FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Hi,This has reference to order no XXXXXXXX for which they charged $0.99 to my account on April 8, 2017 against which they never send me a sim card or any service pack.I am not aware of any number being allocated to me.At that time my address was below*** XXXXXAs I stated earlier, I never received any sim or any services and I did not use any of the services, no welcome letter any kind of letter from the company stating initiation of service.To my astonishment in January 2019 I was checking my paypal account ***@gmail.com and found some charges from STA media DBA Freedom pop. I was shocked and then I checked previous month charges and to my surprise I am being charged for last three months totalling to aprox 100 bucks. I never used any service and still I am being charged.I reported this to their helpline thru email and I received reply from *** stating u have agreed and using the services.
Product_Or_Service: Free Trial Premium 2GB LTE Unlimited
Order_*umber: XXXXXXXX
Account_*umber: have not got any fro
Other (requires explanation) Refund of unauthorized charges being charged to my paypal account associated with email [email protected]
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 4/18/17, 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.
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 5/24/17. Due to the payment not being successfully captured, the account was suspended until the payment was successfully captured on 11/17/18.
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)."
As the customer's account associated with *** has not been downgraded nor canceled, the renewal charges are considered valid and non-refundable.
The customer can manage their subscriptions by following the instructions on the links below:
Cancel Account - https:***
Downgrade Plan - https:***
Add/Remove Services - https:***
Unfortunately, the requested refunds will not be honored as the account remains active and subscribed to Premium 2GB LTE Unlimited and FreedomPop Premium Plus. We apologize for any inconvenience this will cause on their end.
(The consumer indicated he/she DID NOT accept the response from the business.)
Freedom Pop is basically company who want to make money by incorrectly charging to customers. No legitimate overcharging. It was informed to company that no sim or kit was received by me, then how come company can charge. If company is customer service oriented company should have reversed the charges.
Unfortunately, there are no records of the customer reaching support until 1/18/19 at which point they requested a refund for all charges. The customer was then provided with information as to whey the charges were incurred and account details.
We have now canceled the account on the customer's behalf and issued a courtesy refund in the amount of $35.24. We ask the customer to allow 3-5 business days for the refund to process. Unfortunately, there will be no more refunds processed as they are considered valid on our end.
There will be no further action taken on this complaint as we can confirm the account has now been canceled and a courtesy refund has been honored.
Have not used FreedomPop in over a year and never signed up for any recurring plan. Forgot I even had it. Then I was charged over $100 for a service I don't use and did not authorize any payments. I discovered that someone must have gotten into my PayPal or my FreedomPop account so I changed my PayPal and cancelled the FreedomPop to keep any other in authorized charges from occurring. Disputed with FreedomPop and they refuse to give me a refund because I cancelled service. I only cancelled service to prevent any other charges. So basically they should be charged for the or fraud as I did not authorize anything and they refuse to give me my money back.
Other (requires explanation) I would like my refund of $118 that was stolen from me.
The customer has two device-accounts associated with ***@gmail.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the customer ordered a Netgear Mingle Mobile Hotspot (Order #XXXXXXXX) on 1/30/17, which includes a free trial of our Premium 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.
Our records also indicate the customer ordered a second Netgear Mingle Mobile Hotspot (Order #XXXXXXXX) on 1/30/17, which includes a free trial of our Premium 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. As previously stated, 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 neither account was downgraded nor canceled prior to the initial trial coming to an end, the plans and VAS became paid subscriptions.
Although the customer states they never used their devices, 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.
Upon account review, we have confirmed two outstanding payments in the amounts of $29.98. We were unable to successfully capture the original payments on 3/2/17. 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://***
"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, the customer is not eligible for a refund as the charges are considered valid on our end. We can confirm the accounts associated with ***@gmail.com were canceled on 12/21/18 and should no longer incur any future charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
You are stealing from people. I asked for a refund after cancellation and never used what you are charging me for as I did not ask for any service. Please refund my money.
We're sorry to know the customer is not satisfied with our position on the matter. However, as services were rendered due to the account not being downgraded nor canceled, they are considered valid on our end and non-refundable.
As a courtesy, we've refunded the latest charge in the amount of $30.65 associated with each account for a total of $61.30. We ask the customer to please allow 3-5 business days for the refunds to process and reflect on their end.
