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:07/10/2022

  Type:Service or Repair 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 upgraded the phone on SEP 14, tried to return and exchange for a different one on Sep 16 and Sep 17 but unable to do so because of incorrect IMEI set-up when the phone was added in my account. I shipped the phone back on Sep 17 and as per ********* tracking number, it has been received at the warehouse on Sep 20. I'VE MADE NUMEROUS CALLS FROM SEP 16 UNTIL TODAY (SEP 30) to have the phone removed in my account but until now, Freedom Mobile agents/manager I speak to is claiming that warehouse still haven't received the phone and can't reverse anything. Three tickets have been opened, the first two lapsed and closed with apparently incorrect tracking information and another one has been opened and I'm told to wait another 5 to 7 business days.
  
  This is unacceptable and I am not willing to wait more days and with no guarantee that the last agent I spoke to actually did her job right this time. Note that I spoke to more than 5 agents/manager and all of them promised me they're doing the right process for my account. (READ ALL THE NOTES IN MY ACCOUNT, IF YOUR AGENTS EVEN ACTUALLY LEAVE NOTES, AND SEE HOW MANY TIMES I'VE BEEN PROMISED THE AGENT IS ACTUALLY DOING IT RIGHT).
  
  I wasted so much time trying to get this matter rectified while following everything agents/managers told me to do so but every time I call again, I'm always told that previous agent/manager did/say something that's incorrect. I AM NOT GOING TO WAIT 5 BUSINESS DAYS AT A TIME IN THE HOPE THAT THE AGENT/MANAGER I LAST SPOKE TO ACTUALLY KNOWS HOW TO DO HIS/HER JOB. NOW, we're talking about $1,376 phone WHICH IS NO LONGER IN MY POSSESSION but is still tied to my account. THIS IS WASTING SO MUCH OF MY TIME AND CAUSING SO MUCH FRUSTRATION, I WANT THE PHONE (AND ALL ASSOCIATED CHARGES FROM IT) REMOVED FROM MY ACCOUNT AND EVERYTHING IN MY ACCOUNT TO BE REVERTED BACK TO HOW IT WAS PROMPTLY. My bill comes out on October 5 and I DON'T WANT TO PAY A SINGLE PENNY ON TAB FOR A PHONE I NO LONGER HAVE.

  Business Response

  Date: 13/10/2022

  BBB Case: ********
  Name: ********** *********
  
  Ms. *********** BBB case is in regards to inconvenience
  and delay that she has experienced when she processed a hardware upgrade.
  
  We sincerely apologize for the inconvenience that
  Ms. ********* has experienced. We have encountered an error with the IMEI
  number of the device which was a factor of the issue.
  
  We spoke with Ms. ********* and assisted her
  with her concerns and questions. We have discussed and implemented the below.
  1. Upon checking Ms. *********** latest Invoice and Account Profile, we found that she is not subscribed to a MyTab program and not on any commitment or contract.
  2. We have applied a credit of $80.00 for the inconvenience that Ms. ********* has experienced.
  
  Ms. ********* has confirmed that this case is now resolved.
  We thank Ms. ********* for her patience and cooperation.
  
  Thanks,
  Freedom Mobile
  

  Customer Answer

  Date: 13/10/2022

  
  
  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:04/10/2022

  Type:Service or Repair 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 have an account with freedom with 2 numbers in it, #A. has still balance owing with the current plan #B already paid off its device balance, last sept 10, I decided to have a device upgrade for #B since it has aging device, but the store in Bridlewood Calgary end up using the #A which it has still balance owing for it around $500 and its not a small amount for middle class worker like me, now i have called customer service, chat message too, and personally revisit the store to help me rectify the mistake, but all of them said they can't help me since it is already billed. Instead of me saving money by opting to installment with them, now i have to cash out just to pay unnecessarily. If i clearly new that I have to pay the balance owing, i wouldn't try to have the device upgrade in the first place. I'm been with freedom for years now for good reasons, i believe this technical and human mistake can be rectified if they really want to.
  
  Thank you

  Business Response

  Date: 29/10/2022

  To whom it may concern,
   
  Freedom Mobile has reached out to the customer in response to their BBB complaint. As a result, freedom Mobile has provided the customer with an explanation of the Terms Of Service.
  
