account suspended due to billing issue

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26 comments

  • Arthur Agag

    I'm having the same issue, it seems to be an error on the software side since it is automatically charging me 20 instead of my bill balance.  Try messaging them on twitter. It's worked for me before...things may be a little busy for them though they are splitting from Sprint.

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  • FreedomPop Community

    Hello lin jiao!

    Thanks for reaching out. We apologize for the delayed response. We've carefully checked your account and noticed you successfully updated your billing information on 10-15-2019. We're able to confirm the account associated with phone number XXX-XXX-1238 is currently active and in good standing. 

    Please keep in mind that if an account has been suspended due to billing problems, it may take some minutes for the account to be fully reactivated after the billing information has been successfully updated. However, as long as you're using a valid payment method, the service should be automatically reinstated.

    Should you need further assistance, please feel free to reply to this message, we'll be happy to help. 

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  • FreedomPop Community

    Hello Arthur Agag!

    Thanks for reaching out. We apologize for the delayed response. Upon checking your account we confirmed you have been assisted by one of our representatives via Twitter private message. 

    To avoid confusion, our team will follow up on your concerns via Twitter.

    We appreciate your patience and understanding. 

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  • Nate O

    I'm having the same issue. I've waited an hour & tried updating my billing info a second time. I keep getting the "An error occurred, please try again later" message.

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  • Joseph Coates

    I have same problem. I awoke this morning to a message saying there is a billing problem but, it shows I suddenly have no account OR shows I do and my CC is fine and up to date (I have perfect credit).
    What is happening? I need my phone. What has FP done?!
    I submitted this twice as its own thing and both times it instantly showed as solved and low priority. WTH FP?!!

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  • FreedomPop Community

    Hello Nate O!

    Thanks for reaching out. We're sorry to learn you've been experiencing issues with the service, we'll be glad to take a closer look into this for you.

    Upon checking the account associated with phone number ending in 5757, we noticed it became "dormant" due to non-usage. Please be advised that if in any particular month your account reflects less than 5mb of data usage or you make fewer than five (5) calls the account will become dormant. This is probably also the reason you were not able to update your billing information. Check this link for more information.

    We've gone ahead and reactivated your account. Please make sure to power cycle your device. It should be working now. You may need to check your plan subscription too, Please attempt now to update your billing information. Check out this other link for more information.

    Let us know in case you get to need further assistance, we'll be happy to help.

     

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  • FreedomPop Community

    Hello Joseph Coates!

    Thanks for reaching out. We'll be glad to take a closer look into this for you. 

    We've created a private message as we'll need to gather and provide, private account information.

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  • Joseph Coates

    It began working again shortly after I sent this. I have no idea what happened. 
    Note: I am not a big call maker. I use very little data too.
    BTW: You should not cut off low use accounts so fast. I am probably not alone as a minimal mobile user, hence why many go with FP to save money. If that was, or was not, the reason. Just saying…

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  • FreedomPop Community

    Hello Joseph Coates!

    Thank you for the reply, we're glad to learn your service is working now!

    We're not able to know what caused this issue since we weren't able to verify the account, however, please be assured your feedback is highly appreciated.

    Should there be anything else we may assist you with, please feel free to reply to this message and we'll be happy to help you. 

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  • Edward Zagars

    Same thing here!!!!

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  • Joseph Wong

    I also have the same issue.  the billing cycle ended yesterday and today, the same message..  my phone number is (xxx) xxx-0816..  Please help..  also, i keep getting an error message when i try to update the billing info..  not sure what is wrong.

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  • Nick Anderson

    Hello,

    I have this same problem. Initially, two days ago, I saw a message saying there is an "unforeseen technical issue" so I waited, assuming it would be resolved. Since it wasn't working, I uninstalled and reinstalled the app and now it says I have a billing problem. My credit card is fine and up to date (through 2022...and I have perfect credit. Also, payment is not due for over 6 months). I need my phone...

     

    Nick

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  • Juan Diaz

    My account seems to have gone dormant due to inactivity. It initially asked me about updating my billing information but that did not resolve the issue. I submitted a ticket and it came right back saying "solved". Please help.

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  • FreedomPop Community

    Hello Edward Zagars!

    Thanks for reaching out. We apologize for the inconveniences experienced and for the delay in getting back to you.

    Upon checking account associated with your profile, we confirmed you were assisted by one of our representatives earlier on 10-29-2019, through Incident #8638. 

    It seems our representative was able to solve your inquiries. 

    If you have any more questions or concerns please feel free to give us a shout.

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  • FreedomPop Community

    Hello Joseph Wong!

    Thank you for contacting FreedomPop. We apologize for the delay in getting back to you. 

    We're sorry to learn you have been experiencing problems with our service. Our records indicate you also requested assistance regarding this issue via support ticket #8664. Our team has successfully reactivated your account. Your line XXX-XXX-0816, is now active. 

    Should there be anything else you may need assistance with, please feel free to reply to this message, we'll be glad to help.

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  • FreedomPop Community

    Hello Nick Anderson!

    Thanks for reaching out. We'll be glad to take a closer look into this for you. 

    We've created a private message as we'll need to gather and provide, private account information.

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  • FreedomPop Community

    Hello Juan Diaz!

    Thanks for reaching out. We apologize for the inconveniences experienced and for the delay in getting back to you, we’re more than willing to help you resolve this issue as quickly as possible.

    Upon reviewing the account associated with your profile we're able to see the line 2611 is currently active and in good standing.

    Should there be anything else you may need assistance with, please feel free to reply to this message, we'll be glad to help.

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  • Juan Diaz

    Unfortunately it still doesn't work for me. When I try to make a call I get "your account is currently suspended. Please update your payment info on freedompop.com".

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  • Tony P

    I'm also having problems with my support requests being automatically set to SOLVED.

     

    #8989 if someone can look into it.

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  • Andrew Fry

    My account was suspended and I still have two months left on my plan (6 mo pay in advance), plus my card IS NOT expired! You have 24 hrs to fix this or I will be reporting you to the BBB and starting a negative word-of-mouth/online campaign against your company!

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  • Nate O

    Unfortunately I'm still experiencing trouble updating my billing information. I keep getting the error message when I try to update my billing info. It says "An error occurred, please try again". 

    This is strange, because I know my credit card is fine. I just used the same one with my RedPocket account & had no issue. 
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  • Andrew Fry

    Nate, try removing and re-adding the CC, then doing a “top-off” or enabling auto top-off. That worked for me. My CC on file was also fine (not expired), BTW.

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  • FreedomPop Community

    Hello Juan Diaz!

    Thanks for reaching out! We apologize for the delayed response.

    We will be opening a private message regarding this matter as we need to gather and provide personal account information.

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  • FreedomPop Community

    Hello Tony P!

    Thank you for contacting us here!

    We apologize for the inconvenience and for the delay in getting back to you.

    We've created a private message as we'll need to gather and provide, private account information.

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  • FreedomPop Community

    Hello Andrew Fry!

    Thanks for reaching out to us! We apologize for the delay in our response and for the inconvenience.

    It looks as if your account is now in good standing. Please feel free to perform a soft reset by simply powering off and on your device to ensure everything synchronizing accordingly.

    However, should this not be the case, we've created a support ticket for you please reply there and we will gladly look into the account.

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  • FreedomPop Community

    Hello Nate O!

    We apologize for the delayed response, we're sorry to learn you're still experiencing problems when attempting to update your billing information.

    We will continue assisting you through a private message regarding this matter as we need to gather and provide personal account information.

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