FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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I have been a customer for more than 5 years now. I've had a couple devices from them over the years. No major issues. Whenever there was a concern or issue I would contact their customer service who would reverse unnecessary charges etc. they have great support team. Amazing CEO and leadership (Hi ***!!!) and overall they're doing great, it is best recommended to contact them directly to address all concerns. This isn't a paid review or faked review. Just a genuine review from a real customer!
I signed up for Freedom Pop because I was looking for an inexpensive Wi-Fi Hotspot for occasional use when I was traveling. Freedom Pop offered an inexpensive device to connect and Free Data each month. I am Pleased. Works with speed on the road and around town with both my phone and laptop connecting to their hot spot wireless device.
I did have to click out of several billing options to get the Free Option but there are youtube videos explaining how to do this and it is easy.
I ordered a SIM card that I never activated or used in any way, but I'm being charged a recurring fee for it. I called the support number, but without an account number I can't get past the automated system. When I go online, I'm required to login to an account that doesn't exist in order to cancel an account that doesn't exist. I tried talking to a sales rep, but they just put me back into the automated support queue. I asked to speak to a manager and was told that none were available. I want to stop being charged for a service I've never activated and am not using and have never used, but can't get anyone at the company to help me.
Product_Or_Service: 3-in-1 LTE SIM
Other (requires explanation) I would like all of my money back and to stop any further charges from being incurred.
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 11/15/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Therefore, the customer was continued to incur renewal charges as they did not downgrade nor cancel their account prior to the trial coming to an end.
Regarding the account not being activated, our devices are shipped activated to ensure the experience is as smooth as possible for the customer. 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.
However, the customer's account was canceled on 12/28/18 after a renewal date of 12/18/18 and so a courtesy refund was issued in the amount $136.36. Unfortunately, there will be no further refunds issued as the remaining charges are valid on our end.
As the account has been canceled and the latest renewal refunded, there will be no further action taken on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
I purchased an wifi hotspot device from this company which offered a "15 day money back guarantee". You are supposed to be able to return the item before 15 days to prevent being hit within a monthly charge. I attempted to return the item using their email customer service (as they do not have an 800 customer service unless you pay them additional $5.99 a month). The product was received on October 18th. That email was sent on October 26th. I was advised there would be a 4-5 day response. I never received a response. I want to send this product back and have them refund me the equipment charge and refund the additional monthly charge they keep hitting my account with. I had to have my bank send me out a new card as they charged my card and there is no way to talk to a person with this company. For me this is a massive lapse of integrity and companies like this mislead people with discounted services and products without giving you a responsible way to process refunds. It is extremely stressful and time consuming when you have to chase down people and write letters to the Revdex.com to fight for money promised...
Order_Number: XXXXXXXXX
Other (requires explanation) Please have freedomPop refund the following and provide a means to send this piece of equipment back!!!Charges: Dec 24th 39.98 (Service Charge)Nov 20th 20.00 (Service Charge)Nov 5th 34.98 (Service Charge)Oct 11th 26.98 (Equipment Charge)
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an ZTE Warp Connect Mobile Hotspot (Order #***) on 10/11/18, 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.
Our records do indicate the customer reached out via ticket number *** and was assisted by one of our experts on how to successfully return their device. The customer accepted the answer and so the incident was closed.
Although we understand the customer's interest in returning the device, our records indicate the customer continued to use their device well beyond the 14-day return policy which makes them ineligible for a refund. The account reflects usage through 11/20/18. The account's data allowance after the 14-day trial for November 5, 2018 through December 5, 2018 was 2GB along with 500MB being rolled over from the previous cycle, accumulating a total of 2.49GB. However, the account exceeded this allotment by 660MB for a total usage of 3.13GB. Therefore, the account incurred a charge of $20 for top-up credit.
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."
We can confirm the customer canceled their account on 12/28/18 and no further charges have been incurred. As stated before, the customer is not eligible for a return as there was usage past the 14-day trial. However, we have issued a refund in the amount of $8.87 associated with the remaining account credit. We ask the customer to allow 3-5 business days for the refund to process.
