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:25/08/2022

  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.

  Related to May 5, 2022 bill with $96.50 of roaming charges incurred on ********** phone number related to my account ****** ********** on April 5- May 4 billing period. Called in to ask about roaming data charges as the plan is supposed to have world traveller reduced roaming rates. When I called in on May 31 and spoke to *** at freedom mobile he said that I should have been charged 0.05 per mb and that I was charged 0.10 per Mb so a credit should be made on my account of approx $48.50 and it would apply in 24-48 hours and to call back on Friday to check it had been applied. On June 3 I called back and was put on hold twice - I asked for ticket number but never got one even though I was told one was opened. then my call was dropped completely and had to call back in again on June 3 at 12:10 pm I called back again spoke to **** who is now telling me my bill was correct and no credit was being issued for excess data roaming charges and I told him was getting texts threatening cancelling my service. I was told now the charges are .10 per mb and I said the last freedom mobile rep told me it should have been 0.05 per mb. I asked for a supervisor to call back. They called back late at night like 9 pm so I called in again I asked for call backs between 9am to 5 pm and they called after 5 pm every time so I was not available. I am tired of the runaround and the constant texts of threatening to cancel my service and trying to get to talk to a supervisor seems impossible as they don't take your calls and call back when they know you are unavailable. Would like the credit for the excess roaming charges based on what the first freedom rep told me and a bit more for all the lost time trying to deal with this. My service even got cancelled for a day on July 18th because of this while my husband was in the hospital even though they said they would not do that. Really bad service and I've been a customer for a while. This is very disappointing.

  Business Response

  Date: 13/09/2022

  BBB Case#: ********
  Name: ****** **********
  Ms. **********’* complaint is in regards the US roaming charge
  of $109.50. Freedom Mobile has advised Ms. ********** that her previous roaming
  rate plan was 0.05 cents per MB which is now 0.10 cents per MB.
  An SMS notification was sent out to Ms. ********** on April
  7, 2022 which details the roaming rates. The sms states,” Welcome to United
  States of America! A local call or a call to Canada is \$0/min, \$0/SMS, and
  \$0.10/MB. To call Canada, dial +1 followed by the phone number. For local or
  international calls, dial the plus symbol (+), followed by the country code and
  phone number. For more information, visit https://****.****/********
  or call +***********.”
  As a resolution, we have applied a goodwill credit of
  $109.50 to clear all the roaming charges and Ms. ********** has accepted our
  resolution.
  
  Thanks,
  Freedom Mobile

• Initial Complaint

  Date:25/08/2022

  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.

  Discount applied to my cell phone bill of $15 per month until October 2023. Freedom mobile customer agent assured me on the phone and instore that the discount would be honoured if I chose to upgrade. It was asked multiple times on the recorded calls, and that was the main driver as to why I chose to upgrade and continue using freedom mobile as a service. My latest bill arrived and the discount was not applied. I telephoned customer service and they informed me that the discount was suspended and would not be applicable to my plan any more. So now I am tied to a 24 month contract with freedom for a price point that was not agreed verbally with me on multiple occasions, so I was sold goods under false pretences.

• Initial Complaint

  Date:25/08/2022

  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.

  I left the country on Aug 17 2022 for a work contract abroad. I pay 40 a month for my phone plan and have been a customer for over 10 years. I wanted to be able to use my phone for phone calls, internet, or reach home all the way up until the plane left the tarmac. So I decided I'd port my phone number in the new country. I went into store to discuss the plan with a representative and did as much research as I could online before I left and I was assured there would be no problems.
  I am currently unable to get into my freedom mobile account to port my number because the carrier doesn't service the country I am in. Representatives over the phone are unable to get me into my account because I am not getting verification codes. Although I can answer my security questions over the phone, they are unable to give me access or change the email that were entered incorrectly 10 years ago to regain access to my account. A representative on my behalf has gone into store but was denied service.
  None of the agents I've talked to have access to can get into my account, I as a customer cannot get into my account. The only ridiculous option I was given was to fly 13hrs back to Canada to get access to my account or lose my phone number that is connected to all my ties in Canada.

  Business Response

  Date: 04/09/2022

  Dear Sir/Madame:
  
  
  
  Thank you for sending this our way. We will contact Ms. *** to discuss the issues she has outlined in her complaint.
  
  
  
  We will provide an update once we have a resolution.
  
  
  
  Sincerely,
  
  
  
  Executive Office
  
  Freedom Mobile Inc

• Initial Complaint

  Date:19/08/2022

  Type:Service or Repair 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.

