FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
Phone: |
Show more...
|
Web: |
|
Add contact information for FreedomPop
Add new contacts
ADVERTISEMENT
Freedom pop deleted my account after I complained about the recurring charges and took my $20 in credit
I purchased a hotspot from FreedomPop on 11/23 and freedom pop began charging me recurring charges of $9.99 for a higher level plan than I wanted. They charged me 3 of these recurring charges and they also charged me a one time charge of $20. The $20 goes to future credits in case I go over my allotted data. The $20 credit never applied to my account until I called on 1/11. I requested that they return the 2 recurring charges since I already declined the higher level plan online around 12/5. I explained that I already cancelled the higher level service prior to the two charges and I have not used more than 5MB of data the entire time I had the hotspot. They declined so I asked my credit card company to dispute it. I received credit from my credit card company. They advertised that I can cancel at anytime and I will have 200MB per month for free forever. So today 1/19 I turned on my hotspot and I do not have a data plan on it. I logged into my freedom pop account and I do not even have a device on the account. So basically they are taking my $20 in credit as well as deleting my account.
I would like the $20 credit to be reinstated in my data plan and I will continue to use the free service without any recurring charges.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #XXXXXXXXX) on 11/23/18, 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.
The customer downgraded their Premium GSM 2GB plan on 12/3/18, for which they were not charged on this device thereafter. The customer left FreedomPop Premier service active which has resulted in continued renewals of the service. Therefore, the continued charges in the amount of $9.99 are considered valid and non-refundable.
Upon downgrading their account, the customer incurred a $20 charge which was applied in account credit on 12/3/18. The customer's account credit expired on 1/4/19 as it had not been used. However, our customer's can simply log into their accounts at my.freedompop.com and reactivate account credit by selecting "Billing" > "Credit Balance" > "Activate Credit" which will be found towards the bottom of the page.
Reason for the $20 charge being incurred on 12/3/18 is 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.
Yes, our customers can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
However, as the customer filed a dispute with their financial institution, we have canceled their account as this is a violation of our agreement. In our TOS we explicitly state the following:
"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.***
Unfortunately, the customer must now resolve the matter with their financial institution and their account is not eligible for reactivation due to the violation in our agreement.
This carrier offers "free" internet service however they do not advise customers how to cancel paid service. I cancelled the paid service however they continued to charge me without notice for socalled Premier Service. The company's lengthy "lawyered" Terms of Service are impossible decipher without hiring a lawyer to read these. I was charged $42.56 for unrequested services.
Product_Or_Service: Internet service
Other (requires explanation) Refund to my credit card the amounts charged for Premier Service which I never ordered and was never advised would be charged.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered FreedomPop SuperNova (Order #XXXXXXXXX) on 9/9/18, 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. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium 2GB plan on 9/19/18 and they were not charged for the plan on this device thereafter. The customer left FreedomPop Premier service active which has resulted in continued renewals of the service until 1/11/19 when the customer canceled their account online using the self-help tools mentioned above.
According to our records the customer reached out to support on 9/19/18 regarding their desire to downgrade their plan. The customer was then provided with instructions on how to successfully downgrade their plan and deactivate the add-on service. Therefore, the charges were considered valid.
However, the customer has violated our TOS by attempting to dispute the charges with their financial institution. Therefore, their account was canceled and the charges have been refunded. We ask the customer to allow 3-5 business days for the refunds to process. The following is taking directly from our TOS:
***
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed against FreedomPop."
Unfortunately, the customer's account is not eligible for reactivation as they have violated our agreement.
There is no further action which will be taken on this complaint as the refunds have been honored and the account will remain canceled.
Hello, the business did provide the requested refund. Please close the case. Thank you
Refuse to refund my money after realizing the false advertisement
Freedompop advertised the free-trial of their phone service, so I ordered it on 1/1/2019, and started on 1/5/2019, after about 1 week, I downgraded to their free service plan, but in order to downgrade to free service plan, the company asked me to put some "topup credit", otherwise I cannot downgrade to free plan. So I deposited the minimum amount of $10, and made the downgrade. But surprisingly after I got the free service plan, I still got the monthly bill of $6.72. I contacted the company, was told that it is recovery fee, and will occur every month for a "claimed 100% free phone service"! So I quickly cancelled the account to avoid any future charges, and asked for my $10 credit to be refunded, even though I did not use any of this credit yet. But the refund request was refused, the explanation is that "per our Terms and Conditions, under Freedompop Payment Terms: All payments made by you to FreedomPop are final and are non-refundable."
As you can see, this is a totally false advertisement to scam people into the service.
