Complaint Review: FreedomPop - Internet

FPop was having an online special for a particular phone I wanted (LG F3). I went through the order process and it was smooth. RIGHT UP UNTIL: as often happens. a website offers additional savings for/on other products. FPop had such an additional offer(HTC desire/510)and i decided to buy one of those as well. END of what had been a smooth transaction.

After clicking to add the HTC,  the wbsite bogged...no further page came up for over a minute. No confimation or total order details. So I clicked again...to see it that would move it along?  As most know...you normally do not need to click twice...which is why I waited before doing so. As well, the offer was for 'an' HTC and nowhere did it say 'not to' click again...nor that additional clicks would order additional phones.  I clicked two additional times to get the website to respond/finish the order process.

Ironically...even though none of the clicking on my end was having any effect getting the site to advance further in the order process...at the same time it was having NO PROBLEM adding additional phone purchases to my account! I never got any email confirmation either about my purchase.  It was ONLY after i called FPop to report their site bogging down, that the CSP informed me that "you have FOUR phones on your account/purchases".  My response was of course: "WHAT!!?"  She then informed me that I had purchased "four of the phones/LG F3" , when in fact I had purchased only ONE of that model.  So that is the only ONE of that model that should have appeared on my FPop account. When I later checked my online bank statement, sure enough there was only ONE charge for that particular phone.  had I bought 'four' then there would have been four charges for THAT model/at it's price($39.98)

However...there were, in addition ti the ONE charge for the LG F3,  THREE seperate charges(@ $30.00 each)...which would apply to the HTC phone, which i also wanted ONE of.  My bank statement reflects that as well.  So, once I saw my bank statement, I knew exactly what had happened: My two extra clicks on an ad for the HTC, had generated two more phones to be added to my account.  So...a simple mistake...should be easy to fix by letting FPOP know what happened and that the two additional/erroneously ordered HTC's , were no more than me trying to get their website to respond.  Credit me back for the two unwanted HTC's and chargeme/ship to me the ONE Lg and the ONE HTC I still DO want.  

That is where the nightmare began:  The information they were giving me was NOT relevant to my order(as again their own charges to my account prove!)and so trying to get them to make what should have been a simple adjustment to my order was instead like trying to play 'Who's on First?' with a blind and Drunk guy. You never get a straight answer. In one moment, I was being told one thing...and in the next moment something different. I am not a confused nor inarticulate person, and in this rare case..'language barrer' did not affect the conversation(s). I even told them I appreciated that i could understand them as they talked. Still...I several times had them repeat to me exactly WHAT info they had and WHAT ACTION would be taken. I was given reference #'s and told my "order will ship".  THEN I was told that the two erroneous HTC orders('only") had been cancelled.  So with reference # in hand I think that I will get my correct phones and order sent to me. NO SO FAST!...

I then go to my email to see NO email verification of my order PERIOD...Instead i see an email informing me that my "account has been cancelled"...'sorry to see you go!'  WHAT?? how can an account be 'cancelled' when it is open with(supposedly)an order pending?  So...I contacted them again(phone)and was told my account was "open". And that my phones would come. WHICH IS IT?!  FPop offices closed for the day, and so at that point I submitted a written complaint to their site. I was even more detailed than here(believe it or not this is a partial summary of what i went through), yet the next morning...the person who responded tooki barely one paragraph to confirm my account "has been closed".  it was as if she did NOT AT ALL read or consider my complaint. 

So...I called again...and was told by yet another CS rep:  " Your order will ship...but their is a VISA block/possible fraud alert on your card...we can ship once that is released by VISA" . I figured the multiple orders of HTC phones; right back to back might have triggered that...so I immediately drove to the bank to check it out. THERE WAS NO SUCH FRAUD ALERT OR CARD BLOCK in effect!  So...WHY would FPop be throwing THAT new wrench into correcting my order and shipping me my phones? My already tried patience was about at AN END. I HAD SPENT IT ALL ON THE PHONE AND SITTING (40 minutes/ twice today regarding visits for this issue) between yesterday and today...looking for sensibility that I NEVER found. Both bank reps(and a VISA rep) understood my dilemma as soon as I explained it...but not FPop!!!!  Not ONE person I spoke with seemed to have a clue, about the reality of my simple order...and the simple mistake made on it.

I mentioned above that I had filed an online complaint(6-18-16 after 5 pm) and the next morning I received an emailed response that(as the email I had gotten on the 18th also said): "your account is closed"...."ISSUE SOLVED"   I responded to that email:  'NOT SOLVED' and basicall had to repeat EVERYTHING i had already relayed the day before. Which was obviously taken lightly or ignored. And the same person who had said my account was closed and that I "have no orders"...IN THAT SAME DAY... told me that I had an open order and that it would ship. Once again...the 'Is it open??..is it closed?? question regarding my account/order, was/IS still up in the air. NONE OF THESE PEOPLE APPEAR TO KNOW WHAT IS GOING ON FROM MOMENT TO MOMENT?

She/cust serv rep also told me that "the order shipping is for one Lg F3 phone only...we have no record of any HTC phone(s) ever being ordered".  So my order EVEN IF IT EVER/ACTUALLY SHOWS UP(!?)...IS STILL NOT RIGHT. At this point i would not be surprised If i got an 'Ant Farm' in the mail/ from FreedomPop.  The most UNECESARILY CONVOLLUTED dealings I have EVER had on or offline with ANYBODY. There are TWO steps to a sale: 1.) getting it right to begin with/having right information  and 2.) MAKING IT RIGHT when and if an adjustment is called for. Which is all anyone can ask for...but FreedomPop could not get EITHER OF THOSE RIGHT.

I AM NOT HAPPY...that I spent more time and dealt with more ignorance/idiocy on the phone...trying to GET a straight answer(even one!) phone(or two)...than any phone or service is worth.  If FPop is going to be staffed by seemingly confused types...then at least they need to make sure their website WORKS when they distract customers with 'special purchases/offers'.  NOTHING ABOUT THIS WAS 'SPECIAL'!!   However, I APPLAUD my own patience throuigh it...I made it 90% through FPops RIDICULOUSNESS, before I started getting mad.  I cannot 'shake off' the 'FPop Experience' fast enough. TOTAL ridiculousness...on what should have been an easy update/fix. 

UNBELIEVABLE!