  In Oct 2021 I signed a two year contract with freedom mobile, that included data and a new cell phone. When I was signing up, I asked them to look to see if my area had good coverage as I work mainly from home. They showed me a diagram of my area and it showed no problem. I was told that I had 15 days to bring back if any problems. I work 12 hour days and am in school full time ***** ** ******** ****** *** **** * ****. I did not know how to transfer my data from my old phone to my new phone and due to my busy schedule, I did not make it down for about a week to the freedom mobile in the mall. They helped me, but my service when I got home was pretty much non-existent. Phone calls would either not go through at all (call failed) or would cut out within a minute or two on every call I made. I was unable to text or phone any numbers at all, this was also in town. Due to my busy schedule, I just kept using my old phone. When I went down finally, they said was past the time (15 days) and I could call customer service for support. They were unable to find a reason why my phone would not,
  work. We went through tech support, they asked me to call again in two weeks while they figured it out. I called back and they said they were not sure and it would take at least 12 months to look into. I wanted out of the contract, but felt it was fair that I need to keep paying for the actual phone. They said I had to pay for the whole bill. I asked them to put in writing that they would compensate me for my bill's and they said they would consider compensation, but refused to tell me info. They would not allow me to speak to management. It has been sitting in a drawer since then. About a month ago when my other cell phone that I have not been able to cancel was dropped, I went to freedom again and the guy felt that I had a faulty SIM card. He changed it, but the situation did not resolve. Currently I have my old SIm card in the new ***** phone. Basically I have been paying for 2 phones

  Business Response

  Date: 07/09/2022

  *** *******
  
  BBB Case
  
  case#: *******
  
  Consumer: ********* *******
  
  
  
  ********* *******'* complaint is in regarding network issues.
  
  
  
  ********* *******'* account was investigated and ********* ******* was contacted and we were unable to reach ********* *******.
  
  
  
  Based on our investigation ********* ******* lives in a nationwide area and the contract for the My Tab is over a year now so we would not be able to return the phone.
  
  
  
  We are willing to offer $5 off for 6 months.
  
  
  
  We thank ********* ******* for her patience and cooperation.
  
  
  
  Regards,
  
  Executive Office
  
  Freedom Mobile
  

  Customer Answer

  Date: 09/09/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it does not solve the problem at all. I am paying for services that I am unable to use. I am unable to make a phone call or text either at home or away from home. I did not receive any correspondance from Freedom at all, there were no attempts to contact me. Originally when I was dealing with this, I was told by a customer service representative that I would be compensated, but they did not discuss the amount. I am requesting compensation for the amount I have paid since the contract began, not including the cell phone. As well, for the contact to me stopped. The amount owing for the cell phone to be taken out of the amount paid up to this point.  This is not a choice of mine, instead it is insufficient cell service in my area. As previously mentioned, when I signed up for services, the sales associate made it clear that I would have even better service than I was receiving from **** as Freedom has more cell towers in my direct area. As a decent human being and a large corporation, I expected you to do the right thing.
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 22/09/2022

  Due to the ongoing coverage issue in ********* *******'* area we have offered her compensation for the services and device and she has accepted.

• Initial Complaint

  Date:16/08/2022

  Type:Order 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 received a text from Freedom Mobile saying that I was eligible for 2 GB of data for 24 months if I switched to freedom prepaid. After looking into this, I checked my account and found out that my account was successfully topped up for one year preventing me from switching to post paid. I don't know why freedom sent the 2GB of data offer if they already took my money for a year. I called freedom and they were supposed too call me back with a solution but they never did. Now that I can't switch to postpaid, I would like freedom to give me the 2GB of data for 12 months after which I will switch to postpaid as they shouldn't have offered me the promo after they took my money for my yearly prepaid plan.

• Initial Complaint

  Date:16/08/2022

  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 recently went on vacation. Prior to leaving the country I had spoken with Freedom staff to confirm the steps I needed to take before my arrival in a new country, to ensure that I am not charged extra for texts and calls. I was told that as long as my "Roaming" was turned off, I wouldn't be charged extra. I then ensured to turn off my roaming, and only used hotel wifi to send ******** texts. When arriving home, I had checked my bill and it was double what I usually pay. I did not receive any notification warning me of additional costs with texts. I was on a 2 hour call on 08/10/22 regarding this issue (spoke to three Freedom representatives). I was told that multiple warning texts were supposed to be sent yet, again, I received nothing. When talking with the supervisor (*******), he told me he was not able to provide proof of these texts. It is now put on me to pay addition costs for a mistake made by Freedom. I am not paying additional costs. These charges should be reversed considering the mistakes of the company.

  Business Response

  Date: 29/08/2022

  Hello,
  
  
  
  Ms ** *****,
  
  
  
  Has also made a **** case. We will address her concerns to find a mutual resolution.
  
  
  
  Best Regards,
  
  
  
  Executive Office
  
  Freedom Mobile Inc
  
  
  
  
  

  Customer Answer

  Date: 03/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I have declined this as the Company Freedom Mobile has not contacted me and I have no resolution that has been brought forward.
  
  Thanks
  
  Mrs. ** *****

• Initial Complaint

  Date:16/08/2022

  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.

  My mother was a customer of Freedom Mobile. She has passed away and I'm trying to cancel her phone.I have the code and her phone number. I was told by them that they cannot cancel until I provide them with a death certificate, and other legal documents. She is not under any contract with them.By the time receive all of these things , how many billing periods will pass? This is unacceptable treatment. It's just a cell phone.

  Business Response

  Date: 26/08/2022

  Dear Sir/Madame:
  
  
  
  We have contacted Mr. ****** requesting either the phone number or account so we may assist him.
  
  
  
  Once he replies we can proceed to address and resolve his concerns.
  
