FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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The service is supposedly low price, but you really have to struggle to get that low price. Once you register with them, you're enrolled in a pay plan, and you have to go into your account and navigate a non-intuitive set of options to *downgradeto the free plan.
Your first month of the pay plan is free, though, so you initially don't get billed anything. Then you forget to downgrade and get charged. Oldest trick in the book.
After you've downgraded your account to the free plan you're then sternly warned that you'll lose service if you go below a $15 minimum balance. So you duly put $20 into your account (there are only two options: $10 and $20). Only then do you learn that your account balance is now $35. That is, they took the $15 already, even though your account balance read $0.
This is a mean trick. They've hit you for the $15 and not told you, and then screwed another $20 out of you by frightening you into paying for something you don't need.
They offer you protection from overages, but only in tiny print do you read that the protection costs $7 a cycle.
Thank you for sharing your experience, Brian. We do our best to ensure any and all charges are communicated as transparently as possible by including them for approval at checkout and reiterating them in a follow-up confirmation email which includes instructions on how to manage your subscriptions.
In regards to our minimum credit requirement, this only applies to free plan to help avoid unexpected charges as a result of usage during our data reporting delay. In any case, the minimum requirement is only $2 and any amount added ($10, $15, etc) remains on the account as credit until the credit is actually used.
The nature of your experience with our credits and top-up feature does not seem in line with the way our system works, please reach us at ***@freedompop.com with these details along with your account info so we can look into this.
To my amazement, even after downgrading to the free service in plenty of time, FreedomPop then hit me for a $26 "monthly fee". If I don't get this money repaid to me, I'm definitely going to have to act. This phone company is looking increasingly dishonest to me.
Charged for something that was never used
I saw an ad for a $01 cell phone plan. I purchased the sim card and never received/activated anything, I had actually forgotten about it.
Yesterday, the company charged me $98.00 on my card and when I called, I received a recording stating that my plan did not entitle me to speak with a live person.
I was able to cancel the "plan" online but nothing else. I never signed up for any plan because when I ordered it, the stuff I read indicated that once I activated the sim card I could choose my plan. I never received nor activated anything so how is it that I am charged for something that has not even been used?
I want my money refunded as I never received anything from this company.
As a business owner, I am horrified by the practices of this company and would NEVER recommend them to anyone.
I want an immediate refund and written confirmation that I will never be charged again.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LTE SIM Kit 3-in-1 (Order #XXXXXXXX) on 1/27/18, which included a free trial of our Semi-Annual subscription for Premium LTE 2GB Unlimited ($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, since the user never downgraded their account, they incurred a renewal charge of $98.88 on 3/2/8 which failed, but was captured on 3/8/18. However, the customer canceled their account on 3/8/18 via IVR. A refund of $98.88 was issued on 3/18/18.
We can confirm the account associated with ***@gmail.com remains canceled and no further charges have been incurred.
No further action is needed on this complaint.
We have had our Freedom Pop Samsung phone since the company began. It has never given us a problem. Once we had a slight bill of $2 for something we accidentally downloaded, and the company credited it back to us for the 3 months we paid. We get great customer service when we have a question about how to navigate through a new app. We recommend Freedom Pop to anyone who asks how to get a good, inexpensive phone and a reliable company.
We're elated to know you've been with us since the beginning, ***, as we hope you are enjoying the different services which have been added. We hope you continue to enjoy, FreedomPop. Should you ever need assistance, feel free to visit our Community at Forums.freedompop.com where one of our Admins is more than capable of providing great help. Thank you for your review.
It's a total scam!!!
I prepaid for a year of service hoping to use my old sprint phone, since the freedompop IMEI checker on their website assured me that my phone could be used... WRONG!!! The system was never able to activate my phone so after 6 weeks I gave up = about $80 down the toilet.
I still had faith, so I took advantage of one of their email offers for a $29.98 phone with a $10.99 plan. Sadly, the phone only worked on wifi... I paid an additional $19.99 for the premium upgrade, hoping for some service... NOPE!! Nothing beyond wifi. I'm in Dallas, and tried it in Las Vegas also, maybe those cities don't have a strong enough netwok for freedompoop to work, I don't know.
At the end of all this, I'm out over $100 and am still getting billed a $0.01 monthly maintenance charge that I can't eliminate, since they never answer the phone... What a headache.
