FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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FreedomPop charged me $4.99/month for a service I did not request since February 2018. A second phone began incurring the same charge in October.
FreedomPop charged me $4.99/month from February to September 2018. I did not request or sign up for this service. On October 4 and 31, 2018, I was charged $5.79 on the original account and on another account. Neither my husband nor I signed any agreement or opted in this service. We only recently noticed it on or credit card bill. The total of all unrequested services is $58.10 to the end of October.
The charge is for a global/international service, for which we never signed up nor have a need. On November 9, 2018, I contacted FreedomPop requesting a refund for this unrequested and unused service. They responded with the following email (excerpt in parentheses):
(Hello ***,
Thank you for contacting FreedomPop Online Services. My name is *** and I will be more than happy to assist you today with any concerns you may have. It is our understanding that you got unrecognized charges.
We understand your concerns and will work towards your satisfaction. I will assist to check on this unrecognized charges. Upon account review, I do see that on 02-10-2018 12:54 PM you signed up for the following service
Global Plus 300 (voice-plan-global-300-lm-trial)
The last charges for $ 5.79 is the renewal of the renewal
Unfortunately, these charges can't be refunded since to avoid them, you should cancel the service before the trial period finished.
In the same manner for your number XXXXXXXXXXX, on 09-25-2018 2:58 PM you signed up for the Global Plus 300 (voice-plan-global-300-lm-trial) which trial has finished already and the renewals just started to be charged.)
I responded with another request for refund explaining our situation and received the following answer (excerpt in parentheses):
(Thank you very much for getting back to us.
We are sorry for the misunderstanding since the Global Plus 300 (voice-plan-global-300-lm-trial) is not a plan but a service. See services at ***
This was required as a trial on 02-10-2018 12:54 PM , the trial just finished and the renewal started to be charged monthly. Unfortunately thes e charges can't be refunded since the services have been credited alredy.)
In the responding email, the representative states the "service" was required as a trial. How is it possible for a service to be required when we never received any correspondence regarding it?
In the previous email, the representative states we "signed up" for the service. Neither I nor my husband signed up for this service.
We have since attempted to deactivate the "global" service unsuccessfully on each account. I have tried numerous times and the plan still shows active.
This is either a FreedomPop technical error or shady practice of charging customers for unrequested services hoping they are unnoticed. My husband and I are hoping it is the former.
We would like a refund of the charges totaling $58.10 and no further unauthorized charges especially since the service continues to appear active despite my numerous attempts to deactivate it.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to assist in providing some clarity on the matter. Our records indicate the Global 300 plan was added to the primary account associated with phone number XXXXXXXXXXX on 2/10/18. This plan is an opt-in on the user's end and so they incurred a renewal charge for this feature.
Per our TOS, a customer must reach out within 30 days of a disputed charge so we may properly investigate on the matter. Failure to do so will result in the charge being considered valid. We've taken a portion from our TOS:
***
"If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future, including in arbitration or a court proceeding. If we determine in our sole discretion that the disputed charge was incorrectly charged and was raised by you in a timely manner, we will credit or refund the amount to you. If we credit or refund the disputed charge, you hereby agree that to the fullest extent permitted by applicable law, the dispute is fully and finally resolved and not subject to further proceedings."
Upon further account review, we noticed the customer has filed a dispute with their financial institution which is in violation of our TOS. Per our TOS, a customer's account will be subject to cancellation upon a dispute with their financial institution. Unfortunately, the customer will have to find a resolution with their financial institution.
We apologize for the inconvenience as there will be no further action taken on this complaint.
Fraudulently received a $9.99 port charge for a port that did not go through
In reference to my Freedom POP number XXX-XXX-XXXX was charged $9.99 for a port request, did NOT go through, do to port out account number issue... Did not follow through with the port and as the port did not go through I shouldnt have received a charge.... Request a full refund
Refund of $9.99 port charge
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. Our records indicate the customer ordered an LTE SIM Kit (Order #XXXXXXXX) on 8/23/18 for which they paid $16.98. The $16.98 included the LTE SIM Kit ($9.99) and shipping ($6.99).
However, the customer canceled their subscription on 9/1/18 and so they were refunded the $9.99 for the LTE SIM Kit.
We aren't sure where the customer sees a $9.99 charge for porting their number as this does not reflect on their account. Should the customer have an alternate account which is not associated with ***@me.com, we ask they provide the account info so we may investigate properly otherwise there is no further action needed on this complaint.
We purchased a phone for my son. We discovered that without WiFi, he could not make a call. Via several troubleshooting emails, it was determined that the phone was defective and that we were to return it for a replacement. RMA was issued 9/17. Phone was returned 9/28, delivered 10/1. I have sent numerous emails requesting a status update. I have provided all requested information. It has been nearly 5 weeks and we do not have a replacement phone, and they will not refund the purchase price. I would prefer the phone as my daughter's account has not had any issues. Any time I ask for a status update I get a copy/pasted response that does not address my request - only that our request had been elevated. This is beyond ridiculous. I have the entire email chain.
Product_Or_Service: Samsung Galaxy II
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I just want the phone we paid for. One that works. There is no reason for this to take so long to issue a replacement for a defective device.
We're sorry to learn of the customer's unsatisfactory experience with us regarding their exchanged Samsung Galaxy Note II. Our records indicate the customer's initial returned device did reach our logistics department. However, there was a delay in their exchanged device as the replacement was not submitted properly. We apologize for the inconvenience this has surely caused the customer.
The replacement was submitted correctly and according to our records the customer's device has been shipped and is scheduled to arrive on 11/17/18 by end of day. The customer may track their device via FedEx with this tracking #XXXXXXXXXXXXXXXXXXXX. Once the device arrives, the customer can simply power on the device after charging and it should be assigned to the account associated with phone number XXXXXXXXXX. However, should this not be the case, we ask the customer to sync account data which we've added a link which provides steps on how to successfully do so.
