FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
Phone: |
Show more...
|
Web: |
|
Add contact information for FreedomPop
Add new contacts
ADVERTISEMENT
Complete scam. They advertise as free but their free service is actually more like 6$/month if you factor in the ridiculous "maintenance" fees. They take a 20$ security deposit but refuse to refund it when you close your account. Why do they even call it a deposit then? The customer service is 100% unwilling to do anything, they are just replying to any message with a link to their policy page on their website. This "policy" is used as a justification for having a business model which is to rip off customers in any way possible.
They refuse to refund my unused credit balance $10
They charged without asking me $10 for credit deposit when I downgraded my account to free phone service. I just cancelled my account and asked for refund but they refuse to refund my unused $10 credit balance. By the way they do this practice to everybody I think it's a potential for a class action suit.
Asking basically refund for my unused $10. If they still refuse to refund I will ask Paypal to step in for charge back I hope I don't need to do that I even told them before that but looks like they don't care much.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer incurred a $10 in account credit on 12/30/17 when downgrading their account and not meeting our requirement of $2 in account credit.
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.
However, the $10 in account credit expired on 1/31/18 making it ineligible for a refund. We apologize for the inconvenience, but due to the customer not reactivating their account credit after its expiration date, the $10 is a valid capture.
(The consumer indicated he/she DID NOT accept the response from the business.)
There was no where saying need minimum $2 and they charged me $10 automatically without my consent on my credit card, if it was minimum $2 needed why was I charged $10??? and it never showed the expiration date for it so I found this practice not legitimate or lawful. I still demand for my unused $10 and I will also contact Paypal to *** in for it.
Our customers are prompted with a notification requesting their consent to proceed with a charge of account credit due to not meeting our requirements. Therefore, a customer agrees to incurring a charge when not meeting our minimum requirement.
Our support articles inform customers of how the account credit can expire if not used within 30 days. However, this can be reactivated. The customer may refer to the support knowledge base link we've provided.
***
We understand the customer's request; they reserve the right for disputing; however, in accord with our terms of service, we will be unable to issue a refund. We apologize for the inconvenience.
ISSUE #1 - I tried to open 3 phone lines with their special 6 mo. offer at 50%. Two lines were at one address and the third at another. As I completed the signed up for one and it asked me to add a second one, which I obliged since I wanted two lines at that address. Customer service confirms I haven't changed. However they did not give me the same plan for the second line, which asked me if I wanted another line, not another line with a different plan than I had just selected.
I have contacted them numerous times through their ticket system to no avail.
ISSUE #2 - When I tried to get a line for the second address it gave me a message that there was an error and the transaction couldn't be completed. So I went through the process again with a different email. I only received email confirmation for the one that it told me went through, but 2 cards were sent to the second location. The service did not work in that location, so I cancelled both before the trial period ended. They sent an email confirmation back to the only one I had ever received confirmation from. Then I received charges for 4 lines. I immediately contacted them, again to no avail. At first they said I never canceled any lines, then when I sent them the email they changed their story and said that only one had been canceled. (Which they still haven't even refunded the line that they said they knew was cancelled!)
Product_Or_Service: Cell Phone Service
Order_Number: Incident: XXXXXX-XXX
Account_Number: ***@gmail.com;
Refund At this point, I do not trust the company at all. The best resolution is cancellation of the entire thing with a full refund. That includes the four line charges and multiple $20 charges they have placed since. However, if they refunded the two lines that I cancelled during the trial period and make both of the lines I would like to keep on the 6 month 2GB plan (from day one, not the extra charge of 3GB for right not) then I would accept that. I have not used the lines after the trial.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer has accounts associated with four emails which all incurred renewal charges due to neither downgrading nor canceling prior to the trial's conclusion.
However, we noticed all charges were refunded on 3/22/19 which should now reflect on the customer's end.
We can confirm the accounts associated with ***@hotmail.com, ***@gmail.com, and ***@evansville.edu remain canceled and should no longer incur any charges.
There is no further action needed on this complaint as the accounts are canceled and refunds were processed.
I tried to update my credit card account and it wiped out all my saved balances. They say that my credit card failed but I see this month's charge.
