Complaints

This profile includes complaints for Freedom Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Freedom Mobile

  16 York St Toronto, ON M5J 0E6

• 

  Freedom Mobile

  101-1275 Highbury Ave. N. London, ON N5Y 1A8

• 

  Freedom Mobile

  1225 Wonderland Rd. N. London, ON N6G 2V9

• 

  Freedom Mobile

  101 St. Albert Trail St. Albert, AB T8N 6L5

• 

  Freedom Mobile

  101 St. Albert Trail Fort Saskatchewan, AB T8L 2X8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 1st 2022, I made a $527.00 payment towards an outstanding payment, however on the 7th of Nov i got a text message letting me know that my account has been suspended, i then called Freedom to ask them why my payment from Nov 1st hasn't been updated, upon looking at my screenshot of the confirmation i notified the call center rep that i had made a mistake by 1 digit when entering the phone number the freedom rep then told me they will launch an investigation to have the money moved from that persons account to my account, i contacted my bank who let me know because they have already accepted my payment that freedom would have to issue me a refund. After 3 weeks of me calling Freedom following up myself when i was told they will contact me which they never did in the end they basically told me that i'm on my own, and they will not refunding me my $527.00 and that person that got my hard earned $527.00 just my money. All i have been asking if for MY MONEY be transferred into my account rightfully so or i get a refund. Not to have someone benefit from my expense. My account number is ***************.

  Business Response

  Date: 08/12/2022

  Date: December 8, 2022
  Name: ******* *****
  Account: **************
  Issue: payment posted to incorrect line
  BBB
  Complaint ID: ********
  Complaint
  Status: RESOLVED
  
  Customer’s complaints: 
  - Customer mistakenly posted a payment towards a
  different account.
  
  Freedom Mobile’s account review: 
  - We have confirmed the payment was indeed posted on the reported account.
  
  Freedom Mobile’s recommendation:  
  - We have transferred the payment of $527 to the correct account after further review.
  
  Apologies for the inconvenience this may have caused.
  
  Kind regards,
  James Executive Office
  Specialist, Customer Care

• Initial Complaint

  Date:28/11/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had a trip to the US on October 28. I called prior to and purchased a roaming Data plan 30 days for $50. On November 1st at 2:33 I got a message that I only have 306 MB left. I turned my data off. November 2nd at 10:49am I purchased an extra 1GB for 5 dys $35 and got a confirmation message at 10:53 am.At 11:32am same day I got another message that I have 100 MB remaining from the initial 30 days Big Gig roam package. At 01:34 pm same day I received another message that I have used 100% of the 30 days Big gig package.I had purchased a new package already so it didn’t matter. Fast forward to November 5 10:15am I receive a message that I now only have 303 MB remaining out of the second package I bought. I purchased another 1GB for 5 days $35 and received a confirmation message at 10:17am (2 minutes later). At 2:01 pm I receive another message that I have on 94 MB remaining on the package bought on November 2nd. At 03:11 pm I receive another message that I have used 100% of the package bought on November 2nd. On November 8th 11 am I receive a text that I have 306 MB remaining on the last package I bought. I didn't buy another package because I was at the airport returning to Canada. Today I receive a bill of $321.13. My regular monthly bill is $94, the add ons that I bought $120 and an extra charge of $70 because I went over my data. I called and a rep said it was before I bought the two extra packages and offered me $30. I refused and asked for a supervisor and they hang up on me. I called back and no one picks up. I am not paying $70 dollars while I purchased plans promptly. * ** ***** ** ** ** *** **** ** * **** ** ******* * **** ******

  Business Response

  Date: 05/12/2022

  Date: December 5, 2022
  Name: ***** ********
  Account: **************
  Issue: pay per use charges
  BBB Complaint
  ID: ********
  Complaint
  Status: RESOLVED
  
  Customer’s complaint: 
  •     Customer complained about the pay per use
  charges they incurred after adding add-ons to prevent it from happening.
  
  Resolution:
  We have agreed to credit the pay per use charge plus 1 of the add-on that was added. Total adjustment applied is $119 after taxes.
  
