FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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I purchased a LTE Sim Kit 3-in-1 device from FreedomPop on January 31, 2019 and was charged $9.99. It automatically sign you up for the premium trial, which if you don't cancel or change will charge you. I tried to go into the account and change it so that I wouldn't get charged but received a message that I couldn't make any changes until the item shipped. I received the item February 28th and was charged $37.97 before I even received the device. Then I downgraded the account and was charged an additional $20.00. I have not even had an opportunity to use the device or the data. I tried to submit a ticket to request a refund and wasn't able to submit it because I do not have a VIP membership. They nickel and dime you for everything and I just basically want to return the device and get a full refund for $67.96. You can't call to speak to someone either. This is a huge rip off and scam. Business practices are very deceiving. Trying to return an item or get a refund is almost impossible.
After I cancelled the account, everything was deleted!! Before I cancelled the account, I could see where I paid for the initial trial period $9.99, $37.97 and $20.00 from my checking account. And if I want to talk with someone, they're charging $5.99 month, which is ridiculous. I just want my money back. Please help.
Thank You.
Product_Or_Service: LTE Sim Kit
Order_Number: XXXXXXXXX
Refund I would like a full refund of $67.96 which includes the trial period charged $9.99, $37.97 for the premium access that I didn't use and a refund for the Top Up Credit ($20.00) that I didn't use. If they can provide me a return label, I will return the device upon receipt of a full refund of $67.96.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #***) on 1/31/19. However, as the order was shipped on 2/17/19, the customer was unable to enjoy the full 14-day trial and incurred a renewal charge of $37.97 on 2/28/19. We can confirm this charge was reversed on 3/4/19.
Regarding the $20 incurred upon downgrading, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
As the account was canceled on 3/1/19, we have issued a refund for the $20 in account credit. We ask the customer to allow 3-5 business days for the refund to process.
We can now confirm the customer has been provided with an RMA so they may return their device. They may follow the return instructions provided in the RMA. Once the device has reached our logistics department, it will then be inspected and subject to refund.
The account will remain canceled and the refund of $20 honored.
We thank the customer for their patience and understanding throughout this process.
The customer may reply here should they have any further questions.
Good Morning.
I received an email from Freedompop yesterday stating that a refund for $20.00 was processed and they provided reference #***. I checked my bank account and it shows pending with today's date.
Thank You so much for all your help in getting this matter resolved!
Have a great Wednesday!
Horrible company, no customer service and will take your money anyway they can. They also have a history of taking money unauthorized from your account. There are many hidden fees as well. Avoid this company.
FreedomPop has repeatedly charged my payPay without my consent. 59$, 11$, 20, 6$. They refuse to refund any of these charges.even if I cancel my accou
59$ Feb 28, $11 Feb 28. $20 & 6$ early Feb
Account number is XXX-XXX-XXXX. I paid through PayPal. ***@yahoo.com.
Refund of the 20$, 56$, and 11$ 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 2/10/19, 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, annually, quarterly) 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.
These subscriptions were downgraded and deactivated on 2/14/19 and were not charged for. However, 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.
This is all agreed to when clicking a pop-up notification prior to downgrading the account.
Upon downgrading, the customer also added FreedomPop Safety Mode on 2/14/19. With this service, customers will get a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. The customer can also enable or disable Top Ups at any time.
The customer incurred a charge in the amount of $59.34 as Global Pro 1000 was added on 2/28/19. On the same day, the customer added Visual Voicemail Semi-Annual which is why they incurred a charge of $11.82.
Although all charges are considered valid per our TOS, the customer was refunded the $20 which were incurred in account credit. The refund was issued on 3/5/19. We ask the customer to allow 4-7 business days for the refund to process.
The other charges are considered valid and non-refundable. The following is taken directly from our TOS:
All payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
If you cancel your FreedomPop Account or a Service at any time, you will not receive any refund. If you have an unpaid balance due on your FreedomPop Account upon cancellation, you agree that FreedomPop may charge any such unpaid fees to your registered payment method or otherwise bill you for such unpaid amounts.
We can confirm the customer's account remains canceled and no further charges should incur.
