I STARTED WITH THIS COMPANY IN 12/2014 BUYING A CELL PHONE AND SERVICE FOR WHICH I PAID FOR 1 YEAR. I LEARNED THAT THEY HAD A FREE PLAN IN 11/2014 CAND CALLED AND CANCELLED THE PAID PLAN. THEY CLAIM I TOOK A PLAN WITH MORE CAPACITY ON A 30 DAY FREE TRIAL AND IF I DID NOT CANCEL THEY WOULD BEGIN BILLING FOR SERVICE AT $25+ A MONTH WITHOUT MY AUTHORIZATION. SINCE I HAVE BEEN STUCK WITH PLANS LIKE THIS IN THE PAST I KNOW I WOULD NOT HAVE AGREED TO SUCH A PLAN. THE REPS WHO ANSWER THE PHONE ARE ALL FOREIGN AND HAVE ASKED EVERY ONE OF THE THEM TO SPEAK SLOWLY AND CLEARLY, BUT MANY TIMES I STILL HAVE PROBLEMS UNDERSTANDING THEM.
ALL THEIR PHONES ARE REFURBISHED AND I HAD TO SEND BACK MANY PHONES BECAUSE THEY WERE DEFECTIVE. THEY GIVE YOU A RETURN AUTHORIZATION # TO RETURN THE PHONE. RECENTLY IN 03/16 I RETURNED AN LG OPTIMUS AND THEY ARE CLAIMING THEY NEVER RECEIVED IT. THEY BILLED ME FOR THE REPLACEMENT PHONE SO I AM OUT $27+ FOR THIS AS WELL.
On May 11 I ordered the cellular service for my dad. The phone did not arrive so I called to check on the status and was told that 2000 of these phones were on backorder and the last shipment was from orders that were made the month before. I asked if there was any way to get another phone and they only had one compatible to what we ordered that was not acceptale to us. I asked to speak with a manager and also for someone that spoke english. I was sent to the main menu, this happened several times until I was connected with a "senior" customer service agent who took my number and stated someone would call me back. I never received the call so I called back the next afternoon and could not get connected I kept getting rerouted for some reaosn and decided to use another number to make the call. I finally got through and had the same experience again. I was disconnected numrous times, as they were transferring me. I finally called the sales department and told them I wanted to cancel they transferred me to customer service and I was told no managers were taking calls. I cancelled the service and was told that it may be cancelled but if it was shipped I needed to send it back. I called my fathers bank and they already took the fee out and will be checking in 2-5 days which that is what i was told if they refunded it -how long it would take. They also stated that they could file some form of complaint if the money was not returned. If anyone has anyother ideas on how to make a complaint about this company please let me know. I wouls like to make sure everyone is aware of the poor customer service and poor response to complaints.
I ordered a phone from freedompop after receiving a "special deal" via email which at the time looked like a great price for the phone in question, Samsung galaxy core prime on March 18. My money was taken, and I received notice that I would have my product within 7-10 business days, three weeks went by and the ordering process link they give you still indicated "preparing to ship" having been feed up with waiting I called to which I was informed the phone had been on back order for over a month!!! (So why would I get an email saying to order a phone that was clearly not in stock? ) I was about to cancel when "Steve" (a super fake American name these outsourced Indian/Asian companies use) informed me the phone would be in in two days and I would receive it in four AND they would also throw in a free month of services so I agreed to that instead of canceling. Six days elapsed from this last call and nothing, not even a confirmation email to show that I had called, so I called back and "Roger" informed me the phone was still on backorder and they had no idea on when it would be available!! Come on man!! Seriously?!!
I cancelled there immediately and had to say cancel about six times a*s "Roger"tried informing me how I was losing out on a great deal but he eventually read back that I called because I wanted to cancel and I would receive my money back in 3-5 business days. It is now April 18, month to the day I originally ordered my phone and still no refund instead I get an email indicating my package has been shipped and on its eat and I should receive it in 3 days to which I called freedompop back three times throughout the day and suspiciously enough my call was dropped after I confirmed name and email. I received phone miraculously in the three days and thought sine I had it I might as well use it. I did not realize until the next day that I attempted to activate it that I was sent a galaxy prevail, a phone that is 3 years older and on a older and slower operating system. I demanded what I ordered and have called back 6 time total now with no resolve of my original phone purchase or refund and they have since attempted to activate this crappy phone that freezes daily and drops calls like it's getting paid to do it. DON'T WASTE YOUR TIME!!!!!!!!!
Ordered service in January, but the log-in program didn't work. Called customer ?tech service to get phone installed on their system--had ordered free service. Instead of following my request for service they added programs not requested. First month they charged $8.00 (which I thought might be just cost to attach to their service. Next month they charged $38.00 and the third month when my credit card company called to ask if I had made these additional purchases. The credit card company thought it might be a scam charge. When I asked Freedompop for a answer there was none given. So I agreed with the credit card company to charge back. Five weeks later I got a e-mail telling me what the charges were and that they thought I would want them. Phone used local--they charged for international service. They charged for replacement coverage--phone was my old phone purchased from third party. None oif these services did I want or need.
DON'T BUY INTO FREEDOMPOP's SERVICE UNLESS YOU WANT TO BE SCAMMED. IT COST MY OVER $80.00, BECAUSE THEY SENT PAPERWORK TO MY CREDIT CARD COMPANY TO SHOW THAT THEY PROVIDED THE SERVICE---EVEN THOUGH I NEVER ORDERED IT.
This company will lie to you, trick you, and withhold important information in order to get you to buy. And then when you start to realize what has happened, they will charge you to cancel the account and return the phone!
I will try to summarize all of the FreedomPop BS:
1. They lie about the price of the phone. They said it would cost 89.99, but they charged me 99.99.
2. They misrepresent the cell phone service they are selling. You are not getting real cell phone service with a real phone number, you are getting a VIRTUAL phone number. So you cannot use the phones dialer, you must use an added on application. And guess what? Using the virtual phone number uses your DATA (at an alarming rate, I might add)! This WAS NOT DISCLOSED up front! Very underhanded. This is not what most people would consider to be a "cell phone".
3. They try to upsell you on their "package of services" by LYING to you.
They told me MULTIPLE TIMES that I could not get voice mail unless I bought their extra package of services, and when I threatened to cancel the transaction because I wanted voicemail but I did not want to pay for the extra services package, all of a sudden they told me the real truth: that in fact the plan did come with free voice mail! I didnt need to actually buy the extra package of services! The plan I wanted came with free voicemail all along! I couldnt believe that one, I should have seen the red flags at this point, but I was stupid and I continued on to purchase the phone and service....
4. They do not clearly explain their return policy. They dont tell you that if you need to return the phone, that you will be paying for return shipping (in addition to the original inflated shipping fee) AND a mysterious "return fee" that they will not tell you how much it is up front. You just have to return the phone and find out later how much they decided to keep. Again, very underhanded. So basically, they are costing you at least 50$ even after you realize they scammed you and you cancel and send everything back and do everything right. You still have to pay, and theres nothing you can do about it. I suspect this is by design. I suspect this is a key part of their business model - they are making ~50$ every time they lie to someone and trick them into trying their phone service. Even after they are found out, it is too late because they still get to keep the shipping and return fees.
5. Their data policy is carefully designed to extract a lot of EXTRA money out of you AUTOMATICALLY each month. By default, they will charge your credit card automatically when you go over your data usage, and the only way you can stop that from happening is BY PAYING A FEE! I kid you not, you have to pay a fee to stop them from automatically charging you a data overage fee. Now you might think "well I will just be careful about how much data I use and it wont be a problem" WRONG. You dont really have much control because the phone by default is sucking down data at an alarming rate, and until and unless you know how to optimize the phone and get rid of the apps that are the culprits, YOU DONT STAND A CHANCE! I will give a few data points to illustrate: I turned my new phone on for about 10 minutes, and I didnt do anything on the phone - no calls, no apps, nothing - and when I checked how much data I had used I was shocked! It was already at ~10 MB. That is an average of 1 MB per minute when not even doing anything, imagine what it will be like when you start using the apps, or even more importantly, making phone calls! Yes, the phone calls use your data because this is not a real cell phone! Surprise! I bet you didnt expect that!