  Regards,
  James Executive Office
  Specialist, Customer Care

  Customer Answer

  Date: 05/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

• Initial Complaint

  Date:25/11/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To whom it may concern.
  Good afternoon, my name is ******** *****. Please, help me with my concern.
  I disagree with one charge Freedom mobile made to my account on November 8, 2022, at 12.54 pm for $1065.15 + HST.
  This charge appeared 4 hours before I ran out of my data from the roaming package (based on the Freedom mobile notifications) and before I received a notification from Freedom about the amount of data left on my Big Dig Roam package.
  When I was purchasing the roaming package from Freedom, their agent reassured me that “Once you have already used all your data, you will receive roaming notification” and “You will receive how much will be the remaining amount before you’ve used 100% data”. Therefore, sincerely trusting Freedom company and relying on their excellent reputation, on November 8, 2022, as soon as I received a notification about using 100% of the data in my package at 5.26 pm, I immediately purchased a new Big Dig Roam Extra package.
  I want Freedom to issue a full refund for this charge done on Nov 8, 2022 at 12.54 pm ($1065.15). Also, they should refund me the HST for this amount, which is 13%. So, the total amount of refund should be $1204.19.
  Freedom company managed to refund me $726 out of $1204.19. However, I am still unsatisfied with this resolution, as I consider this charge unfair.
  Moreover, I also submitted a few complaints online to Freedom mobile, tried to contact their Backoffice, and they keep telling me that they cannot help me with my concern. Also, today I went to their store and their agents, but they said they also cannot help me. All my online complaints Freedom mobile simply ignore.
  I also requested them to contact me exclusively via emails, and they never sent me any email with an explanation of why they refuse to help me with this charge.
  ******* *** *** *** ********* ********.
  Account No. ****************
  
  Thank you very much.
  Kind regards,
  ******** *****

  Business Response

  Date: 30/11/2022

  To whom it may concern,
   
  Freedom Mobile has reached out to the customer in response to their BBB complaint. The customer has already been credited for this issue.
  
  Therefore, we would consider this matter to be resolved.
  
  Kindest Regards,
  
  Michael M.
  Executive Office Specialist
  Freedom Mobile

  Customer Answer

  Date: 30/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I disagree with the pay-per-use charge in the amount of $1065.15 + HST (with HST $1203.62) made by Freedom company at 12.54 pm on November 8, 2022. This charge was done 4 hours before I received a notification from Freedom mobile that I was running out of data. Furthermore, when buying this roaming package, Freedom mobile agent reassured me that I could trust and rely on Freedom notifications. Therefore, I consider this charge unacceptable. 
  I appreciate that Freedom readjusted my bill today (November 30, 2022) based on my request. Moreover, I appreciate that Freedom started communicating with me via email (also based on my request).
  I am also grateful that Freedom managed to reduce my bill; however, the amount of $1203.63 still needs to be refunded to me in full. 
  Thus, Freedom mobile still must refund me the remaining $392.84 (HST included).

  
  Thank you very much.

   Sincerely,
  
  
  
  ******** *****

• Initial Complaint

  Date:25/11/2022

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I phoned by the Freedom Mobile hotline on November 25 around 12:00am.
  * **** **** * *** ***** ************* ******** 
  I called to ask for a discount. The agent put me on hold multiple times without telling me that he is going to be put me on hold. The call ended abruptly while I was on hold again.
  
  I called again. Another agent picked up and I asked for my prior agent name to file a possible complaint. I was immediately cutoff this time.
  
  I tried to call the hotline again and the call was unsuccessful after entering into the automatic phone menu, right after I was said to be connected with an agent.
  
  This is extremely disappointing to say the least.

• Initial Complaint

  Date:22/11/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I noticed a TV commercial by my cell phone provider that said, with a new line you got a new cell phone for free. I signed up for two new lines and got two cell phones that I thought were free. Both cell phones I had to sell because one of them leaked all my passwords and the other one wasn't working with my lifestyle it was too basic I wanted to switch to Android. They charged me full price for both the phones. I have been paying for the phones for 2 years and I still owe $420, they told me the phones were free. Is there anything you can do to help me? They have been helpful when I am buying something and urgently disruptive when I try to get my money back. ** *** ********** *** **** ** **** * ** ********* ****** like I said I was told the phones were free I have paid about $2000 to date since getting the new lines.