  As a goodwill gesture, Freedom Mobile has presented the customer with a one-time offer.
  
  Therefore, we would consider this matter to be resolved.
  
  Kindest Regards,
  
  Michael M.
  Executive Office Specialist
  Freedom Mobile

  Customer Answer

  Date: 29/10/2022

   
  
  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,
  
  
  
  Luke G.

• Initial Complaint

  Date:14/09/2022

  Type:Product 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 have an international student studying here and went down to get a freedom account. When we got home she realized that she didn’t have cellular data. Went back down to store for 40 mins while they tried to trouble shoot, nothing. Got home spent almost 2 hours on the phone looking for a full refund so we could go someplace to purchase a plan that would work. Wouldn’t refund even though within hours of purchasing. Lady on the phone promised that I would receive a call within 3-5 days. I called today 7 days and no notes on the account. They just opened a ticket which the lady last week was suppose to do. Now wait another 3-5 days. I told them to open a ticket to listen to previous call 7 days ago to find out why the lady promised and never opened the ticket. We pay an outrageous price for cell phones and to not have access to data is ridiculous. All I want is a full refund of services not rendered as promised within the agreement. All I keep getting is we will credit your account 5 dollars a month from when it is fixed. This Serves no purpose if the child doesn’t have access to cellular data when she is out and about. If we solely relied on wifi we wouldn’t need a plan. I am strongly considering seeking legal action as we have paid upfront for a service that they can’t provide. I only wanted my money back the same day just so we could get her a proper phone plan so she would feel safe out and about in a new country. I was told we could cancel she would lose the 50-60 $ that is a lot of money for a student to throw away. I am choked right now for this kind of service and no one should have to go through this.

  Business Response

  Date: 20/09/2022

  Dear Sir/Madame:

  We have spoken with Mr. *****.  He has confirmed that the service is working.

  We have given him a credit of $75.00 as well as a discount of $10.00 off for 6 months,

  On behalf of Freedom Mobile, we apologize for the inconvenience.

  Best regards,

  ******* *****

  Executive Office Specialist

  Freedom Mobile inc

   

  Customer Answer

  Date: 20/09/2022

  
  
  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:13/09/2022

  Type:Product 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.

  On September 8th, 2022 I came into Freedom Mobile at the Promenade to purchase a smartphone and a Freedom Mobile plan. The plan I chose was 3GB a month for $35/month. I don't own a credit or ****, so I paid upfront, including the $10 connection fee. I also paid for a ******* *** 5G upfront, as my last smartphone died on me.
  
  My temporary phone number was set to ###-###-####. I was promised that my current number that was registered with ****** would be ported over in a matter of an hour or 2. After 2 hours of waiting, it was not ported over. For the next following 4 hours, I was in back-and-forth calls with Freedom Mobile, trying to resolve why my number was not ported over. I was promised NUMEROUS times it worked. It did not.
  Around 5 or 6 pm EST I was on a call with a Freedom Mobile supervisor, and my mother was assisting me in sorting out why my ****** number is refusing to port over. Every single Freedom Mobile customer support I worked with became increasingly ruder as time went on, and it hit a head with the supervisor. As my mother was trying to insist that the ****** account # was correct, he snarkily replied "I commend you for repeating yourself." We hung up after that and decided I would cancel my Freedom for the following day (Friday, September 9). I did cancel my Freedom line and got little to no sympathy when I explained what happened.
  I decided I will continue with ****** as my provider and will have to figure out how to do a prepaid plan with no credit history. Today (September 11) I am having issues setting up my ****** number with a new account because it still is flagged as in process of porting. This is ridiculous, as my Freedom line is cancelled and I shut my whole account.
  
  I have decided to file a complaint to BBB to 1) get my number port request cancelled and 2) get a refund for my upfront payment for the data plan (and possibly the connection fee).
  *** ******** ******* ** *** **** **** *** * *** *** ********** *** **** * *****

• Initial Complaint

  Date:13/09/2022

  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.

  We went on vacation after a few years of staying home for covid and lots of stress was added by the freedom to our well-deserved vacation.
  Our family has three lined with freedom.
  The two lines, travelled to the US and the third line was back in Toronto.
  On August 30th, I purchased a $35 US roaming plan, at the Toronto before leaving. (to my knowledge I bought it for ***-***-****). And we kept the ***-***-**** on airplane mode the whole trip.
  
