FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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I originally ordered a sim card through freedompop to try it out. I never ended up using the service so I threw the simcard away. I then noticed I was being charged a one cent account fee so I went in to cancel my account and once I hit cancel account I was charged an $80 fee for "premium LTE 2gb" plan I never signed up for.
Other (requires explanation) a full refund of the charges they made to 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 8/8/18, 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 $105.87. We were unable to successfully capture the original payment on 8/25/18. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Unfortunately, as the customer failed to downgrade or cancel their account prior to the renewal date, the charges are considered valid on our end and not eligible for a refund.
Freedompop sole money February Saterday 16th at 4:45am. I was asleep when they stole without my authorization 192.00! I contacted PayPal, and reported the theft. I never heard of freedompop! They stole my money, and they need to be shut down!!!
Product_Or_Service: N/A
Other (requires explanation) I want the money that freedompop sole 98.00+98.00. I don't know who in the *** these people think they are! I will drag their *** company all over the net how worthless these *** are!
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 has multiple device accounts associated with ***@gmail.com.
Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 12/10/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Our records also indicate the customer ordered a second LTE SIM Kit (Order #***) on 12/10/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. As previously stated, these trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal.
As the customer failed to either downgrade or cancel botch accounts, they validly incurred renewal charges which are considered valid on our end. However, each renewal in the amount of 98.88 was unsuccessfully captured on 1/12/18.
As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Unfortunately, as services were rendered, the charges are considered valid and non-refundable.
The customer 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.)
s they are dirty low down demons.
This company stole money!! I never did business with these people ever in life! I want 169.00.
These people are theives. PayPal called and told me freedompop mo longer fam sell with PayPal. So freedompop are theives without a business account which they hacked into my account and stole money they had no business making a purchase twice atb4am in the morning when I was sleep!!!! I called PayPal and they know freedom Pop can
no longer do business with PayPal. Freedompop are hackers and I will get them to give me my money. Sorry b
As previously offered, we've canceled the accounts associated with ***@gmail.com and will no longer any charges.
If the customer feels the accounts were created as a result of their personal information being compromised, we recommend the customer contacts the proper authorities to report stolen information to open a formal case to investigate.
There is nothing more to be done on our end as we've canceled the accounts associated with ***@gmail.com in order to prevent further charges and usage.
(The consumer indicated he/she DID NOT accept the response from the business.)
I will sue freedompop. Just get ready.
I had service with this company two years ago.. it was a .99 cent service.. in 2017.. on February 15th 2019, they took $89.94 out of my account.. when I tried to contact them, it was near impossible.. the representative told me 'not to stress out? and hung up in my face. I was finally able to talk to someone via twitter, and they told me that in two years time, they were unable to to get a payment.. mind you, there is money on the card every month, as it is a child support card.. and that they were unable to refund my money. They said I didn't cancel my service until the 17th of February.
Product_Or_Service: Cell service
Other (requires explanation) I would like my money refunded into 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 #XXXXXXXX) on 7/29/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited. 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 $89.94. We were unable to successfully capture the original payment on 9/2/17. 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.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
We can confirm the account has now been canceled and should no longer incur any charges. Unfortunately, the charges are considered valid due to the account not being canceled.
We have cancelled our internet service through Freedompop two times and are still being charged every month. I called again a few days ago and was told that the service had not been cancelled and that there was nothing that could be done about the monthly charges unless we cancelled the service! So I cancelled it again and explained that we had cancelled twice before and were still being charged. She said they had no records of cancellation. However, the service was cancelled back in June, and we have continued to incur a charge of almost $50 a month. Surely records show that we have not been using the Freedompop service from June on.
Product_Or_Service: Internet service
Account_Number: monthly
Other (requires explanation) We want a refund of charges from now back through June 2018, months for which we should've never been charged.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer reached out on 6/15/18 via incident #XXXXXX-XXXXXX requesting a cancellation of their account associated with ***. 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.
Therefore, the customer was provided with instructions on how to successfully cancel their accounts. As the customer failed to downgrade and/or cancel their account, the charges are considered valid. Unfortunately, the refunds they are requesting will not be honored.
Regarding an RMA for their device, it was upon this incident that the customer was also denied a return RMA as they were well beyond the money-back policy. Our records indicate the customer ordered a Franklin Wireless R850 ***) on 12/13/17 which exceeds are return window. We apologize for the inconvenience.
As for the customer's sub-accounts which are associated with the second and third Franklin Wireless R850, our records show the customer was provided with a return RMA for each device on 12/20/17. As the customer failed to return the devices in a timely manner, they are now outside of our return window.
