FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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I have had a Freedompop account for a few years. Last month I decided to downgrade my service to save on monthly expenses. I had previously had FreedomPop's Premium Plus service that cost $7.99 a month. I decided to switch to the FreedomPop MMS and Group Messaging which cost $2.08 a month and their Visual Voicemail which costs $2.68 a month. I did this because this is what my wife is getting and it works for her. This month I was charged $7.75 and my wife was charged $4.76 for the exact same service. I contacted FreedomPop several times about this issue and they told me it was due to fees and taxes that my wife had not paid. They sent me this fee scheduled:
CA EMERG TEL. USERS SURCHARGE
$0.02
CA TELECOM RELAY SYSTEMS SURCHARGE
$0.02
CA TELECONNECT FUND
$0.03
CA HIGH COST FUND(A) SURCHARGE
$0.01
CA ADVANCED SERV FUND SURCH
$0.02
CA UNIVERSAL LIFELINE SURCHARGE
$0.18
I then sent them another email stating that the fees should only come to $0.28 and that would mean my bill should only be $5.04,at the most, not $7.75. I also told them that I thought it strange that my bill was almost exactly the same as before I downgraded my services. I have not heard from them since.
Refund I would like to be refunded the amount I was over charged. I feel that I should have been charged the same amount as my wife,$4.76 a month, as we have the exact same service.
We're sorry to learn of the customer's unsatisfactory experience and appreciate the opportunity to provide some clarity on the matter. Our records indicate the customer incurred a charge in the amount of $7.75 on 11/30/18. This charge includes FreedomPop MMS and Group Messaging ($1.99), Visual Voicemail ($2.49), FreedomPop Administrative Fee ($2.99), Regulatory & Recovery Fees ($0.28):
CA EMERG TEL. USERS SURCHARGE ($0.02)
CA TELECOM RELAY SYSTEMS SURCHARGE($0.02)
CA TELECONNECT FUND ($0.03)
CA HIGH COST FUND(A) SURCHARGE ($0.01)
CA ADVANCED SERV FUND SURCH ($0.02)
CA UNIVERSAL LIFELINE SURCHARGE ($0.18)
Our customer's recurring bill has been updated to include required taxes and regulatory fees as mandated by local, state and federal agencies. Please note these will be identified as Regulatory and Recovery Fees on future billing statements.
The Administrative Charge is applied per line, per month by FreedomPop to help defray various costs incurred by FreedomPop, including, but not limited to: charges we, or our agents, pay local telephone companies for delivering calls from our customers to their customers; fees and assessments on our network facilities and services; property taxes; and the costs we incur responding to regulatory andgal obligati leons. The Administrative Charge appears as a separate line item under FreedomPop Surcharges of your invoice. This charge is not a tax and is not an amount we are required to collect from you by law. The Administrative Charge and the components used to calculate this charge are subject to change from time to time.
However, as the customer deactivated FreedomPop MMS and Grouping Messaging, a refunded in the amount of $7.75 was issued on 12/20/18 and should now reflect on their end.
The customer then incurred a charge in the amount of $3.27 for FreedomPop Administrative Fee ($2.99) and Regulatory & Recovery Fees ($0.28). We have reversed this charge as the customer is now on the basic plan. We ask the customer to please allow 3-5 business days for the refund to process.
Regarding the $0.01 incurred for account maintenance fee, this fee is to ensure card remains active on the account, this is applied per our terms of service which must be manually agreed to upon sign-up. The customer will incur a maintenance fee is they use less than 5MB or make fewer than five (5) calls in any given month. As a courtesy, we have issued a refund for the last two charges each in the amount of $0.01. We ask the customer to please allow 3-5 business days for the refunds to process.
We thank the customer for their patience and understanding.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
It seems like they could have solved this issue much easier if they just had a little more respect for their customers.
I continue to attempt to cancel service with this crooked company and they continue to give me the run around. I fill the necessary forms out, they tell me they are forwarding everything to the company directly, but I continue to be billed every month.
Other (requires explanation) I would like this account closed and credited.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity.
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.)