It sounds like there was an issue with data connection. We'd recommend a carrier reset which instructions can be found in the provided link. ***
Please visit our Community at forums.freedompop.com where one of our Admins are more than capable of providing assistance. You may also receive assistance at support.freedompop.com. Thank you for your candid review, *** as we are always looking to better our services.
I didn't post this review because I needed tech support, I'm way beyond that. I spent hours reading through technical articles on your website and reset the phone several times. The service never worked and the charges are not pro-rated or reversible. I posted because my entire experience with FreedomPop was filled with PAIN, I'm just trying to warn others before they get *** into that black hole.
It's been over a year since we ended our business relationship and I'm still getting charged a $0.01 fee... Much like an *** left behind after an irresponsible fling with the WRONG person. It's like dealing with the mafia, there's no getting out. I even canceled my card, and the charges showed up on the new card. There's no way to call someone and complain, it's like a one-way trap!!! Please let me go... PLEASE!!!
We understand and apologize for the inconvenience, *** As stated before, by visiting our Community, you'll be able to receive one of our Admin who are more than capable of assisting with the issue you are experiencing regarding the charge. Please feel free to visit our Community at
I was charged 40.97 in february 6 and 40.97 mar 7, when I tried to contact them to cancel the service because it was not working well, I go to school online. I told them in january not to take no money out my account because I want to cancel, this was through support online, can't get in contact with anyone.
No communication with a person, trying to cancel but couldn't
I want my money back
We're sorry to hear about the customer's dissatisfaction with their experience. Upon signup, we send a confirmation email which includes their subscription details along with instructions on how to manage their account which can also be found through the links below:
Cancel Account - https://support.freedompop.com/app/answers/detail/a_id/***/kw/cancel
Downgrade Plan - https://support.freedompop.com/app/answers/detail/a_id/***/kw/downgrade
Add/Remove Services - https://support.freedompop.com/app/answers/detail/a_id/***/kw/downgrade
The customer used the majority of their plan's allotment for both billing cycles of Jan-Feb and Feb-Mar of 2018, therefore a refund will not be issued for those billing cycles. The customer did not cancel until 3/7/18, shortly after their renewal was processed. We've gone ahead and refunded this renewal accordingly. Please allow 3-5 business days for the refund to process.
(The consumer indicated he/she DID NOT accept the response from the business.)
Because when I tried to cancel in december I couldn't get in youch with anyone and I sent an email support request for them to cancel the service and to stop taking money out my account but they still was taking money out my account when I told them to cancel my service
Due to the user using their data well into their data allotment for the billing cycle of February 7- March 7, the refund for the renewal charge will not be granted.
As stated before, the refund for the renewal on March 7th was issued in the amount of $40.97 on 3/30/18.
The account remains canceled and the refund for the month of March was issued.
There will be no further action taken on this complaint.
This company advertises a 30 trial and full refund which is not true.They will steal your money.
Freedompop is a cell phone and calling plan service. They advertise a special $0.01 offer on facebook with a limited but free calling, data and text plan, which I decided to try. That was on Jan.28. They also have additional plans that offer additional minutes for more money with a 30 day trial period.If your not happy you can cancel for a full refund. They then billed me on March 2nd without my permission $98.88 for a 6 month plan and I decided to try it under the assumption I could get my money back.This was all billed through my PayPal account. I cancelled my subscription on March 5th.
Freedompop cancelled the whole account. Leaving me with no service and no refund. When I contacted the company which is not easy to do, by email. My email was returned by someone named *** I was told that since I had the service for 2 months I was not entitled to a refund. After emailing back and forth numerous times it was obvious there was not going to be a full refund. So I decided to just ask for the unused portion of the 6 month period they charged me for on March 2nd. I was going to settle for a partial refund.That was denied as well. I then asked for them to return me to the limited plan I originally paid the $.01 for. That was denied. This is obviously a planned tactic to steal peoples money and should be stopped. I haven't read other peoples reviews but I can only assume there are similar stories.They waited 32 days before charging me for the six month plan just so they went past 30 days and could deny any refund. It's a complete rip off.
I would like my $98.88 returned
We're sorry to hear the customer is having trouble with their account. Unfortunately, when a customer decides to cancel their account - they do lose service and are no longer able to use their device.
