FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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Charging me for two devices during the free trial period, sent two devices but I only ordered one.
I ordered the ZTE MF975 Mobile Hotspot device on 1/12/2018 with a 30-day free trial period. I was charged $19. I received two devices in the mail and was charged for both. I am also being charged a $15 service fee for both devices. I have attempted to contact Freedompop to return one of the devices and inquire about charges. Each time I called a customer service rep would transfer me to the automated system despite my telling them that I have error code "302". I cannot access my account online and I never received an email verifying my purchase or my account. Because of all of this I cant return the second device since I cannot access the return form. The packing slip I received does not have an account number on it, only an order number (XXXXXXXX), reference ID (XXXXXXXXX) and other misc. numbers.
I would like both $15 charges to be refunded, as well as the charge for the second device. I would also like to return the second device free of charge since I did not order it. I would also like my account straightened out in case I choose to continue service with freedompop.
Our records indicate the customer ordered 2 Franklin Wireless hotspots on 1/12/18. The second hotspot was purchased post checkout through a promotion. The orders included a 1-month free trial of our Premium 2GB Plan ($19.99 every month after the trial expires) and a 1-month free trial of Premier add-on service ($9.99 every month after the trial expires). These trials become paid subscriptions 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. Since these accounts were not downgraded prior to trial expiring, the customer was appropriately charged $34.98 on both lines on 2/15/18.
The user received four automatic top-ups for $15 from 1/27/18-2/9/18 for going over their allotment of the 2GB. The user used 4.81GB on one of their hotspots which resulted in the automatic top-ups. Users can be enable/disable the automatic top-up at any time on the user's end - disabling causes the device to suspend upon reaching their data allotment and enabling allows the customer to incur an Auto Top-Up for additional data usage beyond their selected plan. To complete this, the user would need to log into their account to disable the top-up. You can find instructions on how to do disable the top-up and many other support topics here - https://support.freedompop.com/app/answers/detail/a_id/2676/kw/top-up.
While we show that the user did request two devices, we have issued RMA XXXXXX for the consumer. Instructions on how to return the device for a refund have been emailed to ***@hotmail.com which is the email account the user signed up with.
Even though all of the charges are valid, we have issued two refunds for $34.98 for both accounts. Additionally, we have issued a refund for $15 for on of the user charges. The customer still needs to downgrade or cancel the plan to prevent further charges on this account.
(The consumer indicated he/she ACCEPTED the response from the business.)
This is satisfactory. Unfortunately I do not have access to the email address you are referring to.
Our records show the user was issued a refund of $19.99 for the activation fee and another refund of $34.98 for the renewal charge Premium 2GB ($24.99) and FreedomPop Premier ($9.99). Both of the customer's accounts have now been canceled.
There is no further action needed as the user has received the refunds for the device in question.
Please provide return correspondence to this email address: ***@gmail.com
Thank you!
fraudulently charged my credit card
when you go to re-activate a sim you are given two extra options. BOTH indicate they are completely optional. "premium plus trial" and "add $10 credit to account balance"
EACH option has a checkbox, indicating a person can opt to select one or both. Neither of these boxes were checked but I still apparently got charged $10 anyway and enrolled into the premium plus trial.
If I do not get a refund I will contact my credit card company and do a chargeback. As far as I am concerned this company needs to be investigated for shady business practices. Charging a person MORE than what they are indicating in the checkout could be grounds for fraud. I have a screenshot of my checkout that says I am only going to be charged 99 cents for activation, yet they charged me an extra $10 on top of that.
We are sorry for the customer's unpleasant experience. We do show that the box was checked in our system to add the $10 credit. However, we have refunded this charge back to the customer on 1/30/18.
We would appreciate if the customer could provide the screenshot so we can address this with our technical team as we show this as a working option.
(The consumer indicated he/she ACCEPTED the response from the business.)
I provided a screenshot to begin with. When I used FP twitter customer support, I provided one. And I was told, essentially, too bad! So I filed a Revdex.com report and THEN they were more willing to help me.