I was charged even tho I never got the services I couldn't possible decide to cancel or keep a service that I didn't get to try yet as I was still waiting for it to get here I'm not sure if it was lost in the mail or simply delivered to the wrong house or just not sent but I didn't receive the SIM card I want my money back and it's saying I should have canceled it after the trial well what trail because I never got to try it out It seems like it's all about money I couldn't even speak to a representative on the phone unless I paid which sounds crazy I'd have no problem if I actually got to try it out instead of paying my regular money bill of $60 so I thought I'd give it and honest try but this is crazy I'd like to be refunded And maybe I'll try again because it seems like a good deal
Other (requires explanation) I'd just like to be refunded the money that was took out my account
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 1/30/19, which includes a free trial of our Premium 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the account was neither downgraded nor canceled prior to the conclusion of it's trial, the account incurred renewal charges which are considered valid. However, as the account was canceled on 2/28/19, a courtesy refund in the amount of $39.98 was issued on 3/5/19. We ask the customer to allow 4-7 business days for the refund to process.
We can confirm the account associated with ***@gmail.com remains canceled and no further charges have been incurred.
There is no further action needed on this complaint.
The customer service is atrocious and I want my money back.
I have been trying for days to get my account straightened out. The way this company bills semi-annual plans makes no sense. I had up graded my plan to a 1 GB unlimited plan. It was supposed to be $35.94 semi-annually. I saw they were getting ready to bill me $92.00. I asked why. You can only talk to these people through Facebook Messenger and it takes days usually for them to get back to you. They told me I needed to downgrade from premium services that I never requested. I wasn't able to downgrade when I tried. I sent them screenshots and asked them not to bill me until this was straightened out. They have now billed me and have yet to fix the problem. They automatically bill my credit card. They use my email to pull up my account.
I want the Premium services I never wanted and can't downgrade from removed. I want them to reverse their fraudulent charges.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's semi-annual renewal charge of $92.35 includes FreedomPop Phone Premier ($41.94), Premium LTE 1GB Unlimited ($35.94), FreedomPop Safety Mode ($6.99) & FreedomPop Administrative Fee ($7.48). These services will be in effect from 2/28/19-8/28/19.
Any changes made to the account will reflect until the semi-annual cycle concludes.
The customer can manage their account's subscriptions by following the instructions on the links below:
Cancel Account - https:/***
Downgrade Plan - https:***
Add/Remove Services - https:/***
Unfortunately, none of the charges are eligible for a refund as they will be in effect until the conclusion of the current billing cycle.
The product was advertised one way and they did not clearly state they were going to charge me after my original purchase. Very predatory practice
I purchased a SIM card from this company and it said you could choose form several different plans, which one of them is free. I purchased the SIM under the understanding that when I received the SIM I would either have free service or I could pay to upgrade to their pay services. I was then charged $98.88 with no way to return my SIM and refund my charge. I did not use or activate or authorize the second charge. They are using a bait and switch tactic. They also will not contact you unless you upgrade your account again.
I would like to return the SIM card to the seller and have my unauthorized charge refuned.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/11/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the customer failed to downgrade or canceled their account prior to the conclusion of their trial on 2/27/19, the account incurred a valid renewal charge for botch subscriptions.
Our customers 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 their account remains subscribed to semi-annual plans. Therefore, any changes to the account will reflect until the conclusion of the semi-annual cycle which is in August of 2019.
Was not told charges would start before sim was used. Company has been unresponsive to requests for refund. They provided fake email to PayPal.
I ordered the free trial sim kit and have not recieved it and I am now being charged $98.88. I tried to contact them via the email they provided to PayPal only to be sent an automated response saying that the email would not be responded to. I then tried to call and was met with a message saying I must pay $15.00 to speak with anyone. I then tried to use their support ticket system only to be told the ticket would not be filed as I was not a "VIP" account. I have proof of these attempts in screenshots. They make it impossible to contact them for refunds or cancellation. They also design their site without an option for the cancellation page.
I would like a refund of my $98.88 and cancellation of any future attempts at charging me.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/3/19, 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.
Our records indicate the customer's order was shipped on 2/13/19 which would render the return qualifications date of 3/1/19. As the customer failed to downgrade or cancel their account prior to the conclusion of the trial period, the account incurred renewal charges for the subscriptions.
Unfortunately, as the account is set to a semi-annual account the request for a full refund is denied as the account would reap the benefits of 6-month subscriptions. However, should the customer wish to continue with an active account, we would honor a prorated refund covering a month's service so the customer may enjoy a month on us.
