FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Downgrade to the free plan but requires $15 top-up amount for overages. I canceled my plan but they refuse to refund my balance of $15.
I signed up for a free trial with Freedom Pop. They touted that you can always downgrade to their free plan at any time to avoid monthly charges to their plan. I downgrade during my trial to their free plan. However, to downgrade to the free plan, you are charged $15 for a top-up amount to avoid data overages. I agreed to downgrade to the free plan. I was under the impression that I would get the $15 or whatever balance I had left if I canceled my plan. A few months passed by and I never used the phone. I only had it as a back-up phone. So I canceled my plan. However, Freedom Pop refused to refund me the $15 balance that I had in my account. The customer service claimed that it was a fee that I agreed to pay into to downgrade. But they constantly tout on their website that the downgrade is free, therefore, they should be returning my balance of $15.
I would like a refund of my balance of $15. I never used the service. Freedom Pop lied to customers and said it was a free plan with a free downgrade, but it wasn't free if I had to pay $15 and not get the money back.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter.
The customer is correct in having paid $15 when downgrading their account as they did not meet our minimum amount requirement of $2. 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 was set to $15. If a customer does not use any data beyond their overage, the $15 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
As the customer's account credit expired on 5/4/18, they were denied a refund in the amount of $15. However, as a courtesy, we have now issued the refund. We ask the customer to please allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account was canceled on 11/18/18 and the refund now issued.
(The consumer indicated he/she ACCEPTED the response from the business.)
On 12/7/18--the Business in question (Freedom Pop) refunded me my balance of $15. Filing my complaint with Revdex.com and the Utilities Commission seemed to have helped. Thanks!
FreedomPop refused to reverse transaction posted on my credit card on 10/6/18 about FreedomPop Phone Premier service I DID NOT order/select/authorize.
FreedomPop charged me $9.17 on 10/6/18 for a mobile service I did not authorize: FreedomPop Phone Premier. On 10/9/18, I inquired why I was being charged for a service I did not order. Online Svc Agent Emilio A. stated a series of excuses such as taxes, fees, and service was deactivated on 10/9/18. They activated the service without my permission, then I cancelled it and requested a refund. This was Incident # XXXXXX-XXXXX. On 10/18/18, I inquired again to remove such charge for such unauthorized service. Agent *** stated another series of excuses such as I had subscribed to FreedomPop Premium Plus for $34.98 and was cancelled 10/9/18, will not get charged any more, but the money cannot be refunded. This was Incident # XXXXXX-XXXXXX. By of 11/4/18, they blocked my service by not allowing me to make/receive calls! Solution: please re-credit my credit card for $9.17 by 12/14/18 because I DID NOT authorize such service. Initially, I selected the BASIC LTE 200 Monthly Plan on 9/4/18, but rep *** stated every new customer has to go through the Premium 2GB LTE Unlimited Trial service first and then change it after 30 days, which I did. See evidence provided.
Reverse the transaction/re-credit my credit card.
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 ordered an LTE SIM Kit (Order #XXXXXXXXX) on 9/4/18, 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's account was downgraded from Premium 2GB LTE Unlimited to Basic LTE 200 plan on 10/2/18 and they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which resulted in continued renewals of the service until it was deactivated on 10/9/18. The account has not incurred any charges since then.
As the add-on service was not downgraded prior to the renewal and the customer was into their renewed billing cycle, they were denied a refund.
As the charge is considered valid, there is no further action needed on this complaint.
FreedomPop refused to reverse transaction posted on my credit card 10/6/18 about FreedomPop Phone Premier service I DID NOT authorize/order/select.
FreedomPop charged me $9.17 on 10/6/18 for a mobile service I did not authorize: FreedomPop Phone Premier. On 10/9/18, I inquired why I was being charged for a service I did not order. Online Svc Agent *** stated a series of excuses such as taxes, fees, and service was deactivated on 10/9/18. They activated the service without my permission, then I cancelled it and requested a refund. This was Incident # XXXXXX-XXXXX. On 10/18/18, I inquired again to remove such charge for such unauthorized service. Agent *** stated another series of excuses such as I had subscribed to FreedomPop Premium Plus for $34.98 and was cancelled 10/9/18, will not get charged any more, but the money cannot be refunded. This was Incident # XXXXXX-XXXXXX. By 11/4/18, they blocked my service by not allowing me to make/receive calls! Solution: please re-credit my credit card for $9.17 by 12/14/18 because I DID NOT authorize such service. Initially, I selected the BASIC LTE 200 Monthly Plan on 9/4/18, but rep *** stated every new customer has to go through the Premium 2GB LTE Unlimited Trial service first and then change it after 30 days, which I did. See evidence provided.