I am a very computer literate and the main objective of this company is to make it extremely difficult to cancel an account. This evidence can be found not only by utilizing their website and the hundreds of posts to the internet about this company. A great deal of reconsideration should be given to their "B" rating - more like an "F-"
If the customer is still unable to cancel their account, they may provide the email and phone number associated with the account so we may investigate for any discrepancies. The customer may also give their consent so we may cancel the account on their behalf.
Freedompop refused to refund me for service and cell phone plan that I did not use or intended to use. I signed up for a 14 day trial, but my phone was not ready so I forgot about the 14 days window. On the 15th day from the shipment, I was charged a monthly fee of $32.98 on 12/12/2018. The next day I realized the charge on my credit card and went online to change the cell phone plan, thinking that since I did not use or activate my phone, I could get a refund. While I was exploring the options, before making a decision what services and plan to include, I clicked one service option and my credit card was immediately charged $3.99. Afraid that I would be charged again for anything that I click, I downgraded to $0 plan. Then I tested if everything worked. I hadn't started using my phone when all those charges were made. I submitted a ticket to ask for a refund since I did not use or intended to use those plan or services, but was told by the customer service representative *** that there was no refund, and told me to "enjoy" the plan and service which I did not even want. I think Freedompop is luring in customers and then forcing them to pay more than they want. I've used other carriers, they all can do prorated refund if not a full refund. Freedompop's no-refund practice is not reasonable or acceptable.
Product_Or_Service: cell phone plan
Account_Number: XXXXXXXXXX
Other (requires explanation) Freedompop should refund me $36.97 for the plan and service that I did not use or intended to use. The charges were made before my phone was activated.
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 LTE SIM Kit (Order #XXXXXXXXX) on 11/25/18, 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 their account prior to the 14-day trial concluding, the account incurred a renewal charge which is considered valid and non-refundable as the service would be active for the month's cycle. Therefore, a prorated refund was also denied by our representative.
Although the customer states they did not activate their device, our devices are shipped activated to ensure the experience is as smooth as possible. In the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped.". The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
As the customer's account was canceled, we have issued refunds in the amounts of $32.98, $20 and $3.99. We ask the customer to allow 3-5 business days for the refunds to process.
There is no further action needed on this complaint as the account remains canceled and the refunds have been honored.
Thank you for your email. Yes, the case can be closed.
For months now, I have attempted to close my FreedomPop account as I recently moved to AT&T Prepaid and switched email accounts. Unfortunately, the website's management is abysmal, as the account cancellation feature does not work. I tried on multiple browsers and devices, none of which brought any success. I also inquired through the free customer service program over email three times. Two of the three times that I tried, a reply that was promised from a member of customer service never arrived. The third and final time came with no success; all I received were self-help options and an offer to talk to a real human being over the phone, but for a fee. I also attempted to inquire over the phone, but the self-help options were to no avail. My number supposedly was associated with multiple accounts even though a prior account I had with FreedomPop closed a while back.
Other (requires explanation) I want my information and card number removed. Lastly, I want my account closed.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
However, we were able to log into the customer's account associated with ***@gmail.com and cancel the account per request without any discrepancies. We were able to cancel the account by logging in and selecting "Settings" > "Account Status" > "Cancel".
There is no further action needed as the account has been canceled per request.
On December 2, 2018, I was charged, TWICE by this company. Once for $113.88 and once for $32.98. I, immediately, reported this to PayPal stating that I did not authorize these transactions. This company stated that I ordered 2 SIM cards from them, which I did not receive, had I not remembered ordering them, I still don't have them. They then charged me for service on these SIM cards. After PayPal sided with the company, despite again, NOT receiving anything from them or activating ANY services. The connection with this company was deactivated immediately from my PayPal account, so they could not take any more money. I attempted MULITPLE times to contact the company via the email they have on their VERY difficult to navigate, website with no answer. I finally "submitted a ticket" from their website and hey are refusing to refund any monies due that it was not within 30 days? This was only 13 days ago that I was charged. That is within the 14 day cancellation period that was mention when they FINALLY did answer my "ticket." I am EXTREMELY upset and angry over this!! That is $146.86 that was taken from my bank account, that was not used on my Christmas presents!! I am a public servant, we do not make a lot of money and I can not afford to just throw away $147 on NOTHING!!!!
