FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Just don't do it. I wanted to like them, but there is just too much shady business going on there to give them a good review. You have to really read all the fine print and cancel any service or feature you don't want. There are a number of them that are tacked on. Also, if you are on the "free" plan BEWARE. You will have to put some money into your account to cover it if you go over the free amount of data. There are 2 tricks that are used here that you have to be careful of.
If you are planning on using the free sim for some extra data each month (i.e. a second sim slot on your phone or hotspot) watch your data. You can't rely on tracking it with your phone either through mobile data because it will differ from you freedompop account usage. You must check the data usage in your freedompop account regularly because they will often log you as using more data than you actually used. A lot more. This will add up so quickly you will run out of "free" data in no time and then you account will be automatically charged (topped up) so you can keep using the service.
The second trick they use is a total scam. Even if you are super careful with your data usage and don't go over the limit so you don't get charged, there is another way they get you. Every month your account credit will just "expire" (or deactivate) so it treats your account like there is no money in it even though you had money in there to keep it active. Then, the next time you try to use your data, it will bill you to top up the account again because it will register you as having no credit on your account. Even though you had a credit on your account, for some reason they make that credit expire. You can go in and reactivate the expired credit so you haven't actually lost the money but it is a big hassle. The credit is only supposed to be there in case someone goes over their data plan. What is the idea behind making a credit expire? That's what a credit is for! They do this purposely so they can charge you again.
If you just want to use your plan with little to no hassle this is not for you. If it seems to good to be true it is. Just don't do it.
ORDER ID is XXXXXXXXX refund amount is $46.98.Device: Netgear Unite Mobile Hotspot has been returned.Track Fedex package: XXXXXXXXXXXXXXXXXXXX.
I ordered this by mistake and when I called freedompop I asked them to cancel the order.I was told that it had to be shipped to me and for me to refuse the shippment and after it gets returned back to them then I would get my refund.they got their item back and I have called them several times for my refund,but its like talking to the wall.Im an disable 67 year old person thats on low income and I need this money to live on.Please refund my money asap,thanks
refund amount $46.98
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# ***) on 6/3/18 and was refused as stated by the customer. We can confirm the refund of $46.98 was issued for a refund on 6/22/18. We ask the user to please allow 3-5 business days for the refund to process.
The charge of $15.00 was refunded on 6/3/18.
The account associated with Order# 103612732 remains canceled and no further charges will be incurred by this account.
There is no further action needed on this case.
Thanks for the refund
Customer must pay for customerservice. No one will return my emails. Paying for data that I am not using. Slow service Can not remove features $`
My wireless hotspot was turned off and my data counter said that data was being used. No one else uses my hotspot but me and no one else has the password. Service is extremely slow even when I am not exceeding data limits. Need to change my service plan but no one will contact me. I have sent 10 emails and no one has returned any of them. After being promised free data, I am charged $25 per month. I understand the charge and Im willing to pay but there is zero customer service. When I signed up, it was not mentioned that I would need to pay for customer service. I want my device unlocked or refunded and shipped back to the company. This is not what I signed up for. I can not even disconnect my account online without paying to speak to a rep.
I was automatically signed up for extras that I did not want and now I cant change the plan online. I am supposed to call but I have to pay to speak to someone.
The data counter on my device and online says that I use data that I DO NOT EVEN USE and I am being charged unfairly.
I want out of this plan without paying to speak to someone and I want my money back for the hotspot OR I want it unlocked.
NO ONE WILL ANSWER MY EMAILS!!!!!!!
I want my hotspot unlocked or I want a refund for my hotspot. I do not wish to use freedom pop any longer. I can not even disconnect my account online without paying to speak to a rep.
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 #XXXXXXXX) on 2/28/18, which includes a free trial of our Premium 2GB ($19.99) and FreedomPop Premier ($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.
Our records also indicate the user was provided with support on 4/9/18 in response to their email sent on 4/8/18 which they inquired about $27.98 charge which they wished to upgrade. The representative provided information regarding the charge along with a breakdown of why they incurred a $27.98 charge. The representative requested information as to which plan the customer would like to upgrade to and never received an update.
The customer then reached out on 5/5/18 requesting information regarding the data usage and was provided with information regarding their usage along with a rough on data consumption.
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 facebook.com/freedompop and twitter.com/freedompophelp.
Customer's may also manage their accounts by following the instructions on the links provided:
Cancel Account - https://support.freedompop.com/app/answers/detail/a_id/2634/kw/cancel
Downgrade Plan - https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade
Add/Remove Services - https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade
Purchased phone through ebay freedompop site. The returned 1st defective phoe, they would not accept return 2nd phone.