No it does not...
They charged me Several $100 and refused to take this device back within the offered time frame... Refunding me $8 is unacceptable... I would like for them to offer a means to return this equipment and refund me all access charges per my attempt to return this device within my 15 days...
Our records indicate the customer did reach out on 10/26/18 inquiring how to begin the process of returning their device and shutting down service. At this point, the customer was responded to by one of our experts asking for details regarding the order and device MEID in an effort to assist with an RMA. As the customer accepted the answer provided by our expert, it is therefore noted that useful information was provided regarding their inquiry.
Customers can also cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel". Customers who cancel within the 14-day trial are automatically provided with a Return RMA via email upon account cancellation.
Although we maintain that the RMA information was relayed prior to the new billing cycle, we are happy to offer an RMA as a one-time courtesy resolution in the interest of customer service.
The customer's RMA will be received at ***. A shipping label has also been issued so the customer may return the device. Once the device has reached our logistics department, it will be subject for refund as it will pass our inspection process. We ask the customer to allow the proper time in order for their unwanted device to pass our return protocol.
Regarding the customer's account continuing to incur renewal charges for the services of Premium 2GB and FreedomPop Premier. This was due to being neither downgraded nor deactivated prior to the conclusion of the initial trial. Customers are informed 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 can confirm the customer has received a refund of $39.98 which was disputed with their financial institution.
We hope we've provided a more accepted resolution for the customer as we appreciate their patience on the matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept...
I did open a ticket to inside of the 14 day period and never received a timely response let alone any response!!!... No further instruction was given. No additional information was receive. No attempt was made to address my initial email. Additionally, I have been charged several month subscriptions since that point in which I have not used service. Had the organization offered a tangible solution and offered options to return their product and quite frankly honored their initial offering, I would have promptly returned the equipment within the advertised timeframe and would not have had to spend countless hours disputing this. The mere fact that this organization makes it difficult to reach out to them in order to return product is an integrity issue for me. I have no issue paying for any prorated services rendered... However I am not interested in contributing to a company's profits built on partially honored advertisement and misleading offering... I have NEVER pursued anything like this, nor would I unless it was a reasonable claim. Additionally, I know I am not the only person who this company is profiting from in this manner and as a CEO of a repeatable organization for 15 years who pride himself on integrity and customer service, someone needs to ensure organizations built on this type of dishonest platforming is held accountable...
THEREFORE,
Counter Offer:
I am prepared to pay for any Prorated data usage (within reasonable market share value of data for kb which is currently established and/or prorated month access for the dates stemming beyond the 15 day as a result of the device remaining automatically connected and accruing additional usage)...
-Refund my account the monthly access charges pursuant to the original Revdex.com complaint based on the record of charges (for the exception of said prorated monthly access representative of the date of use reported...
-Provide me with instruction on how to return your equipment and refund me any equipment charge...
I will continue to pursue this until an honest attempt is made to do right by a honest paying customer...
I bought an Azpen tablet from HSN in December 2017 which included a data plan/Sim card from Freedompop with 500MB free data a month, I decided to add on rollover data to the Sim card. Since then I have had nothing but issues so I decided to cancel the rollover because I have NEVER been able to get the card to work. I've reached out to Freedompop on numerous occasions and unless I buy a customer service plan to talk to someone I have to communicate through email which has been an even worst experience. This company is nothing but a HUGE ripoff that wants to take your money and not provide the services that I am entitled to. Furthermore the card is suppose to be a 4G LTE and from what I can tell it only provides 3G but I am not 100% because I cannot get the data to work at all! This company is a sorry excuse for a wireless data company and I cannot believe that HSN would partner with such a horrible company
Product_Or_Service: Azpen tablet
Other (requires explanation) I want my services that was part of the tablet bundle to work properly. I want to be able to use the data that I was promised.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity. However, we were unable to locate an account given the credentials associated with this complaint.
