FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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My bank account was charged 240.81 on February 12th for services I canceled at least 3 years ago. When looking for a phone number for customer I could not get one unless I had an account. My problem is I dont have an account and want my money back.
Product_Or_Service: Dont know I dont have any acco
Other (requires explanation) To get my money back and never be charged again.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to locate an account which has incurred a charge of $240.81 on 2/12/19. Our records indicate the account associated with ***@yahoo.com was successfully canceled on 4/8/16 and has not incurred any charges thereafter.
Should the customer have an alternate account, they may provide the account information such as email, phone number, along with the first four and last four digits of the CC which was charged so we may investigate properly.
On December 27, 2018 I signed up for two cell phone data plans with Freedompop. These data plans were necessary to operate two security cameras at another residence which is 4 hours from my primary home. Freedompop required me to purchase two Sim Cards for the plans at a cost of $20.00 for the 1st Sim card and $3.99 for the second Sim Card. The 2 plans I purchases included 200Mb of data per phone for free. In addition, they offered a data Rollover option for a cost of $3.99 per month per phone to accumulate any unused data . I purchased this option for both lines therefore agreeing to pay $3.99 per month per line for a total of $7.98 per month for both phone lines. In January 2019, my credit card statement showed two charges for $3.99 which was the agreed to monthly charge. However, my February credit card statement showed two $6.98 charges from Freedom pop. My credit card bank immediately notified me of these two charges and stated that it looked like I was double charged by Freedompop. The bank asked me if I made the addition charge of $6.98 and I said no so they asked me if I would like them to take care of the issue and I said I would. So a couple of days later I received an email from Freedompop informing me that my account was cancelled and if I wanted to reactivate my account I could contact Freedompop. That was a joke, because their customer service is the worse I've ever encountered. Their automated customer service system is an endless loop which ends up disconnecting you. After about a dozen attempts to contact them and talk to a customer service representative, I finally found a phone number to talk to a real person. After explaining the situation to the rep, he told me I shouldn't have let the credit card company handle it and that I should have called the Freedompop. When I asked him why I was double charged in the first place he mumbled something about an administrative surcharge. Then I asked him why I wasn't notified, he just said sorry about that. So I asked him how to resolve the issue and he told me he would transfer me to the billing department. Well guess what, he transferred me back to the automated system that disconnected me. This happened 4 or 5 times and I asked him if he was doing this on purpose and he laughed and said that after he is on the phone for 3 1/2 minutes all calls get automatically transferred back to the automated system and I never got to talk to anyone to get the issue resolved. This company is a joke !!! I spend a great deal of time trying to resolve this issue with Freedompop and it was very obvious that they had no intention of refunding my money of resolving the issue.This company should not be allowed to do any type of business with the public and should be investigated by the Federal Communications Commission and the Federal Trade Commission.
Product_Or_Service: Cell Phone Data Plans
Other (requires explanation) I would like Freedompop to refund me the $23.99 I was charged to purchase the two Sim Cards and one of the $6.98 charges charged to my credit card that was not credited to my account by my credit card bank. The total refund I am requesting is $30.97. In addition, I would like the Revdex.com to submit this complaint to the Federal Communications Commission and the Federal Trade Commission who should thoroughly investigate Freedompop's business policies and transactions.
We're sorry to learn of our customer's unsatisfactory experience with us. The Administrative Charge is applied per line, per month by FreedomPop to help defray various costs incurred by FreedomPop, including, but not limited to: charges we, or our agents, pay local telephone companies for delivering calls from our customers to their customers; fees and assessments on our network facilities and services; property taxes; and the costs we incur responding to regulatory andgal obligati leons. The Administrative Charge appears as a separate line item under FreedomPop Surcharges of your invoice. This charge is not a tax and is not an amount we are required to collect from you by law. The Administrative Charge and the components used to calculate this charge are subject to change from time to time.
Updates to our Terms of Service, such as Administrative Fees are posted on our website when they are made. Per our terms of service, continued use of services/website implies consent to new terms.
https://www.***
As the customer disputed the charge of $6.98 with their financial institution, their account has been suspended. This is a result of the customer violating our agreement which is stated in our TOS. 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."
Unfortunately, as the customer violated our agreement, their account is not eligible for reactivation. The requested refunds will not be honored as the customer is well beyond the 14-day return window as well as the account reflecting usage.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept the companies response!!!
FreedomPop is a sham and should not be able to offer any services to the public. Furthermore, the Revdex.com should conduct an investigation into their business practices as described in their response.
I spoke to a number of their customer service reps before I purchased their service and not one of them mentioned any additional monthly services charges. They told me I would be paying the monthly amount for the plan I chose from their website.
No ligitimate company advertises a monthly fee to customers and then arbitiarly charges their customers an additional unsubstanciated charge without any notification. By their own words in their response they stated:
"The Administrative Charge appears as a separate line item under FreedomPop Surcharges of your invoice. This charge is not a tax and is not an amount we are required to collect from you by law."
