FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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First 1-1/2 yrs.service fine.Able to set up via phone. Now, not able to reach by phone or internet and billing suddenly extreme!!!
Everything was wonderful for the first year and a half. I was able to set up service via phone. And initial service was reasonably affordable. Now all of a sudden my bill has been going through the roof and they know I am a senior citizen on limited income who receives food stamps and can only afford so much!!! Plus all of a sudden, I cannot reach them by phone. Nor can I contact them successfully via web site because I do not have phone service with them. This is crazy!!! For them to charge me $70-75.00/mo. is unbelievable!!! It should be $50 maximum and no more considering my circumstances. I do not understand why they are doing this.
If they can go back down to $50/mo. AND I can reach them by phone (I have some visual problems and their "captcha" apparatus makes it impossible for me to contact them on-line, also)and they will permanently bill me at no more than $50, I would be satisfied with that assurance and staying with them. If they can no longer bill me at that rate tops, then I will have to find another service. But also, I think it is outrageous for them to conduct internet business with only internet forum as means of contact... There needs to be a phone method of contact person-to-person, not robot, also.
We're sorry to learn of the customer's unsatisfactory experience with us. We would love to take a look at the customer's account in order to provide a proper investigation. However, we were unable to locate an active account associated with ***.
We ask the customer to please provide the email associated with the account which has seen an increase in their plan so we may provide a proper investigation.
Further 05/03/19 on reviewing their response to you...This is NUTS!!! That they're saying they have no record of my e-mail address ***!!! I have been e-mailing them from that address and receiving responses from them at that e-mail address. Ironically, though, I have also been receiving advertisements from them on another e-mail address I have, ***. My initial order # with them was ***. Perhaps that would help you clarify things with them. Something is screwed up somewhere... Thank you for your help in this situation.
Hello ***,
I've been presented with case *** pertaining to***.
After taking a look at the accounts provided, I can confirm the account associated with *** was canceled back on 7/17/17 along with being refunded $49.99 for their *** MiFi 500 LTE. This account has not incurred any charges thereafter.
However, the account associated with *** remained active and subscribed to Premium 5GB, ***, *** Premium VIP Service, and *** Bonus Data which is why the customer continued to incur a renewal fee. I've now canceled the account and refunded the latest renewal fee ($61.07) as a courtesy. The customer should see the reversal within 3-5 business days.
Both accounts remain canceled and should no longer incur any charges.
Feel free to contact me if you have any questions or concerns regarding this matter.
Respectfully,
***
Loyalty Marketing
(The consumer indicated he/she DID NOT accept the response from the business.)
On 06/02/19 I made one more gallant attempt to contact Freedom Pop and let them know I wish to discontinue their service. These things happened: First when I went to their site, my security system warned me it was not a secure site. Then, they kept asking for my password. When the password had for them would not take, I asked for a new one and reset. Then their system responded that I had no account with them, ALTHOUGH my name and "beige" e-mail address came up.
Then, when I attempted to follow their directions to "Settings" to open the account, they indicated since I do not have premium service with them, I could not leave a message for them and I was unable to reach the point where "Account Status" would show "Cancel."
As to their saying there have been no further charges to my account since 7/17, I believe I recall there was a problem with the first modem (hot spot) they sent me in May or June of 2017 and that the service representative (at that time they DID have telephone service reps)for some reason asked me for a different e-mail address. Today (06/04), after receiving your letter last night (06/03) I just found a notation seeming to indicate concerning a Gateway modem I gave them an e-mail address of *** that e-mail address is now closed - I have been one by one over the past 2-4 days trying to close out my e-mail boxes - the only one left open is "beige." Since their web site is noted "not safe" by my security system, I did not want to type in my SS# or parts of my credit card #, as requested in one of their e-mail responses earlier on.
With regard to proving they have been billing me all this time, due to living in small quarters, I always shred receipts at the end of the year after I have filed my income tax. I will now look through boxes and see if I have anything for 2017-2018. A friend urged me to contact my credit card company and cancel the card Freedom Pop has been charging as a way of putting an end to this whole situation. If I cannot find past records, I will then for sure have to call the credit card company and see if they would be able to supply copies. I believe they also shred after one year.
I want to believe the people at Freedom Pop are not lying but have been careless in record keeping just as I have to admit I was reckless in keeping track of my account number with them. This is the worst nightmare of a situation I have ever experienced. I went out yesterday and secured a printer so I can download the *** complaint form. I will be the next 3 months paying for that. I cannot afford an attorney. Can you ask them if they show anything for the e-mail address *** after 7/17 and explain that I cannot provide SS or credit card information on a public web site?
Thank you for your continued efforts in this situation. PS: FTC indicated they would take the information but it seems they will not be able to help me individually.
I purchased 3 "hotspot" devices which would give me a limited amount of free data. They charged my credit card $15.00 per account as a cushion.
I purchased 3 "hotspot" devices which would give me a limited amount of free data. They charged my credit card $15.00 per account as a cushion. I cancelled my account on March 22, 2019 as the devices are no longer working. I have attempted to contact the company to get the $45.00 that was charged as a cushion, just in case I went over the free data allowed. I a did not pay for a premium account and therefore the company will not talk to me about this issue. They also continue to send a charge of $.01 per account to verify that the credit card is still valid.
I am asking that the $45.00 "Top-up" charge be refunded.