• Initial Complaint

  Date:16/11/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Freedom mobile super dishonest??
  
  Soooooooo...... Recently went in to freedom to renew my phone plan and get a new phone. They tell me about this promotion where they offer a free tablet with a signup. I tell them i don't want or need a new tablet ( ***** ******* **** ) but they say its free anyway so just take it and give as a gift or whatever. Just got my first bill and I see an activation fee associated with a new tablet phone number and charges for the tablet monthly plan! **** ****?
  Call freedom and they can't do anything, so I say, not good enough! They were able to lower the monthly tablet service fee by $5 for a **** ** ******* I never wanted in the first place! Freedom rep I talked to said they had countless complaints about this "****"
  So dishonest!
  ******* *** ***** ** **** *** **** ******* ******* ** ***** ** ** *** *** ** *** *********** **** * ***** *** *********** *** *** *** ** *****

• Initial Complaint

  Date:03/11/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Friday October 28th at approximately 5:30 p.m., we went to the ******** ****** Mall location of Freedom mobile to transfer our service from ***** to Freedom. One of the cell phones is an old flip phone that doesn't accept data or Wi-Fi, so we asked for the least expensive plan available for that phone. The agent recommended a $99 a year plan, which we took. There was an error message on the phone when they inserted the SIM card stating that ***** never unlocked it. The agent told us to get it unlocked and we would have service once we put in the freedom Sim. On Sunday ***** unlocked the cell phone, but the freedom SIM card doesn't work. We were advised by freedom that their SIM card is not compatible with our cell phone. Even though the purchase was made in person with the freedom agent having our cell phone in his hand and due to ******** ************ he sold us a plan we cannot use, freedom is refusing to refund our money of $127. They have suggested we purchase a new phone. We were supposed to receive a phone call from a manager within 24 hours and as of today we still haven't heard from anyone. The unusable cell phone number is ###-###-####.

  Business Response

  Date: 04/11/2022

  Date: November 4, 2022 
  Customer: Jacqueline G.
  Account: DBC5*********1 
  Issue: Device incompatible with the network 
  BBB Complaint ID ********
  Complaint Status: Resolved 
  
  Customer Complaints:   
  Customer requested for the top up payment to be refunded as the device is not compatible with the network. The initial request was denied as prepaid lines are normally non-refundable. 

  
  Freedom Mobile’s Account Review:   
  We have confirmed that the device is not compatible with the network.  

  
  Freedom Mobile’s Response: 
  We have made an exception to refund the payment of $127.00 and have issued a cheque which will be mailed out within 10 business days. 
  
  We apologize for the inconvenience. 
  
  Regards,  
  
  James 
  Executive Office Specialist  
  Freedom Mobile Inc 

  Customer Answer

  Date: 06/11/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  Jackie G.

• Initial Complaint

  Date:03/11/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My dispute is with Freedom Mobile. I cancelled my account on October 22nd. My bill is charged on the 26th and they once again charged me. When I called them for it to be refunded they said that the payment is for the month prior. I have bank records that clearly show that is not how my billing works. I always prepay for the month to come. The amount I am looking to receive the 16.80$ they withdrew. It's not much, but it's just so clearly documented I need to file a dispute. The number I was in contact over is ************. Their contact number is ###-###-####. Thanks for your time.

• Initial Complaint

  Date:21/10/2022

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to raise my concern about my mobile bill. My service provider is freedom mobile. I was travelling to US last month and i updated freedom on Sept 16 at 9:30 am that i will be traveling to US for 10 days and bought a pass for 10 days. They told me that i will be charged 7$ per day, that bill bring total to 70$ plus taxes for 10 days. I paid for Sept 16 to Sept 20 in my last bill as my billing cycle renews on 20th of every month. Today i received the bill for Sept 20 to Oct 20 and it was $1410. So thy are charging me this amount for Sept 21 to Sept 25. I spoke with freedom and explained i already upgraded my plan before i left and was never made aware of this pay per use otherwise i would not purchase it. They are telling me i was charged pay per use. I didn't receive any text message/ email for phone call telling me this. I am really disappointed and cant pay this as i have already paid 70$ for the service and as i agreed with freedom over the call before i left. Kindly look into this matter and help me to get out of this unpredicted situation. I was never told that they will be charging my card without even giving me a heads up. I understand that i have an auto payment on but i always receive the bill in advance. How come they decided not to inform me that i will be charged pay per use. And telling me now that i used data in September and will be billed now. I should have been informed the day they decided to start putting it on my card. This is the breach of the policy. Even if you have auto payment on i should be notified before adding charges on my card. And i can make sure that my data and phone wasn't even working in US properly. **** ** * ***** I request your intervention in this matter. Thank you so much.