As the accounts have now been canceled, the customer has no longer incurred any charges. There is no further action which will be taken on this complaint as we've honored a courtesy refund which was considered valid on our end.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for doing the right thing and refunding.
This business needs their license removed ..... it is a scam, their product is substandard, customer service is nowhere to be found
Their phones are junk(unusable outside their network... They won't unlock) Can't call/email them for support. They should be rated ( H ) for Horrible They want you to pay for any real support. I have tried their phones, hotspot and sim (oh and $5.00 support VIP service) I can say that I have tried their service inside out and all of their products, NONE are any good JUNK SUCKS you stole my money but KARMA will find you, you can't hide for ong .... Stay away from this company!!!
REFUND .... A WARNING to the public
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Franklin Wireless R850 (Order ***) on 6/3/17, which includes a free trial of our Unlimited 2GB 4G LTE 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.
The customer downgraded their Unlimited 2GB 4G LTE plan for which they were not charged on this device thereafter. The customer left FreedomPop Premier service active which resulted in continued renewals of the service until it was deactivated on 11/30/17 and so they were no longer charged for this VAS. The customer was also issued a courtesy refund in the amount of $13.98.
There are no further charges to refund.
Upon further investigation, we've noticed the account has entered a state of dormancy due to inactivity. The customer may resume the account by simply logging into their account online. The following is taken directly from our TOS:
https://www.***
"Your account may enter into dormant status if there has been no device usage within the last 60 days. Your FreedomPop service will not be fully operational until you resume back to active status. You can exit dormant status though the FreedomPop Messaging App, by logging into your online account, or contacting Support."
Regarding support, live agent support over the phone does require a paid subscription of Premium VIP support, but we do offer 100% free support via social media at *** and ***.com.
Should the customer have a question regarding another account, they may provide it here so we may investigate accordingly.
Over the course of 10 months, Freedompop has been charging my account for service on an inactive sim card. Approximately $188.48 has been charged over the course of that time period.
Product_Or_Service: Phone Plan/Service
Other (requires explanation) I would like a refund of $188.48 for the 10 months my sim card was without an active number on it.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges associated with each account under ***.
As the customer has two device-accounts associated with ***. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account associated with LTE SIM (*** is currently subscribed to Premium 500MB LTE Unlimited which was never downgraded and so in turn has caused the account to incur 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.
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 charges are considered valid as the customer did not downgrade their account. However, as a courtesy, we've refunded the latest renewal charge in the amount of $23.66. We ask the customer to please allow 3-5 business days for the refund to process.
Please note: the customer will continue to incur renewal charges should they not downgrade or cancel their account.
I was charged for services that I have not received and this company refuses to remedy it.
I purchased a sim card in 2016 that was never activated because I wasn't sure how to go about it or if I really wanted to have a cell phone with service from this company. After more than 2 years I am suddenly billed 27.98 for 3 months. The bills were charged on my parent's charge card so I didn't know about it until the end of January. I contacted the company and was told that there was nothing they could do and that my "introductory offer" had expired. An almost 3 year introductory offer of no payments is not realistic. I have screen shots of every page of my account site that shows no usage ever and the bills that were charged out of the blue.
I just want them to return the money to my parent's credit card. That is all.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Global SIM Kit (Order #XXXXXXXX) on 10/10/16, which includes a free trial of our Global 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.
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 11/13/16. 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)."
Regarding the customer's account not being activated, in the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
As the account was never downgraded nor canceled prior to the renewal date, the charges are considered valid and non-refundable. However, as a one-time courtesy, we've refunded the latest charge in the amount of $27.98. We ask the customer to allow 3-5 business days for the refund to process. Unfortunately, there will be no further refunds honored as they are considered valid on our end.
We can confirm the account has now been canceled and should no longer incur any charges.
There is no further action needed on this complaint as the account has been canceled and a courtesy refund being honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
We were only refunded 27.98. We were still charged 55.96 for services that were never activated or used. I would appreciate a full refund.
We're sorry to hear the customer is not satisfied with our stance on the complaint. However,as previously mentioned, subscriptions begin once a device has shipped. Therefore, the device/subscription/account arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival. This information is disclosed in the customer's confirmation email.
