FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
Phone: |
Show more...
|
Web: |
|
Add contact information for FreedomPop
Add new contacts
ADVERTISEMENT
I never asked for a single product or service from this company. I never authorized that they could really any payment from me yet they have billed my DEBIT card!! Several times a month in September, October, November until I realized it. I called them and they did nothing for me! They even confirmed that they saw that I have never used any of their products and still said they couldn't issue a single refund.
Other (requires explanation) I would love to have back the 400+ dollars that was stolen from me.
We're sorry to learn of the customer's unsatisfactory experience with us. However, as our service requires a customer to manually select a product and input their information, the charges and account creation is considered valid on our end. FreedomPop is not the entity responsible for investigating claims of identity/credit card theft. If a customer believes their personal information has been compromised by a 3rd party, the most we can do is cancel the account associated with their email and billing information.
(The consumer indicated he/she DID NOT accept the response from the business.)
That's all well and good FreedomPop, but this is the same reason you have HUNDREDS of Revdex.com cases! To say a customer did this is absurd. I ordered FREE Sim cards in March 2018. $0.99 shipping. I never received them or used them. You even verified on the phone that your service WAS NEVER USED BY ME AT ANY TIME! So tell me how you can bill me all different amounts mutible times a month without my consent??? You didn't bill until September! If I had signed up for service in March you would have billed me then. Please do not act like this is your first complaint. All over the internet and Revdex.com you have gotten in trouble for doing this exact thing! Now I know how you pay for your "free" service. I await your defense for this. I have at least 15 charges from you at random dates and amounts starting in September. What exactly would you say I paid for?
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 3/22/18, 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 account's plan was not downgraded nor was the add-on service deactivated, the account incurred a semi-annual renewal charge. Furthermore, upon account review, we have confirmed an outstanding payment in the amount of $98.88. We were unable to successfully capture the original payment on 4/23/18. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Regarding the device not being used due to not activating, 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.
This is the same case with the sub-accounts the customer had associated with the same email address of ***@gmail.com. All accounts were canceled on 11/27/18 by one of our representatives per customer request.
Unfortunately as the charges are considered valid on our end, we will not be issuing any refunds. The accounts should no longer incur any future charges as they have been canceled.
This company is full of CROOKS!!!!!! I signed up for their "free" trial back in 2016. I did not like it so I cancelled any upgrades and only kept the free account. Then the nightmare began... they started charging me all kinds of fees for who knows what for many months. I used a debit card so they were unable to actually charge me. They then stopped trying. Fast forward 2 years later and out of the blue they charged me $7.99 for who knows what!!!!! I haven't even used their service for 2 years after the free trial! When I contacted them, they claim I owed them an outstanding balance from *** 2017 (again, no explanation for what). I have heard the same thing happening to others who quit using them years ago. NEVER SIGN UP WITH THESE CROOKS EVER!!!!!!!!
We've made our best efforts to be as transparent as possible by disclosing any/all charges prior to sign-up. If you feel there's been a billing error, you can reach out via email at ***@freeompop.com with Revdex.com REVIEW provided in the subject line so we may investigate for any discrepancies.
FreedomPop charged for services that I explicitly did NOT agree to. I have screen shots of all the web pages as I setup my FreedomPop account.
Product_Or_Service: Cell phone service plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I was charged $16.98 and I only had $0.99 in my shopping cart that I agreed to pay for.I am owed a refund of $15.99. I am also pursuing this thru my credit card co.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer's order #*** on 12/3/18, included an Account Setup fee for $0.99, $10 in account credit and a $5.99 charge for phone protection. Therefore the total cost of the order was $16.98.
However, we can confirm the customer canceled their account on 12/7/18 at which point they were refunded $5.99 for phone protection. A refund in the amount of $10.99 was also issued on 12/14/18.
As the account was and continues to be canceled along with the refunds being issued, there is no further action needed on this complaint.
I originally purchased a SIM card from Freedompop for 1c.The SIM card never worked with my device, so I went into my FreedomPop account before the free trial offer ended, and cancelled the service.They still charged me 71.94USD. I reached out to them and they refuse to refund me, even though I never used any data/text/calls at all and I cancelled my service before the trial ended.They also refused to cancel my account.