We ask the customer to provide the email associated with their account so we may take a look.
Their service is advertised as a free cell phone service. You pay for the sim card, a $2.99 charge, and it starts your trial period. As long as you cancel service during the trial period, it will keep you on the "free" plan. However, almost immediately I was charged $98.88 despite having canceled the service when I found out you can't use it without downloading their software to your phone. I was never informed of this charge or ever emailed any kind of receipt. And since they already had my information from the sim card purchase they were able authorize a withdrawal from my paypal account. 6 months later, they have now charged me $128.99, supposedly for the same plan. Not only did they raise the price of the plan $30, in doing so it circumvented any block I had set up for the $98.88 because the transaction was seen as a different amount and could then be processed as normal. This company practices sneaky tactics to steal money from people. Their unexpected charge to my account overdrew my checking.
Other (requires explanation) I want a full refund from the company for $227.87 and for them to be forced to send out a notice to every customer prior charging them and automatically withdrawing funds.
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 6/2/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the customer did not downgrade nor cancel their account prior to the renewal, the account continued to incur renewal charges which are considered valid. However, as the customer canceled their account on 1/5/19 we have issued a courtesy refund in the amount of $128.88 which was incurred on their latest renewal. We ask the customer to allow 3-5 business days for the refund to process.
Unfortunately, the customer is not eligible for any refunds beyond the one mentioned above as the remainder are valid.
As we can confirm the account remains canceled and a refund has been honored, no further action will be taken on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
I downgraded the service immediately after receiving the sim card. At no point during that process did it ever mention there was a $20 charge to do so, leading myself and many other customers to believe they have downgraded only to be surprised months later by yet another charge. Weeks later, I am still waiting on the refund they claimed to have sent.
Our customer's are prompted with a notification asking for their consent to proceed with downgrading their account which would incur a $20.00 in account credit should they not meet our requirements. The following is taken directly from the notification:
"Because actual data usage may be delayed up to 3 hours, to protect ourselves from fraud and leakag, you must have a minimum account balance to be on 100% Free account. Downgrade and add $20.00 in top-up credit?"
However, our records indicate the $20.00 was not successfully captured on 12/22/18 nor was it captured on 12/24/18.
Regarding the $128.88, it appears the charge was disputed and the amount was reversed on 12/22 so the payment was cancelled. Therefore, the customer must resolve the issue with PayPal as there is nothing more to be done on our end.
No further action will be taken on this complaint as the customer will have to resolve the issue with PayPal and their account was canceled on 1/5/19.
I am in need of a complete refund in the amount of $150.00. The problem with Freedom Pop is that it is falsely advertised as compatible with only the Sprint Network, not with both the Sprint Network and the AT&T network. Although this complaint may come across as strange, for my particular purposes, I require only the Sprint network on the phone in question. It cannot alternate between networks Sprint and AT&T. I have never used the service.
Other (requires explanation) Please issue a complete refund in the amount of $150.00. I wanted a provider that is compatible with only the Sprint Network. This service is compatible with both Sprint and AT&T. It was falsely advertised. Therefore, I am in need of a complete refund.
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 12/12/18, which included a free trial of our annual subscription for Premium LTE 2GB Unlimited. This trial becomes a paid subscriptions that is charged annually 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 states they were not informed of the LTE SIM Kit being powered by AT&T, however, our records indicate the submitted an inquiry (***) on 11/15/18 regarding this topic and were informed of such information on 11/19/18. Therefore, the customer was informed of the device's functionality prior to their order.
Unfortunately, the customer is not eligible for a full refund as they did not cancel prior to the renewal of their billing cycle. However, we have honored a prorated refund in the amount of $113.48 for the months remaining on the customer's Premium LTE 2GB Unlimited annual plan ($119.88) which were not used. The customer will not be refunded the $9.99 for the LTE SIM Kit as they are out of the 14-day money back window, nor will they receive a refund of $16.99 which is associated with shipping. Our TOS clearly state "Shipping and handling charges are not refundable." We have provided a link to our TOS which the customer may refer to at any moment.