6. They lied about how much the extra data would cost. They kept telling me that extra data is 1.5 cents per MB, which sounds OK. But what they dont tell you is, you have to pre-emptively buy an entire 1 GB in advance to get that 1.5 per MB rate. If you wait until you go over and it automatically tops up, guess what? It costs 2.5 cents per MB and it is charged in 1 GB increments only! So you arent just paying for what you used, you are paying for even more AND at a rate that is almost DOUBLE what they claim! Can you believe this?!
At this point, you should be smart enough to realize that YOU SHOULD NOT EVEN ATTEMPT TO DO BUSINESS WITH FREEDOMPOP. They will screw you in more ways than you can count. I could actually even list a few more things, but honestly, I am tired of typing at this point. If you still choose to try FreedomPop, then you get what you deserve! You have been warned...
Purchased a phone and been trying to activate it with them for the past 5 days, every time you call they have a different and sometimes weird reason why they cannot activate the service. For example: 1. Sprint outage in the whole NYC region (while other sprint and freedompop devices work) 2. Suspended Account (which hasn't even been used) 3. Invalid sim card 4. Defective Device (but won't replace until "outage" is cleared). The quality of tech support is extremely low, the reps seem like they were hired off the street with less than elementary school knowledge. They never follow up as promised. BEWARE, you pay nothing and get nothing.
I became aware of Freedom pop By a Fraud charge being done on my credit card. I contacted the company and they was to refund the amount because i did not have service with them. (they only refunded one month i found out instead of the many months that my card was charged) I then a short time later was looking for a cheep phone dervice and came across them. i contacted them and ordered a special phone deal from them. i was then charged for two phones . i contacted them and they said that the phone charge was done by acident and that they was sorry. then they told me that the phone i arigenaly ordered was on backorder and that they did not know when it would be shipped. i asked what about the other phone. they responded that it was avalible but it would cost more. i agreed to pay the higher price and they said i would have the phone in 7-10 days. here it is 30 days now and not only do i not have a phone it is supose to also be in back order.
i told them i find this odd because on there own web page it shows that my order was up graded the soft ware down loaded and that it was packaged waiting for delivery to me and when it was shiped i would get a tracking number. i was told that because of all the trubel that they would offer me 2 monthsd free trial service and a 10 dollar credit on my acount. i said thats fine but if there is no phone to ship how can you say it has had all the needed upgrades and packaged waiting to be shiped. they said it was on back order, and then i asked ok,how can you say on your customers web site that is supose to let me know what stage my order is in that its been up graded and down loaded and packaged waiting to be shiped when you say it is in back order. they in tern say that there is no phone that was packaged and that i was miss informed.
i said how is this it is your own web site that tells me this as well as emails from your company that has given me this info. they reply that the phone could be in shipping and to me the end of next week after next. i said so youe saying at least another month. they say yes i said refund my monie they say they can not that it is not able to change to a diferent phone or refund because the order is in the shipping department and so at this time it can not be changed or cancelled. i said then how will you say i will get 2 month free service and such but as well it is in shipping to be shipped but you also say its on back order and there is no package waiting to be shiped. !) bate switch2) unlawfull use of a credit card number 3) unfair and eleagal trading on the internet and using the phone to facilitate a criminal ast. thease are just a few i am thinking of right now. so beware i fell like this is going to be a long rodeo for me . so do not use FREEDOM POP !!!!!!!
The freedom pop mobile service is a fat scam that you sign up for as a free phone company,but when you sign up after a couple of days of service, they take out 15$ everyday. Unbelievable!
Freedom Pop offers free internet service via one of their devices, but limits it to so little you are encouraged to add more data or minutes to your plan. The problem is that service is spotty, regardless of their coverage map and once you have gone online to sign up, you can only call to cancel. I went online and signed up and later added more data to the plan. Once I found out that the data coverage map was wrong, I went back online and removed the extra data. You would think that would put be back to the free data included with the device. Nope, did not happen. They continued to charge me for the data, even though my account went dormant from lack of use and even though I went in and canceled the data. Finally able to talk to someone, after finding out that they are either not available or closed and was told that even though I signed up online, I could only cancel by contacting them. Too bad them are not available most of the time.
This was my final communication to FreedomPop. They have virtually no customer service in that if you need help they refer you to departments which cannot help you and then those departments refer you to other departments which cannot help. I called over a dozen times to try and get problem resolved, to get a refund on my trial subscription. No one would or could help. I sent letters and emails. No replies. I finally went to AMEX to get the charges reversed but all AMEX could reverse was the continuing monthly charge. Now that I have filed a complaint and request to AMEX for a refund, FreedomPop finally responds and tells me they are sorry they didn't respond and now that I have filed for a reversal of charges with AMEX, FreedomPop will not consider refunding my initial trial period cost. These people are horrible. Do not do business with them. My final message to FreedomPop...................
I would like to have someone call me but I don't expect to hear from you. When I enrolled in the HotSpot service I did so as a trial. When I found out that our company could take care of my needs, and I didn't need an account, I tried to cancel. I sent three emails and called more than a dozen time. Zero cooperation or interest on your part. I requested in writing that the service be cancelled but my account continued to be charged. No one cares. I finally went to AMEX after months of no satisfaction and now have disputed the charges. They are going to be reversed. But the initial charges to set up the Hotspot and the trial subscription and the first month or so were more than 60 days ago so I am stuck with those charges. If I do not hear from someone in the next week, I am going to the FCC, make a very loud complaint and request that your firm be investigated for fraud and misleading advertising. (I am taking action on this next week).
Was charged ridiculous fees and horrible phone service. Their Tech support is automated and never helps. Customer support is from India. After only one day after they charged me ask these fees, they only offered me half my money back. And there is no cancellation fees. They took out $107 for that one day, they have themselves a good little scam alright.
Broadband device was cancelled before shipment I have repeatedly contacted Freedom via phone, email, banking fraud report, I have been told 3 to five business day since first filing Nov cancellation Nov 23 2015. To date I have contacted supposed specialist again via email and phone still my refund has not been processed after multiple calls.
Wish I would have came here first. After entering my zip code they should have let me know there was no service here. Sold me a phone and then told me I need to upgrade to get reception. If there is no signal it doesn't matter how powerful the telephone is. When talking to them for refund they tried to give me more free text minutes....Cant use the minutes with no reception. Got a $99 refund for a phone I paid $189 for.....Also they claim to be in Los Angeles but every one I talked to there was a foregner that could barely speak english. I just wonder why these peeps aren't in jail after reading all of these complaints. Someone down in L.A. needs to contact the DA down there and take a look into there criminal acts..
As one of many who were fortunate enough to have enjoyed the highly affordable and coveted Clear wireless internet service by 2008, I am also one of all Clear wireless customers left looking for comparable quality service, after Sprint aquired Clearwireless, and cancelled service in November of 2015. Of course, I'd expected to pay more than Clear's $55.00 a month -for life- for a desktop/hotspot unlimited data plan bundle. An exhausting two week search for a reasonably priced hotspot led to many devices that cost considerably more than $55.00 a month, and do not include a desktop device. Finally, Freedom Pop looked promissing.
On November 3rd, 2015, I'd wound up ordering a MIFI device from Freedom Pop. Including $20.00 for the first month and the cost for the device, I'd paid $206.98. Coming from an unlimited plan, I had no idea about counting data. Upon contacting Freedom Pop, customer service was vague, in explaining consumer data monitoring, yet very good in suggesting upgrades. I gave in to a $34(?) upgrade. It turns out, that plan left me about four days short of data for my plan period. I had to call -a few times- for the device to be reset. After the resets, the consumer data counter was no longer reliable, as in did not show data usage ever again. Between getting disconnected, and not getting through at all, getting in contact with Freedom Pop began to become more difficult.