***
We have also added $20 in subscription credit so the customer may use when adding a paid plan or a VAS. If the customer elects to add add a paid plan, the charge will be deducted from the subscription credit and will do so until the SC reaches $0.
Once again we apologize for the delay and appreciate the customer's patience throughout this process.
There is no further action needed on this complaint as the device has been sent.
(The consumer indicated he/she DID NOT accept the response from the business.)
Please see the following text from the email I sent following the receipt of a second defective device. The top of the chain is the response I have just sent moments ago (which included a oicture of the device info found under the battery, the bottom is the initial complaint filed about the second device within a few hours of receiving it.
Your understanding is incorrect. We have received a second defective device and have additionally discovered account issues that would prevent even a working device from operating properly.
I'mt does not appear as though this device has an MEID number. I can't get the phone to stay on long enough to attempt to find it elsewhere as the battery is bad.
Additionally, how do you not know the device ID for a phone you sent me? If you have 2 devices for *** then someone failed to process the RMA correctly and never removed the first defective device from my account before sending me a second defective device.
-------------------------------------------
On Wed, Nov 21, 2018, 10:50 AM FreedomPop Customer Service
Once the replacement was sent, it was assigned to the account associated to phone number XXXXXXXXXXX. Our records indicate the device was shipped and properly assigned to the account.
However, as the customer states their device is not functioning properly due to the battery not holding charge nor having the S Pen delivered, we will be issuing another exchange RMA to ensure the customer receives a functioning device. We ask the user to give their consent for another exchange RMA so we may proceed accordingly.
If the customer would like to expedite the process, they may also reach us via email at *** with "Revdex.com CASE#: XXXXXX" being provided in the subject line.
I had FreedomPop service briefly in 2016, but cancelled it.Today, I checked my credit card statement and discovered a charge from FreedomPop dated 11/2/18. I in no way authorized this charge or interacted with my FreedomPop account (I no longer even have the account information!!)When I attempted to contact the company to get the charge reversed, they would not connect me to a service representative because I do not have an account. I was referred to the website, where I ALSO cannot submit a support ticket due to not having an account. The only option I seem to have to dispute this fraudulent charge is their "user support forum" or their social media.It cannot possibly be legal to re-open user accounts years later with no prior communication to the user.
Other (requires explanation) I require both a refund of the current $19.99 charge and an assurance that no subscription will continue in my name or on my credit card, either now or in the future.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to investigate on the matter. However, we were unable to successfully locate an account with the user's profile information. We ask the user to provide the email which was previously associated with their account. They may also provide the first four and last four digits associated with the card which was charged so we may investigate.
The customer may reply here or they may also reach out via email at *** with Revdex.com CASE#: XXXXXX provided in the subject line.
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 have sent an email to the email address provided by the company (community***) containing the requested information. It has been 5 days and I have received no response to that email.
Text of email:
"Thank you for reviewing my case. I do not have a FreedomPop account, which is why you can't find one. There was an account associated with my card and ***, but that account was closed in February 2017. My card number is ***.
I need a refund of the $19.99 that was incorrectly charged, and an assurance that no further charges will be made."
The customer's email has been responded to and the refund has been granted along with successful cancellation of the account.
We appreciate the customer's patience throughout the process.
There is no further action needed on this complaint.
Freedom Pop Will no longer allow any means of communication to speak with a Customer Service Rep whether by phone or email unless one pays an additional 50 dollars. Even their Email communication "Submit a Ticket" will only be submitted if one has a VIP Service Account which is 53.99 annually. I am trying to dispute why they unfairly cancelled my service for an entire annual plan after maximizing my data usage for only one single month.
Product_Or_Service: Annual Prepaid
Other (requires explanation) That They Would Contact Me and reactivate my service for this month and not have to wait till next year for the money I already Prepaid for this year
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. Upon accessing the account associated with ***@gmail.com, we noticed the account has entered a state of dormancy due to inactivity. The customer may log into their account at *** at which point they will be prompted to reactive their account.
An account becomes dormant due to 30 days of non-usage. To keep an account from entering a dormant state, customers can turn their device on, and use it for a short while each month.
There is no further action needed on this complaint as the customer only needs to reactivate the account on their end.
I ordered several mobile simple cards from Freedom pop and upon receipt I transferred numbers into their system which I agreed to $9.99 transfer fee on July 31 2018. Within their allowed time frame, I downgraded phone number accounts to their free service that provides 200 mobile minutes per month. today 11-05-2018, I check my online payment card account, & notice that there are four (4l separate charges from Freedom pop dated 10-23-2018. Upon this discovery, I pull down previous months payment card transaction history to discover similar charges from FreedomPop going back several months since I opened & transferred numbers to their service. I call FreedomPop in an attempt to reconcile the billing issue, and the person I speak with is friendly at first. This customer service (cs) person, who had a thick accent but I was able to understand him tells me that upon his research it appeared as though Freedompop added a premium service to my account numbers as a trial and I didn't cancel prior to the end of the trial period resulting in the charges. I tell the CS that I didn't ask for or approve such a trial, and he said freedompop offers and adds service trials automatically. I search all of my email accounts and the only FreedomPop email I received was from October 20th offering 2 bigabytes of data, but this email did not indicate this was a trial and nor did it clearly indicate a time limit before being permanently added to account. Furthermore, these types of offers should require a consumer action to add to the account, & not automatically be added placing the ones on the consumer to see notice, read notice, & then take action to remove an add on pay service. Besides other than this Oct 2018 email offer, there was no other offer in email inbox so why are there unapproved charges for the month of September and August 2018? This company is a sham and practices fraud. These are account phone #'s XXX-XXX-XXXX, XXX-XXX-XXXX, XXX-XXX-XXXX, XXX-XXX-XXXX dormant accounts should not be charged either
Account_Number: see bottom of compla
Refund I want a refund of all monies owed to me that were fraudulently placed into my account, and since this is a scheme of fraud, I deserve 3 times the disputed amount refunded back to me $110 *** 3 = $330 refund owed mailed to my address, because the bank fraud department cancelled the card and is issuing me a new card, so there is no way a refund can be issued to card on my record. I also want Freedompop to not charge me a number porting fee when I transfer my numbers from freedompop.
