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
Out of the blue this company charges me $32.98 and $7.99! I tried this company OVER A YEAR AGO and 11/15/18 they charged me $40.97'?? This is CRAZY! I disputed the charges with PayPal because they were unauthorised. They denied the claim. This company is a scam! I want my money back!
Other (requires explanation) I want all my money back that they stole from me!
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two devices associated with ***@gmail.com. The customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 3/26/18, which included a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus along with another LTE SIM Kit (Order #XXXXXXXX) on 3/26/17, which also included a free trial of our Premium 2GB LTE Unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $7.99. We were unable to successfully capture the original payment on 4/29/17. We can also confirm a second outstanding payment in the amount of $32.98 which we were unable to successfully capture the payment on 4/29/17. 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 accounts were never canceled prior to the renewal, the charges are considered valid on our end. We can now confirm the accounts were canceled on 11/15/18.
after filing a Revdex.com complaint, they cut off my phone
I filed this complaint Revdex.com CASE#: XXXXXX, the company agreed to send me an LG G3 phone and a paid RMA label to return the wrong phone they sent me, so that shipping the phone back would not cost me anything. after they said they would do that I agreed & closed the complaint. the next day they sent me an email saying they were cancelling my contract. they sent me a link to a shipping label that did not include postage paid on it. then the following day they cut off my phone service. I am out $167.00 and have no phone service.
i am seeking a complete refund and a proper shipping label. i will return their phone when i have both of those things done for me, as i no longer trust this company. they have lied to me repeatedly.
We're sorry to learn of the customer's unsatisfactory experience with us regarding their device's RMA and the confusion which has transpired.
Per customer's new request, have issued a 30 day RMA (***) along with a prepaid label which will be sent to ***@yahoo.com. The customer may follow the instructions provided in the RMA so they may return the Huawei Union Y538 for a full refund.
Once the device has reached our logistics dept. it will then be inspected at which point the refund will be honored. The customer may reply here once the device has been sent so we may keep an eye on it and assist in expediting the process of the refund once the device has been received.
Once again we apologize for any and all inconveniences this has surely caused the user. We greatly appreciate their patience and understanding throughout this process.
The customer may also reach out via email at ***@freedompop.com
I was in the hospital when this happened. I was not even aware they had finally decided to respond (months after they were told to respond by). their response is not satisfactory.
1. they have NOT refunded the charges for the phone service that they cut off.
2. they have NOT refunded the charges for the improper & defective phone they sent me.
I am sorry I was unable to respond to this in time. I actually just found this email buried among many back emails :-(
they have ripped me off for around $160.00. they lied repeatedly to you AND me. I do not trust this company at all.
please help me!
Per customer's new request, have issued a 30 day RMA (***) along with a prepaid label which will be sent to ***@yahoo.com. The customer may follow the instructions provided in the RMA so they may return the Huawei Union Y538 for a full refund.
Once the device has reached our logistics dept. it will then be inspected at which point the refund will be honored. The customer may reply here once the device has been sent so we may keep an eye on it and assist in expediting the process of the refund once the device has been received.
(The consumer indicated he/she DID NOT accept the response from the business.)
freedom pop does not read very well. this complaint is twofold. NUMBER ONE: I want a refund of my money they took for a years worth of phone service (since they cut my phone off after filing a complaint). NUMBER TWO: I want a refund of the cost of the defective phone they sent me.
they may have their phone back. it is of no use to me. but they have erased all trust I have in them due to their breach of contract & due to them sending me a lower grade phone than I ordered/paid for.
therefore, they will need to meet my demands first.
STS Media (dba Freedompop) randomly authorized $32.98 for an account that had never been used or setup, and was apparently in a dormant status.
2/11/2017 - Purchased for $1.99 a SIM card set from FreedomPop. The card was never used nor had I logged into their website since.
11/15/2018 - A PayPal authorization for $32.98 appears out of now where from STS Media dba FreedomPop.
11/15/2018 - Submitted complaint via FreedomPop's website. They stated they tried to charge me on 3/15/2017 and failed then recited their terms and conditions including the following clause:
"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 unsuspention fees (unless your Services have already been terminated due to such non-payment as described above)."
They had no authorization to use my PayPal account to collect payment for an account that was never used, was listed as dormant, and by their own terms, should already have been terminated. Making this worse, they chose to wait 19 months in the hopes that I wouldn't notice the charges.
I have also marked this payment as unauthorized with PayPal. I do not have a decision on the part of PayPal yet.
