In October 2012, FreedomPop, a new virtual mobile internet provider came into the industry with lucrative promises to its consumers. For instance, if you paid a security charge of between $49 - $89, you'd receive 500 megabytes of free and fast internet connection. No sooner had FreedomPop operated for three months than people started complaining about their billing procedures and unaccounted-for charges on their service subscriptions. Here are some of the cases.
One FP consumer complained about how the company charged $32.98 for a service that was never purchased. In the attempt to understand the reason why the FreedomPop had imposed such a charge on the account, the client noticed that it was because the SIM, which had been in use under a free plan, was all of a sudden upgraded to a 2G-enabled card. It also had an extra service load which amounted to $32.98.
In another case, a consumer noticed that FreedomPop had deducted $22.29 from the account. Due to the failure to understand the reason behind the charges, the customer decided to file the complaint through the financial institution. Moments later, her account was terminated and could no longer access FP services.
With such complaints becoming commonplace, it begs the question: "How do I file a charge dispute on my FreedomPop account?
According to FreedomPop if you think that there were unnecessary or erratic charges on your FP account, you may contact the company's support crew at https://gethuman.com/contact/FreedomPop during weekdays (Monday – Friday: 9.00am – 5.00pm). Alternatively, you can file the payment query on https://support.freedompop.com/. The page has a "Billing and Account Management" section, where you may get assistance from one of the company's representatives. You're required to submit the dispute claim within 30 days after the disputed fees had been charged following your registered mode of payment.
According to the FreedomPop's Terms and Conditions of service, failure to file the dispute notification within 30 days, unless exempted by law, you waive the right to file a lawsuit against the company or arbitrary options in future regarding the specific dispute.
If FreedomPop assesses the situation, under its discretion, and notices that an error was made during the billing procedure and that the dispute was raised in a timely basis, the amount will be refunded/ credited to your account. However, by accepting the refund, you acknowledge, under the law, that the dispute has been fully settled.
In yet another case involving a client and FreedomPop, the customer filed a dispute with their bank. That was following a charge on two SIMs, but the customer only needed one. Further, she legally incurred SIM activation fees for one card ($10). The client disabled the other SIM. However, there were an additional $15 charged on the FP account, for which was erratically charged. She used her financial institution to get the refund, but the FP account was terminated. Here's why -
The termination of the FP account was because of filing the dispute claim with the bank. According to the company, resolving to that approach is a violation of the company's Terms of Service (TOS). Additionally, you will not be refunded any amount if your dispute claim remains open with your financial institution. You'll have to communicate with your bank to get the full information regarding the status of your open case.
Yes, there's legality in that. Most virtual mobile network providers often deter people from using their credit cards and banks to access their services after filing a dispute with them [credit companies and banks]. That plays on their advantage because they can barely distinguish people with legitimate claims or those who just want to avoid payments. Moreover, chargebacks often impact their service accounts, which results in higher fee charges or termination of accounts.
After thousands of FreedomPop customers came to GetHuman in search of an answer to this problem (and many others), we decided it was time to publish instructions. So we put together How do I dispute a charge from FreedomPop? to try to help. It takes time to get through these steps according to other users, including time spent working through each step and contacting FreedomPop if necessary. Best of luck and please let us know if you successfully resolve your issue with guidance from this page.
GetHuman has been working for over 10 years on sourcing information about big organizations like FreedomPop in order to help customers resolve customer service issues faster. We started with contact information and fastest ways to reach a human at big companies. Particularly ones with slow or complicated IVR or phone menu systems. Or companies that have self-serve help forums instead of a customer service department. From there, we realized that consumers still needed more detailed help solving the most common problems, so we expanded to this set of guides, which grows every day. And if you spot any issues with our How do I dispute a charge from FreedomPop? guide, please let us know by sending us feedback. We want to be as helpful as possible. If you appreciated this guide, please share it with your favorite people. Our free information and tools is powered by you, the customer. The more people that use it, the better it gets.
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