We can confirm all accounts associated with *** have now been canceled and should no longer incur any charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
The problem with this response is exactly what we have been dealing with from the beginning. Freedompop refuses to take any responsibility and continues to put responsibility and blame on the customer. Beginning with the second issue, if we had received RMAs for the other devices, we would have returned them, which is what we wanted to do. We never even ordered the other devices. It was the mistake of Freedompop that they were sent to us in the first place; it was the fault of Freedompop that we were charged for them and had to deal both with trying to return them and trying to get Freedompop to refund the money they wrongly charged us for them. We never authorized Freedompop to charge us for those devices. Regarding the other issue, the account WAS cancelled using the online cancellation process, but we kept being charged, and no one at Freedompop was ever helpful in dealing with this problem. If the online process didn't work properly, that is Freedompop's responsibilty, not ours. We followed their instructions. Moreover, we contacted the company, to no avail. Funny that since Revdex.com is now involved, Freedompop can now confirm that our account is cancelled and we are not being charged. This should have happened months ago. That our account has continued to be open and charges have continued to accrue is the fault of Freedompop. That we still have the other devices that Freedompop erroneously sent to us is the fault of Freedompop. Freedompop illegally charged us for the extra devices and has continued to charge us for services without our consent long after we contacted the company to cancel our account and followed their instructions for doing so. This company is mind-numbingly difficult to deal with. Even now we are simply going in circles. We don't have the power to cancel our account and stop Freedompop from charging us, Freedompop does; nor have we had the authority to deal with receiving and being charged for extra devices we never ordered (and Freedompop should have never made it our responsibility to deal with their mistake of erroneously sending us the extra devices in the first place), Freedompop does. Once Freedompop gets its hand in your wallet, it is unreasonably difficult to find a way to get it out.
have now been processed and should reflect on the customer's end. We thank the customer for their patience throughout the process.
We can confirm no further charges have been incurred with either order other than the sign up orders which have now been reversed.
As the refunds have been honored, we will consider this case resolved.
(The consumer indicated he/she DID NOT accept the response from the business.)
This response again ignores the fact that the account was cancelled back on June 2018, in accordance with Freedom pop instructions, and that we were still charged monthly till January 2019, after many calls to freedom pop and a report filed with Revdex.com. The account was not used from June 2018 on b/c it was cancelled online. Since charges kept accruing, I contacted Freedom pop and complained, several times. I was told on several occasions that the account had not been cancelled that I needed to go online and follow the instructions to cancel it and billing would be stopped. I informed the operators that I had done that and, just short of calling me a liar, was told there was nothing they could do, that I needed to go to the webpage and take care of cancelling the account myself. So I did this again but billing continued! Till I filed a Revdex.com report. Freedom pop needs to take responsibility here and in good faith say that a mistake was made on their end and a refund will be issued for the months I was charged for a cancelled and unused account.
That is the only response I will find acceptable.
FreedomPop refused to refund my top-up balance (a form of security deposit) and the unused portion of the monthly charge after canceling my account
On 01/21/2019, FreedomPop canceled my account because I filed a dispute on 01/21/2019 with my credit card company about one charge that FreedomPop charged to my credit card on 01/19/2019 in my LTE SIM Kit sub-account. I filed that dispute only after FreedomPop denied my request on 01/21/2019 for refund of that charge and I did not request for my account to be closed. FreedomPop refunded that charge to my credit card on 01/21/2019 and the dispute was resolved, but, after having closed my account, FreedomPop refused to refund the $20 top-up balance in the LTE SIM Kit sub-account (which has no monthly subscription charge), the $13.02 top-up balance and the remaining unused portion of the $4.99 monthly subscription charge in the ZTE Force sub-account from 01/21/2019 to 02/04/2019.
FreedomPop charges a user $20 top-up fee as a security deposit in case the user's data usage exceeds the monthly limit, but the FreedomPop's policy of "All payments made by you to FreedomPop are final and are non-refundable" reveals FreedomPop's intention of seizing the disguised top-up charge when the account is closed for whatever reason.
Besides, FreedomPop lets the top-up balance expire in 30 days (or 28, or 29, or 31 days depending the number of days that the involved month has) and requires a user to endure the unnecessary burden of reactivating the top-up balance every 30 days. If a user's data usage exceeds the monthly limit when the top-up balance has expired and when the user has not reactivated the top-up balance, FreedomPop charges the user's credit card for the over-usage instead of deducting the charge from the top-up balance. This top-up balance expiration policy reveals FreedomPop's intention of preventing the top-up balance from being reduced.
Had I requested FreedomPop to cancel my account, I would have forfeited the unused portion of the monthly charge that I prepaid for the month, but it was FreedomPop who closed my account because I filed a dispute with my credit card company on an unrelated charge after FreedomPop rejected my request for refund of that charge, so FreedomPop needs to refund me the unused portion of the monthly charge that I prepaid.
I want FreedomPop to refund the $20 top-up balance in the LTE SIM Kit sub-account, the $13.02 top-up balance in the ZTE Force sub-account, and the remaining unused portion of the $4.99 monthly subscription charge in the ZTE Force sub-account from 01/21/2019 to 02/04/2019. I also urge FreedomPop to clearly state in its policy that the top-up balance is refundable when the account is closed, and not let top-up balance expire.