So in summary - FreedomPop misrepresents their monthly fees to customers then after you sign up for their services, they add additional monthly charges that they describe as "Administrative Fees" (In my case I was charged double the monthly amount that I agreed to) and then when you question the additional charges they deactivate your account!!!! This is a premeditated SCAM designed to get your money up front and then cancel your account.
Again, this company needs to be investigated for their unscruplious business practives. I'm sure the NEWS MEDIA would be very interested in how this company operates!!! They are messing with the wrong guy!!!
Sorry to hear the customer does not accept our response. However, before any order can be purchased, a customer agrees to our terms and conditions. Within these terms the customer agreed to, it does clearly state the following: "IF ANY CHANGE, MODIFICATION, ADDITIONAL PROVISION OR REMOVAL OF A PROVISION IS UNACCEPTABLE TO YOU, YOU SHALL CEASE USING THIS SITE AND THE SERVICES. IF YOU INSTEAD CONTINUE TO USE THIS SITE OR THE SERVICES, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGE."
https://www.***
Furthermore, we offer customers a cancel at anytime option should they no longer agree with our TOS. So as the customer continued with an active account, this implied consent to our updated terms.
Unfortunately, our stance on the complaint remains the same as the customer violated our agreement upon filing a dispute with their financial institution.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept Freedompop's response. Do they expect all of their customers to constanly check their website to see if they are adding additional charges to their customers account? What kind of business practice is that!!! When I questioned their additional charges they made no attempt to contact me to inform me of the additional charges nor did they attempt to resovle the issue with me or my credit card company...they just cancelled my account leaving me with two sim cards that I purchased from them that are worthless. This company is a sham and I am requesting the Revdex.com to conduct an investigation into their business practices!!!
I requested a port-out of my number more than a week before the end of the 6 month prepaid term. FP delayed until the term expired and recharged.
On February 14th 2019 I opened an account with MetroPCS and requested a cell number port-out of the number associated with my email at freedompop (XXX-XXX-XXXX). After 3 or 4 days I called MetroPCS to find out the status of the porting process and they told me the port out wouldn't complete until the 18th. I received no notification from Freedompop that the port-out had completed or notifications of my options when it would complete. The only info they had indicated that I shouldn't close the account because that would release the phone number and the port out would fail. Investigation of the Freedompop website indicate that my only option to guarantee that I could keep my number (via the port out) would be to pay an additional $20 *beforemy term ended on Feb19 (on top of the $120 I paid for the Aug18 - Feb19 6 month term) and convert the account to a so called 'free' account. On February XX-XXXX I noticed that they had charged me $45.65 and renewed my account for a 6 month term, so I canceled my account and contacted customer service to request a pro-rated refund 1 day into the unusable service plan (because there was no phone number associated with the account when the port-out completed). Customer service pointed me to the TOS and indicated they would not be issuing a refund.
I'm requesting a pro-rated refund of the $45.65 my account was charged for the new term. there are 180 days from February 20th (first day of the term ) to August 19th so the pro-rated amount would be 178/180 $45.65 or $45.14. I would also request a few changes to their business practices: Complete port-outs in a timely fashion. Notify account holders of the port-out completion. Suspend accounts/new charges when a port-out has been completed or automatically transition to 'free' account with no additional charges.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the port out process did commence on 1/24/19 and completed on 2/18/19. As the account remained active during the process and after, the account incurred a renewal charge of $45.65.
We can confirm we've refunded the $45.65 as the customer canceled their account on 2/20/19. We ask the customer to allow 3-5 business days for the refund to process.
Regarding an account being canceled, 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.
As the account remains canceled and a refund honored, there is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
They've refunded the cost of the plan which I'm happy with. I will again state that I think they should provide email notification of the completed portout. Their suggestion to downgrade to a free plan requires an additional $20, with no indication that it will be refunded when the free account is closed.
I choose the free plan. However, I found 2 charges in my credit card statements: 1. Dec 15.2018, $28.632. Feb 13, 2019, $20The website is designed very bad, and there's no customer support phone number for the billing issue. Now I can't even cancel the service since in my account it shows no service.
Product_Or_Service: Freedom Pop
Other (requires explanation) 1. cancel the service to prevent further charges2. refund both charges
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit ( Order #XXXXXXXXX) on 11/26/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium LTE 2GB Unlimited plan on 12/5/18 and were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which has resulted in continued renewals of the service until 3/10/19 when the customer canceled their account online using the self-help tools mentioned above.
As the customer canceled their account in the middle of their semi-annual plan, we've issued a prorated refund in the amount of $13.47 for the 3-months of unused services associated with FreedomPop Phone Premier. We ask the customer to allow 3-5 business days for the refund to process.
The customer incurred a $20 charge on 2/13/19 due to exceeding their data allowance of 200MB. We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
Due to the customer exceeding their data allowance of 200MB, the top up charge of $20 is considered valid and non-refundable.
