FreedomPop Reviews (%countItem)
FreedomPop Rating
Address: 1100 Glendon Ave #700, Los Angeles, California, United States, 90024-3511
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charged for services , phone says suspended for a technical issue. Money has come out of my account for services I have not received.
I purchase this phone in November 16 of 2017. I activated the phone, and paid for minimum service, I tried to downgrade the service,and I was charged 24.99 on Dec 16, then charge on Jan 16,2018. I was not given the option to downgrade. My account says that I am on a 10.99 plan but I am charged 24.99, Each time I try to use the phone, I get an error message, that say a technical error of 302 will not let me use the phone. When I log into my account I get a message my account is suspended despite they have taken money out of my account the past 3 months. AS of today, this company has charged me another 24.99 for a service I can not use.
i want a refund for the service i was not providedfor the past 60 days, i want a refund in the amount of 49.98 and $15to down grade my service.this phone does not work, and i am still being charged. all i want is to get what i paid for, which is phone, text and data and to be reimbursed for the terrible none sdelivery of said products
We are sorry to hear about the customer's unpleasant experience.
Our records indicate the user ordered a LG Optimus on 11/10/17. The order included a promotion of our 1-month free trial of our Premium 2GB Monthly Plan ($24.99 after the trial expires) and a 1-month free trial of our Phone Premier Monthly add-on service ($10.99 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. The user successfully downgraded their Premier add-on service, but they did not downgrade their monthly plan. Therefore, the user was appropriately charged $24.99 on their next two billing cycles.
Our support forum details how to downgrade the plans and services:
Instructions on how to downgrade the services can be found here:
https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade%20plan
Instructions on how to downgrade the services can be found here:
https://support.freedompop.com/app/answers/detail/a_id/3315/kw/downgrade%20add-on
We show the user downgraded their plan on 1/16/18. As a courtesy, we have provided 2 refunds of $24.99 back to the customer.
(The consumer indicated he/she ACCEPTED the response from the business.)
My attempt to downgrade the plan did not for the 60 days I indicated, the website to log in did did not work I could not downgrade. This was as my biggest frustration including a continuous message that my account was suspended for something I had no control over and the phone was inoperable. It took nearly 60 days to get an answer to get the phone working. Although now I have received a satifisfying conclusion to my services as freedom pop refunded my services and I appreciate that. Jan 16 was the first time the phone worked in 60days after a hard reset was guided me through through messenger thank you.
There are sneaky hidden charges with this company! I ordered a SIM card to place in my own phone and downgraded to the free plan shortly after receiving the product. Unfortunately, there are other areas in your account that you have to cancel if you don't want to be charged for other "services", and FreedomPop sure makes doesn't make this clear from one's account homepage. After being charged, I immediately dug through every section of my account and found out what the charge was for; I then IMMEDIATELY cancelled the "service" which had automatically been turned on when I ordered the SIM. Since I had not used this "service" whatsoever (after 1 day of a prepaid 6 month subscription), I requested a refund, which I was told I was not eligible to receive. Not only this, but the only way to make phone calls when you order a SIM for your own phone is by using the FreedomPop app, which means you have to have your mobile data turned on to receive calls. Since the free plan has a very limited amount of data available and the data must be turned on for the phone to be functional, the free plan is not very useful when you purchase a SIM for your own phone. Doesn't seem worth the hassle and hidden charges to receive a nearly worthless service.
Sounds like you incurred a charge for your initial trial coming to an end and becoming a paid subscription. This information can be found in our terms and conditions upon sign up. Support is always available via our Community at *** or by visiting
This is true, however, the reason the charge seemed so "sneaky" is because I downgraded my "plan" immediately upon receipt of the SIM so that I would not be charged. Then on my account homepage it said I was on the free plan. Nowhere on this page did it say I was still signed up for the 6 month subscription. I had to go to a totally different section titled "services" to find where I was still signed up for this service. Also, the fact that FreedomPop wouldn't refund the charge seems very unethical, considering I cancelled it only 1 day into the 6 month period AND the fact that I had not used a single aspect of the service. Pretty shady in my opinion and I can no longer recommend the service. Gratefully, I figured out how to prevent them from ever charging me again! Even though FreedomPop will not allow you to remove your payment information, you can go into Paypal itself and cancel their right to charge you by changing the settings under "Pre Approved Payments" - it must be changed from "active" to "inactive".
Freedom Pop is legit. I am very skeptical, especially when my son mentioned it. After reviewing them and reading all of the fine print I decided to go for it as a trial. I am impressed. Any upselling from $0.01 is not any more than other companies that charge $100 per month. I have only paid for top up twice and at $15 per top-up is far more reasonable than the alternatives from other carriers.