I piurchased the phone through their ebay freedompop company. The 1st phone(took over a week to recieve) had backlights that did not light. They accepted a return for this. I was sent a second phone (return took a week, then another week for them to send out a replacement). This phone had a corrupt Ios I found out after freedompop would not assist me over the phone, nor accept a return. I had been charged a .99 cent activation for the 1st phone I was not refunded. I was charged a 999 cent activation for the 2nd charge, 10.00 other fee, and a 79.99 charge for a year service. Without a working phone I could not use service. This happened on Friday and they have no weekend support. I brought my phone to a phone repair place and was charge for fixing the operating system back to factory. This money was another out of pocket charge of $50.00. The phone now works, but from no small part of my doing and money. I feel they are scamming for these activation fees and leaving customers on the hook for services they won't support. The did refund some charges, but at the very least I am out the first 99 cent charge, then $50 charge to fix their refurbished phone. My wife has spent 10 hour plus on the phone with support of the course of the times trying to work this out with no success. This company has shown a non caring way of supporting their devices and their services, while charging for assistance that they should be responsible to fix.
I feel that because I did the work to refurbish the phone myself that I should not be on the hook for the amounts. The phone should have been in proper working order from the beginning.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered (Order #XXXXXXXXX) activated their device on 6/8/18, which included a free trial of our annual subscription for Annual 1G ($79.99) and an activation fee of $0.99. The customer then incurred a $9.99 charge for the VIP activation fee.
Should a customer purchase their device via a third party such as eBay, the customer is within their refund policy. However, all exchanges within the 90-day policy will be done via FreedomPop. We offer 90 days as we understand some devices run into issues earlier than expected. In order to view the 90-day exchange eligibility, we do ask customers to provide the eBay order number associated with the device, as would be the case here should the user be interested in an exchange.
The customer reached our support on 6/8/18 and was provided with the option to contact eBay in order to replace their device as it was deemed a rooted device or to reach out to Samsung hotline for assistance on how to resolve the issue with their device.
Due to the agent's error, we are more than willing to rectify the error. However, we do request the customer to provide proof of the charge associated with the unrooting of the device at which point we will verify on our end. The customer may provide the requested information here in this ticket.
they do not solve their problem
I bought the phone from them(HTC EVO 4G). Their app doesn't work any more. They don't offer a solution to solve the problem. Their tech supports even cannot transfer call to another department.
fix the problem to use HTC EVO 4G or provide transfer to another device for no fees.
We're sorry to learn of the customer's unsatisfactory experience with us. We do offer several troubleshooting steps which can be found on our support.freedompop.com site depending on the device the customer has.
We were unable to locate an account associated with ***@gmail.com. The user will have to provide the email associated with the device in question so we may assist properly.
I got port out info from FreedomPop and asked Sprint to submit a port request to transfer one number from FreedomPop to Sprint on June 8th, 2018. Sprint submitted correct info to FreedomPop. But FreedomPop has not approved the request after 5 days. I contacted FreedomPop customer service and the agent always said the number will be released automatically. But it does not. The agent then does not reply my mail and my port request is always pending.
My FreedomPop account is ***@gmail.com. The phone number to transfer is XXX-XXX-XXXX.
Product_Or_Service: Port out request
Account_Number: XXX-XXX-XXXX
Finish the job I want my number (XXX-XXX-XXXX) to get released to Sprint ASAP.
We're sorry to know the customer's port out has taken longer than should. Unfortunately, the phone number XXX-XXX-XXXX is not associated with a FreedomPop account. We were also unable to locate the phone number with ***@hotmail.com.
If the customer's phone number is yet to port, we will need the email associated with account so we may take a closer look at the issue.
(The consumer indicated he/she ACCEPTED the response from the business.)
The port-out process was completed after 10 days. It's longer than expected, but went through finally.
Customer Support website does not allow Submissions
Here is a link to a forum post on the company's own website where customers describe the problem. You cannot log into their Support website and therefore you cannot submit support items to them. They provide no phone support unless you pay for it. They are a company with customers who cannot contact them.
https://forums.freedompop.com/us/discussion/
Please get them to fix their website so they people can resolve the issue they have with this company directly with them.
We're sorry to learn of the customer's unpleasant experience with reaching assistance via support.freedompop.com. Our team is looking into the reported issue. However, we do have various additional methods to contact our team including phone and social.