So I sent this complaint to Revdex.com in hope of getting my money back, and also see if Revdex.com can stop this kind of bad business practice.
Refund my $10 account credit, and make your advertisement or claim of "100% free service" to be more clear and transparent.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to locate an account which has incurred a $10 charge.
We ask the customer to provide the email and phone number associated with the account so we may investigate properly.
We look forward to the customer's response here or they may also reach out via email at ***@freedompop.com with Revdex.com CASE#: XXXXXX being provided in the subject line for further assistance.
(The consumer indicated he/she ACCEPTED the response from the business.)
I got my refund.
Charged my PayPal account $90.23 & $44.99, not the $29/m after the first month of service, and it was unreliable at best. Has not even been first month of service. Basically a scam operator. They are not an actual wireless carrier
Product_Or_Service: Mobile Hotspot
Other (requires explanation) Refund of fraudulent charges
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity regarding the charges. The customer has two device-accounts associated with ***@s3member.us. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc.
Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #***) on 12/26/18, which included a free trial of our Semi-Annual subscription for Premium GSM 2GB and FreedomPop 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 an LTE SIM Kit (Order #***) on 12/26/18, which includes a free trial of our Premium 3GB LTE Unlimited and FreedomPop Phone Premier. As previously stated, these trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal.
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.
The customer may follow the instructions on the links below to manage their subscriptions:
Downgrade Plan - https://***
Add/Remove Services - https://***
Cancel Account - https://***
We ask the customer to please keep in mind, downgrading an annual plan will take effect once the 6-months have concluded. However, downgrading a month-to-month plan will reflect on the upcoming month's renewal.
Unfortunately, the customer is not eligible for a refund as the accounts remain active and were not downgraded prior to the trials coming to an end.
(The consumer indicated he/she DID NOT accept the response from the business.)
They deceptively advertise the pricing of these products, hide fine print, and make it extremely difficult to change plans, and nearly impossible to contact customers service or billing support.
We do disclose any and all charges associated with the data plan and added service in the customer's confirmation email. Customer's are also informed of the trials coming to an end after 14 days and becoming paid subscriptions.
Unfortunately, the customer is not eligible for a full refund as their account will still be subscribed to our paid services. However, should the customer decide to cancel their account, we will issue a courtesy pro-rated refund for any unused months' services.
Should the customer wish to continue with the services, there is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
They have not addressed deliberately blocking customer service access, either phone, email or other means.
This company is billing me for services not rendered, and when service was explicitly cancelled. I have already issued a chargeback with my bank for $32.98 on 11/12/2018, but they also charged me for $38.70 on 12/12/2018. So I checked my bank records and I found that they also charged me four times back in 2016 for a phone which 1) they claimed they had in stock on their website 2) they did not have in stock when I called and 3) they never actually sent to me. They charged me on $37.61 on 1/12/2016, $33.58 on 2/25/2016, $32.98 on 3/25/2016, and $32.98 again on 04/25/2016. Their website does not even claim that I got my phone, either. If I visit the my account page there, under the phone they started billing me for back in 2016, it says "There was an error with your order, please contact customer service."So all told these frauds have stolen 208.83 from me without ever delivering me one lick of service. The only thing they've ever sent me that I paid for was two SIM cards, one for $0.99 and one for $0.01. I cancelled both cards during the trial period, but they've billed me twice since anyway.
Product_Or_Service: sim cards, lg volta phone
Account_Number: ***.***@gmai
Other (requires explanation) I want all the money back, and their ground sown with salt for their willful fraudulent billing, but I'll settle for the money.
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 ordered an LG Volt (Order #***) on 1/12/16, which includes a free trial of our Premium 2GB 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 account was not downgraded nor canceled, the account continued to incur charges. However, as the customer never received the device ordered, we have reversed the charges in the amount of $38.70 (2), $32.98 (3), $33.58 (1) and $37.61 for a total of $247.53. We ask the customer to allow 3-5 business days for the refunds to process and reflect on their end.
We apologize for any inconvenience this has caused the customer and appreciate their patience throughout this process.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
I went to the bank and it appears that I have been made whole. So long as they don't charge me again, I am satisfied.
Hi, I bought a simcard from freedom a year ago for my mom because they're advertising it it has free service every month since my mom just at home I tried it but never I signed any subscription or upgrade anything , after a week it didn't work well I took out the simcard and never used it again I bought Tracfone simcard.. and forget about the freedompop. But now in my sirproswd they are charging me every month for 32.95 dollars!!!!! I didn't notice last Month that I have a charge from them , I just noticed this month!! This is ridiculous, why why're charging me for anything I don't subscribe and it's been more than a year,,, I don't even know what is my phone number from them... they are a big scam !!! They can check that I don't use anyh service from them.When I check my PayPal account I was surprised and I immediately Dispute it and tries to go to their website and in my sirproswd again , it said it was active with automatic payment so I click the deactivated button and tried calling them hundred times but no one answers , you can't call them it's all machine !!!! PayPal didn't refund me, they said to contact the seller but how can o contact them'??? They're not answering !!! This is crazy!!! Please help me!!!