Solved me a defective product and won't refund money
I purchased a hotspot from Freedomopop. The item arrived with a defective sim card. Numerous conversation back and forth that were just a runaround. They said they were going to send me a replacement sim card. They never did. Again I had to send numerous messages to them to get any kind of acceptable response, with the eventual response being buy a new sim card that they would refund me the price of. Problem was the sim card that they told me to buy, was a voice only one and I needed a data one. Once again let the email conversations begin. Eventually I became fed up with the organization and told them to cancel my account. They would not, told me to do it myself through the website. I have now tried to cancel my account 3 times without success.
Refund of all money
We apologize for the customer's unpleasant experience. We have refunded all charges back to the customer for a total of $68.96, and the customer's account is cancelled.
Freedompop is a wireless company which provides free service for light users. All new users are promised a free trial for a full service and possibility to switch to a free service after that.
I bought a SIM card online, and activated it. As soon as it was done, I was charged $18.23 from my credit card, although I did not authorized this, and there was no notice that this amount would be charged.
I tried to contact the company through internet. But my account could no longer been logged in, although I was quite sure I input the correct username and password. I also tried to reset my password. It showed that a link was posted by email or text message. But I received neither email nor text.
The company does not provide a free talk-to-a-person service. The phone number posted online has recorded instructions only. To file a ticket or send an email to the customer service needs login, which could not be done for the reason described above.
Product_Or_Service: SIM card activation
Order_Number: 1/24/2018
Refund I hope a refund and cancellation of my account. It really looks like a scam.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the user ordered a SIM on 1/24/18. The customer upgraded their service on to our 5GB LTE Plan on 1/28/18 which came with a charge for $18.23. The customer requested a chargeback from their financial institution for this charge. We refunded this back to the customer, and their account is cancelled. Additionally, we have provided a refund for the original charge of $.01 for the SIM.
Terrible company that will never give you your money back. They hide behind the rules and tell you "you are not eligible for a refund" when it is the companies policy to never give the refund.
Being told multiple times on the phone I have a "free service" over and over again only to see that they did in fact charge my credit card for "premium services" that the consumer is automatically signed up for the day the account in started.
It is a deceptive practice and needs to be more closely looked at by the justice department and the federal trade commission. It is targeting the elderly and people in distressed situations just like payday loan scams.
The only way to resolve the issue is to either pay for phone support or use the limited internet plan and wait days to get a response that ultimately tells the consumer they will not be getting a refund.
Even after going through all of the options with customer service and telling me my account would never be charged again, it was charged again the next month because they did not disclose another "policy" I had to follow to make sure I was not charged auto top up.
Users have the option of opting out of the initial trial upon sign up. However, if users decide to opt in for the free trial, it will then becoming a paid subscription along with the add-on services once the billing cycle renews. Please feel free to reach our support by visiting our Community at forums.freedompop.com or by visiting *** and submitting a ticket.
My 70 year old father purchased a phone and plan through freedom pop a Target. he was hoping to save money on a phone/plan. The service was not able to get set up and he could not reach a customer service representative without paying an additional fee.
REF
Since the customer purchased the device through Target, the exchange or return must occur through Target. The devices are sold by Target, and we have no payment record or information from the customer's purchase.
Business closed my account after I disputed a double charge with my bank that the company did not resolve.
Fredompop's website wasn't loading when I ordered my new phone so I thought it didn't go through. So I tried ordering again. Apparently BOTH orders went through. I opened a ticket trying to cancel the 2nd order (because I can't call them unless I pay $5.99 per month) and they said that they couldn't cancel the order, but that I could refuse the 2nd phone when delivered and I would be refunded. Well, I did get 2 tracking numbers, but the delivery guy only gave me 1 phone. He said he didn't have any other packages. I was NEVER offered a 2nd phone to refuse! Yet, I still had BOTH the charges on my account.
This is when I contacted my bank. They noticed that there were 2 charges and said they would reverse 1 of them.
Apparently, Freedompop's TOS claims that they will suspend service if you dispute a charge so that's what they did. They deleted my account and said I couldn't ever have an account with them again because I violated their TOS. But they made NO attempt to refund me for the 2nd phone. Instead, they said to just refuse it when it was delivered. But it was never delivered so there was nothing to refuse.
I have the tracking numbers here:
*** (this is the phone that I signed for upon delivery)
*** (this is the phone that never showed up. It says "delivered", but the Fedex agent only had 1 package for me.
I just want my account and phone number back. I have the phone I payed for, just no service. They still have my money for the phone I paid for. I did not dispute both transaction, only 1. There is no reason for me to be punished for their mistake.