Regarding the inability to cancel the account on the customer's end, 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.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel"
The customer may reply here with how they wish to proceed with their account.
Freedompop charged me for a service that I requested to cancel before I even used any of their service.
I signed up for Freedompop service and was given a free trail for FreedomPop Phone Premier Semi-Annual ($26.94). AS soon as I received the Sim card, I cancelled the free trail to revert down to their "free plan".
Today I find a charge on my credit card statement for $73.78 for Premium LTE 2GB Unlimited Semi-Annual plan. Seeing as I already downgraded one service that I signed up for, I do not understand how or why TWO subscriptions were on my account.
I had previously cancelled all paid subscriptions with FreedomPop and should not have been charged for this HIDDEN subscription that I was unaware of. Nowhere on their website does it state that by signing up for their sim card service, that I will be charged for two subscriptions.
Plus, they also advise me that their "free plan" isn't really free. I must put $20 on my account "just in case". $20 is not free.
This company misleads you and is not upfront and honest about the charges that will be incurred.
This is the exact response from the company, "However, we've noticed that on 02-16-2019 you removed FreedomPop Phone Premier Semi-Annual ($26.94) from your account, however, the main plan, which is Premium LTE 2GB Unlimited Semi-Annual $71.94 wasn't downgraded."
At no time was I told that by signing up, I would be signed up for 2 separate accounts that I had no knowledge of.
I would like to be apart of any class action suit for this company as well. This company does not show good faith in their business practices and incurs many hidden charges and subscriptions that I did not authorize.
I would like a refund of $73.78 to my card, and for all of my account information to be removed from your records. I don't trust this company with my personal information now that they have incurred unaothorized charges on my card.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 2/12/19, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer deactivated their FreedomPop Phone Premier service on 2/16/19 and were not charged for the plan on this device thereafter. The customer left Premium LTE 2GB Unlimited active which resulted in a renewal of the service.
Although the customer states they were not informed of the plans and services, this information is reiterated in a follow-up email. These charge would be non-refundable as the account would reap the benefits of a semi-annual account. However, as the customer has canceled their account, we have honored a refund in the amount of $73.78. We ask the customer to allow 3-5 business days for the refund to process.
We can confirm the account associated with ***@gmail.com remains canceled.
There is no further action needed on this complaint.
Billing my account with no services provided
I have twe accounts under my payment method. The second account was never used but I had money withdrawn from that account without notice. After submitting several tickets to the support team, which is the only way to contact support without paying more money. Having recieved several not helpful nor satisfactory responses, I closed the second account to avoid more charges. They offered a $133 (the amount taken from my account with no notification I accepted in the hopes of getting it refunded. After I closed the account, I found they had withdrawn another $47 without my consent.
A full refund of all monies withdrawn from my bank account without consent. I also want a prorated refund from my prepaid sim card for the account i will be closing soon.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's Order #*** included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the customer failed to either downgrade or cancel prior to the conclusion of their trial, the account incurred a renewal charge for both services. However, the customer reached out via support and was honored a courtesy refund in the amount of $113.88 on 2/26/19.
The customer incurred a charge in the amount of $27.84 as they added FreedomPop Premium VIP Service Semi-Annual. Upon signing up for this service, the customer's account was downgraded and due to not meeting our minimum account credit requirements, a charge for $20 was incurred.
We can now confirm both charges were refunded as the account was canceled on the same date of 2/26/19. We ask the customer to allow 3-5 business days for the refunds of #27.84 and $20 to process.
As the account remains canceled and all charges refunded, there is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
They have a required "top-up" security deposit which they use to cover any charges in excess of what your plan normally covers. If it worked like a security deposit, this would be fine. The problem with the FreedomPop "top-up" is that they wipe-out this credit every 30 days without any notice unless you navigate their complex website to "re-activate" the credit within 90 days. Because they give no notice that this credit is being wiped-out, it may be many cycles before you notice this. They also will not refund your "top-up" security deposit in the event you terminate your service plan.
They offer a "Free" Trial and a "Free" phone service. What they don't tell you is that it costs $20 to cancel that free trial and downgrade to the "Free" service. And then even on the free service they will charge you for things that "are not phone service", like fees and taxes.