  
  
  Best Regards,
  
  
  
  ******* *****
  
  Executive Office Specialist
  
  Freedom Mobile Inc

• Initial Complaint

  Date:10/08/2022

  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 called to explore upgrading my plan. I made it clear i did not want to pay off the remaining 3 months tab of $43.50 and did not want to upgrade if i had to pay it.
  
  I signed on to see my balance. I paid my bill a month ahead so it showed -45 balance before i contacted customer support.
  
  Customer support charged me my tab amount of 43.50. When i asked why, they tried to convince me they adjusted (gave me) $43.50, the amount on my tab
  
  Customer support was unaware i was looking at my balance and was aware that my tab amount vanished as well as 43.50 from my account which was there as i like to keep 1 month in advance in my balance, to pay it early.
  
  After being lied to and told i was adjusted, the next agent confirmed i was not adjusted, and that it couldnt be done for that amount.
  
  So, i was unwillingly, unknowingly, and wrongfully charged 43.50 from my tab balance, and was lied to and told i was wrong and that they actually credited me 43.50.
  
  What this means is i unwillingly bought-out my contract. The tab amount is the amount i need to pay to buy it out, and i didnt want to buy it out. I made it explicitly clear.
  
  I am now interested in the tab amount being refunded, and recieving the amount the supervisor attempted to trick me into thinking i was adjusted. This is 2x 43.50
  
  
  I still dont have my plan changed.
  
  The interaction with the agents was 3 hours and 30 minutes, and ended at 12:20 am, monday morning.

  Business Response

  Date: 16/08/2022

  Dear Sir/Madame:
  
  
  
  We have spoken with Mr. ******* to resolve this matter.
  
  
  
  We apologize for the inconvenience.
  
  
  
  sincerely,
  
  
  
  ******* *****
  
  Executive Office
  
  Freedom Mobile Inc

• Initial Complaint

  Date:10/08/2022

  Type:Order 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.

  Hi,
  I've been a Freedom mobile customer for 7 years. I recently added 2 lines on my account for my parents. My only requirement was free calling to India. I was specifically informed by the manager of a Freedom outlet that he would be able to get us 1000 free international minutes per line. He spent the next week confirming this with Head Office and got back after a week confirming that we indeed had the free minutes. Fast forward end of the month, I get my bill will international calling charges. The customer care agent informed me that there was no free international calling minutes on my account and that the manager probably lied to get a sale/commission. I asked him to transfer me to a supervisor, and he said he couldn't do that. I asked him to give me his employee ID and he refused that. I asked him to send the 5 question customer satisfaction survey after the call, and he said that he would - but he conveniently never did.
  This is really unprofessional. *** * ********* ** ******** *** ** **** ** ****** ***** ** *** ******** ***** ** *** ******* ********* ***** instead of having to deal with companies with no ethics and no liability. It's crazy that people can verbally say anything and get away with anything.
  I'm disgusted.

• Initial Complaint

  Date:29/07/2022

  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've been a freedom customer for about seven months now. Last week my phone was unfortunately stolen. This phone was under a tab with freedom of which I still owed about $420. I understood it was my responsibility to pay this tab before I would be eligible for to upgrade my phone. When I originally put my now stolen phone on a tab I was asked to pay a $300 deposit upfront. This time around paying off the tab as well as paying a deposit would not have been possible for me. I reached out to their customer service via chat (which I do have screenshots of) asking for them to look into my specific account to see if I would now be eligible for an upgrade for zero dollars down if I were to pay off my remaining tabs to which the customer service rep said absolutely, the phone I want will be covered as zero dollars down. When I went to the store to pay off the tab and upgrade the phone I was told I would have to put a $400 deposit down on the phone on top of the over $400 tab payment. I said this was not possible for me at this time so I called the customer service line to understand why I was mislead to which the customer service rep on the phone informed me that I was in fact eligible for the phone to be $0 down and he would leave a note on the account. When I got back into the store the store rep informed me he could not even look at the note that was posted and asked me to call customer service back to speak with him in the store. Me and him were been told that the company would not be honouring the misinformation I was given twice. If I'm shopping at any other store and something is priced wrong the store is obligated to give me that price and I think freedom should be held to the same standard. I was on two separate occasions told the wrong information in less than a week and I think the company should be responsible for that. Not to mention the customer service experience via chat and phone was absolutely *********** ******************************

  Business Response

  Date: 04/08/2022

  Business Response /* (1000, 5, 2022/07/29) */
  TO WHOM SO IT MAY CONCERN
  
  Freedom Mobile apologize for the inconvenience caused due to misinformation. We cannot change the system regarding My tab available limit.
  
  As a goodwill gesture, we would like to offer $100 as service credit.
  
  Credit will be applied once we get confirmation from you.
  
  Regards,
  Freedom Mobile
  
  
  
  
  Consumer Response /* (2000, 7, 2022/07/29) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While I am still disgusted with this service and will be actively telling people never to use this company I guess this is the only option I have. I've already purchased a new phone outright (happy to give my money to anyone but freedom) and am relieved I will not have to remain with this disgrace of a company longer than my current contract.