I am emphatically requesting a refund of the unauthorized charge in the amount of $32.98 and an immediate cancellation of any accounts they have on file for me.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 2/11/17, which includes a free trial of our Premium 2GB LTE ($24.99) and FreedomPop Premium Plus ($7.99). These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Although the customer states the account was never used or set up, accounts are set up upon sign up and the devices are shipped activated. In the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped.". The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
As the customer's account was never canceled nor downgraded and remains active, it incurred a valid renewal charge in the amount of $32.98. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
We can also confirm there is a sub-account associated with a ZTE Force which remains active. The customer may follow the cancellation instructions previously provided.
I have more than one account with this company, but for some reason on this one account there is ALWAYS a problem. My account was fine, I had the free service and I made sure not to go over on my account. However, I was charged fees for services that I didn't asked for and did use. When I tried to log into my account to see what happen. It told me to update my billing information, which is the same as its always been....however freedompop was trying to charge my account and unauthorized $20.00. I was told it was a verification fee. FOR THE BILLING INFORMATION THAT HAS NOT CHANGED! I look at my account now an it look like someone change it somehow where I have services that I didn't add and didn't want. I dont want or need to made to pay for something I didn't ask for and was changed without my knowledge. This is unethical and unfair. When I wrote in to freedompop about this a rep told me I have been charged and there aren't any $20.00 authorization holds, only later to change his story once I presenting him with proof. I just want my account fixed and my service back on the way I had it with out having my account changed and bogus charges. Freedompop is known for charging me for charges they THINK I will incur and on for charges I have actual incurred.
Product_Or_Service: Cellphone service via SIM
Other (requires explanation) I would like my account fixed and all of this bogus billing to stop. I have the free account and would like my account fixed and restored back to the way it was. the email address my account is under is ***@yahoo.com I've been dealing with this issue for almost 3 months now.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to investigate. Our records indicate the customer's account associated with ***@yahoo.com has been temporarily suspended due to a failed payment of $0.01 which was attempted for an account maintenance fee. This is incurred for Free Plans which do not meet our minimum monthly usage. We disclose such information in our TOS and have taken a snippet which explicitly states:
"if you choose the Free Monthly Broadband Plan or the Free Monthly Phone Plan and use less than 5mb or make fewer then five (5) calls in any given month, FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active."
The customer may refer to our TOS for further information on the fee.
https://www.freedompop.com/service_plan_terms.htm
The customer will have to update their billing info and allow the $0.01 charge to process in order to reinstate their account. They may refer to the link we've provided which will elaborate on how to successfully update their billing info.
https://support.freedompop.com/app/answers/detail/a_id/2142/kw/update%20billing
Regarding the $20 verification fee, we were unable to locate a charge in this amount. However, if this reflects on the customer's end, we ask them to rest assured as this authorization will be cancelled promptly.
The customer may reply here should they have any further questions or concerns.
The company fraudulently charged my American Express card in the amount of $89.94 on 11/15/18. I do not have an account with them. Request a refund.
On 11/15/18 the company Freedom Pop charged my American Express Card in the amount of $89.94 with transaction ID As I do not have a Freedom Pop account, I have emailed them to request a refund.
I am requesting a full refund to my American Express Card as I do not know how the company received my information.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 7/9/17, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Therefore, as the account was not downgraded nor canceled, it incurred a valid renewal charge. The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
Also, upon account review, we have confirmed an outstanding payment in the amount of $89.94. We were unable to successfully capture the original payment on 8/13/17. 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)."
(The consumer indicated he/she DID NOT accept the response from the business.)
I did not sign up for their service. I never received a sim card from them. I have not received any emails other than junk advertisement. I did have my information hacked sometime last year but thought all of it was taken care of. Please refund my money.
We're sorry to learn of the customer not being satisfied with our response. 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.
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 will require the customer's consent to cancel the account.
(The consumer indicated he/she DID NOT accept the response from the business.)
The fact of the matter is FreedomPop has taken mmoney from me without my permission to do so. I cannot cancel this fraudulent account as I do not have any of the account information to so. When I have called FreedomPop without a phone number to enter and the automated system hangs up on me. CANCEL THIS ACCOUNT AND REFUND MY MONEY! I am not working and need those funds.
Charged for services without signing up
I was charged for a "upgrade" without my consent. I was refused a refund. While trying to cancel my account I was charged again multiple times. Customer service refuses refund.