This company is a total scam. I got my sim cards yesterday and they have already managed to charge me $70 just for canceling my free trial. There just add random charges everywhere they can and they DO NOT TELL YOU! NO EXPLANATIONS FOR THE CHARGES! I have cancelled all the reported all the charges on my credit card from this criminal company.
I purchased 2 sim cards with a 12 Month Plan. One activation worked fine. The other one got rejected with the message that I reached the maximum limit of accounts with Freedom Pop. But the did not tell me that when I purchased the sim cards. Well I tried to reach out over customer service. It is impossible to get someone on the phone to help. They put you on a phone loop where you get messages like " We cancelled your service now" or they offer you a one time payment of $9 to help. I try since about a week now to contact that company with no success. All I want is to activate a sim card which I purchased. There is just no way to get in contact with somebody who can help you. I am deeply concerned about that something like that is allowed. Well I will now cancel my other four active phones with Freedom Pop and swallow one time the loss. It seems to be well worth. I need to sleep again. Hopefully I can find another cheap service. Be careful, the new service from Freedom Pop is Unrealmobile. It is truly unreal how terrible their customer service is.
I have tried to cancel my account several times and I keep getting an error so I cannot cancel. THey started charging me monthly fees with out tellin
I have tried to cancel my account several times and I keep getting an error so I cannot cancel. THey started charging me monthly fees with out telling me.
refund my account for the past 12 erroneous charged and cancel my account
We're sorry to learn of the customer's unsatisfactory experience regarding a cancellation of their account. Our records indicate there is no active account associated with ***@hotmail.com. We've attempted to locate an active account associated with the customer's complaint credentials to no avail. Therefore, we were unable to successfully investigate this case.
However, 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.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
The customer may reply here with the email associated with their account which has incurred charges so we may properly investigate.
I was charged for an add-on or ghost charge that I didn't consent or agreed to by FREEDOM POP
Hello, I was charged for an add-on or ghost charged that the internet data, call services provider called FREEDOM POP went ahead an added a 4.99 USD charge that I didn't agreed or give my consent to be charged 4.99 USD onto the form of payment that I added upon signing up for their 15 day trial that consisted of 2GB data, unlimited calling, texting for 15 days and after if you decided to stay get billed monthly at their normal rates for that month to month plan for the 2GB data. It had cancel anytime before the 15 days are up and end commitment of continuing their services for the normal pricing on that plan that consisted of 2GB for 30 days. The sign up was originally for .01 cents USD to have them shipped the penny SIM card to have the trial started. Which I only agreed to try upon sign up for the 15 days and no other charges or ghost add on charges that I didn't give consent to be charged at anytime... The charge was minutes after signing up like 6 minutes I seen that the FREEDOM POP had charged 4.99 USD which I still hadn't received the SIM card it was processing to be shipped. On the day I signed up was January 31, 2019 at 6:53 PM local time which is California time. Note that I didn't receive any physical item besides the SIM card to use their digital services which were a 15 day trial of mobile data and calling at which no point did I use any of the unlimited calling minutes or texting that were included at no extra charge. The trial had 2GB of data usage that I didn't use up.. I cancelled my trial with them on February 11th , 2019 which is still in the proper 15 day trial period.
To reach a customer support live agent over the phone they charge a per hour fee to speak to someone, no legal business does that but Freedom pop does. No matter for what issue you are calling in for you will first have to pay in advance to speak to someone from billing, technical or any other reason you might call upon. It's impossible to reach someone. I contacted them by submit a ticket... On their website
Here are the details on their customer support number
Alternatively, you can access a LIVE agent for an additional fee at ***. Try it and see for yourselves... It will go into an automated system that requires you to input your account phone number that was assigned upon the trail service to hide the fact that it will ask you to agree to ve charge after you input your account number to speak to someone. Or else the system ends the call.
My account details at sign up are as follow:Thanks for signing up to FreedomPop! Your ORDER ID is ***.
Your Purchase Details
Due Today: $0.01 (includes taxes & fees, if applicable)
Initial Service Cost: $0.00
Plan: Premium 2GB LTE Unlimited ($29.99) *after 14 days
Device: LTE SIM Kit - 3-in-1 - Voice/Data Bundle ($0.00)
Shipping Option: Super Saver ($0.00)
Additional Services: FreedomPop Phone Premier ($9.99) *after 14 days
Assigned number was ***
Can you help? A business shouldn't be allowed to operate and deceive their customers who pay their bills. It's like a legal cartel that they make the rules to charge whenever they want to and to whomever they want after they sign up.
