Bests & Worsts Reviews from Amazon

I bought this from Gizmodo when they were having a 1 day sale where I got this for a measly $30. I planned to use it as an emergency data plan for when my phone ever gets close to getting over -- $30 seems fair for that! So I buy it, activate it, and proceed to log on to the website so that I can "downgrade" to the FREE 500MB/month plan (by default, you are on some promotional rate that costs money). When I tried to downgrade, I got a popup saying that since I was on a promotional rate, I had to call a special number to downgrade instead of just being able to do it online. Thanks, how convenient. No big deal I thought, I'll just call the number. I have lunch from 11am-12pm at work M-F, and their phone line is only active on weekdays until 5pm (I'm generally not even home by then). So lunch is the only time I can call to downgrade. I follow the automated instructions, and am put on hold for 45 MINUTES. LITERALLY. I decide to try again the next day. 45 MINUTE WAIT, AGAIN. I am sitting there eating my lunch, listening to this god awful 'on-hold' music for 45 minutes straight. I give up and think it's bad luck, and decide to try again the next day. I am put on hold for 45 minutes again (not exaggerating, try it yourself), and realize that it must be impossible to actually reach them. I then use the option of pressing "1" to have a representative call you back... and you can be damn sure I was watching my phone like a hawk to make sure I didn't miss there call because the days were running out before I'd be charged that "promotional" rate. Finally they call, I pick up, and they downgrade me to the FREE plan after trying to convince me otherwise. Now, here I am about 3 months later, and I am billed $3.99 for "FreedomPop Speed Plus"? What the actual F? I NEVER signed up for this, in fact, I just checked my online account and it doesn't even say I'm subscribed to this service. Now I have to call them and deal with that nonsense again to save $3.99? Hardly even worth it, but this time I'm going to call back and just cancel my account entirely because I am sick of dealing with these folks. I'm cutting my losses at $30+tax, and regret ever falling for this crap in the first place. ------------------------------ UPDATE 03/20/14: I think they have added more customer support representatives, which is great. When I called to get another erroneous charge reversed I was connected within 5 minutes (compared to 45min+ a while ago), and the rep I spoke to was very helpful and understanding of my frustration. They claimed that my account had a "glitch" and told me they would have their software team look into it. I'm crossing my fingers that I won't have to call back. On a positive note, I can say this... my regular internet went out over a recent weekend and it was very nice to have the FreedomPop device. It worked great as a temporary fix until the cable guy could come out on Monday. I almost feel bad having given this product such a horrible review, because it was entirely geared towards their customer service (which appears to have been fixed), and the fact that my account had become glitched. I also read that they are letting people downgrade to the free plan via the website now instead of having to call in which is a huge improvement. For new customers, the issues that I experienced should hopefully not be a problem. Still, I have a hard time recommending this product after what I had to deal with.. only time will tell if they continue to bill me for services I am not subscribed to.