FreedomPop Customer Service Issues

Subject: Issue with Credit Card Payment and Missing Data Hello, I have encountered some problems with my account. Earlier today, I noticed my credit card was denied even though there doesn't seem to be an issue with it. To ensure uninterrupted service, I added a different card which successfully processed a temporary $20 charge followed by an $8.99 service charge within the two-hour window before the next billing cycle. However, after the payment went through, I realized that all my rollover data was gone, leaving me with only [redacted].2 MB. I have been a loyal customer who regularly rolls over data and subscribes to premium services. I kindly request immediate assistance to restore my missing data. Additionally, I've been experiencing difficulties accessing the support site to submit a ticket. I would appreciate it if someone could look into this matter promptly. Thank you for your attention to this issue. Best regards, Dan R

I have unlimited texting, but I keep getting overcharged. I've already emailed about this issue with no response. When my data runs out, I no longer receive texts. This has never happened when I used QLink in the past. I feel frustrated because I was promised unlimited texting and now I don't even have proper customer service. It's disappointing that there's no support even though I pay for it. It seems like you aren't concerned about retaining customers or receiving positive recommendations. I believe I should receive a refund for this inconvenience.

Hello, I am Ingrid Robertson and have been attempting to contact customer service at 1 [redacted] regarding my account. Every time I enter my number, [redacted], it says it does not exist. I am using two numbers on this phone, the other being [redacted] designated for FaceTime only. I am puzzled about having two numbers on my phone. Initially, I paid a one-time fee of $59.00 as requested when I obtained my phone. I believed my service was on a free basic plan, but I recently noticed a charge of $34.99 withdrawn from my account, which I did not select. I would appreciate it if someone could clarify this matter for me. Additionally, within my second week of having the phone, the touch screen stopped working occasionally, requiring me to reboot the phone. I am concerned I may have received a faulty phone. I eagerly await a prompt response regarding these issues. Thank you for your assistance. Sincerely, Ingrid. P.S. Please reach me at my landline number [redacted].

I'm experiencing issues with my FreedomPop service. When I log into my account, it states that I have not signed up for service. On August 20, [redacted], $32.98 was deducted from my account without my knowledge. I was assured I could use my current phone, only to find out I needed a new one. I canceled my service with FreedomPop as I cannot afford it. I have attempted to contact them multiple times but keep getting transferred to non-working numbers and hung up on. I have been trying since Monday to get a refund, but all I encounter is being transferred and eventually disconnected.

Yesterday, I called to inquire about extending my 9-day trial to the full 14 days, but encountered some issues with customer service. Despite being told they would cancel and reactivate it without the charge, they were unable to do so and disconnected the call. Subsequent attempts to reach out this morning were also unsuccessful and I was hung up on multiple times. The last representative advised me to file a complaint online, but I was unable to do so without an existing account.

I placed order #[redacted]07 recently and I am extremely disappointed with the service provided. Despite advertising a 14-day "free trial" for your SIM card, I was billed before even receiving the product. Furthermore, the tech support team provided incorrect information about the cancellation process, which led to confusion. Your FAQ clearly states that orders must be canceled before shipment to avoid charges, yet I was misled. If my order is not canceled promptly and there are any attempts to charge my card, I will escalate this issue by filing complaints with the Better Business Bureau and the Federal Trade Commission for misrepresentation, false advertising, and unethical practices. I expect my order to be canceled without any charges given that less than two hours have passed since placing the order, and it is not scheduled to ship until tomorrow. Please cancel order #[redacted]07 immediately.