Thank you have a nice day
I am requesting to be refunded the amount of 4.99 USD which I was charged minutes after signing up for their penny SIM that included a 15 trial to their data ,calling, txting services. Thank you.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer was charged $4.99 on 1/31/19 due to selecting a new phone number. However, the customer was issued a courtesy refund on 2/22/19 as the account was canceled on 2/13/19.
There is no further action needed on this complaint as the account associated with ***@msn.com remains canceled and the refund of $4.99 has been previously honored.
Account had been cancelled without any notice. Customer Service refused to offer port-out information, I want to get my number back!
2 years ago a Sim Card For Free (2YEARS AGO) and I never signed up for any other services. I then get a $32.98 Charge on my account.
2 years ago a Sim Card For Free (2YEARS AGOv2017) and I never signed up for any other services. I then get a $32.98 (2019)Charge on my account. I know this is not much but if I do not receive a refund I will not only contact my Bank to escalate this but I will also contact and seek out legal council regarding this. I have tried to contact a live operator numerously but it seems like this company practices devious ways to steal from people
Refund and Remove me from any business since the Website will not allow me to cancel anything
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 3/22/17, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus. 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 their account prior to the conclusion of their trial period, the plans and services became paid subscriptions.
However, upon account review, we have confirmed an outstanding payment in the amount of $32.98. We were unable to successfully capture the original payment on 4/25/17. 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:
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)."
Although the charges are considered valid on our end as services were rendered and the customer failed to downgrade or cancel their account, a courtesy refund in the amount of $32.98 was issued on 2/22/19 and the account was canceled due to an attempted dispute.
We can confirm the account associated with ***@gmail.com remains canceled.
There is no further action needed on this complaint.
I haven't been a customer with this company for over 5 years, and I've just received a 27.72 charge to my bank account from them today.
I was once a customer with Freedom Pop, over 5 years ago. I left them due to constant billing mistakes and double charging. Like I said, it's been over five years and today I just randomly got hit with a billing statement from Freedom Pop onto my bank account out of absolutely no where, with no emails, phone calls or any confirmations whatsoever.
This company practices very ill habits, and is the reason I left. No one on the face of this earth should be billed by a company 5 years after the fact they've closed their account down completely.
I want my money back, and all information regarding to my person removed from their databases so this does not ever occur again. Absolutely unacceptable.
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 successfully locate an account using the customer's credentials associated with the complaint.
We ask the customer to provide the email previously associated with the account along with the first four and last four digits of the CC which incurred the charge so we may investigate properly.
We look forward to the customer's response so we may investigate.
I saw this business on Shark Tank and thought it could be trusted. However after being told it would work in my area and finding out it wouldn't I canceled my service. Then they began charging me more so I finally by some miracle finally got a person in the phone and we canceled it again. I got a confirmation email and everything was fine for a couple of months. Then they began charging my credit card and I have been trying since 2017 to get someone on the phone again to get this taken care of. The phone completely shut down and became useless in December 2017 but I was getting charged $7.99 a month for it anyway. Then they stopped charging me for a couple of months and I thought ok it is going to be settled. Then they began charging me .99 a month. So far the total they owe me is $40.05. I do not want them doing this to anyone else. And I want them to stop doing it to me.
Product_Or_Service: FreedomPop phone with free service
Account_Number:
Refund I want them to remove all my contact and billing info, refund my money and never charge me again. The phone doesn't even work at this point. It only flashes an apple symbol and is worthless. I want nothing more to do with this company.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. Our records indicate the customer did reach out on 10/9/17 requesting a cancellation of the account associated with ***@yahoo.com at which point their request was honored and the account canceled.
However, upon further investigation, we noticed the customer updated their billing information on 10/16/17 which in turn caused the account to reactivate. Our records show the customer then disabled top-ups on 10/16/17 and then downgraded their voice plan from Premium 2GB LTE Unlimited to our Basic LTE 200. The account's add-on service of FreedomPop Premium Plus remained active which caused the customer to incur renewal charges in the amount of $7.99 until it was deactivated on 3/3/18 at which point they no longer incurred any charges.