Unfortunately, our stance does not change and no further refunds will be honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
I find the response given very unsatisfactory. I believe this is fraud. I want an explanation on how to downgrade a service that was never actactivated. That is absolute nonsense. This is not the first time they have done this and I am sure it won't be the last.
It's impossible to call anyone to cancel an order! I purchased the phone on 1/24/19. I decided to cancel 1/29/19 and tried finding a phone# to do so. Once I searched on the internet and found the phone# the recording said I had to sign up as VIP for about $5/mo in order to speak with a live person?! I refused, and decided to email them. Even THAT took several days and tries before someone finally answered and canceled. I then replied when I'd receive my refund? He asked for the IMEI number. I told him I hadn't even received the phone yet, and according to the tracking info on my account the phone hadn't even been shipped from the FreedomPop facility. He said I'd have to wait for it to ship and return the phone with the box unopened. That seemed bass-ackwards to me, but I waited. Now I have an unmarked box that I'm afraid to open unless I know it's from them. I've again tried contacting them via email and, just now, direct Twitter message to try to get confirmation that I have the correct box/USPS tracking# because I'm afraid as soon as I open this box they'll try to claim I used it!
I did not authorize payment and they are refusing to refund my money
I got charged 99.88 on 1/25 and 2/6 and 32.98 on 2/3 the service did not work at my location and I never received an email notifing me of payment being taken
I wouldl like the total amount refunded
We're sorry to learn of the customer's unsatisfactory experience with us regarding their unused accounts associated with ***. We understand the customer incurred renewal charges as they failed to downgrade or cancel each account. Although the customer states the devices were never used, 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.
Therefore, the charges are considered valid. However, the customer has received the desired refunds which were reversed on 2/8/19. We can also confirm the accounts associated with *** have been canceled and should no longer incur any charges.
There is no further action needed on this complaint as the customer's accounts have been canceled and the charges refunded.
FreedomPop has failed to release my phone number for porting to Google Fi within 24-48 hrs. This is still ongoing and I started the process on Dec 10.
I went to my "port out settings" page to find the information I needed to transfer my number to a new carrier on 12/10/18. I found that some of the fields were blank and then attempted to contact customer support. I discovered that was a "premium" service and so I resolved to use their free forum (I did not want to pay them for failing to do their job in the first place).
After some difficulty, I finally figured out how to post a question on their forum (as a software developer, I feel obligated to point out that they used a "Dark Pattern" to hide the "Ask a Question" button, which could be poor design or an attempt at hiding the option to encourage their customers to purchase their "premium" customer support).
My issue was eventually moved to a private thread and I received the following porting information (personal info removed for privacy):
"First, you need to attempt the port-out with the following info:
Account Number:
Pin:
Subscriber Name: FIRST LAST
Phone Number:
Zip Code:
If you get an error message indicating that the port-out did not go through you'll need to change the billing address to the following:
XXXXX W *** Suite *** XXXXX
Lastly, if it still doesn't work, change the business name and business address TO:
First Name: FreedomPOP_IQNT
Last Name: FreedomPOP_IQNT
Address: XXXXX W *** XXXXX"
By their own admission, any one of three variants of this information could be valid. And every attempt rejected due to improper information results in multiple days worth of delays. Also, the least FreedomPop should be able to do would be to provide the information they have on file that they use to determine whether a port request is valid.
I provided the information above to Google Fi and they made several port requests over the next few weeks to no avail. I checked my FreedomPop port settings page on January 4, 2019 and found that the status of my request was "REJECTED" due to an attempt on December 18, 2018 that had somehow "blocked" any future requests from going through. I contacted support via their forum and one week later, I found a message saying that a valid request for port out was made on January 11, 2019. But on January 18, 2019, my number was still not transferred and the status was marked as "PROCESSING".
Naturally I was bewildered why a 24-48hr process that had confirmation of a valid request had been unable to be completed within one week. FreedomPop told me that Google Fi should adjust their FOC Date to a Monday since FreedomPop did not operate on weekends (I don't know if this is a standard industry practice or not, so I cannot comment on it). Google Fi adjusted the date, but my number was still not transferred on January 28, 2019.