I was totally lost when trying to set the phone up, but after calling in for support was able to get it going. All the information was on the box, but it was not made obvious to me in the materials. I expected my experience to be less than perfect since the product was free. I only purchased the device. After a year, I have been pleasantly surprised that the device still works and the service is still free unless I choose to top-up so I can go over the limit. My choice!
Most of the negative reviewers either don't read or don't understand that you cannot get a perfect service for free.
We're elated to know FreedomPop has been wonderful for you and at the same time saving you money, ***. We thank you for your review as it is greatly appreciated.
I thought the company was horrible! The advertising & emails from the company are very deceptive, dishonest & misled me. I was very surprised & disappointed when I received a very worn old looking refurbished phone in the mail. The ad from FreedomPOP made me under the impression that I was getting a new phone although it was an older model. I felt misled & betrayed by the company immediately. 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 deadline...I just downgraded to the $0.00 plan & never used the phone. This is when the second scam started as FreedomPop sent me an email confirming I was on the $0.00 plan but in fact they 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 hidden fees 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. So scam #1 sending old broken phone without clearly communicating it customers that it is a refurbished phone that will be sent. 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. Scam #3 customer service is a joke and justified their deceptive business. practices!
I was billed several charges on my credit card after I had sent emails and called to have the charges stopped. I had asked for only the free cell phone service.Bill dates- 9/27/17- $2.49 9/29/17- $24.99 10/27/17- $2.49 10/29/17- $24.99 11/29/17- $24.99 12/25/17-$.01 12/29/17- $24.99
Product_Or_Service: Cerll hone Service
Order_Number: NA
Account_Number: NA
Other (requires explanation) Refund
Our records indicate the customer contact the community support forum, and he was given a link showing how to downgrade his plans and services by a FreedomPop user (not an employee of FreedomPop). The customer did not do this until 10/29/17, and he was charged $2.49 on his next billing cycle on 10/27/17. On 12/25/17, the customer incurred an Account Maintenance Fee for $.01.
These 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.
The customer cancelled his service on 1/4/18, and requested a refund for the $2.49 fee, and we refunded the customer on 1/5/18
(The consumer indicated he/she DID NOT accept the response from the business.)
I made several phone calls to the customer service number and I wa told the extra services would be cancelled and all the extra charges eliminate
Our records indicate the user contacted our Online Services on 9/23/17 regarding a renewal charge of $32.98 which was associated with ***@comcast.net. User was refunded and informed their VAS of FreedomPop Premium Plus was deactivated. User was also informed failure to downgrade their account will result in a recurring charge. However, due to the confusion provided by the agent, we have issued the refunds for the past 5 charges of $24.99.
Users can always reach our knowledge base at https://support.freedompop.com/app/answers/detail/a_id/3328/kw/downgrade%20account for information on how to successfully downgrade their accounts.
(The consumer indicated he/she DID NOT accept the response from the business.)
I had 2 accounts. One was for myself and one was for my wife: ***. I was charged again in January on my credit card and I closed the card to avoid further charges from you.
This company is a scam. They offer to sign up online for $10 and then they charged me over $100 in separate bills to my credit card.
This company is a scam. They offer to sign up online for $10 and then they charged me over $100 in separate bills to my credit card. It was multiple charges and I did not use their service. when I tried to call and complain and cancel there is no representative on their phone lines. I am still trying to work with Amex who said they submitted proof I used a service - which I absolutely did not! Most online scams like that back off once you complain but freedompop wants the $100. Be very careful and warn people about this online scam.
I am disputing this $101 with American Express. I expect freedompop to refund the charge because I did not use their cell service at all!
We are sorry to hear about the customer's unpleasant experience. Our records indicate that the customer purchased a LTE SIM on 9/22/17 for $7.98 and accepted a post checkout offer for an additional SIM for $.01. One order included a 1-month free trial of our Premium 2GB LTE Quarterly Plan ($53.97 every 3 months after the trial expires) and a 1-month free trial of our Premier Quarterly add-on service ($14.97 every 3 months after the trial expires). The other order included a 1-month free trial of our 2GB LTE Monthly Plan ($24.99 each month after the trial expires) and 1-month free trial of our Premier add-on service ($7.99 each 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. The customer did not downgrade their plans prior to renewal; therefore, the accounts were appropriately charged $68.94 and $32.98 respectively on 10/27/17.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; we provide a variety of free support options. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. It typically takes 2-3 business days for a response for non-VIP customers, and we show that customer's tickets were entered within 1-2 days.