(The consumer indicated he/she ACCEPTED the response from the business.)
People have marked the site as not working for years now. So while it is true you can contact the company in other ways it is difficult to find those ways with no support website. I do not believe it is true that anyone is exploring fixing the site. Its a shame. The company seems ok once things get working.
$15 Refund Request
When I downgraded their trial plan, FP automatically charged me $15. I asked them to refund this and it went nowhere. What I wanted was not having to reactivate the $15 on a monthly basis. I asked them to quote me the rules and I got the below replies:
Response By Email *** (05/24/2018 09:18 AM)
Hello ***,
Thank you for contacting FreedomPop Online Services. My name is *** and I will be the agent assisting you with your concern. It is our understanding that you are inquiring about a $15.00 charge on your account and you are requesting reimbursement.
Upon account review related to the e-mail address:***@gmail.com; we have found that upon completion of signup, a subscription to a free 30 day trial for the Premium 500 was authorized when selecting the agreement to the terms of service box.
Within the terms of service, if downgrade or deactivation of services at the conclusion of your free trial is not completed the service will remain active and automatically renew at the rate of $32.98
The account was subscribed to the following services Premium 2GB LTE , FreedomPop Phone Premie totaling in the amount of $32.98 each billing period.
Please be advised there is a $15.00 charge for that transition. We have implemented this requirement to ensure that your account remains active in the event you exceed your data allotment. There is a three hour delay in data reporting to our system, for this reason it's possible to exceed your plan limit before our system recognizes your data usage, and suspends your service. This $15.00 credit protects you from any charges that may result from this 3 hour delay.
Unfortunately, the refund is not applicable as a downgrade was completed on 05-23-2018 from Premium 2GB LTE Unlimited to Basic LTE 200, As per our terms and conditions, Because actual data usage may be delayed up to 3 hours, to protect ourselves from fraud and leakage, you must have minimum account balance to be on 100% Free account, if not, $15 will be added to your credit which can be used for data overage. It's important to have credit on your account to protect against fraud and data leakage
Please be Inform that the charge is added into your account as credit that you will be able to use with your phone services.
please note that All payments made by you to FreedomPop are final and are non-refundable, you can verify our terms and policies for additional information.
https://www.freedompop.com/service_plan_terms.htm
As a valued FreedomPop customer, we hope that we have addressed all concerns. However, should you need additional assistance, please feel free to respond to this incident and we will be more than happy to assist you.
Just credit me back my $15. I'll choose when and how much to top up at my convenience, not the nuisance of watching my credit expire monthly and the hassle to reactivate it.
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 $15. If a customer does not use any data beyond their overage, the $15 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
The customer has two options:
1: they may upgrade their account's plan to a paid plan at which point a refund of $15.00 may be issued as a courtesy.
2: remain on the Free Plan at which point the $15.00 is non-refundable due to being within our TOS.
(The consumer indicated he/she DID NOT accept the response from the business.)
In the past they refunded my $15 with no issue. Now they are making a big stink about this.
It's not the $15 but the nuisance of going in monthly to reactivate the credit. Every month the $15 will expire, and I daresay that FP is banking on customers to "forget" so they can eat the credit.
You should see the emails back and forth. They rather spend 10 hours on this issue than to make a big stink about this. Needless to say there is no customer service.
I want them to credit my $15 or I keep moving this issue up to FCC and let others know how deceptive their "free plan" is. It's not free!
The Basic 200 plan is at no cost. However, the user was required to have account credit in order to not incur the $15.00 charge. Being that they did not have the required amount of credit, the user incurred the charge. Due to our TOS, we will not issue the refund of $15.00 unless the user proceeds with the upgrade of their plan. Otherwise, they will have to continue logging into their account and reactivating their credit.
In case there is any confusion, the user does not need to add another $15.00 now that their account has been downgraded to the Basic 200 Plan. So, should their credit expire, they will NOT incur another charge of $15.00 for remaining on the Basic 200 Plan.
Regarding customer service not being available, we do offer various online channels where users may reach out such as freedompop.com/contact and our social media channels.
We offer the customer three options they may proceed with:
1: they may upgrade their account's plan to a paid plan at which point a refund of $15.00 may be issued as a courtesy.
2: remain on the Free Plan at which point the $15.00 is non-refundable due to being within our TOS.
3: the customer may cancel their account at which point their $15.00 will be refunded.
There will be no further action taken on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
This is going in a circle, exactly what I expected to see. I can tell you in the past whenever I asked for this, and I have multiple accounts, FP would just credit me the balance and let me set up my own top up amount at my convenience.
