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 has 202 locations, listed below.

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• 

  Freedom Mobile

  16 York St Toronto, ON M5J 0E6

• 

  Freedom Mobile

  4-1080 Adelaide St N. London, ON N5Y 2N3

• 

  Freedom Mobile

  1105 Wellington Rd. London, ON N6E 1V4

• 

  Freedom Mobile

  9450 137 Ave. N.W. Edmonton, AB T5E 6C2

• 

  Freedom Mobile

  8632A 118th Ave. N.W. Edmonton, AB T5B 0S8

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:24/07/2022

  Type:Customer Service 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.

  Our cell plan with freedom mobile is $40.95 per month on the 15th of every month for unlimited data, nation wide text and calling.
  Before my wife went to Montreal, we topped up the account on July 11th with $70.95 in anticipation that there may be some roaming charges as freedom mobile is not in Quebec.
  As it turns out Freedom mobile cleared the balance to $0 due to "roaming charges" but still has not been able to send or receive calls or texts.
  On the account summery it shows 0 data used, 0 text messages, and 24 nation wide minutes used for talk. As for the roaming charges, 0 roaming minutes data or texts used.
  She is now stuck in Quebec unable to use her phone but getting charged for it.
  I tried contacting the freedom customer service but was hung up on after asking to talk to a manager

  Business Response

  Date: 11/08/2022

  To whom it may concern,
  
  
  
  Freedom Mobile has reached out to the customer via email in response to their BBB complaint.
  
  
  
  Freedom Mobile has presented alternative offers and is currently waiting for a response.
  
  
  
  Kindest Regards,
  
  
  
  Michael M.
  
  Executive Office Specialist
  
  Freedom Mobile

  Customer Answer

  Date: 12/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  

  Business Response

  Date: 12/08/2022

  To whom it may concern,
  
  
  
  Freedom Mobile has reached out to the customer in response to their BBB complaint. Freedom Mobile has presented alternative offers to resolve the BBB Complaint in which the customer has accepted.
  
  
  
  Therefore, we would consider this matter to be resolved in mutual agreements.
  
  
  
  Kindest Regards,
  
  
  
  Michael M.
  
  Executive Office Specialist
  
  Freedom Mobile

• Initial Complaint

  Date:24/07/2022

  Type:Billing Issues
  Status:

  UnresolvedMore 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 July 15, I sign up for Roaming service with my telecom provider,Freedommobile to pay 35 CAD for 5 days forbthe services of Unlimited call in/to Canada and USA plus 1GB of internet.
  
  They sent me a message that i used all my data.
  
  On July 18, They suspended all my services.
  
  And when I asked why...they said I over used my data of 500MB and I should have to pay 70% 383.26 Cad.
  
  I told them I only sign up for 1 GB and it's there job to stop service when i finished what I sign up for.
  They should also provide an information about the consequence If I over used.
  They halted all the service they should provide, so i forced to sign up from another
  operator to to call and receive phone calls.
  
  I tried to resolve the issue by discussing with an agent, supervisor and so called higher manager,but it was in vain.
  
  Specifically the higher manager called *** ****, shout and laugh at me when I asked to transfer me with a higher management,when he said he can't resolve the issue.

  Business Response

  Date: 09/08/2022

  Dear Sir/Madame.
  
  
  
  We had previously advised ***** that once the aug 10 invoice is available, we can review.
  
  
  
  thank you,
  
  
  
  Executive Office
  
  Freedom Mobile Inc

  Customer Answer

  Date: 16/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  They didn't contact me, on the specific date.I should have to contact them.
  
  
  
  I try to contact the higher managements,who are capable of giving a real resolution.The agents always says they will call me after12/24 hours but they don't.
  
  
  
  I got a call from the supervisors,but without calling they claim they called. when i contacted them again they will not call in schedule time which i reserve to get a call.
  
  
  
  The supervisors offers me only 100 CAD, which is nothing from i expected.
  
  
  
  I expected to remove the extra payment that i didn't sign up for.
  
  
  
  Still waiting to get a call from a higher sup
  *** **************** ************************

• Initial Complaint

  Date:18/07/2022

  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 purchased an ****** * from Freedom Mobile in April 2019. At this time, all phones should be sold unlocked by law. Today I tried using the phone with a new SIM but I was unable to because it was locked to the carrier. I called Freedom for help unlocking the phone, provided my name and the phone number I used when I had an account with them. I didn't remember my pin, so they said they would send me a verification code by email. The email did not come through, I called back a second time, and they refused to help because I didn't receive the verification code. All I need is my phone unlocked, and I still have the receipt. The agent gave me the email **********@*******.ca and said it would take 7 days to hear back. I asked for them to verify my ID some other way, as I still had all the details on my receipt and I need to be able to use the phone now, but they refused. The email bounced, because **********@*******.ca is not even an active email, so it seems they just gave me a fake email to get me off the phone. My phone is still locked, and I have no resolution from Freedom because they are refusing to help. I don't even think they have my correct email on file, and the agent named ***** refused to escalate my request to speak with a Supervisor or Manager.