We're sorry to hear of the customer's unsatisfactory experience with us. As the customer's accounts associated with ***@comcast.net have been canceled, we've refunded the remaining account credit associated with each account. The refunds are in the amounts of $15.00, $15.00, and $11.13 as one account exceeded the data allowance and so it was removed from their balance of $15.00. We ask the customer to allow 3-5 business days for the refunds to process.
Regarding the $0.01 charges incurred, this in incurred as part of our Maintenance Fee. FreedomPop reserves the right to automatically charge the Maintenance Fee to a customer's valid payment method on file each month the Maintenance Fee is applicable to ensure no disruption of the Broadband Service, Phone Service, Value Added Services, and Other Services. The customer may refer to our TOS for further information associated with our Maintenance Fee.
https://***
As the accounts remain canceled and the refunds honored, there is no further action needed on this complaint. We thank the customer for their patience throughout this process.
(The consumer indicated he/she ACCEPTED the response from the business.)
NO way to contact FreedomPop about phone number canceling error. They offer no phone support and with my number canceled I can not use the online con
I have been a customer of FreedomPop for over 5 years using the free plan offered. My problem developed about 3 weeks ago when freedomPop charged a penny to my charge card. The charge was removed and then my phone contract was canceled. I have no way to contact them!! My account was canceled by freedom pop in error and without an account they offer no internet support and when I try to reactivate my phone I am again blocked because I don't have an open email to associate because mine is still connected to the canceled number. I tried to talk to the sales rep on the only number available. They transfer me to a phone loop that goes nowhere.I have called and pleaded with them for help and the quickly pass *** to the useless phone loop. I am very frustrated that I am in this limbo area with no way out. This could quickly be resolved if I could talk to someone. My phone number with FreedomPop was XXX-XXX-XXXX.
Explain what the 1 cent charge is for and if it needed allow me to change to a different charge card. Reestablish my phone number of XXX-XXX-XXXX on the FreedomPop free plan.
We're sorry to hear of the customer's unsatisfactory experience with us. The $0.01 charge is in relation with our Account Maintenance fee. The following is taken directly from our TOS which we've provided a link for reference.
"Notwithstanding anything else in these Terms to the contrary, if you choose the Free Monthly Broadband Plan or the Free Monthly Phone Plan and (a) do not make a payment for excess usage, Value Added Services, or Other Services in any particular month and (b) use less than 5mb or make fewer then five (5) calls in any given month, FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active. For your convenience, FreedomPop reserves the right to automatically charge the Maintenance Fee to your valid payment method on file each month the Maintenance Fee is applicable to ensure no disruption of the Broadband Service, Phone Service, Value Added Services, and Other Services."
***
As the customer has stated, their account associated with ***@gmail.com was canceled on 3/6/19. This was done as the customer violated our agreement with an attempt to dispute the aforementioned "Maintenance Fee" with their financial institution. We've taken the following from our TOS which the customer can reference at anytime.
"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."
***
We maintain that all information is provided prior to completion of an order, and as such we must adhere to our Credit Card Chargebacks policy and suspend the account associated with the dispute.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response does not help with my issue. The 1 cent was taken from an obsolete credit card that I no longer use. When I spoke with the charge card company and asked if I really had to mail a payment of on 1 cent she said she would just remove it and that started this issue. As I stated before after you canceled my account you again charged the same account the 1 cent!! My phone as I stated before acts like I just got it and needs activated. As stated before I can't activate it because you have my email locked to the account you canceled. I wanted my original number and account reinstated and if the 1 cent needs to be connected to a charge I want to change it to an active card which I can't do as I am locked out of everything. You didn't offer any help only why you canceled me.
As the customer has violated our terms of agreement, their account is not eligible for reinstatement. We apologize for the inconvenience this will cause on the customer's end.
No further action will be taken as the customer has violated our agreement.
(The consumer indicated he/she DID NOT accept the response from the business.)
The business has refused to offee any resolutions. They have lost any future purchases from my family and all my grandkids
that I was recommending this phone system before I found out they have no customer service. If I was able to speak with someone this issue would never have taken place. I am very dissatisfied.
Unauthorized theft of money
On November *** I purchased a tablet through *** with 500 MB of data for life. Had to call freedompop to activate free service. Was told a one time charge of 1 cent to turn on service. They have been taking pennies out of my account several times a month which have caused me hundreds of dollars in overdrafts. I am a disabled man living on 800 dollars a month so every time they take a penny out. I get an overdraft charge of $30. I have been trying to contact them for over a year and cant get to talk to anyone. Now I have a tablet I paid $200 for that is to have free lifetime data and got an email saying my account was no longer valid. They have been stealing my money and have no service when I was to have free service for life of tablet. I want my money back and I want the tablet I paid for to work like it was advertised. Customer service is horrible. The one or two timea I did get a person. When you mention why money is being taken out of account. They hang up on you. I have dispited the charged to my bank and had to replace my account to stop them from taking my money. I would like to know why money is being taken out of my account several times a month and why I have no service on a tablet I purchased with free lifetime data. Company is a rip off and no way to get a hold of them. Thank yoy
Want my money back and the service that I purchased with the tablet or my money back for that also.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer continued to incur a $0.01 charge due to our Account Maintenance Fee. This fee is incurred to ensure a FreedomPop account remains active without any interruptions.
The following is taken directly from our TOS which a customer agrees to prior to completing an order purchase.