***
We ask the customer to allow 3-5 business days for the refund to process.
Regarding the $20 incurred upon downgrading, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
As the customer canceled their account the same day as the $20 incurred, we have reversed this charge. Again, we ask the customer to allow 3-5 business days for the refund to process.
We can confirm the account remains canceled and no future charges should incur with this account.
No further action will be taken on this complaint.
The company is advertising free service only to charge you for things that are not made clear up front. Then months later charging me for more services I didn't ask for.
Product_Or_Service: Cell phone
Other (requires explanation) All money paid by me refunded to my credit card.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 4/7/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium LTE 2GB Unlimited plan on 4/9/18 and were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active until 12/21/18 when the customer canceled their account online using the self-help tools mentioned above. Therefore, we have issued a prorated refund of $22.45 for the unused months of FreedomPop Phone Premier Semi-annual ($26.94). We ask the customer to allow 3-5 business days for the refund to process.
We do offer a Basic Plan at no cost should the customer downgrade their plan and deactivate the add-on services prior to their renewal.
Regarding the $15 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 $15.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
Therefore, as the customer consumed 4.60GB for an allotment of 220MB during the cycle of 4/10/18-5/10/18, the charges are valid.
We can confirm the account associated with ***@gmail.com remains canceled and should no longer incur any charges.
Carrier cancelled my account without my permission leading to loss of my telephone number of 20 plus years. Further carrier has double billed me in the past, and falsely indicated some services are free that are not free.
Other (requires explanation) Please unlock my phone and allow me to reclaim my phone number with another carrier.
We're sorry to learn of the customer's unsatisfactory experience with us regarding the cancellation of their account. However, this has been due to a violation of our agreement with the customer. Our records indicate the customer disputed a charge which has in turn resulted in a cancellation of their account associated with MEID ***. 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."
Therefore, as the device is linked to an account with a dispute, it is not eligible for reactivation. However, we will temporarily reactivate the phone number so the customer may port out. We ask the customer to reach out via email at ***@freedompop.com with Revdex.com CASE#: 668715 provided in the subject line so we may proceed with the reactivation of the phone number.
We look forward to the customer's email so we may assist them with their port out.
(The consumer indicated he/she DID NOT accept the response from the business.)
I partially accept this response but will have to see if the vendor will indeed reactivate and port out the number.
Additionally the phone I purchased remains locked and useless to me - essentially held hostage by this vendor because they double billed me and I did not roll over and allow it.
If they unlock the phone and allow me to recover my phone number I would consider this matter adequately addressed. I would need to confirm both steps have been taken to accept the response and close the matter. To date they have not even yet allowed me to port out my number.
Our records indicate the customer has successfully ported out phone number *** as of 2/12/19. The customer's device associated with *** has also been released. We ask the customer to please keep in mind the gaining carrier must be an MVNO carrier.
The account associated with ***@gmail.com has once again been canceled and will remain so.
There is no further action needed on this complaint as the device has been released along with the phone number being ported out.
(The consumer indicated he/she DID NOT accept the response from the business.)
I accept the terms of the resolution, specifically to allow me to port out my number and to release the phone.
Once those to things are done I will mark this incident resolved.
At present though the phone is not yet showing as activated to allow the port. If there is some action needed on the phone to make this occur please provide instructions.
