freedompop
Complaint 364855 Details

Year 2016, I learned about Freedompop cell phone service. I started using it. I bought two cell phones, and two tablets and one hotspot from this service in 2016. They weren't great, but I can accept it. One of the tablets was a gift to one of my family member. Every single one of the devices was ask the user to do an activation first and then to choose a plan to go with. And the person who uses the device can use their own credit card to pay for the plan they chose. On August 2017, there was a pretty good deal for 4G hotspot devices. So I purchased two of them for my family as Christmas gifts which are still not opened yet till now. Later I was on a trip out of the State. I had very limited access to all my internet accounts. I didn't get chance to check the details of my bills until I am back on December 2017. I found out Freedompop were charging me $31.08 of a premium plan for every month for both of the devices over four months. There were no notice or agreement or contract or confirming with me of this plan. For my previous experience of using freedompop, it is not getting charged until activate the device personally with a subsequence of choosing the plan. And these two hotspots are new never opened since I received them. I have no acknowledgement or being notified or being confirmed either on the receipt or by email of this pre-selected premium plan. Freedompop customer support refused to refund the first three month premium plan fee. Their customer support claims their devices get activated upon shipping. However, they didn't in any way notified me as their loyal customer for this activation upon shipping and started charging me for four months without my awareness. They refuse to refund this unaware and unauthorized fee just make me lost the trust of this company and their service completely. It is a fraud to me. Since it is not an on location business model, it is very important to notify the customers if they service model is changed and what we are getting now. I am purchasing according to my previous experience of doing business with this company. Even if I am a new customer, I have right to know what I am signing up for and buying for and the charging process with a clear confirmation. I insist Freedompop to refund the four months fee for both devices, $248.64 in total ($31.08 x 2 x 4), that they have charged me without my awareness and my authorization not just December one month.