  Arriving in there my phone was not working. we ended up paying double for a cab because f could not use my **** planned.
  Later, I thought the problem was my configuration on the account. (I had disabled all roamings to avoid extra charges.) I changed them and my phone started working.
  
  Then after less than a day, I recieved texts saying being charged $100. I called freedom (imagine in the middle of vacation being on a call with support for hours)
  The agent told me that he CAN’T see any addon on my account. He said he just added one to my phone number (I repeated the one line I want that to be activated on) he said he can't help with the $100 charge so I requested to talk to the supervisor.
  
  The supervisor said he can see TWO addons added to my account (for the two other lines) !!!! And nothing for my line again!!!!
  He said he will disable them and will make sure I'm not charged for them. Then he added $20 roaming data for me so that I can have internet in the US. He said I should wait for my billing cycle and call back to remove the extra charges and that he will leave a note for me, I didn't answer any phone or text and just used my data for the rest of the vacation.
  After a few days, all three lines got disconnected. Saying I don't have sufficient credit. I ended up getting to the Toronto airport and couldn't arrange a family pickup because of that. And again being on call for hours with them, it turned out that I owe them about 4xx.
  I should not pay the 4xx to them. What happened was not fair on my vacation.

  Business Response

  Date: 19/09/2022

  Dear Sir/Madame:

  The disputed amount has been adjusted by our customer care team.

  We apologize for the inconvenience.

  Sincerely,

  Executive Office

  Freedom Mobile Inc

  Customer Answer

  Date: 19/09/2022

  
  
  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:13/09/2022

  Type:Service or Repair 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.

  One of the phones we have contracted with them has been malfunctioning. We have been paying $9 a month for the insurance. When I contacted the insurance company called ******** they informed me that the only place I could go to get the phone repaired in person is on Vancouver Island which requires an expensive ferry ride. * **** ** *** ***** ******** ** *********. They have no other options for in person repair. We were told when we took out the insurance that there would be either in person or mail in option available if the phone ever needed repair. They did not state that the in person option is not accessible to anyone living on the lower mainland. I will have to pay for the repairs at another repair place. I would like my money back for the insurance I paid which they told me is not possible. If they cannot provide reasonable options for in person repair they should refund my money.

  Business Response

  Date: 22/09/2022

  As with other Service Providers that work with
  ******** to provide out of warranty coverage, we are still subject to ******** terms
  and conditions. However, we do understand **** ******** frustration and confirm that she was not able to use her Phone Protection Plan.  We have offered a full refund for her Phone Protection Plan subscription and she has accepted.

  Customer Answer

  Date: 22/09/2022

  
  
  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:06/09/2022

  Type:Service or Repair 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.

  August 23rd - August 26
  While I'm in Cuba, I bought from my phone carrier (Freedom Mobile) a one time pass (Big Gig International unlimited text and unlimited calls with 1 GB data) ... when I checked on the mobile app to buy it there were no information except: either to buy 9 days or 14 days, when I accepted they didn't give me any more information except a consent that I accept that this amount in not refundable and will be charged immediately ... and I accepted it.
  Suddenly, found that I have an outstanding balance and my account is suspended ... when I asked, they answered because Cuba is not included in the international package and I should have called or visited the website before I buy.
  1. I know nothing about politics, and I didn't know that Cuba is not international (I understand that international means any country outside Canada)
  2. in their mobile app, there are no information or explanation at all ... not even a small button says (learn more), or (conditions apply), or (Contact support before you proceed), or (list of restricted countries).
  3. when I spoke with their customer support, 1st one didn't know why is the balance, 2nd one kept saying it is my fault without trying to help or solve, and lastly the supervisor said he'll call me back till now (after 24 hours) he didn't call yet.
  Now ...
  - My account is suspended
  - My credit score dropped down
  - I'm losing any communication with my senior parents while I'm out or at work
  - I'm losing all of the communications with my customers as I'm a business owner and the phone line with data is very important.
  
  I will not pay the outstanding balance because it is not my fault. ******** *********** ** *** ******* **** ******* ***** *** *** ******* ** ***.