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 7/23/18, which includes a free trial of our Premium 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The customer downgraded their Premium 2GB plan on 7/31/18 and they were not charged for the plan on this device thereafter. The customer left FreedomPop Phone Premier service active which has resulted in continued renewals of the service. Therefore the account has continued to validly incur a renewal charge. If the customer would like to deactivate their add-on service, they may follow the instructions elaborated in the link we've provided.
***
This is the same case with the customer's sub-accounts. Please be aware that if the add-on services are not deactivated, a renewal charge will continue to be incurred.
Regarding the accounts incurring a dormant fee of $0.01, this happens after 30 days of non-usage. In order for customers to keep their accounts from entering a dormant state, they must make sure to turn the device on, and use it for a short while each month.
To wake up a dormant account, customers may log into their account at *** and simply clicking the reactivate button.
Unfortunately no refunds will be issued as the charges are considered valid due to not being deactivated. Per our TOS, a customer must notify us within 30 days after the date on which the disputed amount has been charged to the registered payment method. If we are not notified within 30 days, the charges are then considered valid on our end.
(The consumer indicated he/she DID NOT accept the response from the business.)
Screen shots of referenced application outlined below cant be attached to this response, however, I will gladly forward pdf upon request. On or about August 1 2018, I received an alert from my payment card bank indicating that 4 sequential identical $19.99 fees were charged to my card on record by FreedomPop. I immediately contacted FreedomPop customer support thru a cumbersome series of phone calls where the system ended the call several times despite making a viable option selection per the options recited to me via the IVR telephone system. Once I finally reached a live agent, I explained to her that FreedomPop had charged me $19.99 x 4 for no good reason. I explained to her that I understood the charge of $9.99 per transferred phone number but there should not be an additional $19.99 per transferred line simply for downgrading the phone account to free. I also informed her during this conversation, that the opt-out turn-off premium features option would not allow me to do so and only gave me an option to activate some Safety mode feature (which was enabled by default)wanting to charge me a monthly fee of around $7.00. (Please know that screen shots of the options only allowing me to disable the top off option cant be attached to this response but screen capture descriptions are below and actual screen capture pics are available upon request) I informed the FreedomPop agent that I ordered the SIM cards, and immediately downgraded all 4 of my phone number plans to the Free option. She informed me that she would take care of the $19.99 x 4 fees that were incorrectly charged because I downgraded my plans. I informed her that nowhere in the SIM card purchase terms and conditions was any mentioning of a fee being assessed should the account holder downgrade their plan prior to the trial period ending. After she indicated to me that she would take care of the $19.99 x 4 fees, she informed me that she would also take care of the Safety Mode feature as well so I would not be forced to activate this recurring monthly fee (relevant to the fees in question outlined in the original complaint letter). If FreedomPop has an adequately maintained CRM (customer relationship management) application, said transcript or voice recording of call should be available for confirmation. Fast forward to now, and FreedomPop is without a shadow of doubt the definition of a bait and switch company engaging in fraudulent and misleading practices and deploying restrictive account management programs that force an account holder to pay for services on a recurring basis without providing said account holder a true KISS (keep it simple stupi*) opt-out option. As a result, these practices have caused me emotional stress, credit worthiness negative impact due to bank insufficient fees charged/over limit fees, and financial hardship of depriving me of what is called 'the value of money' (which stipulates that money that you have access to today is worth more than money you receive tomorrow/in the future because in applicable terms had I been able to access the money wrongfully taken from my account by FreedomePop, I could have invested in some other worthwhile endeavor up to and not excluding improving my standard of living/quality of life/enjoying a meal and a new release movie at the theater/going on a date with a pretty girl/paying a different bill/etc). Furthermore, I am sure there is ample document discovery and 'opt-in' account members similar to me having experienced the same dealings with FreedomPop that could stir up several levels of wasps nests for FreedomPop. The resolution of this matter to my benefit could result in a peaceful accord or a tumultuous future relationship if we aren't simpatico now with this Revdex.com complaint. No, I am not signing a release of any remedies afforded to me other than acknowledgement of receipt of the original resolution requests I outlined in my initial complaint.
Image #1: Content from email received from FreedomPop indicating the mobile phone number was active and included the link to downgrade mobile services plan
Image #2: 2nd half of content from same email received from FreedomPop indicating the 'turn-off' premium services option with link to turn off premium services
Image #3a: Page that populated once the email referenced turn-off link was selected giving you the only option Premium Services being the Automatic Top Off which is ENABLED by default
Image #3b: Secondary populated page view once turn-off premium services link was selected, and upon hovering over the '?' (Help) green button with the question mark details what the top up option does. However, there is no option to truly turn-off said premium services directly without this Top Up option activating once account holder toggled the ENABLED option to off
Image #4: Top part of populated transition screen that appears once you select the ENABLED toggle switch to the off position and this message does not indicate the top up option is mandatory. And even if it was mandatory, WHY does it have only a monthly recurring fee cycle option. Mainly to enrich FreedomPop unjustly, that is why!!
Image #5:Secondary Top part of populated transition screen that appears once you select the ENABLED toggle switch to the off position and this message does not indicate the top up option is mandatory and monthly recurring
Revdex.com Complaint Resolution Addendum:
In addition to the resolution requests outlined in my initial complaint, I seek affirmative proof of FreedomPop changing their promotional/marketing/sales/operational standard operating procedures, processes, and tactics so the consumer is made so obviously fully aware of any entanglement requirements so said consumer can make an informed decision at the point of sale/selection/purchase of any of FreedomPops product or service offerings.