Please reverse transaction/re-credit my credit card for $9.17 by 12/14/18 17:00. I am monitoring my credit card transaction activities daily to see if it has been re-credited or not. Thank you
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 ordered an LTE SIM Kit (Order #XXXXXXXXX) on 9/4/18, 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's account was downgraded from Premium 2GB LTE Unlimited to Basic LTE 200 plan on 10/2/18 and they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which resulted in continued renewals of the service until it was deactivated on 10/9/18. The account has not incurred any charges since then.
As the add-on service was not downgraded prior to the renewal and the customer was into their renewed billing cycle, they were denied a refund.
As the charge is considered valid, there is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
When you run an anti-virus software on your FreedomPop computer system, you expect and assume the anti-virus software will wipe out ALL traces of viruses; that is, it should NOT leave one or more viruses lingering around. When you take your car to the dealer or service shop for maintenance or repair, you expect and assume they will put ALL parts back properly. When your doctor performs a cosmetic surgery or operation, you expect and assume s/he will treat ALL malignant areas, not just one. Right? Or is it okay with you that they leave your face crooked/worst/deformed? What's your reasoning?
Since these trials are disclosed prior to checkout and reiterated in a follow-up email, you must disclose and reiterate again to the customer if s/he wants to keep any additional services when downgrading. I was not reiterated this when downgraded. FreedomPop left Phone Premier service active which resulted in continued renewals of the service until it was deactivated on 10/9/18 by me.
To prevent unauthorized requests, we provide customers with explicit instructions on how to downgrade or cancel their account whenever requested. This is done so that only the sole owner of the account, who has the proper credentials, can make authorized changes manually.
However, as the customer's add-on service was deactivated, we have issued a refund in the amount of $9.17 for the charge. We ask the customer to allow 3-5 business days for the refund to process.
We appreciate the customer's patience throughout this process and can confirm the account is on the basic plan which should no longer incur any charges.
There is no further action needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
You are telling me that I allowed someone else to use my cell phone and accept other services without my permission. For you information, I am single, I don't have any children, I live with my mother and she has her own cell phone, I don't let other people play with my cell phone and if they accept a particular service without my permission I am CONSCIENTIOUS and financially responsible for it, and I monitor all activities on all my accounts, and I keep journal to remind myself what I've done and what has been done to my accounts. I am not your average customer/consumer. Again, allow me to reiterate this: if a customer calls you to downgrade a service and you KNOW there are additional services attached, ask the customer if they want to keep those additional services. If you have EVER been a customer before and a business has pulled your leg, how would you feel like? You can lie to me, but you CANNOT lie to yourself, unless you want to make a fool of your own self...
Thank you for your rationalization, ethicality, professionalism, and refund of $9.17.
This CASE is now CLOSED by me, ***, as of 12/25/2018 16:45 PT.
Thank you
Downgraded to the free GSM200 plan. FreedomPop then charged my account $50. When I asked to have the charge removed, they cancelled my account.
FreedomPop's "free" plan is a classic instance of the "bait and switch" ploy. Upon downgrading to their "free plan," I was informed that rather than 500MB of free data that I was promised by their sales rep *** I would get only 200MB of free data because "GSM hotspots can't get 500MB of free data." I was charged $20 for account credit (to cover overages in case my usage exceeded the 200 MB of free data) instead of $10 as was explained to me by their sales rep *** After about a month, I was charged $50 for "subscription credit." It was clearly an attempt to squeeze money out of me and/or harass me so that I would close my account. When I opened a trouble ticket to protest this charge, I was met with an incomprehensible response that went (and this is verbatim from an email I received from their customer support),
"We sincerely do apologize for the confusion this has caused you. Upon account review; you was charge dated 11-24-2018 for subscription credit that equivalent into $65 where in it apply on renewal charge however we confirmed here account has been downgraded into Freedom Basic GSM 200 (plan-free-zmp). We regret to inform you that we unable to issued refund since this charged is non refundable."
So their business model is to charge customers for fictional, unauthorized things and then say that these charges are non-refundable. A day after I began a dispute with my credit card company, FreedomPop promptly closed my account even though I had never requested it to be closed. Of course I can't call them because my phone number is recognized by FreedomPop and is sent straight to a recording saying that I should access help online. However, I cannot submit trouble tickets anymore because my account has been closed. Emails get bounced back because FreedomPop says that the email address I use isn't monitored by the company. I'm stuck with a useless hotspot device that I'd like to return to FreedomPop and get credit for. We'll see if I'm able to get my money back. Bottom line - Don't trust FreedomPop to abide by their promises for a free plan. They're just scammers.