We apologize for the confusion the REFUSAL process caused on the customer's end as they understood we would not refund. We ask a customer to refuse a package should they wish to be reimbursed for the unwanted order. We can only cancel an order if it has not been fully processed which wasn't the case here. As soon as a device is refused, a refund would be issued accordingly.
We offer various channels for customers to reach out should they not receive a package. Customer should have contacted us to explain that one of the devices did not ship so we can assist with resolving the issue instead of filing a CB which is a violation of our TOS. Furthermore, our records indicate both packages were delivered on 1/2/18.
Both devices were canceled due to the chargeback. However, we will issue a Return RMA for Order *** so the user may receive a refund for this device. They'll receive an RMA email with instructions at ***.com along with a separate pre-paid shipping label. Once the customer has returned device, they should email *** with *** in the subject line so we can process their refund accordingly. Order XXXXXXXX will need to be resolved with their bank.
(The consumer indicated he/she DID NOT accept the response from the business.)
I DID tell them that the 2nd phone didn't arrive BEFORE I did the CB and they did NOT resolve it. Instead, they just told me that I needed to send back the 2nd device, which I never received(I have all the emails for this, including dates). I never received more than 1 phone from Fedex.
Here are the tracking numbers of both phones.
***
Notice how one is 10 minutes later than the other? Also, according to proof of delivery, only 1 package was signed for. I would have had to sign for both packages or deny one and get a refund. I never got the refund after I asked several times so I did a CB.
I will happily return the phone since they refuse to unlock it. But they haven't sent me any RMA emails like they said they would.
We apologize for the inconvenience of the information provided from different channels. We would like to confirm we have issued an RMA which has been sent to *** The customer will have to follow the instructions provided in the RMA so they may return the device to our shipping logistics center. We have also requested a label be provided for *** This can take up to 48 business hours. Please be sure to check through all mail including SPAM.
Also, as a courtesy, we have already issued a refund of $89.99 for the Samsung Galaxy S5 (MAC ID: XXXXXXXXXXXXXXXXXX) associated with order# XXXXXXXX. Please allow 3-5 business days for the refund to process and reflect on their end.
Please take note, the device must still be returned once the user has received the label or the device will be charged accordingly.
The user may reply here with an update on when they've returned the device so we can keep track.
The phone has been shipped. In the future, I recommend making your customer service more accessible to people without forcing them to pay for it. Also, your customer service team needs to practice better communication so the customer isn't told conflicting information. I'm a customer service manager for a very large company and I your customer service practices are atrocious. It's sad that it took almost half a year to resolve this. I've never in my life been treated as badly as I have by your customer service team.
I did not order any phone or service from this company, cannot reach them to find out if I am being charged or where to send the phone.
I received a phone in mail 1/24/18, did not order, need to know where to return. They do not answer the phone, asked to sign into website with info they emailed me, which they didn't because I never ordered the phone to begin with. I want to know where they got my mailing information from and if they are somehow fraudulently charging my credit cards or going to bill for phone or services I did not order. But since I cannot reach a customer service rep, as I am not signed onto their website as a customer, I cannot get an answer.
I need to know where to send the phone. I need assurance that they are not going to bill or charge me for any phone or services. I did not order any.
Based on the information provided, we cannot locate an account for the user. If the customer did not purchase a device and sees charges on their credit card statement, then they should alert their financial institution right away. If the customer can provide the name of the person the device was shipped to on the outside of the box, then we may be able to determine who the account belongs to and determine if the device was shipped to the wrong address.
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone was shipped to ***, the same person who wrote the original complaint. Obviously they can't find an account, as I never ordered any phone from them. The question remains...Do they want their phone back? And where do I mail it to?
Our records indicate order #XXXXXXXX purchased a Samsung Galaxy SIII on 1/17/18 and signed up for a trial of Premium 2GB and FreedomPop Phone Premier. The account's billing info was then updated to *** on 2/7/18 followed by the account being canceled on 3/18/18 due to a dispute with their banking institution. Due to the chargeback, the dispute will now have to be resolved through their financial institution. We have canceled the account and disabled the device. The customer is not required to return the device. The email being used for the account is ***@comcast.net.