Product_Or_Service: N/A
Order_Number: N/A
Account_Number: N/A
Other (requires explanation) A FULL REFUND OF ALL MONIES
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity. Our records indicate the customer has two device-accounts associated with ***@gmail.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc.
The customer ordered an LTE SIM Kit (Order #***) on 11/15/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited ($71.94) and FreedomPop Phone Premier ($41.94). 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 device was shipped on 11/15/18 and the return qualification date was 12/1/18. As the customer did not meet the return qualification date, they were charged validly on our end. The customer canceled their account on 12/5/18 using the self-help tools mentioned above. As a courtesy, we've issued a prorated refund in the amount of $94.90 for any unused months remaining on the subscription. We ask the customer to allow 3-5 business days for the refund to process.
Regarding the account which was charged $32.98, or records indicate the customer ordered an LTE SIM KIT (Order #***) on 11/15/18, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Phone Premier. As the customer failed to downgrade or cancel their account before the 14-day trial came to an end, the account incurred a valid charge of $32.98. As the charge is considered valid, a refund has been denied.
We can confirm both accounts have been canceled and no further charges should be incurred.
No further action will be taken on this complaint as the accounts have been canceled and a prorated refund has been issued.
(The consumer indicated he/she DID NOT accept the response from the business.)
Neither of the devices were activated, as I never received them. ,Yet, I have been charged for these because I didnt cancel within the alloted time. I didn't know I had the subscriptions until I was charged for them. Therefore; was impossible to know I needed to cancel anything within any time period. I only made the accounts in order to cancel the subscriptions before any further charges were accrued.
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 were considered valid. However, as an extended, we have issued a refund in the amount of $32.98. We ask the customer to allow 3-5 business days for the refund to process.
There will be no further action taken on this complaint as the accounts remain canceled and another courtesy refund has been honored.
Actually zero stars. This company is a scam, indeed tried them over a year ago, service did not work, so I cancelled. Then a month ago I am charged 27.98 and then the same again this month. Email customer support who refuses a refund. I am working with my bank and also Sprint on a law suite.
The company charged me for service for a sim card that sits inside an unopened original package for close to a year. They refused to give a refund.
IIn Jan 2018 I purchased two sim cards from freedompop and ended up installing only one in a phone. The unused sim card sits in its original unopened package. I just realized a few days ago that freedom pop has been charging me for close to a year for a total of several hundred dollars. After verifying with them that they are charging me for service associated with a sim card that has never been used, I asked for a refund. However, they just claimed that they have activated the sim card and refused to provide a refund, even when I offered to return the unused sim card in its original unopened package for their inspection. When I logged in their website, the information displayed is for the sim card that I used in a phone, and not for the sim card that I had not used. It is natural for me to check various information for the used sim card and there is no real reason or motivation for me to check any billing information for a sim card that sits in its original unopened package. I did not realized that until a month or so ago when my wife told me that Freedompop has been charging my credit card. At that time I thought it was for the sim card that I used. I changed the plan thinking that it will remove the charges. However, I noticed that my credit card was still being charged and that is when I went through their website and discovered that they had charged me for the sim card that has sit in my drawer for close to a year.
It is inconceivable that they would charge me for services that I have not received and do not even know or aware is available. Their misleading website has also hidden the crucial information that I have been charged unnecessarily.
I would like them to refund me all the monthly fees they charged from my credit card since I have not signed up for any of the services they offered for the unused sim card. All I did was ordering two sim cards from them and then proceeded to use only one. I should not paying fees for services associated with a sim card that is never used.
We're sorry to learn of the customer's unsatisfactory experience with us regarding their account incurring renewal charges. However, 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 can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
I have been trying to reach someone from Freedom Pop regarding the two hotspot devices that I never got an opportunity to use, due to devices were faulty. I sent those devices back to Freedom Pop via FedEx. Freedom Pop continues to charge me fees for the services that I have never used.
Product_Or_Service: Netgear Unite Mobile Hotspot (2)
Order_Number: XXXXXXXXX./XXXXXXXXX
Other (requires explanation) I'm requesting full reimbursement of the fees FreedomPop charged and received payment from me.