I need all the incorrect charges refunded immediately. $6.99 $20.00 $27.98
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 9/14/16, which includes a free trial of our Global 1GB unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $29.78. We were unable to successfully capture the original payment on 10/17/16. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
The $20 charge was incurred upon downgrading the plan from global 1GB Unlimited to Global 200 Basic Plan on 11/16/18. 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.
However, as the customer has canceled the account on 11/16/18, we have issued refunds in the amounts of $20 and $6.99. We ask the customer to allow 3-5 business days for the refunds to process.
Regarding the renewal of $27.98, this charge is considered valid as it was initially attempted on 10/17/16 due to not downgrading nor canceling.
There is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
So, if I understand correctly:
1. Instead of disabling my account at the time there was unpaid balance, I was charged after 2 years.
2. When I asked for a refund literally on the same day that I was charged I was told that a refund can only be processed if it was 30 days (instead of the 2 years)
3. All this still went on while I was not using the account at all.
On expiration of trial, when the payment couldn't be processed, why was my account not just disabled?
Why was I charged after 2 years - presumably outside the refund window?
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, due to the account's payment never being successfully captured on it's initial renewal date, the system continued to attempt to capture the payment until it successfully did so on 11/13/18.
Do NOT use Freedom Pop! I signed up for their service well over a year ago. Due to poor service I cancelled expecting to be done with them once and for all. They do not have live customer service unless you PAY for it! You have to PAY just to cancel your service. Then, when you think you're done, a year later you'll receive an unexpected charge for $98!!! I received two!!! Paypal wouldn't reverse it saying it was legit which was a bunch of BS! USE AT YOUR OWN RISK! This is far from a free service!
Hi Ryan, you will not be charged after canceling your account. If you feel there's been a billing error, please reach us at ***@freedompop.com with Revdex.com REVIEW provided in the subject line.
Unable to use the FreedomPop website to contact support. Calling just leads to automated responses . Unable to receive refund for unused service.
I tried requesting a cancellation of service and a refund on Twitter from the *** twitter handle because I have had issues with the website. Because their practice according to their twitter representative does not allow for e-mail bill reminders to customers they have charged my credit card on 10/17/2018 for $98.88. Without any e-mail reminder that my semi-annual trial was ending or for an upcoming bill charge, I did not see the charge until reviewing my Visa credit card statement on 11/14/2018. I believe FreedomPop to be deceptive in their practices.
I also tried contacting support through the community forums of FreedomPop's website, however, I'm unable to post on their forum for unknown reasons.
I tried contacting support through the support login page on the bottom of the FreedomPop's website and I'm unable to login to the FreedomPop support page.
I'm able to log into my own FreedomPop account just fine but not the FreedomPop support page with the same credentials.
The numbers that I have found on my own or have been given by the FreedomPop twitter Rep have been all automated so I can not find a way to talk to an actual person about the issue besides the *** twitter handle.
Because of the issues that I was having with the above, the FreedomPop twitter representative offered to cancel my account through their end but said that they were unable to offer me a refund because of their policies. I find FreedomPop's solution to be unacceptable.
Transaction Number: 109292431 (10/17/2018 found on the Billing page on FreedomPop's website).
My FreedomPop Cell Phone Number: XXX - XXX - XXXX. (Unused)
My e-mail tied to FreedomPop: ***
I have not used any of the minutes, texts, or data for the service. All I'm requesting is to cancel my account and receive a refund because I find their practices to be deceptive and found FreedomPop's solution to the issue unacceptable.
I just want to cancel my account and receive a refund for the last bill statement on 10/17/2018 for $98.88. Transaction Number: *** (10/17/2018 found on the Billing page on FreedomPop's website).
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 3/15/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB ($71.94) and FreedomPop Phone Premier ($26.94). These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Although the customer would not be eligible for a full refund due to the account's renewal being on 10/17/18, we have issued a prorated refund in the amount of $82.40 for the unused months associated with the renewal. We ask the customer to please allow 3-5 business days for the refund to process.
We can also confirm the account associated with *** (phone number ***) has been canceled per customer request.
There is no further action needed on this complaint as the account has been canceled and a prorated refund has been honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
Canceled service within a few days of a 6 month renewal. Charged me a $20 data overage protection fee, then once my account was canceled, no refund
Canceled service within a few days of a 6 month renewal. Charged me a $20 data overage protection fee, then once my account was canceled, no refund ion the $20 or the 5 months plus of canceled service.