The customer has continued to incur a $0.01 charge due to our Account Maintenance Fee. This is done to ensure an account remains active. The following is taken directly from our TOS:
https://www.freedompop.com/service_plan_terms.htm
"FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active. For your convenience, FreedomPop reserves the right to automatically charge the Maintenance Fee to your valid payment method on file each month the Maintenance Fee is applicable to ensure no disruption of the Broadband Service, Phone Service, Value Added Services, and Other Services."
Unfortunately, as the customer reactivated their account and failed to deactivate their add-on service of FreedomPop Premium Plus, the charges are considered valid and non-refundable. We apologize if this causes any inconvenience on the customer's end.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
I bought the phone and was promised free internet and calling and texting
The phone number involved is *** They say there is a billing issue. There cant be a billing issue since its free. If I want to talk to am
anyone I have to upgrade and give my new credt card number. I won't do this
I think a refund of the price of the phone would be nice, especially since i can't use because freedompop suspended service
We're sorry to learn of the customer's unsatisfactory experience with the account associated with ***@yahoo.com and appreciate the opportunity to provide some clarity on the matter. The customer is correct in the account being subscribed to the Premium 500 plan at a cost of $0.00. However, the account is required to have an active form of payment and so the account will at times request the customer to update their billing info which is the case here. This is done to ensure the registered form of payment is valid.
The customer's account will remain suspended until the billing info is updated. We apologize for the inconvenience, but there is no way around this process. The customer can rest assured as no charges should be incurred when updating their billing info. Below we have provided a link which will provide the customer with steps on how to successfully update their form of payment. We ask they have a look at their convenience.
https://***
We appreciate the customer's patience and understanding throughout this process.
The customer may reply here should they have any further questions or concerns.
(The consumer indicated he/she DID NOT accept the response from the business.)
Freedom pop is doing a bait and switch. Promising one thing then not delivering. My original resolution of having the purchase price of the phone returned is the only acceptable solution. I wouldn't ever give freedompop my credit card information
Sorry to hear the customer is not satisfied with our response, however, a refund of the device will not be honored as we've previously stated they are well beyond the 14-day return window along with services being rendered. Our records indicate the customer has been able to successfully use their device and account until the point of coming within their data threshold, at which point they were temporarily suspended which is stated in our TOS. Therefore, the account and device have been functioning as they should.
The customer may enable top ups in order to continue usage beyond their data allowance. They may reference the following link in order to do so.
https://***
Should the customer with their account as is, it will temporarily suspend when coming within their data allowance.
The account is active and in good standing, therefore, no further action is needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
The only resolution is as I indicated. I'm not referring to return of the phone. I saying refund the price of the phone since freedom pop suspended the service and will do it again when they want to try and force some kind of payment. This is illegal and should probably be made aware to the California attorney General. Refund the price of the phone and stop trying to force payment on something advertised as free
I order the free cell phone service and they wanted $0.01 for a cim card witch I was ok with but then they charged me a $6.99 fee and a $20.00. I cancled my acount and tried to call them but it wont let me talk with anyone without an account and I tried to email them and got nothing. if I would have known that they were going to charge me that amount I would not have singed up cause they took the money that I need to feed me and my kids.
Product_Or_Service: free cell phone service
Order_Number:
Other (requires explanation) i would just like my money back so i can feed my family.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges. Our records indicate the customer incurred a $20 charge on 2/14/19 for not meeting our account credit requirements when downgrading their account. We do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
The charge of $20 is captured with the customer's consent as a pop-up requires the customer's acceptance of being charged $20. As the customer opted in, the charge was incurred and valid on our end. However, as the customer canceled the account associated with ***@hotmail.com, a refund in the amount of $20 was issued on 2/19/19.
Regarding the $6.99 incurred on 2/14/19, this was done as a result of adding our "Safety Mode" feature. With this service, customers will get a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. The customer can also enable or disable Top Ups at any time. This charge was also considered valid on our end as it requires the customer's consent via a pop-up. However, this too was refunded on 2/19/19.
We can now confirm the customer has canceled their account on 2/18/19 and has not incurred any charges since. Therefore, there is no further action needed on this complaint.