Other (requires explanation) Just give me back the 2 months charge of 32.95, I never used any of their service!!!
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 4/2/17, 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 two outstanding payments each in the amount of $32.98. We were unable to successfully capture the original payment on 5/21/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
However, as a courtesy, the two charges were refunded on 1/9/19 as the customer's account was canceled on 1/7/19.
There is no further action required as the account associated with *** remains canceled and the refunds have been honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
They have refunded me.
FreedomPop increased my bill without notifying me. As a result, I requested a cancellation on the billing date and contacted them for a refund, which was part of the agreement. They sent me a automated response saying that unless I upgrade my service and pay additional fee, I would not be able to reach their customer service. I am a victim of their scam.
Product_Or_Service: Cell phone service
Account_Number: My number was XXX-XX
Other (requires explanation) Full refund
We're sorry to learn of the customer's unsatisfactory experience with us which in turn caused them to cancel their account on 12/30/18. Regarding the increase in cost, updates to our Terms of Service, such as updated plan details are posted on our website when they are made. Per our terms of service, continued use of services/website implies consent to new terms.
As the customer canceled their account the same day as their renewal, we have issued a refund in the amount of $101.41. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed as the customer's account has been canceled and refunded.
I believe this company to be involved in fraud. Myself along with many people on their customer service forums have reported that they have been billed a $20 charge that all users of their "free" mobile service have been opted into without warning. Their user portal's automated option to cancel an account to avoid further charges appears to actually be a dummy button programmed to only give an error message, effectively locking-in anyone that tries to terminate the service.I've been continuously billed while being ignored by customer service, with no option to terminate my account through their automated system. This cannot be legal, can it?
Product_Or_Service: Global SIM Kit - Data Only
Account_Number: XXXXXXXXXXX
Other (requires explanation) I have asked multiple times through different channels to have my account terminated and to receive a refund for the amount that I was billed while I was not in use of the service, trying to cancel.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the $20 incurred. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 6/14/16, which includes a free trial of our Global 1GB 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.
Upon account review, we have confirmed an outstanding payment in the amount of $23.98. We were unable to successfully capture the original payment on 8/14/16. 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:
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)."
Our system was able to successfully capture $23.98 on 11/13/18 and again captured a payment on 12/13/18 as the account remained active and subscribed to Global 1GB and FreedomPop Premier.
The customer did downgrade their account's Global 1GB plan on 12/27/18 at which point they incurred a $20 charge. We do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
However, as the customer's account was canceled on 1/14/18 by one of our representatives, we have now issued a refund for this charge. We ask the customer to allow 3-5 for the refund of $20 to process. We have also issued a refund in the amount of $9.99 as the customer incurred this charge on 1/13/18 for FreedomPop Premier which wasn't deactivated. Again we ask the customer to allow 3-5 business days for the refund to process.
There is no further action required as we can confirm the accounts associated ***@hotmail.com have been canceled and refunds honored.
If you COMPLETELY CANCEL all services with Freedom Pop, then you are entitled to a refund of top-up cred
I was charged ~ $6.70 in top-up credit because I had exceeded my data limit. Then, I completely cancelled services. I am due back that top-up credit because it was never used, and it will never be used since I will never be a customer of theirs again.
This exact scenario was posed by another Freedom Pop customer, and the Freedom Pop admin responded that they are owed a refund. So am I, but the customer service rep I'm emailing with does not know the policy. The key phrase stated by the Freedom Pop admin is:
"Yes, it is intended to be a deposit in case date the free data limits are exceeded but if the account gets canceled completely, we are able to refund the credit on the account at the time of cancellation." > https://
Refund of the top up credit
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the refund requested. However, our records indicate our representative has honored refunds in the amount of $28.99 and $6.74 on 1/11/19.
There is no further action needed on this complaint as the customer's account associated with ***@gmail.com remains canceled and the refunds have been honored.