The customer requested a chargeback on these items. 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 to dispute the chargebacks as we are unable to reverse any contested charges.
We would not submit "usage" on this account as there is no usage. We did provide the delivery date of these items, and we provided our 30-day return policy. We cannot override a financial institution's decision.
(The consumer indicated he/she DID NOT accept the response from the business.)
No. The terms they describe above were NOT clear when checkout. I did not see any 1 cent additional item. Nor did I see these detailed terms. I also did NOT receive any email they describe above. If they had sent an email with instructions to cancel that would have been acceptable but again NO email - NOTHING! Further I could not find any way to cancel, I could not see how to issue a 'ticket' and if you go to their website you can only read helpful hints if you do not have a VIP account. In other words it's a complete run around and I was forced to dispute this with American Express.
I am sorry but I do not accept that this merchant operates with clear and visible terms. It seems they are opaque so they can lure unsuspecting victims to give their credit card info online.
I want to make sure others see my situation on Revdex.com so they can make an informed decision before they make the same mistake I did.
We are sorry to hear the customer remains unsatisfied. However, the customer had to click the post checkout offer for it to be added to their account.
Terms of Service are agreed to when registering for FreedomPop and prior to purchase.
Since the customer must work through their financial institution due to the chargeback, there are no other steps we can take with this customer's account.
I was trying to active my My new Galaxy S6 will not ,active on phone number XXXXXXXXXX get put on this number MEID XXXXXXXXXXXXXXXXXX IMEI XXXXXXXXXXXXXXX , was told needed to get a sim card, I bought a sim card from Freedompop , the price showed 9.99, when I looked at my bank statement there was a 19.98 charge, I ask why was double billed was told there was a 9.99 shipping and handling charge, now were on the website was there anything about this charge. After I got the sim card tried to get my phone activated the phone would not activate, asked why I was told the sim card they sold me was not for my type of phone and would need to buy a card myself again no were on their website did it say what type of phone the sim card was for., then I did and asked for a refund of the charge for this no good sim card was told no after several requests. When I tried to active the phone a new line of service was set up with a 32.00 monthly asked to have this line canceled was not and I got billed the 32.00 for a non existent line of service. I asked if I could call and talk to someone at freedompop was told only if I paid a monthly fee.
billing
I was trying to active my My new Galaxy S6 will not ,active on phone number XXXXXXXXXX get put on this number MEID XXXXXXXXXXXXXXXXXX IMEI XXXXXXXXXXXXXXX , was told needed to get a sim card, I bought a sim card from Freedompop , the price showed 9.99, when I looked at my bank statement there was a 19.98 charge, I ask why was double billed was told there was a 9.99 shipping and handling charge, now were on the website was there anything about this charge. After I got the sim card tried to get my phone activated the phone would not activate, asked why I was told the sim card they sold me was not for my type of phone and would need to buy a card myself again no were on their website did it say what type of phone the sim card was for., then I did and asked for a refund of the charge for this no good sim card was told no after several requests. When I tried to active the phone a new line of service was set up with a 32.00 monthly asked to have this line canceled was not and I got billed the 32.00 for a non existent line of service. I asked if I could call and talk to someone at freedompop was told only if I paid a monthly fee.
We are sorry to hear about the customer's unpleasant experience. Our records indicate that there was a misunderstanding with the agent. Since the device is Sprint, the customer will need to follow these steps to bring their own Sprint device - https://support.freedompop.com/app/answers/detail/a_id/2166/kw/BYOD.
However, please note that not all devices are available to be brought over. The phone must be unlocked from the previous carrier. If a SIM is needed, the SIM must be obtained through Sprint. Due to this misunderstanding, we have processed a full refund back to the customer for $52.96. This includes signup fees and the first monthly payment. The account is currently cancelled.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; we provide a variety of free support options. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/.
I cancelled service on December 20th with this company and they took money out of my account after this cancellation request. I called to bring this to their attention on December 27th,and was told we would be refunded. We have not received a refund,and no one will take our calls now. We have spent an average of 1 hour a day trying to reach them for resolution,with no avail.
Other (requires explanation) I would like a full refund of $79.99 and written proof this account was cancelled and closed as of December 20th 2017.
We're sorry to hear about the customer's unpleasant experience and appreciate the opportunity to present our side of the dispute.
There is insufficient information provided to properly identify the issue at hand or identify the account in question. We request they provide more information on their issue as well as account information such as:
Account Email
Account Phone Number
Account Name (first/last)
Device ESN
There was no email provided in complaint.
The customer service sucks. All the agents are Indian and their English is horrible.