We're sorry to learn of the customer's unsatisfactory experience with us. 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."
Our records indicate the customer incurred a $20 charge when downgrading their data plan and not meeting our 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.
As the customer's account associated with the LTE SIM Kit has been canceled due to a violation of our agreement, we have issued a refund for the $20 remaining in account credit. We ask the customer to allow 3-5 business days for the refund to process.
Regarding the account associated with the ZTE Force, we have refunded the $13.02 which remained in account credit as the account has been canceled. We ask the customer to allow 3-5 business days for the refund to process. Regarding the $4.99 incurred for their subscription, this is non-refundable as services were rendered.
There is no further action needed on this complaint as the accounts associated with ***@outlook.com have been canceled and refunds honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have received from FreedomPop refund emails although the refunds have not been posted to my credit card yet.
The issue is that
- FreedomPop keeps inactivating the top-up balance to prevent it from being consumed. A user has to keep reactivating the top-up balance to avoid additional overage charge.
- FreedomPop does not refund the top-up balance when a user's account is closed with or without dispute.
- FreedomPop refuses to resolve a billing dispute with the user, who has no choice but to dispute the charge with the credit card company. FreedomPop then treats the user's dispute with the credit card company as a violation of the FreedomPop's Terms of Service, and closes a user's account without refunding any account balance including the top-up credit and the unused portion of the monthly subscription payment.
When a user attempts to disable the top-up feature, a window pops up with the following message.
=========================== BEGIN ===========================
FreedomPop Safety Mode
To better manage your data usage, get additional bonus data and ensure you never go over your plan limit, you can subscribe to our Safety Mode service. You will never need to worry about overage fees.
Safety Mode Feature Include:
- Get an additional 500MB for the remainder of your current billing cycle
- Receive a 10% boost on your plan data every billing cycle
- Disable Automatic Top-up at any time
- Never pay for an overage when Automatic Top-up is disabled
- Control your data speeds whenever and wherever you are (CDMA only)
By clicking Activate, you are signing-up for Safety Mode service and will be billed for $6.99/MONTHLY
CANCEL ACTIVATE
============================ END ============================
FreedomPop does not disclose the following up front.
- In one month after the top-up charge, the top-up balance expires, becomes inactive, and cannot be used to pay for data overage. When the top-up balance is inactive, any data overage incurs additional charge. To avoid such additional charges, a user has to reactivate the top-up balance. The reactivated top-up balance will expire again in one month after the reactivation. The top-up balance keeps expiring and the user needs to keep reactivating it.
- The top-up balance is not refunded when the account is closed.
- The top-up feature cannot be disabled unless the user signs up for Safety Mode service, which costs $6.99 per month.
A user who is lured to the FreedomPop's free plan ends up loosing the top-up balance when leaving FreedomPop. A user cannot get from FreedomPop any refund unless the user files a complaint with Revdex.com or FCC. Because so many users fall victims of FreedomPop's predatory practices, which are protected by its class action waiver agreement, I strongly urge Revdex.com to investigate FreedomPop's disguised top-up charge policy and demand FreedomPop to revise its service terms and refund the top-up balance to every user who is entitled to receiving it.
Our records indicate the customer has been refunded the $20 on 3/15/19. We ask the customer to reach out to their financial institution regarding the refund as it has been honored on our end.
Regarding a payment made by the customer to FreedomPop, customers agree to our TOS when signing up for our services and are informed of all payments being non-refundable.
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.
Account credit can always be reactivated by simply logging into one's account> clicking on BILLING > selecting ACCOUNT CREDIT > Scrolling down and locating "Your credit balance has expired. Activate Credit." > Click "Activate Credit" to reactivate the expired credit on one's account.
Freedom Pop refuses to refund charges they issued against me without my knowledge or consent. They also could not explain what the charges were for.
I emailed customer service with the following request: "I have several charges to my account which I never authorized. I would like to dispute the following transactions: ***, ***, ***, ***. The account has gone dormant and I do not use the phone. Please cancel the account and refund these charges in the amount of $119.46 asap, thank you."
Their response was: "Upon account review, we have confirmed an outstanding payment in the amount of $27.98. We were unable to successfully capture the original payment on 03-02-2017 and it wasn't until 11-14-2018 that the charge went through. Additionally, FreedomPop has implemented FreedomPop Administrative Fee and Regulatory & Recovery Fees in the amount of $4.50. These fees are defray costs of various federal, state, and local regulatory programs. It is a monthly fee that is non-refundable and is determined by city/state. For clear visibility we provide a breakdown of each cost in your billing summary."
I told them I was already charged $29.99 on 1/27/17 for setting up the account, I was not refuting that charge. I was never told what the charge for $27.98 was, nor was I informed that they were trying to collect payment for nearly two years! I certainly did not sign up for any services after the initial payment on 1/27/17.