We purchased a phone from FreedomPop, and set up "free" service for our occasional international visitors. The service was unsatisfactory, so we canceled the account and now use the phone as a speedometer for a Segway. There was no obligation associated with the cellphone purchase, for which we paid the full asking price. Even after we terminated service, we were repeatedly charged $12-14 per month, and despite several communications with the company the charges continue. This morning, the rep identified as *** said that FreedomPop would continue to charge as long as they have my credentials. Here is his response:OUR SYSTEM SHOWS THAT THE CHARGE IS LEGIT SINCE IT WAS USING YOUR CREDENTIALS SO IS NON-REFUNDABLE. That means I must go through the process of replacing my credit card.
Product_Or_Service: Cell phone service
Other (requires explanation) I request a refund of all unauthorized charges to our credit card, and cessation of charges in the future. The total of all unauthorized charges, which accumulated during my dispute with FreedomPop, is $66.38.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges. Our records indicate the customer ordered a ZTE Prestige 2 (Order #***) on 8/24/18, 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.
The customer downgraded their Premium 2GB plan on 9/14/18 they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which has resulted in continued renewals of the service. As the account's (***@gmail.com) add-on service of FreedomPop Phone Premier was not deactivated and remains active, the renewals charges for the service are considered valid and no-refundable.
The customer can manage their add-on service by following the instructions on the link we've provided below:
Add/Remove Services - https://
(The consumer indicated he/she DID NOT accept the response from the business.)
We requested termination of service to that phone, not downgrading. IN WRITING, your CSR told us that as long as FreedomPop has our "credentials" our credit card will be billed.
Per our records, the customer reached out via email support on downgrading their account. They were then provided with instructions on how to successfully downgrade their data plan and instructions on how to deactivate their add-on service.
Unfortunately, there is no history of the customer reaching out with a request to cancel their accounts.
Upon further investigation, we noticed the customer's accounts associated with ***@gmail.com have been canceled due to a violation of our agreement. The customer has filed a dispute with their financial institution regarding a charge which is in violation of our TOS. The following is taken directly from our TOS:
"If we have charged your registered payment method for a charge that we deem is authorized and valid under these Terms, and your credit card company or other payment provider subsequently withholds or revokes such payment to us because the charge has been disputed by you (a "Chargeback"), we reserve the right to suspend your access to the affected Services until the Chargeback is reversed or in the case of a billing dispute, the billing dispute is resolved as set forth in these Terms. Additionally, there is a $50 fee for any illegitimate chargebacks placed agaihttps://www*** FreedomPop."
Due to this violation, the customer's account will remain canceled and they must now seek a resolution with their financial institution.
(The consumer indicated he/she DID NOT accept the response from the business.)
Apparently the FreedomPop business model is to recruit customers with a promise of essentially "free" service, then implement an automatic charge at some point. Further, I have an email exchange in which FreedomPop's CSR claimed that as long as the company has my credentials, I'll be charged.
Well, we're apparently disconnected - and good riddance!
I received the phone on dec,31. We finally got it all set up and running on jan,3. It operated find for a day and a half,then it needed to be on Wi-Fi to work. We tried all there fixed on the tech site to fix it. Nothing would correct it. So I paid an extra $5 so I could be able to talk to a real life tech rep. The things they had us do still did not work.I told them I was sending it back. They wouldn't tell me if I would be refunded any of my money . I did notice they withdrawals $20 more out of my bank account and since I deactivated my phone they they don't recognize me or my phone so I can't talk to anyone there anymore. I've lost $125 at this point for a phone that don't work.
Product_Or_Service: Cell phone plan
Order_Number: XXXXXXXXX
Account_Number: N
Other (requires explanation) I think I deserve a full refund once their phone is finished being shipped back. Not to mention the extra $20 they withdrew
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 incurred a $20.00 charge on 1/7/19 upon downgrading their account. This was done so as the customer did not meet our minimum requirements in account credit for a basic account. We 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.
Therefore, the charge was considered valid. However, as the customer has returned their device, we have issued this refund on 1/16/19.
Now, regarding the sign up order amount, this has now been refunded as the device was returned. We can also confirm the account has been and will remain canceled so no further charges should incur.
We thank the customer for having given FreedomPop a chance and wish them the best with their next carrier.
There is no further action needed on this complaint as the customer has been refunded and their account remains canceled.
Poor customer service. Just want to close out account. This was a gift to my father and the billing is in my name.
Trying to close account out. After does not remember the login and password to the account. I am paying the bill and wish to close the account out. The phone number X (XXX) XXX-XXXX is no help at all.
Just want to close account out
We're sorry to learn of the customer's desire to close out their account. However, the customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
As they've stated they do not recall their log in credentials, they may provide may provide us with the phone number, MEID of the device and email associated with the sign up order so we may cancel the account on their behalf.
We look forward to their response should they require some assistance with canceling their account.
(The consumer indicated he/she DID NOT accept the response from the business.)