Furthermore, I seek affirmative proof that FreedomPop discontinue the automatic opt-in of account holders redeeming any sales/promotional/special offering discounted product or service
The customer is mistaking deactivating the add-on service of FreedomPop Phone Premiere and our feature of Safety Mode. Phone Premier bundles some of our most popular services into one as where Safety Mode will give the customer a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. This feature also allows the customer to enable or disable Top Ups at any time.
As stated in our previous response and as the customer has provided an attachment, the follow-up email with their order details explicitly states the additional services of FreedomPop Phone Premier will incur a charge of $7.99 after the 14-day trial ends. Therefore the charges are considered valid on our end. We've provided a link which will elaborate on how to successfully deactivate FreedomPop Phone Premier.
Add/Remove Services - ***
The customer may also refer to the following link for information on Safety Mode.
***
As the customer's account has been temporarily suspended due to a failed payment, the customer must update their billing info in order for their account to reinstate. We ask the customer to please refer to the link we've provided for information on how to update their billing.
They are the same company as unreal mobile I setup a service and they would not turn my phone on so I told them I'm taking my money and walking they would not help me get a phone turned on and when I called them I was on hold for 3 hours with no answer. I don't have time for that I think they are a fly-by-night company FreedomPop and unreal mobile don't waste your time go elsewhere they use AT&T and T-Mobile and Sprint for their services yes I only paid one penny for the SIM card but not having it turned on and wasting my time irritated the *** out of me .
Online reviews of this company's lack of transparency is very accurate. When I initially tried to activate the phone I purchased, there was a confusion between two numbers, and I never got communication back about porting my existing number even though I contacted them several times. Their customer service line does not offer options to deal with issues if any calls are about issues, they send customers to an automated line that will disconnect. They only talk to you if you're trying to activate any other option gets no service. Tried to get to their billing department for 3 hours. Within two weeks of getting the phone activated with a forced new number, I was charged their "policy" $15 top up fee numerous times over three days. They said I used over 4G of data when I never used more than 1G on other carriers plans. Their weak wifi connection automatically uses data, which runs it up faster. Other carriers will warn you when you approach the data limit- Freedompop doesn't, and they don't offer to turn off their forced "top up" option until after the fact. The customer service line, again sent me to the dead end automated line that never picks up, I was again routed there several times. They said in a rambling email that their top up charges were legit and refused to refund. However, they do not offer or explain opt out alternatives during sign up. They refused to explain why there were different numbers between the phone (-*** nbr) and the account (-*** nbr) and refused to look at whether that may be an issue. They also do not communicate charges, I found out through my bank. Customer service is atrocious, and their business practices are predatory.
Product_Or_Service: Phone
Other (requires explanation) Because of their lack of transparency and terrible communication, AND lack of customer service, a refund for ALL the $15 charges incurred on Oct 30, Oct 30, and Nov 1 2018 is warranted.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an Apple iPhone 5s (Order #XXXXXXXXX) on 8/10/18, which includes a free trial of our Premium 2GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
Regarding Top-Up charges, 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."
According to our records, the account associated with ***@gmail.com is subscribed to a data allowance of 2GB. However, for the billing cycle of October 15 - November 15, the account reflects usages int he amount of 6.61GB which is an overage of 4.61GB. Therefore the customer incurred top-up charges as this feature was not disabled.
Customers can disable or enable top ups at any time. However, they must have the FreedomPop Safety Mode service to disable Top Ups. With this service, they will get a one time addition of 500MBs of data added immediately to their account plus an additional 10% of data each month. To disable top ups, the user may log into their account at *** and following these steps:
1) click on "Manage Settings."
2) From here, click on the Credit Balance section.
3) Use the toggle to disable the Top Up feature.
4) You will encounter a pop up for the Safety Mode service, if it is not already added to your account.
5) Click Activate to enroll in the Safety Mode service. You will incur the $6.99 charge for this service, at this time.
The customer is correct in live agent support over the phone requiring a paid subscription of Premium VIP support, but we do offer 100% free support options via email at ***.
Per our TOS, the top up charges are considered valid. However, as a one-time courtesy, we have issued a refund for one of the top up charges in the amount of $15. We ask the user to allow 3-5 business days for the refund to process.
Unfortunately, there will be no further refunds. We apologize for any inconvenience this may cause on the customer's end.
(The consumer indicated he/she DID NOT accept the response from the business.)
The information that Freedompop has shared about what they did contract-wise is accurate, as written, but definitely dishonest in practice.
My daughter's records with Sprint, for 3 years, show she has never gone over 1.5 GB of data in a month. Never. Freedompop claims that she incurred 6.61 GB in three weeks-- it wasn't until Nov 15 because I immediately closed the account well before the month was up. This shows that there is some kind of data drawing activity built into Freedompop's system. Their program is intentionally designed to suck more data than necessary-- the only way to stop data from streaming is to completely disconnect the phone from ANY wifi or LTE connections.
Freedompop can hide behind their contractual smoke and mirrors, but the fact remains, they built technology into their system to trap customers into top-up charges. I am not the only customer who has experienced this.
We're sorry to know the customer isn't satisfied with our stance on the refunds. As an extended courtesy, we have issued another refund in the amount of $15. We ask the customer to allow 3-5 business days for the refunds to process.
No further action will be taken on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
I want to highlight Freedompop's lack of acknowledgement of the technological issues and concerns that I brought up. Their technological configurations trap customers.
This company promised my phone would be shipped in 5-7 days. After a month they sent a cheaper phone than ordered.
This company promised my phone would be shipped in 5-7 days. After a month they sent a cheaper phone than ordered. I was supposed to receive a "white LG G2" I received a black Huawei. They lied in email messages about the delay, then when I coplained about receiving the wrong phone they sent an email w/a link to some live chat. When I didn't read the email in time, they closed my case.