FreedomPop has shady practices when it comes to billing. For example, it does not list upgrade costs explicitly. According to FreedomPop's own support page, if you sign up for the $20/ month, 2GB plan and you have already passed 15 days out of your 30 day billing cycle, you will be charged $10 and you will get just 1GB. When your 30 day billing cycle is completely over, you will be charged the full $20 and you will get the full 2GBs of data.(71) In practice, when a user try to upgrade a $25 2GB plan with (2GB consumed) to a $30 3GB plan 15 days into the billing cycle, FreedomPop will charge users $15 (half of $30) and grant the user an additional 1GB. The end result would be the user pays $55 in a 30-day bill cycle, but gets only 3GB data in total. That is done all without telling the user explicitly about the cost, and there was no way to get any refund not even if the user is willing to revert to the 2GB plan. There is also no documentation on such billing practices, the customer service would not explain how things work and just say the billing is correct. The users are left alone in trying to understand what was going on.FreedomPop does not send notifications regarding renewal billing.FreedomPop also requires a payment account and requires auto credit top up that can be turned off but requires a $5.00 charge.If you are a new member you need to downgrade from its services and downgrade your plan in order to not be charged and turn top up off tooThey forces users to top up a credit balance, users need to keep a keep a minimum balance of $20 at the time of billing statement. If not, they auto top up either 20 dollars. They automatically expire the previous balance, which users will have to manually activate to get them back through a hard to find link. Is this even legal?
Other (requires explanation) I don't want a refund or billing adjustment. Money penalty just doesn't do enough justice. This company should be investigated and closed down. Their executives should be locked up with criminal charges.
When a customer upgrades a plan midway through their billing cycle, a prorated charge is incurred for the prorated upgrade. This is done so the customer may enjoy a full billing cycle's service as opposed to paying for the a full billing cycle's upgrade and not being able to enjoy it.
Regarding the account credit, credit on an account can be used towards data that exceeds the account's data plan limit. It cannot be used towards a monthly plan or service bill. FreedomPop credit becomes inactive if not used within 30 days - but this credit can easily be re-activated at no cost.
This may be achieved by Logging into an account at my.freedompop.com> BILLING> "Your credit balance has expired. Activate Credit."> "Activate Credit"
The customer's unsatisfactory experience has been noted and will be shared with our team as we appreciate their feedback.
There is no further action needed on this complaint.
Incident: XXXXXX XXXXXXBasically called in Late Nov and was told by the sales rep that my unlocked phone qualified for wireless and offered to sign me up. I proceeded to purchase online as I did not like giving out my info over the phone.Once the device came in I tested it out and was able to use it over wifi but not on the unlocked phone.I called the company and was told that I needed to pay for a support plan to setup the phone.I then called back and told the sales rep what the first rep told me and the lies. The said I was out of luck and could do nothing to help me.I asked to speak to a supervisor but they said they were not available.I emailed them to ask for a supervisor and the response provided was:We have reviewed your case with my manager and unfortunately this one does not apply for an escalation. We appreciate your understanding in advance.
Order_Number: XXXXXXXXX.
Other (requires explanation) Recently, they had a promotion that new customers will be provided a free smartphone if they sign up.Since I technically never signed up due to the lies, I asked them to honor it, and they said no.They have apologized for the mistake and state I am a "valued FreedomPop customer" but are not willing to make things right.
e're sorry to learn of the customer's unsatisfactory experience with us regarding the returned devices. Our records indicate the customer refused orders #*** and #*** but did not receive a refund for both devices as the accounts failed to cancel in the process. As the account did not cancel, the accounts continued to incur renewal charges.
We can now confirm the accounts have been canceled and all charges have been refunded. We have refunded in the amounts of $39.98, $32.98 and $9.99 associated with Order #***. We have also refunded $39.98, $32.98, $5.81 and $4.99 which were associated with Order #***. We ask the customer to allow 3-5 business days for the refunds to process and reflect on their end.
We can now confirm both accounts associated with *** have now been canceled and all charges reversed. We appreciate the customer's patience and understanding throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is not my account.
I have no idea what they are talking about.
My account has two charges:
$16.98 charged on Nov 29th after I was assured by the sale rep that my phone qualified for their service
a 20 dollar charge that has been recovered once I reported it to paypal
We apologize for the confusion in our previous response.