I'd like to post this as a complaint to let other customers know that there is no customer service at FP, just that someone want to waste everybody's time going back and forth with emails that lead to nowhere for a small amount.
Over 3 weeks without service waiting for them to enable my service on my sim card, despite paying for Premiere support service from them.
5/8/18 a rep told me I needed to upgrade to the LTE sim. The sim card they sent me was received 5/14/18 & was tied to someone else's cancelled account. One of the services that I pay for is "Premiere Support- Make sure your phone ALWAYS has internet with immediate personal support". I have been waiting for them to complete the migration of my account to this sim card so my phone will work but it is 6/7/18 and my phone still is without working internet/ service. When support does respond I get conflicting responses, One rep saying that the ONLY WAY is for me to give up my current plan and pay for them to activate my account on the sim and they will refund it, the second rep being to wait for an update and that it has been escalated to their support/development team, who is working on it, which is the same response I have gotten since 5/19/18 anytime I ask for an update on my account. All I want is my services to work so that I can use them.
I would like the migration of my account to this sim to be completed instead of being told to wait further as it's been an unreasonable amount of time, or asked to pay/change my plan. I was told by a Support representative via Twitter that there would also be 1 gb added to my account when this is completed and it would be nice if that was upheld as well as ensuring that my $19.03 Top Up Balance is in tact after the SIM migration is completed.
We're sorry to learn of the customer's unsatisfactory experience with us. Our records indicate the migration of the LTE SIM has been successfully completed. We will reach out via direct email at ***@gmail.com to expedite a resolution.
(The consumer indicated he/she DID NOT accept the response from the business.)
Without my authorization or knowledge they downgraded my plan and made TWO unauthorized charges on my credit card after I had declined consent for them to do so. These charges resulted in overdraft fees from my bank. I have since filed complaints with the FTC and FCC for these unauthorized cellular plan changes (after being told for over a month that my plan would remain the same) and the illegal credit card charges.
We're sorry to learn of the customer's continued unpleasant experience. We've reached out via email at ***@gmail.com to expedite a resolution. We ask the user to respond to the email so we may assist them with a resolution.
We have been with Freedompop for at least three years. Much of that time we had their "free" calling plan but it was never "free." We had a $15 charge in case we used more than the 500MB allowance. We never used over the allowance but also never saw the $15 either. Over and over again we would be charged for extra services we inadvertently clicked on by mistakea mistake on our part but planned on their part. We went to their paid service but reception was still as bad as ever so went back to "free" service and decided to port our phone and number to another companybig mistake! They don't take calls from customers on the free service and also it takes weeks to get a number ported from their "free" plan. Trouble all the way. I would never use them again.
FreedomPop requires the use of their proprietary messaging app, which uses inordinate amounts of data anytime it's turned on, effectively forcing customers to upgrade plans. The app has used over 100MB of data in the first three days of my billing cycle, and I've only sent and received 35 text messages with no photos, videos, etc. The app registers multiple transfers of 20MB for no reason. Customer service can't help, and the forums show I'm far from the only person experiencing this.
Product_Or_Service: SIM card, 200 min/500 text/200MB plan, voicemail
Account_Number: XXX-XXX-XXXX
Contact by the Business Reprogram the app to stop ripping off your customers. We accept terrible service, coverage, and features for the sake of a cheap plan. But if you intentionally make the plan impossible to stick to, that's fraud.
We're sorry to hear of the customer's unsatisfactory experience with us. Our messaging app does not use data when sending texts. However, it can use data if making calls and not connected to WiFi. Also, there is a 3-hour delay in data reporting which can also factor into data usage appearing later than expected. This information is disclosed prior to checkout and customers are provided instructions on how to manage their subscriptions through our self-help tools via a follow-up email after they've signed up with FreedomPop.
Our records indicate the customer reached out and was informed sending text messages do not use allocated data. The customer was informed to disable automatic downloads on Android email.
The customer has since asked to port out their phone number and was provided information on how to achieve such request.
(The consumer indicated he/she DID NOT accept the response from the business.)
If the required, proprietary app uses over half my data for the month in less than an hour of talk time, I believe that qualifies as a scam. You can't charge customers BOTH minutes AND data for talking. The only "workaround" would be to do all my business on WiFi, which kind of defeats the purpose of a "cell" phone.
As for disabling background data on other apps, I provided FreedomPop with screen shots clearly showing that their app was responsible for more than four times the data of all other apps combined. All background data was already disabled. I was forced to change carriers because FreedomPop is clearly rigged to prevent customers from staying under the plan caps.