I am seeking a refund in the amount of $119.46 and the cancellation of my account with them. They require a $20 payment in order to cancel the account on line and I am not comfortable giving them any more of my money.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Huawei Union Y538 (Order #XXXXXXXX) on 1/27/17, which includes a free trial of our Premium 1GB 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.
As the customer failed to either downgrade or cancel the account, a renewal charge was attempted on 3/2/17. However, as the customer has been informed, this charge was not successfully captured until 11/14/18. The account then continued to incur renewal charges for every following month.
Unfortunately, these charges are considered valid and non-refundable as services have been rendered and the account associated with Huawei Union Y538 remains active. Please note, the account will continue to incur charges should the account remain active.
We are not sure as to where the customer read there is a charge for canceling there account, but the customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel" at no cost.
The customer also has a sub-account associated with ***@gmail.com. The second account has an LG Tribute 2 assigned to it and also remains active. The customer may manage their subscriptions or cancel their accounts by following the instructions on the links below:
Cancel Account - https://***
Downgrade Plan - https://***
Add/Remove Services - https://***
As previously stated, the refunds will not be honored as the accounts remain active.
Never activated SIM card. ZERO minutes/Data used EVER. Billed $807.19 since 2016
Ordered a SIM card for cell phone in October 2016 for 99¢. NEVER activated or used SIM card. Just found out that I have been billed $807.19 since that time for monthly service. Monthly service was NEVER activated. Usage history on service providers website shows ZERO minutes used and ZERO dat used all the way back to October 2016. Yet they have been billing my credit card roughly $30 per month since that time.
I would like a refund of the over-billing of $807.19 to my American Express 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 #XXXXXXXX) on 10/14/16, which includes a free trial of our Global 1GB 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.
Although the customer states they did not use their device, in the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
Furthermore, 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.
Unfortunately, the charges are considered valid as the customer failed to downgrade or cancel their account until it was successfully canceled on 2/25/19 by using our self-help tools mentioned above. As a courtesy, we've refunded the latest renewal in the amount of $33.97. We ask the customer to allow 3-5 business days for the refund to process.
No further charges should incur with the account associated with ***@gmail.com as it has now been canceled.
(The consumer indicated he/she DID NOT accept the response from the business.)
Trial was canceled before first renewal date. This is also evidenced by the fact that there has been absolutely ZERO data and minutes usage from the very beginning. Data/usage records going all the way back to 10/2016 show ZERO usage. Absolutely NO data was used. Absolutely NO minutes were used. They have this data (records) on their website, I can provide screen captures of account history all the way back to 10/2016 proving ZERO usage. SIM card was never used, never tested, never tried. Period.
As previously stated, we provide the following line in the customer's confirmation email: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
As the account remained active, the renewal charges incurred are considered valid. No further refunds will be honored.
There is no further action which will be taken on this complaint as the customer neither downgraded nor canceled their account prior to the conclusion of their trial period.
(The consumer indicated he/she DID NOT accept the response from the business.)
Business states: "Unfortunately, there will be no further refunds honored beyond the courtesy refund due to services being rendered."
Due to services rendered? NO services have been rendered. NONE! Data records provided on their very own website show that data/minutes usage has been ZERO all the way back to beginning of time. They merely do not want to admit responsibility on their part for over billing me for services never delivered, services never used.
The company charged me a 27 dollar charge that was never included when I signed up as a "safety charge". I contacted them and they apologized and told me it was non-refundable, but they would instead give me 27 dollars to be credited to my account for future bill payments. I found that to be agreeable. However, they never gave me that credit and charged me again for phone service. As of filing this complaint, I have still heard nothing back, and customer support will not respond, and instead of crediting my account like they said they would, I have been charged another 10 dollars. I'm now stuck with them for another month because nothing can be done and I need some form of phone service. Please note, in the PDF I will attach, the "Top-Up credit" is not what they were supposed to give me, they were supposed to give me subscription credit, to pay for my bill.
Product_Or_Service: Phone Service
Other (requires explanation) I want a refund of the 37 dollars they've charged me.
We're sorry to learn of the customer's unsatisfactory experience with us. Upon reviewing the attached correspondence, our records indicate the customer was informed of the $20 incurred in account credit due to not meeting our requirements when downgrading. This charge is considered valid on our end as the customer accepted said charge upon downgrading.
Regarding the $6.99 incurred, this was done as the customer opted in for "Safety Mode." 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. Customers can also enable or disable Top Ups at any time.
As stated by the customer, subscription credit in the amount of $20 was offered on 1/30/19 and added on 2/1/18. As the customer's SC was added after the renewal date, the charge was incurred. However, we've now gone ahead and issued a refund for the renewal charge on 1/31/19. We ask the customer to allow 3-5 business days for the refund to process.