Over the past year I have been paying for service and banking my data. When it came to updating my credit card number two weeks ago I had problems and followed their instructions to use a new card. The update succeeded two days ago but today, the system said the monthly charge failed. It wiped out my account and balances but did manage to charge my account for the March services to the card they said failed. Over the past two weeks I did not get any help from customer service when I complained about their billing system not accepting a new card but I only got a stock response saying I should get a new card or use paypal. I am dissatisfied with the service and customer service and would like to roll out my account.
I have expressed my displeasure and asked for a refund of my saved data (including this months service and data charges that which was paid for today even though the web site claims that the card failed). I also would like my number (which I transferred in) to be released so that I can port to another carrier.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the account associated with ***@gmail.com has entered a state of dormancy due to no device usage within the last 60 days. The customer can resume their account from dormant status though the FreedomPop Messaging App, by logging into your online account and reactivating.
We can also confirm this account does not have a subscription to Data Rollover. Therefore, no charges for said services have been incurred.
Should the customer refer to another account, they may provide the email and phone number associated with it so we may investigate properly.
I got their attention using Twitter and a manager asked me to detail my complaints which date back to April of last year. Late Friday I got a message from Xavier that the account has been restored and April answered the other questions.
So for now, thanks for your help and please close out the complaint as resolved. I hope I don't have to face any more aggravation in the future.
The complaint is against FREEDOM POP, about the service not the phone. The wireless service uses the ATT network but is a small company called FREEDOM POP. I paid $41.97 on 12/12/18 for three months of service. The complaint is twofold; 1. The last month of was so unreliable with dropped calls, calls that would not connect, texts that would not send, and calls that connected but could not be heard. 2. Not only did Freedom Pop not reply accurately to my complaint, they deducted $47.82 on 3/12 for renewal of service.
It's unacceptable that I be in correspondence with a Freedom Pop rep asking for a a partial refund due to lack of service, and in the midst of that the company does not give my refund and renews me for a new term.
THE WORST PART IS FREEDOM POP ADVERTISING ITSELF AS A REDUCED OR FREE SERVICE AS A "FRIEND TO CUSTOMERS" WHEN IT IS AS PREDATORY AS ANY COMPANY I HAVE DEALT WITH.
Product_Or_Service: LG /Fortune 2/Freedom Pop
Account_Number:
Other (Requires Explaination) I would like a refund of $13.99 for month of service from February to March for poor or lack of service and a full refund for the renewal of 47.82 imposed while I was in the midst of complaining about the service to begin with. I would like a total refund of 13.99 plus 47.82 for a total of $61.81.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer reached out via ticket number*** on 3/10/19 which was two days before their scheduled renewal. It was upon this ticket the customer was provided with instructions on how to successfully downgrade their account in order to avoid a renewal charge. However, due to the customer failing to do so prior to 3/12/19, the account validly incurred a quarterly renewal charge.
The customer was provided with instructions on how to successfully downgrade which can also be found in the links provided.
Downgrade Plan - https://***
Add/Remove Services - https:/***
Regarding the $13.99 refund request, our records show data usage of 1.01GB for the billing cycle of 2/12/19-3/12/19 which indicates the customer was able to use their data. Therefore, the customer is not eligible for a refund.
As the customer's account renewed for a quarterly subscription of Premium LTE 2GB Unlimited, a refund for the amount of $47.82 will also be denied as the account will reap the benefits of a quarterly account. We apologize for any inconvenience this may cause on the customer's end.
Upon further review of the customer's incident *** the customer expressed an interest in no longer having an active account. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel". They may also refer to the following link for further information on how to cancel their account.
Cancel Account - https://***
Should the customer cancel their account, we will honor a refund for the months which are not used.
Billed for services cancelled at activation. No refunds. From other complaints read this is standard practice for this company. I'm out well over $100
Billed for services cancelled at activation. No refunds. From other complaints read this is standard practice for this company. I'm out well over $100 charged to my card.
I would like a refund for all money charged to this account after the initial $19.99 charge. I was careful to deactivate extra services and head warnings while setting this account up after reading other issues from other customers.