To the more important point, I'd called -on December 2nd, to cancel my service; so that I may return the device and apply my device refund to another company's device I'd stumbled upon. The customer service representative apologized -for the unreadable data counter, and asked me to give Freedom Pop another try for 30 days, so that I may properly measure my data usage, without interruption. I'd said, "I thought it was 30 days". She'd replied, "No, you have 60 days". Because I work overnight and am usually asleep during Freedom Pop business hours, this seemed as though I ought to give it a try. This new date gave me a product return deadline of January 5th, 2016. After a few days, data usage was still not able to be monitored. I'd figured I'd call before December 2015 ends, to get instructions to send the device back. This time would also exhaust the thirty something dollars I'd paid, for December.
On December 30th, I'd called Freedom Pop, and explained that I want to cancel. I was -once again- offered options, and politely declined them. I'd insisted that I want to cancel. The customer service rep complied with my request. Upon asking about my refund, I was told I get a 30 day refund, and that there was no record of an offer for 60 days. With that, I am still going to order the device I'd found, from the other company. Freedom pop will also be reported to the Better Business Bureau.
As mentioned, order was to arrive within 10 days. after persistant inquiry, I received order 1.5 months later only to see falsified documentation that it was ordered one month later than it was with an explanation that they have to wait for someone to send them a phone before they can ship one. The phone arrived without any Freedompop software that was supposed to be set up prior to shipping. Then the free phone ended up costing me $40 a month for data service which never worked. I could only use the phone on my wifi from home and didn't have any service outside my wifi service through verizon. If my wifi was malfunctioning, I didn't received any service.
Signed on in 2011 and used Photon device which was fine except the some limited coverage areas. Their usage and charages seemed to be fair as expected. Last November the company decommissioned the Photon now I am forced to use Netgear Mingle device and here are problems:
i noticed at times 1mb to 3mb usage were charged every few minutes when I knew that I was at home using internet instead of Freedompop wifi. I called the company and was told that in order to avoide the charges, I have to turn off the device even I was not using the device for wifi. That was new and a shock, have we ever need to turn off the smartphone when not in use? i did not believe them so this morning I turned the device on whil in a doctor's office and left it on without accessing the internet until I return home after one and one half hour later, I checked the usage and was shocked to see that I used the device 10 times, about 130 mb was used, for nothing, never happened when I was using Photon device. My plan is so called 500mb per month, so for 90minutes simply letting the device on I burned more than 25% off my monthly "free" allotment. Really? This is a ripoff.
On November 10th, I made the mistake of ordering a mobile hotspot from FreedomPop. On November 11th, I realized my mistake and asked them to cancel my order and they said they did. Later I find out they instead of canceling my order, they for some reason canceled my account and left the order to continue through. I asked them a 2nd time to cancel the order if it hasnt shipped yet. They said that it hadnt shipped yet and that the order was canceled.
A week later I get an email saying the order shipped and that in order to return it I just had to take the package back to USPS and say I reject the package. I returned the package the day after it arrived 2-3 weeks ago.
Now on Decemeber 10th they first told me they couldnt process a refund without an RMA number since I rejected the package instead of asking for an RMA number, contradicting with their own previous instructions.
They they said they received the item on December 4th and that they could process the refund once they get the approval from a manager.
Then after an hour of being on hold they tell me that actually the order is still at USPS and I have to wait a week or two for it to arrive before they can process the refund.
That says it all, here is exactly the BBB filing I have made.
Filed against :
FreedomPop
11301 W Olympic Blvd #112 Los Angeles CA 900641652
Complaint Description:
Refusing to honor refund of security deposit Activated service 10/2012 with an agreement to furnish free wimax modem for a refundable security deposit of $99 Contacted company to discontinue service 12/2015 and return device for refund of deposit but company refusing to process return. Employee acknowledged the agreement and apologized but would not accept my request to return the device. She also says this policy is affecting many of their customers but the system will not process refunds anymore. I could not get transferred out of a Philippine callcenter to an employee who was empowered to honor the agreement we had. After refusing to disconnect without resolution employee pretended she could no longer hear me and hung up on me.
Your Desired Resolution:
$99 security deposit returned for device in working order.
This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.
I ordered a hot spot device from Freedompop in September of 2015. After waiting for 3 weeks I called Feedompop and asked about my order. The customer service agent told me the device was on back order and it should be shipped to me in 2-3 weeks. Well here it is in December now and I still do not have my device that I have already paid for! I called Freedompop today and the agent stated to me that the device was still on back order. I stated to the agent can I get a different hot spot device. The agent stated to me that they have no hot spot devices avaliable and that they were all on back order! What the ****!! How is it that a company is still taking orders on devices that they do not have! Bad customer service and bad business all the way around! Freedompop is turning out to be a scam and a ripoff hands down!!
FreedomPop On 10/09/2015 I purchased a Netgear Mingle Mobile Internet hotspot device. Will I found out that the company is a ripoff so I called and canceled. The canceled the account and provided to me in a e-mail the address that I had to use in order to return the device before they would issue my refund which is $69.99. They also provide you with a RMA # 59275 that had to put on shipping label. It has been just about 3wks. and still know refund. I have called this company every wk.
About my refund and she stated because I am unable to provide a tracking # when I sent the device back that I would have to wait until it shows up in their system, well unfortunately as I told them part of the tracking #'s on the receipt had gotten wet and was unable to give them all the #'s, so I in turn stated to them I know the device arrived there because I tracked it 2 days after the USPS sent it and it arrived on Thursday of 2wks. Ago but she keeps saying to me that it has not shown up in there system. I then went on to ask her then Why? provide a RMA # but your company has know way of locating the device I been sent back and she stated No.
I called again this pass Sat. 11/28/2015 and explained again what the problem was. The customer service rep. stated that he would send a e-mail to the warehouse to locate the device by the RMA #. I called back today 11/30/2015 and still not in the system after all this time. So today 11/30/2015 I called the place where they stated to return the device and lord and behold they only deal w/ cellphones purchased by Straight Talk so I stated to him why? would Freedompop have customers sending back devices to a company that only deals with cellphones and have know record of my purchase nor could he find my account under the e-mail I provided or the MasterCard I used or the Order # of the purchase. So now Alli want is my refund back because they will not get to have their merchantdise back and also keep my money. The return address they provide to send the device back is
Wanted to basically try "Sprint network". Freedompop is on the Sprint Network. I read all the other complaints, before I signed up. So I was careful to opt out "NO" for automatic billing. It looks like they will bill your card, even if you check "No". They also billed me for 2 months of service (mo to Mo) on a little wifi only device. So.... I have 40.00 jist sitting in "credits" plenty for the 34.95, that is due. I stopped my vredit card to force them to use my credit on acxount. now 24 hours later, I have no service, spoke to 3 Indians (definitely a langiage barrier) for a Texas girl! Nothing done! Definitely gonna give them a 10 Day Notice... then DTPA. im not an Attorney, but FreedomPop has a long paper trial. im an Uber Driber (seperate complaint)...Its Saturday night and this just cost me atleast 200.00. The crappy little phone and the cellular connection is hreat for Houston market... very pricey when you loose a day or 2 of workk.