Hello, I purchased a FreedomPop phone online, and it arrived late. Once I activated it, it worked well for a few days, but then suddenly turned off and I couldn't turn it back on, even after buying a new battery. I am from Northern California and was affected by a house fire in Redding. The phone shutting off during the evacuation caused a lot of distress. I have been reaching out for support for over a month, submitting multiple tickets, but haven't received any resolution. The customer service has been unhelpful, and even tried to charge me for service despite the issues. I am considering involving the Better Business Bureau and possibly legal action if this isn't resolved promptly. I hope this situation doesn't reflect how your company typically operates. Thank you for your attention, Nicole

I kindly request a refund of $6.99 for a charge I received on your website. I am a new user and have not even received my 3-SIM card yet. I noticed the $6.99 charge at 4:18 PM through my email and promptly deactivated it at 5 PM. While tracking my order, I explored your services and unintentionally clicked on the "Safe Mode" feature, resulting in the charge. I immediately found the option to "Deactivate Service." Upon checking my service status, the service had disappeared, but the bill remained. Since I have not received or activated my SIM card, I have not even tried your basic service, making it too early for me to add on additional features. Your assistance in this matter is greatly appreciated. Best regards, Peter H. [redacted]

I submitted a previous ticket, but when I call, the system says my account is closed. Therefore, I believed the issue was resolved. I was informed that I didn't cancel within the trial period, although I am certain I did. Whenever I called during the trial period, the system stated it was cancelled. I never received or activated any services. My two main concerns are: 1) A refund for the erroneous charges. 2) Closing the account. My credit card statement reflects Freedom Pop attempting to charge me for the past two months, but the payments were unsuccessful as there were insufficient funds. This could be due to suspected identity theft. I don't know how to start the login process as I never received an email with my account details. Although I found instructions online to cancel the account, I am unable to log in to proceed. I would appreciate any assistance. Thank you.

I attempted to cancel my service, but the system indicates I have another device, which is incorrect. Additionally, I paid $30 for top-up credits that were not reflected in my account. Although it shows in my bank statement, the credit never appeared in my account. However, I have already canceled the service, and the credits were not visible. I would also like my email and banking details removed from FreedomPop's records. When and how can I expect a refund for the $30 credit that was not posted before I canceled my service? My user email is [redacted]

Dear Customer Service, I noticed a charge of $[redacted].00 was deducted from my government bank account, causing me significant financial hardship as I live on a limited income of $[redacted].00 per month. This is not the first time such an error has occurred; it happened six months ago as well and the money had to be refunded. As a result, I now have bills overdue and services cut off due to this unexpected deduction. I kindly request for the funds to be returned promptly, along with reimbursement for any late fees or reconnection charges incurred as a result of this error. Sincerely, Kathy Myers Address: [redacted] Buckner Rd Philadelphia, TN [redacted]

I closed my account on October 2, [redacted]. However, I have noticed that I have been billed 0.01 cent every month since then. This may seem insignificant, but if this has happened to [redacted],[redacted] people annually, it amounts to $12,[redacted] a year. I find this practice unacceptable and consider it theft. While the amount is small, I expect a refund of 0.12 cents and confirmation that my account is now closed. I wouldn't be surprised if there are many others in a similar situation. I request a response within a week. Thank you, H.S.

I recently purchased a SIM card on promotion. However, I was surprised to see charges of $32 in early September and another one two weeks later in the same month for the same amount. I decided to cancel my account due to these unexpected charges, especially since I never activated the SIM card and got it for a future phone for my child. On top of that, I discovered a $20 protection fee on my account, which I don't understand or agree with. This made me decide to cancel my account entirely. I am seeking a refund for at least one of the September charges and the protection fee. Although I believe I should be refunded for everything due to misleading advertising, I am not very hopeful. The process to contact customer support for assistance is quite frustrating and impolite.

I am reaching out regarding an issue with the "Freedom Pop" 3 in 1 LTE SIM that my husband ordered for $0.01. After receiving the product in a torn envelope with a partially missing CID number, my husband was surprised to see a charge of $99.98 on his bank account from Freedom Pop. As he is on a fixed income due to social security disability, this unexpected charge has caused financial strain. I am inquiring about the return process and seeking a full refund as per the 30-day return policy mentioned. The postage on the envelope is dated September 12, [redacted], and I have located an email address to request the refund and a return address for the product. I will await your response. Thank you. Sincerely, Susan Morris (wife of Alan Morris).