We're sorry to learn of the customer's unsatisfactory experience with us Our records indicate the customer's account associated with sign up order #105702956 was active and subscribed to our FreedomPop Phone Premier. The customer did downgrade their data plan Premium 2GB to Basic 200. However, as previously stated, FreedomPop Phone Premier was not deactivated which is why they've incurred renewal charges for this service until the account was canceled on 3/20/19.
As this service remained active, the charges are considered valid and non-refundable.
The customer should no longer incur any charges as the account remains canceled.
Freedompop charged me over 120 dollars for services NEVER USED. I attempted to activate a sim and was hit with "back charges"
I attempted to reactivate a Freedompop sim I had purchased with the understanding that it provided FREE limited phone service. Unbeknownst to me, I was being charged this entire time for services I had never used (The sim was never put into a phone until 3/20/2019)
I contacted the company about this and they quoted some BS TOS stuff to me and said they would not be refunding. I could understand if I had used their service even one time, but they literally charged me for absolutely nothing.
Refund of 98.88 and 20.00
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer has two device-accounts associated with [email protected]. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc.
Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 10/8/17, 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 also ordered a second LTE SIM Kit (Order #***) on 10/8/17, which also included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. As previously stated, these trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal.
Therefore, as the accounts were neither downgraded nor canceled prior to renewal, we attempted to capture renewal charges for both accounts.
Upon account review, we have confirmed the accounts were associated with an outstanding payment in the amount of $98.88 and a second for $98.88. We were unable to successfully capture the original payment on 11/10/17 for both accounts. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
The customer can manage their subscriptions by following the instructions on the links below:
Cancel Account - https://***
Downgrade Plan - https://***
Add/Remove Services - https://***
Unfortunately, the customer is not eligible for a refund as the accounts remain active and the charges are valid.
FreedomPop refuses to refund their sign-up and downgrade fees after I cancelled service due to my dissatisfaction with it.
I signed up for service 3/18, but was very unhappy with the quality of the service and the android app and cancelled service the next morning 3/19 and requested a refund.
I would like my money refunded in the amount of $20.99 for account sign-up and downgrade fees (account #*** / ***@hisconsole.com)
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account was canceled within our 14-day money back window. Therefore, we've issued refunds in the amount of $20 and $0.99. We ask the customer to allow 3-5 business days for the refunds to process.
We can confirm the account is no longer active and the customer should not incur any future charges.
There is no further action needed on this complaint.
The recurring monthly charge of $13.61 was taken from my Paypal account a week early. I cancelled my service before my renewal date and they will not refund the money they took from me a week early. They say the charge isn't eligible for a refund. They also made me put a $20 Top Up Credit on my account to be able to activate my phone and service. That credit was never used and also isn't eligible for a refund. I have the same credit in the amount of $15 on another account that I can't get back. So between these 3 amounts I have almost $50 lost to FreedomPop that I can't get back and never used. That seems extremely fraudulent to me.
Refund I would like a refund of the $13.61 that was taken a week early and the $20 Top Up credit on account ***@gmail.com and the $15 Top UP Credit on account ***@gmail.com for a total of $48.61 back to my paypal account.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate that the renewal date associated with ***@gmail.com was on the 28th of February. However, the customer's cancellation date reflects the 6th of March which explains the denial of a refund in the amount of $13.61 due to the charge being valid.
Regarding the $20 remaining in account credit, we've now issued a refund for this balance as the account has been canceled. We ask the customer to allow 3-5 business days for the refund to process.
Our records also reflect an account cancellation date of 3/6/19 for ***@gmail.com. Therefore, we've now issued a refund equivalent to $15 which was the balance in account credit. Again, we ask the customer to please allow 3-5 business days for the refund to process.
We can confirm both accounts associated remain canceled and no further charges should incur.
(The consumer indicated he/she DID NOT accept the response from the business.)
My renewal date was the 7th every month. They pulled the money early. Their customer service agent even acknowledged that due to updating their billing system some renewals were pulled early and that my next payment would not be until 4-7-19. That verifies my renewal date was the 7th. I cancelled before the 7th. I want a refund for the $13.61 that was pulled a week early. I appreciate the refunds for the $15 and $20 but find it sad that their customer service told me it was not refundable even after cancelled but when I contacted you they were like oh we'll refund it. Here is the clip of the conversation with the customer service agent that shows my account was charged early and my renewal date is the 7th.
