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Updated by user Oct 03, 2019

Resolved. FreedomPop canceled my account and refunded my $50 for the 12 Month SIM/Plan.

FreedomPop also returned my $20 they had taken from me after I downgraded a different account. I had to contact my bank and have the bank request refunds, separately. I lost two phone lines and numbers I had used on backup phones (not related to the 12 Month Plan). At least I am rid of this horrible service.I should note that while "Kevin" from customer service repeatedly informed me at first that nothing could be done about my 12 Month plan already being activated before I activated it, he did, apparently, manage to do so.

Kevin also told me that FP could not have activated my SIM card/plan because in order to do so, the SIM ID is required. I then asked Kevin how I could have activated the card the second the transaction went through, if I didn't have the SIM ID either. Kevin finally confessed: FP ACTIVATED MY 12 MONTH PLAN USING INFORMATION ALREADY IN MY FP ACCOUNT RE MY OTHER TWO LINES! Kevin claims that it is FP's option to do this, even though nowhere on the site does it say this, and in fact, it's just the opposite as noted below.To show how messed up these people are, Kevin also criticized me for contacting my bank to get refunds after it was clear Kevin and FP customer service would not do a thing to right the wrongs.

Kevin said, seriously, that I needed to discuss the issue with FP customer service before contacting me bank. All I could do was mention the fact that we had been going back and forth for days before I contacted my bank.

Unreal. Just another world these FP people live in.Pretty unreal.

Updated by user Sep 28, 2019

As anyone (except cust rep Kevin, apparently) can clearly see from the instructions on the ad for my plan are: (1) Use in any smartphone; (2) Insert FreedomPop SIM; and finally, (3) Activate your FreedomPop Service. Also note the "activate when ready at freedompop.com/activate" instructions to the right.However, as noted below, cust rep Kevin told me that the account was activated when the payment was processed.

What part about inserting the FreedomPop SIM into the phone, and THEN activating the service when ready does cust rep Kevin not understand?

It's a little difficult to activate the service the minute the transaction is processed when you don't even have the SIM to insert into the phone, correct?Sorry for the many words. This is just pretty unbelievable.EDIT: Picture just appeared on Pissed Consumer showing my plan and directions for use.

Original review posted by user Sep 27, 2019

I purchased a 12-Month SIM/Plan from FP on 6-27-19. I did not receive the SIM kit until a month or so later because FP was out of stock at the time.

I check my online FP account every few days to make sure nothing "funny" is happening with my other lines from this company (for good reason). Today, I noticed that the SIM for the 12-Month plan I bought on 6-27-19 showed up listed in my account for the first time. I checked out the specifics and the FP site said there was an unforeseen technical error, so the account was suspended. See picture.

How could there be an unforeseen technical error when I had never even activated the SIM, received a number, or even opened the kit?

I sent a request to FP's customer service to ask what the problem was. I also asked FP to confirm that the kit was still new and full.

I was told that the SIM was activated on 6-27-19, the date I purchased the SIM/Plan. I responded that I never activated the SIM, never received a phone number, never had access to any information about the SIM/Plan online in my account, and had not even opened the kit yet. I even sent two images from FP's website re my 12-Month SIM/Plan, clearly stating that in order to activate the SIM/Plan, I needed to go to FP's activation site and activate it when I was ready.

How could I even possibly activate the card when I did not have it, and had no information about it the day I bought it?

Again, FP's customer service responded that the SIM/Plan was activated as soon as I paid for it. How frustrating! FP did not even look at the clear rules on its site for this type of purchase.

Here's how it works: If you buy a "100% Free" plan and SIM card, you have to click a button acknowledging that the SIM and plan are now activated. However, if you buy a pre-paid plan, like my 12-Month plan, the SIM/Plan is clearly not activated unless and until you go to FP's activation site and manually activate the SIM/Plan.

It's very simple. You are allowed to buy these plans and activate and use them only when you are ready to use them.

Unfortunately, FP's customer service rep, Kevin, can't seem to understand this. Twice he told me that my plan was activated as soon as I purchased it, despite me not only explaining that my 12-Month plan was not active until I manually activated it, but sending him two pages from his company's own site that specifically say this.

This is not over or "solved" as customer service rep Kevin says. This is so overboard and so obviously wrong.

It's laughable, but not for me. I will be taking further action. Unfortunately, Kevin told me that there are no managers or higher-ups there who can look at this issue.

It's just Kevin. This is so wrong.

Reason of review: Not as described/ advertised.

Monetary Loss: $50.

Preferred solution: Deliver product or service ordered.

Freedompop Pros: Decent product if serviced properly.

Freedompop Cons: Terrible customer support and web site.

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Teri N

Thank you for this info. It will help me a lot. I am having great trouble with them as well and have reported them to the Attorney Generals Office.

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