As we can confirm the customer's account associated with ***@hotmail.com remains canceled and a prorated refund has been honored, there is no further action to be taken on this complaint.
STOP BILLING ME FOR SERVICE I DO NOT HAVE CANCELED THIS MONTHS AGO RETURN MY MONEY I AM 63 YEARS OLD UNABLE TO AFORD THIS MONEY BEENING TAKEN FROM MY
STOP BILLING ME FOR SERVICE I DO NOT HAVE CANCELED THIS MONTHS AGO RETURN MY MONEY I AM 63 YEARS OLD UNABLE TO AFORD THIS MONEY BEENING TAKEN FROM MY CHECKING ACCOUNT THIS WILL HAVE ME BEENING EVICTED FROM MY HOUSE
GIVE BACK MY MONEY STOP TAKENING MY MONEY
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 8/17/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $98.88. We were unable to successfully capture the original payment on 8/23/18. As part of our standard debt collection policy, we have attempted additional payment methods on file until the original payment was successfully captured on 11/7/18. 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.freedompop.com/service_plan_terms.htm
"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)."
As the account was neither downgraded nor canceled, the charge is considered valid and non-refundable.
Our customers can manage their subscriptions by following the instructions on the links below:
Cancel Account - https://support.freedompop.com/app/answers/detail/a_id/2634/kw/cancel
Downgrade Plan - https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Add/Remove Services - https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade
(The consumer indicated he/she DID NOT accept the response from the business.)
I S STOP THESE they took money twice on feb they took money SOMEONE PLEA mney from poor people on sept they took money on auguscalled to cancel last year recieved not answer to the nomber THEN sent email to this company then canceled by sending back the item never recieved an confermation I am unable to afford this fake scam of a service they just rip people off refund my money you freedom pop have taken over one hundred dollars from my checking account by never stopping they JUST harressment thats how they mAKE MOMEY ON SEPT 24 2018
THEY TOOK MONEY ON AUG
THEY TOOK MONEY TWICE ON FEB THEY TOOK MONEY
PLEASE STOPTHESE PEOPLE FROM TAKIN MY MONEY
Per customer's request, we logged into the user's account and canceled both accounts associated with ***@gmail.com. The accounts should no longer incur any charges.
As a courtesy, we've issued prorated refunds in the amounts of $19.98 and $16.48 for a total of $36.46. We ask the customer to allow 3-5 business days for the refunds to process.
There is no further action needed on this complaint as the accounts are now canceled and we've issued courtesy prorated refunds for the unused month remaining on the billing cycle.
(The consumer indicated he/she DID NOT accept the response from the business.)
Please try to use the pages iiM unable to cancel they are deciveing you people go to the site just cancel my sucription and stop billing me I keep trying to understand what to do help cancel again
The company charged for for another 6 months of service before the renewal date. Phone service is poor quality.
On 8/24/18 I bought a SIM card from Freedom Pop (LTE SIM Kit 3-in-1 Voice/Data Bundle, transaction # XXXXXXXXX). Phone service was okay, but not very reliable for 5 months, this last month service has become much worse. I was without voicemail for 3 weeks, I couldn't turn off the voicemail to stop messages being left and I couldn't check them. Phone calls are dropped numerous times daily. When I did make a call the person on the other end often said the connection was bad and I had to hang up and call them later from another phone. Texts are often not sent or received; I also could not even get into the app about 80% of the time I tried. I submitted a ticket on 2/4/19 (Ref # XXXXXX-XXXXXX) in regards to these technical issues. The ticket remained open from 2/4 - 2/6 dealing with these issues back and forth through email with representative, ***. On 2/13/19 I submitted another ticket stating I was still having problems (Ref # XXXXXX-XXXXXX). Representative, ***., responded that same day "We can highly recommend you to uninstall and reinstall your FreedomPop Messsaging Application in your device". I did that and could not reinstall the voicemail app; I didn't get voicemail back for 3 weeks. Continued conversations occurred from 2/13 - 2/15 with ***., he said "We still working on Visual Voicemail having them back up on the Google Playstore." On 2/20/19 ***. attempted to close the ticket and call it solved; I said again that I didn't have voicemail and still had service issues. On 2/20/19 I received a response from *** "We apologize for the inconvenience. FreedomPop Voicemail and MYFP apps are removed from the app store due to confusion on the required permission issues. Dev team working on getting the apps reinstated asap. Other FreedomPop applications are fine. Apps already downloaded and currently in use are fine. We'll have them back on Google Playstore in time." On 2/23 ***. attempted to close the ticket as solved; I said again that I didn't have voicemail and I still had service issues. On 2/25 *** responded that the issue was still being worked on. On 2/28 ***. attempted to close the ticket again; I said the issue is still not resolved. I read on my online account that I could cancel my service before the semi-annual renewal date. I intended to cancel before the renewal date, which was posted as 3/8/19 online on my account. On 2/28/19 I saw there was a charge for $136.36 for Premium LTE 2GB Unlimited Semi-Annual (Transaction #: XXXXXXXXX). On 2/28/19 I submitted a ticket in regards to the charge occurring before the renewal date and requested a refund of the $136.36 (Ref # XXXXXX-XXXXXX). The response I received on 3/1/19 from Carlos was "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. While we understand your request, the charges are valid, therefore, they cannot be refunded.Here are the instructions in case you want to downgrade your account to the free plan." I downgraded to the free plan and paid the $20 credit they require for downgrading to the "free" plan. I was not made aware that the renewal date and semi-annual charge would occur before 3/8/19. I stated this to ***. on 3/2/19 and also stated that I would be reporting this to the Revdex.com. On 3/4/19 I received this response from ***. "We understand your request; you reserve the right for disputing; however, in accord with our terms of service, we will be unable to issue a refund." Currently I have the Basic 200 Semi-Annual plan which they state is "free". But they will not refund my money for the Premium LTE 2GB Unlimited Semi-Annual which they charged me the $136.36 on 2/28/19 instead of 3/8/19. I have currently paid $156.36 for a "free plan".