Refund of the $20 and proportion of canceled service fee (approx $100)
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to clarify on the matter. As stated by the customer, a semi-annual renewal charge was incurred on 10/30/18 in the amount of $109.85. This was due to the account not being canceled prior to the renewal date. Therefore, the charge was considered valid and not refunded by our representative.
The following is taking directly from our TOS which explicitly states all payments made to FreedomPop are final and non-refundable.
"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 cancelation, you agree that FreedomPop may charge any such unpaid fees to your registered payment method or otherwise bill you for such unpaid amounts."
However, as the customer canceled their account on 11/8/18, we attempted to refund the charge to no avail as the customer disputed the charge with their financial institution and were refunded. Therefore there is no further action needed on this refund.
Regarding the $20 charge incurred upon downgrading on 11/2/18, although we have deemed the charge valid, we have issued a refund for this charge. We ask the customer to allow 3-5 business days for the refund to process.
As the refunds have been honored and the account remains canceled, there is no further action needed on this complaint.
I have had nothing but trouble with FreedomPop (FP) from the moment I ordered a SIM card. I believe they are a scam and trick customers into their "free service," which, in reality, is not free and I was not even able to get any "service" out of it. The first order was a SIM card. Once I got it, I was not able to activate it, and I sent several emails to FP requesting help. They continued to give me the runaround and then suggested I order a new SIM card because something was wrong with the one I had. However, in my account, I noticed I needed to downgrade so they would not charge me monthly fees. This was despite the fact that I could not get the service activated. So then I went to downgrade, and they said there was a mandatory $20.00 fee to do so in case I went over my "free" limit. Because they would start charging me monthly if I didn't, I decided to pay the fee and downgrade, hoping I could transfer that fee to a new service. Since the SIM didn't work, I decided to try an actual FP phone. I ordered one. When I got it, I also could not activate it. When I tried to activate it, they charged me again, and then told me they could not transfer the $20 fee from my SIM account to my phone account. I tried one more time to activate the phone, and again they charged me. At this point I just wanted to cancel everything and go with another carrier. I was able to cancel the SIM and one of the phone accounts, but the third phone account would not let me cancel it because I had not subscribed to the "VIP" service that allows you to enter help tickets. Now I have to pay to request that my last account be cancelled. And still I was unable to activate ANY of the three accounts I'd created. I still am trying to cancel the last account so I am not charged monthly for it. I am also requesting a full refund of all charges, which at my last count is a $17 charge for activation of the third account and the $20 fee to downgrade my first account. This "business" is a scam and they need to be shut down.
Product_Or_Service: Wireless Service
Other (requires explanation) I would like a refund of ALL charges and my account completely closed and personal/billing information removed from their database. They also need to be investigated for fraudulent advertising and not offering a service they claim to be offering. I was not able to activate any service or make/receive any calls.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist with their request. Per 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.
Therefore, as the charges are considered valid on our end, the customer was denied a refund for the balance remaining in account credit. However, as a courtesy we have issued refunds for the remaining balance in account credit for each account. One in the amount of $20 and another in the amount of $10. We have also issued a refund in the amount $0.99 which was incurred for account set-up, but the customer canceled the account within the 14-day return policy. We ask the customer to allow 3-5 business days for the refunds to process and reflect on their end.
We have also gone ahead and canceled the last account associated with ***@gmail.com.
There is no further action needed on this complaint as the refunds have been honored.
(The consumer indicated he/she ACCEPTED the response from the business.)
The fact that I never received service for payment is the reason I requested a refund. To refuse the customer a refund when no service was rendered is wrong. I am surprised and disappointed that I had to take this dispute to the Revdex.com, but I am satisfied with the refund and completely closed account, which is all I asked for.
Fraudulent charges to my card. I do not have an account.
I do not have an account with this company. Today I was charged $101.09 on my card. I have called this company to dispute this. And get hung up on, or told to hold for a transfer to a billing rep. then sent back through the automated system that asks for an account number. I could not buy my parents medication because of this.
An immediate refund back to my card.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the charge. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 11/6/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon further investigation, we have confirmed an outstanding payment in the amount of $98.88. We were unable to successfully capture the original payment on 12/9/17. As part of our standard debt collection policy, we have attempted additional payment methods on file. As stated in our Service Plans Terms, charges will continue to accrue until the account is cancelled. Please reference FreedomPop Payment Terms section in our Service Plans Terms provided in the link below:
***
"If you do not pay on time or if FreedomPop cannot charge your registered payment method for any reason, FreedomPop reserves the right to either suspend or cancel your access to the Site and the affected Services and terminate these Terms, provided, however, charges will continue to accrue until your FreedomPop Account is canceled. If your registered payment method is declined, the relevant Services will be suspended and you will no longer be able to use such Services until you unsuspend your Services by paying all outstanding fees due and any associated unsuspension fees (unless your Services have already been terminated due to such non-payment as described above)."