As stated by previous representatives, the app itself does not consume data. However making calls which are not directed through Premium Voice. We ask customers to take our 3-hour reporting into consideration as this can ultimately reflect at different timing.
We noticed the user downgraded their account from Premium LTE 2GB Unlimited Semi-Annual to Basic 200 Semi-Annual and also deactivated FreedomPop Phone Premier Semi-Annual. Therefore, we have issued a refund of $11.34 which was charged for Semi-Annual Visual Voicemail. Please allow 3-5 business days for the refund to process and reflect on their end.
The user will have to follow the port-out process provided by our representative.
There is no further action needed on this case.
I purchased a smart phone from them. I received it on 5-12-18. I had it activated on 5-15-18. On 5-16-18 about 11:30 am it died. No display won't turn on. I requested a replacement. It took them 4 days to understand I bought it from them. I have been requesting a replacement or refund ever since. So far I have not gotten any response. I have a trial of e-mails to back this up.
Product_Or_Service: Samsung Galaxy s5
Order_Number: XXXXXXXXX
Refund Ok this is what I want them to do. They will send me a prepaid envelope to send the phone back. They will refund me my money. They will wipe out the monthly charge for my service. They will at no charge reactivate my old S3 phone with the number.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Samsung Galaxy S5 on 5/2/18. The user then reached out on 5/15/18 as they were having issues and then they were issued a battery replacement on 5/22/18.
The customer was then issued an RMA on 6/8/18 as their device did not function as should. The customer was also issued a refund of $40.97 on 6/7/18 which was for their renewal of Premium 2GB ($24.99), FreedomPop Phone Premier ($9.99), and Phone Protection Plus ($5.99).
The customer will have to follow the instructions provided in the RMA so they may receive a refund once the device has reached our logistics center and has been processed.
This case is considered closed as their requests have been honored by our representatives.
(The consumer indicated he/she ACCEPTED the response from the business.)
Charging AGAIN for services not rendered. Charging accounts without authorization.
I used their hotspot services 5 years ago, they stopped providing service but were still charging my account. Fought with them to get my money back and never did. Now, years later they just tried to charge my account again.
I'd love for my account information to be removed from their systems so they do not keep charging me for services I haven't authorized or purchased. I'd also like to actually hear from the company. Emails, phone calls, and letters sent in the mail have had no response.
We're sorry to hear of the customer's unsatisfactory experience with us. If the customer is being charged, this can be due to an account remaining active even if the device is not being used. That being said, we were unable to locate an account associated with ***@gmail.com. However, we did locate an account associated with ***@insight.ly which remains active.
We ask that the customer confirm if this account belongs to them before we can make any changes to the account.
We look forward to their response.
(The consumer indicated he/she DID NOT accept the response from the business.)
This email has not been active or used for several years now. I cancelled the account, long before deactivating the email address, and the device multiple times with their support team and still found the charges on my bank statement.
Our records indicate the customer reached out for support on 4/6/16 and was refunded $15.96 for the renewals of FreedomPop Data Rollover ($3.49). However, the account was never canceled on the user's end. Therefore, there were failed charges of $0.01. A $0.01 charge can be applied, please refer to our Service Plans Terms agreement freedompop.com under "Active and Suspended Broadband and Phone Service".
We have issued three refunds each in the amount of $0.01 for a total of $0.03. Please allow 3-5 business days for the refund to process. We can also confirm we have canceled the account associated with ***@insight.ly. The user will no longer incur any charges as the account has been successfully canceled.
there is no further action remaining on this case.
Account suspended, charged for service I cancelled. After they charged me $26.95 for the cancelled service they still did not reactivate the phone.
I signed up for FreedomPOP ion April 14, 2018. I received my SIM card on the 19th. The SIM comes activated so I was 5 days into my month of service already. The next day I cancelled all services that required payment so I could use the as advertised "free" phone service. This is not an easy process, they make it difficult so that you will miss something and have to pay. I ensured that all extra plans and services were cancelled. They charged me $15 on that date because they said delayed billing something... I may have used data that I needed to pay for(remember I have just received it and am in my free service time). I thought $15 for a free phone wouldn't be too bad. 25 days later, they suspended me service for non payment. I went to their website to get the phone back on. That resulted in them charging me $26.95/6mo for a premium service (one I cancelled on the day I installed the card). Additionally, my phone service is still suspended. Yes, they charged me for a service I cancelled and they still did not turn my phone back on. I looked for a support and or customer service number to call to correct this mistake. This phone company does not have a phone number for customers to calll?!? Take that in... phone company... no phone! (At least non listed on their webpage) I used their email complaint form to try to correct this mistake on their part. They responded same day (this is the only positive I have to say about this company). Stating I failed to cancel said premium service and the charge will stand. They said nothing about the fact my phone was never reactivated. Just that they were keeping the $26.95 for a service I didn't want nor will I ever get to use because they "suspended" my service for nonpayment on a service I didn't want.