They have been charging my credit card. Why can't they look up the information associated with the card. It should have all of the info of the device they need to close or cancel the account. If they would like to email me directly they can. My email is ***, and we can go from there. Thank you
As we were unable to locate an account, we are unable to track a form of payment which has been charged. The customer may provide the first four and last four digits associated with the cc which has been charged.
The customer may also reach out via email at ***@freedompop.com with Revdex.com CASE#: XXXXXX being provided in the subject line so a representative may assist them. However, the customer will be asked to provide further information as we are unable to locate a sole account under their name.
We thank the customer for their patience and understanding as we work to resolve the issue at hand.
My order number is XXXXXXXX. They advertise service for $0.01 and then after that for $32 a month the service never worked when I tried to call I never was able to get through .or one person sent me to the next person or one department send me to another department periods in the meanwhile I'm being charged between 32 and $37 a month for the past 9 months I would like my money back
Other (requires explanation) Pay back all the money that you'd build my credit card for the past 9 months. My phone number is XXX-XXX-XXXX
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 3/16/18), which includes a free trial of our Premium 2GB LTE Unlimited 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.
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, as the customer did not downgrade nor cancel the account associated with ***, the account continued to incur what we consider valid charges.
The customer's account was canceled on 1/6/19 as there was an attempt to dispute charges with their financial institution which is a violation of our agreement. Our TOS explicitly states the following:
"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.***
As the customer has violated our TOS, their account will remained canceled and not eligible for reactivation. However, as a one-time courtesy, we have refunded a charge in the amount of $39.98 and another in the amount of $37.98.
Unfortunately, there will be no further action taken on this complaint as the customer has violated our agreement and we've honored courtesy refunds.
I contacted them back in sep of 2018 to have them stop automatically billing me, but they have continued to bill me.
I filed a complaint with them back in sep but their response was bad. there is no way to talk to a customer service rep. they only let you talk to a live person if you add a charge to your account.
$80
We're sorry to learn of the customer's unsatisfactory experience regarding their active accounts. Our records indicate the customer reached support via ticket number *** on 9/11/18 regarding the cancellation of their account. Our expert responded to the incident requesting an ICCID associated with the account which they were interested in canceling as there were two accounts associated with ***@gmail.com. However, as the customer did not respond to the ticket, the accounts were left active.
Therefore, the charges incurred after the customer's initial point of contact are considered valid. However, as the accounts were canceled on 1/9/19 and 1/10/19, we have issued refunds in the amounts of $19.97 (4) and $6.99 (4) for a total of $107.84. We ask the customer to allow 3-5 business days for the refunds to process.
There is no further action needed on this complaint as the accounts are canceled and the refunds have been honored.
I cancelled service with Freedom Pop 07/23/18 and have had nothing but issues cancelling the service. I had logged into my account as requested and did everything I should have to cancel several times. I was told by the company they did not know why the service was not cancelling and to call them directly, however, when I did this was told by a recording that you have to pay for other services to talk to someone. the service was finally cancelled as of Jan 8, 2019 when I filed yet another complaint with them. I asked for a refund from 07/23/18 thru Jan 2019 when the service was cancelled as I have been trying to cancel since 07/23/18 and was told it is their policy to not issue refunds.
Product_Or_Service: cell service thru Freedom Pop
Other (requires explanation) I would like a refund from 07/23/18 thru Jan 2019 as I have been charged for services that should have been cancelled.
We're sorry to hear of the customer's unsatisfactory experience with us. The customer has two device-accounts associated with ***@amfam.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the customer ordered a Samsung Galaxy J3 (Order #XXXXXXXX) on 5/18/17, which includes a free trial of our Premium 2GB 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.
Our records indicate the customer placed a second order for an Apple iPhone 5S (Order #XXXXXXXX) on 10/14/17, which includes a free trial of our Premium 2GB Semi-Annual. As neither account was downgraded nor canceled, the accounts continued to incur renewal charges which are considered valid. Therefore, the customer is not eligible for a refund as there are no records of the customer canceling any service on 7/23/18.
According to our records, the customer reached out on 9/20/18 regarding a release of their device so they may activate with another carrier at which point the customer was provided with instructions on how to cancel their account so their device would be eligible for activation with a new carrier. As the customer did not reply, there was no action taken by our representative other than providing instructions on how to cancel an account.
We can confirm the accounts have now been canceled and should no longer incur any future charges. The customer's device is now eligible for activation with another carrier.
We wish the customer well with their next carrier.
(The consumer indicated he/she DID NOT accept the response from the business.)