"Hi ***. We understand your concern and we apologize for any inconvenience this has caused.
We are making changes to our billing system that led to temporary changes in renewal dates.
This will not affect future renewals; however, it may have caused an early payment capture. You
should expect your next renewal to be on 04-07-2019."
We appreciate the customer's patience and understanding throughout this process. Being as the customer did cancel prior to their scheduled renewal date, we have issued the renewal charge of $13.61. We ask the customer to allow 3-5 business days for the refund to process.
We apologize for any inconvenience this caused on the customer's end.
There is no further action needed on this complaint as the charge has been reversed and the account remains canceled.
(The consumer indicated he/she ACCEPTED the response from the business.)
I have received the credit for all 3 charges so I have all my money back from the company. I appreciate the Revdex.com's time on this matter and wish FreedomPop would have just issued the credits when I contacted customer service and hadn't had to involve you!
Scam. They're charging me before they've even shipped & I ordered a Hotspot XX-XX-XXXX and they provide no way to cancel. Their phone goes busy, their website doesn't allow you to cancel although it has a function it errors, and when you e-mail them they still say they're going to ship and charge you.
THEY AREN'T WORTHY OF TIME OR EVEN A PENNY AND NOT FREE AT ALL!!!.
I 'd like to give them minus 5 stars if I could!!! They disable my sim on my phone WITHOUT MY CONSENT and are forcing me to upgrade it when I asked them to fix it. When I said no, they keep telling me I MUST if I want to keep using the sim, otherwise it will never work again. And they charged me for the top-up credit WITHOUT MY CONSENT when they activated my new sim, and a few days later, I received an e-mail from them saying they were going to charge me every month for the free trial offer which I already had declined. How they're making money off people is despicable!!
Don't fall for anything free they offer!! It was sort of free only when I hardly used data at all, otherwise they charged my credit card for more data without my consent whenever they saw me start using it, and sent me an auto message sounds like they're providing more data for me to use when they charged me for it(That's why they'll suspend your account if your credit card # becomes invalid ). I hardly used their messaging app either because received pictures or files hardly ever loaded, and phone calls hardly connected(even if it did, it dropped in a few seconds every time and the phone# I tried to call became invalid all of sudden) and you have to pay to hear your voicemail messages. It's totally outrageous and laughable.
Unable to reach firm to obtain a RMA. Their time limit will run out and I will be stuck.
Ordered a mobile hotspot and paid full price plus extra fee priority shipping.
Arrived 12 days t order, too late for intended use.
Attempted to complete their ticket and was told by robot that I could not post a ticket unless I joined their Premium service.
So no way to get a RMA.
There fore no way to get a RMA under their 14 day return policy.
REfund of purchase price
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer canceled their account associated with ***@gmail.com by using our online cancellation process. At the point of cancellation, the customer was informed an RMA would be sent to their email as they were within the 14-day return window.
We encourage the customer to check through all mail associated with ***@gmail.com to ensure they use the RMA which was issued on 3/11/19.
Ordered Freedompop device for internet service, decided to cancel before product arrived. Gave the product to the delivery person unopened, per their instructions. A refund would be coming within 14 days. Thus farthe company has debited my account for $185.23. I telephoned them to stop billing me and asked for a refund. They are not responding.
Product_Or_Service: Freedompop hot spot
Refund I want the money taken from illegally refunded
We're sorry to hear of the customer's unsatisfactory with us and look forward to providing a proper investigation. However, we request the customer provide the email and order number associated with the returned parcel so we may investigate as we were unable to locate an account with the complaint's credentials.
We look forward to the update requested so we may proceed with providing the proper assistance.
I am a paying customer for Freedom Pop. I also paid for VIP customer service. I have been unable to contact customer service for an issue.