As indicated by our agent, we are unable to issue a full refund of their 6-month subscription if they have already began their 6-month term. However, a partial refund should have been honored upon cancellation. We've gone ahead and issued a pro-rated refund ($49.44) of their 6-month plan (3-months). Please allow 3-5 business days for the refund to process.
Every negative review I read is the exact same issue I have had. This is purely and simply a scam.
Freedompop is deliberately misleading customers through deceptive advertising, hidden fees, fine print and lousy customer service. They should be shut down. Its a terrible business model using unethical business tactics. They stole $98.88 from me and I doubt I will ever get it back. OK, Freedompop I will survive. I have to ask myself, who deserves this blatant thievery before something is done to stop it? I urge everyone to expose these crooks to every single friend, post on every social media platform, contact your newspaper and TV news and let the world know what a rip off these thieves are.
I will get my $98.88 piece of satisfaction just by letting everyone see the weak response that exemplifies a poorly managed company. And like every other response they give,they will blame it on the consumer.
It sounds like the charge of $98.88 was incurred for the renewal of a semi-annual subscription. Once the initial trial ends, it the becomes a paid subscription which appears to be the case. This information is provided upon sign up in our Terms of Service. Please feel free to submit a ticket by visiting support.freedompop.com or you may also visit our Community at forums.freedompop.com where one of our Admin may assist you.
Thank you for taking the time to leave a review as we are always looking to better our all around services.
This company is a rip off! After several requests for them to stop drawing money from my bank account for phones I no longer have along with the request to close all accounts I may have had with them, thy continue to charge me bogus charges. They ceased these charges in Dec. 2016 but resumed Feb. 2017 forward. They refuse to refund any money beyond this pass Feb.
Refund Put my money back in my bank account.
We apologize for any discrepancy experienced on their account and have issued a refund for all the $1.99 charges incurred from February 2017 to February 2018.
The customer still has one active line under ***@yahoo.com, if they wish to cancel they can reply here or cancel their account at anytime by logging in and selecting "Settings" > "Account Status" > "Cancel".
They put a charge on my credit card without my authorization.
They put a charge on my credit card without my authorization. I tried to contact them but was unable to do so. There was a phone number on the statement that was only answered by a machine. My credit card company said the only way they could help me was by giving me a new credit card with a different number. I just had to change credit cards for another fraud issue and I do not think I should have to do that again just because freedom pop somehow got my credit card number. I certainly never gave it to them and I am not even a customer of theirs. I want them to take the charge off of my card.
I want them to take the unauthorized charge off of my credit card.
We're sorry to hear about the discrepancy describe by the customer. Our records indicate an account was opened using the name and email associated with this complaint, along with their shipping/billing address and payment information on 7/16/15.
Additionally, we have records of a customer contacting our team for customer support on this account on 7/28/15, 8/8/15 and 8/9/15.
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.
This account has now been canceled, 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.
(The consumer indicated he/she DID NOT accept the response from the business.)
I do appreciate the fact that they cancelled my account, since this is something I thought was done three years ago. What I do not appreciate is their attitude toward the charge. So since I had an account three years ago, they think that this charge is valid? What exactly do they sell that only costs 1 penny? What exactly are they supposedly charging me for? This is an obvious fishing attempt to put a charge on my account and see if I would notice. This is not about the money. If it were a substantial amount, I would cancel my card and report fraud, but as I mentioned in my original complaint, I just had to do that, and I do not want to do it again just for this. I want them to acknowledge this is a bogus charge and take it off.
Per our terms of service, FreedomPop reserves the right to charge a $0.01 maintenance fee to keep your FreedomPop Account active. These terms are presented for review and agreed to prior to checkout. The $0.01 was attempted originally in April 2017 and did not process until February 2018 when the card was updated. We've refunded the $0.01 which should process within 3-5 business days on the customer's bank statement. There is no further action to be taken on the customer's account.
I was emailed with an offer to upgrade to a free LTE sim with 99 cent shipping fee. I went through the process and was charged $6.99.