Our records indicate the customer canceled the account associated with sign up order #123913805 on 12/27/18. Therefore, as a courtesy, we have issued a refund in the amount of $16.98 which was incurred upon sign up. We ask the customer to allow 3-5 business days for the refund to process.
As the customer has sought a resolution with PayPal for $20, there is no need to reverse this charge as it has already been done.
We have provided a link which will direct the customer to our knowledge base where they may find information regarding our SIMs. We ask they have a look at their convenience.
***
No further action will be taken on this complaint.
The company has credit my account for the my initial payment. I am happy they have seen the error of their ways and hope that employees are trained properly on servicing their customers.
Freedom Pop charged me 38 dollars and I never agreed to any automatic payment. I did try this service for about a week two months ago.
Over two months ago I tried Freedom Pop for their cheap price. I did not like it and only used less than a week.
Then today I get an email from Pay-Pal telling me Freedom Pop has taken out 38 dollars from my account.
I signed no papers and agreed to no such thing.
They have not been authorized to take money out of my account. I want my money back. I tried to contact them today but was sent to another site that was selling us over 65 some kinda medical device.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a FreedomPop SuperNova (Order #***) on 9/7/18, 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.
As the customer did not downgrade nor cancel their account prior to the trial coming to an end, the charges are considered valid and non-refundable. This is stated in our TOS and agreed to once an order is placed. The following is taken directly from our TOS:
"IF YOU DO NOT AGREE WITH ANY OF THESE TERMS, DO NOT ACCESS OR OTHERWISE USE THIS SITE, ANY SERVICES MADE AVAILABLE THROUGH THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITE."
The customer may refer to our TOS for further insight.
https://www.***
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
(The consumer indicated he/she DID NOT accept the response from the business.)
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.
I ordered over the phone and was told nothing about having to cancel or I would be billed every two months even if I used it or not.
They have manufactured a way to steal from people.
I went to my email to check and see if I missed their email and this is what I found... No messages matched your search. You can broaden your search to look in "Mail & Spam & Trash".
If Freedom pop would resent the email they say they sent me,and I find it in my email search, then this can be all cleared up.
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.
Per customer request, we have resent a copy of the customer's sign up order #XXXXXXXXX. This copy has been sent to ***@gmail.com. Along with sending a copy via email, the customer can find an attached file in this complaint which consists of their sign up order. In their sign up order, the customer will notice we explicitly state the cost of their subscriptions once the 14-day trial comes to an end.
The customer can manage their subscriptions by following the instructions provided in the links below:
Cancel Account - ***
Downgrade Plan - ***
Add/Remove Services -
(The consumer indicated he/she DID NOT accept the response from the business.)
These people are crooks
Company has charged me $41.92 for a services I didn't use at all and they don't want to provide a refund.
I have noticed that company has charged me $41.92, but I haven't used any of their services and didn't intend to. Also I have contacted their customer support same day as I have notice charge on my account.
They have told me, that I can cancel my account, but they will not provide me a refund for a service that I didn't know I will be charged for.
For a "valued customer" that they refered me as, I don't feel as valued if they don't issue a refund for a service that I didn't use and they have advertise as a "free service" in online ads.
I want a full refund of $41.92 as in online ads there is no saying I will be charged anything, as their services were advertised as "free". Also they didn't want to offer me a refund for what I was asking for, even if I didn't use their services at all. I don't feel as "valued customer" as they have said in their e-mail response.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 11/23/18, 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.
As the customer did not downgrade nor cancel their account prior to the trial's conclusion, the renewal charge is considered valid. However, this has been refunded as a courtesy. We've reversed the charge on 12/26/18 and ask the customer to please allow 4-7 business days to process.
We can confirm the account was canceled on 12/25/18 and should no longer incur any charges.
There is no further action needed as the account has been canceled and the refund honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
I tried FreedomPop after positive reviews online. The price also seemed pretty good. I ordered a mobile hotspot and it shipped but the battery was defective. I called them to help me get this sorted out. 2 months later, I still had no battery and I had probably 7 or 8 people tell me that "this issue was escalated to a higher level". But no delivery date for the new battery.