"Notwithstanding anything else in these Terms to the contrary, if you choose the Free Monthly Broadband Plan or the Free Monthly Phone Plan and (a) do not make a payment for excess usage, Value Added Services, or Other Services in any particular month and (b) use less than 5mb or make fewer then five (5) calls in any given month, FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active. For your convenience, FreedomPop reserves the right to automatically charge the Maintenance Fee to your valid payment method on file each month the Maintenance Fee is applicable to ensure no disruption of the Broadband Service, Phone Service, Value Added Services, and Other Services."
***
Upon further investigation, a chargeback dispute was detected for this fee which resulted in a canceled account per our terms of service. FreedomPop's policy states 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."
***
As a courtesy, the customer was refunded the latest three charges associated with the Account Maintenance Fee on 4/3/19.
Unfortunately, due to the customer's violation of our agreement, their accounts associated with *** are ineligible for reactivation.
(The consumer indicated he/she DID NOT accept the response from the business.)
This 1 cent maintenance charge was not just charged one a month. Ot was charged aeveral times a month and sometimes within days. When I firat purchased my tablet through hsn with 500mb data for life and had to call freedompop to activate. Was told by fp that ot was a one time charge of 1 cent to activate service. Was nevwr told of a monthly fee or I would not have purchased the tablet. Fp has taken my money and cancelled my service which I bought a tablet with FREE data for life. Since I now have a worthless $200 tablet with no service I would either like my service turned back on or a refund for tablet. Deceptive business practices by offerimg a tablet on tv with free service for life and now is useless. This has been going on since November of 2017 and they keep taking my money but have no service. After reading hundreds of complaints about this company I believe they know exactly what they are doing to customers and I either want my service back on which they now say I'm ineligable for or a refund for the tablet. They never explained anything about a maintenance fee, just was told a one time charge of 1 cent to activate. Dishonesty at its finest
We have considered this case closed due to the customer's violation of our agreement. As aforementioned, their account is ineligible for reactivation.
FreedomPop has not refunded the active Top-Up credit in my account upon account cancellation.
I closed my FreedomPop cell phone account for the phone number (XXX)XXX-XXXX on Apr. 2, 2019. At the time of account close I had an active Top-Up credit for $5. FreedomPop is legally obligated to
refund my active credit since FreedomPop never rendered any service in exchange for that payment. FreedomPop required a deposit to use its service, but since the deposit was never used or spent, FreedomPop has no legal grounds for not returning the deposit to me. FreedomPop's own terms of service acknowledge this fact. PreedomPop's terms only state that INACTIVE (i.e. EXPIRED) credit is not refundable. From its terms of service: "Any
balance remaining in a FreedomPop Account on inactive status is not refundable." I made sure that my credit was ACTIVE before I cancelled and closed my account. As such FreedomPop is legally required to return and refund my ACTIVE,
unused credit.
I can supply the e-mails that I exchanged with FreedomPop on the matter, which has FreedomPop's ticket # - Incident: XXXXXX-XXXXXX.
Refund the active $5 Top-Up credit in my FreedomPop account.
We're sorry to learn of the customer's unsatisfactory experience with us. As the customer has canceled their account, we've now issued the refund of $5.00 which was remaining in account credit. We ask the customer to allow 3-5 business days.
The account associated with ***@outlook.com remains canceled and should no longer incur any charges.
There is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
Have not received the promised refund, which was supposedly issued on 4/12/2019 and should just take 1 business day to my Paypal account (money was original paid directly from my Paypal balance), after 6 business days. Tried to contact FreedomPop but to no avail. The e-mail sent to me regarding the refund can't be replied to (returned mailed said it was a non-monitored e-mail address by FreedomPop) and an inquiry sent to ***@FreedomPop on 4/18/2019, the same e-mail address used in my previous correspondence with FreedomPop, got no response back.
We apologize for the inconvenience, but due to the initial charge of $5.00 being incurred on 2/1/18, this is beyond our 180 day return period for PayPal. Therefore, we are more than willing to refund the customer in check form. However, we request the customer's cooperation in providing their address to ensure everything is filled out accordingly and the customer reimbursed as soon as possible.
We look forward to the customer's response with an update and thank them for their patience throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is so simple if FreedomPop just refunds the credit to the Paypal e-mail address in my FreedomPop account. Who knows what e-mail address FreedomPop sent the refund to the last time. The Paypal e-mail address when I paid the credit had been updated and my account has reflected that (and there was a $0.01 charged to my Paypal account too). FreedomPop has the right information where to send the refund to. If FreedomPop's record keeping is so bad, send me an e-mail from address that I can respond to and I will put the Paypal address there (one special created for FreedomPop). It is not the matter of $5 but the principle to treat customers right. And until I got the refund, the response here will always "resolution unacceptable".
I am unable to make or receive calls on the device I purchased from them. I started the process of porting my number to a new carrier. The new carrier said they cannot start service until FP releases the phone because, for some reason, the phone is registered to a phone number that I've never had with a 000 area code. When I restarted my device with the new carrier's SIM, it forced me to choose a FP number to assign to the device to even get into the phone. I posted on the FP forum and was told that it is the new carrier's problem. Now they refuse to answer any more of my questions. I cannot email for assistance because I don't have their paid plan. I am essentially being held hostage with them. I have three numbers, a $20 SIM from the new carrier, and a device that is useless. I want them to reimburse me the $20 since the new carrier had to cancel my order. I want them to release the device that I paid for. I want them to have a better process for contacting them. This is unacceptable.