I was emailed with an offer to upgrade to a free LTE sim with 99 cent shipping fee by March 5. I went through the process and was charged $6.99 on March 2 around 12:28 PM. I immediately contacted FreedomPop through the website support portal and Facebook message and comment asking them to cancel the order and . The prep named *** replied back telling me that the standard shipping offer was a limited promotion, but I upgraded it within 2 days and 3 days before the promotion expired. I replied back and said the email offer was good until March 5 and asked to cancel the order. *** replied back on March 5 telling me how to cancel my account. I replied back and clarify again that I wanted to cancel the order. She replied back and flatly refused to cancel the order or refund the difference. Meanwhile their Facebook account replied back to me refusing to refund the difference and telling me that I chose Expedite shipping option. However, I did not have any option to choose the shipping speed. I replied back and they asked for screenshot and accused me of lying. It's very annoying that they kept making up lies and accusations against customers like this. I did not document the checkout process as I did not expect them to charge me more than the offer stated. I sent them the screenshot of the email offer and they never replied back. Last but not least, they did not send me any receipt. I could only know the higher charge when I checked my credit card account.
I already cancelled my account as I am afraid of being cheated with unexpected charges again. I want to get the refund of the difference in what they advertised and charged.
We apologize for any discrepancy experienced by the customer. The customer's account indicates they purchased the device through their account which included a $6.99 shipping fee and not through the email which offered a 99¢ SIM (free shipping).
We provide any associated charges prior to placing the order to ensure transparency, a customer must manually agree to these charges before we can process the order. In any case, we can see the customer has since been refunded in full for their canceled order as of 3/14/18.
(The consumer indicated he/she ACCEPTED the response from the business.)
I got my refund.
Cancelled my service in October. I have no devices and continue to get billed.
I started service in October. During the process of signing up- it actually signed me up for 2 devices. I immediately sent in a support ticket regarding the duplicate order. They said to refuse the shipment and they cancelled the duplicate account.
Once the device came that I was keeping- we tested and found that it would not provide the service we needed so I then requested return and cancellation of the service completely. After some lengthy discussions, they did cancel my account and did refund for the device that was activated. That refund took place in November.
I am just now seeing charges on my statements for December, January, February and March. When I asked for a refund because I have no service with them, they said I never returned the 2nd device and they would need a tracking number. Because the shipment was refused (per their instructions) the post office did not deliver to me. So I do not have a tracking number and I have no device.
Because I don't use that card very much-I don't check the charges every month.
They are unwilling to assist me now because I supposedly didn't cancel the free trial- which I did through their support ticket system.
I want my card credited for December ($31.08) January ($31.08), February ($36.35) and March ($36.35) for a total of $134.86
We apologize for the inconveniences experienced with our services. Our records indicate the customer was instructed on refusal, but there is no record of the refusal taking place. When a device is refused it is reflected in our records which results in an automatic account cancelation and refund of the order in question.
As the refusal is not logged, the order was not refunded and the renewals continued for their selected subscriptions.
Below is the timeline we see on our end.
Franklin Wireless R850 #*
- 10/1/17 Ordered
- 10/12/17 Issued 30 day return RMA
- 10/24/17 refunded in full
No additional charges were incurred on this device.
Franklin Wireless R850 #*
- 10/1/17 Ordered
- 11/1/17 incurred first renewal for selected subscriptions which continued to renew on a monthly term until cancellation on 3/2/18.
There does appear to have been a miscommunication by our representative - for this reason we have gone ahead and issued a full refund of the charges in question. Please allow 3-5 business days for the refunds to process.
(The consumer indicated he/she ACCEPTED the response from the business.)
refunds have been received.
I ordered a certain, new, FreedomPop Mobile Hotspot, and received a different, used, refurbished hot spot. I paid $29.99 for an activation fee, they gave me 2GB of data, plus 1GB Bonus data, and a due date of January 25th. On January 14th it showed that I had used 92% of my data, so I clicked on the 10GB plan, but I did not get 10GB, and all they gave me was 5.9 GB, even though it showed that I was signed up for the 10GB plan, and they said that I had already used 3.1GB of the 5.9GB of data. Also, after paying for a plan, the due date did not change, and stayed January 25th! I had paid $75.00 for the 10GB plan, but got 5.9GB instead. On the due date of January 25th, it showed that I had about $52.00 in credit coming, so I decided to take the 5GB plan, and it then showed that I was signed up for the 5GB plan, and that I would be charged $49.99, but instead, my service was shut off! The day after my service was shut off, it was then that FreedomPop sent me an e-mail, stating that I had run out of data, and to keep it running, they charged me $15.00, then a second e-mail stating that I was pro-rated and was charged some amount for the pro-rating. Anyway, I went around and around with FreedomPop, as they shut me off, even though I still had over $52.00 credit coming to me, and they finally gave me a $40.00 refund, but kept $12.00 of my money!