If you happen to need to deal with their customer service - it is by far one of the worst experiences you might ever deal with in your entire life. I was in the automated system for a very long time and when I'd get a live body, they would tell me to go back to the automated system.
Maybe I was the exception to the rule, but this was probably the worst customer service experience I have ever had in my entire life! I will never use FreedomPop again and will be sure to let anyone I know to be careful using them.
Freedompop activated two lines on my account and charged my account without my permission. There are no phones attached to my account and they activated the lines anyway.
Other (requires explanation) I am requesting a $100 refund for activating the lines with no phones attached to my account.
We're sorry to learn of the customer's unsatisfactory experience. Our records indicate the customer had two accounts which were activated via our BYOD funnel. This is As the customer failed to downgrade and services were rendered, all charges are considered valid on our end.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
We can confirm the accounts have now been canceled and should no longer incur any charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
The accounts which were charged were inactive for over a year. There was no device attached to the accounts. Since there was no device attached to the accounts, they fraudulently charged those accounts for service.
We're sorry to know the customer does not agree with our stance on the complaint. However, as previously stated, we provide customers with explicit instructions on how to downgrade or cancel their account whenever desired. Therefore, as the services were rendered, the charges are considered valid on our end.
We apologize for any inconvenience this will cause on the customer's end as no refunds will be honored.
Lousy service. Support is just another revenue avenue. From reading the complaints on their site I'm surprised they are still in business. I'm surprised they kept the FAQs up. Sorry, nothing more positive to say.
You will never speak with a customer service person. Everything except sales is dealt online so when you have canceled and still get billed, you will have to try to resolve the issue on your own. I took the bait into the promo but decided it was not for me. I attempted to cancel and had to figure out the whole 8 step process through hidden buttons, drop down menus and such. I thought I had the contract canceled, I didn't set anything up with the product...no phone number claimed, no product use, no email address etc. I was billed through PayPal (you have to give a payment set up to receive the "Free" promo) After I called several times and figured out that if you select the option for "sales" you get a real person but they just want sales calls so they transfer you to "billing". but since I did not have a number, the automated system tells you to "have a nice day, goodbye" and disconnects. The 2nd and 3rd time I spoke with "sales", I asked for the direct number to call "billing" but was repeatedly told that there is not an outside number for billing and before I could ask any questions or try for other info I was transferred so fast that I was cut off. Sales agents are only wanting to give their canned spiel. I am currently attempting to dispute the fees with PayPal.
Product_Or_Service: SIM card STS
Account_Number: I never established
Other (requires explanation) I did not use the product at all. I want to be refunded all fees/charges.
The customer has three 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 associated with order #*** was canceled on 8/23/17 and did not incur any charges thereafter. However, the customer still had two accounts active which continued to incur renewal fees accordingly.
Our records indicate the customer ordered an LTE SIM Kit (Order #***) and another LTE SIM Kit (Order #***) on 8/4/17, both of which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $89.94 which is associated with the account signed up to Order #***. We were unable to successfully capture the original payment on 9/11/17. We have also confirmed an outstanding payment in the amount of $89.94 which is associated with the account signed up to Order #***). As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
We can confirm this accounts were canceled on 12/19/18 and no further charges should be incurred with either account. As the charges are considered valid on our end due to not being downgraded nor deactivated, the refunds have been denied.
(The consumer indicated he/she DID NOT accept the response from the business.)
I really never did use the product. I will attempt to request a cancellation and dropping the fees
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 on our end. However, as a courtesy, we have issued two prorated refunds each in the amount of $44.97 for a total of $89.94. We ask the customer to allow 3-5 business days for the refund to process.
Unfortunately, no further refunds will honored and no further action will be taken on this complaint as the accounts will remain canceled along with prorated refunds being honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
The refund was received and I Shoreview it. Thanks
FreedomPop is charging me for an account that I did not open and do not use.