Upon further investigation, it look appears the form of payment associated with ***@hotmail.com has been canceled which has rendered the account suspended. In order to reactivate the account, we ask the customer to update their billing info. Below we've added a link which will elaborate on how the customer may successfully update their billing.
https://
I and 1192 others have been scammed by this company trial.. This company needs to be shut down
I agreed to a 14 day trial of service with freedompop. The SIM card was sent out and received 5 days later and activated. 9 days later I was charged 101.09 for a 6 month plan I never even heard of . They informed me that my trial started the day I agreed to the trial.. I opened a dispute with PayPal, and Paypal asked me to try and resolve directly with freedompop. I was told by freedompop that in order to receive a refund I would need to provide them proof that the dispute was closed. Once I did that a gave them all of my financial information, they said I was not getting a refund.. They have 1192 similar cases open with Revdex.com. They even canceled my "paid" service after this which should be illegal as well.
I would like a full refund of $101.09 to my PayPal account
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 9/4/18, 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.
However, as the customer violated our agreement by disputing the charge with their financial institution, their account was suspended. 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."
Upon further investigation, our records do indicate the customer was informed a refund would best be honored if the dispute was reversed. Although, the customer states they have reversed the dispute, our records indicate a dispute was placed on 9/21/18 which removed the payment on our end as it was temporarily placed on hold. On 10/4/18, the customer received a reversal of the charge and the payment to us was canceled. We do not have any records of the payment being placed to us as completed. Therefore, we are unable to refund an amount which is not there.
We would advise the customer to look over their PayPal activity and specifically check for 10/4/18.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have reviewed all incoming and outgoing charges since the original "completed payment" that's the only transaction I've ever had with STS media I can provide all Screenshots upon request. PayPal has also informed me that the money was automatically released to STS Media the day my dispute was dropped. I was told It would be processed faster if I would drop my dispute I fully cooperated with all payment details that were asked of me. If you need any information from me, I would be happy to provide. Thank you
We're sorry to learn of the customer's continued unsatisfactory experience regarding the reversed dispute. Unfortunately, upon further investigation, our records indicate the funds were not captured on our end. Unfortunately, our stance on the money not being able to process due to not being captures remains the same.
The customer is more than welcome to provide any information which constitutes PayPal indicating the charge was successfully processed so that we may examine properly.
We thank the customer for their patience and flexibility throughout this process.
I attempted to sign up for FreedomPop service in September of last year. The phone I received was broken and would not power up. After 2 months working with Customer Service I was never able to get the phone to work and the SIM/line was never activated. I returned the phone and requested a refund for the phone for any services I had been charged and requested the account cancelled. (Incident: XXXXXX-XXXXXX) I never received the refund on my card and I was charged for the phone and for service every month since then. I am due $221.88 in charges on my card that are for returned equipment or that were charged AFTER I told you to cancel my account. Please work to issue me a refund for ALL charges as I was never able to use your services. If I do not see a refund I will be disputing all of these charges with the credit card company an reporting these as unauthorized charges from your company.The forums are no help, I can't call and talk to anyone as I am told I need "Live representative" coverage on my account. I can't submit a ticket because I need to be VIP, which my account says that I AM. DateTimeTransaction NumberDescriptionPaid1/22/XXX:XX AMXXXXXXXXXMonthly ChargeUS$42.5112/22/XXX:XX AMXXXXXXXXXMonthly ChargeUS$42.5111/22/XXX:XX AMXXXXXXXXXMonthly ChargeUS$42.2910/22/XXX:XX AMXXXXXXXXXMonthly ChargeUS$37.299/22/XXX:XX AMXXXXXXXXXMonthly ChargeUS$37.298/18/XXX:XX PMXXXXXXXXXInitial SignupUS$19.99
Product_Or_Service: Cell Phone service
Other (requires explanation) In the end I need ALL of my charges refunded and my account cancelled out.
We're sorry to learn of the customer's unsatisfactory experience with us. 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.
Our records indicate the customer was issued an Exchange RMA on 10/25/19 associated with a ZTE Prestige 2. However, as the account remained active so did the renewals of the plan's subscriptions. On 2/15/19, we issued two refunds in the amounts of $42.51 and one for $42.29. We have now issued a refund for the latest renewal which occurred on 2/22/19. The refund is in the amount of $45.50 and we ask the customer to allow 3-5 business days for the refund to process.
We can confirm a replacement request has been submitted for a ZTE Prestige 2 which the customer is set to receive at the following address:
***
City: ***
State: IN
Zip Code: XXXXX
Should the customer not be interested in the replacement, they may reply here so we can look into canceling the process. However, once the device ships, the customer will have to "REFUSE" the package upon its arrival at which point we will await the package return to our shipping logistics.
The customer may manage their subscriptions by following the instructions on the links below:
(The consumer indicated he/she DID NOT accept the response from the business.)
I followed the instructions for cancelling the account on my own, but the process did not work. I had included in the ticket that I had opened with their support that I did NOT want a replacement phone and I also requested at that time that I wanted my service cancelled. I would like the replacement phone to not be shipped and to verify that all services and equipment have been cancelled from the account. I would also expect a refund on the device as I never had a working device and do not wish any future services.