Anyway, I have not had service with FreedomPop for over a month, and they took out $52.18 from my American Express account on February 26th, but I do not have an activated device with FreedomPop, I am not signed up with a service plan with them, and I never signed up for automatic payments with them either, and made a manual payment when I attempted to get the 10GB plan! FreedomPop did not have permission, or my consent, to charge me $52.18, as I never signed up for automatic payments, nor am I even signed up with a service plan with them!
Product_Or_Service: Mobile hot spot
Order_Number: XXXXXXXX
Refund I want to have my $52.18 refunded back to me, back to my American Express account, since they had no permission to charge my account in the first place, as I am not signed up with any plan with them, and I did not sign up for any automatic payments with them either, and had made a manual payment with them, and I never got what I attempted to pay for, they also had hidden charges they told me about later, and I do not have a device activated with them, and I want nothing more to do with them.
The customer claims they did not sign up for automatic payments, nor any service plan in general. However, by their own account, they've selected the 2GB plan, then 10GB plan, followed by our 5GB plan - all of which are paid subscriptions. Additionally, upon activation, the customer agrees to our auto-renewal terms which are explicitly stated prior to checkout and reiterated in a follow-up confirmation email along with instructions on how to manage the subscriptions on their end.
The customer signed up for a free trial of our Premium 2GB ($19.99) and FreedomPop Premier ($39.99) on 12/22/17. 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 following is a timeline of the account's additional history:
- 1/14 - The customer added our 10GB plan for a prorated amount of $25.50 ($26.91 after tax) and received a prorated amount of data. The full data allotment and full charge would be incurred upon their upcoming renewal (Jan 25th). Changing the plan does not change the renewal date, it simply changes the plan's data allotment.
- 1/21 - The customer manually added two $20 credit charges on their end for additional data, which were later refunded in full on 2/5/18.
- 1/24 - Downgraded from 10GB to 5GB, which resulted in a suspension as they had already reached their data threshold on the 5GB data plan.
- 1/25 - The renewal was attempted accordingly for the full cost of the Premium 5GB plan ($39.99) and FreedomPop Premier ($9.99) + $2.20 tax. However, the charge failed which resulted a loss in service.
In order to reinstate service, the customer would have to allow the charge ($52.18) to be processed for the subscription desired. On 2/6/18, the charge was finally processed and service was reinstated. On 2/25/18, their following and final renewal was incurred successfully. On 3/6/18, the customer requested an account cancellation and was refunded for their latest renewal that was incurred on 2/25/18.
A total of $92.18 have been refunded to the customer's account. There are no additional charges that qualify for a refund on this account.
(The consumer indicated he/she ACCEPTED the response from the business.)