Product_Or_Service: FreedomPop SIM card
Order_Number: 10VXXXXXXDXXXXXXX
Account_Number: none
Other (requires explanation) Full refund and no more charges. Preferably, I would like to be part of any class action lawsuits against them, as their services are fraudulent and they should not get away with stealing from people like they did 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 #XXXXXXXXX) on 11/18/18, 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 FreedomPop Phone Premier on 11/2/18 they were not charged for the plan on this device thereafter. The customer left Premium LTE 2GB Unlimited service active which resulted in a renewal of the service for $71.94.
Although the renewal charge was considered valid, this was refunded on 12/10/18 as the customer canceled their account on 12/5/18. We ask the customer to allow 4-7 business days for the refund to process.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept the response but it is predatory business practices to force me to involve Revdex.com to get a refund on services that we're never used. As mentioned I cancelled subscription BEFORE the trial ran out but they build their website in such a way that it is confusing on purpose and hard to cancel everything. This is predatory practice and should not be legal. I will never purchase anything from this company again.
Basically, I have prepaid to this carrier for 6 months in Advance for prepaid Cellular service).Close to the end of Month November 2018(25th), my Data ran out for Month of so I was not able to use the phone even though my new Month cycle already started and I had 2GB of data for new month so I had to purchase additional $20 worth of data so I can use my phone. After this, I filed a dispute with my Credit Card service stating that I need a refund of $20 for the Data which I paid in order to use my prepaid service. Once I did this, they completely cancelled my account and I was with out Service on my cell phone. They have totally unfair service toward customers also they have no Technical or customer service support for users.
Product_Or_Service: Prepaid service for 6 months of wireless service.
Account_Number: XXXXXXXXXX
Other (requires explanation) I would like to know why they cancelled my account and credit me the total refund for amount I paid in advance due to disruption in service.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the $20 incurred. 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.
Unfortunately, as the customer filed a dispute with their financial institution for the $20, their account was canceled as this is a violation of our TOS.
FreedomPop's policy states that if a customer has concerns with billing, shipping or tech related issues to please contact our customer support team for assistance before contacting your financial institution to receive proper assistance and to avoid account cancellation.
The customer will have to resolve the dispute with their financial institution as their account will remain canceled and not eligible for reactivation.
There will be no further action taken on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
If I withdraw dispute with my financial institution, will I be able to reactivate
same account or it's not possible any longer?
Please advise. I just like to use remaining balance on my phone service and transfer my number to different carrier. Please let me know.
Thanks
Unfortunately, the account is not eligible for reactivation as the dispute has been processed. Due to the violation of our agreement, there is no further action which can be taken on the account.
We appreciate the customer's understanding in the matter.
Item not as described. Defective and unreliable. Website does not have option of cancelling service or discussing poor quality phone.
I want to cancel service. I paid an extra $20 to downgrade today, but am so unimpressed with lack if customer service, I want to just cancel. Feel I've been taken advantage of.
Phone will not charge, won't hold charge, drops calls frequently and I cannot reach a representative to discuss the problems.
We're sorry to learn of the customer's satisfactory experience with us. To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
I have been exchanged email with your customer service rep and the situation has not been resolved. I am really frustrated. To make a long story short, I did not elect FreedomPop Phone Premier Semi-Annual & FreedomPop Safety Mode service, and those services were there without my knowledge. Therefore, it resulted in a charge of $50.62 that was recorded in transaction. Since 11/21/2018 I did remove the service, but when I request for a refund, no one at FreedomPop seemed to care about my request. I that I had, was a run-around answers. Will you please help me in refund the $50.62?
Product_Or_Service: FreedomPop Phone Premier Semi-Annual
Order_Number: XXXXXXXXX
Other (requires explanation) Please issue a full refund to the original form of payment.Freedompop phone# (XXX)XXXXXXX
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 11/3/18, 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 Semi-Annual plan on 11/3/18 and were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier Semi-Annual service active which resulted in a renewal of the service. Although the customer did deactivate the service on 11/23/18, this will not take effect until the renewal of 5/21/19 so the refund was denied.
Unfortunately the customer is not eligible for a refund as the account's FreedomPop Phone Premier Semi-Annual will remain active until it's termination on 5/21/19. Should the customer opt to cancel their account, a prorated refund will be honored for the unused month's service.
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to have my account close and a prorated refund will be honored for the unused month's service. Please let me know when it will done. Thanks.