Refund all charges and delete my account!
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit (Order #***) on 4/14/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2 GB and FreedomPop Phone Premier. These trials become paid subscriptions that are charged twice a year if not downgraded prior to renewal. This is disclosed prior to checkout and reiterated in a follow-up email which includes their order confirmation, subscription details and instructions on how to manage their subscriptions through our self-help tools.
The user downgraded the Semi-annual subscription of Premium LTE 2 GB, but did not deactivate the semi-annual FreedomPop Phone Premier. Therefore, the customer incurred a semi-annual renewal charge of $26.94. However, the customer reached out via online support and the charge was refunded along with having the account canceled.
Since then this account has no longer incurred any charges as the account remains canceled.
Freedom pop advertised and let me buy a phone then swapped it with out permission.
I ordered a Alcatel Onetouch Conquest and I got Kyocera hydro vide. It is a year+ older phone with older os, smaller screen, worse screen resolution, worse ruggedness, and worse battery life. It is very hard to get a hold of them. I feel this is very fraudulent behavior. If need be I can forward emails stating with my order confirmation and then the shipping details. I have tried to speak with them but they refuse to provide me with the phone I ordered and paid for.
ORDER ID: XXXXXXXXX
Order date: 5/16/18
Suppose to get Alcatel OneTouch Conquest
Got Kyocera Hydro Vibe
I paided with credit card total of $9.99 for phone $15 for auto top up
I want my Alcatel OneTouch Conquest
We're sorry to learn of the customer's unsatisfactory experience with us. Customers were sent an email informing them of the swap between the Alcatel OneTouch Conquest and the Kyocera Hydro Vibe which was the case with order #XXXXXXXXX. The customer reached out via support and was offered a Return RMA so they may return their device and receive a full refund along with the cancellation of the account as the device they wish is currently in BKO.
The customer may reply here should they wish to proceed with an RMA for the device.
(The consumer indicated he/she DID NOT accept the response from the business.)
So you admit to swapping the device without my permission after receiving money in exchange for device. This is a case of you flat out lying to me. Its not my job to make sure you keep track of your inventory, why should I lose because your lack of inventory discipline? Now since you clearly indicated it was an upgrade and I assume because of that did not inform or seek permission as to weather the exchange would be ok. All once again after already charging me for a device. I know you have the ability to upgrade my device as lied about doing it in the email about sending the hydro vibe in place of the conquest... So why not actually upgrade me to lets say to a used lg g3. Its only listed as $30 more then the device you sent me.
Our team has acted in good faith to resolve this incident. We previously notified them of the substitute device which they were not required to keep. The customer has been able to decline the substitute device from the beginning for a full refund of their order. Since then, they have also been offered a return RMA for a full refund of their order.
As stated previously, the options below are the only ones available to the customer. If they do not wish to proceed with either of these two options, there is no further action we can take regarding this case.
1) We can issue an RMA and a pre-paid shipping label to return the device and receive a full refund.
2) The user may continue with their substitute device and we'll grant an additional 1 GB of data and $10.00 in subscription credit.
Since the original item is no longer in stock, we are unable to send them their requested device. Unfortunately, there are no alternative resolutions for this case beyond the two provided above. Please let us know which of the two options available we should proceed with.
(The consumer indicated he/she DID NOT accept the response from the business.)
You have had the correct model in stock why not just send me it? Plus not trying to fix a problem you created is ridiculous. you sold me a product and I expect that product or a replacement I agreed to... If not your company has committed fraud.
This company has charged numerous charges to my phone and even though they say they have not, I can clearly see that they came out of my bank account. In one day, I had 4 charges for one phone, $32.98, $62.88, $15.00, and $32.98. I have asked them to refund my money but they say they don't even see some of the charges. I believe their advertisement is misleading and their website is confusing and it is very hard to communicate with them. I just want them to cancel my account and refund all my money back to me. What was supposed to have been a "FREE" trial phone has turned into a nightmare.