Ideally, I'd like FreedomPop to honor it's commitment and provide me with their free GSM200 plan without spurious charges. If not, then they should refund the various charges that I've incurred ($20 credit - account balance, $3.99 FreedomPop data rollover fee, $50 subscription credit) and allow me to return the hotspot device for a full refund that includes the shipping and handling I was originally charged for the initial signup (a total of $50.38). I need to know an address where I can return the device.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to investigate and provide some clarity. However, our records indicate the customer has been refunded for the charges accordingly on 11/30/18 as they have filed a dispute with their financial institution.
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.
We ask the customer to please allow 3-5 business days for the refunds to process and reflect on their end.
The customer was denied an RMA for a return as they are well out of the return policy.
There is no further action needed on this complaint as the refunds have been honored and the account will remain canceled.
(The consumer indicated he/she DID NOT accept the response from the business.)
My account was closed unilaterally and without justification by FreedomPop. FreedomPop charged me $50 for "subscription credit" even though I was on the free GSM200 plan as a way to instigate a situation whereby they could cancel my account. When the charge occurred, I immediately contacted FreedomPop asking that the $50 charge be reversed but was told in an email from FreedomPop that this charge was non-refundable. Freedom then cancelled my account. It was then that I contacted my financial institution, AFTER FreedomPop had refused to reverse the charge and had cancelled my account.
FreedomPop did not honor their commitment to provide me with a free data plan. Their advertised and promised "free data plan" seems to be no more than a "bait and switch" ploy. FreedomPop needs to act like a reputable merchant by reinstating my account and providing the advertised and promised free GSM200 plan. If FreeomPop will not reinstate my account, then they need to issue me an RMA and allow me to return the hotspot device since it was THEIR decision to close the account.
The subscription credit was added on the customer's end which is why it was non-refundable as all payments are considered final. The following is taken directly from our TOS.
"All payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
If you cancel your FreedomPop Account or a Service at any time, you will not receive any refund. If you have an unpaid balance due on your FreedomPop Account upon cancellation, you agree that FreedomPop may charge any such unpaid fees to your registered payment method or otherwise bill you for such unpaid amounts."
Regarding the account being canceled, this was done as the customer filed a dispute with their financial institution. As previously stated, this is a violation of our TOS which states we may terminate their service.
Unfortunately the customer's account will remain canceled and ineligible for reactivation.
There will be no further action taken on this complaint.
I can't obtain account information for my cell phone service.
Freedom pop intentionally makes impossible for the customers to get their account information. The is is not normal customer service nor this information available on their site Freedompop.com despite deceptive information.
I need my account information and appologies for my time waisted.
We're sorry to learn the customer is unable to log into their account. However, we were able to login without any discrepancies.
The customer may log into their account at *** using their email ***@hotmail.com.
There is no further action needed on this complaint.
Horrible.. charged me when I never even heard of them. Couldn't get in touch with anyone to reverse charges. Bank took care if it thank God. Charged $107 without even having account
Stop wasting your time thinking this HORRENDOUS "service" will save you money and aggravation in the end. It'll cost ya. This company should be ILLEGAL. It's a full on scam. I got secretly charged over $140 in a span of ... no lie... 30 minutes, without a single notification, even though I preemptively set up account alerts.
The 4 star review is so misleading to potential users its almost as criminal as the company itself.
RUN.
I signed up through this service and was charged once at the beginning of the year $98.99. I attempted to get in contact with a live person, but I was informed that my account was inactive, so I could not get through to customer service. I NEVER used the service because the sim card was not compatible with the phone I already had. I was then again recently charged again the same $98.99 for the service which I NEVER used. I attempted to call customer service, but again I was not able to reach a live person. This company are a bunch of scam artist who rip people off. I want my money back and I plan on fighting for all the money you have take from me this past year.
I bought the phone back in May of this year. I was told it was blue in color and it was new (no mention of a refurbished phone). I received a black oolored phone that was chipped and corroded. I sent it back and got another phone which was still black and again refurbished. This one kept switching from local wifi (free) to mobile wifi that I would get charged for. I tried this in several public wifi areas and they all reacted the same. I sent this one back and got a third black colored refurbished phone which did the same thing. I took it to a Sprint store and they agreed that the phone was programmed to do this. This looks like a deliberate configuration to make people buy more data from them. Also they sent me a defective micro USB cable. I sent this one back and I have been waiting months for a replacement. They have given me an excuse they ran out of phones and have blocked out my account.
