to Settings, then Application Manager. Swipe left through the 'Downloaded' and 'Running' tabs to get to the 'All' section.
Inside the 'All' tab, scroll down to the stock app they want to disable. Click on it, and then click the Disable button in the top right.

Beyond assisting the customer on how to deactivate an application, there is nothing more to be done on our end as the device has been successfully deactivated and the account canceled. We apologize for any inconvenience this may cause.

We're sorry to hear of the customer unsatisfactory experience with our service. Our records indicate the customer has two devices associated with ***@gmail.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the accounts were canceled on 4/19/19 and did not incur any charges thereafter.

However, prior to the cancellation, the customer incurred a renewal charge for the Premium 2GB LTE Unlimited service which was associated with the account previously assigned phone number XXXXXXXXXX. The customer deactivated the FreedomPop Phone Premier service on 2/14/19 and were not charged for the service on this device thereafter. The customer left Premium 2GB LTE Unlimited service active which has resulted in continued renewals of the service until 4/19/19 when the customer canceled their account online using the self-help tools.

Unfortunately, as the renewal charges are valid, they are not eligible for refund. We apologize for the inconvenience.

Regarding the $20 incurred, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.

As the customer canceled the account, we have mad an attempt to refund the $20. However, we noticed the customer disputed the charge with their financial institution on 4/19/19 and according to our records, the customer was refunded the amount disputed. Therefore, there is no further action needed on this complaint.

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.

However, our records indicate the account associated with ***@gmail.com was successfully canceled on 4/18/19 along with refunds of $102.66 & $21.63 and being honored on 4/22/19. We ask the customer to allow 3-5 business days for the refunds to process.

There is no further action required on this complaint.

We're sorry to learn of the customer's unsatisfactory experience with us. our records indicate the customer ordered a Global SIM Kit (Order #***) on 4/15/16 and did not incur any charges for their plan.

The customer manually added $30.00 (Order #***) in account credit on 10/22/17. As the customer exceeded their data allowance, their overage was deducted from their account credit of $30.00 which diminished it to $25.16. Unfortunately, this balance is non-refundable as the customer manually accepted the order. The following is taken directly from our TOS under our "FreedomPop Payment Terms" section:
"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."
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Regarding the customer's Global SIM, unfortunately, we no longer support our Global SIM. Our customers were notified via email in October of 2018 of the discontinuation of said service. They were then offered an upgrade to our LTE SIM Kit for which a link was provided. Upon receiving the email, customers were informed failure to comply with the upgrade would result in discontinued service.

We apologize for the inconvenience, but the refund requested will not be honored as we must adhere with our TOS.

As our previous holding company, STS Media, recently transferred ownership of FreedomPop and UNREAL Mobile to our new parent company Red Pocket Mobile, we advise the customer to please reach out to STS Media's dedicated team at *** for assistance with their request.

The customer may include "Revdex.com Case: ***" when reaching out to *** to ensure their concerns are addressed in a timely manner.

Unfortunately, there is no further action FreedomPop can take in regards to the customer's concern with their previous balance.

We apologize for any and all inconveniences this will potentially cause on the customer's end.

We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with ***@hotmail.com was never successfully canceled. Rather it was temporarily suspended due to failed attempts at capturing a renewal charge for FreedomPop Phone Premier.

Upon account review, we have confirmed an outstanding payment in the amount of $9.99. We were unable to successfully capture the original payment on 3/21/17. 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:

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"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."

We can confirm this balance was captured on 2/1/19. However, we were unable to successfully unable to capture the upcoming renewal on 2/28/19 and so the account became temporarily suspended until it was successfully captured on 4/5/19.

Due to the customer's account being associated with various failed attempts, the account has double-billed the account's renewal of $12.98. Therefore, we have issued a refund in the amount of $12.98. We ask the customer to allow 3-5 business days for the refund to process.

We can confirm the customer's account associated with ***@hotmail.com has now been canceled and should no longer incur any charges. No further refunds will be honored as the charges are considered valid on our end.

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 #136715997) which included a free trial of our Premium GSM 2GB and FreedomPop Phone Premier.