  Business Response

  Date: 26/10/2022

  Dear Sir/Madame,

  The disputed charges have been explained and addressed by our customer care team.  

  A credit of $100.00 has been applied.

  Thank you,

  Executive Office 

  Freedom Mobile Inc

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  

  Dear BBB Staff, 

  Thank you for your help in this whole matter. I am rejecting this response because:

  
  I am writing in regards to the above complaint regarding my phone bill with Freedom Inc. I have received the response from the business. However, I am not at all satisfied with their response. I did have the conversation with them before seeking your intervention.
  
  
  1. I purchased the package before leaving for the US for 70$ plus taxes. I was receiving text messages regarding the usage of the data. I never received any message saying that after using 10GB i will be charged pay per use. I only got to know when I received my bill on Oct 20, 2022. I got the bill for $1,321.91. ****** *** *** ******** *********** 
  
  
  2. They offered me the discount for both lines in the amount of $169.. which is not sufficient. Why would I be the one begging for the discount? I should not have to pay these extra charges in the first place. Both these numbers were in the US with the US plan activated prior even entering the US. 
  
  
  3. I already paid $196 in my previous bill for the half of the period I was in the US. ******* *** *** ******** ***********. 
  
  
  Kindly look into this because $1,321.91 is too much for me to pay. And I request you to look into it on an urgent basis as my payment is due on November 3, 2022 and my credit card will be automatically charged. To be honest my card doesn't even have that limit. * **** ***** ********** ********* *** *** ******** ** ***** ****** ***** ** * ***** **** **** ***** ***** *** ***** * *** **** *********** ********. Please help me with this. 
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:21/10/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am an existing Freedom Mobile customer, and I have 3 lines (one for me and 1 for each of my kids), that are all under the same account number. I have recently been unable to pay my bill online due to issues with Freedom's online payment system, and now my account is going to go past due, and Freedom is unable or unwilling to resolve the issue. I have made all of my previous payments with credit cards, without issue, but I recently had to change a credit card due to a bank change. Freedom processed the charge on the first number with the new card, but it returns errors every time I try to pay the other numbers (they make me pay each line individually instead of allowing me to make a single lump sum payment for the account). I called their customer service and they said it is an issue with the bank refusing the charge. However, I called the credit card provider and they can see that Freedom is the one declining the charge, and that there is no issue on their end. I tried with another credit card from another bank, and got the exact same error. This has been going on for weeks, and Freedom is not correcting the issue. On top of that, if I try to make a payment through my bank's bill pay, even if I make three separate payments for the amount due for each line, Freedom only applies them to the first number on the account, resulting in a giant credit for that number while allowing the other two lines to go past due (because all three lines are under the same account number).
  
  Their suggestion is that I should take time off from my work or weekend, and spend my time and money to drive to one of their payment centres, and make all of my payments in person. This despite advertising they take online credit card payments and me having valid credit cards. I would like them to either fix the credit card system so I can pay online, or provide compensation for my time and gas to make in person payments each month as that was never part of the agreement.

  Business Response

  Date: 08/11/2022

  BBB Case#: ********
  Name: ***** *** ********

  
  Mr. ********’s case is in regards to not being able to make
  payments online.

  
  Please be advised that Mr. ******** made multiple payment attempts
  however the payments were not successful.

  
  We would advise for Mr. ******** to communicate with his bank
  to inquire as to why the payments were not successful.

  
  Another method of payment would be to visit the Store or to
  make a payment through online banking.

  
  We would like to offer a promotional credit of $10.00 off
  for 6 months on Mr. ********’s line of choice.

  
  Thanks,

  Freedom Mobile