E mailed ( solicited ) by Freedom Pop ( or authorized 3 rd party marketer of which Freedom Pop must maintain total responsibility for ( FTC 1996 Telemkt. Fraud and Abuse Act ) . Accepted / processed CC for pymt. of phone . Shipped me phone . Can not find me or the piece of equipment in their system . Wanted CC #, said they wouldn't charge it .. just wanted to make sure I had one ( for what ?! ) . Then pushed extended warranty coverage for $4.99 . I asked if monthly or annual . Ignored and attempted to change venue of conversation. I redirected the conversation, repeated the question and he ( Rics ) ultimately said monthly . This is called " non disclosure " or possibly "craming "( per the FCC ) , charging for some thing unauthorized by consumer . Dialed their provided 877 toll free # to request RMA # and address for returning for refund. Voice prompts offer nothing similar to what you are needing or seeking . Took a shot a billing questions ( #3 ), edge appeared to be ok then in the end could not assist. Offered to connect me with the activation dept. and stated for me " to give it a try " . RIGHT ! . This is my first stop. FTC , FCC , my state Public Utilities Commission , and US Atty. General office's will follow .They picked the wrong consumer....
When I signed up they advertised my security deposit of $89 would be free with no time limit if I wanted to return the Wi-Fi device. When I now asked for the refund, they advised they changed their policy and no longer provide the refunds. That is theft!
Also, I downloaded a 3 minute update to my I Phone which unbeknownst to me used 4 gb data! I was on the free 500mb data plan. They charged me $80 for the 3 minute update. They should have stopped it. Obviously, if I knew that amount of data would be used I would have gone home and updated it on my wi-fi network for free!
Their customer service is horrible and condescending. They barely understand English and are unable to even comprehend simple email request to them. BEWARE. This is a Fraudulent Company!
I ordered a phone and service from this company. Turns out they are fraudulant, they charged my card (I got my money back from my bank alredy). They don't acually have cell service, you can only hook your cell phone to internet service and use there service throught the internet. It's just a big scam beware!
Purchased a Samsung FreedomPop phone for our son who is going into high school. We purchased the phone in June, it died after 2 weeks use with error 'no operating system detected'. Phone was bricked. Made over 12 calls to their horrendous and I mean HORRENDOUS customer support. Of course it's outsourced to India like most tech companies, but we had to repeat our entire life story during every single call. We eventually began asking for a supervisor on subsequent calls but apparently they are not on the phone, because after always putting us on hold for an additional 15-20 minutes they would just say that they spoke to their supervisor and new phone was coming. They could never give us a timeframe or instructions. Always ended the call with "you'll be receiving an email from us in about an hour with instructions on how to replace your phone". They never sent an email, we confirmed the spelling they had for our email address every time. Nothing was trapped in my spam filter (I work in IT and am very knowledgable about the pitfalls of email). After 8 weeks we finally received an email explaining how to return the phone for a replacement. We used shipment tracking and saw that they received it 4 days after sending us the email but nothing! We've even called them multiple times asking about when the replacement phone will arrive and they always say 'about 2 weeks'. Never, nothing. What bull ****, this company SUCKS!!! Never buy anything from these guys, Scam artists extroidinaire. Never had such a bad customer service experience in all my life.
Freedom POP does NOT permit complaints If they charge you illegally for their service and you complain and they do NOT refund your money they CANCEL your service if you go to the credit card company and complain about this fraud.
DO NOT USE THIS SERVICE!
I complained was put on hold 3 times bounced around. Then after 13 days they claim they gave a refund but since I had already had to complain to cc company they had CANCELLED and would NOT reinstate service EVEN THOUGH they had made the original mistake.
We ordered a I Phone 5 from Freedompop for my teenager. It never worked for making or receiving phone calls. It did work for texting. It too Freedompop 1.5 months to agree for us to send it back as they could not resolve the issues.
We sent the phone back with the routing number and go notification from the post office that it was received.
Problem. Freedompop cannot find it in their receiving.
So, we are supposed to wait. It has already been 2 months of no phone. They should send us a working phone .
Freedompop has sucked probably 12 hours of our time with waiting on hold. This is not an exaggeration. The hold times must indicate that they have a lot of problems.
Their receiving must be horrible as well.
Additionally, we were getting our plans changed by the company and charged for plans we did not sign up for. They have been good about crediting our account on these things but the fact that I need to check my bill each month because I don't trust it and have found 3 charges in 2 months that were not correct is not a good sign.
I was a somewhat happy user of Freedom Pop at first… had the usual issues from day one, had a “delay” and waited another “couple of weeks” for my device in 2014. Spotty connectivity but not too bad for the first six months… then slow, to the point that Online Speed Tests would not be able to test due to the slowness… then try to access Yahoo, then Google, etc. but they just would time out… bad, bad connection. So, even though it sometimes took 7-10 minutes to open an email, I chugged on.
Finally I could not connect more than 90% of the time so we (my staff and I) called “Mark” 7/23/15 and went through all the testing. Afterwards he said he would have a supervisor call at 7:30am the next morning to resolve. My staff brought her iPhone, tested it and we waited until 8am on 7/24/15 and no call. Her access to the WiFi resulted in time outs of gMail, etc. and a disconnect in the middle of the connection and writing a Test email. We called Freedom Pop and got Reign (thought Greg) who wanted to do all the same testing as Mark. We told him we did the testing with Mark and had been waiting ½ hour for the call of the Supervisor. Because Reign / Greg? was not able to communicate well, we asked where he was and he said Los Angeles, but I don’t believe that… We asked to speak to a Supervisor more than 20 times and he refused. He made us re-test everything… even saying we needed to move the Hub closer to the window (almost in the window sill) and after 44 minutes, he finally said our problem was that the towers in California had been de-commissioned. Again he refused to let me speak to a supervisor or be transferred to the US (I did not believe that Freedom Pop had decommissioned its towers).
I then upgraded my service on 7/29/15 to ‘Fastest 5GB 8X’ and have given it another more than ten days… I have pages and pages of timeouts and inability to connect errors (while Freedom Pop says it is connected).
So, if you want to be frustrated and pay your employees hours and hours to test and re-test until all are blue in the face, and you like to have to reboot, restart computer, reset the Hub, bring an iPhone to test it over and over again and be able to read one email for 7-10 minutes of logging in, waiting, refreshing, resetting, restarting, etc and then get some “help” from someone that tells you a Supervisor will call at a specific time and then speak to another that you don’t believe is in the US but will lie to you and keep you on the phone for 44 minutes and then tell you that the Freedom Pop towers have been decommissioned just to get you off the phone, and refuse to let you speak to the US or to a Supervisor, then by all means give money to Freedom Pop…
I am trying to get service for my new 4G smart phone through FreedomPop. I spoke to their representative July 31, and was told I would be charged a fraction of a cent for my first month's service. This is appropriate because of the possibility of poor reception in my area, and because I will want to select my services that may be placed on the 4G phone. I was told I can transfer my existing number from my old phone and old service, ATT.
I contacted ATT to get the old # transferred, and called FreedomPop back to give them the account info. I was told it could be 2-4 days to complete the transfer. By Aug 3 my old phone quit working, indicating the number had been transferred, but the new phone would not give a connection. I found an email the same day from FreedomPop with an account log in, saying I would have service once I logged in and out again. I did this, but still no service.
My account status shows I am being charged $39.99/month, not the fraction of a cent promised.
I contacted both FreedomPop and TigerDirect by email Aug. 6 describing my problem, but no reply as of today, Aug. 9.
FreedomPop Reviews
I STARTED WITH THIS COMPANY IN 12/2014 BUYING A CELL PHONE AND SERVICE FOR WHICH I PAID FOR 1 YEAR. I LEARNED THAT THEY HAD A FREE PLAN IN 11/2014 CAND CALLED AND CANCELLED THE PAID PLAN. THEY CLAIM I TOOK A PLAN WITH MORE CAPACITY ON A 30 DAY FREE TRIAL AND IF I DID NOT CANCEL THEY WOULD BEGIN BILLING FOR SERVICE AT $25+ A MONTH WITHOUT MY AUTHORIZATION. SINCE I HAVE BEEN STUCK WITH PLANS LIKE THIS IN THE PAST I KNOW I WOULD NOT HAVE AGREED TO SUCH A PLAN. THE REPS WHO ANSWER THE PHONE ARE ALL FOREIGN AND HAVE ASKED EVERY ONE OF THE THEM TO SPEAK SLOWLY AND CLEARLY, BUT MANY TIMES I STILL HAVE PROBLEMS UNDERSTANDING THEM.