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you, I will dispose of the phone. NOte-I have no idea who Richard Godzo is, so I still do not understand how this phone made it to my address, but I will dispose of it.
FreedomPop advertises a free trial if you buy a Sim card and put in your phone. The free trial was supposed include two gigs of data per month. I've only used about three gigs of data. FreedomPop is charging me $15 every few days and does not have free customer support. To speak with a live agent you need to spend 5.95 per month additional. This company is charging my debit card $15 about every three days to top up my account as they call it.
Product_Or_Service: SIM card and free trial
Billing Adjustment I would like my debit card refunded in the amount $65 for the service. I would like to also be refunded 99 cents for the purchase of the SIM card.
Below is a list of charges the customer incurred for data overage:
1/20 - $15
1/21 - $10
1/21 - $20
1/23 -$15
1/24 - $15
The customer was on a 2GB Data Plan, and the customer utilized 5.95GB of data between the billing period of 1/6-2/6. Even though these charges are valid, as a courtesy, we have provided a refund for the last two payments of $15 each.
The customer's account was closed per the customer's request on 1/25 and should not incur further charges.
With over 20 years of customer service experience (15 of those as a Unit Manager) I have never in my 70 years experienced such a lack of customer service. Yes I was upset for being charged yet again for something I felt should not have been charged which caused my checking to be overdrawn, causing a 35.00 fee from my bank, Freedom Pop wanted to charge me 5.99 just to speak w/an agent! Once I finally got thru not only was there no empathy for my situation they were rude!! I was told "NO MATTER WHO YOU SPEAK WITH YOU WILL GET THE SAME ANSWER " When you ask for a supervisor you expect to get one, not a flip response . God help us all! Common courtesy is a thing of the past with FREEDOM POP....
Hello *** thank you for your review as we are always looking to improve our services in every area. We understand the inconvenience of incurring a charge for something one feels they weren't meant to. Unfortunately, it sounds like the account incurred a charge for exceeding the data allowance. Such information may be found when signing up in our Terms and Agreement. However, you are more than welcome to reach support at *** and by visiting our Community at *** for further information.
I have problems with FreedomPop misleading advertising, poor product, misleading billing, and poor customer service.
I thought the company was horrible! The advertising & emails from the company are very deceptive, dishonest & misled me.
The advertising of the company is false & misleading. I was very surprised & disappointed when I received a very worn old looking refurbished phone in the mail from FreedomPop. The ad from FreedomPOP made me under the impression that I was getting a new phone although it was an older model. No mention in the ad of a refurbished phone ever! I felt misled & betrayed by the company immediately. Whatever advertising FreedomPop had on their website NOTHING would indicate to me I was getting a USED PHONE!
The products sent are faulty. I tried to get the phone to work but it was very hard to use it as the phone had such low battery power as if the refurbishment didn't work well - I missed the deadline to send it back as I hadn't used it enough to realize it didn't work well by the short deadline. I thought it was unfair that I would have to pay return shipping for a faulty product or that I wouldn't get the refund anyway as the FreedomPop had already scammed me & I also was confused as they said the phone was free ($0.00) but they charged me a $29.99 activation fee so it was unclear whether sending the phone back would also give me the refund as I hadn't paid for the phone but instead the activation fee for the phone.
Deceptive business practices continued as I received an email saying my plan was $0 or free but I was still charged $9.99 per month & FreedomPop never gave me any notice of the charges. FreedomPop's email said I was to pay $0.00. They sent no further emails, no monthly bills, and FreedomPop did not communicate at all to me they were scamming the credit card or that my plan wasn't $0. I was on the $0.00 plan but in fact FreedomPop started charging me $9.99 of fees per month without me knowing as I didn't check my parent's credit card statements. After a few months I checked my parents statements & realized my $0.00 plan was actually $9.99 even though I gave up on ever using the service or phone. So I had been charged about $50 for my $0.00 plan which surprised me!
I complained to the company and the awful customer service kept on telling me there is nothing they can do about the scam for the $0.00 plan!! The customer service rep was arrogant & never addressed my problem about receiving a message saying my plan was $0 and then charging me $9.99 per month.