I would like the $156.36 to be refunded. I would like my account to be closed and my service terminated.
We're sorry to learn of the customer's unsatisfactory experience with us and their desire to cancel their account. However, as we do offer a cancel anytime option, we have logged in on the customer's behalf and canceled the account associated with ***@hotmail.com per request.
As the customer's billing date was pushed forward due to changes which led to temporary changes in renewal dates, we have honored the refund requests. We've now refunded $136.36 and $20 for a total of $156.36. We ask the customer to allow 3-5 for the refunds to process.
Again, we're sorry to see the customer go and appreciate their patience throughout this process.
There is no further action needed on this complaint as we've canceled the account per request and honored the refunds.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedom Pop refunded the $156.36 and cancelled my account as I requested.
False billing; failure to reimburse and inappropriate cancellation of my phone service
Company billed my twice for services I did not order, then they refused to reimburse me. When I filed a dispute with my credit card company they cancelled the phone service that they were providing and that I had purchased above board from them.
Replacement of my phone service. Downgrade of their buisness rating to protect other customers.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 12/9/18 at the price of $13.98.
As live agent support over the phone does require a paid subscription of Premium VIP support, the account incurred a $29.99 charge on 12/10/18 as it was subscribed to our FreedomPop Premium VIP Service Annual.
Regarding an account being canceled due to a dispute, this is done as filing a dispute with one's financial institution is in violation of our agreement should we deem a charge valid and non-refundable. The following is taken directly from our TOS which is agreed to upon sign up.
***
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Therefore, as the customer disputed a charge, their account was canceled due to violating our agreement.
As services were canceled, we have now issued a refund in the amount of $13.98 for the sign up order. We ask the customer to allow 3-5 business days for the refund to process.
We have also issued a refund in the amount of $0.99 which was associated with Order #XXXXXXXXX. We also ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the accounts will remain canceled and the refunds have been honored.
Charged for services and goods
Not rendered or receiving
Service never utilized
( Wireless/Mobile voip )
Refund refused
I signed up to "Freedom POP wireless voip"
after seeing an ad for a FREE 14 day trial and
a penny shipping and handling for the start up kit
I ordered 2 on or around February 12-14
the accounts for both were associated
With E-Mail ***@gmail.com
and phone number ***
The voip phone numbers I selected from their
"Pick your number" pool were
*** and ***
Neither kit or equipment ever arrived for those numbers
While waiting for the kit for fear of being charged
FULL Service plan pricing outside the trial period
and being denied to swap to their
"FREE Access plan"
I purchased for $6.99 x 2
Their "safety mode" or "safety net"
By this point I still never received equipment
or used service because I was unable
I then contacted the company and was led to
believe I was getting a Full refund and account
canceled on or around 2/26/19
Following that I hadn't received a refund or word
in over a week and found that because the
account was canceled I was blocked from
online or phone support
I then had to resort to e mail support for several days
mostly receiving automated replies.
Finally a rep was reached via e mail
and basically gave me a bunch of malarkey
about policy
Now I DO NOT CARE
What their policy is or how things work there
But they say it's charged in lieu of having auto
pay or auto reload active.
My issue tho is it is entirely unacceptable
for a business to feel they can charge
for products or service not rendered or used
I would like a FULL 100% refund for every last cent I paid out to them in this horrible multi week saga and an apology
We're sorry to hear of the customer's unsatisfactory experience with us and apologize for any inconvenience this caused on their end. Our records indicate the customer's accounts associated with ***@gmail.com were canceled on 3/5/19 and issued full refunds on 3/12/19.
Once again, we can confirm the accounts remain canceled and no further charges have incurred.
There is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
While the dates seem inaccurate
The matter did eventually get resolved
and I would just like for this experience to
serve as a cautionary tale to potential
future consumers with this business
The customer's experience has been taken into account as we're glad a solution was provided and we appreciate their understanding.