Complaint Response Date bumped because: Holiday
Per customer request, we have now canceled the account associated with ***@yahoo.com has been canceled and a prorated refund in the amount of $34.95 has been issued for the 5 unused months remaining on the subscription. We ask the customer to allow 3-5 business days for the refund to process.
There is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
I would like to have the entire top off amount to be refunded as well. Thank you.
I ordered the basic absolutely free package from FreedomPop for 1 cent. Initially I was given premier free trial and I downgraded it to basic free before the trial ends. There was a charge on my paypal for $41.94 from FreedomPop. FreedomPop has charged me without my consent. When I contacted them they are telling me It's add on service that comes with the free trial I was supposed to remove it to avoid charges. When ordering No where in the site it talks about the add on service it just says absolutely free. Moreover I have not used the service at all I don't understand why FreedomPop wants my money when I have not used their service.
Product_Or_Service: FreedomPop sim
Refund Freedompop charged me without my consent and I have not used their service so I need a 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 #XXXXXXXXX) 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.
The customer downgraded their Premium LTE 2GB Unlimited plan on 11/24/18 and so they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which has resulted in a renewal of the service until 12/1/18 when the customer canceled their account online using the self-help tools mentioned above.
As the customer has canceled their account the same day as their renewal, we have issued a refund in the amount of $41.94 which was incurred for the semi-annual FreedomPop Phone Premier. We ask the customer to please allow 3-5 business days for the refund to process and reflect on their end.
There is no further action needed as the customer's request for a refund has been honored and the account remains canceled.
(The consumer indicated he/she ACCEPTED the response from the business.)
FreedomPop has refunded me the subscription charge they made without my consent. I contacted the company for a refund before filing a complaint but I was refused. I thank Revdex.com for resolving this.
I purchased a Freedom Pop phone in April 2018. I have NEVER been able to make a call on it or use the data on it.
I pay $13 a month for extra support and on Nov 14th I escalated the issue. I have never heard back from anyone and STILL cannot make a call, receive a text, or use the data on this phone.
I would like the phone to work! And if they can't make it work, I need them to give me a phone that will.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to investigate. Our records indicate the customer placed an order (#XXXXXXXX) for an account setup on 4/7/18. Due to this payment never being successfully captured, the account was never activated. This account is not associated with an actual device which was ordered.
We ask the customer to provide the email and phone number associated with the device which they have been unable to use. We also ask they provide the MEID of the device so we may investigate properly.
(The consumer indicated he/she DID NOT accept the response from the business.)
I paid for the device with a credit card, and I am on a FREE plan that includes limited texts and calls. So what payment was "not actually captured"? Until I opted for the 'premium support', there was no monthly fee.
As I said before, the phone number is (XXX) XXX-XXXX.
The email associated with the account is ***@gmail.com
The IMEI is XXXXXXXXXXXXXXX.
It is an Alcatel OneTouch Conquest 7046T
Our records indicate the customer attempted to place an order (#XXXXXXXX) on 4/7/18 which is associated with ***@gmail.com. However, the payment in the amount of $16.98 was not successfully captured and so the account was not activated.
Now, regarding the account associated with (XXX) XXX-XXXX and Alcatel OneTouch Conquest (IMEI XXXXXXXXXXXXXXX), our records indicate the customer reached out via our Facebook support team as they were unable to successfully use their device due to it not being delivered with the required SIM. The customer stated they then purchased a SIM via a 3rd party retailer and attempted to use it with their device. Per our support team, the customer was informed this would not work as their device is CDMA and the SIM purchased is meant for GSM devices. So our team requested a SIM replacement meant for the Alcatel OneTouch Conquest.
Once the SIM was delivered, the customer was informed to simply insert the SIM as the device would automatically recognize it. We ask the customer to confirm if they successfully received their SIM replacement so we may issue a SIM replacement if this is not the case.
We look forward to the customer's response.
I was billed for a subscription that I cancelled on November 23, 2018 2 days before the free-trial would have ended. Another charge was also taken for an unknown reason. There is no record in my account to explain it. I am unable to contact this company. I have tried every number listed and unless I authorize a $5.99 payment for live chat support I can not talk to a customer service agent. I submitted multiple emails and the response was that it would take 2-3 business days to respond. The only charge that was even potentially applicable was a $20.00 top up fee, or $4.99 for free talk and text per month? Somehow they managed to charge me $128.88 for a 6 months subscription for premium service? And another $39.99 for no explained reason?