Throughout this whole process, Google Fi has attempted to call me multiple times in order to resolve this mess, but they have consistently been unable to reach me at my FreedomPop number (which is unsurprising as the impetus for all of this was when I discovered I was not receiving calls/texts or any record of missed calls and was also unable to make a crucial call with full bars & LTE coverage).
Throughout this whole endeavor, I've had to pay for phone service through two carriers and strongly believe that FreedomPop has been dragging their feet throughout the entire process and I'm sick of it.
I want my phone number to be transferred to Google Fi by the end of February. I want FreedomPop to refund everything I've paid them since 12/10/18 so that they are not rewarded for dragging this out. I want my online FreedomPop Account (and all the data associated with it) deleted *aftermy number has been transferred to Google Fi. I would like for FreedomPop to ensure that *allaccounts have *properporting information on their "port out settings page" (https://my.freedompop.com/settings/port-out-info). They should provide the exact information they use to validate port requests to their customers. There should be no "Lastly, if it still doesn't work..." line anywhere on that page. FreedomPop should not "block" future port requests from going through if they received a previous one with bad info (especially due to faulty information they provided). FreedomPop's free support forums need an "Ask a Question" button displayed prominently on the forum's main page (https://forums.freedompop.com/us/categories/freedompop) whether or not the user is signed in (not buried in the middle/bottom of sub pages).
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer's request for a port out on 12/18/18 was invalid due to using PIN 1998 as opposed to the proper 1279 which should've been used. However, phone number XXXXXXXXXXX appears to have a valid request for a port-out since 1/11/19. We recommend the customer reach out to their gaining carrier and inquire about their port-in as contrary to the customer's belief, we are not blocking an attempt to port their number.
The customer's port out info should be as follows:
Account Number: XXXXXXXXXXX
Pin: 1279
Subscriber Name: ***
Phone Number: XXXXXXXXXXX
Zip Code: XXXXX
As a courtesy, we've refunded the last three renewal charges which are in the amounts of $7.80, $4.64, and $3.32. We ask the customer to allow 3-5 business days for the refunds to process.
The customer may reply here should they have any further inquiries or concerns.
I cancelled service on my phone and internet months ago. Freedompop is still randomly debiting $80 a month out of my account. I have not been able to reach a live person to settle this matter. They have received hundreds of dollars for a service I no ***.
Other (requires explanation) I would like a refund for the past 8 months as well as them stop charging my account.
We're sorry to hear of the customer's unsatisfactory experience with us. The customer has two device-accounts associated with ***@att.net. Each device-account has a separate subscription to allow for separate billing dates, plans, etc.
Our records indicate the customer ordered an LG Tribute LS660 White (Order #***) on 1/6/18, 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.
Our records also indicate the customer ordered a Netgear Fuse (Order #***) on 1/6/18, which includes a free trial of our Premium 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. As previously stated, 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 further investigation, there are no records indicating an attempt to downgrade nor cancel the account. Unfortunately, as the customer failed to downgrade or cancel prior to their trial coming the an end, the charges are considered valid and non-refundable.
However, as the customer did reach support on 1/31/19 requesting a cancellation and charges refunded, the accounts were then canceled along with being issued two courtesy refunds for the latest renewal associated with each account. Each refund was in the amount of $39.98 for a total $79.96.
We can confirm the customer's accounts are canceled and should no longer incur any future charges. Unfortunately, there will be no further refunds granted for either account. We apologize for the inconvenience this causes on the customer's end.
There is no further action needed on this complaint.
Charged 20.00 and can't get money back
I was on line tryed to order their free phone service. Some how I was u graded to a 98 service when I tried canceling I got downgraded to a service 20.00 and was charged for that and I tried contacting the for a refund but the refuse to refund
any money
refund my money and stop scamming people.
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 canceled their account on 2/1/19 and were issued a refund in the mount of $20.00 on 2/5/19.
We can confirm the account is canceled and should no longer incur any charges.
There is no further action needed on this complaint.
substandard customer service, arbitrary and unauthorized charges and billing, retaliation for complaint or dispute with credit card.
I have specific complaint that this company without prior authorization charge my account this year they have at 3 occasion charged my account $20 and several times 5.99. if you call them they charge 5.99 and if you data expires they charge $20. I have raised the issue with them and they are not responsive. I have told them they need to get email authorization for charging customers or just suspend their data temporarily. I have three hot spot devices from them that I have paid for but if I dispute with my card they cancel service and charge me to reactivate it. please ask them to refund me and establish policy to get written authorization before each charge. also have free email and phone customer service or just close business. Us is not place for this type of opportunistic services.