It seems as if FreedomPop will do whatever they can to mislead people & be dishonest to scam people's credit cards without making them aware of it. Why not just be honest? Tell people they are getting a refurbished phone or send customers a monthly bill or email with ALL charges to be made on their credit card so customers are aware of what is happening. All of these deceptive business practices are hidden or kept from customers to trick customers out of their hard earned money for nothing or to keep customers from making informed decisions on how to spend their own money!
So scam #1 sending old broken phone without clearly communicating it customers that it is a refurbished phone that will be sent. I would have never ordered it! Scam #2 once someone goes on the $0.00 plan the company kept on charging my card $9.99 per month even though phone was out of service, I was sent an email my plan was $0.00 and the company gave no notice of the $9.99 charges and no monthly bill or email from the company (they didn't want to let me be aware of any charges). Scam #3 customer service is a joke and justified their deceptive business practices!
Purchaes deatils: July 21, 2017; ORDER ID is XXXXXXXX
I want a full refund as the "phone activation" I was charged $29.99 for never worked as the phone you sent me was faulty. In addition, I want a full refund of the 5 charges of $9.99 you charged me as the phone system and activation was faulty & therefore FreedomPop were charging me for a service that didn't work & never sent me any notice for the charges. In fact, I was sent an email I was on the free $0.00 plan which mislead me into thinking I was on a $0.00 plan. Therefore, I request a refund of 29.99 + 49.95 = $79.94 + any taxes paid. I had almost let the scam of FreedomPop sending me a refurbished phone that doesn't charge properly go - but then when I realized six months later FreedomPop was charging me for services for the broken/refurbished phone without making me aware of it (no monthly billing system was sent to me - no emails, no bill in the mail) after I had been sent an email saying I was on the free plan five months earlier (I thought I had cut ties with the company already) - I couldn't let the scam go on any longer.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the user ordered a Moto # 2nd Gen 4G on 7/19/17. The order included our free basic plan and a 1-month free trial of our Phone Premier add-on service ($9.99 after the trial expires). These trials become paid subscriptions if not downgraded prior to renewal and begin upon shipment of the SIM. There is no activation required by the customer. 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. Since the user did not cancel or downgrade this add-on service or plan, the customer was appropriately charged $9.99 monthly from 8/23/17-12/23/17.
The order funnel the customer went through states that the phones are refurbished, but we are sorry to hear the customer is dissatisfied with the phone. We have refunded the customer $79.94 for the device and the 5 months of service.
We want the subscription terminated since their wireless service does not work.
Problem: No wireless service since subscription was acquire on Oct.2017. Freedom Pop can not be reached after service supposedly started in Oct 2017. After several attempts to contact them to resolve the problem, we decided to terminate the contract in Dec 2017. But we can't because we can't reached them. Yet, they continue to charge our credit card. We put a stop payment in Jan 2017 hoping they will contact us. Still no response. We need Freedom Pop to clear out of our son's phone so he can use a workable wireless service. The phone is not a Freedom Pop phone.
Since our credit card credited our card for Freedom Pop charges, we still need the company to free up our son's phone so he can use it. It seems that their"service" is blocking other wireless carrier service.
There are a total of four accounts under the customer and two account have charges through January. Can the customer confirm the phone number of the device they are having issues with?
No response to e-mail, phone or forum post for cancellation of order and refund request.
I placed an order and immediate see all the issues with contacting the company. I immediately followed there cancellation process, but it failed with an error. I tried to call them and no the auto-attendant tells you to go online which doesn't work. I have opened a ticket though billing e-mail on my invoice and it is not monitored. I opened 4 tickets and no one has gotten back to me. I went on line and opened a forum post on there support site and no one will approve my post to get support. I need help - Acct#***@aol.com
Full refund and deletion of all my data.
We are sorry to hear about the customer's unpleasant experience. We will certainly look into any issues preventing the user from cancelling their service and will escalate this to our Development department for review.
All support tickets should be sent in support.freedompop.com as other email addresses may not be monitored.
We show that we processed a RMA for the customer and closed their accounts. Additionally, we have processed two $19.99 refunds back to the customer their purchases.