We're sorry to learn of the customer no longer interested in continuing their services with us. Unfortunately, the replacement device has shipped. However, the customer may rest assured as they may refuse the package upon its arrival. Once it is refused, the customer may reply here with an update so we may confirm the package has been refused and en route to our logistics department. The customer may also reach out via email at *** with Revdex.com CASE: #679990 provided in the subject line.
The customer may refer to the link we've provide for information on how to refuse a package.
***
We can also confirm we've honored two refunds, each in the amount of $37.29 for a total of $74.58. We ask the customer to allow 3-5 business days for the refunds to process.
We appreciate the customer's patience and understanding throughout this process as we await an update of the refused order.
I keep getting charged for a plan that was cancelled months ago. It is impossible to contact the company.
Other (requires explanation) Reversal of charges and confirmed cancellation of plan.
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 1/15/18, which included a free trial of our Semi-Annual subscription for Premium 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 do not indicate an attempt to downgrade nor cancel the account associated with ***@gmail.com. Therefore, the account has continued to incur semi-annual renewal charges.
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".
Customers can also manage their subscriptions by following the instructions on the links below:
Cancel Account - https://***
Downgrade Plan - https://***
Add/Remove Services - https://***
As the account has remained active, the renewal charges are considered valid on our end and non-refundable. We apologize for any inconvenience this may cause on the customer's end.
(The consumer indicated he/she DID NOT accept the response from the business.)
Your cancellation process is broken. Cancel the account! What more needs to be said.
We're sorry to know the customer was not able to successfully cancel their account. However, we can confirm we were able to log in as customer and cancel on their behalf without any discrepancies. We can confirm the account has now been canceled and a prorated refund in the amount of $107.40 issued. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed as the account has been canceled and a prorated refund honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
I am trying to return my hotspot and get the credit on my account back, but I can't get in touch with FreedomPop in any way. I have already cancelled my account, which I saw on the forums was the first step.
Product_Or_Service: Free Hotspot Data
Account_Number: ***@
Other (requires explanation) Please refund me the credit on my account (*** and give me instructions on how to return my hotspot.
Live agent support over the phone does require a paid subscription of Premium VIP support, but we do offer 100% free support options via social media at ***. and ***.
Regarding the customer's request to return their Franklin Wireless R850, unfortunately, the customer is not eligible for a return RMA as they are well beyond our return policy. The customer's sign up order #XXXXXXXXX dates back to 5/18/18 which is well out of our 14-day return policy and 90-day exchange window.
As we can confirm the account associated with ***@gmail.com was canceled on 2/14/19, we've refunded the remaining unused credit of $33.44. We ask the customer to allow 3-5 business days for the refund to process.
Unfortunately, there is nothing more which can be done regarding the device due to our return policy.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is 2/3 of the way resolved - I got a $20 credit that processed back to my credit card, and they said that they don't accept returns of equipment past 14 or 90 days. (I wasn't trying to get a refund for the equipment, just thought they would want it back, but I guess it's mine now.) The missing piece is that, while I got an email about the final $13.44 credit, it never appeared on my credit card. The reference number for the credit refund is XXXXXXXXX. Could someone please check into that?
Thank you!!
We thank the customer for their attempt to return a device. However, as this was purchased by them, they are entitled to it.
Regarding the refund of $13.44, our records reflect it was successfully processed and should reflect on the customer's end. We recommend the customer reach out to their financial institution regarding the refund as our records indicate the process was completed for CC *** on 3/1/19.
We thank the customer for their patience and understanding throughout this process. The customer may reply here should they have any further questions or concerns.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you!
This entire company's business model is based on an old scam I continue to this day got to providing a free service which normally you have to pay for with other providers. Nothing in life is free. Even though FreedomPop says that their services free they always have ways to manipulate customers to have a credit card on file so that they can bill you for additional services. If the service is free of course you would not have to have a credit card on file this is one of the oldest games I continue to this day totally based on fraudulent business practice. This company knows that once they have their hooks on your credit card for automatic payments, and there's higher chance that people will not want to take the hassle and time that is required to discontinue the automatic billing. They do not make it easy to cancel these services often it is through countless emails they try to wear you down my back and forth emails that take many hours to read and respond to knowing that a lot of people would just give in and forget about it. These companies should be shut down and fined as they prey on consumers good will
No stars. They rip you off. They got me for $250. Then another$200 a year after I closed my account. They don't tell you that you have to have credit on your account to stop the "free trial" and you can't call them, and they "can't find" your account to close the account when you email them. That is how they got my first $250. Then a whole 13 months after I was able to close the account. they ran a couple one cent charges that I didn't notice, and then slammed me with two charges of $98 each
Need refund for services never used
I ordered the 1 cent sim card and was downgrading it 2 days after I ordered it, before even getting the card. They only give you 14 days before you get charged for the full plan, from the time they ship it, not from the time you get it. The downgrade windows have popups saying 'try data rollover' etc and I clicked it inadvertently. I was charged $3.99 and cancelled it because I didn't know there was a charge. I asked for a refund from one of their email CSRs(***) but he refuses to give me a refund even though I have not used the card yet. It's been a week and there is no other way to contact them; support online needs a payment before they talk to you.