Attempted to Cancel services. They have options online. Tells me to call them. Call its all automated and not options to cancel. Tells me to go online
I have tried to cancel the services with FreedomPop and they do not make this easy. You go online to your account select that you want to cancel. You click cancel and it tells you to call this number. You call the number and it is all automated with no human options. They process has an option to cancel. Then at the end of the prompt they tell me to go ONLINE. Back and Forth with no end.
I am seeking the refund for the last 2 months as I have been try and trying to contact them with no luck. Their process to cancel is an endless loop. I want all my services canceled and my money for the last 2 months refunded.
We're sorry to learn of our customer's unsatisfactory experience with closing their account as we try to make our "Cancel At Anytime" a simple process.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
https://***
Upon account review, we were able to notice there are several devices associated with ***@gmail.com. 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.
Therefore, we recommend the customer refer to the link provided should they encounter further issued with canceling their account. Should they encounter issues after attempting the steps provided, they may reply here specifying which account they would like to cancel and we will gladly investigate further.
(The consumer indicated he/she DID NOT accept the response from the business.)
As I have stated in the original complaint their Method laid out to Cancel Service results in an endless loop. Online I am told to call and when I call I am told to go online. This is not the only account. the other is ***@aim.com I have tried and tried many many times to the point of insanity and the need to file a formal complaint. The online service you refer to does not work at all. Tells me to call. Then you call and it tells you to go online. over and over and over. I have 20 years of computer experience and program myself. This is an endless LOOP with no out. This service needs fixed. I should be able to manually go in and close the account. Not file a formal complaint to do so.
Upon further investigation, we can confirm we were able to log in as user and cancel the accounts associated with ***@gmail.com without any discrepancies. However, as a one-time courtesy, we have issued a refund in the amount of $10.00. We ask the customer to allow 3-5 business days for the refund to process.
We can also confirm we were able to successfully log in as user and encountered no discrepancies when attempting to cancel the accounts associated with ***@aim.com. Therefore, we have now canceled both accounts associated with ***@aim.com per customer request.
As we investigated and found no issues with canceling the customer's accounts, no further refunds will be honored beyond the courtesy refund of $10.00.
No further action will be taken on this complaint as we've canceled the accounts and honored a courtesy refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
cou for ***@gmail.com and ***@aim.com and refund my money as I have been trying for 2 months to cancel this account. Thanks.
As I have iterated and will reiterate I want all accounts closed as well as the account under username *** I am not certain how much clearer I can be. Their process is and endless loop and it seems so are their responses. Just cancel all acf
Fraud! Free account is not free. Weird, random monthly charges ($5-$15). DO NOT USE!
Failure to return credit balance on account
I have an account with FreedomPOP for a Sprint iPhone. The phone was damaged and Freedompop refused to update the IMEI of my new phone (I wanted to still use the old sim card from the original phone). They will, however, ALLOW me to spend $40 to "add" my IDENTICAL replacement iPhone 6S to the account and transfer the old phone NUMBER. The $40 consists of a $20 "activation" fee, plus another $20 "deposit" to establish a "free" account (which I already have on the old phone IMEI). The $20 "deposit" is to prevent "FRAUD"...laughable for a company that uses FRAUD as their primary business model!!! Thanks, but no thanks...I just want to close this account and get the $9.80 "credit balance" returned to me. Well, they did refund $4.80 to my old, closed credit card account, refusing to just send me the money to my current Paypal account. However, they now claim the other $5.00 credit was posted "too long ago" for them to "successfully" return the money to me (they already have removed the credit to my account). The $5.00 credit was, I believe, a refund of one of their earlier scam charges. They are trying to tell me they will post it as a "subscription" credit...again, NO THANKS, I don't have a "subscription"...just SEND A CHECK if you can't figure out how to use paypal. I have a long running conversation regarding this matter with two of their most likely Phillipine representatives on Twitter that I can email if you like. Otherwise, please have a UNITED STATES representative contact me to arrange payment. Thank you.
A full refund of the $5.00 or activation of my replacement iPhone.
We're sorry to learn of the customer's unsatisfactory experience with us. We were unable to successfully locate an account associated with ***@netzero.net which has prevented us from providing a proper investigation. We ask the customer to provide the email associated with the account in question along with the phone number so we may investigate properly.
Per customer's interaction with our representative, they were unable to receive a refund as the charge exceeded the default refund period of 180 days from the transaction date.
We look forward to the customer providing the account information so we may assist properly.
(The consumer indicated he/she DID NOT accept the response from the business.)
The account address is ***@hotmail.com, as they are well aware. Since when does a credit balance "expire" after 180 days? The "credit" balance has to be "renewed" every 30 days to be "re-activated", which I did for over a year!!!
THIS COMPANY IS A SCAM...IT STEALS MONEY BY DECEIT.
I WANT MY $5 returned to me or my new phone IMEI activated.
The Revdex.com should be aware this company has set up a new operation under a different name trying to escape the bad reputation it rightly deserves operating as Freedompop.
We apologize for any confusion caused on the customer's end. We will be issuing a refund of $5.00 via check. We ask the customer to verify and confirm if we may proceed with sending the check to:
*** Dr.
*** XXXXX
We look forward to their response and appreciate their patience throughout this process.
(The consumer indicated he/she ACCEPTED the response from the business.)