Product_Or_Service: Free Trial Cell Service
Billing Adjustment Refund of all charges.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered and LTE SIM Kit on 4/16/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2 GB 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, we noticed the customer reached out and was granted a courtesy refund of $62.88, $32.98, and $15.00 along with having the accounts canceled. Since the cancellation of ***@yahoo.com on 5/22/18, the account has not incurred any charges and as stated, the account remains canceled.
(The consumer indicated he/she ACCEPTED the response from the business.)
All refunds were issued. The company would benefit from having a better website with phone support as to how their phone program works.
UNAUTHORIZED $5.99/month recurring charge for the last 9 months and I expect they will try for another on 5/24/18.
8/24/17, 9/24, 10/24, 11/24, 12/24, 1/24/18, 2/24, 3/24, and 4/24 have all been charged $5.99 on my Citi MC.
These are unauthorized charges and must be refunded. Additionally, they need to stop charging my account. I am working with the Citi security team to block this vendor.
Refund of the fraudulently charged $53.91. Additional refund of 5.99 if they charge me again on 5/24, like I expect they will.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered a Netgear Zing LTE Hotspot on 5/22/17, which included a free trial of our Premium 2GB and FreedomPop Premier. These trials become paid subscriptions that are charged 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 (4G/3G) to Free 500MB on 8/6/17 they were not charged for the plan on this device thereafter. The customer left FreedomPop Premium VIP Service active on 8/7/17 in order to reach support. This resulted in continued renewals of the service until 5/22/18 when the customer canceled the service using the self-help tools mentioned above.
The charges are considered valid as the user never deactivated the service.
Thanks for the followup. I read their response and maintain I need a refund. The reason the continued service they mentioned was added in the first place was that there was no way to speak with a human without paying for premium service. I explained that it needed to be cancelled since the only reason I needed to speak to a human was to correct a billing issue (not tech support). Apparently they messed that up, too.
They wound up NOT refunding me after hours of phone time with them which is why I filed my first complaint with the Revdex.com many months ago.
I have spent more time fighting with this company over technical and billing issues than I have using their service. The fastest/cleanest way out of this for them is a full refund without further discussion.
Please let me know what else I can do to help facilitate this resolution.
Our records indicate the user was issued a refund $3.17 on 8/14/17 which was for the FreedomPop Premium VIP Service along with being provided instructions on how to cancel/deactivate the service. The user was also issued two refunds of $19.99 and another refund of $5.00 on 8/14/17.
However, as the customer did deactivate the service on 5/22/18, we have issued six refunds of $5.99 totaling to $35.94 as a courtesy. Please allow 3-5 business days for refund to process.
The customer may respond here should they have any further inquiries regarding the account.
Freedompop has managed to charge me for their "free" service in excess of $50 in the 3 months I have had them.
I signed up for FreedomPops "Free" plan on 3/12/18. The initial fee for the sim card was $11.99 (transaction XXXXXXXX). I do not remember the gentleman's name. As I was signing up for an account for my 9 year old son, to use only in emergencies I only needed the most basic service, which was $0.00 a month. The man insisted I accept the free trial. I told him I would just downgrade to which he said would be fine. When I went to cancel, FreedomPop required a "minimum account balance" of $15.00. I got on community to fight it, and went back and forth with several individuals. During this time, my free trial lapsed and I was charged $32.98 (transaction XXXXXXXX). I paid this on 4/14/18 and the $15.00 fee (transaction XXXXXXXX) which would allow me to downgrade, to avoid further fees. Today 5/18/18, I noticed yet another charge of $7.99 (transaction XXXXXXX). First off, I never agreed to automated payments. They took my credit card info from the forced "minimum account balance" deposit and stored it, and then automatically withdrew. Second, I downgraded my service already, so where did this charge come from? I log on to find out they have a "plan" tab and then a "services" tab, under which I was apparently signed up for "phone premium". I have hopped on their community page to dispute this, but I am going to cancel due to their shady practices.
As an aside, I only made test calls and texts between 3/16 and 3/17 totalling 12 minutes and 8 texts. otherwise no service has been provided.
I would expect a refund of $55.97 and my account cancelled. I will accept the initial $11.99 fee, the only expected charge.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit on 3/12/18, which includes a free trial of our Premium 2GB LTE Unlimited and FreedomPop Phone Premier . These trials become paid subscriptions that are charged accordingly if not downgraded prior to renewal. This is information is provided 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.
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 $15 when attempting to downgrade. If a customer does not use any data beyond their overage, the $15 credit will remain on the account. The credit will only be deducted when the customer uses data beyond their data allotment.