I ordered prepaid internet service with Freedom Pop on December 30, 2017 for $19.99. The promotion gave me 2G free each month plus a bonus 1G. When I received my wireless box it was January 5, 2018 around 3:30pm. By 6pm the same day I received an alert from my bank that Freedom Pop charged my account for $30 total. Two transaction for $15. I called customer service for explainations and was bascially told that I has used usage on the box so they deducted the money to restore more usage. The problem came in right there because I have not even opened the package nor did I activate the box. The first agent was very rude so I called back to get another agent. The second agent was polite and helped me get my refund back. She also stated that another box was coming in the mail also. I couldnt understand why when I only ordered one. Mind you on your account the boxes have your debit card number attached. I just wanted my money back and she did give me a refund so I was fine with that. On Saturday January 6, 2018 I received the 2nd wireless device in the mail. On Monday the 8th I got another alert from my back that Freedom Pop took more money a transaction of $19.99 and another on for $15 so I called customer service again. The male agent was very rude and tried to offer a diffrent plan than what I already had but I stated that I didnt want anything else from the company but my money back due to I havent used the devices yet. He stated that he didnt see any charges from their computer and he hung up on me. I called back the next agent told me the same thing so I asked for a manager or supervisor and he stated that no one else was around to take the call finnally I got irrate and he transfers me to someone that was supposed to be the supervisor. She kept telling me to recheck with my bank to make sure it was accurate information. I ensured her it was I was looking at the transactions. By this time Im frustrated and just want my money back and I DONT want to use their service anymore. I want them to remove my debit card from their database and all. You order you device and they just keep your card on file and wont take it off until you have a credit(money available) on file in your account. They are a fraud and I dont reccommend them to anyone.
I just want my money back and dont care to have my bank card in their database anymore.
We are sorry to hear about the customer's unpleasant experience. Our records indicate that the customer ordered 2 Franklin Wireless hotspots on 12/30/17. The hot spot with MAC ID XXXXXXXXXXXXXX is the device that incurred charges.
The charges the customer is referencing is for an automatic top-up charges. 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. 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. Automatic top-ups are 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 was allocated 2.49GB of data for the billing period; however, the customer utilized 5.12GB of data. The data usage occurred from 1/5/18-1/6/18, and the customer's device was delivered on 1/15/18. The customer contacted us, and we explained the charges. While the charges are valid, as a courtesy to the customer, we provided 3 refunds of $15 back to the customer. We, also, cancelled this account per the customer's request.
Their other account remains open. We can process refunds for the devices on both of these accounts if the customer would like to return their devices for a refund. Please email ***@freedompop.com with "Revdex.com XXXXXX" in the subject line and a request to return devices in the body of the email. We will provide instructions on how to ship the devices back for a refund.
(The consumer indicated he/she DID NOT accept the response from the business.)
Its funny how they can come back with a response like this but cant get into details via phone call. This company is a fraud. I wasnt given any refunds 1st and foremost. The 2 refunds that the company processed for me came back to my account to be taken the next day with other transaction from Freedom pop in which they claim they dont see these trsasaction. Im going to point somethings out in their response that will make you see things a little different. The company states that I got the device delivered on the 15th but I supposed to have used data on the 5th - 6th of Jan.???? How is this even possible. Secondly I wanted to know how do you ship a device and data can be used on it WITHOUT any kind of activation?? Last thing the company states they closed my account on my behalf but I just recently gotten my bank alerts that they have taken again so if my account was closed then I wouldnt have to be going thru this all over again after taking more money. I also stated once again to closed my account(s) with Freedom Pop. Im tired of hearing you can go online a take your card information off by yourself. No this dont work either the message pops up that you have to have a credit applied to the account to remove your debit card number. Im just tired of my money being stolen and everyone acts like computers cant glith or people dont lie. I wouldnt even take things this far if I was responsible for the charges but im not a device cant be used while still tapped in the box you sent the device to me in, also the times data was supposed to have been used I was at work while the package was at home. IMPOSSIBLE!!!! Revdex.com I can provide documents of my bank statements my work schedule and all to prove im not the liar. I just want the money back that they stole.... Not fake refunds
Below are the reference IDs for the three refunds:
POPXXXXXXXX
POPXXXXXXXX
POPXXXXXXXX
These show as complete on our end and were given back to the customer.
The device was delivered on 1/3/18. The tracking number is XXXXXXXXXXXXXXXXXXXX from FedEx. FreedomPop's devices come fully pre-activated so no activation is required.
The charge the customer is referring to is for the monthly plan for their second device that was ordered. We have refunded this back to the customer and closed the second account.