This has been a most ridiculously time consuming effort to get a company to return $5 they owe to a customer. Yes, I accept Freedompop's "proposal" to send me a check for $5 which is the exact same thing I requested of the "customer service representative" over 3 weeks ago! Freedompop does everything possible to get customers to just give up and walk away from money wrongfully taken from them by Freedompop. Perhaps Freedompop now realizes this time their ploy was unsuccessful....and there was no "confusion" on the end of THIS customer!
Company promotes a FREE service but forces a paid, free-to-try plan upon subscription, it then makes a charge to downgrade to the "FREE" plan.
On 3/5/19 I ordered a new SIM card to use FreedomPop's wireless service:
Thanks for signing up to FreedomPop! Your ORDER ID is XXXXXXXXX.
Your Purchase Details
Due Today: $19.98 (includes taxes & fees, if applicable)
Initial Service Cost: $0.00
Plan: Free Trial Premium 2GB LTE Unlimited ($0.00) *$24.99 after first month
Device: LTE SIM Kit - 3-in-1 - Voice/Data Bundle ($9.99)
Shipping Option: Saver Standard ($9.99)
Additional Services: FreedomPop Phone Premier Free Trial, 2GB of Bonus Data ($40 Value) ($7.99 after 31 days)
I signed up and paid using my PayPal account, which, I was advised by PayPal in an alert, was also enrolled for automatic charges from FreedomPop, although wasn't mentioned in the sign up process.
Since I only needed the service for 3 weeks while a relative visited me, once she left I decided to downgrade to the advertised "FREE" plan. I have my own mobile phone and service so I don't need any of the perks they offer in their paid plan. I wanted to make the change before the start of the month to avoid any possible charges. Today (3/30/19) when I went to their site to downgrade to the FREE service and after going through the troublesome process, in the final ***, I was told it could take up to "3 hours" for the data usage statistics to update and because they needed to "protect themselves" against fraud, they needed to make sure my account had at least a $20 balance to downgrade. My Paypal account, was then charged $20 just to make the change and the money was then loaded into my FreedomPop account. Obviously I wouldn't be able to use that money since I'm downgrading to a free account.
Later, I went to my FreedomPop's account dashboard to check if the monthly charges would cease and found out a $10 monthly charge would still be made. I then had to go to other parts of the website to disable the "FreedomPop Phone Premier Add-On" they had added to my account, which, if I hadn't checked, would have been charged without me knowing it was still added to my line.
I went to check my dashboard again and now found there was still a $3 monthly fee that would be charged. I couldn't find what else I needed to disable to make that charge vanish so I tried to contact support using the form they have available at: https://support.freedompop.com/app/ask
Only to receive a message and an email shortly after I entered all information and submitted the form stating I needed to pay an upgrade to the Premium VIP service to be able to contact support, here's a copy of the email they sent:
From: FreedomPop Customer Service
Sent: Saturday, March 30, XXXX X:XX PM
To: b***s@o***.com
Subject: Re: Cancel my account
Thank you for choosing 100% FREE Mobile Phone and Internet Service from FreedomPop. We've developed self-service tools built to help manage your account and quickly get the answers you need, anytime, anywhere.
For help articles containing answers to hundreds of questions, visit our extensive FAQ knowledge base at support.freedompop.com
For peer-to-peer help from our robust community of experts, visit our community forum at forums.freedompop.com.
To check usage, manage your subscriptions and billing information or cancel your account - log into my.freedompop.com.
If you prefer to speak with a representative via online support, sign up for FreedomPop Premium VIP Service under your FreedomPop Services.HERE.
If you're not on our free plan and believe your account has been classified incorrectly, please email us ***@freedompop.com.
Basically rendering impossible to contact the company in any regards unless I pay them more money!
Their advertisement is extremely misleading edging at false all along since the free account is not really free and they make sure the process of unrolling for their services and features is troublesome and hard to find, plus they won't offer any type of support or way of contact unless the account is enrolled in the VIP service.
I expect FreedomPop to refund the $20 charge they made to my PayPal account as I was finally able to cancel my account completely through their website. There are certainly other measures they can't take to guarantee there not outstanding balances or usages in the account, either keep in on hold, hold the funds while their system updates all usage information or whatever they feel appropriate but just taking money from my account without any other justification other than to "protect themselves from fraud", to me, was fraud indeed but by them against their customers. I cancelled the payment agreement with PayPal so they won't be able to take any more funds from my account but I expect to have those $20 back.
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 3/5/19, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
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.
However, as the customer has canceled their account, we've issued a refund in the amount of $20. We ask the customer to allow 3-5 business days for the refund to process.
As we can confirm the account associated with ***@outlook.com remains canceled and no further charges have incurred, there is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
FreedomPop issued a refund. Thanks.
Please note, although the refund was issued, I'd like to recommend for FreedomPop to allow customers to get free accounts without being forced into trials. Either that or make the process of unenrolling in those plans easier. One single step should allow customers to cancel enrollment in both the plan and any add-ons without having to dig, find and figure how to unenroll through the website.
I tried cancelling my account to avoid charges. No help was provided and they charged me.
I purchased the trial period on 3-4-2019
I tried to cancel my trial *** and no one would respond on facebook. I emailed them 3-22, 3-26, 3-27, and 3-31. NO help was received. I messaged the company on Facebook AGAIN 3-27 and 3-31 ( I cannot track the earlier dates because they deleted them). Again, I received NO help. I called them on the phone today, 3-31, and had to keep calling inorder to get a live person and was told to put in a ticket. I finally was able to set up my account to cancel my service!! Less than 3 weeks later I simply want my money back for a service I did not use (my account proves I never used their service).