Product_Or_Service: sim card
Refund I want my money returned
We're sorry to learn of the customer's unsatisfactory experience with us. However, per our records, the customer reached out via email support and so their accounts have been canceled and the refunds have been honored.
There is no further action needed on this complaint.
I do NOT have an account with this company. I have tried multiple times to contact co. Keep charging acct.
I have no acct with company but they have charged my chase bank account hundreds of dollars. They make it impossible for you to contact them thru phone or internet.
I would like them to refund my account and stop charging my bank account.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some assistance on the matter.
As our service requires a customer to manually select a product and input their information, the charges and account creation is considered valid on our end. FreedomPop is not the entity responsible for investigating claims of identity/credit card theft. If a customer believes their personal information has been compromised by a 3rd party, the most we can do is cancel the account associated with their email and billing information.
If the customer believes this account is the result of their personal information being compromised, we recommend the customer contacts the proper authorities to report stolen information to open a formal case to investigate.
We request the customer provide the first four and last four digits associated with the account which has incurred charges so we may investigate properly and locate the account.
Billing for service not recieved, not answering telephones, incorrectly documenting conversations
I purchased a "4g" hotspot from Freedom Pop on Dec 1 2013. I was initially charged 19.95 for their service. They claimed to offer "free" 500mb per month service. I requested to downgrade to the free program via telephone. It was not even an option in their app. Clearwire's early 4g service was not available in my area, I was told that I needed to maintain a $4 a month plan to use Sprint's 3g network instead. The device would no longer work after August of 2014. They have continued to bill me since that time despite the fact that they don't provide service to it. I have tried to call to cancel, but they were not answering the phone. I eventually gave up.
On April 15, 2016 I ordered a new 4g LTE hotspot with a 1gb plan and rollover for 17.98. This device would never activate. I attempted to contact them via telephone to activate the device and downgrade to the free plan. Again they did not answer my phone calls.
I contacted them via email in November and again told them to cancel my service. They just charged me again.
As of 12/6 they have charged me $321.66 for a device that has never once activated or worked. They refuse to offer a refund. They refuse to cancel the service.
On 12/10 I was again charged 3.99 and 17.98 for two hotspot devices that do not work at all.
Refund of all service charges for the new hotspot. 312.66 + 17.98 = 330.64 Refund for old hotspot that hasn't worked since August 2015 50 months x 3.99 = 199.50
We're sorry to learn of the customer's unsatisfactory experience with regarding two devices they've purchased and are no longer interested in keeping. As the customer has two devices associated with ***@gmail.com, each Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Therefore, to prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
Our records indicate the customer reached support on 11/14/18 requesting a cancellation of their account associated with Freedom Spot Overdrive Pro. It was within this ticket they were provided with instructions on how to successfully cancel their account so they may avoid further charges. Other than this timestamp, there are no prior indications of the customer requesting a cancellation of their account. Therefore, the customer customer's request for a refund dating back to 2014 is not valid.
Upon further investigation, we noticed there are numerous failed attempts of collecting renewal charges. As the system did not successfully capture the charges on a month-to-month basis, the successful captures range from year-to-year.
We've taken the liberty of canceling the customer's account associated with the Freedom Spot Overdrive Pro as the customer has failed to successfully do so. We have also issued 6 refunds each in the amount of $3.99. We ask the customer to allow 3-5 business days for the refunds to process.
Regarding the Novatel Wireless MiFi 2, our records do not show any indication of the customer reaching out to downgrade nor cancel their account. As the customer has failed to downgrade their account, they've incurred renewal charges in the amount of $17.98. Unfortunately, these charges are also considered valid and non-refundable. However, we've issued two courtesy refunds for the latest charges of $17.98. We ask the customer to please allow 3-5 business days for the refunds to process.
Unfortunately, the customer is well out of the return window and no longer eligible for a refund. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel". Should the customer not cancel or downgrade their account, they will continue to incur renewal charges.
We can also cancel this account on behalf of the customer, although, we will need their consent to proceed as such. The customer may reply here if they would like us to cancel the account on their behalf.
(The consumer indicated he/she DID NOT accept the response from the business.)
These half-refunds and half-measures are a shoddy attempt to cover extremely slow and poor customer service that is not reasonable or fair.