We'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 ***@mdhs.ms.gov 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.)
Freedom Pop caused me to incur a bank fees of $30.00 per transaction, the fees amount to over $200.00 and I want those fees refunded to me .
Unfortunately, the fees the customer is referring to are not refundable on our end as the funds are not in our system. However, we can provide the customer with an email stating the charges were reversed so the overdraft fees may be waived by their financial institution.
The customer may provide the email of their choosing and update here.
We apologize for the inconvenience and look forward to the customer's response with an update.
(The consumer indicated he/she DID NOT accept the response from the business.)
The bank fees charged to me wouldn't appear in your system, however the fees were charged to me due to your company continued charges to my bank account for a faulty product and services I did not receive. I have provided proof of the bank fees charged to me because of your company's negligence. I would like the bank fees refunded to me immediately.
charges for an non activated account/sim card.
I have not activiated my 2nd account yet, nor have I used either phone at all. I was charged the 7.99 on 12-12-18 and my credit card was flagged on the site and with the company. I am not able to use my card at all now. I have 2 freedompop accounts. I surely thought I had downgraded all plans and services to the free plan, however I was charged for the account that I have not activated. Also they dont tell if pop up charged every month or 1 time until needed again. Services was put on just 1 account but both cancelled to free. Actually 2nd account that I have not activated, therefore the service count not be used. Why on earth would I need to have a extra service on a account thats not activated but completely downgrade a phone that has been activated. I downgraded before the trial period had ended and as soon as I noticed a problem with my credit card and from freedom I resolved to the best of my ability. I still dont have an answer as to how often the 20 charge will apply and why it was applied to an non-activated account.
I would like the 7.99 charge taken off the non activated phone. I would like to know if the 20.00 top up is every month or just a 1 time unless the services go over, such as 20.00 paid in june and it stays just 1 time then if i go over in october it is used or is it 20 each month which is not a free service so i want to cancel if that is the case. 1 line is suspended and the other is not activated. I have never used any services from freedom pop. Dont know why im charged.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 11/22/18, 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.
The customer downgraded their Premium 2GB LTE Unlimited plan on 12/10/18 they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which resulted in a renewal of the service until it was deactivated on 12/18/18. As the service was deactivated, the customer was honored a refund as a courtesy. We ask the customer to allow 3-5 business days for the refund to process.
Regarding the $20 incurred, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
The customer may reactivate their account credit should it expire. They may refer to the link below on how to successfully do so.
***
There is no further action needed on this complaint.
3 charges, all unintentionally chosen and services unused, and will not refund.
I signed up for freedompop.com's "free" service, they charged me 3 charges on Saturday 12/15 that I did not want. I contacted them immediately for a refund, and they are refusing after 3 support emails.
The 3 charges are
1) $32.98 for a new month of service: I tried cancelling before it before the service was billed, but their website was unavailable. Once the site was available, I had been billed an hour prior, I cancelled before using the service. They still will not refund it.
2) A $20 "top-up" balance, which was required in order for me to downgrade the service to the "free" option (there was no option of downgrading and not topping up)
3) a $6.99 fee for asking not to top-up in the future. Remarkably they call this "Safety Mode." I disabled that feature as soon as I found out it cost money, and still they won't refund that either.
This is advertised as a "free" service, and in one day I got charged $60 that they won't refund for NO service in return. They told me I would have to pay for phone support, so I emailed in.
I want a refund of $59.97 for all three services, as none of them were used and all were unintentionally purchased.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXXX) on 11/28/18, 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.
Therefore the customer's account associated with ***@gmail.com incurred a $32.98 charge for the services which were not downgraded nor deactivated. However, as a courtesy, the customer was issued a refund. 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.
This must be accepted when downgrading and is incurred with the customer's consent. Therefore this charge is non-refundable as the account was successfully downgraded to the Basic Plan.
As Safety Mode will remain active for the current billing cycle associated with the customer's account, it is not eligible for a refund. Customers are informed of the charge prior to clicking and accepting the service. With this service customers will get a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. A customer can also enable or disable Top Ups at any time.