I am seeking a refund because I: 1) did not use their service 2) attempted to cancel within the proper time frame
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered and LTE SIM Kit *** #XXXXXXXXX) on 3/4/19, 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.
Unfortunately, there are no records of the account being downgraded nor canceled which in turn render the renewal charge valid. However, as the account was now canceled on 3/31/19, we have issued a prorated refund for the 5 months which were not used. One in the amount of $59.95 and a second in the amount of $22.45. We ask the customer to allow 3-5 business days for the refunds to process.
We can confirm the account remains canceled and no further charges should be incurred.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the offer due to the company acknowledging some refund should be given back to me.
(The consumer indicated he/she DID NOT accept the response from the business.)
The 3-5 timeframe has elapsed and FreedomPop has not refunded the money as agreed
We're sorry to hear the customer hasn't seen the refund. However, upon further review, we were able to notice the payment of $112.04 was canceled on 3/21/19 and was never successfully captured on our end. Hence the refund not being successfully processed as there aren't any funds to reimburse.
Our records show as follows:
***
We recommend the customer verify their PayPal activity.
Unfortunately, there is no further action which can be taken on FreedomPop's end.
Charged $235 for service not rendered, nor agreed upon
I ordered a Sim card from this company for one dollar. I decided when I got it that I wouldn't use it and discarded it. About 6 months later I see charges totaling $235 on my credit statement for services I never agreed to. My credit card company was able to recover $135/$235, but I am still out $100 because it is too late to dispute. I want a refund.
Refund of remaining $100
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 8/26/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB 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 neither downgrading/deactivating nor canceling their account prior to the end of the trial, the renewal charges are valid and non-refundable.
We can also confirm the account has now been canceled as the customer filed a dispute with their financial institution as this is a violation of our agreement. The following is taken directly from 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://***
Unfortunately, no further action will be taken on the account nor the complaint. The customer will have to seek a resolution with their financial institution as the charges are valid.
I was NOT CLEARLY made aware that my purchase of a Sim Card for $.01 was also a CONTRACT to purchase $98.88 worth of FreedomPop service
Details: FreedomPop Sim Card Scam
1. 3/8 order placed for FreedomPop wireless Sim Card for cost $0.01
2. 3/10 Chose Not to use FreedomPop in favor of another cellular service
3. Week of 3/11 -3/15 sim card is delivered...but never opened
4. 3/24 Received email from PayPay. stating FreedomPop had charged my account $98.88 for service plan
5. 3/24 to 3/25 tried to reach any customer service person by phone never got option for live person to help with getting a refung
6. 3/25. Sent email aatention "customer service" requesting a refund for Unauthorizrd $98.88 PayPal charge
7. 3/26. FreedomPop Customer Service denied my Refund Request as follows:
FROM DONNA A. (FreeddomPop rep)
"Within the terms of service, if downgrade or deactivation of services at the conclusion of your free trial is not completed the service will remain active and automatically renew at the rate of $98.88 for 6 months. Because no action was taken prior to the ending of your trial, the mentioned charge was applied.
Since this is a valid charge, unfortunately, are unable to honor your refund request. We hope you understand."
refund of unauthorized charge $98.88 to my PayPal account
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 3/8/19, 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.
In the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
As the customer canceled their account two days after their renewal, a refund in the amount of $98.88 has been honored on 4/4/19. We ask the customer to allow 3-5 business days for the refund to process.
We confirm the account associated with ***@yahoo.com remains canceled and should no longer incur any charges.
There is no further action needed on this complaint.
I signed up for a two week free trial and was told to keep it free I had to downgrade my plan which I did twice!! And I have still been charged.
I downgraded my plan like I was told and was charged $6.99. Then I was charged $20. And now I have been charged an additional $41.41 for a service that was supposed to be free. I downgraded my plan twice through the website as instructed and have been charged anyway. I contacted them on how to cancel my account and get a refund and I was told how to cancel with no response as to how to get a refund. These were automatic debits from my account.
I want them to refund the money they automatically debited from my account! $41.41 plus $20 plus $6.99. A total of $68.40 for their free trial and free service plan.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit on 3/11/19, 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.
The customer downgraded their Premium LTE 2GB Unlimited plan on 3/18/19 and they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which caused a renewal charge in the amount of $41.41.
Regarding the $20 incurred upon downgrading their account, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
However, as the account was canceled, we've issued a refund in the amount of $41.41, $20, and $6.99. We ask the customer to allow 3-5 business days for the refunds to process.
The account remains canceled and no further charges should be incurred.
Refuses to issue Refund for $106 after cancelling subscription 3 days after 30 day trial. have not been able to find information about no refund
I have contacted the company and they are claiming no refund can be issued because I cancelled 3 days after the trial and they will not let me set up a new account with out charging me again.
I just want a refund of the 106 taken even if it is 90% partial 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 2/28/19, 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.
However, as the customer stated in their message, they did cancel their account before the conclusion of the semi-annual subscription. Therefore, we've issued a prorated refund of $82.40 which includes the 5 months unused for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. We ask the customer to please allow 3-5 business days for the refund to process.
We confirm the account associated with ***@gmail.com remains canceled and should no longer incur any charges.
Company made two charged of $98.88 and $20 without my consent or authorization.