Copy of service purchase History:3/6/XX X:XX PM XXXXXXXXX FreedomPop Safety Mode US$6.99, 3/6/19 3:13 PM XXXXXXXXX FreedomPop Premium VIP Service Annual US$15.09, 6/18/XX X:XX PM XXXXXXXX Global Free 100 US$0.00, 6/18/XX X:XX PM XXXXXXXX FreedomPop Phone Premier Annual US$35.52, 6/14/XX X:XX PM XXXXXXXX Initial Signup US$149.99. I have no other documentation on my purchases but FreedomPop can locate it with my customer information: ***, phone # XXXXXXXXXX, email: ***@zoho.com. I have been a paying FP customer for a few years. My phone service included premium customer support originally but somehow I no longer have it as part of my plan (I was never told of a change in service or that I would now have to pay for it separately. This may be a violation of the terms of service I paid for that included it.), so recently I purchased VIP Premium Support. However, I have been unable to contact customer support - even after buying VIP customer service. When I call there is an auto message that says to go online to resolve issues. When I go online and send an email asking for help I get a reply that I do not have VIP customer service and I am told to buy it. I am in a catch-22, I can't contact customer service even though I paid for VIP customer support. There has been the following ongoing issues that I have been attempting to resolve with FP: 1. I have to synch the FP Messaging App on my GSM Android phone at least once every 30 minutes in order to receive or make calls and to receive texts. If I don't synch, when I try to dial a number the app tries to send the call directly through AT&T rather than FP. I get a recorded message from AT&T that I cannot make a call from this line. I then synch the FP Messaging app and I am now able to use it for a few minutes but it just happens again over and over endlessly. 2. Texts and VMs for me often are lost and I never receive them. 3. Many texts and VMs do not arrive on my phone for up to a day or more after they are sent. 4. I have been told by people trying to call me that many of their calls go directly to VM and my phone does not ring. 5. FP customer service has been very user unfriendly since I became a customer. I have almost never able to contact them and now I can not contact them at all, even though I have paid for Premium Customer Service.
Here is what I need from FreedomPop: 1. Fix the customer service issues so that I can contact them easily. 2. Tell me why I have to pay for customer support as a separate service if it was already part of the plan that I paid for and refund to me the fee I paid for premium customer service if in fact it is already part of the plan I bought. 3. Resolve the issues I described above regarding receiving/sending calls, texts and VMs. 4. Set up a channel so a customer can at least contact someone by email if they are unable to contact customer support service that is part of their plan. 5. Handle valid customer issues quickly and efficiently and follow up to ensure the issue is actually resolved. That's it. Thank you
We're sorry to hear of the customer's unsatisfactory experience with us. Our customers can manage their account, view usage, change billing information, cancel service, and much more at ***
We've built several advanced self service tools to manage one's account anytime, anywhere.
Our customers can also visit *** for answers to our most frequently asked questions or type a question in the search bar at the top of our support homepage.
If a customer does not find the answer they are looking for, they can log a ticket by clicking on "Submit a ticket". Our Online Experts are on standby ready to assist during our normal business hours. For front-of-the-line email support upgrade to our Premium VIP Support value added service.
The customer may refer to the article we've provided for more insight on how to successfully access their voicemail. We encourage the customer to have a look when possible.
(The consumer indicated he/she DID NOT accept the response from the business.)
The one remaining issue is that I have paid for VIP Customer Support but when I try to submit a ticket I am told that I need to purchase the support before my ticket can be submitted. This is a website issue that only FP can fix. They need to correct whatever is wrong so that I can submit a ticket for support online, or tell me how to access the service I have paid for.
The other issues with VM delay appears to have been resolved. I won't know until some time has passed so I can see if I receive VMs promptly. The issue with the messaging app going to sleep is due to some sort of incompatibility with the phone I was using. I have switched to a new phone and that issue has not occurred since.
We're glad to know the customer is able to use their voicemail service now that they've used an alternate device.
Regarding their inability to access support, the customer may submit a ticket by logging in at *** and selecting the "Submit a Ticket" tab. Reminder, the customer will have to log in to successfully do so. Should the customer wish to reset their password, they may do so on their end or request it here and we will gladly do so.
Due to the customer's issues with submitting a ticket, we've honored a prorated refund in the amount of $7.55. We ask the customer to allow 3-5 business days for the refund to process.