ALL THEIR PHONES ARE REFURBISHED AND I HAD TO SEND BACK MANY PHONES BECAUSE THEY WERE DEFECTIVE. THEY GIVE YOU A RETURN AUTHORIZATION # TO RETURN THE PHONE. RECENTLY IN 03/16 I RETURNED AN LG OPTIMUS AND THEY ARE CLAIMING THEY NEVER RECEIVED IT. THEY BILLED ME FOR THE REPLACEMENT PHONE SO I AM OUT $27+ FOR THIS AS WELL.
On May 11 I ordered the cellular service for my dad. The phone did not arrive so I called to check on the status and was told that 2000 of these phones were on backorder and the last shipment was from orders that were made the month before. I asked if there was any way to get another phone and they only had one compatible to what we ordered that was not acceptale to us. I asked to speak with a manager and also for someone that spoke english. I was sent to the main menu, this happened several times until I was connected with a "senior" customer service agent who took my number and stated someone would call me back. I never received the call so I called back the next afternoon and could not get connected I kept getting rerouted for some reaosn and decided to use another number to make the call. I finally got through and had the same experience again. I was disconnected numrous times, as they were transferring me. I finally called the sales department and told them I wanted to cancel they transferred me to customer service and I was told no managers were taking calls. I cancelled the service and was told that it may be cancelled but if it was shipped I needed to send it back. I called my fathers bank and they already took the fee out and will be checking in 2-5 days which that is what i was told if they refunded it -how long it would take. They also stated that they could file some form of complaint if the money was not returned. If anyone has anyother ideas on how to make a complaint about this company please let me know. I wouls like to make sure everyone is aware of the poor customer service and poor response to complaints.
I ordered a phone from freedompop after receiving a "special deal" via email which at the time looked like a great price for the phone in question, Samsung galaxy core prime on March 18. My money was taken, and I received notice that I would have my product within 7-10 business days, three weeks went by and the ordering process link they give you still indicated "preparing to ship" having been feed up with waiting I called to which I was informed the phone had been on back order for over a month!!! (So why would I get an email saying to order a phone that was clearly not in stock? ) I was about to cancel when "Steve" (a super fake American name these outsourced Indian/Asian companies use) informed me the phone would be in in two days and I would receive it in four AND they would also throw in a free month of services so I agreed to that instead of canceling. Six days elapsed from this last call and nothing, not even a confirmation email to show that I had called, so I called back and "Roger" informed me the phone was still on backorder and they had no idea on when it would be available!! Come on man!! Seriously?!!
I cancelled there immediately and had to say cancel about six times a*s "Roger"tried informing me how I was losing out on a great deal but he eventually read back that I called because I wanted to cancel and I would receive my money back in 3-5 business days. It is now April 18, month to the day I originally ordered my phone and still no refund instead I get an email indicating my package has been shipped and on its eat and I should receive it in 3 days to which I called freedompop back three times throughout the day and suspiciously enough my call was dropped after I confirmed name and email. I received phone miraculously in the three days and thought sine I had it I might as well use it. I did not realize until the next day that I attempted to activate it that I was sent a galaxy prevail, a phone that is 3 years older and on a older and slower operating system. I demanded what I ordered and have called back 6 time total now with no resolve of my original phone purchase or refund and they have since attempted to activate this crappy phone that freezes daily and drops calls like it's getting paid to do it. DON'T WASTE YOUR TIME!!!!!!!!!
Ordered service in January, but the log-in program didn't work. Called customer ?tech service to get phone installed on their system--had ordered free service. Instead of following my request for service they added programs not requested. First month they charged $8.00 (which I thought might be just cost to attach to their service. Next month they charged $38.00 and the third month when my credit card company called to ask if I had made these additional purchases. The credit card company thought it might be a scam charge. When I asked Freedompop for a answer there was none given. So I agreed with the credit card company to charge back. Five weeks later I got a e-mail telling me what the charges were and that they thought I would want them. Phone used local--they charged for international service. They charged for replacement coverage--phone was my old phone purchased from third party. None oif these services did I want or need.
DON'T BUY INTO FREEDOMPOP's SERVICE UNLESS YOU WANT TO BE SCAMMED. IT COST MY OVER $80.00, BECAUSE THEY SENT PAPERWORK TO MY CREDIT CARD COMPANY TO SHOW THAT THEY PROVIDED THE SERVICE---EVEN THOUGH I NEVER ORDERED IT.
This company will lie to you, trick you, and withhold important information in order to get you to buy. And then when you start to realize what has happened, they will charge you to cancel the account and return the phone!
I will try to summarize all of the FreedomPop BS:
1. They lie about the price of the phone. They said it would cost 89.99, but they charged me 99.99.
2. They misrepresent the cell phone service they are selling. You are not getting real cell phone service with a real phone number, you are getting a VIRTUAL phone number. So you cannot use the phones dialer, you must use an added on application. And guess what? Using the virtual phone number uses your DATA (at an alarming rate, I might add)! This WAS NOT DISCLOSED up front! Very underhanded. This is not what most people would consider to be a "cell phone".
3. They try to upsell you on their "package of services" by LYING to you.
They told me MULTIPLE TIMES that I could not get voice mail unless I bought their extra package of services, and when I threatened to cancel the transaction because I wanted voicemail but I did not want to pay for the extra services package, all of a sudden they told me the real truth: that in fact the plan did come with free voice mail! I didnt need to actually buy the extra package of services! The plan I wanted came with free voicemail all along! I couldnt believe that one, I should have seen the red flags at this point, but I was stupid and I continued on to purchase the phone and service....
4. They do not clearly explain their return policy. They dont tell you that if you need to return the phone, that you will be paying for return shipping (in addition to the original inflated shipping fee) AND a mysterious "return fee" that they will not tell you how much it is up front. You just have to return the phone and find out later how much they decided to keep. Again, very underhanded. So basically, they are costing you at least 50$ even after you realize they scammed you and you cancel and send everything back and do everything right. You still have to pay, and theres nothing you can do about it. I suspect this is by design. I suspect this is a key part of their business model - they are making ~50$ every time they lie to someone and trick them into trying their phone service. Even after they are found out, it is too late because they still get to keep the shipping and return fees.
5. Their data policy is carefully designed to extract a lot of EXTRA money out of you AUTOMATICALLY each month. By default, they will charge your credit card automatically when you go over your data usage, and the only way you can stop that from happening is BY PAYING A FEE! I kid you not, you have to pay a fee to stop them from automatically charging you a data overage fee. Now you might think "well I will just be careful about how much data I use and it wont be a problem" WRONG. You dont really have much control because the phone by default is sucking down data at an alarming rate, and until and unless you know how to optimize the phone and get rid of the apps that are the culprits, YOU DONT STAND A CHANCE! I will give a few data points to illustrate: I turned my new phone on for about 10 minutes, and I didnt do anything on the phone - no calls, no apps, nothing - and when I checked how much data I had used I was shocked! It was already at ~10 MB. That is an average of 1 MB per minute when not even doing anything, imagine what it will be like when you start using the apps, or even more importantly, making phone calls! Yes, the phone calls use your data because this is not a real cell phone! Surprise! I bet you didnt expect that!
6. They lied about how much the extra data would cost. They kept telling me that extra data is 1.5 cents per MB, which sounds OK. But what they dont tell you is, you have to pre-emptively buy an entire 1 GB in advance to get that 1.5 per MB rate. If you wait until you go over and it automatically tops up, guess what? It costs 2.5 cents per MB and it is charged in 1 GB increments only! So you arent just paying for what you used, you are paying for even more AND at a rate that is almost DOUBLE what they claim! Can you believe this?!