I would like them to send me the white LG G2 phone as ordered & promised.
We're sorry to learn of the customer's unsatisfactory experience due to their initial device not delivered as expected. However, a Huawei Union Y538 was sent as our LG G2 is in back order due to high demand. Prior to sending the device, an email was sent regarding the swap to which a customer was given the option to refuse the swap. So if a customer did not opt out, the Huawei Union Y538 was sent.
As the customer is not satisfied with the device, we would like to offer a Return RMA so the user may return their device for their device at which point we will also issue a shipping label so the user does not incur any shipping fees. We request the customer's consent to proceed with an RMA.
Regarding the delivery taking longer than expected, we apologize for the inconvenience. As the device was not delivered in a timely manner, we have issued a refund in the amount of $6.99 which was incurred as a shipping fee. We ask the customer to allow 3-5 business days for the refund to process.
We apologize for the inconvenience this has surely caused and appreciate their patience and understanding.
The customer may reply here or reach us at ***@freedompop.com with Revdex.com CASE#: XXXXXX being included in the subject line.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was NOT given an option to accept or deny the cheaper phone. I have saved every email from this company & such an email was never sent to me. They are lying again. The only resolution I want is for the company to send me the LG G2 phone that I paid for/ordered and that they said I would be getting. I was able to find several of these phones online; brand new & for sale. So their excuse that the phone is on back order does not fly with me. They are trying to force me to settle for a cheaper phone that does not work properly. This company should have no problem with honoring my request to receive the phone I ordered/paid for & receive the phone they promised I would be getting.
We apologize for the inconvenience this has caused the customer. However, as we understand the customer's dissatisfaction, we would like to offer an upgrade to an LG G3 Gold. Should the customer accept our offer, we will send the device and issue an RMA for their Huawei Union Y538 along with a label so there isn't a cost on their end.
Unfortunately, the other alternative is to issued an RMA for a 30-day return at which point we will cancel the account and issue an RMA so the customer may return their device for a full refund.
Regarding the customer seeing the device online, we aren't sure what site they are referring to as our Shop does not offer the LG G2 at the moment due to it being back order.
Once again, we apologize for the inconvenience and look forward to their response with an update on how they wish to proceed.
(The consumer indicated he/she ACCEPTED the response from the business.)
I will accept this offer as long as I am not charged any extra for the LG G3. From what I am reading in their response, that will be the case. Thank you.
Refund for service. You say you will cancel because can't transfer my number. Then charge me be hind my back for a year that I don't use it. Is slimy do the right thing and issue a refund for your *** up
Other (requires explanation) Issue refund obviously never used
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 12/25/17, 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 states they were unable to port in their phone number from Verizon and so their account should have been canceled, however, our records do not reflect any attempt to downgrade nor cancel their account after sign-up. Per our records, the customer reached support on 10/31/18 via Facebook support and Email support, at which point they were informed of their account never being downgraded nor canceled and so they incurred renewal charges. The customer was then given instructions on how to successfully cancel their account so they may no longer incur any future charges. As of 11/6/18, the account remains active.
The customer can cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel". We can also cancel the customer's account on their behalf, but we request their consent to do so.
Regarding their charges, unfortunately no charges will be refunded as per our terms of service a customer must notify us within 30 days of the disputed charge so one of our representatives may properly investigate. As the customer failed to do so, the charges are considered valid on our end. We apologize for any inconvenience this will cause on the customer's end.
The customer may reply here with their consent if they'd like us to cancel the account associated with ***. Otherwise, there will be no further action taken on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
When I called to Port my number unsuccessfully I cancled. But they kept chargeing is the point. I've actually cancelled 3 times still charging me
Although the user states they canceled their account three times, there are no records of this action being taken.
As the customer is seeking cancellation, we took the liberty of logging in as user and found no discrepancies with cancelling the account following the steps previously provided. We can confirm the account associated with *** has now been canceled.
There will be no further action taken on this complaint as the account was successfully canceled.
(The consumer indicated he/she DID NOT accept the response from the business.)
I didn't cancel when it did not Port the phone support told me it was cancelled. I called to canclc again said they would. Freedom pop didn't not cancle until after this account. Was told twice it would be cancelled before this account
This is quite simple. Really.My cousin died. I am in charge of his estate.I have his phone number. I do NOT have any passwords or codes.I MUST cancel his account, yet I cannot get a hold of a REAL PERSON in order to take care of my fiduciary responsibility.I need a way TO TALK to a real person and resolve this matter.Any attempts go to an automated system that is in a loop and just hangs up.
Other (requires explanation) I want to speak with a LIVE PERSON from Billing or whatever department deemed proper in order to resolve this by telephone.I cannot be the first person who has had a death in the family.
We're saddened to know of the passing and send our profound condolences to friends and family.
The relative may send a request of cancellation with proof via death certificate to ***. Any renewal charges incurred after the deceased date will be refunded upon cancellation.
The relative may also reply here should they have any further questions or concerns.
(The consumer indicated he/she ACCEPTED the response from the business.)
It would serve a purpose if Freedompop were more forthcoming on how to handle such situations. The company HIDES behind the inane and very disturbing "valley girl" automation system.
After filing the complaint, I went DIRECTLY to the CEO by email. He responded within a few days and resolved my problem by putting me in connection with a representative of the company. This resolved my problem. BUT, it does not resolve problems for others who cannot get to a REAL, LIVE person to have issues resolved, such as mine, on a timely basis. I consider the case closed. You folks decide how you with to handle it.
They charged me $605 billed monthly at 32.98 for cellphone service service I did not receive.
I purchased the $1 sim card. The service did not work with my phone so I was unable to complete the setup. The sim card did not work. I was unable to even access the website. The sim card was never configured and could not have been used for anything. I never made a single phone call, text, data or any service at all.