There is no further action needed on this complaint.
I am being charged for a service that has not been used since 2017.
I am being charged for service that is not being used. I asked for this to be cancelled when I was charged January 24, 2019 $29.98, but this request has not been processed. I just got charged again 3/2 $32.97 and 3/9 $20.00. I have not use this device and service for over a year! How do you charge someone for something they have not used in a year or more without contacting the customer to verify if they even want the services? When I asked for a refund, I was denied. I want all of the charges back for this year.
I want a refund of all of the charges from this year that is Jan $29.98 Mar $20 and $32.97. I also want my billing information removed from their system and I want my account closed immediately.
Upon account review, we have confirmed an outstanding payment in the amount of $29.98. We were unable to successfully capture the original payment on 6/27/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
As the customer neither downgraded/deactivated nor canceled the services associated with ***@gmail.com, the renewal charges are considered valid and non-refundable. We can now confirm the customer has canceled their account on 3/10/19 and no further charges have been incurred.
Tried Freedompop for 6 months and found that their special apps to call and text did not work very well and very unreliable. In attempting to cancel their website would not acknowledge that I had cancelled and kept bringing up an offer to switch to their "free" plan. I did not choose to do this, but later was billed $20 for switching to their "free" plan. Was finally able to cancel the next day and requested a refund for the $20 that they auto deducted from my PayPal account. They were completely unwilling to refund this charge. I would never, ever let this company auto deduct payments from my account because you will absolutely NOT get it back.
Service provided doesn't work, when I finally had it had the new carrier MetroPCS request port out. It is over a week and still have not release #
Service provided doesn't work, when I finally had it had the new carrier MetroPCS request port out. It is over a week and still have not release #
Please just release my phone #
We're sorry to learn of the customer's unsatisfactory experience. Our records do not show any indication of a port out request associated with ***@gmail.com. Furthermore, botch accounts associated with ***@gmail.com were canceled on 10/23/18 which would make the phone numbers ineligible for port out as they are canceled.
Should the customer be referring to another account, they are more than welcome to provide the phone number so we may investigate properly.
The customer may refer to the following link for requirements on how to port out a phone number to another carrier.
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately after nearly a month of trying to port the number and it did not work, I've decided to cancel service all together and just get a new phone number. The account in reference was
We're sorry to know the customer was unable to port out their phone number. As the customer stated, the account associated with ***@hotmail.com was canceled on 3/18/19 and no further charges have been incurred.
As a courtesy for the inconvenience the customer has endured, we have issued a refund in the amount of $20 which was associated with the account in account credit. We ask the customer to allow 3-5 business days for the refunds to process.
We wish the customer all the best with their gaining carrier and appreciate their patience throughout this process.
There is no further action needed on this complaint.
This is for internet, HOWEVER Revdex.com's link for FreedomPOP internet DOES NOT WORK.I cancelled the service online in November (with screenshot photo taken as documentation); however I have continued to be billed nearly $150 since then. I have submitted a ticket to the company explaining the problem and the response was simply that I had not cancelled the service. I have explained that I HAVE cancelled but the service, webpage error occurring, no one will call me back, and it is not even an option to reach a live person on the phone.
Other (requires explanation) Refund December, January, February charges; CANCEL my account. IMMEDIATELY.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the account associated with *** remains active and there are no indications of an attempt to either downgrade or cancel the account. The account remains active and subscribed to Premium 3GB, FreedomPop Premier, & FreedomPop Safety Mode. Therefore the renewal charges are considered valid and non-refundable as services have been rendered.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
Customers can manage their subscriptions by following the instructions on the links below:
Cancel Account - https://support.freedompop.com/app/answers/detail/a_id/2634/kw/cancel
Downgrade Plan - https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Add/Remove Services - https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade
We were able to log into the customer's account without any discrepancies and successfully cancel the account. We can confirm the account associated with *** remains canceled and should no longer incur any future charges.
As previously stated, there will be no refunds processed due to the account remaining canceled and services rendered.
Document Attached***
The response is not accurate and completely ignored that there is an error in the website that will not let you cancel when you try. So, of course, there is no record showing an attempt to cancel. This is a deliberate scam and I will continue to fight if this is not refunded. I have government consumer protection agencies, CA civil courts and various media outlets researched.
(The consumer indicated he/she DID NOT accept the response from the business.)
It's your system, the one you set up to scam people like me, so yes I would think that YOU would be able to cancel. As I have stated over and over, I DID go to your website and cancel my account, I have submitted proof of your website error (when I as a non-administrator use it). from an ethics point of view, it is amazing that you would not refund this - it is obvious that I clicked cancel and your website failed to work, it is obvious that I was not using Freedompop during the months in question, and it obvious that in all of my attempts to write to you about this problem, you skirted around my complaints. You are stealing my money because... for the moment you legally can. Do you think this is right? I am so proud that in my work, we do things different. We do the RIGHT thing. You have left me with no choice but to reach out to CA consumer protection agencies and media outlets. Shame on you.