However, as a courtesy the customer was refunded by one of our representatives on 11/16/18. We ask the customer to allow 3-5 business days for the refund to process and reflect on their end.
There is no further action needed on this complaint as the account is canceled and the refund has been issued.
I had never heard of the company "freedompop" before today.I was in the middle of cancelling of a credit card, when I found on my online statements that every month I get charged in between $19.99 and $22.99 since October 2016, by this company called "freedompop". I called their customer service, which requires me to have an account number to reach. I do not have any account number as I do not even have an account with them.Then I called their sales department, which is the only way for me to reach a live person instead of automated voice messages. That sales person confirmed I did not have an account with them, and I should contact their customer service department. I told them without an account number, I wouldn't be able to. He suggest email. I hung up and tried email. It was the same, no account number no way to log in, as no way to email them.For two straight years, they have been charging me around $20 every single month, and I never even used their service. I never even sign up for their service. Today was the first day I heard of their service!I have all the bank statement online showing their charges on my credit card.Please help me find a solution.Please contact me at XXX-XXX-XXXXOr email me at ***Thank you.
Product_Or_Service: Nothing
Order_Number: none
Account_Number: none
Other (requires explanation) On top of refund, please investigate if you can, because I think they have found a way to scam people or sign people up for their service when people are not even aware of it.I use this credit card for nothing but gasoline. It's a speedway card. I do not use it for anything else.
We're sorry to learn of the customer's current predicament and appreciate the opportunity to provide some assistance with the matter. Our records indicate the customer ordered a Global SIM Kit (Order #XXXXXXXX) on 9/5/16, which included a free trial of our Global 1GB Unlimited and FreedomPop Premium Plus. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
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.
Thank you for trying to help me resolve this issue. But the company has no way for me to reach them directly. I have tried all means to directly speak to a customer representative but the only live person I could find was a sales person and he told me I could get my money back as long as I could speak to a customer representative. But in order to do that, I first have to have an account. I do not have an account.
Since I do not have an account, I don't see how they can keep charging me legally. I may have ordered a chip, yes. But I have received no bills from freedompop whatsoever. Therefore, they have been scamming money from my credit card and shame on me for never paying attention to my credit card bills.
Please help me getting my money back. I signed no contract, received no service and yet they keep charging me. This is a scam. The least I deserve is my money back.
We're sorry to know the customer was not satisfied with our response regarding their complaint. However, as stated in our prior response, our records indicate there is an active account associated with *** which has incurred renewal charges
In the customer's confirmation email, which includes their subscription details, we explicitly state in the first line: "REMINDER, your subscription start date begins once your device has shipped.". The device/subscription arrives activated to facilitate the start up process as many customers expect the device and service to be ready to go upon arrival.
However, we have now canceled the account and refunded the charges on 11/28/18.
There is no further action needed on this complaint as we have refunded and canceled the account.
Hi. I am completely unsatisfied with their response. They can claim they shipped the product any way they want but I have never ever received anything they sent me if they did at all. Since absolutely nothing was activated from my side, their so called service is invalid and they should not be able to charge me at all as it is considered a scam.
They sent me a product advertising it do .99 mailed it back 10 months ago they charged my credit card 98.70 on 11/14/2018. No customer service
They sent me No customer service person only computerized system
RI want 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 #***) on 3/19/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Upon account review, we have confirmed an outstanding payment in the amount of $98.88 as the account remained active. We were unable to successfully capture the original payment on 4/21/18. 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 SIM being returned, our records do not indicate the device being returned nor refused. In order for a device to be returned and subject to refund, a Return Material Authorization (RMA) must be issued. In our TOS we explicitly state "We cannot accept any return, without a RMA number."
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
(The consumer indicated he/she DID NOT accept the response from the business.)
I tried calling & I mailed the product back, there is no customer service for this company. It only has a voice mail system. I have no other way to speak to a real person, this a set up to scam money!
We're sorry to learn the user is not satisfied with our response. However, as the device was not returned without an RMA, the customer would not be eligible for a refund. As a one-time courtesy, the account has been canceled as they were not interested in renewing their plan. We have also issued a prorated refund in the amount of $82.40 for all unused months remaining on the cycle. 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 their account has been canceled and a refund issued.