Refund of at least $100 and continued service with no charge without prior email authorization. have continuous customer service.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges associated with ***.
Regarding the $20 incurred upon reaching their data allowance, 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."
Per our TOS, should a customer dispute a charge with their financial institution, we reserve the right to suspend their account. The following is taken directly from our TOS which a customer must agree to in order to proceed with a subscription:
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."
Should a customer no longer wish to continue with services for any reason, we offer the ability to cancel at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Upon further investigation, we noticed the customer subscribed to FreedomPop Premium VIP Service on 9/18/18 in order to speak to a representative. Live agent support over the phone does require a paid subscription of Premium VIP support which is why there was a recurring charge in the amount $5.99 associated with their account. This service was canceled on 11/14/18 for which the customer has no longer incurred any charges.
Per our TOS, we've deemed all charges valid and no refunds will be issued. We apologize for any inconvenience this *** cause on the customer's end.
The business explanation is the same as my explanation . I asked that these arbitrary and unfair charging method shall be unauthorized. Auto topping shall be at discretion of the customer not the business.business shall not suspend account due to complaint, it is retaliation and a threatening method to prevent complaint.
Actually they have suspended my paid subscription without any credit given after my complaint. they deactivated 3 my hot spot after my complaint. I like Revdex.com come up with a resolution on that.
We're sorry to learn the customer is not satisfied with our stance on the complaint. Unfortunately, all our terms are disclosed prior to sign up and are agreed to when placing an order. Should a user no longer agree with our TOS, we offer the ability to cancel at any time.
As previously reiterated 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."
Due to the charges being valid and non-refundable, the customer's account was canceled as they filed a dispute with their financial institution.
There will be no further action taken on this complaint as the customer has violated our agreement.
This complaint is primarily because they have not released my phone from their network. It qualifies, they agreed, but I have been waiting almost 10x the amount of time they said it would take. Plus I requested it twice.
They're also incredibly scammy- they told me that I would have to pay money if I wanted to go to a free account. And this is after I prepaid for a year, then they billed me for going over, but I was on the unlimited plan & had top-ups disabled.
So I have no phone.
Finish the job Release the phone. Please. Shut this place down!!!
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 was subscribed to our Annual GB plan which would give them an allowance of 1GB per month. The customer exceeded this data allotment by 51 MB during their billing cycle of Feb 28, 2018 to Mar 28, 2018. Therefore, they incurred a top-up fee which was added as account credit.
The customer did disable top-ups, but this was done on 2/27/18. However, the top up charge was incurred on 2/24/18 which is the date they exceeded their data allowance.
Regarding the release of their device, our records indicate the device associated with MEID *** was released on 2/7/19 and should now be able to activate their device with an MVNO carrier. We ask the customer to keep in mind their device is not eligible for a GSM carrier.
We can confirm the account associated with ***@yahoo.com remains canceled and should no longer incur any charges.
There is no further action needed on this complaint as the customer's device has been released and the account canceled.
Account (4 lines) canceled without warning, no option to port out phone numbers.
On December 17, 2018, I bought a phone from Freedompop with 3-day priority shipping (order #XXXXXXXXX). Five days later on 12/21, the phone had not even shipped yet, and I was leaving the address I had it shipped to. Freedompop's support website stated that an order could be canceled prior to shipment.
I filed ticket #XXXXXX-XXXXXX, but was told the order could not be canceled and I could just refuse the package. I filed another ticket #XXXXXX-XXXXXX, explaining I would not be there to refuse it. My problem was ignored and I was told that my problem "had been successfully handled". I filed a third ticket #XXXXXX-XXXXXX, asking again and threatening to call my credit card company. After that didn't work, I filed a chargeback with my credit card company. A few hours later, Freedompop refunded me the money.
On 1/9/2019, my account with Freedompop, including 4 unrelated lines of service (2 LTE, 2 Global Sim) was canceled without any prior warning, I simply received emails saying they were canceled.