I had never hear of Freedom Pop before but was looking for and inexpensive phone service to fit my needs. I tried several phone carrier who did not live up to their advertisement. I didn't need much data because I could use my computer for web searching. I'm glad I found Freedom Pop...It's about time a honest phone carrier live up to their commitment. I was with one carrier that would automatically charge your account if you were close to 75 percent of your usage. I turned the phone off for two weeks, and still received an email that I was close to my data usage. The phone was less than $50 and can ready to use. If you are a senior citizen, as I am one myself, this phone service is for you. Going on 4 months and I do not have any complaints about the service. What I love the most....."my bill is less than $21 per month and data carries over. I can up grade the plan for more data if needed, however, why pay for something you do not use. A warm welcome to the creators of Freedom Pop
Hello ***, we're elated to know you are pleased with FreedomPop and all of the services we have to offer. WE hope you continue to enjoy and save. You may always reach our community at *** should you need any assistance. Thank you for your review.
I received 4 sims cards when I only ordered 1 and was charged $296.64 after my account was previously cancelled. I am unable talk to customer service rep they keep transferring me before I can say why calling and was very rude wouldn't help me resolve my issues. poor customer service.
Product_Or_Service: freedompop
Order_Number: XXXXXXXX
Account_Number: n/a
Other (requires explanation) FULL REFUND
We are sorry to hear about the customer's unpleasant experience. Our records indicate that the customer purchased a LTE SIM on 12/8/17 for $.01 and accepted a post checkout offer for 3 additional SIMs for $.01. The orders included a promotion of our 1-month free trial of our 2GB LTE Unlimited Plan Semi-Annual Plan ($71.94 after the trial expires) and a 1-month free trial of our Phone Premier add-on service ($26.94 after the trial expires). These trials become paid subscriptions if not downgraded prior to renewal and begin upon shipment of the SIM. There is no activation required by the customer. 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. The customer successfully downgraded one of their lines, but they did not downgrade the other line. The customer cancelled 1 of the four accounts. Since the customer only cancelled one account, the customer was appropriately charged $98.88 on three of their accounts on their next billing cycle.
Also, it appears the customer called into our sales queue. This queue is not able to answer support questions.
Even though these charges are valid, as a courtesy, we have refunded $296.64 back to the customer.
This was a product issue that I had with them that turned into a service issue that has been going on since Sept. of 2017. I signed up with them on 9/3/17 and started having troubles with my phone right away. I emailed customer service on 9/15/2017 letting them know I was not receiving calls and then on 9/17/2017 my phone started over heating and on 10/12/2017 not holding a charge. They had me perform a bunch of different things to see if I could fix the problems, and that didn't happen. So finally on 10/19/2017 I asked them to let me know about a new phone and to refund me my money for the bi-annual plan I paid for but did not use and change my acct. to the 200 basic plan which is FREE. (I have ALL the emails of every interaction with them.)I ended up telling them I'd keep the plan because they were going to send me a new phone.On 10/27/017 I received the information to return my broke phone. 11/22/2017 I received my new phone. On 12/19/2017 I had a charge of $98.88 on my CC that I did NOT authorize. I called my CC company and told them. I also emailed Freedom Pop and told them to take back the charge and I want to go on the 200 Basic Plan (free) now so this won't happen again. They suspended my service even though I was refunded the money. They keep telling me they're fixing it but come on! It's been since Sept. of last year since I've had a reliable phone. Very scary when you work the grave yard shift alone and can't call anyone for help. Please help me figure out what to do. I have not heard back from them since 01/08/2018. I'm at a loss.
Product_Or_Service: Phone and phone service
Order_Number: XXXXXXXX
Account_Number: Premium 2GB Semi-Ann
Other (requires explanation) Please help me get a refund for services I was unable to use to NO fault of mine and help me close my account without there being any back lash (extra hidden charges). I feel they are holding my CC info ransom.
We are sorry to hear about the customer's unpleasant experience.
Can the customer please confirm the MAC ID of their current device so that we may investigate this further?
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no idea what a MAC ID is. This is what is on the 2nd phone they sent me.