They are lying. I called and emailed repeatedly. They never had an option to cancel and refund my account. As the service was never active and never worked, a full refund was the only acceptable option. Forcing me to downgrade or cancel the account world be admitting that the service and charges were legitimate to begin with. They were not. I still demand a full refund.
I have additional email evidence where the customer service agent admits the device was never active and I never used any data, but still refuses to refund me. This is patently insane.
We're sorry to hear the customer is not satisfied with our response. However, a full refund will not be honored as the customer is well out of the return policy. Although the customer states they reached out, there are no records indicating the customer reached out requesting a cancellation.
Regarding the account being used, in the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped." The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually. Therefore, we give our customers the liberty of canceling their account at any moment.
As it stands, the customer's Novatel Wireless MiFi 2 account remains active without being downgraded. Therefore, another renewal charge in the amount of $17.98 was incurred on 2/28/19 and is considered valid. However, we've reversed this charge as a courtesy and ask the customer to allow 3-5 business days for the refund to process.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
This company advertised FREE wifi service. After signing up and paying a $9.99 fee to open an account, they sent me a Netgear Unite Mobile Hotspot. I activated it and chose to downgrade my account from the initial trial period of a more expensive account (as they said I could). After downgrading, I was charged another $20 - simply to maintain a credit balance on the account (for any potential overcharges to the "free" account, supposedly). OK, I could live with that - even though it was NOT made clear in the original offer. But then, when I checked the billing on my account, it still showed a recurring charge of $8.50! I don't know what that charge is about. I asked them, but I haven't heard back from them. In any case, a supposed "free" account should NOT have any recurring charges. This is a ripoff bait-and-switch operation. And from what I've read from LOTS of other unhappy people, it is VERY hard to get a refund - after they rip you off.
Billing Adjustment I want my $20 credit balance refunded ASAP.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #XXXXXXXXX) on 11/30/18, which includes a free trial of our Premium GSM 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
However, the customer successfully downgraded their plan from Premium GSM 2GB to Basic GSM 200 on 12/9/18. The customer also successfully deactivated FreedomPop Premier add-on service on 12/11/18. Therefore, they will not incur any charges for these plans and services.
Regarding the $20 incurred in account credit, we do require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
As the account requires a minimum of account credit for our Basic Plans, the customer is not eligible for a refund.
Regarding the $8.50, there were no transactions associated with *** reflecting such amount. We ask the customer to please provide the email associated with the account for which they incurred the charges so we may investigate properly.
(The consumer indicated he/she DID NOT accept the response from the business.)
At this point, after corresponding with FreedomPop's Facebook support team, I am somewhat placated. But not yet 100% happy. Primarily because I'm still not getting the "100% FREE High Speed Wireless Internet" that I was promised when I originally accepted this offer from FreedomPop. Even after jumping through all the hoops and dealing with all the unwelcome surprises they placed before me, I've still got a "Recurring Bill Amount" of US$0.51 on my account.
And what were all these hoops and unwelcome surprises? Let's take a look:
1. First of all, the initial 2-week trial period of their premium service(s) is a joke. The 2 weeks start right when you order the service. But then it takes a week to receive the Netgear Unite Mobile Hotspot and actually USE the service. So, in reality, you only have ONE week in which to try the premium service AND downgrade your account to avoid being charged the regular monthly charge(s). I can see how people might be confused by this and end up getting charged. Not cool.
2. Anyway, after accepting the initial signup offer and having $9.99 charged to my credit card, the first unwelcome surprise was being notified that ANOTHER $20.00 would need to to be charged to my credit card for something called a "Top-Up Credit". Supposedly - as they say in their response - this charge was necessary in order "to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay". I was somewhat prepared for a charge like this, as research indicated that LOTS of other new customers were unpleasantly surprised by it. However, I was not prepared for it to be $20, as most of the previous complaints from other people were about charges of $5-10.
Also, as you'll notice in their response, they say, "If a customer does not use any data beyond their overage, the $20 credit will remain on the account." Since all I want is a basic account with minimal bandwidth for emergency purposes only, I will NEVER use that $20 "credit". So basically, it amounts another $20 added to the initial $9.99, for a total initial signup fee of $29.99 - NOT $9.99 as they originally promised. Besides, if any of these "unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay" DID occur, they've already got my credit card number.