I tried to investigate, but learned that their support number and their ticketing system would not allow me to get support, because I did not have an active account. I finally had to call their sales number, and after going in circles with the rep who would transfer me to the support number I could not use, I finally got escalated, and found out several days later they had canceled my account due to a chargeback.
At the time, their terms of service said they could cancel an account for a chargeback if the customer did not first contact customer service. This seems to have been changed a few days later to say that all accounts with a chargeback would be canceled. Looking at the website on archive.org shows that their terms have been changed frequently over the last year.
After many many calls to the sales number, and explaining the background of my situation, I was finally told on 1/17 that my accounts would be restored. Yet, this did not happen. When I called on 1/21, I was told that my accounts would NOT be restored, that I had been blacklisted, and that their system did not provide any way to restore a canceled account. I was told that I was warned via email on 12/21 that filing a chargeback would result in canceling my account. This is demonstrably false. I was told that I could not keep my phone numbers. I was told that I would not be refunded for charges related to my other lines.
According to the FCC, phone providers are not allowed to cancel service without warning, or prevent you from keeping your number. They must provide at least 31 days of warning. I received zero, and no explanation of why my service was canceled, and was not able to keep my numbers
https://www.***
I would just like to have my other lines restored, or at least the ability to port out my phone numbers to another service. Unfortunately, Freedompop has offered me zero options to make this happen.
I would like my four unrelated lines back, including the phone numbers I had prior to the problems. Or at least the option to port my phone numbers to another phone company.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records do indicate the customer reached out requesting a cancellation of their order. However, as the request was not honored in a timely manner, the customer disputed the charge.
As the customer properly reached out and requested a cancellation of the order, they were provided with instructions on how to successfully activate their devices on a new account.
We apologize for the inconvenience this has surely caused on the customer's end and appreciate their patience and understanding throughout this process.
What a joke! Actually fraudulent and defective! Shop elsewhere! What a rip-of
!
Freedom has placed several unauthorized and bogus charges on my credit card and has not provided the amounts of data nor the time periods to use them.
Purchased a SIM card on AT&T network which came with one month free 1GB and premier roll over service. Wanted to downgrade from 1GB but they said no stick with 1GB and we will double it for free for 3 months. Then attempted to drop premier rollover and they said no please we will give you free basic rollover. Instead they charged me 3.99 argued that and they straighten that out only to take away all my data and charge me a week early all while only delivering 1GB for the next month. Contacted them 3 weeks ago and they have done nothing. Have screen shots and transaction numbers. Am now dumping them.
They should restore the approximately 4GB total they have managed to deny me access to and stop their deceptive and fraudulent billing practices against all their customers.
We're sorry to learn of the customer's unsatisfactory experience with us. However, upon investigating their account, we've noticed the account was canceled due to the customer making an attempt to dispute a charge with their financial institution. Unfortunately, this is a violation of our agreement and so the customer's account has been canceled and is not eligible for reactivation.
The following is taken directly from our TOS:
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
https://www.***
However, as the customer states they attempted to downgrade and were offered an additional month's services to no avail, we have issued another refund in the amount of $12.99 and another in the amount of $3.99. We ask the customer to please allow 3-5 business days for the refunds to process.
Unfortunately, there is no further action which will be take as the customer has violated our agreement.
Freedom Pop has falsely advertised for free cell services. Even though I cancelled the sim immediately, I was charged monthly for nonexistent service
On August 10, 2018 I purchased one sim card from FreedomPop.com. Upon checkout, it asked me to try their "premium" service for free for a month and I added it in the cart. On Aug. 14, 2018 both sim cards arrived. Upon activation I realize that the "premium" service sim card will be a hassle and cancelled online on Sept. 9, 2018. Promptly I received cancellation confirmation email and thought I'm done with it. Only over the past weekend when I looked into my credit card statements did I realize that FreedomPop has charged me for this non-existent premium service monthly, and for a different amount each month! I wrote customer support to explain the situation, that no such service was ever rendered, and the sim card was cancelled immediately, but was refused for a refund. FreedomPop removed the "premium" sim card from my account after my cancellation, but never said a word until today that I NEED to cancel the service separately. How can one have this service when the associated phone number is gone? This is obviously false advertisement and entrapment of FreedomPop. It's unfortunate the company makes money in this kind of unethical way.
I would ask FreedomPop to refund me the stealthy and unethical charge of $57.57 since Sept 14, 2018.