I purchased a sim card from this company for 0.01 and I was told that I could use it for free for as long as I wanted. Two weeks later I was charged $98.88. I was told I was enrolled in a subscription plan and that my free two week period had ended. This was never disclosed to me prior to the charge. When I downgraded the service I was again charged $20, a charge that was never disclosed to me prior.
I would like a reimbursement for both charged. I am willing to return the equipment.
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 2/28/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB 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/deactivated their account prior to the conclusion of the trial, the plans became a paid subscription as stated above. Also, the customer still has FreedomPop Phone Premier active. We will provide a link which elaborates on how to manage their VAS towards the end of this complaint. The customer may refer to it at their convenience.
We do see the customer has downgraded their Premium LTE 2GB Unlimited Semi-Annual plan to Basic 200 Semi-Annual on 3/17/19. However, this was done on the same day as their renewal took place and so the changes will not take effect until the conclusion of the 6-month period. Therefore, the account is not eligible for a refund as it will reap the benefits of a semi-annual account.
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.
We appreciate the customer's willingness to return the device, however, they are beyond the 14-day return window and renders them ineligible for a return.
Our customers can manage their account subscriptions by following the instructions on the links below:
Cancel Account - https://***
Downgrade Plan - https://***
Add/Remove Services - https://
(The consumer indicated he/she DID NOT accept the response from the business.)
I understand that that may be the company's policy, but that is not what happened with me. Maybe they were hacked... I don't know. I clicked on a link on a Facebook advertisement and nowhere during the purchase process was I told about a charge or a subscription. Neither was I told later about the $20 charge.
Our customers are provided with a follow-up email regarding their order details which informs them of the trials becoming a paid subscription if not downgraded. We've provided a copy of the order details which a customer receives upon sign up.
Regarding the $20 incurred without their knowledge, customers are prompted with a notification prior to downgrading which informs them of the charge and requires their consent in order to proceed. Should a customer not agree with the charge, the account will not downgrade and will continue being subscribed to their current plan.
Upon account review, we were also able to take note of the customer's account credit expiring on 4/17/19. We ask the customer to please note that account credit expires if not used within 30 days. However, this can easily be reactivated at no cost by following the steps suggested in the link provided next.
***
Unfortunately, as previously stated, no refunds will be honored as the customer failed to downgrade or cancel their account's plan prior to their renewal date.
This company charged me 39.97 for service canceled the same day quoting "I accepted the Terms and conditions". As the service was canceled and they refused to reverse the charge, I certainly believe this company has predatory business practices.
"Thank you for contacting FreedomPop Online Services. My name is Marcela and I will be more than happy to assist you today. It is our understanding that you would like to know why are you getting charges on a free account.
We are so sorry to hear that you got charged for a service that you don't recognize, let's take a look on your account to see what happened. Upon account review; we have found that upon completion of sign up, a subscription to a free trial for the Premium 3GB LTE Unlimited plan for $ 29.99 and the FreedomPop Premium Plus service for $ 9.99 were authorized when selecting the agreement to the terms of the service box.
Your account was canceled on March 27th, 2019 after the renewal charge. The charge is non-refundable."
As the charge happened the same day I canceled my account, they have no reason to refuse a refund. Archaic bait and switch practices like this are a perfect example of a predatory business.
I have given them multiple opportunities to correct this issue, and I will press this further if needed.
Buyer beware, this sham company will provide crackly service, when you complain your phone will no longer make calls you just get a busy signal. When you cancel they say sorry but we don't do refunds. This company is nothing more than an uncle scam.
Charged for a service that I mistakely clicked on. I canceled immediately but was still charged $6.99
I was charged $6.99 on my capital one credit card via my PayPal account. PayPal says they can not contact freedompop to resolve the charge/issue. The charge was made on February 28th and charge was removed from my credit card on March 4th pending until the charged is resolved with freedompop. My credit card company and PayPal says they can not get in touch with freedompop to resolve the issue.
Here's what happened in detail...
I clicked on a link (BY MISTAKE) on a freedompop web page that said enable/disable for a safety mode service. I was automatically charged $6.99 via PayPal for the service. *** I canceled the service immediately *** but I was still charged the $6.99. I did not use the service nor do I need it or want it. I would like to dispute this charge and get my money back. It seems there is no way to get in touch with freedompop, even by phone its useless. I'm beginning to think freedompop is a scam especially when I noticed that freedompop has over 1100 complaints on the Revdex.com website. Please remove this $6.99 charge ASAP.
Seller information
STS Media, Inc. dba FreedomPop
***@freedompop.com
Transaction amount
$6.99 USD
Transaction ID
5EXXXXXXGXXXXXXXD
Invoice ID
FPTX-XXXXXXXXX
Thank you
I was charged $6.99 on my capital one credit card via my PayPal account. PayPal says they can not contact freedompop to resolve the charge/issue. The charge was made on February 28th and charge was removed from my credit card on March 4th pending until the charged is resolved with freedompop. My credit card company and PayPal says they can not get in touch with freedompop to resolve the issue. Here's what happened in detail... I clicked on a link (BY MISTAKE) on a freedompop web page that said enable/disable for a safety mode service. I was automatically charged $6.99 via PayPal for the service. *** I canceled the service immediately *** but I was still charged the $6.99. I did not use the service nor do I need it or want it. I would like to dispute this charge and get my money back. It seems there is no way to get in touch with freedompop, even by phone its useless. I'm beginning to think freedompop is a scam especially when I noticed that freedompop has over 1100 complaints on the Revdex.com website. Please remove this $6.99 charge ASAP. Seller information STS Media, Inc. dba FreedomPop ***@freedompop.com Transaction amount $6.99 USD Transaction ID 5EXXXXXXGXXXXXXXD Invoice ID FPTX-XXXXXXXXX Thank you
We're sorry to hear of the customer's unsatisfactory experience with us. As the customer previously stated, our records indicate the customer added FreedomPop Safety Mode Service on 3/1/19 and then deactivated the service on 3/1/19.
