Complaint Review: Freedompop
Freedompop The worse customer service by far on the face of the planet. Los Angeles Internet
I owe it to society to describe my experience with my cell phone service Freedompop that I have had for almost 5 years with 4 different cell phones.
If you are looking for cheap cell phone service ($6.67 per month or $79.99 per year) you have found it. However, if you have read the reviews it will be revealed that the customer service is the worse. How bad can it be you ask?
Well let me tell you it goes beyond the foreign accents that do not understand English. They are required to read from a computer screen that tells them that they would love to help you. After they have failed miserable to solve your problem. They end the conversation with: "have a nice day".
As an American that is a slap in the face comment. But they don't understand that because they are required to read what is in front of them. As Indians they are as clueless to our culture as we are to theirs.
There are several problems with their system if you manage more than one phone. When they bill you they do not put any description of what they are billing you for and for what phone. When you have 4 this gets really confusing. They do have account pages that you can go thru to find and new charges but having done this I find that they misapply charges to the wrong accounts. When I try to explain this to them they cannot admit or respond to the error because there is no written response on their computer screen.
Recently, I bought a new phone for them to replace the one I had that broke. I paid for the phone and for the annual service. At the same time I disputed a charge they put on a different phone for a service I did not want (they do this often). Since I disputed the charge they misplaced the dispute on the phone I just bought from them. They deactivated the account and left me with a new phone that they refuse to active.
When you go thru a conflict like this the low end customer service. These people, bless their hearts are unable to help and limited by policy to offer solutions even though they say they are happy to help and have a nice day etc., etc., etc. So they pass you up to a higher support team.
My experience with the higher support is dumb founding. You would think that these people would be personable and willing to give the benefit of the doubt. Willing to say "the customer is always right'. No, wrong. They side step the issue. Purposely to not respond to the mistake made. They reiterate their position over and over. Always ending with I hope we have solved your problem and have a nice day. Some of the people I have spoken to are just cocky, arrogant and I think they know full well what they are doing in a sadistic way. In the terms of conditions you can submit a law suit with Freedompop for loss of funds but any dispute with them will unplug your device.
When paying for annual service and you replace the phone with a better one for whatever reason they do not have a system to simply replace the phone in the account with the new one. They have to cancel the old phone (be sure they do this because they like to keep it open for additional charges). Often when they do cancel the old phone they accidently cancel the account. Meaning the new phone you just bought from them has no account anymore. This requires an email address to create an account. I have used up all my email addresses and now I just create them on gmail to just open a FreedomPop account. Now the $79.99 you paid on the old phone annual account is not carried over to the new phone. You have to pay the $79.99 again. If it’s not a FreedomPop phone you pay another $20 for activation. And they say they can't carry the old phone number over to the new phone either. But if you are persistent and find the right person they actually can. Evidence that their knowledge base is splattered here and there.
Over the 5 years quality of voice service has improved. Before it was horrible. Never buy a cheap phone with a cheap carrier like FreedomPop. S4 or i5 or better.
For $320 a year I keep my family of 4 connected somewhat. That what’s kept me a customer but I absolutely loath and hate dealing with their customer support. The absolute worse on the face of the planet.
This report was posted on Ripoff Report on 01/28/2017 10:40 AM and is a permanent record located here: http://www.ripoffreport.com/reports/freedompop/internet/freedompop-the-worse-customer-service-by-far-on-the-face-of-the-planet-los-angeles-inte-1352525. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content
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