How do I dispute a charge from FreedomPop?

If you noticed and unwanted or unwarranted charge from FreedomPop, we can help you get it back. Use this guide to help you get your money back quickly.

Sep 2, 2020

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.

What If I Notify My Credit Card Company/ Bank of the Charge Dispute?

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.

This policy has got many people wondering, "Is it even legal?"

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.

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Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.
How do I dispute a charge from FreedomPop?

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