• Report: #964306

Complaint Review: FreedomPop

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  • Submitted: Sat, November 03, 2012
  • Updated: Fri, February 01, 2013

  • Reported By: Nash — Las Vegas Nevada United States of America
FreedomPop
Internet United States of America

FreedomPop Deceptive tactics , Internet

*Consumer Comment: Similar Experience

*Consumer Comment: Freedom Pop: Great Idea, Poor Execution

*UPDATE Employee: Security deposit and handling fee clarification

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FreedomPop offered a FREE device that allows you to access the internet as a wireless hotspot. The only thing they required was a $89 Security Deposit. I ordered the device called Photon. My understanding of a security deposit is that whenever you return the device, you get your money back. However, when reading reviews of the product, I noticed several people were having some confusion about the "security deposit".On FreedomPop site it says, it has two different answers. One says 30 days and the other says "unlimited". FreedomPop does not provide an address or phone number on their site. The only way to contact them is through their customer service message submittion. I asked customer service about the security deposit and they came back with a 3rd answer of "12 months".  Due to these inconsistencies I decided to immediately return the Photon device so that I don't end up with not getting my money back.

 In processing the return, I was told that the process could take as much as 90 days! I then decided to dispute the credit card charge so that I am not denied a refund because the return was not processed in 30 days.
On top of the 90 days comment, I was also told that a re-stocking fee will be accessed if the package has been opened. A re-stocking fee on a security deposit? I returned the item and delivery confirmation showed that it was delivered on October 21, 2012.

 On October 31st, I am informed by customer service that the device still has not been received.
I sent them the link to the USPS tracking that showed the item was delivered on October 21st at 12:56 PM.
It was only after the credit card company contacted FreedomPop about the disputed charge that, suddenly, they acknowledged the device has been received. Then they sent me an email that the refund will be processed within 5-7 days. I am still waiting for the refund and am not sure if they deducted any "re-stocking fee" or not.

 From day 1, it seems FreedomPop has tried to scam people by taking the security deposit and making it quite difficult to get it back, while providing inconsistent answers and quoting outrageous charges like a re-stocking fee on a security deposit.

This report was posted on Ripoff Report on 11/03/2012 05:21 PM and is a permanent record located here: http://www.ripoffreport.com/r/FreedomPop/internet/FreedomPop-Deceptive-tactics-Internet-964306. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 3Consumer 0Employee/Owner
Updates & Rebuttals

#1 Consumer Comment

Similar Experience

AUTHOR: John - ()

I too had a photon hub from Freedom Pop.  I have to agree with the initial complaint and I think the employee is being very deceptive.  When FreedomPop first came out you put down a security deposit that was 100% refundable and had no time limits on when it was returned.  There was no mention of restocking fees and there was no mention of a 12 month limit on when you could return the photon. 

Now FreedomPop has changed the rules and its website to say there are both a 12 month limit and a restocking fee.  I also started to receive inactivity charges which were never mentioned on the website when I signed up.  Luckily I took print screens of there return policy and statement that there were zero charges if you stayed under 500mb.  I don't have to tell you it's illegal to make changes to a contract without sending addendums to each customer to either cancel or opt in.

Obviously their business plan has not worked and now they have decided to change the rules and nickel and dime all of their initial customers or worse keep security deposits they once said were 100% refundable to try and make a buck before the company goes bankrupt.  Very poor customer service as others have mentioned.  There is no address or phone number and they are extremely slow to respond.
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#2 Consumer Comment

Freedom Pop: Great Idea, Poor Execution

AUTHOR: Sokar - (United States of America)

I agree with the first post regarding FreedomPop and their efforts to scam people out of their "refundable deposit" on the device they send you to connect to the Internet.  For a time I was w/o an ISP and resorted to FreedomPop  - bad idea.  Their customer service is slow and unresponsive and they try everything they can to not be in contact with their customers.  Then there is the issue of how to earn more bandwidth with FreedomPop.  It works this way - You get 500mb free when you pay 50.00 dollars (again, a "refundable" deposit).  You can then earn more bandwidth by completing offers on FreedomPop's site from their partners.  Good idea right? Well, I completely innumerable offers but only received credit for about 10% of the offers I completed.  My bandwidth was always quickly running out and I was always having to purchase more.  Finally there is the problem of a refund they currently owe me.  I returned their device and they will not give me my 50+ dollar refund.  They want to charge me first with ten dollars they say I owe them for going over on my bandwidth.  First, I don't think I owe then this ten dollars but lets say I do.  I asked Antoine to simply take the ten dollars they say I owe them from my deposit and send me or credit to my bank account the balance of 40+ dollars.  He says they can't do this. (I have nearly drained one of my accounts trying to pay for their crappy, slow service.) They desire to charge me more than I owe them thus depleting my "refundable deposit". 

Stay away from FreedomPop at all cost.  As I said: Poor execution of a great idea.
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#3 UPDATE Employee

Security deposit and handling fee clarification

AUTHOR: FreedomPop - (United States of America)

"On FreedomPop site it says, it has two different answers. One says 30 days and the other says "unlimited". FreedomPop does not provide an address or phone number on their site. The only way to contact them is
through their customer service message submittion. I asked customer service about the security deposit and they came back with a 3rd answer of "12 months"."

For our purchased devices (the Freedom sleeve), there is a 30 day return policy. For our security deposit devices (Photon and Bolt) these are on a 12-month security deposit. No where on our site does it say "unlimited" - this is false.

"In processing the return, I was told that the process could take as much as 90 days!"

This process can take UP TO 90 days. Once the device has been received, it must go through a testing process to verify the device is in proper working condition and hasn't been damaged. However, most returns are processed within a few weeks.
 
"A re-stocking fee on a security deposit?"

Yes, we incur real charges from our logistics partner for receiving your device, testing it, and dealing with your device return, accordingly.

"suddenly, they acknowledged the device has been received"

It's possible that the device was dispositioned and finished it's return processing.

"From day 1, it seems FreedomPop has tried to scam people by taking the security deposit and making it quite difficult to get it back, while providing inconsistent answers and quoting outrageous charges like a
re-stocking fee on a security deposit."

Our answers have been consistent, however you misunderstood the policies of the device you purchased, leading to confusion. These charges are not outrageous, are industry standard, cited in our terms and nominal fees that relate to tangible costs the company incurs.

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