I contacted the company SEVERAL times regarding the cancellation of the iphone. during this time I also inquired about the other line I had for service to see how I would go about getting this line released. after many attempts from July 2018-jan 2019 they FINALLY cancelled the plan for the iphone. this is what I am upset about. there is no reason it should have taken 7 months along with calls and emails to get this done! and the whole time I paid for service I did not need. the company ended up cancelling the wrong phone on the account and I even had to go back and tell them to cancel the correct one.
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 accounts are left for the customer to cancel at their convenience. However, as the customer reached out again and requested to cancel their account, the representative then took the initiative of canceling their account.
As a courtesy, we've issued a refund in the amount of $45.33 for the latest renewal previously associated with phone number ***. We've also refunded the latest two charges previously associated with phone number ***. One in the amount of $20.00 and another in the amount of $32.99. We ask the customer to please allow 3-5 business days for the refunds to process and reflect on their end.
As previously stated, the accounts are now canceled and should no longer incur any charges.
There will be no further action taken on this complaint as the accounts remain canceled and courtesy refunds have been honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
I appreciate the refunds for the most recent term, however, phone #XXXXXXXXXXX was requested to be cancelled July 23, 2018 and I have reached out to the company several times requesting this line be cancelled. I obtained other service for this line July 2018 and should be refunded back to that date for this line of service.
I purchased the 12-month, unlimited talk & text plan with 1GB/month data, but they're only giving me the 6 mo. BASIC plan with less benefits.
11/26/18 I signed up with the Unlimited talk & text, 1 GB data/mo "LTE SIM Kit - 3-in-1 - Voice/Data Bundle & 12 Month Plan" I bought through Target. Phone number: (XXX) XXX-XXXX. IMEI: XXXXXXXXXXXXXXX
A free 2GB 30 day trial was given at sign up, which I canceled 12/23/18. At trial cancellation they downgraded my plan to "Basic 200 Semi-annual" with only 200 min talk, 500 texts, 200MB data. My account is still registered as the 12-month Unlimited plan, but the "Plan" section and billing say "Basic 200", for which I have been billed $23.21 on my credit card. I want the 12-month Unlimited plan I paid for and the $23.21 for the "Basic 200" plan refunded.
I have filed 8 complaints 12/23/18-1/3/19, and all but one they deemed "solved" without solving the problem. 12/26/18 Reference #XXXXXX-XXXXXX they labeled "Escalated to Management" when the problem was finally recognized, but no solution or communication has been forthcoming. I have screenshots of relevant pages if you'd like to see them.
I want the 12-month Unlimited talk & text, 1GB data plan I paid for to be put in effect, and the wrong plan's $23.21 reufunded.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer set up an account (Order #***) on 11/26/18, which included our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. However, the customer downgraded the account's voice data plan from Premium LTE 2GB Unlimited Semi-Annual to Basic 200 Semi-Annual on 12/23/18 and deactivated FreedomPop Phone Premier Semi-Annual on 12/25/18.
As the customer did not meet our account credit requirements upon downgrading, they incurred a $20 charge which was added 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 reached support and was informed to to proceed with reactivation via our /activate funnel. The customer may reach out via email at ***@freedompop.com with Revdex.com CASE#: *** provided in the subject line should the customer require assistance.
(The consumer indicated he/she DID NOT accept the response from the business.)
I bought the 12-month, unlimited talk and text, 1GB data/month plan. I agreed to a FREE 30-DAY TRIAL of the 2 GB plan at sign up and was told I could cancel the FREE TRIAL before 30 days without incurring additional charges. When I went to cancel, they did not allow me to get back on the plan I paid for, but instead downgraded me to the free BASIC plan of 200 min talk & 500 texts with 200MB data AND CHARGED ME $20 Top Up for the free BASIC plan I never wanted. On my online account information, it still recorded the 12-month plan I bought, but under Plan and Usage, it listed the Basic plan.
After repeated attempts to resolve the issue with FreedomPop, I contacted the Revdex.com to help resolve the issue, and then several days later asked my credit card company to reverse the $20 charge plus $3.21 in taxes and fees FreedomPop charged me for the BASIC plan. As FP said in their response, "We do require our free plans to have a minimum of $20 in account credit..." But I didn't buy the Basic Plan; I bought the 12-month Unlimited Plan! Then FP cut off all service.
I tried to reactivate the SIM, and they accepted it with a new number, but then cut off service. Then they emailed another acceptance (without action from me), assigning yet a 3rd phone number, but then canceled it again. As of 2 days ago, they have now corrected the plan information on my phone, but then inactivated my service because I had reversed the BASIC Plan charges. "Service is inactive due to a user initiated credit card dispute. As per our terms of service, this account cannot be reactivated. Code: 401"
So as of this writing, I still do not have the phone service I paid for.