We also offer 100% support via Social Media at twitter.com/freedompophelp.
Otherwise, there is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
I still don't know why I am unable to submit a support ticket online. The only issue I have is that I am unable to submit a support ticket even when logged in to my account. I will continue to work with FreedomPop to sort this issue out. Thank you for the refund, it is appreciated. Overall, I am happy with the service I receive from FP. The service is working much better since I changed phones, so some of the issues were due to compatibility not due to FP. Thanks again, Kent Thornell
Ordered a hotspot device from FreedomPop online February 28, 2019. I never received it. Can't cancel on the website.
February 27-ordered a hotspot device from FreedomPop online.I Still have not received it. After receiving several emails stating my item would ship soon I tried to reach the company any way I could (phone, email, etc.). The website suggests using the elf-service feature on their website. I have tried to cancel the order but the website will not allow me to. Meanwhile they are charging me a monthly fee for the device I have not received. On March 18, when I tried to reach a service representative, it is almost impossible. I managed to circumvent the system and reached a human twice. Both times they disconnected the call. There is no way to email, call, etc. They have charged me not only for the device, but for the service plan needed to use the device I have not received.
I want my account deleted, my money refunded.
We're sorry to learn of the customer's unsatisfactory experience. We understand the customer's desire to cancel the accounts and orders. Unfortunately, our records indicate Order #XXXXXXXXX and Order #XXXXXXXXX have been shipped and will have to be REFUSED upon their arrival in order for us to process a cancellation and refund once they've reached our logistics department.
We've provided a link to our knowledge base where the customer can find more information on how to refuse a package. We encourage them to have a look at their convenience.
https://***
The customer may reply here should they have any further questions and once the packages have been refused, they may reach us at ***@freedompop.com with Revdex.com CASE#: XXXXXX provided in the subject line so we may provide some further assistance if needed.
(The consumer indicated he/she DID NOT accept the response from the business.)
TI wanted to cancel way before it shipped. Plus, I still haven't received it.
We thank the customer for their cooperation in returning the devices. We have honored a refund in the amount of $19.98 and another in the amount of $4.99. 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.
(The consumer indicated he/she DID NOT accept the response from the business.)
There is no way for me to refuse the item as I'd have to stand at the mailbox until the mail was delivered. It comes USPS. Typical for FreedomPop to set it up in a no-win situation.
I started by buying a Samsung note 4 and the free service. My bills started the second month at about twenty nine dollars. They start tacking on services on your phone, and they are hard to get rid of. I managed to get through this by going to one of t he lower packages and eliminating unwanted services. Come January X XXXXX and I never received another incoming call. Everything else worked and if you called you could leave a voice message and I would receive it through messaging. Freedompop could not fix this problem. I have the emails that went back and forth, and the biggest problem appears to be the techs are using a flip-board or script when they help. The emails show the same solution repeated over and over. They could not come up with a solution to my problem (Their phone using their service).
Vengeful Company
I have used FP for several years with no problem. In February ordered a new phone from them. After almost 4 weeks the phone wasn't shipped so I asked for a refund. They said I had canceled the account and they didn't have to refund the almost $300. I complained to them and to my credit card company. My CC company reversed the charge on 03/02 and 3 days later (03/05) FP changed their mind and refunded the purchase less some bogus $10 fee.
I thought it was over and my CC company would reverse the the reversal and all would be good. But not so fast. Today (March 15) FP send me an email and said they had canceled my old account. This bricked my old phone about half way through an annual account which cost about $80.
So they cheated me out of about $50 and I don't have my old phone because they didn't ship a new phone I had ordered.
Turn my old phone back on.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with ***@gmail.com (phone number: XXXXXXXXXX) was canceled due to a dispute with their financial institution which is a violation of our agreement. However, as our records do indicate the customer reached out to resolve the issue regarding their ordered device, the customer is eligible to reactivate their device.
As the customer's account was canceled with a paid subscription of Unlimited Talk & Text Unlimited ($79.99), we have honored a prorated refund of $39.99 for the unused months on the services. We ask the customer to please allow 3-5 business days for the refund to process.