Model: SPH-L710 UD FCC ID: A3LSPHL710
I have two different set of #'s on the back of my phone. Both with bar codes underneath them. #1: DEC XXX XXX XXX XXX XXX XXX
#2: HEX XXX XXX XXX XXX XX
We have an account associated with the user's email of ***@gmail.com. Our records indicate the user's account associated with ***@gmail.com was canceled on 1/23/18 due to a chargeback which is a violation of our terms. We ask users to reach out for assistance and not dispute charges with their banking institution as our TOS state this will in turn cause their account to cancel. However, before the account's charge was disputed, a refund of $98.88 was issued on 12/26/17 for their renewal plan which was reinstated once the user received their exchanged device. We have also provided a refund of $5.00 which the user incurred for downgrading their account on 10/13/17. We can confirm the account has canceled on 1/23/18 and no further charges have been incurred by the account.
(The consumer indicated he/she ACCEPTED the response from the business.)
I'm so exhausted by this whole situation! I want it to be known that I TRIED to work with them for MONTHS and got no where! I had a new phone without service and they DID NOT seem to care! At this time I just want it on the record. I'm done trying to fight this battle.
they advertise that they have unlimited talk and text with a 2GB data Plan (for $77)the reality is that the Text works through the data and after 2 weeks when my data has been used up, the text stopped working, and they made me pay another $40 to pull through the month with Text.it is NOT Unlimited because its Limited to the 2 GB data.I want my money back for the plan and my phone which I bought for this plan only.
Product_Or_Service: cell phone and service
Order_Number: XXXXXXXX
Other (requires explanation) they should refund me the money for my phone and plan and stop advertising that its unlimited if it is limited to the 2 gb of data
We are sorry to hear about the customer's unpleasant experience.
FreedomPop is VOIP product and our services must have data to work.
Even though these charges are valid, as a courtesy to the customer, we have refunded $40 back to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
Repeatedly tried to contact customer service to resolve problem directly with company. Customer Service hung up on me and refused to receive my call many times. Currently I am uncertain if they are continuing to bill me for services which I am unable to access. Made goo-faith attempt to communicate and resolve with them and follow their recommendations.
Product_Or_Service: cell service
Order_Number: XXXXXXXX
Other (requires explanation) connect phone service with existing number
FreedomPop requires a VIP service to speak with a customer service representative via phone; however, you can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. The customer does not have VIP service and called into our sales line. The sales support team is not trained to take customer service calls.
However, our records indicate that the customer requested a chargeback with their financial institution. Our terms indicate that filing a dispute with their financial institution can result in a suspension or termination of the customer's account. These terms are agreed to prior to signing up for service. Since the user disputed the charge with their financial institution directly, the account was cancelled. The user must work through their financial institution for any refunds.
(The consumer indicated he/she DID NOT accept the response from the business.)
I still find it rude that the FreedomPop phone line would hang up on a customer and not try to explain the options to resolve a problem. The service ticket is very hard to use and hard to get back in to get an update on a ticket.
I would like other potential customers to understand the difficulty in getting service from this company.
I would like them to put in large print the fact that you need to pay extra for VIP service just to talk to a customer service agent and not bury this in the fine print of their terms.
Once a customer disputes a charge with their banking institution, their account is subject to suspension and/or termination at which point all accounts associated with the payment method will also be suspended or terminated. The customer's accounts associated with ***@aol.com were canceled on 1/17/18 and no further charges have been incurred by this account.
I have asked this company at least 6 different times too stop all services. It hook three calls before they stopped charging me for internet and now I have a random .01 out a month even though ice told then I don't want services and it will cost me 35 to stop it on my end. When you call this company your options get you no where. You can either reinstate services or listen to options again. It is a scam type of service.
Product_Or_Service: Phone
Other (requires explanation) Want all my money back and them to stop charging.
We believe there may be some confusion around the customer's accounts and which were open/closed. The customer has 5 different FreedomPop devices. Four of their accounts were closed; however, one of the Netgear Fusion accounts remained open. The $.01 fees are Account Maintenance fee as disclosed in our Terms of Service located here - https://www.freedompop.com/service_plan_terms.htm. If a FreedomPop customer chooses the Free Monthly Broadband Plan or the Free Monthly Phone Plan and does not make a payment for excess usage, Value Added Services, or Other Services in any particular month and uses less than 5mb or make fewer than five (5) calls in any given month, FreedomPop reserves the right to charge you a $0.01 maintenance fee ("Maintenance Fee") to keep your FreedomPop Account active. Since the user met this criterion, the maintenance fees were appropriately charged.