The customer has two device-accounts associated with ***@gmail.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account XXXXXXXXXXX was canceled on 9/9/18 and did not incur any charges thereafter. However, the customer still had account XXXXXXXXXXX active which continued to incur renewal fees accordingly.
The customer was honored courtesy refunds on 1/27/19. The customer's account has now been downgraded and should no longer incur any charges. However, the account still remains active. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
There is no further action required as the customer's requests for refunds have been honored along with being provided with instructions on how to cancel their account.
(The consumer indicated he/she ACCEPTED the response from the business.)
Being billed for inactive services. Will not take phone calls from inactive services also.
***@gmail.com PayPal account being like crazy last four months by freedom Pop.
Refund all bills and cancel all accounts. Remove all personal information about me and my accounts.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a ZTE Force (Order #***) on 2/10/15, which includes a free trial of our Unlimited 1GB 4G LTE and Unlimited Talk and Text. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The order also included Phone Protection Plus ($4.99) which was never deactivated. Hence, the customer continued to incur a $4.99 charge on every billing cycle. 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.
However, as the customer has canceled their account on 2/6/19, there will no longer be any charges incurred under the account associated with ***@gmail.com.
Per customer request, we have also canceled a sub-account associated with ***@gmail.com. This account was attached to a Freedom Spot - Photon Platinum.
As the customer's accounts have been canceled and the charges considered valid, there is no further action needed on this complaint.
Their Global sim service is discontinued. But the system will still keep charging a monthly fee for my Global sim account that are not closed.
Reference Number
XXXXXX-XXXXXX
Status
Solved
Created
01/12/2019 05:48 PM
Updated
01/17/2019 05:52 AM
Staff Account (*** via channel 'Email' 01/17/2019 05:52 AM
Hello ***,
Thank you for your reply.
Be advised that we sent emails regarding the Global Sim Card being removed from our network, and we advised to cancel or upgrade to the LTE sim card. It was done or requested to be cancelled. The system kept providing the service to the sim card. My supervisor reviewed the case, and we would not be able to refund it.
Best Regards,
***
Your personal Online Service Agent
Customer (***) via channel 'Service Web' 01/16/2019 05:18 PM
Hi ***
Here is my understanding, correct me if I were wrong: the Global sim service is discontinued. But the system will just keep charging a monthly fee for the accounts that are not closed.
Suppose I do not cancel my account, do FP think it makes sense to charge me monthly for the services that are discontinued?
"we are not able to refund any of the charges" Can you or your supervisor explain why FP cannot refund mischarges?
Staff Account (*** via channel 'Email' 01/16/2019 05:30 AM
Hello ***,
Thank you for your reply.
The account should have been cancelled to avoid charges. Sadly, we are not able to refund any of the charges. The services were assigned for the past cycles.
Best Regards,
***
Your personal Online Service Agent
Customer (***) via channel 'Service Web' 01/15/2019 11:23 AM
Whether I wanna upgrade to LTE sim is another thing. Please do not divert the topic about billing.
Right now, I would like to know what FB is gonna do with CHARGED FEES FOR A DISCONTINUED SERVICE OR A DEACTIVATED SIM, since you mentioned:
'We are afraid that all Global sim accounts that were still on a free plan were deactivated.'
Staff Account (*** via channel 'Email' 01/15/2019 05:31 AM
Hello ***,
Thank you for your reply.
Please be advised that the services will still be charged as the service and plan are being provided and assigned.
After reviewing your account, I see that you currently have a Global SIM Kit. Keep in mind that these SIM cards were recently discontinued. We are afraid that all Global sim accounts that were still on a free plan were deactivated.A transition and upgrade to LTE sims were informed to customers via email early this year in which customers were given the option to upgrade to an LTE to remain on a free plan.
Due to the system no longer supporting the sim cards, a recent audit made by the system deactivated all of those accounts.
Not to worry, we still offer free plans but you have to upgrade to an LTE sim card from your account, there should be a banner at the top.
Therefore, in order to keep using the service, we kindly ask you to upgrade to an LTE SIM Kit.