Product_Or_Service: Phone, minutes, and data
Order_Number: XXXXXXXXX
Other (requires explanation) I want delivery of a new upgraded blue colored LG smart phone that does not keep switching to mobile mode and an increase in free data and minutes for my trouble that I have endured for over 6 months.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity in assisting. Our records indicate the customer had not received their exchanged device as it was in BKO due to high demand. However, there was a request to cancel the replacement as it was no longer needed by the user.
The customer has two options at this time and those being:
1. Continue with an active account and wait for the device to resume from BKO.
2. We can cancel the account and refund the $9.99 spent upon sign up as we currently do not have a time-frame for a replacement device.
We apologize for the inconvenience this has caused on the customer's end and appreciate their understanding.
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not cancel the replacement. Why would I do that when I sent it back to them? A refurbished phone is not satisfactory, after all of the grief I went through I deserve a new phone, not refurbished from them.This will be the fourth phone. I went through the trouble of getting a new router, trying free wifi sites, and having it checked out by Sprint for the disconnecting problem. I had to drop off the phone at UPS several times for return, and taking time off to await delivery of the new phone, I had to also spend many hours on the phone with FreedomPop to try to fix the phone with no avail They also blocked free support so that I would not call them.I want a brand new phone from them or compensation for all of the many hours I put in on their phone.
Complaint Response Date bumped because: Holiday
Our phones are sold as certified pre-owned and have been professionally restored to working order. This means it's been cleaned, and repaired to meet manufacturer specifications. If you're unsatisfied with the condition of your device, please contact our support team for further assistance. This information is disclosed in our TOS prior to checkout.
As we do apologize for the inconvenience caused on the customer's end, the options previously provided to the customer are the only options available at the moment. We request they select one of the two so we may proceed with assisting properly.
We look forward to their response and appreciate their patience throughout this process.
(The consumer indicated he/she DID NOT accept the response from the business.)
I have sent back three phones all not working. I took the last one to Sprint and they agreed that your phone goes back to mobile data mode instead of the local wifi mode. This would then consume mobile data that you charge for. I talked to you several times on this and you shut my technical support down saying I would have to pay for further assistant. You did not deliver the phone as ordered - color is black not blue and damaged. Even the USB cable was bad on the last one. The last time I sent the phone back you never sent me a replacement. Also, the last phone you sent was not clean. It had an escort service phone number in it when you go into the system menus. You need to send me a new phone that works.
even when plan was cancelled, they keep on charging my credit card, they charge every month a different sum, even though I didnt use their service at all when I wanted to cancel my account it asked me for my password and it kept on saying incorrect. even though it was the right password.
Other (requires explanation) I need my money back for the past year of billing
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter.
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 downgraded their Premium GSM 2GB Plan to Basic GSM 200 on 6/18/17 and on 10/26/17 their sub-account downgraded Premium 2GB LTE Unlimited to Basic LTE 200. They were not charged for the plan on this device thereafter.
However, the customer left the add-on service on both accounts after the trials ended. FreedomPop Premier remained active on the primary account and FreedomPop Premium Plus service active on the sub-account which has resulted in continued renewals of the service until 11/28/18 when the customer canceled their accounts online using the self-help tools.
Once an add-on service's trial ends and hasn't been deactivated it becomes a paid subscription that is 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 deactivate the add-on services, the charges are considered valid on our end. The customer's accounts associated with ***@gmail.com have now been canceled and no further charges should be incurred.
There is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
I never signed up on the add on service, they started it without asking. as you can see my statements every month has different charges although I didn't use the device
The add-on services are part of the sign up trial unless a customer opts out. However, this is not the case with this customer. 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 was charged accordingly as the add-on service was not deactivated. However, we have honored a one-time courtesy refund in the amounts of $6.99 and $12.98 as the accounts were canceled. 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 customer's accounts remain canceled and no further charges should incur.
Freedompop charged my account 41.94 for the premier service that I was not aware of. As soon as I saw the charge, I went a head and deactivated the service via their portal. The account is now showing that premier service is deactivated. However, their customer service refused to issue refund which is unacceptable. How can they charge my account when I don't even have the service anymore. On top of that, they charged a top-off 20.00 as a CREDIT on my account when I download graded the account to the free plan. Again, they refused to issue a refund on the top-off credit even if I cancel the account. They have absolutely no right to keep the 20.00 credit on the account. It was not a payment for their service that I used. It is just a credit on the account to prevent overages, which never happened.