We're sorry to learn the customer feels this way. We've taken the customer's experience into account and have refunded the last renewal charge of $48.96 in the interest of customer service. We ask the customer to allow 3-5 business days for the refund to process.
Unfortunately, no further refunds nor action will be taken on this account.
Increases monthly fees with no advance: Says a $2.99 service charge is being added, then actually adds a $3.99 charge with no explanation.
We noticed an increase on our monthly charge $9.98 from a previous $6.99. When we call to ask why, they told a service fee of $2.99 has been added. On our next bill, it is $10.98. When we call to ask why, they say it is because of the $2.99 service fee with no explanation for the extra $1. They refuse to offer a refund, give us a better explanation, or even provide us with a US mailing address to which we can mail a paper letter.
Revert us back to the $9.98 charge which they said would be the amount (online statement already says the next month charge will be $9.98, but it won't be according to the customer service rep).
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with ***@mmra.or incurred a charge in the amount of $9.98 and a second for $1.00.
The $9.98 charge is associated with Pro 500MB ($5.99), FreedomPop Administrative Fee ($2.99), Loyalty Bonus Data ($1.00). However, as the account was charged two second $1.00 charges, we've reversed these charges. We ask the customer to allow 3-5 business days for the refunds to process.
The Administrative Charge is applied per line, per month by FreedomPop to help defray various costs incurred by FreedomPop, including, but not limited to: charges we, or our agents, pay local telephone companies for delivering calls from our customers to their customers; fees and assessments on our network facilities and services; property taxes; and the costs we incur responding to regulatory andgal obligati leons. The Administrative Charge appears as a separate line item under FreedomPop Surcharges of your invoice. This charge is not a tax and is not an amount we are required to collect from you by law. The Administrative Charge and the components used to calculate this charge are subject to change from time to time.
Loyalty payment structure was applied on 1/30/18 which essentially breaks the same $6.99 charge into two separate charges of $5.99(services) and $1.00 (Loyalty Bonus). In this split payment structure, the overall cost remains identical, but allows us to trigger a loyalty order which gives customers 10% bonus data for free if on a paid plan and 5% bonus data for free if on a free plan.
We send an email notification prior to implementing the loyalty structure to inform the customers they have earned special perks by staying with our service.
Unfortunately, the charge is considered valid and non-refundable.
Updates to our Terms of Service, such as FreedomPop Administrative Fee are posted on our website when they are made. Per our terms of service, continued use of services/website implies consent to new terms.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedompop has credited me for the two months in which I was overbilled. I won't know until April 27th if they have corrected the problem permanently, or if I will get overbilled again.
I have two additional accounts which were overbilled in a similar manner which have not been credited - I was unable to get their customer service department to issue a refund for these, but I will try again.
I have two hot spots was charged 40 on jan but didnt use them and then again on march 1 for over using of the same thng ths timei did use one of them
Freedm pop toke out more then the should have
Theey tooke out over 100.00 since jan
I would like to be rembore for none using of hot spots
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer has a three device-account associated with ***@yahoo.com.
Our records indicate the customer exceeded their data threshold associated with MAC ID: XXXXXXXXXXXXXXXXXXXX. The threshold of 200MB was exceeded by 1.41GB for the billing cycle of ***. 30, 2019 - Mar. 8, 2019. Therefore, the customer incurred two top-up charges in the amount of $20.
We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $20.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
The customer may reference the following link for further details on Top-Ups.
https://***
The customer can manage their subscriptions by following the instructions on the links below:
Cancel Account - https://***
Downgrade Plan - https://***
Add/Remove Services - https://***
As these charges are valid, they are non-refundable.
Billed for device cancelled a year ago. Billed extra with no notice and no good explanation for new charge. Can't cancel account. Bad customer service
Billed for a device I cancelled a year ago. Also, billed extra with no notice and no good explanation for the new charge on a device I've rarely used. They also claim I used over 100% of my data in February, but my account also says the device has been inactive for too long and I need to reactivate it. I haven't even used the device in months so I couldn't be exceeding data. How could both claims be true? It's a backup device only. But, my account keeps showing that im using a lot of data and need to add more. They made up a new charge and did not explain it. Then they said by the terms it was a fee they had to charge and was not reimbursable, but they never sent out new terms to notify about this change. They only list the charge, and when I asked about it, they only vaguely explained it and it doesn't make sense. I also don't understand a year of monthly $1.00 "customer loyalty" charges on top of the fee I was paying for service. I tried to cancel my account, or at least delete my billing info so I don't keep getting charged, but there's no way to do that. Bad customer service. Bad service period. You don't actually get the amount of data they claim you pay for.
Refund for all unauthorized charges. Report on Revdex.com. Cancel my account and shred my payment info after refund. Possible class action lawsuit because I've seen a lot of these same complaints.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer has multiple device-accounts associated with ***.
According to our records, the customer set up one of the accounts (Order #***) on 1/28/18. This account included a free trial of our Pro 500MB plan. 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.