Our records indicate the customer downgraded their Voice Data Bundle from Premium LTE 2GB Unlimited Semi-Annual to Basic 200 Semi-Annual on 12/23/18 which is when they incurred a $20 fee in account credit. This charge is agreed to upon downgrading and not meeting our account credit requirements associated with the Basic plan. Therefore, the customer was no longer on the Premium LTE 2GB Unlimited Semi-Annual plan.
We previously stated "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 manually downgraded their account and accepted the $20 upon downgrading, the charge is considered valid on our end. However, as the customer disputed the charge with their financial institution, their account was canceled on 1/12/19 as they have violated our agreement. Per our TOS, we explicitly state the following:
"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.***
Unfortunately, as the customer has violated our agreement, the account is not eligible for reactivation and they must now seek a resolution with their financial institution regarding a refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
Simple questions for Freedompop:
Was the SIM card I bought for the 12-month, unlimited talk & text, 1GB data plan? (Yes.) Did I get that plan? (No.) Please give me that plan.
At sign up I agreed to the free 30 day trial of an upgraded plan. I was assured I could cancel the upgraded plan for free before the trial ended and go back to the plan I bought. When I tried to cancel online (I couldn't talk to a real person), there was NO OPTION to go to the plan I bought. It was either stay with the trial plan at a huge monthly cost or go to the free, BASIC plan. I agreed to the basic plan only to avoid monthly charges and IMMEDIATELY filed a ticket with Freedompop to reinstate the plan I BOUGHT AND THAT WAS STILL REGISTERED TO MY ACCOUNT. Freedompop repeatedly refused to give me the plan I bought.
I understand the $20 charge was for the BASIC FREE plan, but I DID NOT WANT the free Basic Plan. I BOUGHT the 12-month plan that did not have a $20 charge attached. I asked that the $20 be returned and that I be given the 12-month plan I bought. They repeatedly refused. So I filed a Revdex.com complaint and later asked the credit card company to reverse the $20 charge that I SHOULD NOT HAVE HAD IN THE FIRST PLACE..
I was not supposed to be charged the $20 for the 12-month plan I bought. I would have let the $20 go if I had been given the 12-MONTH PLAN I BOUGHT. I got my $20 back, so that problem is solved. I now want my 12-month plan I bought.
Received phone that does not work at my location. Unable to obtain RMA for return and refund during the 2 week free trial period.
Ordered LG G3 Gold phone on 12-26-18; MasterCard payment for $104.48 was posted on 12-27-18. Fulfillment Order No. XXXXXXXXX, Reference ID XXXXXXXXX. I received the phone on 1-2-19 and discovered that it does not work at my location. I have attempted to contact Freedom Pop by phone and online to obtain a Return Material Authorization so that I can return the phone and receive a full refund within the 2 week free trial period. When I call Customer Service their system detects my home phone number and tells me that my account has been cancelled. When I reach a Sales Agent they transfer my call to a recording which does not accept messages. When I complete a "Ticket" online to request an RMA the system will not accept my "Ticket". Their website states that returns without an RMA will not be accepted. I have determined that the phone does not meet my needs and want to return it for a refund. I am unable to communicate with Freedom Pop either by phone or online.
I would like to receive an RMA so that I can return the phone and receive a full refund.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist. However, we were unable to locate an account with the order ID provided by the customer. We also used the customer's credentials associated with this complaint and were not successful in locating an order for an LG G3.
We ask the customer to provide the email associated with the order so we may investigate properly. The customer ma also provide the MEID of the device in question.
The customer may reply here or reach out via email at ***@freedompop.com with Revdex.com CASE#: XXXXXX provided in the subject line.
(The consumer indicated he/she DID NOT accept the response from the business.)
I provided sufficient information in my original complaint for them to identify my account. After receiving their response I sent additional information identifying my account and included their packing slip for the defective phone. I have not received a response from them regarding this additional information.
We apologize for the delay in response. However, upon further investigation, we were able to locate the account which was associated with the order of an LG G3. The order #*** was associated with ***@hotmail.com and our records indicate an RMA was issued on 1/25/19 and the user was informed via ticket #***.
Once the device has reached our logistics department, it will be subject to refund. We ask the customer to please allow the proper time frame to allow the device to reach our logistics center. They may track the device with the tracking information received when returning the device.
The customer may reply here or reach out via email at ***@freedompop.com with Revdex.com Case: *** provided in the subject line.
Once again we apologize for the delay in response and appreciate the customer's patience throughout this process.