The customer has opted out of Safety Mode and will not incur a charge upon their next billing cycle. Should the customer be interested in downgrading/upgrading an account or deactivating an add-on service, they may refer to the links we've provided.
Downgrade Plan - ***
Add/Remove Services -***
There is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
My objection is on two points
1) "This must be accepted when downgrading and is incurred with the customer's consent." If it MUST be accepted, how is it with my consent? I was trying to avoid further monthly fees by downgrading to the "free" service, and now I'm charged $20? Was this explained when originally signing up for the service (in which it is advertised as FREE and then a free trial of a more premium service is given for first two weeks)? In my haste not to receive further charges, I had NO choice (and thus no consent) to incur the $20 charge.
2) I do not want "safety mode" active at all. I disabled it within minutes of enabling it. The intention of putting on "safety mode" was to AVOID further fees! In order to avoid further top up fees I'm charged more? Ludicrous. The claim is that I was informed prior to incurring the charge, I assure you I was not informed or I (obviously) would not have done it (evidenced by as soon as I received the bill 5 minutes later I disabled it).
The business's claims that this is somehow legitimate business practice (and with proper inform and consent) is completely undermined by the FACT that I sought a refund within MINUTES of all 3 charges. What harm is it to them to refund these charges? These charges were extracted in bad faith, and will not be refunded like a carnival scammer.
If it is required to cancel my entire service (even the "free" service) in order to get this refund, I will be more than willing to leave the business's service.
In our TOS, we state "When downgrading to the free plan, an account balance is required to protect ourselves from fraud and leakage, as data usage can be delayed up to 3 hours."
The following is also taken directly from our TOS which is agreed to when signing up for our services.
***
"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. YOUR USE OF THIS SITE AND SERVICES SHALL BE DEEMED TO BE YOUR AGREEMENT TO ABIDE BY ALL OF THE TERMS AND CONDITIONS APPLICABLE TO YOUR USE OF THE SITE AND SERVICES. FREEDOMPOP MAY MAKE CHANGES TO THE CONTENT AND SERVICES OFFERED ON THIS SITE AT ANY TIME. FREEDOMPOP CAN CHANGE, MODIFY OR ADD OR REMOVE PROVISIONS OF THESE TERMS AT ANY TIME BY POSTING UPDATED TERMS ON THIS SITE AND/OR BY PROVIDING YOU WITH NOTICE OF SUCH CHANGES BY EMAIL USING THE EMAIL ADDRESS THAT YOU HAVE PROVIDED TO US."
As the customer accepted the notification of a $20 prior to downgrading their account, it is with their consent that we validly charged their account. Per our terms of service, continued use of services/website implies consent to new terms. Due to the account not meeting the required $2 without the account credit incurred, it is not eligible for a refund as this is a requirement.
Regarding the $6.99 incurred for activating Safety Mode, as this is done manually on the customer's end and the service being active for the current billing cycle, the refund has been denied.
If the customer no longer agrees with our TOS, they 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.)
1) Regarding $20 balance, if it's purpose is to prevent fraud then fine, cancel my account and refund the $20: no fraud there
2) Regarding the $6.99 - what FPOP seems to not realize is that I DISABLED the "safety mode" immediately after enabling it. So I am not receiving this "benefit" this billing cycle at all. This is the most egregious of these charges, and should most of all be refunded
Finally, their appeal to their T&C only proves my point, which is why i'm appealing to the Revdex.com, not the "followed the letter of the terms and conditions" business bureau.
BY ALL MEANS CANCEL MY ACCOUNT AND REFUND MY 26.99! Your wish of losing this customer has been granted! I'd cancel myself but there's probably some cancellation fee buried in your terms and conditions!
Worst ever - AVOID THEM - TOTAL SCAM AND FRAUD!
Worst ever - never use Paypal with them. Horrible "No Person ever" CS, you can literally NEVER talk to a person. Worst web site, obscure and impossible to navigate to get what you want, all set up to "upgrade you" from whatever you have. and if you want out - port your number - they block it. The FREE is not available, unless you trust them to charge you $20 on your account. I had to call Paypal and block them from charges, and then I had to dispute charges they made when I called them. NEVER GIVE THEM any way to charge you... Thiefs!
