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

  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:07/10/2024

  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 set up a 5 dollars plan which included unlimited incoming call and free call forwarding. I did call forwarding to my another phone number but doesn’t count as incoming call and got charged.

  Business Response

  Date: 10/10/2024

  to whom it may concern,

  Both parties have come to a resolution.

  **** *
  
  

  Freedom mobile executive office.

• Initial Complaint

  Date:26/09/2024

  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  I had a prepaid account with 5.00 withdrawn from my account every month. last payment was September6. I get 120minutes of call time for that amount
  
  On Tuesday, September 24., I couldn't call anyone. I went online and the FREEDOM web site said my account was suspended for non-payment. I only used 53 minutes
  
  I called at 12:20 to get the issue fixed. *** could not fix it. I called back at 12:30 and **** could not fix it. he transferred me to ******, who could not fix it.
  
  * ** ******** *** **** * ******* ***** ** **** ** *********. The service was suspended by FREEDOM for no reason. I wantthe$5.00 refunded

  Business Response

  Date: 28/09/2024

  Freedom Mobile apologize for the inconvenience caused to Mr.******. 

  Mr. ****** has ported out his number therefore we are unable to apply credit since the account is cancelled.

  Thanks,
  

  Freedom Mobile 

   

  Customer Answer

  Date: 28/09/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  The company charged me for the service, then suspended the service. I used only 53 minutes of the 120 minutes I pre-paid for.  I gave them TWO opportunities to correct the problem and they could not restore service. ** * ** ******** *** ******* *** ******** I had no other option but to port the number.They can still issue a refund, **** ** **** ** ******  
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 01/10/2024

  Freedom Mobile is offering refund of $5 in the form of cheque. Kindly confirm the below address for the cheque to be mailed-

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

  Regards,

  Freedom Mobile 

  Customer Answer

  Date: 20/11/2024

  The address is correct.  Seems I have no option but to accept the 5 dollars *** *** ** **** *****
  
  * ** ******** *** ******** *** ******* ** *** ********* ******** ************ ****** *** ******* ** ** **** *** ****** *** *** ******** ********** ******* **********

  Business Response

  Date: 03/12/2024

  Freedom Mobile Sincerely apologize for the inconvenience caused to you.

  As a goodwill gesture we are offering you refund of $50. Please let us know if you want this as service credit or in the form of cheque.

  Regards,

  Freedom Mobile

• Initial Complaint

  Date:29/07/2024

  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.

  This morning I went into a freedom store to get a pre certified used phone and was advised it had to be done on line and we talked about where in the online account and how to log in. I went to my car and followed his instructions and contacted thru the chat to customer service. The agent advised me my account was on a pre paid service and it needed to be upgraded to the post paid service before it could be done. I went back into the store and we got the credit check done and approved and everything was good to go (store agents words) which I trusted as at this point I had no reason to not.
  I went back to my car and let the agent know it had been completed and she confirmed it was upgraded. I was as confused when she said it had been upgraded and advised her I hadn’t upgraded the phone yet and that’s why the line was switched, so that I could now get the pre certified used ****** on my account as I used my own phone when originally setting up the account 6 months ago. She explained that she meant the line had been upgraded and then proceeded to tell me about the prorated charges and we talked about disconnection fee. At this point that information was great but when I asked when I would receive the device I was told I couldn’t do it 6 months. My head spun. Both agents knew I was looking to get the phone and the only way to do so was to swap the accounts from pre paid to post paid and not until I asked about the device was this brought up. She then told me that if I went back to the store the agent could do it. I reminded her that he had said he could not as they don’t carry pre owned phones, it had to be done thru customer service. I didn’t know the account was even prepaid until today which maybe was the first issue. When I set up the account originally in January I said I wanted it on auto pay. They set me up with “pre paid”.
  After the agent on the chat disconnected I contacted via phone and spoke with another agent and explained the whole thing.

  Business Response

  Date: 08/08/2024

  to whom it may concern,

  We are working with ****** to find a certified preowned device, but we have had no luck finding one at this time. we will continue to try and find one and do the Hardware upgrade. 

   

  **** *

  Executive Office

• Initial Complaint

  Date:25/07/2024

  Type:Sales and Advertising 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.

  Both last October, 2023 and on July 18, 2024, my request to have a preauthorized post paid account in my name with Freedom Mobile was denied. I really wanted a specific phone plan that was being offered at the time so thought I'd temporarily put the plan in my husband's name until I figured out why I was being denied. My credit score with ******* is *** and was equally good back in October yet Freedom Mobile is denying me credit and won't allow me to put the account in my name even though the phone is mine and paid by a credit card in my name. I can't get any answers from Freedom. I am at a loss as to why I'm being denied.
  