I just noticed they have been charging me monthly since 5/2017 for a total of $605 for a service that I couldn't have possibly used.
I called customer support at XXX-XXX-XXXX. The only way you can talk to them is to sign up for a VIP monthly service plan for $5.03 per month. I paid for the VIP service to talk to support in India, but they were not helpful other then offing to refund $32. I called a second time the same day and had to pay the same $5 monthly fee again for customer support.
They agreed over a recorded phone call that my sim card was never configured and could not be used. They also agreed that the only service they could have provided was their billing service.
A full refund of $605
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order ##XXXXXXXX) on 5/15/17, which included a free trial of our Premium 2GB LTE 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 the customer failed to downgrade or cancel their account prior to their renewal, the account incurred charges which are considered valid on our end. Although the customer states they were unable to successfully use their device, our records do not show any history of the customer reaching out to support nor was there any attempt to downgrade their account until it's cancellation date of 10/26/18. At this point, the customer was issued a courtesy refund of their latest renewal charge in the amount of $34.86.
The customer's account was then reactivated per their request in order to access their account on 10/26/18. Therefore, the account remains active since it's reactivation on 10/26/18. Should the customer no longer with to have their account active, they may proceed with canceling by following the steps provided in the link we've shared. We ask the customer to have a look at their convenience.
Cancel Account - ***
Unfortunately, there will be no further refunds honored as the charges are considered valid on our end.
(The consumer indicated he/she DID NOT accept the response from the business.)
They only have paid customer support, so I emailed them to cancel my account after we couldn't get their service to work back in May of 2017.
They did not provide me with any service, ever at all. They didn't activate the sim card, give me a phone number and the app didn't work on my phone. They only service possible for Freedompop to provided was to charge my credit card every month.
They sent 1 email to my spam filter that states $7.99 after the first month. No other emails and no message to tell me they raised the rate to $32 per month.
Here is a copy of the email from Freedompop...
5/15/2017 From
Your Purchase Details
Due Today: $0.99 (includes taxes, if applicable)
First Month Service Cost: $0.00
Plan: Free Trial Premium 2GB LTE Unlimited ($0.00)
Device: LTE SIM Kit - 3-in-1 - Voice/Data Bundle ($0.99)
Shipping Option: Super Saver ($0.00)
Additional Services: FreedomPop Premium Plus Free Trial ($7.99 after first month)
Although Live agent support over the phone does require a paid subscription of Premium VIP support, but we do offer 100% free support options via email at freedompop.com/contact along with social media at ***
Our records reflect the user reaching support on 10/26/18 and nothing beyond that. Per our TOS a customer must reach out within 30 days regarding a disputed charge so we may investigate. As the customer did not reach out, the charges were considered valid. However, a courtesy, we have issued refunds which were incurred for renewal charges. The total amount should reflect $100.82 once the refunds process. These refunds were issued on 10/30/18.
We have also attached a copy of the user's sign up order which was initially sent via email. The copy of the sign up order discloses the charges which will be incurred if not downgraded prior to renewal. We ask the customer to have a look at their convenience.
Beyond the extended courtesy refunds, there will be no further refunds processed on our end. We apologize for any inconvenience this may cause.
Freedompop botched my cell phone port in request which lead me to lose my long time cell phone number and they won't help to get it back
after I ordered freedompop prepaid cell phone service, I tried to port my ATT *** to freedompop on freedompop website. The site kept report error saying "unknown error" during the porting process and claims that it couldn't finish the porting process. However, in about 30 minutes, my service was deactivated by ATT as ATT saw the number being ported out by freedompop. Despite repeated service requests in two months time since the porting incident, Freedompop has used the same excuse that "our development team is looking into it" and finally said "we couldn't find anything in the system and the phone number was not ported" despite the fact their system had repeated report error and issued multiple "refund" for my porting request; they refused to take responsibility and help me to regain my long time cell phone number.
I demand freedompop to take responsibility and finish the botched porting request and have my cell number activated into my freedompop account so I can retain my long time phone number.
I want my phone number *** activated into my freedompop account ASAP.
We're sorry to learn of the customer's unsatisfactory experience with us and appreciate the opportunity to provide some clarity on the matter. According to our records, the phone number (XXX) XXX-XXXX reflects on the account associated with the LTE SIM Kit (***). The phone number appears to be in effect since 11/7/18.
If this does not reflect on the customer's end, we ask that they uninstall and reinstall the FreedomPop messaging app to ensure everything synchronizes properly.
We were also able to notice the customer's LTE SIM Kit (***) is associated with phone number (XXX) XXX-XXXX. Again, should this not reflect on the customer's end, we ask that they uninstall and reinstall the FreedomPop messaging app.
The customer may reply with an update here or they may also reach us at ***@freedompop.com with *** provided in the subject line.
Purchased a phone in June, billed for amount not agreed to. Disputed charges 2 months. Now they've completely cancelled my account due to the disputes
Purchased a phone in June, billed for amount not agreed to. Disputed charges 2 months. Now they've completely cancelled my account due to the disputes so I'm left with a useless phone since I have no carrier. They now also refuse to let me return phone (still unopened) because it's past 30 days, even though we've been speaking about this since I received the phone in June (well within 30 days). Wouldn't have disputed except that they would not communicate. Every time I opened an issue they promptly closed it. Had a phone with their basic plan for several years before this happened without too much issue but my son accidentally threw the phone away so I just needed a new phone to continue with my basic plan.