3. After resigning myself to that surprise charge, I endeavored to downgrade my account ASAP so they wouldn't have any other reasons to charge my credit card (or so I thought). I followed the required steps in my online account and successfully downgraded my service from the trial period of their premium services to the "free" account (or so I thought). Just when I hoped I was done and everything was finally set up to be a "free" account, I checked the billing page of my account. And for some unknown reason, there was STILL an $8.50 "recurring bill amount" noted there!
4. At this point, I contacted FreedomPop support via their Facebook page. They eventually got back to me and explained that this $8.50 was still there because I hadn't deactivated their FreedomPop Premier add-on service. Excuse me? Why wasn't this deactivated when I went through the prescribed steps to downgrade? Why wasn't their ANY mention of this service still being active and needing to be deactivated during the downgrade process? I wonder how many people think they've downgraded only to find this extra service charged on their credit card? Lots, judging from all the complaints I found online. Nevertheless, I went ahead jumped through that hoop as well and deactivated that service. Again, I hoped I was done hassling with this nonsense. But then I checked my account billing page again and there was STILL a "recurring bill amount" of 51 cents per month!
5. Back to their Facebook support team I went, to find out what THIS charge was all about. A while later, they explained that "This $0.51 charge belongs to FreedomPop Recovery Fee, as with all major carriers, we've added a nominal administrative fee to your monthly bill to recover and help defray costs incurred for increasing customer support services, offset higher payment processing fees, and other expenses related to fraudulent usage monitoring on our networks. Your 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."
I fail to see how any of those "costs" that they're supposedly trying to defray would apply to a "free" account. But OK, whatever. I can live with that. Government always has to get their piece of the action - even when there isn't any action. But again, it might have been considerate to WARN customers about this, before they commit to placing an order. Also, it's very deceptive to advertise "100% FREE High Speed Wireless Internet" when you KNOW these charges are going to apply, regardless.
6. Since it looked like I was stuck with this 51-cent monthly charge on my supposedly "free" account, I decided to change the credit card they had on file (as I didn't want the original one to have this stupid 51-cent charge every month). After I successfully jumped through THAT hoop, a window popped up and said that my new credit card would have some kind of $20 fee added to it - just to make sure it had enough credit available to handle the 51-cent charge every month. The window promised that this $20 fee wouldn't actually be charged to my credit card. But as you can imagine by this time, I was highly suspicious to say the least.
7. Finally, I contacted FreedomPop's Facebook support team one more time. I asked them if this 51-cent charge could be deducted from $20.00 "Top-Up Credit" that I already had. Not surprisingly, they said no. It had to be charged to my credit card - for some unknown reason. So again, this $20.00 is just lost. It won't be used the way they say it should and it can't be used the way I would prefer.
No doubt there's more, but those 7 points are all I can think of at the moment. And yes, I'm sure all of these pesky little details are squirreled away in their microscopic fine print somewhere. But absolutely NONE of the above unpleasant surprises were made crystal clear up-front. It was a major hassle having to clear up all of the misunderstandings due to lack of information provided beforehand.
Bottom line: if this company was serious about customer service and they genuinely desired to make me somewhat happier after all this, it would be incredibly easy. All they would have to do is one of the following:
A. Refund that $20.00 "Top-Up Credit" (that will never be used).
Or...
B. Subtract the 51-cent recurring bill from this $20.00 "Top-Up Credit" - INSTEAD of charging my credit card every month.
Neither of these options will cost them one thin dime. If they can't even manage simple solutions like these, I'll have to assume their negative reputation is truly deserved.
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.
Regarding the $20 incurred upon downgrading their account, this is not refundable as the account remains active and does not meet the required $2 minimum in account credit. Again, this information is disclosed in our TOS upon sign up and is meant for the customer to acknowledge prior to checkout. The following is taken directly from our TOS and the customer is more than welcome to have a look when possible. ***
"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"
Unfortunately, the $20 will only be refunded as a courtesy if the account is canceled. The customer may cancel their account at any moment should they no longer agree with our TOS. As a courtesy, they may reply here and we will issue a refund for any unused amount associated with the $20. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Cancel Account -
This company offer some trial services, after the 7 days period you can downgrade for a free services, week on November 21 I downgrade to the free services, because I never got the SIM card and I didn't want to pay for something that I'm not using. Well they charge 79 dollars 3 days later for 6 months period of services upfront, I contact customer services (by email because ironically they don't have a phone number) and ask for a refund, and they said no. That I didn't cancel on time, and that I was signed up for extra services. I didn't sign up for extra nothing and I cancel 3 days in advance
Product_Or_Service: LTE SIM Kit - 3-in-1 - Voice/Data Bundle
Order_Number: XXXXXXXXX
Other (requires explanation) I'm asking for a refund because they charge me for a services that I never receive
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 11/10/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier 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.