I was unable to manage my account due to their website erroring, so had to pay $5.95 to speak to a live person, and they tried to charge me $10 more.
I purchased a phone from them 3 months ago for $30. I had to opt into their unlimited plan for $34.95/month to do so. I tried to cancel the plan today and downgrade and was unable to do so due to an error on their website. I then was charged $5.95 to speak to a live person. After being placed on hold for approximately 20 minutes, I was told it would cost me $10 to downgrade, and no refund given for the $5.95 fee due to their error on their webpage. I refused to pay that and asked for a manager, and was again placed on hold for about 10 minutes. After telling the manager I was ready to just cancel my service, he did so without warning and hung up on me. I am now out of the $34.95 I have paid for the month's service, plus the $5.95 that I paid, and have no phone. This is the worst possible example of customer service I have ever seen in my life.
I expect to receive a refund of $34.95 for the month of service and the $5.95 I was charged in order to speak to a live person, since I had no other choice.
We are sorry to hear about the customer's unpleasant experience. We do not show an issue with the website, but we will escalate this to our team of developers. We are also reviewing the phone call placed into support as that should not have occurred.
We disclose that customers must have an account balance when downgrading to the free plan prior to purchase. This is to protect us from breakage and overages. 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. However, we will waive this account balance as a requirement for the customer. We have reactivated this customer's account on the free plan, and the customer has been refunded the last monthly payment of $34.98 and the $5.45 VIP service fee.
Freedompop was unable to transfer phone numbers for months and when I tried to return the phones, they say it is passed the warranty.
I purchased 2 G Tribute 2 LS665 Blue for $179.97 on 11/5/17, after a week they arrived and I took them with me to Missouri to give to my father and step mother to help reduce their monthly expenses. After contacting customer service multiple times about transferring phone numbers to the new phones and not getting anywhere I requested to return phones and get a refund, but they say since it is past the 30 day warranty I cannot return the phones. Even though it was their delay that took it beyond the warranty period.
I would like to return the phones and get a refund of $179.97.
We're sorry to hear about the customer's unpleasant experience and appreciate the opportunity to present our side of the dispute.
There is insufficient information provided to properly identify the issue at hand or identify the account in question. The email address provided is for an account with one SIM. There are no phones associated with this account.
We request they provide more information on their issue as well as account information such as:
Charge Amount
Account Email
Account Phone Number
Account Name (first/last)
Device ESN
First 4 digits and last 4 digits of credit card being charged
(The consumer indicated he/she DID NOT accept the response from the business.)
Charge Amount - $179.97
Account Email - ***@gmail.com
Account Phone Number - XXX-XXX-XXXX, XXX-XXX-XXXX
Account Name (first/last) - ***
Device ESN -
We are sorry to hear about the customer's unpleasant experience.
FreedomPop has a 30-day return policy as defined in our terms of service (https://www.freedompop.com/service_plan_terms.htm). However, as a courtesy to the customer, we have refunded $179.97 back to the customer's financial institution.
(The consumer indicated he/she ACCEPTED the response from the business.)
I called FreedomPop on the morning of Thursday, January 4 for information on their services. I was in a hurry and was going to call back later. The sales girl said it was a one time half price deal and would only take a few seconds and rushed me into the buy. As soon as we hung up, I realized a question I'd meant to ask to know if their internet service would work without a home phone line. I couldn't get a straight answer so I just cancelled the order, less than 30 minutes after placing it. I was told the $44.98 they took from my bank debit card would be refunded in 3 days. It is now Monday, January 8, 10:00 pm and the money was not refunded. While I received a cancellation email, my account still shows active online. On January 5, the day after the order was cancelled, the equipment was still shipped out to me, which means it will need to be returned, most likely at my cost, or they will continue to bill me $20/mo. I've repeatedly called. Since you can only reach sales, they say I'm already a customer and transfer me to cancellations or support, run by an automated system which asks for my phone number. When I enter it, it says I'm not a customer and hangs up. I've repeatedly tried explaining this to sales but they hang up or transfer me even if I tell them the transfer just hangs up. I've tried emailing and get no response. They want $5 to talk to support. This is a ripoff scam artist.
Product_Or_Service: Home internet
Order_Number: XXXXXXXX
Other (requires explanation) Immediately refund $44.98, send a postage paid return label to return the package they should never have shipped, and completely destroy my contact and credit card information.
Our records indicate the user received the refund on 1/12/18. We do apologize for the delay in the confusion; however, you do not need a home phone to use one our devices. The refund is complete, and this account is cancelled.
(The consumer indicated he/she ACCEPTED the response from the business.)