I would like to file a complaint against Freedompop. They will not refund me my top up credits which are basically a deposit for any overages occur on an account. But if they are not used up, then it should be refunded. When I opened the accounts there were no mention of non-refundable top ups (deposit). And recently I've closed other accounts and they were refunded. They now say that they don't refund those top-up credits. Can they just make up something up and decide not to refund earnest money that customers have paid'
I have 2 accounts that I have closed since they said they cant issue refunds unless the account is closed. So I closed them and now I dont have the accounts and no refund.
One account is ***@gmail.com which had a $20 credit balance when I closed it. And just in case they say there was only $5 credit there, I actually closed another account, ***@gmail.com, which had $15 credit balance. When I tried to get a refund for that they said that they could only refund it to the original credit card that was used when the account was opened. So we customers cant change the CC on the account? In fact, I had to change it because the CC I used was a virtual CC number or a debit card that I had closed so they can't charge unauthorized. Now they won't refund me because it is a different CC. But they were willing to transfer that credit amount to another account, which is this ***@gmail.com account. So essentially I would like the $5 + $15 = $20 refund to my credit card number ending in *** or if they have on file the *** CC.
The second account is ***@gmail.com and it is the Hotspot that was closed. The amount is $15 on CC number ending in *** I still have a sim account on that email that I want to keep for the time being but if they do something that will make me want to close that account, I want that to be refundable when I request it without having to do this all over again.
Product_Or_Service: 2 Sim cards and Hotspot
Order_Number: dont know accounts c
Account_Number: ***@gmail.com a
Refund I would just like a refund please. I hate to do it this way because I liked them for their services and "free" internet but they left me no choice. And to please be as transparent as possible so that customers will know of any changes ahead of time (email) so they have a chance to close their account if they choose to or do any corrective actions before a new policy is implemented. Also, if they can contact me by email before they refund so that I know everything is correct.
We're sorry to learn of the customer's unpleasant experience with us and appreciate the opportunity to assist with the refunds requested.
We have processed a refund in the amount of $15 and another in the amount of $5 for a total of $20. We ask the customer to allow 3-5 business days for the refunds to process and reflect on their end.
There is no further action needed on this complaint as the refunds have been honored.
(The consumer indicated he/she DID NOT accept the response from the business.)
PLEASE READ THROUGH THE WHOLE THING and follow the instructions and answer the questions before issuing the refunds.
I added to the complaint the very next day so I don't know if Freedompop was able to see it.
Also, before I comment on that I got a data overage on another one of my accounts (***@gmail.com). Again the data usage was not updated for well over 3 hrs so the amount of left over data I thought was there...wasn't. But I only went over by 3 mbs and I still had $2.10 so 3 x 0.025 = 0.075 cents so I would not have gone under the $2.00 threshold you have before you topup. But the thing is that $2.10 was expired and I wanted to reactivate it but cant because Im using a cell phone and it doesnt reach the reactivate button at the bottom of the page even in desktop mode because of all the "expired" and "reactivated" postings. Can't these be removed so I can reactivate when I need to or put the button at the top of the page? Please answer this question. So what I did was add a $10 topup before you add a $20 topup. So I feel entitled to that $10 to be refunded because I couldnt reach that button. And like I questioned before, why do the credits expire? Please answer that question? Please reactivate my $2.10 because I cant on my cellphone before you refund the $10 otherwise there may be an automatic topup. Please refund me. If not, I will ask my bank to do a chargeback it and I believe you get charged for that.
Now as to the other additional comment which I will include below. I went ahead and closed the ***@gmail.com account and would like the $29.71 refunded. BUT before you do that, I believe I have 2 credit cards on file - ending in *** and one ending in *** Im not sure if the *** is a debit card that I closed because you kept trying to make charges on it and I dont know what the banks do with those and if they issue them to someone else because this was a while back so the $10 portion may go to someone else. So what happens then? So I want to make sure that the $10 portion is sent to the *** cc.
So all in all I should be getting $29.71+10=$39.71 back. If you have something different let me know.
Here is the additional comment I made on the ***@gmail.com account.
The customer has been assisted and all refunds honored.
There is no further action needed on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
I still have not received the refunds promised on 12/11/2018 for $39.71. Also, I have closed another account because I barely went over the limit. Was charged $20 and minus the overage comes out to $19.88. Please refund that also promptly. The account email is ***@gmail.com. So the total should come out to $59.59.