  Business Response

  Date: 13/09/2022

  This case is being dealt with **** 

  Customer Answer

  Date: 14/09/2022

   
  
  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:01/09/2022

  Type:Product 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.

  In mid-August I contacted Freedom about getting a prepaid line to a phone I own. I'm a current Freedom customer and wanted to add a line for my son. Freedom checked the imei and confirmed that the phone would work and then they sent me a SIM. When the SIM arrived on August 26, I contacted freedom to activate it. They charged $38.42
  
  They claimed it was activated, but the phone requested a PUK. I contacted Freedom again and they gave me two PUK numbers. Neither worked. They told me to go to a store. The store contacted support, swapped the SIM, and then I received two more PUK numbers that did not work. Support said that they had no more steps to attempt, so I requested a refund for the $38.42. He said prepaid lines were not refundable. I said that I paid for the line only after being told by Freedom that it would function with this imei identified phone. He transferred me to a customer service department where another person told me I could not have a refund.
  
  I have spent a few hours on text and phone with Freedom, and a trip to their store, and I'm out $38.42. It's not the money, it's the principle. I'm a current customer that already pays $90 a month but I feel a serious lack of trust now. It does not seem that Freedom will own up to a mistake they made. It's not the forty bucks, it's the fact that they won't acknowledge their own error and they just blame me for trusting them. That's pretty shabby as far as I'm concerned. And if they offer a refund now, I'd ask why it had to be escalated to this point.

• Initial Complaint

  Date:30/08/2022

  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.

  On Aug 5th, 2022 I received a phone call about upgrading my plan with Freedom mobile. I was told that I would be receiving a discount on my bill, which I did, but also that the connection fee would be waived. I received my bill and noticed a connection fee of $45, so I contacted their billing department on August 25, and Aug 26, through their text-based service. When talking to the agent on Aug 26th, I asked if this fee could be withdrawn from my bill and they said no. I asked them to review the phone call I had on Aug 5th, and they said it was not possible. I feel if the phone call was reviewed then this whole situation could have been resolved.

  Business Response

  Date: 09/09/2022

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

  Name: **** *****

  Freedom Mobile has communicated with Mr. ***** and we have applied a credit of $50.80 to waive the connection fee.

  We thank Mr. ***** for choosing Freedom Mobile for his wireless service. We apologize for any inconvenience that Mr. ***** has experienced.

  Thanks,

  Freedom Mobile

  Customer Answer

  Date: 13/09/2022

  
  
  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:30/08/2022

  Type:Order 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.

  Freedom mobile's customer service has not been helpful at all. ** **** ***** ** **** **** ******* **** ******** ** * ***** ****** ***** ** **** *********** ** ******  Before that, we had a number of problems with the phone service that we paid for - the long-distance service we had paid extra for did not work at all, and we needed to use ***** and ******** to reach anyone. We continued to experience issues with the phone ** ** ********* ** **** **** ** ****** ****** ***** *** *** ************ ** *** ***** 
  Since we have been back, we have taken several steps to cancel her phone line which include:
  1) going to the Freedom Mobile location near home, where we were sent to another location
  2) we went to a 2nd Freedom location, where they instructed us to log into the account in order to transfer the account holder to my name. These instructions did not work, and we needed to take additional steps
  3) Next, we were instructed to send * **** ** *** ***** *********** so that I can be made the Primary account holder and cancel her phone. We sent the first email to **********@f************.ca on August 9th with no response. We called and spent close to one hour on the phone. They were not able to trace the email, and asked for the email to be sent again.
  4) Another email was sent to them on Aug 17th, and they also claimed to not have access to it.
  We asked to speak to a manager or a superior, and they said they could not pass it on.
  After spending another 45 minutes on the phone, there was no resolution - * ** *** **** ** ****** ** ******** ****** ****** *** **** **** **** ** *** ******* ******* ****** **** * ** ** ******** *** ** ** ****** ****** ****** *** **** ***** ****** *** ***** ***** *******

  Business Response

  Date: 12/09/2022

  Dear Sir Madame:

  We contacted Mr. ******* to get specific details.  We have not heard back.  Once we hear from him we can proceed to assist him.

   

  Best Regards,

  Executive Office Team

  Freedom Mobile Inc