Refund was received. However, as a note, the account was not cancelled because a telephone was or was not necessary to use the device, but because of poor/rude customer service when I called back to obtain that information.
Last year I signed up to check out Freedompop. It's a cheaper cellphone service that is free as long as you don't go over a minimum amount. I never got it working, it always said I needed to pay a $15 setup fee. So I canceled it.
I come to find out they been charging me $7.99 a month for a service I should of never got charged for (wasn't part of the deal), I never used and I canceled right away. They are claiming I signed up for it, didn't cancel and won't give me a refund. In fact, even though I specifically asked them to cancel me in the support email with them, they still haven't canceled it as of today.
This company is preying on the low income to make money and it's not right. They purposely have a crappy website that doens't help you do anything once you signed up. You can NOT remove credit card info, your info, anything.
Refund I'm looking to be refunded my $7.99 each month is has been going on (for a year I think), an apology from the company and of course them closing the account. I would prefer that they get regulated so they can't be taking advantage of people again. It looks like this has been going on since July 2016 actually.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the user ordered a Global SIM on 10/26/17. The order included a promotion of a 1-month free trial of our Phone Premier add-on service ($7.99 per month after the trial expires). 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 we have no record that the customer did not downgrade their account, the customer was appropriately charged $7.99 monthly on their billing cycles from 11/26/16 -12/6/17.
FreedomPop's terms located at https://www.freedompop.com/service_plan_terms.htm (which are agreed to prior to checkout) state, "must notify us within 30 days after the date on which the disputed amount has been charged to the your registered payment method... If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future, including in arbitration or a court proceeding." While the full refund is outside of the 30-day dispute process, we have refunded 3 months of service for 10/6/17-12/6/17 as a courtesy to the customer.
The customer cancelled their account on 1/5/18 and will not incur any further charges.
I am trying to cancel my accounts because of the monthly fee that I keep getting changed. When I tried to contact them, I could not. Now I just cancel
I can't get in contact with them without joining their $5 customer service. I don't need to do business with a company such as this.
I can't say they didn't give me service at some point. It's just that if I want to contact a company about an issue and cannot, I don't need to deal with that company. I just want to cancel. No refund necessary.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the customer has 3 devices which have all received $.01 charges recently.
The $.01 fees are Account Maintenance fee as disclosed in our Terms of Service located here - https://www.freedompop.com/service_plan_terms.htm. The customer has two accounts with two different hotspots. One account has a $19.99 plan, and the other account has a free plan. 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.
While FreedomPop requires a VIP service add-on to speak with a customer service representative via phone; we provide a variety of free support options. Customers can submit a ticket or look for other helpful topics in our support center - https://support.freedompop.com/. Customer can also cancel their account by logging in at www.freedompop.com or cancel via IVR. We have closed these accounts for the customer, and no further charges should incur on this account.
I'm trying to upgrade my gs4 to gs5. It's now been over 10 days and multiple supervisorsources later, and still nothing. I keep getting told to wait.
My cell number in question is (XXX) XXX-XXXX. The phone was shipped without a Sim card. The last time I upgraded from the 3 to the 4...the phone came in a box with glue, a charger that didn't match the phone. Freedompop blocked me on Facebook when I reached out to them, because they don't want people to know the truth. I requested a call to be pulled and reviewed by qa today at 2:45 pm est...and the lady supervisor refused. I told her I was contacting the Revdex.com and fcc...but she didn't care and told me to wait 24hrs more for her "backend support" to reach out to me via email...which never happens.
I want my galaxy 5 to be active
We apologize for the customer's unpleasant experience. We show that a new SIM card is now being sent to the customer. It will ship on Monday, January 15th. We will address this issue with our shipping department to ensure all devices include the necessary accessories and materials going forward.
