Thanks for reaching out to us today! I am deeply sorry to hear that you are having this issue with your SoundSport Free's case and would highly recommend that you get in touch with our Customer Service Team via clicking this link. Then kindly scroll and select your region, once this is done please scroll to Contact Us. The team will be on hand and ready to help.
If any other users are also having this issue I would highly recommend that you contact us via the link above.