Either let me return useless unused phone and get a total refund or reopen account and let me use the phone I purchased.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Samsung Galaxy Note II on 6/20/18, which includes Phone Protection ($5.99) along with a free trial of our Premium 2GB ($24.99) and FreedomPop Phone Premier ($9.99). 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 reached support on 6/20/18 regarding a lost device and a new purchase. The customer was informed of their account associated with a Moto E being canceled on 6/20/18. The customer requested to downgrade their second account (Samsung Galaxy Note 2) and so on 6/22/18 they were provided with instructions on how to successfully downgrade their account and deactivate their add-on services. The customer was also informed their service is activated upon shipment of the product. Upon giving this information, our representative requested the customer's consent to downgrade their account as a one-time fee would be incurred due to not having the minimum amount in account credit.
We require our free plans to have a minimum of $2 in account credit to help avoid unexpected charges as a result of data usage beyond their plan's allotment during our data reporting delay - the default amount of credit to add is set to $20. If a customer does not use any data beyond their overage, the $20 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
Unfortunately, due to the customer not willing to pay the one-time $20 in account credit, the account's trial became a paid subscription which is why they've incurred
renewal charges in the amount of $40.97.
The customer again reached support on 9/27/18 requesting to return their device and upon doing so, a representative informed the user they have exceeded our 30-day return policy. The customer stated they did not agree to subscribe to any paid plans. However, our customers agree to the trials becoming paid subscriptions if not downgraded prior to their renewal. As the customer did not downgrade, the renewal charges are considered valid on our end.
As the customer downgraded their account on 10/1/18, they incurred a $20 fee. However, this was refunded as a courtesy on 10/9/18 along with a their renewal charge of $40.97 (9/23/18) being refunded as well.
Following these actions, the customer filed a dispute with their financial institution for the prior renewal charges. Therefore, due to the dispute, their account was canceled as this is in violation of our TOS.
FreedomPop's policy states that if a customer has concerns with billing, shipping or tech related issues to please contact our customer support team for assistance before contacting your financial institution to receive proper assistance and to avoid account cancellation.
Unfortunately, the customer will now have to seek a resolution with their financial institution as their account will remain canceled. We apologize for the inconvenience.
No further action will be taken on this complaint as the customer has violated our TOS and must now seek a resolution with their financial institution.
(The consumer indicated he/she DID NOT accept the response from the business.)
Because I cannot at this time guess what the financial institution will do after this period of time on the charge for the phone itself. I've offered several times to send it back as it is still in the condidtion that I received it, unopened. If they're leaving it in my financial institutions hands, then they should actually want to get the phone back and not lose out entirely. Business should learn you can sell something to someone and then refuse to sell them the part that makes it work. And no one can make head nor tails of their complicated "rules". Since they control the customer service and close issues before resolution, they make it impossible to resolve issues and force us to "break the rules" by going to our financial institutions. They failed to mention that before all of this additional complexity we had a mutually satisfactory experience for years. They changed. I did not. Issue should not be closed until my financial institution can respond.
As we understand the customer is unsatisfied with our response, unfortunately, they are out of the 30-day return policy. Via our TOS upon sign up, customers are informed of our 30-day return policy along with our 90-day exchange policy.
Although the customer is not eligible for a return, we have released the Samsung Galaxy Note II (MEID XXXXXXXXXXXXXXXXXX) from our database so they may use it with another carrier.
Per our records, the customer requested to return their device on 10/1/18 which exceeds our 30-day return policy. However, as the customer did reach out on 6/20/18 prior to their renewal indicating they did not want to pay for services, we have issued a final courtesy refund in the amount of $40.97. We ask the customer to allow 3-5 business days for the refund to process.
As there are no more charges to refund and the device has been released for use with another carrier, there is no further action we will take on this complaint.
We apologize for any inconvenience this caused on the customer's end.
(The consumer indicated he/she DID NOT accept the response from the business.)
A business cannot rightly sell one product but withhold the second service which makes the product work. Without the original service I had for years the phone is useless to me. Doesn't matter whether they've "released" it to another carrier or not. No other carrier has the service which Freedom has provided me for years. It is the right thing to do to refund the money I paid for the phone and I'm glad to return the unopened phone to them. The fact that I asked to return the phone after 30 days is irrelevant as I was in communication with them from time of purchase until they cancelled my account recently in their refusal to continue to supply the service necessary. I continued to communicate because I believed that we would come to a resolution of our differences. They, of course, never said 'if you don't agree then send phone back' but just kept responding to my issue without resolution. They hold all the cards here: selling only phones that will work with their service; selling the service necessary; and control of customer service that closes tickets without resolution, forcing communication to be reopened with a new ticket, thereby forcing issues past the 30 day mark by months. The customer cannot win ever with that kind of non-response. If they won't supply the service I need for the phone I purchased (the same service I've had for years with them) then it is the right thing to do to refund my money. Nothing else would be ethical.
I have closed the account and Freedompop did not refund the balance of my deposit.
Product_Or_Service: Cell phone service plan
Other (requires explanation) Refund the deposit back to my paypal account.
We're sorry to learn of the customer canceling their account with us along with not receiving a refund for the unused account credit. However, we appreciate the opportunity to assist in resolving the matter at hand.
Our records indicate the customer canceled their account on 10/13/18 and the account had a balance of $12.86 remaining in account credit. We can confirm we have issued a refund in the amount of $12.86 and ask the customer to please allow 3-5 business days for the refund to process.
As of 10/29/18, the account associated with *** remains canceled and has not incurred any charges.
There is no further action needed on this complaint.