The customer downgraded their Premium LTE 2GB Unlimited plan on 11/21/18 they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier Unlimited service active which has resulted in a renewal of the service. The customer deactivated the service on 11/28/18 which was the same day as their renewal so the account will have the semi-annual service of FreedomPop Phone Premier active until 5/28/19. Therefore the add-on service was not deactivated, the charge is considered valid.
Our records indicate the customer's device shipped on 11/10/18.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel". Should the customer cancel their account, we will honor a refund for the semi-annual plan.
Complaint Response Date bumped because: Holiday
Good evening. The account have been canceled.
My account had been inactive for over a year when they suddenly reactivated it, without my permission, and charged $29.98 from my PayPal account for service I neither ordered nor wanted.
Other (requires explanation) I would like a full refund for $29.98.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Global SIM Kit (Order #XXXXXXXX) on 2/5/17, which includes a free trial of our Global 1GB Unlimited and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $29.98. We were unable to successfully capture the original payment on 4/8/17. 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)."
As the customer's account was never canceled nor downgraded, the account incurred a renewal charge which is considered valid on our end. We can confirm the customer canceled their account on 11/15/18 and no further charges will be incurred.
I had an iPhone with Freedompop. I no longer have this phone and they had not billed my account since February. All of a sudden they started billing my account again. They billed my account on November 3rd, 2018 and December 3rd, 2018 for $47.97. Getting them on the phone is impossible. Their automated system hangs up on you. I want this money returned to my account. I have also reported them to the FCC for their fraudulent practices.
Other (requires explanation) I want the money put back in my checking account and not to bill me again. this account has been closed.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charges. Upon account review, we have confirmed an outstanding payment in the amount of $47.97. We were unable to successfully capture the original payment on 3/29/18. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
Although the charges were considered valid as the account was never successfully canceled, we have reversed two charges on 12/7/18 in the amounts of $47.97. We ask the customer to allow 3-5 business days for the refunds to process. We also confirm the account has now been canceled.
There is no further action needed on this complaint.
I tried out the free service through freedompop a couple years ago. After a few months I cancelled my service, it was very poor, even for free. Ever since the company has continued to make charges to my credit card for small amounts but none of these charges are authorized.I never elected to pay for anything but my initial cost for the phone. I try contacting freedompop but you can't talk to a real person other than a salesman unless you buy their monthly service plan. This is getting ridiculous, I want my money back and they need to delete my payment information from their system
Product_Or_Service: cell phone
Other (requires explanation) I want a refund for all of their continued charges and I want all of my information deleted from their system so that they cannot make any additional charges to me without my consent
We're sorry to learn of the customer's unsatisfactory experience with us. The customer has two device-accounts associated with ***@gmail.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account associated with a Samsung Victory 4G LTE was canceled on 7/14/16 and did not incur any charges thereafter. However, the customer still has account Freedom Stick active which continued to incur Account Maintenance fees accordingly.
Maintenance fees are incurred to ensure a card remains active on the account, this is applied per our terms of service which must be manually agreed to upon sign-up. Therefore the customer incurred a charge in the amount of $0.01 on 10/30/18. However, we have issued a courtesy refund and have now canceled the account per customer request. 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 we have issued a refund and canceled the account.
(The consumer indicated he/she ACCEPTED the response from the business.)