Our records indicate the customer used 2.09GB. As the account associated with ***@gmail.com had a data allowance of 2GB, the customer incurred a top-up fee of $20 due to exceeding this allowance by 96MB.

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."

Upon upon further investigation, we can confirm the account associated with ***@gmail.com was canceled on 4/9/19 and a refund of the unused $18.39 in account credit has been refunded on 4/16/19. We ask the customer to allow 3-7 business days for the refund to process.

As we can confirm the account to remain canceled and the refund request honored, there is no further action needed on this complaint.

We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer has two-device accounts associated with ***@gmail.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc.

The customer ordered an LTE SIM Kit (Order #***) on 3/12/19, 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.

Therefore, as the customer neither downgraded nor canceled their account prior to the conclusion of the trial period, the plans became a paid subscription on 4/4/19 which are considered valid.

Although the customer did deactivate FreedomPop Phone Premier on 4/5/19, this was done after the renewal date of 4/4/19 which will not have an effect until the semi-annual period comes to a conclusion. Therefore, a refund for the service may not be honored.

Regarding the charge of $211.49, this was incurred upon the renewal of Premium LTE 2GB Unlimited and FreedomPop Phone Premier. However, as the customer's initial sign up order was associated with failed attempts, it created an issue with the billing which in turn caused the system to process two renewal plans. We can confirm this was refunded on 4/5/19 and apologize for any inconvenience this caused on the customer's end.

Should the customer wish to cancel their account, they may do so at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel". Once the customer has decided to cancel their account (should this be their decision), a prorated refund will be honored for the months which will not be used.

the customer may reply here should they have any further questions or concerns.

We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #***) on 4/1/19. Due to the device being shipped on 4/9/19, the return qualifications date reflected 4/25/19. Therefore, the customer is still within the 14-day return policy.

We can confirm a return RMA was issued on 4/12/19 and a refund was issued in the amount of $9.99. The account was also canceled on 4/12/19 and no further charges have incurred.

There is no further action needed on this complaint as the account associated with ***@juno.com remains canceled and no further charges have incurred.

There is no further action needed on this complaint as the refund was honored.

We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 3/7/19 which included the Basic 200.

However, the customer incurred a $4.99 charge on 3/7/19, this was associated with a New Phone Number Fee. Customers are able to obtain a phone number upon ordering a device at no cost. Should a customer then change their phone number, they incur a fee in the amount of $4.99 which is the case here. The customer obtained their initial phone number of *** on 3/7/19 and was changed to *** the same day.

Unfortunately, this fee is non-refundable as the phone number was successfully activated. We apologize for the inconvenience.

We can confirm the account associated with ***@hotmail.com was canceled on 4/6/19 and no further charges have incurred.

Although we maintain that the information with selecting a new phone number was relayed accordingly, we were happy to offer a one-time courtesy refund of $*** in the interest of customer service. We ask the customer to allow 3-5 business days for the refund to process.

Regarding the refund of their sign up order #XXXXXXXXX, unfortunately, as the customer was beyond our 14-day money back policy, a refund of $13.98 will not be honored. Our records indicate the customer's return qualification end date was 3/23/19. We apologize for the inconvenience.

There is no further action needed on this complaint as the account associated with ***@hotmail.com remains canceled and no further charges have incurred.

We're sorry to learn of the customer's unfortunate experience regarding their sign up order #***. Our records indicate the customer ordered an LTE SIM Kit (order #***) on 2/22/19 for $49.99 which included our Premium LTE 1GB Annual promo.

However, this order is yet to deliver due to an unforeseen issue. Therefore, we have issued a refund in the amount of $49.99. We ask the customer to allow 3-5 business days for the refund to process.

Upon further investigation, we also noted the customer added our annual FreedomPop Premium VIP Service for $25.19. We would like to note we have also issued this refund and should reflect in 3-5 business days.

Due to the device not being delivered and the customer's request, we have canceled the account associated with ***@gmail.com in order to prevent any future charges.

We apologize for the inconvenience and appreciate the customer's patience throughout this process.

Should the customer place another order and require assistance, they may reach us at our 100% free support option via social media at ***.