Since I last contacted the Revdex.com, Freedompop had sent me 2 Sim cards for some reason??? I called the tech support line, and I explained I wanted the gs5 active on my *** number and ***@yahoo.com. He told me "NOT TO WORRERIEEEEYYY MEISTER CARPENTRIE..." I found out freedompop outsources to somewhere in India, in which I responded to him...before I give you my iccid of one of the new Sim cards, I want to know YOU personally can handle this, because this has been escalated to the Revdex.com. He again told me "I understand, not to worry I go ahead and process..." I figured hey if they burn one card they sent me two so let's try it out...and wow...what a shocker...the agent tells me he couldn't complete the Sim card on my account and that there's a problem and I'd have to wait for another response from the back end team 48 hours later...in which I responded...I want to talk with your supervisor NOW. Agent says "NO WORRY I GET YOU HIM" I was put on hold for awhile til the lead support in the tech department came on. He tells me that the Sim card wasn't being found...but miraculously after I told him this was a Revdex.com incident...he tells me "OH WAIT...SIMS THERE NOW...you're good to go. All you have to do now is put the Sim in your phone and wait til 2 hours for a conformation email to say your phones active. I told him OK it's 6:45pm est. My time so let's say by 9pm I should be able to turn on my phone and it will be activated? He says yes. I waited til 9pm...AND NO EMAIL CAME...I messaged the Freedompop tech support team seems how I work for a living and I don't have time to be on hold for hours with Freedompop...they emailed me back stating it's in the hands of the Revdex.com now?!? I waited til tonight to see if they were backed up gave it a solid 24 hours, and nothing still so....I turned on my phone and synced my account...it shows my text messages now and shows my number *** and my email ***@yahoo.com but now have an unforseen tech error??? I've seen the error before, and NOBODY AT FREEDOMPOP could explain to me what it was. I logged into my account at freedompop.com...and it still shows my OLD PHONE ON THE ACCOUNT...GS4 AND NOT MY GS5...I was told numerous time different reasons why this could be...ranging from the customer support team messed up my account to oh its "just a glitch...no worries"
We provided the user for an option of free service for one year and a new device; however, the customer turned down this option. Is this an options the customer would like to proceed with?
(The consumer indicated he/she DID NOT accept the response from the business.)
Are you kidding me??? You said I rejected your offer? I demand that you pull the calls and review what was said...oh that's right...you don't care about your customers...or the FCC regulations. What a horrible company. Over 2 months without a phone. How would you feel?
Billing Scam
Attempts to cancel free trial on company's website BEFORE expiration of free trial were made with negative results - received multiple error messages after each attempt resulting in account being temporarily locked. Company DOES NOT allow you to cancel free trial or any other subscription over phone. Subsequently, after my free trial expired with an UNAUTHORIZED charge of 98.88 being made to my checking account was I miraculously able to cancel my account on company's website without issue. Therefore, I think this is a billing scam and want my money back.
Refund made to my checking account in amount of 98.88.
Our records indicate the user ordered a LTE SIM on 11/15/17. The order 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. Since we have no record that the customer did not downgrade their account, the customer was appropriately charged $98.88 on their next billing cycle.
However, we see that the customer said they encountered issues with our website, and we will have our development team review this. We show many successful downgrades and upgrades throughout every day.
We also show the customer was previously refunded $98.88 on 1/10/18 and their account is currently cancelled.
(The consumer indicated he/she ACCEPTED the response from the business.)
The company advertises themselves as a free Cell Phone Service but there website and practices are very confusing. In my opinion, their business model is to make it next to impossible to downgrade their plan while they continue to charge your credit card.Thier support teams have well-crafted email reply templates that just makes no sense. Based on internet searches I am not alone.
Product_Or_Service: Wireless Service
Account_Number: XXX-XXX-XXXX
Other (requires explanation) What I would like - provide the free service they advertise and I signed up for as well as refund my close to $200.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the customer purchased a Moto E 2nd Gen phone on 7/18/17. The order included a promotion of our 1-month free trial of our Premium 2GB Plan ($24.99 every month after the trial expires) and a 1-month free trial of our Monthly Premier add-on service ($9.99 every month after the trial expires). These trials begin upon activation and 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 the user did not downgrade their plan, they were appropriately charged $34.98 on their next billing cycle beginning 8/22/17. This occurred monthly from 8/22/17-12/22/17.
The customer contacted us on 10/26/17, and we advised on how to downgrade their account. We would supply a one-month refund once the account was appropriately downgraded. We did not hear back from the customer until 1/3/18.
FreedomPop's terms located at https://www.freedompop.com/service_plan_terms.htm (which are agreed to prior to checkout) state, "must notify us within 30 days after the date on which the disputed amount has been charged to the your registered payment method... If you do not notify us within 30 days, and unless otherwise provided by applicable law, you hereby waive any right to dispute the charge in the future, including in arbitration or a court proceeding." The customer contacted us regarding the charges on 1/3/18, and we downgraded the customer's account and provided a 1-month refund for the charges on 12/22/17 as specified in our terms.
Even though these charges are valid, we provided two additional refunds of $34.98. The customer's account is downgraded and open.
Unauthorized charge to account.
I ordered a .99 sim card from freedom pop last month. I have not activated this sim card due to having 3 more months on my contract on my current phone service. I bought the sim so I could use it when my current service is over. The freedom pop sim card has NEVER been activated. I checked my account and find out there is a $98.88 charge from freedom pop. I did not authorize this especially when I have not even activated the sim card yet. This is unacceptable. I submitted a ticket to the company and I called. It says I must pay $4.99 to speak to a live representative. No thank you. Not only that, when I go into the account settings, I do not have any sim or phone attached to my account log.