You can request a new LTE SIM Kit on the following link:
https://***
Best Regards,
***
Your personal Online Service Agent
Customer (***) via channel 'Service Web' 01/14/2019 12:03 PM
I still have the question that I wish to clear out:
I logined into my account today. And found this "Our Global SIM is being discontinued due to performance issues. Please click here to switch to our improved LTE network."
WHY FB IS STILL CHARGING FEES FOR A DISCONTINUED SERVICE?
I do not think the docs you sent me can explain that. I think my friends are using the new services now, so their basic plans are free. While I am still being charged for the discontinued services.
refund for the charges which should not occur at the very beginning.
e're sorry to learn of the customer's unsatisfactory experience and confusion the customer has with us regarding the Global SIM Kit. Users were informed via email about the changes to come associated with our Global SIM plans. The Global 200 Basic Plan would no longer be provided without a charge. The Global 200 Basic Plan would now come at a monthly cost of $4.99.
So as the service is not discontinued altogether, the Free plan for the Global 200 Basic Plan is no longer an option.
Upon receiving the email, customers were informed that failure to take action would result in acceptance of the changes and remain with the Global SIM. The email also provided our customers with an opportunity to upgrade their Global Kit to an LTE SIM at which point they would be eligible for a basic plan.
Therefore, as the customer did not take action, the account associated with ***@gmail.com acquired the Global 200 Basic Plan at $4.99 and is not eligible for a refund. We apologize for any inconvenience this may cause the customer.
We can confirm the account associated with the Global SIM (***) under ***@gmail.com was canceled on 1/17/19 and should no longer incur any charges.
Upon further investigation, we noticed the customer still has a Hotspot account active under ***@gmail.com. Should the customer wish to cancel this account, they may do so at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
There is no further action needed on this complaint as the account is canceled and no refunds will be honored due to the customer not upgrading to the LTE SIM.
(The consumer indicated he/she DID NOT accept the response from the business.)
It is true that I was using the Global SIM, I did not upgrade to the LTE SIM when the Global SIM service had been discontinued.
Freedompop was still collected monthly fee for a discontinued Global SIM service for more than half a year. And It refused to refund the fee. This is why I filed a Revdex.com complaint.
From the Freedompop's perspective, it assumed that I had already upgraded to LTE SIM, which in fact I had not upgraded.
I had to close the account, otherwise Freedompop will continue to collect subscription fee for the service it does not provide to me.
We apologize for the inconvenience as customers were given an ample amount of time to upgrade or cancel their account in order to avoid any charges. Users who failed to take action were considered in acceptance of all renewal charges.
However, due to the confusion and the account being canceled, we've honored refunds for the last 5 renewals totaling to $34.81. We ask the customer to allow 3-5 business days for the refunds to process.
There is no further action needed on this complaint as the account remains canceled along with being honored renewal charges. We appreciate the customer's understanding throughout this process.
Wanted to cancel services. Called and can't get anyone to talk with. The phone keeps hanging up when I try to give information about my number.
Wanted to cancel services. Tried calling and they hang up on me. Can't get online.
Cancel services and refund money taken for top ups from my account.
We're sorry to learn the customer being unable to cancel the account on their end. However, we were able to log into the customer's account and locate the cancel option without any discrepancy.
The customer can cancel their account(s) at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Should the customer wish to remain with an active account and downgrade, they can manage their subscriptions by following the instructions on the links below:
Downgrade Plan - https://***
Add/Remove Services - https://***
Regarding the top up charges incurred, 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."
As the customer's Netgear Unite has used 3.71GB, the account has incurred top up charges. This is due to exceeding their data allotment of 2.49GB (2GB Base Plan & 500MB Rollover) by 1.22GB. Therefore, there is currently a balance of $19.30 remaining which we will refund should the customer decide to cancel their account. However, this is non-refundable if they wish to continue with our services.
The customer may reply here should they cancel their account.
I have a prepaid quarterly plan for unlimited talk and text with2 gigabytes of data monthly through a small online vendor call Freedom Pop that runs mainly on Sprints network and more recently on ATT. My phone runs through ATT. I paid $41.97 in early December for 3 months service. My bank account was inexplicably charged $98.88. There is no information through Billing, Usage, Plan, etc. when I research why this happened.
Product_Or_Service: LG /Fortune 2/Freedom Pop LTE Quarterly
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like the $98.88 returned to my card/account asap.
This complaint has been resolved.