I simply want my $3.99 charge to be refunded to my credit card. It was very deceiving how the fee was set up.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity in providing some clarity on why the refund was denied. Per our TOS, all payments made to FreedomPop are final and non-refundable. The following is taken directly from our FreedomPop Payment Terms section within our TOS:
https://www.***
"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."
However, as the customer canceled their account associated with ***@gmail.com on 2/21/19, we've issued a refund in the amount of $3.99. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account remains canceled and the refund has been honored.
NEVER GIVE FREEDOMPOP YOUR BANKING OR CREDIT CARD INFO!!!!I had FreedomPop for over a year with no trouble on a second line I used and really enjoyed their service. When I upgraded to their premium service plan as my primary phone was not working well and the FreedomPop one was, all the trouble began. I knew within the first day that I'd be unhappy with the upgrade. This was over the weekend, so I tried to downgrade a day or two later. I didn't mind losing out on that month as I felt it was a lesson learned, but they wouldn't downgrade or cancel my service. Evidently the service didn't downgrade. Additionally, I was not getting the data promised and was being charged a top up long before using the data cap. I contacted them and asked that they credit me back the money and either downgrade me to the free plan or cancel my service. They did credit me a partial credit, but continued to charge me at the premium rate. I again asked to be cancelled and even cancelled my banking card that was tied to their service. I thought it was all over as this was summer of 2018. We'll come October of 2018, I saw a charge of nearly $100 on my other banking card. Evidently thet had found it after several months from when I purchased a .99 cent sim card and decided to change me a few months of backdated service. Yes, thar very same service that I'd tried to cancel. I was never under contract and any charges after June of 2018 were not and are not authorized by me. I've issued a dispute of the charges with my credit card provider. Moral of the story, NEVER TRUST FREEDOMPOP with your CREDIT CARD!!!! If you must use the service, but their sim and prepaid cards with cash at Target or other provider. Once they have your banking or credit card information, they will run you through the cleaners!
Product_Or_Service: Prepaid cellular service on BYOD
Other (requires explanation) I would like the unauthorized charges to my credit card to go away and as I told them in summer of 2018, I don't want the services.
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 2/27/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
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 4/1/18. 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)."
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.
Our records do not indicate a request nor an attempt to downgrade or cancel the account associated with ***. Therefore, the account remained active and subscribed to the plans which incurred a renewal charge of $98.88. However, the account has now been canceled due to a dispute with the customer's financial institution which is in violation of our agreement. Per our TOS, if a dispute is filed for a charge we deem valid, we reserve the right to suspend access to the affected services. 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."
Please note: as the account was subscribed to a semi-annual plan, downgrading the plan after a renewal date would not have any effect until after the billing cycle of 6-months. Therefore, the refund would be denied as the account would reap the benefits of a semi-annual plan.
Our customers can manage their subscriptions by following the instructions on the links below:
***
There is no further action needed on this complaint as the customer has filed a dispute and must now seek a resolution with their financial institution.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have made several attempts to cancel there service. Additionally, I was never on a yearly pln, but rather a monthly plan. Does not surprise me that they are either confused about what people have or flat out midlmislead. I did in fact dispute the charges as I'd made multiple efforts to resolve this with FreedomPop without making progress. I will tell the world far and wide to avoid straight talk and their disreputable business practices.
Refund my money and quit scammimg! I was happy with the service a long time until I upgraded. I was unhappy with the services and tried to downgrade. Was continually charged and told them to cancel my service. Then I thought I was free of freedomFre until I got a monster mystrem bill. That is wrong budibusi practice and I'll be following up with the FTC and State's Attorney Generals office.
We've provided a copy of the customer's order details associated with Order #XXXXXXXX which indicate the plans are for a semi-annual account.
Should the customer be referring to an alternate account, they may provide the account information here so we may investigate.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have emails verifying my account of things. I cancelled services in June of 2018. I never had the bi-annual plan, but rather a monthly plan. The company has had serious mix-ups and quit replying which is what forced me to go to my bank. I'll be consulting my attorney as well as the attorney general and the federal trade commission.
This company advertises unlimited talk and text with x-amount of data, depending on the purchased plan. However, nowhere does it say unlimited talk and text isn't truly unlimited. Once your purchased data has been used, talk and text no longer works. I read through TOS and it does not state this. I bought two plans for my kids. They are out at sports practices and other after-school activities and I wanted them to have a basic talk/text abilities. I thought FreedomPop would be a good option. However, they are deceitful and falsely advertise what you are getting. I didn't pay a ton for the two plans, but it is still wasted money due to lies from the company. I bought two $50 sim card/plans from them (via Target). They (FreedomPop) need to be stopped! Fortunately, I am not on a super-fixed income, but imagine someone that is and cannot live without the wasted $100 I wasted. Absolutely ridiculous!