At this point, you should be smart enough to realize that YOU SHOULD NOT EVEN ATTEMPT TO DO BUSINESS WITH FREEDOMPOP. They will screw you in more ways than you can count. I could actually even list a few more things, but honestly, I am tired of typing at this point. If you still choose to try FreedomPop, then you get what you deserve! You have been warned...
Purchased a phone and been trying to activate it with them for the past 5 days, every time you call they have a different and sometimes weird reason why they cannot activate the service. For example: 1. Sprint outage in the whole NYC region (while other sprint and freedompop devices work) 2. Suspended Account (which hasn't even been used) 3. Invalid sim card 4. Defective Device (but won't replace until "outage" is cleared). The quality of tech support is extremely low, the reps seem like they were hired off the street with less than elementary school knowledge. They never follow up as promised. BEWARE, you pay nothing and get nothing.
I became aware of Freedom pop By a Fraud charge being done on my credit card. I contacted the company and they was to refund the amount because i did not have service with them. (they only refunded one month i found out instead of the many months that my card was charged) I then a short time later was looking for a cheep phone dervice and came across them. i contacted them and ordered a special phone deal from them. i was then charged for two phones . i contacted them and they said that the phone charge was done by acident and that they was sorry. then they told me that the phone i arigenaly ordered was on backorder and that they did not know when it would be shipped. i asked what about the other phone. they responded that it was avalible but it would cost more. i agreed to pay the higher price and they said i would have the phone in 7-10 days. here it is 30 days now and not only do i not have a phone it is supose to also be in back order.
i told them i find this odd because on there own web page it shows that my order was up graded the soft ware down loaded and that it was packaged waiting for delivery to me and when it was shiped i would get a tracking number. i was told that because of all the trubel that they would offer me 2 monthsd free trial service and a 10 dollar credit on my acount. i said thats fine but if there is no phone to ship how can you say it has had all the needed upgrades and packaged waiting to be shiped. they said it was on back order, and then i asked ok,how can you say on your customers web site that is supose to let me know what stage my order is in that its been up graded and down loaded and packaged waiting to be shiped when you say it is in back order. they in tern say that there is no phone that was packaged and that i was miss informed.
i said how is this it is your own web site that tells me this as well as emails from your company that has given me this info. they reply that the phone could be in shipping and to me the end of next week after next. i said so youe saying at least another month. they say yes i said refund my monie they say they can not that it is not able to change to a diferent phone or refund because the order is in the shipping department and so at this time it can not be changed or cancelled. i said then how will you say i will get 2 month free service and such but as well it is in shipping to be shipped but you also say its on back order and there is no package waiting to be shiped. !) bate switch2) unlawfull use of a credit card number 3) unfair and eleagal trading on the internet and using the phone to facilitate a criminal ast. thease are just a few i am thinking of right now. so beware i fell like this is going to be a long rodeo for me . so do not use FREEDOM POP !!!!!!!
The freedom pop mobile service is a fat scam that you sign up for as a free phone company,but when you sign up after a couple of days of service, they take out 15$ everyday. Unbelievable!
Freedom Pop offers free internet service via one of their devices, but limits it to so little you are encouraged to add more data or minutes to your plan. The problem is that service is spotty, regardless of their coverage map and once you have gone online to sign up, you can only call to cancel. I went online and signed up and later added more data to the plan. Once I found out that the data coverage map was wrong, I went back online and removed the extra data. You would think that would put be back to the free data included with the device. Nope, did not happen. They continued to charge me for the data, even though my account went dormant from lack of use and even though I went in and canceled the data. Finally able to talk to someone, after finding out that they are either not available or closed and was told that even though I signed up online, I could only cancel by contacting them. Too bad them are not available most of the time.
This was my final communication to FreedomPop. They have virtually no customer service in that if you need help they refer you to departments which cannot help you and then those departments refer you to other departments which cannot help. I called over a dozen times to try and get problem resolved, to get a refund on my trial subscription. No one would or could help. I sent letters and emails. No replies. I finally went to AMEX to get the charges reversed but all AMEX could reverse was the continuing monthly charge. Now that I have filed a complaint and request to AMEX for a refund, FreedomPop finally responds and tells me they are sorry they didn't respond and now that I have filed for a reversal of charges with AMEX, FreedomPop will not consider refunding my initial trial period cost. These people are horrible. Do not do business with them. My final message to FreedomPop...................
I would like to have someone call me but I don't expect to hear from you. When I enrolled in the HotSpot service I did so as a trial. When I found out that our company could take care of my needs, and I didn't need an account, I tried to cancel. I sent three emails and called more than a dozen time. Zero cooperation or interest on your part. I requested in writing that the service be cancelled but my account continued to be charged. No one cares. I finally went to AMEX after months of no satisfaction and now have disputed the charges. They are going to be reversed. But the initial charges to set up the Hotspot and the trial subscription and the first month or so were more than 60 days ago so I am stuck with those charges. If I do not hear from someone in the next week, I am going to the FCC, make a very loud complaint and request that your firm be investigated for fraud and misleading advertising. (I am taking action on this next week).
Was charged ridiculous fees and horrible phone service. Their Tech support is automated and never helps. Customer support is from India. After only one day after they charged me ask these fees, they only offered me half my money back. And there is no cancellation fees. They took out $107 for that one day, they have themselves a good little scam alright.
Broadband device was cancelled before shipment I have repeatedly contacted Freedom via phone, email, banking fraud report, I have been told 3 to five business day since first filing Nov cancellation Nov 23 2015. To date I have contacted supposed specialist again via email and phone still my refund has not been processed after multiple calls.
Wish I would have came here first. After entering my zip code they should have let me know there was no service here. Sold me a phone and then told me I need to upgrade to get reception. If there is no signal it doesn't matter how powerful the telephone is. When talking to them for refund they tried to give me more free text minutes....Cant use the minutes with no reception. Got a $99 refund for a phone I paid $189 for.....Also they claim to be in Los Angeles but every one I talked to there was a foregner that could barely speak english. I just wonder why these peeps aren't in jail after reading all of these complaints. Someone down in L.A. needs to contact the DA down there and take a look into there criminal acts..
As one of many who were fortunate enough to have enjoyed the highly affordable and coveted Clear wireless internet service by 2008, I am also one of all Clear wireless customers left looking for comparable quality service, after Sprint aquired Clearwireless, and cancelled service in November of 2015. Of course, I'd expected to pay more than Clear's $55.00 a month -for life- for a desktop/hotspot unlimited data plan bundle. An exhausting two week search for a reasonably priced hotspot led to many devices that cost considerably more than $55.00 a month, and do not include a desktop device. Finally, Freedom Pop looked promissing.
On November 3rd, 2015, I'd wound up ordering a MIFI device from Freedom Pop. Including $20.00 for the first month and the cost for the device, I'd paid $206.98. Coming from an unlimited plan, I had no idea about counting data. Upon contacting Freedom Pop, customer service was vague, in explaining consumer data monitoring, yet very good in suggesting upgrades. I gave in to a $34(?) upgrade. It turns out, that plan left me about four days short of data for my plan period. I had to call -a few times- for the device to be reset. After the resets, the consumer data counter was no longer reliable, as in did not show data usage ever again. Between getting disconnected, and not getting through at all, getting in contact with Freedom Pop began to become more difficult.
To the more important point, I'd called -on December 2nd, to cancel my service; so that I may return the device and apply my device refund to another company's device I'd stumbled upon. The customer service representative apologized -for the unreadable data counter, and asked me to give Freedom Pop another try for 30 days, so that I may properly measure my data usage, without interruption. I'd said, "I thought it was 30 days". She'd replied, "No, you have 60 days". Because I work overnight and am usually asleep during Freedom Pop business hours, this seemed as though I ought to give it a try. This new date gave me a product return deadline of January 5th, 2016. After a few days, data usage was still not able to be monitored. I'd figured I'd call before December 2015 ends, to get instructions to send the device back. This time would also exhaust the thirty something dollars I'd paid, for December.