I was charged $106.56 on 11/11/2018 for a "second SIM card line" on FreedomPop that I did not open. I do not know how this line was added. I have one SIM card and ONE phone number with them. I talked to *** G in customer service back and forth all day on 12/19/2018. He has stated that there are no refunds for services or plans. I logged into my account to cancel the account in question and received an error message saying that it cannot be cancelled. Now I have a service account that I DID NOT OPEN and I CANNOT CLOSE and yet I am responsible for payment?? This second "SIM card" account has been open since 10/11/2018 and has never been used and does not have a phone number associated with it. It needs to be cancelled and I need to be reimbursed.
I would like a full refund of $106.56 and an apology.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's Order #*** was placed on 10/11/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
However, as the account was canceled on 12/20/18, we have issued a courtesy refund in the amount of $71.94 which was incurred for the Premium LTE 2GB Unlimited plan. The $26.94 was refunded on 11/12/18. We ask the customer to please allow 3-5 business days for the refund to process.
As the account has been canceled and refunds honored, there is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
Said they would refund me and cancel my service and did not. Now they wont respond to my attempts to contact them.
I never received their product and therefor never set up the service or anything. I got charged on November 8th 2018 for the amount of $34.98. I contacted them on November 11th, via email as I couldn't get any live person on the phone, informing them that I never received the product and therefore couldn't set it up or cancel. They confirmed that the product was never activated and stated that they will refund me and cancel my service. On December 9th 2018 I got charged again for the amount of $39.98. I again contacted them via email, after trying again to call them but again was unable to speak to a live person, on December 9th 2018 about the charge which I shouldn't have received due to them canceling my account and the fact that I had never received my initial refund. I was then informed by *** that my "requested refunds are subject to approval" and that they "raised this concern to our higher level of support for further of support and approval for your requested refunds". I have not heard anything since even though I have tried to contact them again.
I want a refund for all three charges I have recieved from them in the amounts of: $9.99 $34.98 $39.98
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some assistance with the refund request. However, our records indicate the customer's account associated with ***@yahoo.com was canceled on 12/9/18 and so a refund in the amount of $34.98 and $39.98 were issued on 12/20/18. We ask the customer to allow 3-5 business days for the refunds to process.
However, the $9.99 refund request which was incurred for sign up order #XXXXXXXXX was not honored as it exceeds the 14-day money back policy.
We can confirm the account remains canceled and no further charges should be incurred.
There is no further action needed on this complaint as the customer has been refunded.
I am being charged for unauthorized purchases
On December 19th I purchased a 3in1 SIM card for my mom. I set everything up successfully for the $0.00 plan. About an hour later I received a message That I was enrolled in the automatic top off plan for $20. To remove this from the account you have to agree to accept a $6.99 plan that you can disable after. So I clicked yes then disabled the plan immediately. So I was back to a $0.00 plan. There is no customer service information except for an email. I sent an email explaining everything. The response was that everything is valid and the charges will not be reversed, but they understand how it's frustrating. So now I'm being billed $6.99 for the minute that it took me to disable it.
I would like the $6.99 refunded. I would also like the option to approve charges in the future. Not just receive a message stating that different things are being applied to my account without my authorization!
We're sorry to learn of the customer's unsatisfactory experience with us regarding the $6.99 incurred upon activating safety mode. This service is added with the click of a button and must be done on the customer's end. Therefore it is considered valid upon doing so. However, we have issued a courtesy refund for this service on 12/20/18. We ask the customer to please allow 3-5 business days for the refund to process.
As a little insight on Safety Mode, this service is offered for $6.99 per month. With this service, a customer will get a one time addition of 500MBs of data -- added immediately to their account -- plus an additional 10% of data each month. This service allows a customer to enable or disable Top Ups at any time.
We can confirm the account's plan has been downgraded along with the add-on service being deactivated. Therefore no charges for these service should be incurred unless the customer upgrades or adds a service.
There is no further action needed on this complaint as the refund has been honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you