I received two FreedomPop [redacted]% free high-speed wireless Internet hotspot devices and had a representative help me set them up in June. I wanted to use them as a backup when my Wi-Fi was down. The representative mentioned a one-time $15 downgrade fee for each unit, but I was charged twice. Later, I noticed one Penny charges on each unit due to not using the service monthly. Recently, after briefly using it to avoid the Penny charge, I was hit with a $15 auto cap charge. I feel misled and now consider this a scam. I no longer want this service and request a full refund of all charges since June. I have contacted my credit card company to dispute the charges. Your assistance is needed.

I am unable to afford the visual voicemail feature and the additional $1.99 charge. Currently, I can only manage the basic [redacted] plan due to a recent cancer diagnosis which has strained my finances. I noticed a pending charge of $0.97, which I cannot cover with only $18.79 in my checking account. I have deactivated the two charges of $2.99 and $1.99 on the site. My chemotherapy medication is costly, and I depend on this free service from FreedomPop for communication. I kindly request that the $0.97 charge be waived before the next billing cycle. Your assistance in ensuring these adjustments have been made is greatly appreciated. Again, thank you for providing me with a free plan. Best regards, Julie Hancock.

Subject: Trouble contacting customer service and unauthorized charges I am experiencing difficulties reaching out to your customer service team as the password reset process has failed three times, and I do not have my telephone number available to proceed with a phone call. My initial inquiry (reference number [redacted]48) was regarding how to activate my SIM card. At the time, I found the response inadequate, and I decided not to continue my membership. However, after 48 hours, I received a message from you stating that you considered the issue resolved. To my dismay, I recently discovered unauthorized monthly charges on my account, leading me into an overdraft with ensuing bank fees. I have never used or received the services for which I have been billed. I find this unacceptable and demand an immediate refund of all charges. Failure to do so will result in escalating this matter to the ombudsman for resolution. Sincerely, D. Hancock

I have encountered an issue with my email representative who has stopped responding to my inquiries. Frustrated by the lack of communication, I intend to escalate this matter by contacting the Better Business Bureau and voicing my concerns on social media. Following a free 14-day trial, I was charged for the first service despite encountering billing issues. Upon purchasing the 5GB plan and facing further delays in activation due to billing problems, I reached out for clarification. Lee P. provided an unsatisfactory explanation through email, referring to charges I was unaware of. Despite evidence of payment for the new plan on the 10th, there was insistence on outstanding payments. After numerous email exchanges, communication abruptly ceased. Despite the time zone difference, the lack of response is concerning. In need of a resolution promptly as I've had limited internet access despite being a subscriber for nearly two months.

I signed up for a FreedomPop number [redacted] online on 8/1/18 for $1.99 to test it out. Shortly after, I downgraded to a free plan, Basic LTE [redacted] for $0 on 8/10/[redacted], receiving an immediate email confirmation from FreedomPop. Assuming no further charges with a $0 plan, I was surprised to discover the following unauthorized charges on my credit card: - 8/10/18 - $20.00 - 8/18/18 - $7.99 - 9/18/18 - $7.99 - 10/18/18 - $9.87 Upon investigating online, I found out I was subscribed to a premier service without my consent. I immediately deactivated the service to prevent future charges. Even though I never used or agreed to the premier service, I ask FreedomPop to refund the total of $45.85 to my credit card connected to the number. I also request cancellation of my free subscription and removal of all billing information to avoid any further unexpected charges.

I am requesting a full refund this month from Freedom Pop. They charged my credit card on 9/24/18 for $31.86 and $1.00. I never used their services and had previously "cancelled" my account online last year when I noticed the charges. I tried calling on 9/23/18, but after spending a significant amount of time on the phone, I could not reach a human. Eventually, I found an automated option to cancel my account. However, when I tried to speak to someone about a refund, the system stated my account was already cancelled and couldn't assist me further. I am incredibly frustrated with the poor customer service experience. Please refund $32.86 to my credit card promptly. Thank you.