On December 30th, I'd called Freedom Pop, and explained that I want to cancel. I was -once again- offered options, and politely declined them. I'd insisted that I want to cancel. The customer service rep complied with my request. Upon asking about my refund, I was told I get a 30 day refund, and that there was no record of an offer for 60 days. With that, I am still going to order the device I'd found, from the other company. Freedom pop will also be reported to the Better Business Bureau.
As mentioned, order was to arrive within 10 days. after persistant inquiry, I received order 1.5 months later only to see falsified documentation that it was ordered one month later than it was with an explanation that they have to wait for someone to send them a phone before they can ship one. The phone arrived without any Freedompop software that was supposed to be set up prior to shipping. Then the free phone ended up costing me $40 a month for data service which never worked. I could only use the phone on my wifi from home and didn't have any service outside my wifi service through verizon. If my wifi was malfunctioning, I didn't received any service.
Signed on in 2011 and used Photon device which was fine except the some limited coverage areas. Their usage and charages seemed to be fair as expected. Last November the company decommissioned the Photon now I am forced to use Netgear Mingle device and here are problems:
i noticed at times 1mb to 3mb usage were charged every few minutes when I knew that I was at home using internet instead of Freedompop wifi. I called the company and was told that in order to avoide the charges, I have to turn off the device even I was not using the device for wifi. That was new and a shock, have we ever need to turn off the smartphone when not in use? i did not believe them so this morning I turned the device on whil in a doctor's office and left it on without accessing the internet until I return home after one and one half hour later, I checked the usage and was shocked to see that I used the device 10 times, about 130 mb was used, for nothing, never happened when I was using Photon device. My plan is so called 500mb per month, so for 90minutes simply letting the device on I burned more than 25% off my monthly "free" allotment. Really? This is a ripoff.
On November 10th, I made the mistake of ordering a mobile hotspot from FreedomPop. On November 11th, I realized my mistake and asked them to cancel my order and they said they did. Later I find out they instead of canceling my order, they for some reason canceled my account and left the order to continue through. I asked them a 2nd time to cancel the order if it hasnt shipped yet. They said that it hadnt shipped yet and that the order was canceled.
A week later I get an email saying the order shipped and that in order to return it I just had to take the package back to USPS and say I reject the package. I returned the package the day after it arrived 2-3 weeks ago.
Now on Decemeber 10th they first told me they couldnt process a refund without an RMA number since I rejected the package instead of asking for an RMA number, contradicting with their own previous instructions.
They they said they received the item on December 4th and that they could process the refund once they get the approval from a manager.
Then after an hour of being on hold they tell me that actually the order is still at USPS and I have to wait a week or two for it to arrive before they can process the refund.
That says it all, here is exactly the BBB filing I have made.
Filed against :
FreedomPop
11301 W Olympic Blvd #112 Los Angeles CA 900641652
Complaint Description:
Refusing to honor refund of security deposit Activated service 10/2012 with an agreement to furnish free wimax modem for a refundable security deposit of $99 Contacted company to discontinue service 12/2015 and return device for refund of deposit but company refusing to process return. Employee acknowledged the agreement and apologized but would not accept my request to return the device. She also says this policy is affecting many of their customers but the system will not process refunds anymore. I could not get transferred out of a Philippine callcenter to an employee who was empowered to honor the agreement we had. After refusing to disconnect without resolution employee pretended she could no longer hear me and hung up on me.
Your Desired Resolution:
$99 security deposit returned for device in working order.
This case will be reviewed by a complaint specialist at the Better Business Bureau, and then forwarded to the business for their response. It is our policy to allow the business 30 working days to respond to your complaint. You will be notified when the business has responded.
I ordered a hot spot device from Freedompop in September of 2015. After waiting for 3 weeks I called Feedompop and asked about my order. The customer service agent told me the device was on back order and it should be shipped to me in 2-3 weeks. Well here it is in December now and I still do not have my device that I have already paid for! I called Freedompop today and the agent stated to me that the device was still on back order. I stated to the agent can I get a different hot spot device. The agent stated to me that they have no hot spot devices avaliable and that they were all on back order! What the ****!! How is it that a company is still taking orders on devices that they do not have! Bad customer service and bad business all the way around! Freedompop is turning out to be a scam and a ripoff hands down!!
FreedomPop On 10/09/2015 I purchased a Netgear Mingle Mobile Internet hotspot device. Will I found out that the company is a ripoff so I called and canceled. The canceled the account and provided to me in a e-mail the address that I had to use in order to return the device before they would issue my refund which is $69.99. They also provide you with a RMA # 59275 that had to put on shipping label. It has been just about 3wks. and still know refund. I have called this company every wk.
About my refund and she stated because I am unable to provide a tracking # when I sent the device back that I would have to wait until it shows up in their system, well unfortunately as I told them part of the tracking #'s on the receipt had gotten wet and was unable to give them all the #'s, so I in turn stated to them I know the device arrived there because I tracked it 2 days after the USPS sent it and it arrived on Thursday of 2wks. Ago but she keeps saying to me that it has not shown up in there system. I then went on to ask her then Why? provide a RMA # but your company has know way of locating the device I been sent back and she stated No.
I called again this pass Sat. 11/28/2015 and explained again what the problem was. The customer service rep. stated that he would send a e-mail to the warehouse to locate the device by the RMA #. I called back today 11/30/2015 and still not in the system after all this time. So today 11/30/2015 I called the place where they stated to return the device and lord and behold they only deal w/ cellphones purchased by Straight Talk so I stated to him why? would Freedompop have customers sending back devices to a company that only deals with cellphones and have know record of my purchase nor could he find my account under the e-mail I provided or the MasterCard I used or the Order # of the purchase. So now Alli want is my refund back because they will not get to have their merchantdise back and also keep my money. The return address they provide to send the device back is
Wanted to basically try "Sprint network". Freedompop is on the Sprint Network. I read all the other complaints, before I signed up. So I was careful to opt out "NO" for automatic billing. It looks like they will bill your card, even if you check "No". They also billed me for 2 months of service (mo to Mo) on a little wifi only device. So.... I have 40.00 jist sitting in "credits" plenty for the 34.95, that is due. I stopped my vredit card to force them to use my credit on acxount. now 24 hours later, I have no service, spoke to 3 Indians (definitely a langiage barrier) for a Texas girl! Nothing done! Definitely gonna give them a 10 Day Notice... then DTPA. im not an Attorney, but FreedomPop has a long paper trial. im an Uber Driber (seperate complaint)...Its Saturday night and this just cost me atleast 200.00. The crappy little phone and the cellular connection is hreat for Houston market... very pricey when you loose a day or 2 of workk.
E mailed ( solicited ) by Freedom Pop ( or authorized 3 rd party marketer of which Freedom Pop must maintain total responsibility for ( FTC 1996 Telemkt. Fraud and Abuse Act ) . Accepted / processed CC for pymt. of phone . Shipped me phone . Can not find me or the piece of equipment in their system . Wanted CC #, said they wouldn't charge it .. just wanted to make sure I had one ( for what ?! ) . Then pushed extended warranty coverage for $4.99 . I asked if monthly or annual . Ignored and attempted to change venue of conversation. I redirected the conversation, repeated the question and he ( Rics ) ultimately said monthly . This is called " non disclosure " or possibly "craming "( per the FCC ) , charging for some thing unauthorized by consumer . Dialed their provided 877 toll free # to request RMA # and address for returning for refund. Voice prompts offer nothing similar to what you are needing or seeking . Took a shot a billing questions ( #3 ), edge appeared to be ok then in the end could not assist. Offered to connect me with the activation dept. and stated for me " to give it a try " . RIGHT ! . This is my first stop. FTC , FCC , my state Public Utilities Commission , and US Atty. General office's will follow .They picked the wrong consumer....
When I signed up they advertised my security deposit of $89 would be free with no time limit if I wanted to return the Wi-Fi device. When I now asked for the refund, they advised they changed their policy and no longer provide the refunds. That is theft!