There charging my account without my knowledge for an an account cancelled back in 2017
Back in 2017 I ordered a some card they sent me 2 which was not requested I only wanted internet. I ended up cancelling the account for many reasons once service was terrible didn't work at all and the other reason they kept charging my account. At that time they refunded me my money now it's been over over a year and for some reason they took money from my account with no email invoice or my knowledge when I finally got ahold of someone told me she can't help me. I asked for supervisor she said no they can't transfer me for this type of isdur I asked why are they charging me I cancelled a yr ago. She then went on to tell me there was activity on the account I said that's impossible because I no longer have sim card or phone and I cancelled the acct 2017. She continued to tell me they can't help me I asked again for supervisor she refused. It's obvious someone is making false charges. She told me to look out my account online I will see everything. I went online and it says nothing that I have not set up a account yet.
I
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist in the matter. However, we were unable to locate an account with the customer's credentials associated with this complaint.
We request they provide the email or phone number which was associated with their account so we may investigate properly. They may also provide the first four and last four digits associated with the card which has incurred a charge.
We look forward to the customer's response so we may investigate on the matter.
(The consumer indicated he/she DID NOT accept the response from the business.)
where do I provide info I provided all of it when I was on the phone that day and the lady told me there was some activity on a sim card I asked her when and other info she would not tell me told me it would show on my online acct.so I asked to speak to supervisor she replied that they don't transfer to supervisor for this matter. really ridiculous.. I tried and there was nothing. is there a email to contact them I tried calling and couldn't get thru.
We're sorry to learn the customer had no success via live agent support as live agent support over the phone does require a paid subscription of Premium VIP support.
The customer may provide their account information here in this complaint or they may also reach us at ***@freedompop.com with Revdex.com CASE#: XXXXXX being provided in the subject line.
(The consumer indicated he/she DID NOT accept the response from the business.)
The email is ***@gmail.com card ending in
Freedom-pop is fraudulent. They advertise free cell phone service. When I received my SIM cards, I automatically downgraded to maintain the FREE service. I did not use any talk, or data. I only used 1 text message, which was within the FREE service that was granted within the 14 day trail period. Yesterday, within 4 days of my trial period expiring, they charged my account $20 for service, even though I downgraded to the free service within the free trial period and hardly even used it. When I attempted to dispute the charge through emails and calling their corporate and customer service line, I was given the run around and I never received a live person and NONE of my emails were returned. This company is a scam. DO NOT USE!!! I have all records of all transactions I am ***!
Other (requires explanation) Contact the company about their fraudulent company practices. Otherwise, I will go on social media to tell the world about how they charge people, along with my proof. We don't want that. They need a free customer service representative and to stop their fraudulent charges.
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 10/26/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
However, the customer did downgrade their account and so they incurred a $20 charge upon doing so. 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.
We can confirm the customer's accounts associated with ***@yahoo.com have now been canceled and so we've issued a refund in the amount of $20 which was incurred in account credit. We ask the customer to allow 3-5 business days for the refund to process and reflect on their end.
As the refund has been honored, there is no further action needed on this complaint.
I have never had services through Freedom Pop, however my father had a phone line through them a few years ago. During that time I authorized a one time payment on my debit card to pay his bill. I was charged $24.99 to my account this month even though I did not approve this charge and my Father no longer has a FreedomPop account. Unfortunately the way their customer service is set up everything must be handled online by logging into your freedom pop account which neither my father or I have seeing as we do not receive any services from them. You can not speak to anyone by calling their customer service line so now I have no way of resolving this issue with them. My bank has suggested I get a new debit card but with that comes several issues regarding automatic withdraws for my monthly bills. It is extremely unfair for me to have to go through all of this trouble when I have never even held an account with this company.
Other (requires explanation) I would like a refund for the $24.99 that has been deducted from my account as well as a assurance that my card information will not be used again by this company.
We're sorry to learn of the customer's unsatisfactory experience and appreciate the opportunity to help provide some clarity on the matter.
It sounds like the charge could've been incurred due to an account which was left active or a payment which was never successfully captured. However, we were unable to locate an account with the customer's profile credentials associated with this complaint.
We ask the customer to please provide the email associated with the account so we may investigate properly. Should they not recall the email or account information, they may provide the first four and last four digits of the CC which incurred the charge as we may also locate an account with such information.