As the customer failed to either downgrade or cancel their account prior the renewal, the account incurred charges which are considered valid and non-refundable.
Regarding the $1.00 Loyalty charge the customer is referring to, Loyalty payment structure was applied on 5/16/18 which essentially breaks the same $3.99 charge into two separate charges of $2.99 (services) and $1.00 (Loyalty Bonus). In this split payment structure, the overall cost remains identical, but allows us to trigger a loyalty order which gives customers 10% bonus data for free if on a paid plan and 5% bonus data for free if on a free plan.
We send an email notification prior to implementing the loyalty structure to inform the customers they have earned special perks by staying with our service.
We can now confirm the account associated with sign up order #*** was canceled on 3/5/19 and should no longer incur any future charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
I WILL accept it, but only because I don't feel like, or have the time, to fight it. The company has terrible customer service. They don't explain things well - they dodge questions. I read all the TOS and details in depth, asked questions when I could, but never could get a straight answer, not just on billing, but other questions too. When I did ask about the charge in an e-mail, it just repeated the name of the charge and still didn't fully explain it in non-employee terms. I cancelled my phone service at the end of 2017, added a plan with 500 G on a different device. There wasn't a downgrade option other than cancelling at that time. Suddenly, I was billed over $6 out of the blue early March with no explanation and not adding a device. I should have only had one device on there for $3.99/mo total. I knew about that $3.99 a month. I didn't receive any info on the change to over $6. The account is not easy to understand at all either, providing no details on charges. They just hit you with a fee for something you aren't expecting. It just showed up on my card. Billing is sketchy. They have a rep for questionable billing practices and not explaining charges. It's not really worth much of a fight right now. So, no, I'm not really satisfied with the response because I had issues when I had the phone service too, but I didn't think it should go unreported, especially since research showed many with the exact same comments.
The customer canceled two of the four accounts in 2017. However, the customer continued to remain with an active account associated with ***. Therefore the renewal charges continued to incur. As a courtesy, we've refunded the latest two charges in the amounts of $6.98 and $1.00 for a total of $7.98. We ask the customer to allow 3-5 business days for the refunds to process.
We can confirm the customer remains with an account under *** which has entered a state of dormancy. The customer can exit dormant status though the FreedomPop Messaging App, by logging into their online account and reactivating. They may also manage their subscriptions or cancel the account by following the instructions on the links below:
***
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
This company is charging me a monthly fee for a service I neither signed up for nor received.
In December 2019, I purchased their sim card from Target for $.99 and attempted to sign up for a plan on the website, however, was unsuccessful. I was never able to establish a phone number or a plan of any type. After many failed attempts, I gave up on it and didn't give it much thought afterward. Recently, I checked my bank account and found that they have been charging me since 1/21/19 ($35.25) and 2/21/19 ($38.24) without my consent.
Once I found these charges, I tried to get hold of someone to hopefully get the issue resolved. This attempt was unsuccessful as well. The only live person that I was able to speak to was the sales representative - who was able to tell me that there was no such account with my information, but was unable to help with my circumstance. They'd tell me to stay on the line while supposedly transferring me to the needed department, but never did. When asked to speak to someone who could assist, I was told that there would be a $5.00 fee. It had to be the most ridiculous thing I had ever heard!
Please provide me with a full refund and close any account opened without my permission.
please provide full refund and stop charging my account.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to locate an active account under ***@gmail.com or any of the customer's credentials associated with their complaint.
We ask the customer to please provide the first four and last four digits of the CC which has incurred charges so we may properly investigate the account.
We look forward to the customer's response.
(The consumer indicated he/she DID NOT accept the response from the business.)
Another charge of $38.24 was just recently posted to my bank account (3/21/19). This is atrocious! How in the world is this company able to charge a person for a nonexistent service or account? Once again, after seeing the charge made to my bank account, I attempted to call the company in hopes that someone would be able to help me: to no avail (as usual). The company asks that I provide them the first four and the last four digits of my CC so they can investigate the account; however, I am not comfortable with posting that much information so publicly. Instead, I would like someone to reach out to me via a phone call--as the sales representative (***) had reassured me they would. I provided *** with my information. So, there should not be a problem with getting hold of me.
We understand the customer's concern to post their personal information. The customer may reach out via email at ***@freedompop.com with Revdex.com CASE#: *** provided in the subject line so one we may investigate properly.
We look forward to the customer reaching out at ***@freedompop.com and will considered the case closed via Revdex.com portal.