This morning, Thursday 1/3/2019 I decided to upgrade from Freedompop's 500MB free plan to the Pro 500MB 4G/3G.Well, they processed my payment of $6.99 for the plan.But, I still don't have service.On my account page they have me due again for $6.99 for the same service I paid for today.Freedompop you need to give me money back....or I can do like I did the first time....request my money in full for service not given and a refund for the device, which I will be glad to send back.
Product_Or_Service: WiFi hotspot
Order_Number: XXXXXXXXX
Explanation of Charges If you don't know how to run your business properly, without trying to get over on people,close the doors.You are going to have a lot of legal woes haunting you.I don't have service still, but you took my money this morning.Fix your mess or prepare yourself to pay up.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity. Our records indicate the customer added Pro 500MB (4G/3G) on 1/3/19 and did not incur a charge for this service until the renewal date of 1/7/19.
The customer's account was temporarily suspended as the account's data allotment of 550MB was exceeded by 700MB for the billing cycle of 12/7/18-1/7/19. Our records report a total amount of 1.22GB usage. However, the customer reached out via Community support and their account was reinstated with a courtesy grant of 1GB.
The customer's account is now in good standing and should function accordingly. We've provided a support article below where the customer will find more information associated with an account which has been temporarily suspended due to high usage.
https://***
There is no further action needed on this complaint as the account is now in good standing.
(The consumer indicated he/she DID NOT accept the response from the business.)
FreedomPop failed to mention to you that I purchased: Freedompop Safety Mode, fir $6.99 on 1/3/2019.This plan gave me an extra 10% data,supposingly.Freedompop do you know what the definition of 'insanity' mean?...it's clear that you are not very good at lying.I guess the $6.99 I paid for the above services was pocketed,ignored.In closing, Another stunt like this from Freedompop and I will be petitioning the court for criminal charges against you.Also, they have ignored the complaint in regards to the device not holding a charge.I'm 1000% certain I will be filing a similar complaint by year's end.IEven if I was over....what happened to the supposed 500mb of data from the Safety Mode service plan??
We're sorry to learn the customer remained unsatisfied with our response. However, our records indicate the customer was refunded $20 and $13.98 on 2/4/19 by one of our representatives. We ask the customer to allow 3-5 business days for the refunds to process and reflect on their end.
The customer's account associated with ***@gmail.com will remain canceled and no further charges should incur.
We thank and appreciate the customer's patience throughout this process.
There is no further action needed on this complaint as the customer's refunds have been honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
Since there is no phone support for sane customers....this case took longer than anticipated via email. Once they remove my name,address,email,all banking information, this case will be considered closed.
Great service for cheap. I would recommend this service to others who are looking for a very basic phone plan without a high bill. I have contacted customer service a few times they was so helpful, fast replies, fast correcting a issue and willing to help with any question I had.
FreedomPop violated their terms of service by raising their monthly rates without notifying me.
FreedomPop raised their monthly charges and fees on my cell phone plan by more than 40% over a 3-month period, with the last monthly increase being particularly large. According to their service plan terms (https://www.***), "We reserve the right to change our fees or other charges at any time by updating these Terms and/or by notifying you on the Site or via email, but we will not impose any fee increases retroactively." However, they failed to notify me in advance of the increases; the first notification was the higher amount that they charged to my credit card. Thus this was in effect a retroactive increase, in violation of the service plan terms.
The last and largest of these increases was charged on November 20, 2018, and represented an increase of $6.11 over the amount charged on October 20. Had I known in advance of this increase, I would have canceled my FreedomPop service, and in fact I did so before the December 20 billing. (Once FreedomPop bills for a month, the customer is locked in for the full month of service.) I requested that FreedomPop refund just the $6.11 increase between the October 20 charge and the November 20 charge. After quite a bit of emailing, FreedomPop on December 13 offered me a subscription credit of $6.11 against future charges to my account. However, as I pointed out in my reply, this subscription credit is of no value to me because I was canceling my account. As of December 14, the FreedomPop representative reported that "we have forwarded this concern to our higher level of support for further review and approval of your refund request". Further emails to FreedomPop inquiring about the status of the refund request have gone unanswered.
I am seeking a refund of $6.11 to my credit card for the increase between the October 20 and November 20 billings that FreedomPop failed to notify me of, in violation of their terms of service. My FreedomPop account was under the name ***, email address ***@mission-ag.com, and phone number XXX-XXX-XXXX.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist. However, our records indicate the customer was honored a refund of $6.11 on 1/3/19 via our support channel. The refund process can usually take 3-5 business days to process and reflect on their end.
We can also confirm the customer canceled their account on 12/14/18 and should no longer incur any future charges.
There is no further action needed on this complaint.