I bought a SIM card from them for $0.01, being told that I could after that sign up for whatever service plan I wanted, the lowest being $10 a month for 1GB of data. I decided not to sign up for their service based on LTE pricing since I am used to having 10GB with Straight Talk. Suddenly I have a $98.88 charge going thru my PayPal showing as a Pre-authorized charge. I did not agree to this. When I try to contact the company, it will not let me get thru to the billing department. I contacted sales and explained my issue and they transferred me to billing which takes me to the same menu I cannot get past. I called sales back and before I could tell them what happened they transferred me again. I called sales back again, and got a different agent. I started by saying "Do not transfer me" and before I could get anything else out he rudely interrupted and said "Let me stop you right there if you have billing or support issues you have to speak with that department" I replied "I cannot get thru to the department it won't let me" he tells me "Go online and use email/phone info to log in" I told him "It won't let me I've tried that I've been trying to get this resolved for an hour. Please get billing on the phone for me then transfer me" he says that he cannot. I then request a supervisor at which point he transfers me to activations, which won't let me past until I tell it I want t live agent to assist with activation, and then I get the same person on the phone! As soon as he realizes it's me he transfers me back to that same menu again, I again get thru to him, at which point I threatened to report them for fraud/scam activity he tells me I have to speak with the billing department supervisor and transfers me again. This is ridiculous, I cannot get thru to this company and they have stolen money from me! Do not get swindled by them!
Product_Or_Service: STS Media, Inc. dba FreedomPop
Other (requires explanation) I want a full refund of all the money they have charged my account, because this business is a scam!
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 10/8/18, which included a free trial of our Semi-Annual subscription for Premium LTE ($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.
Therefore due to the account not being downgraded nor canceled prior to the 14-day trial coming to an end, the account incurred a renewal charge in the amount of $98.88. As the account will remain on a paid plan due to it being a semi-annual account, a full refund will not be honored for the active account.
The customer may cancel their account at which point a refund may be issued. However, should the account remain active, the customer will not receive a refund due to the plan still being in effect.
The customer may reply here should they have any further questions.
Purchased a phone from them in Feb. 2018 for $49.99.Did not like their service but wanted to keep the phone.Could not get them or Sprint to carrier unlock the phone.Filed complaint to FCC.They responded they could only refund my money.I returned the phone.On 10/2/2018, they emailed to say they credited my paypal account $49.99 and the ***.I never saw the credit on my paypal account and cannot get them to respond when I try to contact them via phone or email.
Other (requires explanation) I want them to credit me the $49.99 like they told the FCC they would.
We're sorry to hear of the customer's unsatisfactory experience with us and appreciate the opportunity to assist in resolving the issue. Our records indicate the customer purchased a Samsung Galaxy S4 (***) on 2/22/18 and was canceled on 3/17/18 along with being issued a 30-day RMA for a refund. However, the customer did not return the device within the 30-day return policy.
As a courtesy, the customer was extended the opportunity to return their device for a refund. However, as the PayPal refund date from the initial order exceeds 180 days, a check will be issued in the name of ***. We ask the customer to confirm if the address we've provided is accurate. If it isn't, we ask the customer to please provide their address accordingly.
***
City: ***
State:
Zip Code: XXXXX-XXXX
We look forward to the customer's update which they can provide here or they may also reach out via email at *** with *** provided in the subject line.
(The consumer indicated he/she DID NOT accept the response from the business.)
I confirm they have the correct address and will accept their response after I have received the refund check as there never was any uncertainty of my address; they could have mailed the check at any time or reached out to me for information. It is ridiculous that businesses behave this way.
We appreciate the customer's confirmation. We can confirm the check has been requested and will be sent asap.
We appreciate the customer's patience and understanding throughout this process. However, should they have any further questions or concerns, they may reach out via email at *** with *** being provided in the subject line.
There is no further action needed on this complaint as a check will be sent in the amount of $49.99.
(The consumer indicated he/she DID NOT accept the response from the business.)
Unfortunately, FreedomPop has been very evasive in regard to this matter. I am happy that working through the Revdex.com has gotten them to respond to this issue. I will accept their resolution after I receive the check and my bank is able to deposit the funds. I have to be this way because they not responded to any requests without Revdex.com or FCC complaints. I don't believe this is an isolated incident because someone has created a 'Victim of FreedomPop', Facebook page and there are several posts on that page similar to my experience.
They took money out of my account without my consent and are refusing to refund.
Freedom Pop took money several times out of my bank without my permission and now the customer service representative is refusing to issue a refund
Full Refund
/We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Unite Mobile Hotspot (Order #XXXXXXXXX) on 8/10/18, which includes a free trial of our Premium GSM 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
However, as the plan was downgraded from Premium 2GB to Basic GSM 200, the customer now has a threshold of 200MB per month. Therefore the customer will incur a top-up charge ($15) when coming within 100MB of their data allotment. As the customer
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."
As the customer has exceeded their data allotment in their previous two cycles, they have incurred top-up charges in $15.00 increments. However, we can confirm these charges have been refunded as a courtesy on 10/20/8. We ask the customer to please allow 3-5 business days for the refunds to process.
We have also take the liberty of reactivating the customer's account credit as it had expired. Account credit expires after 30-days of not being used. So if the customer's account credit expires once again, they may reactivate this at no cost by logging into their account at ***, followed by clicking on "Billing" then clicking on the Credit Balance Tab and finally clicking on "Activate Credit" which can be found at the bottom of the page.
We ask the customer to please take note that any future top-up charges will be considered valid and non-refundable. So we recommend the customer log into their account at *** where they can manage their data activity.
There is no further action needed on this complaint.
Was charged a $15 fee I did not authorized
I signed up for service cause it was free. I paid the 10.00. The low and behold I get a charge on my Bank statement of 15.00 that I did not authorized. I emailed support and no response.I can't get my meds cause you took the 15 out. I payed by debit card.
Seeking a refund of 15.00 and to return the device free of charge
Please cancel this response as the business has refunded my account
They are charging me for a service I never signed up for.
Two times this company has charged me for their services I never signed up for. Somehow, they have access to my Paypal account that was set up for an automatic payment. I never did this. When I called them, they transferred me to an automated line that said I needed to sign up for an account to talk to customer support. I don't know how to file a complaint with them when they won't talk to me without an account I never had.
They stole $221 from me and I would like it back.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (***) on 3/15/18, 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.
Should the customer look to cancel their account, they may do so at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
However, as the customer states they never signed up for our services, 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.