I'll accept their response just to get rid of them. They sure had some things wrong though. I did not choose the 2GB plan, all I did was to pay the $19.99 for the trial data, which they set me up as 2GB plus 1 GB of extra data, and they said that the $19.99 was an activation fee. I wasn't even aware of the $39.99 for FreedomPop Premier. I chose, for my first plan choice, was the 10GB plan, and clicked on that, and there was a box where I could choose auto-payments but I did not choose that, and checking on how much data I had used, it said 92%, so that's why I chose the 10GB plan, because I wanted 10GB for the $75.00, but received 5.9GB of data instead, then they said that I had already used 3.1GB of the 5.9GB data. I never was told about any pro-rating, or that I had run out of data and was charged by them $15.00 to keep my service active, until the day after they shut my service off. Also, I never, never, chose a "top up," which they say that I had chosen to top up $20.00 twice, but I never had done that. Once I had found out that they had only given me 5.9GB of data, and said that I had already used 3.1GB of that, I then decided that I no longer showed enough credit on my account, to pay for the 10GB of data, which I originally attempted to pay for, and never received, and only had enough credit for the 5GB plan, as I had over $52.00 credit showing, and when I chose the 5GB plan, it said that I was signed up for the 5GB plan, and that my account would be charged $49.99, and I had over $52.00 in the account, so I did not expect to get cut off by them, which I was. Then, over a month later, they charged me the $52.18, which I have now been refunded, even though I had no account with them anymore. They said that my account had been reinstated, but I no longer had Internet access, and had gone to a different company for my Internet access. Funny thing, I had signed up with them using one e-mail address, and they had a different e-mail address for me, and when I tried that e-mail address, it didn't even show me an account, so I told them that I showed that I wasn't signed up with them for service and that it showed that I did not have an activated device with them, and when I had tried the e-mail address they gave to me, that was supposedly what they showed as being active, I couldn't even get into that account at all, but they sent me a password reset link, so that's what I used to "log into" the account, entering a password, so I could close the account, which I couldn't use anyway, so they would refund the $52.18 that I was charged. Anyway, I disagree with some of what they said, but if I am rid of them, then I'm happy, as I do not like the way they operate, which seems either sneaky to me, or very unclear to me, and a lot of what I will call, "loop holes," and, "extra charges, and I never did choose to buy a data top up as I think they called them, and only chose a plan, and I wasn't told about any pro-rating on my account, or any charges for extra data, until the day after the account was shut off on me, the due date of th3 25th was when the data was shut off on me, and the 26th was when I was told about the pro-rated charges, and the other charge. Anyway, I am happy now, if they leave me alone, and I am happy to be rid of them. Anyway, I accept some, but not all, of the company's response that I read above, but I will say that, now that the $52.18 has been refunded to me, and if they won't be charging me again, then I am OK with it. They said in their response above, that when I downgraded to the 5GB plan, from the 10GB plan, on the due date of the 25th, that my service was cut off, because I had already reached the 5GB data limit, which they never told me about, well, I did have over $52.00 credit showing, and it said that my account would be charged $49.99 total, if I chose the 5GB plan, and since it was the due date, I though that I would get 5GB for $49.99, which was the plan plus $9.99 for the premium service, and I did have over $52.00 in the account, and they never told me that I needed to have more money, and besides, how could I have already used 5GB of a 5GB plan, when I was trying to choose a new plan, or a plan renewal, since the 25th was the due date, but anyway, I am totally through with them that's for sure, and some of their response comments above just adds to my unhappiness with them.
The FreedomPop Messaging App that the company requires you to install to use their service to call, text, and use data used up about 9 Gigabytes of data over their cellular networks during inactive times in the background. This issue led to four "Top-Up" charges of $15 each. The company's representative that I spoke with said that this should not be an issue, and that the app should not be using much data at all.
Product_Or_Service: FreedomPop Messaging
Other (requires explanation) I would like a refund of the damages done from this app, and a refund of the data used from the app in the background.
There have been no bugs of this nature, reported or identified with our app, that would lead to such usage discrepancy during the time period the customer is stating to have experienced this issue. Additionally, any usage from placing calls/texts is not actually counted against the customer's data allotment and thus would not result in charges. Usage of this nature is generally the result of video/music streaming (not done through our app) or other apps that are heavy in data usage such as games.
As a courtesy, we've issued a 50% refund of the customer's top-up fees ($30 total). No further refunds will be issued in regards to the incident in question. Please allow 3-5 business days for the refund to process.
(The consumer indicated he/she ACCEPTED the response from the business.)
Because I abandoned the service in question from FreedomPop, I am satisfied.
Asked for $10 refund, was given $0.01
I canceled my account with FreedomPop before my SIM card had been shipped, and asked for a refund. Their Twitter support decided to respond to my query minutes before they were closing for the weekend, so I didn't have a chance to respond with my account details so they could do the refund. I sent a message anyway and had to wait until the next weekend hoping someone would see it, by which point the item had shipped. When they eventually did reply they informed me that the item could not be refunded since the item had shipped (it hadn't when I originally requested the refund), but they would refund me the $0.01 cost of the SIM, which was a total slap in the face. No refund would have been bad enough but a $0.01 refund on something that cost me $10 to ship is just completely insulting and demeaning.
I want my $10 back!
