Provided tx hash and address showing the tokens on the address.
they tell me "it takes time to locate"
again... the address and tx hash provided... "time to locate"
this wallet is a scam
seriously2, there currently are 80+ ERC20 tokens supported in our app. If you sent the tokens the support for which hasn't been enabled yet, they will be retrieved as soon as there's a technical possibility for it. Our support reps have confirmed they received the transaction hash from you; as soon as your refund is completed, we'll make sure to notify you.
Then this will answer your question, if you send a token that is not supported of freewallet.org then you have to enable it to their support if it's even possible.
And to freewallet.org representative, make your name shine in this forum coz there are too many accusations and negative feedbacks to your service so please fix it.