Purchased FreedomPop Sim for emergency and casual use phone. Works fine so far! Responses through email were prompt as well. So far so good! Just make sure you read each *** before you click "next" so you don't fine services you did not want.
I signed up for an account with freedompop over a year ago! It was a free trial that I had to supply them with my credit card information! I thought I had canceled service with them, but then recently, over a year later I was charged for a month of service I never used, and will never use! I tried to contact them by phone, but they wanted me to actually pay them more money just to be able to talk to a live person! I finally talked to someone over email days later, and they informed me I would not be able to get a refund! I feel scammed and defrauded! I just dony want this to happen to anyone else!
Other (requires explanation) Absolutely want a refund, I feel like that would be the right thing to do on their end! They basically stole my money!!
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM KIT (Order #***) on 3/15/17, which includes a free trial of our Premium 2GB LTE Unlimited ($24.99) and FreedomPop Premium Plus (7.99). These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $32.98. We were unable to successfully capture the original payment on 4/18/17. 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. P
lease 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)."
Although the charge is considered valid due to the account never being downgraded nor canceled, we reversed the $32.98 on 12/18/18 which should now reflect on the customer's end.
We can also confirm the customer canceled their account associated with *** on 12/6/18 and should no longer incur any charges.
There is no further action needed on this complaint as the refund has been honored and the account now canceled.
On 04/23/2018, I opened PreedomPop premier telephone account. But on 05/04/2018, I switched Premier account to free Basic 200 account, which is free of charge. PreedomPop switched my plan to Free Basic 200 and since 05/04/2018, I have Free Basic 200 plan(copy attached)but never removed charges and kept charging me as a Premier account. On 05/26/2018 they charged me $26.94. On 11/25/2018 they charged me again $41.94. I contacted online service agents *** and *** by emails(copy attached). They told me that they cannot refund my money.
Billing Adjustment I want FreedomPop to refund my money, they charged me.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 4/23/18, 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 Semi-Annual plan on 5/4/18 and 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.
Unfortunately, as the service is for a semi-annual (6 months), deactivating the service will not take effect until the next billing cycle. Therefore the customer is not eligible for a refund.
We apologize for the inconvenience.
(The consumer indicated he/she DID NOT accept the response from the business.)
On 4/23/18, I ordered Premium LTE subscribtion FreedomPop Phone Premier with free trial. Before this trial become a paid, I downgraded to 200 Basic, which is according advertisement Free. But FreedomPop still charged me twice, $26.94 and $41.94 as for Premier Account. I had premium account only for trial and Downgraded it to Basic 200. I want my money to be refunded $68.88.
The customer is correct in that they downgraded the Premium LTE 2GB Unlimited Semi-Annual plan on 5/4/18 and were no longer charged for this service. However, they did not deactivate the add-on service of FreedomPop Phone Premier which is why they incurred renewal charges.
However, as a courtesy, they customer was issued a refund for the latest renewal charge in the amount of $41.94 and the add-on service's deactivation will take effect on 5/25/19. We ask the customer to allow 3-5 business days for the refund to process and reflect on their end.
There is no further action needed as the refund has been honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accepting company offer. They refunded $41.94
I have been trying for two weeks to get their service to work with two of my unlocked cell phones. I finally gave up and ordered one of their cell phones. Still would not work with the sim they sent. Paid for an annual contract. Then they charged me twice! for $16.98 to try and get the other cell hooked up. Which still did not work and I did not authorize any charges. I have now spent two weeks of time and well over a hundred dollars and the service has not worked once. I put in 7 customer service requests. Only one was answered 4 days later. With the response of ohhhh, sorry we have never hooked up that kind of cell phone. It is a basic LG smartphone. Now I am dealing with the fraud prevention unit at US Bank to resolve this and plan on bringing freedompop to court. Also considering starting a class action lawsuit for all the rest of the people who have been scammed by this company offering false services which only work through a VOIP service if you can get it to work at all. Stay away!!!!!!
Product_Or_Service: Annual cell phone service
Account_Number: Contract
Other (requires explanation) $58.00 for service that never worked. $16.98 false charge$16.98 false charge #2$38.99 non-working cell phone Total $: $130.95
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer has been refunded for all requests excluding one charge in the amount of $16.98. However, as the customer's account was canceled within the 14 day return policy, we have honored the refund. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the accounts associated with ***@gmail.com remain canceled.