Our records confirm cancellation was attempted prior to shipment as stated by the customer. Due to the discrepancy, our team has issued a full refund of their order as of 2/27/18. We apologize for any inconvenience experienced during the resolution of the complaint.
Was charged $34.99 without my approval.
I signed up with Freedompop for the free calls, texts and 2GB data.When I cheched my credit card charges last week, there was one from Freedompop for $34.99. I never requested a plan change. I don't use the phone very much, I rarely use data. I called the company right away last Friday but they were already closed. I tried again today but couldn't speak to anybody, all I got was those annoying automated options.
I just want to go back gto the original plan.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an Huawei Union Y538 on 1/17/18, which includes 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.
Therefore, a renewal charge of $34.99 was incurred on 2/21/18 as the account was not downgraded until 2/26/18. The customer reached support and was denied a refund of $34.99 as the user failed to downgrade before their renewal date along with usage being shown on the account.
The account associated with ***@yahoo.com was canceled due to the customer filing a dispute with their financial institution. FreedomPop's policy states that if a customer has concerns with billing, shipping or tech related issues to please contact our customer support team for assistance before contacting your financial institution to receive proper assistance and to avoid account cancellation.
The customer was refunded $29.99 and $15.00 upon cancellation of the account. The account will remain canceled as the user violated our TOS by disputing the charge.
There will be no further action taken on this complaint.
(The consumer indicated he/she DID NOT accept the response from the business.)
It took them 5 months to answer and there were a lot of discrepancies in their response. They are full of baloney.
The users account associated with ***@yahoo.com remains canceled due to the dispute.
There is no further action needed on this complaint.
Company makes it virtually impossible to cancel or downgrade service
I attempted to cancel service - there was a password issue and I submitted my email address to click on password reset. It was a dummy page because it never sent me a password email reset, despite multiple attempts. Tried to call someone but they don't take calls unless you upgrade your service. It wasn't until after the next billing cycle they sent a password reset and I finally got on to eliminate the service. Still, after that they charged a lesser fee 3 weeks later, then reversed it, but 2 weeks later they charged another fee. Tried to go online and cancel my account but the final popup window to cancel was truncated to about 1/3 and there was no way to finalize the cancelation. I am done with this and finally called my credit card company to reverse the charge and stop future charges.
I am not seeking any resolution. I wish for the company to improve their practice and the functionality of their website and stop making it impossible for consumers to downgrade or cancel.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered an LG Optimus F7 Black on 8/28/17, which includes a free trial of our Premium 500 ($10.99) 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.
We can confirm the customer's account remains canceled and they will no longer incur any future charges.
No further action is needed on this complaint.
(The consumer indicated he/she ACCEPTED the response from the business.)
Signed up for their free phone service. Somehow this changed to their premium data/phone service for a cost of $32/month. Watch your billing statements as this is a very sneaky company. I should have known better.
Thank you for your review, *** as we are always looking for feedback to help better our services. It sounds like you were charged for the renewal of your plan after the initial trial. This information may be found in our Terms of Service upon sign up. However, should you need assistance, you may reach us at *** or by visiting our Community at *** where one of Admins may assist you.
Company billed me for product unsent and services unused. When I noticed the charge and asked for a refund they threw out a bunch of legal jargon.
I was automatically billed multiple times for products and services unused. An account was created with password and emailed to me, but caught in my spam filter so I was unaware of this. Their email customer service was very unhelpful and insisted on charging me for products/services not rendered and unused. When I filed a credit card dispute and notified them of it they told me it was against a contract that I let them know I didn't even agree to. After some back and forth the customer service agent refused to communicate with me further about the subject.
Refund of all charges for products/services not rendered and unused.
We apologize for the experience had by this customer. Our records indicate their two orders were shipped on 12/18/17. If the SIM cards were not received and reported as lost/stolen by the customer during shipment, our team should have issued a refund of the item and canceled the subscriptions to avoid any additional charges. We apologize for the mistake made on our team's behalf and can see an agent has since canceled the account and refunded one of the two charges incurred under each device.
We have gone ahead and refunded the remaining charge on both accounts, please allow 3-5 business days for the refunds to process.
Unauthorized $15 Charge from Freedompop (LTE SIM advertised to cost only 1 cent)
I recently purchased an LTE SIM card for 1 cent from Freedompop. However, without my authorization my credit card was charged $15 in addition to the 1 cent!