I still don't agree with the way this business is run in general but at least they responded. It's sad that I had to go through the Revdex.com to get a response. Never did hear back from the manager who was supposedly given my number and was going to contact me by the end of the day. Will certainly never use their services again or recommend them to anyone. Wish I could have every cent I ever gave them back. Should've just used tracfone
FreedomPop allows its users to port their cell phone numbers to their service, but the setup they have for porting out phone numbers is fully incompatible with multiple major cell service providers. I have tried porting my cell phone number out of FreedomPop to AT&T, T-mobile, as well as Google Voice. None have worked, because FreedomPop replaces standard porting attributes with complex codes. For example, the name they have users give the provider is "FreedomPOP_IQNT FreedomPOP_IQNT" and they have the users give the user porting address as their own address. At one point I worked with AT&T's porting management and we did a group call with FreedomPop. According to FreedomPOP "(10/16/2018 17:42:21) valid request for port-out", but according to AT&T, the porting request was cancelled. To me, this sounds suspicious of efforts to trap users into the FreedomPOP service.I've spent over 20 hours unsuccessfully trying to port, so I suspect few consumers are putting in the effort to port. In effect, FreedomPOP has created a trap for users so that it can continue to pursue its malicious cell phone billing practice with all but the most defensive consumers unaware of hundreds of dollars of charges.Also, FreedomPop should be listed as a cell service provider not a "media adviser" on Revdex.com. They have over a million cell service subscribers. FreedomPop appears to be hiding its character as a cell service provider to avoid phone service related actions against them.
Product_Or_Service: SIM Card, Top-up Data, Monthly Cellular Plan
Account_Number: XXXXXXXXXXX
Other (requires explanation) FreedomPop needs to bring its porting service characteristics (name, address, account number, pin) in compliance with the rest of the cell service industry if they are going to advertise the option to port consumer phone numbers.
We're sorry to read of the customer's unsatisfactory experience with us regarding the port of their number. We understand how the customer could've been confused with the proper information which would be utilized when porting out. As opposed to using FreedomPOP_IQNT FreedomPOP_IQNT, the customer will use an Account Number and PIN in order to port out their number. The account number is associated with their phone number.
In the case of the account associated with ***@gmail.com, the customer's port out information would be as follows:
Account Number: XXXXXXXXXX
Pin: ***
Subscriber Name: ***
Phone Number: XXXXXXXXXXX
Zip Code: XXXXX
We apologize for any confusion the customer has experienced with their port out credentials. The customer may reach out to one of our 100% free support options via social media at facebook.com/*** and twitter.com/*** should they require further assistance with their port out info.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
T-mobile figured out the port months ago.
This service is really cool, and it gives you free data. The only problem is that you only get 200MB a month for free. Yes, it's free but that's not very much. I would only rate three stars if it weren't for the customer service. Customer Service is awesome, helpful, and friendly! I would recommend this service to anyone who wants free data
Happy to know our Basic 200MB and customer support is working well for you, Ian. We appreciate your candid review!
Advertises "100% free talk, text and data" Oct 2018 credit card charged $.97 "Admin fee" without authorization. Account shows $2.49 due Nov 4th for the "100% free service". After logging into my account online, I attempted to cancel the service, but have been locked out of my account instead. Called customer service, talked to *** reference number XXXXXX-XXXXXX. He stated he would email verification that bought the $.97 Oct fee and $2.49 fee would be reversed. Never received email as promised.
Product_Or_Service: cell
Account_Number: XXXXXXXXXX
Other (requires explanation) I want 100% fee service as advertised with online access or my account canceled.
We are constantly evaluating our market positioning and our new administrative charge is in line with industry standards and helps us recover costs of 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 and legal obligations. The Administrative Charge and the components used to calculate this charge are subject to change from time to time.
However, we have reversed the charges in the amounts of $2.49 and $0.97. We ask the customer to please allow 3-5 business days for the refunds to process.
Upon further review, we were able to notice the account has been temporarily suspended due to a failed payment in the amount $2.99 for FreedomPop Administrative Fee. As the attempted charge happened prior to our canceling the renewal, the customer will have to update their billing info at which point we will issue a refund. The customer may reply here once they've updated their billing info so we may issue a refund accordingly.
We look forward to the customer's response with an update.
(The consumer indicated he/she DID NOT accept the response from the business.)
I trusted Freedompop with my credit card information and they screwed me as well as many others. They are still advertising "100% free" service but charging an admin fee of $2.99 for
"100% free" account. They will not get my credit card information again...period
Complaint Response Date bumped because: Holiday
We have issued a refund in the amount of $2.99 for the admin fees. We ask the customer to allow 3-5 business days for the refund to process.
The customer's account should no longer incur any charges and is on the Basic Plan. Should the customer incur any charges or have any questions, they may reach us at one of our 100% free support options which are via email at freedompop.com/contact along with social media at ***.
There is no further action needed on this complaint as we have issued the refund and the account should no longer incur any admin fees.