Product_Or_Service: LTE SIM Kit - 3-in-1 - Voice/Data Bundle
Account_Number: XXXXXXXXXX
Other (requires explanation) I need a refund for both the 41.94 premier service charge and top-off credit back to my account.
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 11/5/18, 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 11/11/18 they 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.
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 following is taken directly from our TOS:
"All payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
If you cancel your FreedomPop Account or a Service at any time, you will not receive any refund. If you have an unpaid balance due on your FreedomPop Account upon cancellation, you agree that FreedomPop may charge any such unpaid fees to your registered payment method or otherwise bill you for such unpaid amounts."
This information is disclosed in our TOS to which a customer must agree upon sign up. Therefore, the charges are considered valid and non-refundable.
I've been exchanging emails with their customer service department, they cannot seem to understand my request, and my issue hasn't been resolved. I am simply asking for the $20 Top-Up charge be refunded. I specifically added the $6.99 Safety Mode feature to disable the top-up feature. This was done within the same billing cycle (if I had added the safety mode before downgrading to the free plan, I wouldn't have been charged the top up of $20). Which I probably should have done in the first place to refrain from this issue, and I don't see why they cannot honor my $20 refund.On top of that, I just recently ordered the product, and I haven't even received the product nor used it. I don't feel it's right to charge a $20 top-up fee, because it should only be done when overages occur, not before hand.
Product_Or_Service: Netgear Unite Mobile Hotspot
Other (requires explanation) Desired resolution, a simple $20 refund of the top-up fee charged. I am trying to meet in the middle, and they are not understanding my request. I've added the $6.99 Safety Mode feature, to be able to disable the top-up fee, and refrain from being charged again.
We're sorry to learn of the customer's unsatisfactory experience regarding the $20 charge incurred upon downgrading their account from Premium GSM 2GB to Basic GSM 200 on 11/19/18. 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.
Regarding safety mode being activated, this works as a separate feature than what the $20 in account credit is. With Safety Mode, you will get a one time addition of 500MBs of data added immediately to your account plus an additional 10% of data each month. You can also enable or disable Top Ups at any time.
Unfortunately, the $20 is non-refundable as this is stated in our TOS. This is taken from our TOS upon sign-up:
"All payments made by you to FreedomPop are final and are non-refundable, except: (a) if these Terms or applicable law expressly provide otherwise; or (b) FreedomPop in its sole discretion, decides to provide you with a refund even though we are not legally required to do so.
If you cancel your FreedomPop Account or a Service at any time, you will not receive any refund. If you have an unpaid balance due on your FreedomPop Account upon cancellation, you agree that FreedomPop may charge any such unpaid fees to your registered payment method or otherwise bill you for such unpaid amounts."
Regarding the device not being shipped, our records indicate the customer's device was delivered on 11/29/18.
There is no further action needed on this complaint as the customer's account is in good standing and the charge of $20 is within our TOS and valid.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept their response in its entirety. Stating facts, I created this complaint on November 27, 2018 with the Revdex.com, and it was transferred on November 28, 2018. During this timeframe, I did not have the product on hand. My suggestion for change to FreedomPop's terms is to only charge the top-up amount when "actual" overages occur, then apply the $20 top-up. Moving forward, in my opinion-it's never right to charge a customer when they haven't surpassed their data limit, especially when they don't have the product on hand. In my case, I have been charged without physically having the product. My complaint was made while not having the product. At this time, Freedompop's decision to not grant me a refund leaves me disappointed, and they cannot make an exception in my case.
A customer must agree to our TOS in order to place an order. Should a customer not agree with our TOS, they are informed to not access or otherwise use our site. The following is taken directly from our TOS:
"IF YOU DO NOT AGREE WITH ANY OF THESE TERMS, DO NOT ACCESS OR OTHERWISE USE THIS SITE, ANY SERVICES MADE AVAILABLE THROUGH THIS SITE OR ANY INFORMATION CONTAINED ON THIS SITE. 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. IF ANY CHANGE, MODIFICATION, ADDITIONAL PROVISION OR REMOVAL OF A PROVISION IS UNACCEPTABLE TO YOU, YOU MUST STOP USING THIS SITE AND THE SERVICES. IF INSTEAD, YOU CONTINUE TO USE THIS SITE OR THE SERVICES, YOU WILL BE CONCLUSIVELY DEEMED TO HAVE ACCEPTED THE CHANGE. CAPITALIZED TERMS USED BUT NOT DEFINED BELOW, SHALL HAVE THE MEANING SET FORTH ELSEWHERE IN THE TERMS."
***
As stated in our previous response, the charges are considered valid and non-refundable.