We have now closed this account and refunded all $.01 fees charged to this customer.
I downgraded my service from a paid plan to their FREE plan. I later discovered that my credit card had been charged $15.
After having to search for a hidden link to downgrade to their "free" plan, I was charged $15. The $15 charge, I'm told, is... "to ensure that your account remains active in the event you exceed your data allotment".
Mind you: There is no such deposit required for a paid plan.
They do not provide a clear notification that a deposit is required.
They do not provide a clear option that allows you to completely cancel the account in lieu of giving them a $15 deposit.
The whole thing is completely deceptive!
*The link to downgrade to the free plan, which is a heavily advertised option, is well hidden withing their website. It took me a good 15-20 minutes of hunting, plus a Google internet search, to find the link.
*After jumping through hoops to find the tiny, hidden link to downgrade, they sneak in a $15 charge to your credit card.
1) I want a refund to my credit card account. 2) I want them to cease this deceptive business practice (charging for a free plan). They do not require deposits for any paid plans. They should at least, in a clear and concise manner, give the consumer the ability to opt out of this deposit nonsense. 3) I want them to make the Free plan an easy-to-identify option for all customers. The Free plan is heavily promoted on their website until you sign up, then it turns into something so hidden you'd be more likely to find the Loch Ness Monster before you'd find out how to downgrade to a free plan. In the time it has taken to document these issues I did get an email that I would receive a refund, "as a one time courtesy." Refunding money that is rightfully mine is seen as "a courtesy". I can't think of anything that better demonstrates the attitude of this business.
We are sorry to hear about the customer's unpleasant experience.
Prior to sign-up the customer is told, "When downgrading to the free plan, an account balance is required to protect ourselves from fraud and leakage, as data usage can be delayed up to 3 hours." The customer is also told prior to approving the downgrade that downgrading will cause a $15 charge which is to be added as an account credit. Also, during the customer's trial period, we provide a link to our support website (www.support.freedompop.com) which provides step by step instructions on how to downgrade plans and add-on services.
Even though this charge is valid, as a courtesy to the customer, we previously provided a refund back to the customer on $15 for this account credit on 1/16/18.
However, the customer requested a chargeback with their financial institution. Our terms indicate that filing a dispute with their financial institution can result in a suspension or termination of the customer's account. These terms are agreed to prior to signing up for service. Since the user disputed the charge with their financial institution directly, the account was cancelled.
(The consumer indicated he/she DID NOT accept the response from the business.)
This was not my first time downgrading to the free plan. However, this most recent time was the first time I was charged the $15 to do so. So this business about being warned prior to sign-up is complete B.S.
Additionally, there was not a notification that I would be charged $15 before the downgrade and... more significantly... there was not an option to cancel the account in place of downgrading for $15. The only options on the screen were, "OK", "OK", and "OK".
The only reason I requested charge-back through my bank is for one simple reason: I did not trust this vendor to follow through with the refund the promised.
Everything these people do is shady and it feels like it is built on a foundation of dishonesty and trickery. Every change that does not involve an upgrade of service is buried deeply within their website. Their user interface is designed from the ground up to confuse and frustrate anyone who wants to downgrade service.
AND THEN... for those who are actually able to navigate the maze to actually downgrade, they are "rewarded" with a surprise charge "to protect ourselves from fraud and leakage". Don't charge your customers for a flaw in your service... just fix your service!
If presented with the opportunity to do business with these people in the future, I would self-amputate body parts before I would give them a penny.
We are sorry that the customer remains unsatisfied with the refund of the $15 downgrade fee. However, as our terms state, the account will be cancelled if a chargeback occurs on the account. However, we have provided an additional refund of $7.75 for the customer's 2GB Plan charged on 1/11/18.
(The consumer indicated he/she DID NOT accept the response from the business.)
I was surprised by the additional refund, which I did not request.
I do not see anything to indicate that this business has committed to changing any of the practices that created this mess. Consumers are in a position to get trapped and ripped off, just as I was.
This business seems OK with a system that traps consumers and embargoes their money, with no path for the customer to avoid the trap.
This is a shameful practice!