Customers are able to cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel"
I bought two phones from them (Alcatel One Touch) e
I started Freedom pop a few months ago and I bought two phones (LG Lite tribute and Samsung S5) and I pre paid $140 for the whole year for two lines. I paid extra for the phones. My husband and I didnt like the phones that we bought which cost around $150 because the battery would not charge on both phones and we could not receive messages on our phones. I would like a refund on both of those phones and I will shop them back no problem. I would also like a refund for the two phones that I just bought the other day (Alcatel One Touch) phones because Freedom Pop cancelled our services and gave us a refund for the advanced payment for service for the year $140 but not for the two phones we jus t bought. The two phones are LOCKED so I cannot use the phones wiht any other service unless they are unlocked. I have tried NUMEROUS times to get a hold of Freedom Pop by phone and by email and their website with no success. That company makes it IMPOSSIBLE to reach them unless you are a customer. I tried to become a customer again but the website would not let me. Freedom Pop has such poor customer service that I do not ever want to deal with them again! I will take my services elsewhere. I just want a refund for the 4 phones that I cannot use. The two other phones that we bought and used for a month (Samsung and LG) are locked also so we need to send them back and get a refund.
I started Freedom pop a few months ago and I bought two phones (LG Lite tribute and Samsung S5) and I pre paid $140 for the whole year for two lines. I paid extra for the phones. My husband and I didnt like the phones that we bought which cost around $150 because the battery would not charge on both phones and we could not receive messages on our phones. I would like a refund on both of those phones and I will shop them back no problem. I would also like a refund for the two phones that I just bought the other day (Alcatel One Touch) phones because Freedom Pop cancelled our services and gave us a refund for the advanced payment for service for the year $140 but not for the two phones we jus t bought. The two phones are LOCKED so I cannot use the phones wiht any other service unless they are unlocked. I have tried NUMEROUS times to get a hold of Freedom Pop by phone and by email and their website with no success. That company makes it IMPOSSIBLE to reach them unless you are a customer. I tried to become a customer again but the website would not let me. Freedom Pop has such poor customer service that I do not ever want to deal with them again! I will take my services elsewhere. I just want a refund for the 4 phones that I cannot use. The two other phones that we bought and used for a month (Samsung and LG) are locked also so we need to send them back and get a refund.
We're sorry to learn of the unpleasant experience the customer had with us. However, our records indicate the user has received a refund for each of the device associated with ***@gmail.com along with the accounts being canceled. There is no further action needed.
However, the user may reply to this case should they need assistance with their account.
(The consumer indicated he/she DID NOT accept the response from the business.)
They never attempted to resolve the issue and I never got a refund or a response by phone or email. I did talk to them again after I filed this complaint and they did not take any responsibility nor do they offer to compensate me. This is totally unacceptable
Can we have the user provide the order number and email associated with the account they are referring to as our records indicate they have been refunded.
We look forward to the customer's response with the order number for each device in question and the email which is associated with each account.
I have following charges on my credit card account ending with ***, which I am not supposed to pay.***(-5:EST)*-32.98*42Credit Card Debit Purchase :4/16/2018Credit Card Debit Purchase :FREEDOMPOP XXX-XXX-XXXX, ***(-5:EST)*-36.98*42Credit Card Debit Purchase :3/14/2018Credit Card Debit Purchase :FREEDOMPOP XXX-XXX-XXXX, CA-36.98I ordered Hot Spot, which I never received.Tried to contact Freedompop with all possible ways, opening ticket, send an email to support, calling them. Nothing works. no way to reach them for the issue.Thank you,
Product_Or_Service: Freedom pop hot spot
Other (requires explanation) I need refund for the chanrge on my account.
We're sorry to hear of the customer's unsatisfactory experience with us. However, email ***@gmail.com is not associated with an account. The customer will have to provide the email and order number associated with the initial purchase.
(The consumer indicated he/she DID NOT accept the response from the business.)
email should be @gmail.com
but my communication email is ***@gmail.com
You should be able to identify account based on the credit card number.
thanks
As stated before, the user will have to provide the order # of the charge they are referring to. Also, should this be associated with an account other than @gmail.com, we ask they provide it as we do not see a $32.98 charge associated with @gmail.com.
(The consumer indicated he/she DID NOT accept the response from the business.)
Order # and Dates mentioned here are not matching with charges on my CC, the charge on my CC is dated 4/16, $32.98
and this is charged for no reason. Please refund this asap.
thank you