  Business Response

  Date: 05/08/2022

  TO WHOM IT MAY CONCERN
  
  
  
  Freedom Mobile has processed the unlock request for the customer. Device is currently unlocked. Customer has been confirmed of this. No further action required.
  
  
  
  Regards
  
  Freedom Mobile

• Initial Complaint

  Date:14/07/2022

  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.

  When signing up I left a deposit of $300 which was to be used towards paying my first 6 months. After receiving my first bill I'm told I owe now and have to pay out of my pre approved debt. And was then told I cannot use my $300 fir bill payment until December 22/2022.
  I reached out to the company and was told there was nothing they could do, except get a supervisor to call me back in 24 hours, well I'm still waiting for the call, so I live chat them again, and again was told the same thing, well it's been a week and no call. **** *** ******** ****** they have my money which I left in advance because I am out of work until November.
  Now if I don't pay my bill out of my bank account this week, (which i don't have) they will cut off my phone, and they still won't use my deposit money. They will just continue to add interest and fee's to my bill. They already have my money!!!!!!
  Please help

  Business Response

  Date: 05/08/2022

  BBB CASE#: *******
  
  Consumer: Mr. ********
  
  
  
  Mr. ********'s complaint is in regards to our deposit program.
  
  
  
  We contacted Mr. ********, Mr. ******** explained that he thought he would be paid monthly for the deposit program. It was explained to Mr. ******** that it is after 6 months of payments on time.
  
  
  
  As a one time good will be applied a credit of $50.85 to clear off his account.
  
  
  
  We thank Mr. ******** for his patience and cooperation in resolving this.
  
  
  
  Regards,
  
  
  
  Executive Office
  
  Freedom Mobile
  

• Initial Complaint

  Date:14/07/2022

  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.

  Hello,
  
  I purchased a phone from Freedom Mobile Kiosk on July 3rd for my daughter. when taking the phone home I attempted to charge the phone and realized the charging port was loose when I put the charger in, I had to put the charger in an angle just for it to charge. so I brought back the phone before trying to charge again, and asked if I can I exchange the phone for another one and asked them if they sold me a used phone. the told me they cant exchange my phone because my charger is damaged . I asked for a managers number and the lady at the kiosk just gave me a customer service number and when I called customer service they said they scant help me that i must go through the kiosk but they wont answer the phone and wont give me a managers number to contact .
  
  I tried this charger on other devices I have at home that use ****-USB and it worked perfectly, so I'm positive the problem is with the phones charging port.
  
  I'm requesting a refund because this is time consuming and i no longer want to deal with that kiosk. please help me resolve this issue as I don't know any other ways to resolve this . I contacted customer service and they said they cant help me , and the kiosk lady wont give me her managers number and their store phone is not even ringing .

• Initial Complaint

  Date:12/07/2022

  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.

  Saturday morning June 18, 2022, I woke up with several withdrawal alerts in my wife's ************ (****) account, none of them were done by us, everything was done around midnight while we were sleeping. When I tried to call ** bank (also hacked) and ************, I realized that both phones (******** and mine) were with no services, we were not able to recover any email or account password because the MFA was sent to the phone that has the line activated (both phones were cloned). We waited until 10 am (Fredoom store opening) and we went to Freedom to reestablish our cell phone signals; the two chips were switched and the employee said the phone was cloned.
  I solved all transactions on the bank and today, I received the freedom bill charging the amount below, not used by me:
  ********** - pay-per-use 188,94
  ********** - pay-per-use 2,24
  I just called Freedom and the agent said this is related to phone utilization from Indonesia, it was not done from none of us. The Freedom agent said they could not refund us and they can not do anything about it.
  
  Police report number. **********
  
  What I am expecting:
  Get this amount removed from my account.
  Be free to move to another company without fees (I am under 2 years contract).
  
  How I suspect the issue started and I suggest an internal investigation.
  On June 1st, I enabled a new phone under my plan in a kiosk located at *********** Mall (**** ***** *** ***** ***** ** *** ***), *** ***** ******* ***** **** *** ***** ** * ******** ******* ****** I hope with the details above, you can start an internal investigation.
  
  When I call Freedom, I type my pin code on the phone system and also I need to give it to the agent, which is also a security breach.
  
  I don't have options to receive the MFA only over email, which means, my phone can be cloned again the thief can receive the text message on the cloned phone as he did last month, another security breach.
  
  **** *** **** ********* ******* *****