With this service, customers *** get a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. Customers can also enable or disable Top Ups at any time.
Deactivating the service took effect on 4/1/19 as it was active for the billing cycle of March 1- April 1. Therefore the charge is considered valid and non-refundable. However, we've issued a one-time courtesy refund in the amount of $6.99. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm satisfied with the refund but not their reply. I clicked on a link by mistake and was charged immediately. The link only said disabled/enabled. I clicked on disabled, which in turn, enabled the service and I was charged immediately (within seconds), no questions asked and there was no warning or mention about the $6.99 charge. That specific web page does not say anything about a so called "safety mode" service costing $6.99 a month. This is very misleading and wrong. I now understand why FreedomPop has over 1200 complaints on the Revdex.com website. It's almost impossible to contact the company either by phone or email which is done on purpose in my opinion. A few years back I subscribed to their 30 day free trial and I noticed I was charged immediately. To say the least I had to fight for a long time to get a refund. Back then it was easy to email them, now it's impossible FOR A REASON.
Freedompop has continued to charge my credit card after being told to stop 3 times. I thought it had been resolved, but they have sneakily charged me.
Freedompop does not have authorisation to bill my card and I was told 3 times that the card was not on auto pay and that the issue had been resolved. There have been 3 Revdex.com cases opened regarding FreedomPop's billing fraud. Recently I saw I have been sporadically being charged $0.01 since 2017. In 2016 Freedompop promised, in a Revdex.com response, to stop charging my account. They did stop, until 11/6/17. They then billed me subsequent $0.01 randomly over the next few years. I do not have a phone, sim, or app with Freedompop any more and most specifically when I did I did not have auto pay set up. Not to mention this issue was supposed to be corrected.
Freedompop randomly charged me $0.01 on the following dates: 11/6/17, 12/3/17, 01/3/18, 02/5/18, 03/3/18, 04/3/18, 05/5/18, 06/3/18, 07/6/18, 08/8/18, 09/7/18, 01/24/19, 02/21/19
I would like Freedompop to this time permanently delete the account and the billing information as well as any auto pay it is sneakily placing on it. I would also like a refund for these fraudulent transactions.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer has an active account associated with ***@ymail.com. The account has incurred Maintenance Fees ($0.01) to keep the FreedomPop Account active which makes the charges valid and non-refundable.
The customer may refer to our TOS which explicitly states the following:
"For your convenience, FreedomPop reserves the right to automatically charge the Maintenance Fee to your valid payment method on file each month the Maintenance Fee is applicable to ensure no disruption of the Broadband Service, Phone Service, Value Added Services, and Other Services."
https://***
The customer states they've previously resolved the issue via Revdex.com complaint, however, the account associated with the former complaint was ***@gmx.com for which they were provided assistance.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
(The consumer indicated he/she DID NOT accept the response from the business.)
Auto charging was not authorized by me on this account nor any other. This has been an ongoing fraud. Claiming once it was an accident & correcting it is fine in the previous Revdex.com cases, but this has repeatedly happened, at random, to myself & many other customers unknowingly & without explicit permission. Therefore this is fraud. TOS does not oblige me in any way to forcibly & eternally have an ayto top up. Freedom pop should send a notice and ASK the customer IF they wish to maintain their account. Not only that if you look at the charging it is both completely random, but also sporadic. Making these unauthorized charges hard to catch. Effectively the response is telling me if I have an account with FreedomPop & I provide my card details they feel they have the right to charge me without auto top up permission for whatever they please when they please as long as the card is viable. This is a severe breach of rights & even my credit card company agrees this is fraudulent behavior on behalf of FreedomPop.
We're sorry to learn the customer is not satisfied with our response regarding the $0.01 charge. Before any order can be purchased, you must agree to our terms and conditions. Within these terms you agreed to, it does clearly state the following under the "Active and Suspended Broadband and Phone Service" heading:
https://***
"Notwithstanding anything else in these Terms to the contrary, if you choose the Free Monthly Broadband Plan or the Free Monthly Phone Plan and (a) do not make a payment for excess usage, Value Added Services, or Other Services in any particular month and (b) use less than 5mb or make fewer then five (5) calls in any given month, FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active. For your convenience, FreedomPop reserves the right to automatically charge the Maintenance Fee to your valid payment method on file each month the Maintenance Fee is applicable to ensure no disruption of the Broadband Service, Phone Service, Value Added Services, and Other Services."
As updates to our Terms of Service, such as Maintenance 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.
As previously stated, the customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
We apologize for the inconvenience, but no refunds will be honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
I find it incredibly fraudulent that this company cannot admit they charged me wrongly nor can they make any effort to stop charging me in light that I am not happy with being charged for an account I no longer even have or use. I have reported them to my credit card company as frauds since they are unwilling to stop charging me for a service I am not using & since I have made it clear I do not agree to auto top ups or maintenance fees on an account I no longer even have!