Should the customer not agree with our TOS, they can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
(The consumer indicated he/she ACCEPTED the response from the business.)
I will consider this case closed. However, will make aware to the company that it should re-evaluate its terms and conditions. I understand that it's policy, but sometimes policy can be improved, and have room for exceptions when anything seems unfair. In addition, it's not okay to reiterate terms about cancelling services to a customer when they came to a decision to try out the services you provide. It gives the impression of not caring about the consumer. I'm aware, that I can cancel the services but prefer not to because I believe in the product.
charged my bank account without my consent and would not stop.
I was a member with 3 lines of phone services with this company in the past. I stopped using their services because of poor call quality and terrible customer service. Out of the clear blue the company without my consent started charging my credit card, and I caught it and called them 4 times to get them to remove the charges to no avail. I had to cancel my account and open up a new account to remedy the situation
refund me all unauthorized charges.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist in providing some clarity. However, after investigating the accounts associated with ***@gmail.com we did not find any discrepancies with any charges incurred.
Should the customer have an alternate account other than ***@gmail.com, we ask they provide it so we may investigate properly.
Deceptive tactics on plan agreement, and abnormal process of return policy
I was automatically charged an overdraft fee without signing anything or agreeing to anything or even being made aware that this would happen. There is a tab that was automatically checked in the setting section that agreed for me to allow these overdraft charges which I did not check. I tried to return the item and had to go through three different "advisors" asking them the same questions and them all giving me different instructions. Then I was told someone would contact me after 2 business days to to send me an RMA number with no response. Finally they sent me the RMA, after I had to reach out to them, after 1 month! so I am not outside of there return window. Nothing but shady and questionable methods of communication. They have no phone number that connect to no one nd is just a recording of someone listing off information. Could only be contacted by email. I feel very taken advantage of and would like to at least get my payment back on the item.
I just want a refund for what I paid for. I inquired for a return a week after it was bought and they prolonged the entire process to make it go out side of there return window. Also they charged me 105 dollars automatically for an overdraft fee that I never agreed on or was made aware of. I would be fine with settling to just get my money back for the item, best case senario to be compensated for the charges and return on item.
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 a ZTE Pocket WiFi (Order #XXXXXXXXX) on 10/23/18, which included a subscription to our 500MB. Therefore the customer's plan was had a data threshold of 500MB. However, our records indicate the customer exceeded that data allowance by 3.90GB as there was a total of 4.87GB used.
Therefore, the customer incurred top-up charges in the amounts of $15.00. We disclose any applicable charges in our welcome email, including our Auto Top-Up fees which are incurred when exceeding your data threshold. Customers have the option to disable this feature at any time. The following line is pulled directly from said email: "FreedomPop ensures you'll never be left without Internet access should you exceed your monthly plan capacity. For any extra data that you use, you will be charged on a Pay As You Go basis. To cover any Pay As You Go charges, our Automatic Top-Up feature will fund your credit account $15.00 the first time you get within 100MB of your monthly plan capacity limit. You can turn off this feature at any time."
However, the customer has canceled their account and an RMA was issued. Once the device has reached our logistics department, it will then be verified at which point a refund will be honored.
Freedompop app drained my month data in less than 1 hours, wants me to pay extra to use my phone.
I have Freedompop for more than 2 years. Less than a week ago I updated their app on my phone. At the end of the lat billing cycle, it drained all my data within a day. The starting of my new cycle on Nov. 24, it drained all my 1GB of data from 7:15-7:50 pm. I was at home on my wifi and it drained in the background. I tried to contact them as I am unable to use my phone. I tried calling them but they require me to pay a high monthly fee in order to speak to someone over the phone. No way to email other than submit a ticket and wait until they are willing to contact me. They gave me a choice on my account to keep paying extra to use the phone but it will drain out in less than a few mins. This is an on going problem with them for months and they said they will fix it but never did. Their forum and reddit is flooded people having the same issues. There is no way to loose all my month's data in less than 1 hours with me using my own wifi at home. I have this plan for more than two years, never even gone close to my data limit until I updated the app. They are not answering my ticket so I hope they will to this. It is so bad that I can't use my phone. This happened on the very first day of the new cycle and I am unable to use the phone for the rest of the 30 days unless I am willing to pay their super high extra fees. They need to fix their app and give me back my data so I can use my phone again. They can also check the usage of my number/account online like I do. I also have my usage on my phone showing all 1gb was used by Freedompop app and no other apps at all.
Please fix the app and give me back my data your app drained in less than 1 hour so I can use my phone again. It is very dishonest of you to do this while I was on my own wifi.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to help provide some clarity. However, we were unable to locate an account with any discrepancies. The active account associated with *** is in good standing.
