ComplaintsforFreedomPop

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I disputed a charge from FreedomPop on my credit card and Freedompop contacted me to close the dispute so they will process my refund. I have done so and provided the letter from the bank as Freedompop requested but more than 2 weeks have passed without the said refund. I asked for the status twice and was told that they are waiting for their dispute departments response.I called the credit card company to find that a dispute cannot be filed twice.

• Initial Complaint

  08/14/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Mobile cel service provides inadequate customer support and billing charges after service discontinued

• Initial Complaint

  08/08/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  They automatically moved my free tier account to a paid one - they did send an email, but I didn't read it. I wouldn't think it would be possible to go from free to paid. This is like a scam. They should refund everyone who automatically went to a paid tier. I used the phone with the free service for a very short period of time, and since it was free (after paying for the sim card), I never paid attention to it again.

• Initial Complaint

  07/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We signed up for cell viop plan through freedom pop for my daughter when she moved back home. We received the information in the mail but decided to cancel bc it wasnt what she needed. They have been charging me $6.98 since may 2021 ** I didnt read an email they sent me which most likely went into spam. I have asked to be refunded since the phone was never activated. 26 months and counting.

• Initial Complaint

  07/12/2023

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  Many years ago I signed up for free phone service as a college student. The company offered "free basic wireless phone service" so long as the customer bought a new phone or SIM card from the company, essentially free service with very low monthly usage caps hoping to make money from overage charges for customer usage that exceeded the low usage cap. The phones and service were low quality and unreliable, and I sought cellular service from another provider.Flash forward years later, and the company began charging a monthly amount to the credit card the company had on file from my initial purchase years ago. I never authorized this amount, but they claim they sent an email to the college email address I no longer had access to informing me that they were discontinuing the original free phone plan I had, and I would be upgraded to a premium plan unless I informed them I don't want this premium plan. Interestingly, if you visit their website today you'll see they still advertise free plans, so the reason for pushing my account to a premium plan when a free plan is still advertised is confusing to me. This premium plan they switched me to provided no service; calling the phone number I was issued resulted in being told the number was disconnected.In total they charged $155.84 for unrequested services, of which I'm still left confused as to what service they believe they're provided -- phone service for a phone that when called is listed as not in service? Charges for which were authorized by themselves by right of having access to a credit card number and sending an email stating if they don't hear otherwise they'll ***** themselves access to money, even though they weren't authorized by the customer to make those charges.I'd like a refund of the $155.84 for charges not authorized.

• Initial Complaint

  07/10/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  The company is horrible! I have attempted by email and by phone to cancel my account with them for the past few years I no longer own their device and havent in years. They continue to fraudulently bill me every month for a service they have been told I no longer have or desire. At this point well they have fraudulently charged over $1000 to me. At this point its just stealing!

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  Even after successfully canceling an account, this company continues to make recurring monthly charges and will not reverse them or make good even after admitting their own error. I was charged monthly for 20 months after canceling. A charge of a few dollars on a business credit card went unnoticed, but when I notified them of their error, they offered only one month's credit. This is unacceptable and fraudulent, and they clearly hope that these small charges will go unnoticed and that it will be too late to dispute them with a credit card once the deception is discovered. They KNOW they're wrong (and admit to having received a legitimate cancellation) but refuse to refund the money they have charged fraudulently. This company is SCAMMING its customers, particularly those who attempt to cancel service.

• Initial Complaint

  11/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I have several freedompop prepaid SIM cards and 4 have stopped working. I had an issue before where they had suspended my account for what they called a technical glitch. It took months too resolve, they finally sent me replacement SIM. These are prepaid cards so I lost all those service days. I now have 4 that have stopped working the same day. 1 of them was he replacement they sent before. All devices had been working prior to this. I contacted them via their email and support number. They told me that my devices needed a firmware upgrade but I worked with the manufacturer the devices were all current. I purchased a new SIM from another company to test the devices and they all worked. I contacted freedompop again with this information and they have not tried to troubleshoot and just waste my time with ridiculous responses, such as they saw someone was already working with me and closed my complaint. One ridiculous email claimed I had canceled my account because I used another SIM to test so they couldn't troubleshoot. My accounts all show active. 1 device with the ********************** card is still working and has for over 2 years. But out of my 5, 4 will not work. And they refuse to o anything other than send ridiculous responses. No attempts to troubleshoot at all. These are all prepaid devices and they seem to want to drag i out until the end, that to me is Fraud and deceive trade practices. I warned them I would be filing this and that did not get them to try to resolve. So my devices are all useless at this point and losing days of service that I already paid for. If I change providers then they will say they can't troubleshoot. Their support is useless they take days to respond and then its something silly to try. They do absolutely nothing. This company is a Fraud and should be shut down.

  Business response

  11/22/2022

  We're sorry to learn about the customer's unsatisfactory experience.
  