As previously stated, the customer may activate their device. However, this will have to be activated under a new account which can be achieved by using our activate funnel at freedompop.com/activate. The customer may then select any plan they wish to subscribe to. Should the customer encounter any issues with the activation, they may reply here or reach us at ***@freedompop.com with Revdex.com CASE#: XXXXXX provided in the subject line.
Regarding Order #XXXXXXXXX, we have issued a refund for the remaining $9.99 which was yet to process. Again, we ask the customer to allow 3-5 business to process.
We apologize for the inconvenience and appreciate the customer's patience throughout this process.
Freedom Pop been taking money chunks from my credit account unauthorize for 6 months. I have not used their FREE services after 1st month.
Order date was 09/28/2018 Shipped on 10/11/2018 Just found out that I am being charged for services I have not used. Only ordered 1 they sent 2- but this did not work for me at all- so I turned them off and put them back in the box. They have been charging my Nasa Federal Credit Union account without my say so each month for a service that was supposed to be free. And I supposed they made up a number for data usage since I have not used their data at all.
Order# XXXXXXXXX and XXXXXXXXX
Mac ID# XXXXXXXXXXXXXXXXXX and
Mac ID# XXXXXXXXXXXXXXXXX
Warehouse Delivery# XXXXXXXXXXXXXXXXXXXX and Warehouse delivery #XXXXXXXXXXXXXXXXXXXX
Mobile Hotspot Part# ***
MAC ID XXXXXXXXXXXXXXXXXX and
Mobile Hotspot Part# ***
MAC ID XXXXXXXXXXXXXXXXXX
Fulfillment order# XXXXXXXXX and XXXXXXXXX
Reference ID# XXXXXXXXX and XXXXXXXXX
PLEASE HELP! Thank you
My Credit union has the withdrawal information.
We're sorry to hear of the customer's unsatisfactory experience with us. The customer has two device-accounts associated with ***@yahoo.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc.
The customer ordered a FreedomPop SuperNova (Order #XXXXXXXXX) on 9/28/18, which includes a free trial of our FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The second account is associated with a FreedomPop SuperNova (Order #XXXXXXXXX) which was also placed on 9/28/18. This order included a free trial of our Premium 2GB and FreedomPop Premier. As previously stated, these trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Due to the customer neither downgrading nor canceling either account, both continued to incur renewal charges which are considered valid and non-refundable. However, we can confirm both accounts were successfully canceled on 3/13/18 using the self-help tools mentioned above.
As the customer incurred two renewal charges on 3/13/19, due to the customer canceling their account on the same date, we have honored a courtesy refund associated with each account. One refund in the amount of $38.70 and another in the amount of $13.62. We ask the customer to allow 3-5 business days for the refunds to process and reflect on their end.
There is no further action needed on this complaint as the accounts remain canceled and should no longer incur any charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
Freedom Pop took $363.66 (calculated by my credit union) out of my Nasa FCU. card account without my consent. I do agree I should pay for one of the units that I did order and maybe the first month even if this way of getting internet did not work for me from the beginning. They should be able to affirm this themselves. I do not have money to give away.
Thank you
We're sorry the customer feels this way. As we provide our customers with follow-up emails regarding their orders along with instructions on how to successfully downgrade/cancel accounts, the charges are valid.
However, as an extended courtesy in the interest of customer service, we've honored a refund in the amount of $38.70 and a second in the amount of $13.62. We ask the customer t allow 3-5 business days for the refunds to process.
Unfortunately, there will be no further action or refunds taken on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
Freedom Pop has totally taken advantage of me. I did not order the second unit at all. Their method did not work for me. I did not give permission to take money out of my account. I am guessing Freedom Pop is getting money by popping into other people's accounts freely- thus the name, because it was not free for me. they should have been able to tell that the unit was not being used and of course they should have made their policy clear about sucking you dry regardless of the products benefits. This is criminal and should be dealt with by the law.
I am a female 69 year old women of average intellengence who does not know much about new technology but I do know that this was a fail. I am ready to take this to the next level.
I was interested in their free trial for a phone service. Before they even shipped the SIM card, I was charged twice for unclear reasons.