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 finally received a response back from someone and was told the same thing. My issue with this response is that this account that I was charged for did not belong to me. Permission was given by me for a ONE TIME payment. I don't see how I can be charged when the account is not mine. I was told it was a renewal fee because my father had not canceled. He states that he did cancel when he received a call 2 years ago about his unpaid balance. This is not my responsibility and I would like a refund. The e mail attached to his account was ***@gmail.com
As our service requires a customer to manually select a product and input their information, charges and account creation is considered valid on our end.
If a customer allows a relative permission to use their personal information, they assume responsibility on how their information is used.
Unfortunately, we were unable to locate an account using ***@gmail.com. We ask the customer to provide the first 4 and last 4 digits associated with the cc which was charged along with the phone associated with account.
We look forward to the customer's response.
Company didn't have an updated payment information on the account and managed to access my PayPal account and steal from me. I have an email of them requesting me to update my payment information which I never did. I originally made a purchase with them December 02,2017 and on January 26,2018 they emailed me requesting updated information.
Product_Or_Service: Hotspot
Other (requires explanation) Refund my money
We're sorry to learn of the customer's unsatisfactory experience with and appreciate the opportunity to provide some clarity on the matter. Our records indicate the customer ordered a Franklin Wireless R850 (Order #XXXXXXXX) on 12/2/18, which included a free trial of our Premium Plan 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 $49.98. We were unable to successfully capture the original payment on 1/6/18. As part of our standard debt collection policy, we have tried 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, although the renewal charge is considered valid, our system did not successfully capture the $49.98 attempt. If this is not reflected on the customer's end, we ask they provide proof of the charge so we may investigate further.
We confirm the account associated with ***@gmail.com was successfully canceled on 11/2/18.
I signed up for a free account last September and they have been charging me and refuse to refund. I asked them to fix it last oct-- they still bill m
I signed up for their free device 9/2017... 10/2017 I got my first bill for $15. I emailed them and explained I intended to be signed up for the free plan that they advertise and asked them to switch it over. Their customer service responded and confirmed that they had a free plan and sent instructions to change it myself (despite me asking them to do it very clearly in my first email). I changed it following their directions and have a screenshot of the customer portion of the website which makes it look very clear that I have selected the free plan. despite doing this they continued to charge me $10/m. I complained after noticing this over the weekend and they had charged me a total of $120 I explicitly asked them to remove me from. They rejected my request for a refund and claimed that there was another "premium" plan that I was signed up for in addition to the free plan. There is no place on their site that shows that. They have clearly designed their business to be deceptive and make it look as if it is free and provide no clear way to stop it. They have still refused to change this on their end or refund these fees. It's not even clear what the "premium" addition is supposed to provide considering I have already and clearly sercted the $0 plan.
I asked them to change my account to the $0/m package it shows that I selected last year and to refund me for the last 12 months since they did NOT change my account as I asked... and they need to stop deceptively showing that an account costs $0 and still billing customers.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity. However, we were unable to locate an account with the customer's profile info associated with their complaint.
We ask the customer to provide their account information so we may investigate properly.
(The consumer indicated he/she DID NOT accept the response from the business.)
The email on the account is ***. The name is ***. The email used to be ***@yahoo.com. We have correspondence that I included in the complaint that shows you guys have responded to the *** address this is the lamest excuse I've seen yet. The phone associated is XXXXXXXXXXX
Amazingly, even after I spoke to your customer service and told them that I complained and you offered a partial refund you STILL have plans to bill me!!! When I restated in unmistakeable clarity that I expected to not be billed again and that you should do whatever it takes to make my billing reflect what the portal plan says I have (the free service). And you guys are still trying to charge me! This really is a scam. I expect a full refund.
We appreciate the customer providing the requested information. However, the emails and phone number provided did not associate with any account.
The customer may provide the first four and last four digits associated with the CC which incurred a charge along with the first and last names associated with the account.
Regarding the attached file they are referring to, we did not receive this information attached to the complaint.
We look forward to the customer's response with an update.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is a pathetic excuse to not follow up. Incident: XXXXXX-XXXXXX This is the incident number. They had no problem finding the account with the information I provided in that email chain.
I was charged over 3 times in a couple days for internet overages. It was not made clear that overages were charged in this way.
The amount I was charged, almost 70 dollars, is three times my monthly bill and I find this unconscionable
I expect my money to be refunded to me
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. However, we were unable to locate an account with the profile information provided in this complaint.
We ask the customer to provide their account information so we may investigate properly.