Also, I downloaded a 3 minute update to my I Phone which unbeknownst to me used 4 gb data! I was on the free 500mb data plan. They charged me $80 for the 3 minute update. They should have stopped it. Obviously, if I knew that amount of data would be used I would have gone home and updated it on my wi-fi network for free!
Their customer service is horrible and condescending. They barely understand English and are unable to even comprehend simple email request to them. BEWARE. This is a Fraudulent Company!
On September 7th/2015 I ordered s kyocera hydro LTR For $79.99. And the Samsung
Victory that's was free I only had to pay for activation. Cost $39.99, butbi canceled
That one. Then fredompop topped off my account and charge Me $10.00 for that.
From then on I've had nothing but problems after problem's. On September 7th. Freedom
Pop.com, I paid them $129.98. The kyocera is NO GOOD!! After that they'd g in my bank
And add/debit $10.00 .so many times. That my bank blocked them. I sent the kyocera
Back to therm. They emailed Mr a free shipping label. But I couldn't use it.
Then I called therm soiooo many times about the phone. The gave me instructions
To send it back. I did send it bsc. I received my new replacement cell on 10/19/2015
But for some reason they lol lol think that I have the Samsung victory cell. Lol.lol.
I canceled the victory a few days after the 7th ofSeptember.I NEVER received THR VICTORY,
THEN on October 19th I call them to Tell them I just got the replacement kyocera. Well.
The girl talked me so much that I paid $39.99 for another kyocera same Bell phone I paid
$39.98 plus $0.,cents. Two days later I called & canceled the order. As a matter of fact.
As I'm talking to the rep to make sure it was cancelled. They had already mailed it out.
so when the mail came low &behold in my mail box was the canceled kyocera. it made.
Me angry so I gave it back to the mail Lady unopened. now get this freedom pop. had no.
label on box. Just my name &address. Lol.lol. I had to Google to find the company name.
Lol. call today ask 4 a free shipping label. Maria said it'll take 3 days for them to email.
A label. Lol.lol. so all I wasnt is my refund of $129.98! I'm mailing the replacement cell back to.
Them today October 13th 2015!
I ordered a phone and service from this company. Turns out they are fraudulant, they charged my card (I got my money back from my bank alredy). They don't acually have cell service, you can only hook your cell phone to internet service and use there service throught the internet. It's just a big scam beware!
Purchased a Samsung FreedomPop phone for our son who is going into high school. We purchased the phone in June, it died after 2 weeks use with error 'no operating system detected'. Phone was bricked. Made over 12 calls to their horrendous and I mean HORRENDOUS customer support. Of course it's outsourced to India like most tech companies, but we had to repeat our entire life story during every single call. We eventually began asking for a supervisor on subsequent calls but apparently they are not on the phone, because after always putting us on hold for an additional 15-20 minutes they would just say that they spoke to their supervisor and new phone was coming. They could never give us a timeframe or instructions. Always ended the call with "you'll be receiving an email from us in about an hour with instructions on how to replace your phone". They never sent an email, we confirmed the spelling they had for our email address every time. Nothing was trapped in my spam filter (I work in IT and am very knowledgable about the pitfalls of email). After 8 weeks we finally received an email explaining how to return the phone for a replacement. We used shipment tracking and saw that they received it 4 days after sending us the email but nothing! We've even called them multiple times asking about when the replacement phone will arrive and they always say 'about 2 weeks'. Never, nothing. What bull ****, this company SUCKS!!! Never buy anything from these guys, Scam artists extroidinaire. Never had such a bad customer service experience in all my life.
Freedom POP does NOT permit complaints If they charge you illegally for their service and you complain and they do NOT refund your money they CANCEL your service if you go to the credit card company and complain about this fraud.
DO NOT USE THIS SERVICE!
I complained was put on hold 3 times bounced around. Then after 13 days they claim they gave a refund but since I had already had to complain to cc company they had CANCELLED and would NOT reinstate service EVEN THOUGH they had made the original mistake.
We ordered a I Phone 5 from Freedompop for my teenager. It never worked for making or receiving phone calls. It did work for texting. It too Freedompop 1.5 months to agree for us to send it back as they could not resolve the issues.
We sent the phone back with the routing number and go notification from the post office that it was received.
Problem. Freedompop cannot find it in their receiving.
So, we are supposed to wait. It has already been 2 months of no phone. They should send us a working phone .
Freedompop has sucked probably 12 hours of our time with waiting on hold. This is not an exaggeration. The hold times must indicate that they have a lot of problems.
Their receiving must be horrible as well.
Additionally, we were getting our plans changed by the company and charged for plans we did not sign up for. They have been good about crediting our account on these things but the fact that I need to check my bill each month because I don't trust it and have found 3 charges in 2 months that were not correct is not a good sign.
I was a somewhat happy user of Freedom Pop at first… had the usual issues from day one, had a “delay” and waited another “couple of weeks” for my device in 2014. Spotty connectivity but not too bad for the first six months… then slow, to the point that Online Speed Tests would not be able to test due to the slowness… then try to access Yahoo, then Google, etc. but they just would time out… bad, bad connection. So, even though it sometimes took 7-10 minutes to open an email, I chugged on.
Finally I could not connect more than 90% of the time so we (my staff and I) called “Mark” 7/23/15 and went through all the testing. Afterwards he said he would have a supervisor call at 7:30am the next morning to resolve. My staff brought her iPhone, tested it and we waited until 8am on 7/24/15 and no call. Her access to the WiFi resulted in time outs of gMail, etc. and a disconnect in the middle of the connection and writing a Test email. We called Freedom Pop and got Reign (thought Greg) who wanted to do all the same testing as Mark. We told him we did the testing with Mark and had been waiting ½ hour for the call of the Supervisor. Because Reign / Greg? was not able to communicate well, we asked where he was and he said Los Angeles, but I don’t believe that… We asked to speak to a Supervisor more than 20 times and he refused. He made us re-test everything… even saying we needed to move the Hub closer to the window (almost in the window sill) and after 44 minutes, he finally said our problem was that the towers in California had been de-commissioned. Again he refused to let me speak to a supervisor or be transferred to the US (I did not believe that Freedom Pop had decommissioned its towers).
I then upgraded my service on 7/29/15 to ‘Fastest 5GB 8X’ and have given it another more than ten days… I have pages and pages of timeouts and inability to connect errors (while Freedom Pop says it is connected).
So, if you want to be frustrated and pay your employees hours and hours to test and re-test until all are blue in the face, and you like to have to reboot, restart computer, reset the Hub, bring an iPhone to test it over and over again and be able to read one email for 7-10 minutes of logging in, waiting, refreshing, resetting, restarting, etc and then get some “help” from someone that tells you a Supervisor will call at a specific time and then speak to another that you don’t believe is in the US but will lie to you and keep you on the phone for 44 minutes and then tell you that the Freedom Pop towers have been decommissioned just to get you off the phone, and refuse to let you speak to the US or to a Supervisor, then by all means give money to Freedom Pop…
I am trying to get service for my new 4G smart phone through FreedomPop. I spoke to their representative July 31, and was told I would be charged a fraction of a cent for my first month's service. This is appropriate because of the possibility of poor reception in my area, and because I will want to select my services that may be placed on the 4G phone. I was told I can transfer my existing number from my old phone and old service, ATT.
I contacted ATT to get the old # transferred, and called FreedomPop back to give them the account info. I was told it could be 2-4 days to complete the transfer. By Aug 3 my old phone quit working, indicating the number had been transferred, but the new phone would not give a connection. I found an email the same day from FreedomPop with an account log in, saying I would have service once I logged in and out again. I did this, but still no service.
My account status shows I am being charged $39.99/month, not the fraction of a cent promised.
I contacted both FreedomPop and TigerDirect by email Aug. 6 describing my problem, but no reply as of today, Aug. 9.