They charge you in unclear ways, even before you've received your SIM card and activated the service. I saw that they had a "top-up" setting that was defaulted to being on. Since I didn't want to automatically be charged, I tried to turn it off. They then charged me $6.99 because, unknown to me, if you turn off that feature they require you to pay $6.99 monthly for a "Safety service." The second I saw that they charged me, I reenabled the automatic top-up to unsubscribe from their safety service and then they auto topped me up for another $20. When I complained to support on 3/14, they refused to refund either of these charges.After that, I tried to cancel my account and got an error. When I complained about not being able to cancel my account, I was told that I couldn't until the SIM was shipped. In the end, for a "free trial" I've paid $26.99 and was unable to cancel my account until the SIM shipped. I also never activated my account, since they hadn't even shipped the SIM yet.
I want my money refunded refunded. I paid 1 cent for the SIM, $6.99 for the safety service and $20 for the top-up. That's $27 total. This place is a scam, charging people in unclear ways left and right for what seems like a free trial. They also probably shouldn't charge anyone who hasn't even activated their SIM/account yet.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit on 3/13/19. The customer then downgraded their account from Premium LTE 2GB Unlimited Semi-Annual to Basic 200 Semi-Annual on 3/14/19.
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.
Regarding the $6.99 incurred for Safety Mode, FreedomPop offers a new service called Safety Mode for $6.99 per month. With this service, customers will get a one time addition of 500MBs of data -- added immediately to your account -- plus an additional 10% of data each month. You can also enable or disable Top Ups at any time.
As the customer canceled their account on 3/14/19, we have now issued refunds in the amount of $20, $6.99 and $0.01. We ask the customer to allow 3-5 business days to process.
There is no further action needed on this complaint as the account associated with ***@gmail.com remains canceled and the refunds honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
While they have refunded my money, they clearly only did so because of my complaint to the Revdex.com as their support team just blew me off. They should not auto-charge $20 without warning, they should not charge $6.99 when one tries to deactivate auto-charging. They also should not be charging people before they activate their SIM card. This is dishonest and, although they refunded my money and I'm now fine, others will clearly be cheated by these dodgy practices. They should change their product for other unsuspecting users, not just refund me.
The customer was honored a full-refund as they canceled within the 14-day return window and we're glad to know the customer is satisfied with the resolution.
Regarding hidden charges, we do our best to disclose any and all charges. These can be found in our TOS which are agreed to upon signing up. We appreciate the customer's feedback as we're always looking to improve.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
Saying that their hidden charges are covered by their TOS is obviously a pretty pathetic dodge. Their business model seems to be to offer a super cheap service and then make it unclear how to avoid myriad changes. (You have to immediately downgrade upon sign-up for their "free" service to not be charged. They auto-charge $20 by default, even before the SIM is shipped. They charge you $6.99/month if you try to disable the auto-charge.) This isn't about improving their product, this is about not being duplicitous.
Freedom Pop account was cancelled but my phone was not released. Attempts to communicate with Freedom Pop hit a dead end.
At my request Freedom Pop cancelled my account on 3/7/19 regarding a Samsung S3 cell phone I wanted to take to another Sprint carrier(Tello). On 3/9/19 I tried to contact Freedom Pop telling them they cancelled my account but did not release the phone. The robot? reply I got said to use self-service tools which I did to submit a request to release my phone. Their reply was again to use the self-service tools which said to submit a request to release my phone. I tried several more times with the same results. The toll free number listed on Revdex.com and another one I found gave a recorded message that went back to using the support tools and submitting a request to release my phone. I also could not find another email address than the one with the robot reply that said to use the support tools and submit a request to release my phone.
I just want my phone released so I can use it on another Sprint carrier(Tello).
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's Samsung Galaxy S3 (MAC ID: ***) was deactivated on 3/7/19 and is no longer in our system. The customer should be able to activate their device under their new carrier.
There is no further action needed on this complaint as the device is no longer in our services.
(The consumer indicated he/she ACCEPTED the response from the business.)
Even though the company claims the phone was released on 3/7/19 when the account was cancelled, Tello said it was not. After I filed this compliant it was registered in the Tello system with no problem.