I never authorized any other payment to Freedompop except for the 1 cent. I hope the matter would be looked into and the $15 charge is reversed.
I have both the email confirmation of my 1 cent SIM purchase and a screenshot of their advertisement that shows they are purportedly selling the SIM cards for 1 cent.
I would like a refund of $15 that was charged without my authorization.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer manually created the $15 credit order on their end, this was not initiated by FreedomPop. The $15 credit they incurred by request is stored on the account for use in case of overages. It's possible this was a mistake by the customer, but our logs indicate this was in fact initiated on the customer's behalf.
We've gone ahead and refunded the $15 credit as requested, please allow 3-5 business days for the refund to process.
(The consumer indicated he/she ACCEPTED the response from the business.)
Freedompop charged me for a free account for 15 months, even after account was cancelled.
On 11/14/16 I ordered and paid for a Freedompop SIM kit. On 11/16/2016 I downgraded my account from a paid account to a free account, and I received an email that my account downgraded successfully. Since I downgraded and received confirmation that my account was now free, I did not use the SIM I ordered and did not check the account again.
December 27 2017 I noticed a weird charge from Freedompop on my bank statement, came to the Freedompop website and formally cancelled my account. Nowhere in the account did it indicate which services I was being charged for in the first place. I received email confirmation that my account was cancelled and I would no longer be charged for any services.
Today (02/21/2018) I noticed on my bank statement I am still being charged twice a month by Freedompop, so I pulled up all of the fraudulent charges made after downgrading my account to the free account. The charges total $529.57.
I submitted a help ticket with FreedomPop but have not heard back. You cannot speak to a customer service representative on the phone without agreeing to pay $6 a month for the service, so I can't reach them by phone. After submitting my help ticket through the Freedompop support site, I tried to log back into my account but it is now "blank" and does not show me any of my past charges. Luckily I have screenshots, and all emails saved regarding this issue.
I want a full refund in the amount of $431.64. The original amount was $529.57 but Visa has disputed the last 60 days already and refunded $97.93.
We're sorry to hear of the customer's unsatisfactory experience with us. Our records indicate the customer ordered two Global SIM cards on 11/13/16, both of which included a 1-month free trial of our Global 1GB Unlimited plan ($19.99/mo) and FreedomPop Premium Plus ($7.99/mo). 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 Global 1GB plan under Global SIM #1 on 11/16/16, they were not charged for the plan on this device thereafter. The customer left FreedomPop Premium Plus active until 12/27/17 when the customer canceled their account online using the self-help tools mentioned above. Although these charges were valid, we issued a refund of their 3 latest renewals as a courtesy.
The customer made no changes to their Global SIM #2 until it was canceled on 2/21/18, using the self-help tools mentioned above. Although these charges were also valid, we issued a refund of their 3 latest renewals for this device as a courtesy as well.
There is no further action to be taken on these accounts.
(The consumer indicated he/she DID NOT accept the response from the business.)
FreedomPop is ignoring the emails they sent me which I attached to them showing the downgrades of ALL of my "open" accounts, ALL SIMs. I have attached these emails to the help ticket I have open with FreedomPop and they have repeatedly ignored them. On 11/16/2016 I downgraded all accounts and FreedomPop continued to charge me for services which I did not ever once use, and which I had downgraded to free accounts, AND which I have produced emails from FreedomPop showing they considered the accounts downgraded to free. FreedomPop has refunded some, but not all of these charges.
The outstanding balance FreedomPop owes me for these fraudulent charges is $319.73. This reflects all refunds so far.
The customer has two device-accounts associated with [email protected]. Each device-account has a separate subscriptions to allow for separate billing dates, plans, etc. Our records indicate the account associated with phone number *** was canceled on 12/27/17 and did not incur any charges thereafter. However, the customer still had account associated with ICCID *** active which continued to incur renewal fees accordingly.
The account associated with ICCID *** was canceled on 2/21/18 and was issued two refunds of $29.98 ($59.96) and one for $27.98 as a courtesy.
As stated before, the customer made no changes to their Global SIM #2 until it was canceled on 2/21/18, using the self-help tools mentioned above. Therefore, there is no further action to be taken on these accounts.