DEACTIVATION HOT SPOT SERVICE HAVE 6 MONTHS LEFT ON PLAN
I HAVE THREE HOT SPOT PLANS WITH FREEDOMPOP ONE FRRE PLAN ONE MONTHLY PLAN ONE YEARLY PLAN I DIDNT NO LONGER NEEDED THE MONTHLY PLAN SO I DROPED IT IN DOING SO THEY CHARGED ME WITH TWO EXTRA CHARGES ON MY CREDIT CARD IF YOU DO NOT KEEP A REGULAR PLAN THEY CHARGE YOU FOR THE FREE PLAN, GUESS IT IS NOT FREE. I CONTESTED THE CHARGES WITH MY CREDIT CO. THEY CUT OFF MY SERVICE ON ALL PLANS I GUESS THEY DIDNT SEE MY YEARLY PLAN. I STILL HAVE 6 MONTHS LEFT ON MY YEARLY PLAN THAT I HAVE PAID FOR.
I WOULD LIKE TO GET MY SERVICE BACK
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with the Freedom Spot 803s Hotspot incurred a $20 charge upon downgrading their account as it did not meet our minimum account credit requirements.
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 disputed the charge, their account was canceled and a refund provided. As filing a dispute is in violation of our agreement, the account was canceled and no longer eligible for reactivation. The following is taken directly from our TOS:
https://www.freedompop.com/service_plan_terms.htm
"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."
Although the charges are considered valid on our end, the customer was issued courtesy refunds in the amount of $42.98, $20, and $2.99 on 1/24/19
Regarding the account associated with the Netgear Unite Hotspot ordered on 6/23/18, this account was also canceled as a result of the disputed charge. As the customer was on an annual plan, we've issued a prorated refund of $83.33 for the 5 months remaining on the subscription. We ask the customer to allow 3-5 business days for the refund to process.
We apologize for the inconvenience, but we will not reactivate any account due to the violation of our agreement.
There is no further action to be taken on this account.
(The consumer indicated he/she ACCEPTED the response from the business.)
FREEDOMPOP DOES NOT FURNISH THE TERMS OF THETR
AGREEMENT FOR THEIR HOT SPOT ACCOUNT SO IT IS HARD
TO FOLLOW THEIR TERMS. THEY CHANGE THEIR TERMS AS THEY GO ALONG.
THANK YOU Revdex.com FOR TAKING CARE OF THIS FOR ME THEY WOULD NOT REFUND MY MONEY,WITHOUT YOUR HELP.
They charged my checking acct $12.98 after I signed up for free service plan, and claim I signed up for extra service costing $12.98. Said no refund
My checking account was charged $12.98 on 2/28/19 for a service I didn't sign up for from FreedomPop. I signed up for their free monthly plan only. They claim I signed up for an extra service, like a perk. When signing up they included this and that extra perk, which they said was free. If it had said $12.98 would be incurred each month I would have opted out from the get go. They are scamming with their business practices in my opinion. When signing up they did not mention any charge would be incurred. After seeing this charge I called customer service who insisted I did sign up for this service and no refund would be issued
I want my money back credited to my bank account, and I want FreedomPop to never charge my card again. They are scamming by not telling people their service cost anything up front when signing up and offering free this and that, if they said upfront this extra perk would cost $12.98 I would never have agreed to it.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's order #*** on 2/4/19, included a free trial of our 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.
Unfortunately, as the customer failed to deactivate the VAS before the conclusion of the trial, the renewal charge of $12.98 is considered valid on our end as services have been rendered.
The customer can deactivate FreedomPop Phone Premier by following the instructions on the link below:
Add/Remove Services - https://
(The consumer indicated he/she DID NOT accept the response from the business.)
I want my refund
As the customer has canceled their account associated with ***@gmail.com, we've honored a courtesy refund in the amount of $12.98. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action to be taken on this complaint as the account is canceled and no further charges should incur.
(The consumer indicated he/she DID NOT accept the response from the business.)
I just cancelled the acct. I would like my refund as U never agreed to be charged and did not use their service at all that they charged me for
Their service didn't work on my unlocked phone and I cancelled my service immediately, but they charged me $98 for 6 months service on the same day.
I order a 1 cent SIM Card to try out their services.
It didn't arrive until Friday and it didn't work. I try contacting the company for help, but they don't provide help unless you have "premium service" and they didn't answer my phone calls to their sales number listed on the material.
I immediately cancelled their service on the website, but noticed that they had already charged me $98 for 6 months service and when I cancelled, they state that don't refund any moneys paid and that complaining to my bank and stopping payment is a violation of their services agreement.
Refund the $98 and change that they charged to my debit card at Wells Fargo Bank
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 2/13/19, 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, as there are no records or indications of the customer making an attempt to downgrade or cancel their account prior to the conclusion of their trial, a renewal charge was incurred. However, as the customer has now canceled their account, a refund in the amount of $98.88 has been honored on 3/4/19.
There is no further action needed on this complaint as the account associated with ***@gmail.com has been canceled and a refund honored.
Billed for canceled service.
?
Refund and or stop billing me
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's account associated with ***@gmail.com was successfully canceled on 3/3/19 and has not incurred a charge thereafter. However, the account incurred a $20 in account credit as it was added on the customer's end on 3/2/18.
We can confirm we have now issued this refund and ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account associated with ***@gmail.com remains canceled and no further charges have been incurred.