I downgraded to a FreedomPop 500meg free data plan at the end of August. I was charged a $15 downgrade fee. I was informed that this fee is automatically transferred to a top off credit on my account. What they did not disclose in the email was that this credit does not carry over. Two days ago my data usage exceeded the 500meg free data by about 120megs. Rather than using the credit that should have been on my account, FreedomPop charged me a $20.00 top off fee. While attempting to resolve this, I discovered the charge is automatically applied when you get within 200megs of your data limit. This automatic charge can be disabled by paying $6.99 per month. So, the 500meg free data plan is only free for the first 300megs. This does not carry over and can easily reoccur on a monthly basis. None of this was disclosed to me in the email.
Refund I request my $20.00 be refunded.
Thank you for the information. After making FreedomPop aware that I would be filing a complaint, I was notified that my issue would be escalated. Today I received a notice advising my refund request has been granted. This specific complaint has been satisfactorily resolved.
Sincerely
I resent purchased a free SIM card and hotspot from Freedompop. Then next day I found they gave me a new phone number. But I don't want to change number due to business. So I called and found I must have account number and code to transfer the number. The transfer wasn't successful. After I received the items, I sent email to cancel the phone service, wasn't luck to solve, because I had no account. The hotspot I didn't set up but never use it. Due to the service with free under the 500 MB. So I just sent the tickets to request cancel. But I found they have changed me one year phone service which was 138, and $40 for hotspot which never used. Now no matter what I call or file inquiries, I have no luck to get my refund, cause they say there's no account. I'm strong feel this is a scam phone carrier. And I want others who is looking for a cheaper service, do ever use Freedompop, cause it will wrap you off even more than att or Sprint.
Product_Or_Service: SIM card and hotspot
Order_Number: Not sure
Account_Number: No
Other (requires explanation) I deserve my $139 and &$40 two refund back since I never used and never had a account.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the customer has two device-accounts associated with __@_.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc.
The customer ordered an LTE SIM Kit (Order #121652761) on 11/12/18, 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 plan prior to the conclusion of the trial period, the account was validly charged. However, as a courtesy, a refund in the amount of $128.88 was issued on 12/8/18 as the account was canceled on 12/7/18.
Regarding the account associated with the Netgear Unite Mobile Hotspot (Order #***), this order includes a free trial of our Premium GSM 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
As the account was not downgraded nor canceled prior to the renewal date, the account incurred a renewal charge which is considered valid on our end. However, as the customer canceled their account on 12/7/18, we have issued a courtesy refund of $40.11. We ask the customer to allow 3-5 business days for the refund to process.
We understand the customer states they did not use their service, however, our devices are shipped activated. In the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped.". The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
Therefore, the sign up orders are considered valid and non-refundable.
As the accounts have been canceled and a refund issued, there is no further action which will be taken on this complaint.
I can celled my account on the phone and I expect a full refund since I never once used this service. freedom pop is nothing but a bunch of weasels you can't even talk to a representative without paying 15 bucks. should be shut down
Product_Or_Service: simple card
Account_Number: XXXXXXXXXX
Other (requires explanation) full and immediate 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 #XXXXXXXX) on 2/6/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $98.88. We were unable to successfully capture the original payment on 3/18/18. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
https://www.***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
The charge is considered valid as the account was never canceled nor downgraded. However, we can now confirm the customer's account was canceled on 12/7/18 and will no longer incur any future charges.
completely disgusted with this company. they charged my card. thats the only reason I realized this was going on. now they want to charge me more even though my account is cancelled? they wont even allow you to talk to a customer service rep unless u pay an additional 15 dollars. I never used the service or activated any sim card. I enclosed my bank statement to show charge.
We're sorry to learn of the customer's continued dissatisfaction with us, however, 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.
Our customers are provided with explicit details regarding a trial becoming a paid subscription after 14 days.
Unfortunately, as previously stated, the renewal charge is considered valid and not eligible for a refund.