We ask the customer to please provide the account information associated with the discrepancy in data usage so we may investigate properly.
(The consumer indicated he/she DID NOT accept the response from the business.)
First, check out the tickets I have enter and try to lie agian:
Incident: XXXXXX-XXXXXX stopped responding to this since Nov. 30
Incident: XXXXXX-XXXXXX Never response to this to release my phone that that locked
Forum thread: *** December 5
Release my phone, draining data in bg.
Your app keep draining data in the background after the last update. I lost over 1 gb while on wifi at home in less than 35 mins. Sent in proof and you keep ignoring it. Now I also submitted a ticket to release my phone so I can use with another sim card from another carrier. I bought the phone unlock from Amazon so I need it release from you guys.
Hello,
Our team is more than willing to assist you with this issue. Please provide us with the device's MEID (MAC/DEC) numbers as well as the email address associated with its account so that we can take a closer look at it.
*** December 5
Sure, but can I use the phone number on the new sim? Either way here is the MEID : XXXXXXXXXXXXXX
and Email for this same account: ***
Thank you.
So There is all information concerning this account I have having issues with. I have two accounts with them and would like both cancel.
The one on this claim is XXX-XXX-XXXX
Email:
After reviewing the account associated with ***, we were unable to find any discrepancies with the account.
We can confirm the customer has ported out phone number XXX-XXX-XXXX on 12/7/18 which was associated with ***. We can also confirm the account was canceled on the same day.
As the account's cancellation was 4 months prior to the completion of their annual subscription of FreedomPop MMS and Group Messaging Annual ($19.99), we have issued a prorated refund in the amount of $6.66 for all unused months.
If the customer would like to cancel any other accounts, they can do so 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 sent in proof to your rep on Nov. 30 to *** so he can see the issues. He ignored it since then. My phone has been shut off because of not data unless I am willing to allow Freedom pop to charge me non stop for top off in order for me to call or text anyone. I eventually had to buy a new sim card from Sprint and transferred my number over and close both of my freefompop account for that. You shut off my phone on NOv.23/24, the first day of a new cycle. I contacted you since then. Not just now. There is a forum and reddit just for this new scam of draining data while people are on wifi to force them to top off or pay more. I hope karma comes by soon because this is a new low and I have been with Freedompop for nearly 3 years. Giving two accounts have been the best thing ever. Keep the prepaid money I wasted on the accounts/sims.
If there were a way to give them a zero I would. I ordered a SIM card for a free phone and never received it. About a year later they charged my PayPal account $32.99 which also triggered a $35 returned check charge at my bank. I contested the charge with PayPal they gave them 10 days to respond and they never did. there is no way to get in touch with a person and speak to them on the phone to resolve anything and they don't answer emails or at least I didn't in my case. Steer clear there are better deals out there and no danger of a scam
T-Mobile charges me $30 a month for unlimited everything. No read the horror stories if you Google this company. I don't understand how they get this I have a rating at the Revdex.com
DONT FALL FOR THIS "BUSINESS"!!!! They PREY on people with promises of low cost internet, services, products, you name it. They will just take your money and your hope in the end. I paid for expedited shipping and found out later there was a "processing" period that is an undisclosed amount of time.. which is not made clear until AFTER you have already paid for everything. You get zero answers, their shipping department is "internal" and "cannot communicate with consumers", yet no one internally can seem to get any answers from this mysterious department. You have to PAY to simply talk on the phone to their customer service. The whole thing is a scam. I am so unhappy with my experience.
This company is misleading and specifically targeting a demographic of people who basically cant afford the regularly high costs of companies like verizon, etc. by branding themselves as a low cost provider. In the end, you get crappy service, a horrible experience and you will lose money. It's actual so wrong that they are able to function as a company the way they do.
On 11/15/2018 I was billed twice for FreedomPop's service. The account was closed back in July 2017 because I didn't like their billing practices then. I requested that they refund the money and they have stated:The last 2 charges for $ 7.99 were the renewal of the FreedomPop Premium Plus service which was not deactivated. See more details about this service at: *** Please note that the account was not cancelled and only was deactivated due to a dormant statusI have more information if needed. I have responded to them requesting again that they refund the money or I'll have it done via my credit card company.