Product_Or_Service: Sim cards and plans
Other (requires explanation) I want my money refunded, at the very least. I would also like to see things changed so others aren't scammed. They must call out that unlimited text and talk isn't unlimited after all. They must list you have to have data available to be able to text and call.
We're sorry to learn of the customer's unsatisfactory experience with us. As our service is VOIP operated, accounts become temporarily inactive once the data allowance has been reached and top-ups are disabled. The following is taken directly from our TOS:
"While your Broadband Service is suspended, you will have no access to the Broadband Service or any Value Added Services or Other Services you have purchased"
***
The customer may add a valid form of payment at any time in order to enable top-ups which will then allow their accounts to continue beyond their threshold. The customer may find more information in the the links we've provided below. These links will elaborate on how top-ups function, along with how to update their billing info should they be interested in enabling the service.
Update Billing- ***
Additionally, as the SIM(s) were purchased from a 3rd party and not FreedomPop, we cannot directly refund any charges to the customer. Beyond cancelling the customer's accounts, there is no action we can take regarding a refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
They should be more clear and not say it is Unlimited. Unlimited minutes and text should truly be unlimited whether or not internet is available. The TOS is not explicit in stating you aren't able to make phone calls and text. It really is quite poor of them operate in this manner. Maybe they should do some work and allow texting and calls outside of data consumption. Should be easy enough to do. Block all data traffic outside of their service...make it unlimited texting and calling as they state.
We're sorry the customer is not satisfied with our stance on the complaint. We will be sure to relay their feedback with our team.
There will be no further action taken on this complaint.
I was overcharged for services, billed before billing date, unable to cancel then charged, and deposit kept.
Other (requires explanation) Refund for overcharges, deposits, and charges due to inability to cancel.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot on 10/29/18, which includes a free trial of our Premium GSM 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
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. Due to the account not being downgraded nor canceled prior to the trial coming to an end, the account incurred a renewal charge which was considered valid on our end.
However, as the customer then reached support to request a downgrade of their account, they were refunded the renewal of $28.98. As the customer incurred a $15 charge which was added in account credit upon downgrading, we've now issued this refund due to the customer canceling their account on 2/6/19. We ask the customer to allow 3-5 business days for the refund to process.
Customers cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
We can confirm the account associated with the Netgear Unite Mobile Hotspot remains canceled and no further charges have been incurred.
There is no further action needed on this complaint as we've honored a refund in the amount of $15 and the account remains canceled.
I have a FREE account with Freedom Pop. It includes 200 MB free data. Freedom pop has a service that runs on my phone and automatically uses 2MB of data per day without my knowledge or approval. Thus causing me to go over my "free" data limit without me ever actually using any data myself. The account is aromatically "topped off" with $20 should you exceed your data. You are not allowed to turn this feature off. Even with a Free account. In order to turn off the automatic top off feature you must pay $6.99 a month to not use the automatic top off. (Sounds like a scam to me) When I confronted them and asked to close my account and have the remaining $20.00 refunded. They refused. They stated they will not refund my money even though I myself did not use any data and even if I close my account they will keep my $20.00
Product_Or_Service: Free cellular service
Other (requires explanation) I want my $20 back and my account closed. Freedom pop is a scam.
We're sorry to learn of the customer's unsatisfactory experience with us. However, our Messaging App isn't intended to consume any data. There are times when some devices have other applications installed which could be consuming data.
Regarding the $20 which was in account credit, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - 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.
Our records indicate the customer was refunded the $20 in account credit on 2/7/19 as the account was canceled the same day. No further charges have been incurred after it's cancellation.
We can now confirm the account associated with *** has been canceled and the refund honored. Therefore, there is no further action needed on this complaint.
Service was suspended with no change in my auto payment from Chase. I had to revert to the free service to get my cell working. I paid the $20 downgrade fee then was charged for the regular monthly fee even though I downgraded. Then cancel my service after I disputed the charge. I received an email saying they were crediting my credit card for exactly what I disputed.
Other (requires explanation) Restore cell service for witch I have already paid for
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer downgraded the subscription from Premium 500MB LTE Unlimited to Basic 200 on 2/11/19 which is the same day as their renewal date. Therefore, the customer incurred a renewal charge on 2/11/19 as the Basic 200 plan would not reflect until the next renewal cycle on 3/11/19.
Regarding the $20 incurred upon downgrading the 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.
We can confirm this charge was refunded on 2/15/19 along with the $24.47. We have also issued a refund for the remaining $1 associated with their renewal. We ask the customer to allow 3-5 business days for the refund to process.
Due to the customer's attempt to dispute the renewal charge with their financial institution, their account was canceled and the renewal charge refunded. Unfortunately, due to the dispute, the customer's account has been canceled and is not eligible for reactivation due to the violation of our agreement. 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."