  We were able to locate accounts associated with the customer's credentials. However, we noticed that ticket #***** was created to properly assist the customer's concerns. Therefore, once again, we strongly recommend and ask the customer to respond to the ticket for further assistance.
  
  We thank the customer for their understanding.

  Customer response

  11/23/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This their typical response, these are prepaid **** so they just delay to try to waste time. They have mailed one of the defective **** to my mailing address plus my email was used to activate all of them and my email is the same on my accounts. They are engaged in false and deceptive trade practices. No one is working with me and they have not resolved anything. another ticket *****, *****, *****, *****, are just a few. They will just close them. these are the ids of the defective ****. 89012803320501520233,89014104272895287246, ********************, ********************.
  they just delay and delay and again these are prepaid ****, so I am losing days of service and they refuse to respond. I checked the devices with another SIM and they are work, so it is definitely these **** are defective or something in their system makes them not work.

  Business response

  12/01/2022

  Upon further review, we can confirm that ticket #***** has been updated, and the customer has been provided with a resolution.
  
  As all items about this case have been addressed, there is no further action needed on our end.

  Customer response

  12/04/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Freedompop has been horrible to deal with. They finally responded to my numerous requests for support saying they would send new ****. As I do not have them there is no guarantee they will work when i get them, plus they did not mention credit on my prepaid account for the lost days of service waiting on them to respond. It actually took filing this complaint for them to respond and their first response was just another delay. Their fraudulent business model appears to be delay and drag the process out until your prepaid days are gone. I do not trust their response. After I get the new **** and they work and they credit my account for the lost service days waiting on them, then I will consider the case closed, or they can just refund the money for my prepaid service days lost plus balance remaining and I will consider it closed. I would prefer the refund so i can change to deal with a reputable company.

  Customer response

  12/14/2022

  It is now December 14, two weeks after they claimed they were providing a solution. No new replacement shave been received. This fraud company's business model is to delay, delay delay these are prepaid cards and so every day is a loss of service. If I choose to get another service then they say these are non refundable so i have to stay and hope someday they will give me credit for their lack of action. Again over 2 weeks after they claim they are sending em replacements and nothing has been received. I will be opening a complaint with the Attorney General for the deceptive trade practices.

  Customer response

  12/16/2022

  They continue to delay. These tickets were submitted in October, and after my last update they sent me an email that they were requesting the replacements. That is weeks after they said they had offered me a solution. They have told me 3 times they are sending replacements, I have zero faith, they just delay to run out my prepaid service days. Now they have sent me another question on a device that has worked a year and a half and then stopped at the same time as the other,. One was a replacement they had previously sent me. They have system problems and obviously no one technical to attempt troubleshooting.

• Initial Complaint

  10/23/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I tried to cancel this service back in 2019 and I thought it was canceled then they automatically enrolled me into some new plan. I have never used this service. I'm being charged for a service I have never used. This my second complaint being filed.

  Business response

  11/09/2022

  Business Response /* (1000, 5, 2022/10/24) */ We are sorry to hear about the customer's unsatisfactory experience. Our records show an active account associated with ************************ The account shows no records of an attempt to cancel nor an attempt to contact a representative. Therefore, charges were incurred and considered valid. The Free Plan offered through our standard ****** *** cards was discontinued and email alerts concerning an action required for changes to the customer's accounts were sent on ****** and ******** Said notifications informed our customers that if not migrating/canceling by ******* the ********** would automatically be enrolled into the Essential Plan and subsequently charged. As the customer has expressed a desire to cancel their account, we've gone ahead and canceled the account on their behalf. No additional charges should be incurred, as the account has been canceled.

• Initial Complaint

  10/13/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for a wi-fi hotspot service with this company about 5 years ago. I used the service only a few times, paid my bill, and unsubscribed. Even after unsubscribing, the company has still been charging me. For years now new charges show up on my credit card, I unsubscribe, and charges still show up. This year they've been charging me ***** per month for service - the most they've ever charged me. I'm trying to unsubscribe yet again and now my account is blocked and they say my email address isn't even on file. The last monthly charges were on 9/20, 8/22, 6/21, 5/20, and 4/20.

  Business response

  10/25/2022

  Business Response /* (1000, 5, 2022/10/14) */ We are sorry to hear about the customer's unsatisfactory experience. Upon review, an account associated with the email address ****************** has been located. The account records indicate no cancelation attempt, causing the account to remain active and subject to any changes. We can confirm the customer was assisted by a representative on 10/13/2022. The account was canceled as per the customer's authorization on the same date. As our representative informed the customer, the Free Plan offered through our standard ****** *** cards was discontinued and email alerts concerning an action required for changes to the customer's accounts were sent on 4/1/21 and 4/26/21. Said notifications informed our customers that if not ******************* by 5/1/21, the account(s) would automatically be enrolled into the Essential Plan and subsequently charged. The charges are considered valid and non-refundable. We can confirm that the account has been canceled, and no further charges should be incurred.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