Other (requires explanation) What really should happen is this company should have their licensing revoked. They use predatory business practices and continually squeeze individuals out of money. That's why I stopped using them back in July 2017. I definitely deactivated my account at the time following whatever instructions they had at that time to do so.I've informed them that they refund the money or I'll have it charged back. I'm also considering a letter to the FTC about them.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer has two device-accounts associated with ***. One of which is associated with an LTE SIM Kit (ICCID: XXXXXXXXXXXXXXXXXXXX) and the second is associated with LTE SIM Kit (ICCID: XXXXXXXXXXXXXXXXXXXX).
Both account's initial orders included a free trial of our Premium 2GB LTE Unlimited 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.
The customer downgraded their Premium 2GB LTE plan associated with both accounts and were not charged for the plan on either device thereafter. However, the customer left FreedomPop Premium Plus ($7.99) service active until 11/22/18 when the customer canceled their accounts online using the self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $7.99 for each account. We were unable to successfully capture the original payments on 5/13/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
However, as the customer has now successfully canceled their accounts on 11/22/18, we have issued two refunds in the amounts of $7.99 as a one-time courtesy. We ask the customer to allow 3-5 business days for the refunds to process.
There is no further action needed on this complaint as the accounts have been canceled and the refunds honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company has refunded the amount as they have said.
What I would say though is that this is probably standard operating procedure for this company. I'm very diligent on things of this nature and read agreements. I'm quite certain in mid-2017 I did everything that was necessary to cancel the accounts. Most people aren't as diligent as myself and probably just pay the amount when they do something like this and go on. To an individual it's just $8 (or in my case $16) so it's not worth it to them.
What should be noted is that the card that the company had access to and that they charged is the same card that I've always had. (And I would assume I used at the time else they shouldn't have had that information). Why, if they weren't doing something shady, would the card get charged 18 months after the fact?
Thank you for your assistance in resolving this matter.
The 4 star rating of FreedomPop is just as misleading as the company and its false promises.
S C A M. You will lose your money. Run far away.
I was charged 45.00 on my debit card. I do not have an account with Freedom pop. My account was cancelled in 2016 and paid in full.
PRIORITY CHECKING
XXXXXXXX-XXXX
Amount: -45.00
Description: Withdrawal Bill Payment #XXXXXXXXXXXX ***
Posted Date: 11/15/2018
Transaction Type: History
Refund to my debit card for 45.00. Delete my name and information from their system.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. The customer has two device-accounts associated with ***@yahoo.com. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account associated with the Freedom Hub Burst was canceled on 11/9/15 and did not incur any charges thereafter. However, the customer still had the account associated with a Netgear Mingle Mobile Hotspot LTE active which continued to incur renewal fees accordingly.
Upon account review, we have confirmed an outstanding payment in the amount of $43.48. We were unable to successfully capture the original payment on 48/17. 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 charges are considered valid, we have issued a refund in the amount of $45 and canceled the account. We ask the customer to please allow 3-5 business days for the refund to process.
There is no further action needed on this complaint as the account has now been canceled and the refund issued.
(The consumer indicated he/she DID NOT accept the response from the business.)
TrueAccord Support
To:
***
Aug 4, 2017 at 11:25 AM
***, thanks for your payment!
This is an important message for ***. If you are not them, please disregard and delete it.
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Congratulations, your account is paid in full!
You paid off your balance with FreedomPop and you're all set to go.
For your records, here are the details about your payment:
On Aug 4, 2017 PDT, you made a payment of $43.48 to TrueAccord. You paid with a VISA with last four digits *** and expiration date ***
Thanks for working with us!
As always, if you have any questions just reply to this email.
How did we do?
Please be aware that it may take our system up to 24 hours to process your payment. We'll let you know if there's any problem processing your payment. We apologize in advance if you receive any other communications from us during this time - you may disregard it. We appreciate your understanding.
Account Number:
XX-XX-XXXX-XXXXX The most up-to-date information about your balance is your TrueAccord account. Just click on your account number!
Copyright (c) 2017 TrueAccord
*** XXXXX
X-XXX-XXX-XXXX
Revdex.com Association of Credit and Collection Professionals DBA International
Your account number is: XX-XX-XXXX-XXXXX
Click here for more information about your balance
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THIS COMMUNICATION IS FROM A DEBT COLLECTOR. THIS IS AN ATTEMPT TO COLLECT A DEBT, AND ANY INFORMATION OBTAINED FROM YOU WILL BE USED FOR THAT PURPOSE.
THIS COMPANY MAKES A BUSINESS of cheating..This is the reason I no longer do business with them. I should be compensated for their lie.
The customer has been refunded the $45 which was incurred and their account has been successfully canceled. Therefore the customer should not incur any future charges.
We appreciate their understanding throughout this process.
No further action will be taken on this complaint as the refund has been honored and the account canceled.