I want a refund of the $98.88 that was taken from my account. I do not wish to do business with a company who feels it is acceptable to take money when a service has not even started nor do I wish to buy anything where I have to pay to speak to a represenative. I should not have to pay money to speak to someone about unauthorized charges.
We're sorry to hear about the customer's unpleasant experience and appreciate the opportunity to present our side of the dispute. However, there is insufficient information provided to properly identify the issue at hand or identify the account in question. We request they provide more information on their issue as well as account information such as:
Charge Amount
Account Email
Account Phone Number
Account Name (first/last)
Device ESN
Credit Card Transaction ID(s)
Freedompop took money out of my account without my permission.
Sometime in Nov. 2017, I purchased a tablet from HSN. The HSN TV presentation said that the tablet included 500 MB of free data each month for the lifetime of the product. When the tablet was activated, we were told we would need to enter a credit card and that Freedompop would charge $.01 to the card and that we would have the option of adding additional data if we ran out and wanted more data. The presentation specifically said we would have the option to authorize any monthly charges above the free data. On 12/22/2017, Freedompop charged $27.98 to my debit card. On 12/26/2017, they again charged my card for $20.98. The tablet has been turned on only one time to do the activation. I have not used it since activating it. I did not sign up for a monthly plan as I am always around wifi. Even if I had signed up for a plan, why would they access my account on 2 different occasions, 4 days apart? After reading the online comments, I question the legitimacy of this business. I have contacted HSN as I feel they are in part responsible for pushing this scam on their customers. I have also disputed the charges with my bank. Freedompop's response was that I did sign up for a free service; however, since I filed a complaint with my bank, I needed to let the bank do its investigation. My response to them was basically, you stole my money and you expected me not to tell my bank. This company is 100% a scam. They should not be allowed to ask for credit card info upfront for a free service since they will steal from their customers. They should not even be allowed to conduct business as they are just thieves.
I have disputed the charges with my bank and I would like a refund. I think it is obvious that this business is engaging in deceptive practices and that they should not be allowed to continue to do so.
We are sorry to hear about the customer's unpleasant experience. Our records indicate the user activated their plan on 11/10/17. The order included a promotion of our 1-month free trial of our 1GB Plan ($12.99 every month after the trial expires) and a 1-month free trial of our Monthly Premier add-on service ($7.99 every month after the trial expires). These trials begin upon activation and 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 the user did not downgrade their plan, they were appropriately charged $20.98 on their next billing cycle.
However, on 1/2/18 we provided a refund of $20.98 back to the customer, and we closed their account upon request. This account is now closed and will not incur further charges.
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is a lie. I purchased a tablet from HSN which included one year of free service. We were required to input a credit card so that if we went over the free 500 MB each month, it would be easy to add minutes. I did not agree to pay for anything. Since lodging this complaint, I was able to cancel the service. It took almost an entire day because this company is unscrupulous and everything they do is designed to cheat customers. If it were not for my persistency in canceling, I would be charged again this month. I will share the company's response with HSN so that if this happens to others, HSN can then also be held accountable because they are now on notice. They are advertising free service for one year while the Revdex.com was told it was just for one month.
There is a free data plan available to customers when they sign up for service. We offer a 500MB data plan. If the customer is stating that they were unknowingly enrolled into the program, please provide the phone number that you called from, and we will pull the call to verify what the agent stated and respond accordingly. However, the customer did receive an email after sign-up with the details of the promotion and details on how to cancel or downgrade.
FreedomPop offers a variety of ways for customers to cancel. Customers can cancel online, via our IVR, or by submitting a ticket. Neither the online option or the IVR require FreedomPop to be involved.
Continually charging my credit card even though my accounts are inactive and all devices SIM card removed and trashed.
FreedomPop continually charging 4-5 times monthly. Multiple credit card frauds placed successfully however they continue to charge and will not stop. Attempts to reach company have been unsuccessful, automated messages asking for money.
Stop charging me.
The $.01 fees are Account Maintenance fee as disclosed in our Terms of Service located here - https://www.freedompop.com/service_plan_terms.htm. The customer has two accounts with two different hotspots. One account has a $19.99 plan, and the other account has a free plan. 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 we do not have a record of the customer cancelling their account, the customer was appropriately charged $.01 approximately eight times between 7/4/17 and 12/22/17. Even though these charges are valid, we refunded these charges back to the customer's account. We have also closed the account. The customer will not incur further charges.