I had service with them from November 2017-December 2017. I ended it before the next charge was to come due. I only used the phone the first month, and I got a phone with a different carrier with better service that I started using in mid December. A year later, November 2018, I get charged for services I am not receiving nor did I ever receive. I used the phone 7 times the first month according to their own record and never again. When I got a response from them they said it was collections from old services that we're not collected from The second month of service. The second month mind you that I canceled service before getting. And I did not use any service in or near that time frame. So the old charge/ collections was a lie. Then they told me I needed to be sure that my account was deactivated so no charges would incur again. So I made sure deactivated it, a month later I am charged again. This time through their FAQ section I am encouraged to cancel the account to avoid unwanted charges, which I thought I had done. I follow their instructions but then contact them for a refund through PayPal. First the email thru PayPal doesn't work, so then I have to find a way to email them. When I get a response they tell me since they are sorry for the miss charge error but since I canceled the account they cannot refund me. Their site told me to cancel. They seem to say whatever excuse they need to to be able to keep my money. 3 payments for 1 month of service can't be right.
Product_Or_Service: Cell phone service
Other (requires explanation) I would like my money back. $10.99 this month and $18.98 for last month.. so rounding down, the total is $29
We're sorry to learn of the customer's unsatisfactory experience and appreciate the opportunity to provide some clarity on the charges. Our records indicate the customer's account associated with *** was never canceled nor downgraded to our Basic Plan and so they were set to incur renewal charges.
Upon account review, we have confirmed an outstanding payment in the amount of $18.98. We were unable to successfully capture the original payment on 1/1/17. 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)."
Although the renewal charge of $18.98 is considered valid, we have honored the refund as the customer's account was canceled on 12/8/18. The customer was also refunded 10.99 which was incurred for Premium 500. We ask the customer to allow 3-5 business days for the refunds to process.
There is no further action needed on this complaint as the account has now been canceled and the refunds honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
My account was canceled without notification and took away my phone number that I ported over from my prior carrier
Without my agreement, freedompop emailed me my credit card was charged for $15 due to an automatic top up charge. I then found out they actually charged my credit card for $20. I have not agreed on either one f the charges, so I disputed the charge through my credit card. Freedompop then cancelled my account without any notification and because of the cancellation my phone number associated with this account is also taken away by them. This phone number is originally my number with T-mobile and I paid freedompop $10 to port over to freedompop.
Before disputing the charge, I tried to contact freedompop and they do not any support available. Since the cancellation I have been emailing them to resolve the issue. They insisted they have the right and would not address my issue. They said I agreed to their policy, which is not true.
I haved not provided with and agreed for the top up charge and cancellation policy. I do not expect customers would know and read that information if hidden anywhere on their website, if exists. It is more reasonable to alert customers before closing someone's account.
They mentioned freedompop uses the auto pop up charges and there is no way for customers to select a lower amount even if the over usage is below $1. And this is an auto charge and customers can not opt out. I would rather being charged for the extra usage not an amount freedompop decides.
My telephone number number is very personal and important for me. I paid $10 to transfer over from T-mobile rather than using your telephone number. Here are two options would work for me: 1 reactive my freedompop account with the same phone number without extra activation charge. I am ok if you want to deposit some credit into the account; 2 allow me to port my XXXXXXXXXX number out to a different carrier.
I have asked for a technical support number answered by a real person? I have been calling freedompop and never able to reach a real people can help me anything because the level of my account and now the account is cancelled.
Please help me on this issue.
1. reactive my freedompop account with the same phone number without extra activation charge. I am ok if you want to deposit some credit into the account; 2 allow me to port my XXXXXXXXXX number out to a different carrier.
We're sorry to learn of the customer's unsatisfactory experience with us regarding their canceled account. However, 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."
***
Therefore as the customer filed a dispute with their financial institution, their account was canceled as they violated our agreement.
The customer's account is not eligible for reactivation. However, as they ported in phone number 9165888813, we will temporarily reactivate so they may port out their phone number. We ask the customer to reach out via email at *** with Revdex.com CASE#: *** provided in the subject line so we may commence.
The accounts are not eligible for reactivation due to the violation of our agreement. We look forward to the customer's email so a representative may assist with reactivating their phone number.