  The manager at ******* thinks it may be due to the fact that I have a fraud alert on my credit report because I was one of the victims of the government's *** security breach. If that's the case, I'll never know since I can't seem to get a reason from Freedom Mobile and it was recommended that I do not remove the fraud alert as it offers me added protection.
  
  Freedom Mobile is advising me that I wait 180 days and try again, but with such a high credit score and no reason why I'm declined, I can't see how time is going to change anything. I've already been declined twice with a great credit score both times. * **** **** *** ************* ********* **** **** ******** ****** *** **** *** ***** ******* **** * ********* *********** **** *********. I have all the documentation printed up from ******* and my credit report is so shiny and squeaky clean. *** ****** ****** ****** *** * ***** **** ***** ** ****. *** ********* ** ** **** *** *** I need help. I've reached out as far as I could with that company and I'm getting nowhere fast. As a consumer, yes, I could give up and switch to another company, but I really like my plan and I believe I should have some rights here. There has been absolutely NO delinquency on this account.

  Business Response

  Date: 06/08/2024

  Freedom Mobile sincerely apologize for the inconvenience caused to Ms. *********.

   

  We advised Ms. ********* that the issue has been resolved; however, we were advised that Ms. ********* has already activated services with another provider. 

  Regards,

  Freedom Mobile 

• Initial Complaint

  Date:11/06/2024

  Type:Sales and Advertising 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 received text messages to all 3 of my current phone lines stating that they could be upgraded to a postpaid account without a credit check. Freedom is backpedalling saying that it was not offered to one of my lines and they can’t do anything without a credit check

  Business Response

  Date: 21/06/2024

  Good day *****, 
  
  
  We hope this email finds you well. We first want to thank you for forwarding this complaint to the BBB. 
  
  
  I understand you received the text to migrate your prepaid lines to postpaid without requiring a credit check, however certain conditions still apply. In your instance, the main account was only allowed to transfer 2 postpaid lines. Please accept our sincere apologies for the confusion this has caused. 
  
  
  Your line is already set up to migrate 2 out of the 3. Please reach out to our care team to migrate whenever you're available. I can confirm that 1 of your lines have already been moved to postpaid from your last interaction. 
  
  
  As a courtesy, we'll apply a $50 credit in your postpaid account. Don't hesitate to reach out to our customer care team through ********************************************* for any queries you may have. 
  
  
  Thanks,
  Freedom Mobile Executive Office

• Initial Complaint

  Date:10/06/2024

  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.

  From the very first month I signed up with freedom mobile my service has been poor. I called many times about this and they did nothing. The supervisor, his name is ***, was incredibly **** and **************. Insisting that I pay an extra $10 for a replacement sim card that may be able to solve my issue. * **** *** ** **** ** ********** **********. He hung up the phone on me without hearing my problem or issuing my refund. I just paid for my account a few days ago and I told him the service was poor long before then

  Business Response

  Date: 19/06/2024

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

  Name: ****** ********* ******
  
  

  We sincerely apologize for the inconvenience caused to you in regard to the service issue. Freedom Mobile's Executive Office spoke with you today and agreed that the SIM swap helped in addressing the service-related issue. We suggested to contact us if you require technical support assistance. As a goodwill gesture a credit card refund of $29 plus tax was processed. We thank you for your continued support.

   

  Regards,

  Freedom Mobile

• Initial Complaint

  Date:21/12/2023

  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.

  I took a phone on lease with a plan in Oct 2023. The phone service is so bad that I can not use it at home (unless I connect it to wifi, even to make regular calls), it only works outside and on highways.
  
  I have tried to call the service center to return the phone and so that I can have my number transferred to another provider. However, I am told to pay the full cost of the leased phone (******* *** **** **** I am willing to return it in pristine shape) and a penalty of $647. All in all my total crossing over $2200.
  
  * ******* **** ** *** **** ******** ******** *** * ******* **** **** ** ******* ***** 

  Business Response

  Date: 03/01/2024

  Freedom Mobile is waiting service issues details from Mr. *****. Once received it will be escalated to the network team.

  Customer Answer

  Date: 09/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have explained to the Freedom representative that the connection is not stable at the place where I live to make and receive calls, however, the 15 min slot where I checked the call connection, both calls from my immediate family were well received. But on weekends and day times I have tried calling insurance companies for claims and when I have to stay online for longer periods the connection gets choppy and I also face call drops which result in loss of connection with the representative and I have to restart the procedure with the bank/insurance company etc whoever I am trying to reach.
  
  Secondly, the date never works for me at home where I would need it most, the data connection is also very bad on 401 highway. I have ******** screen shots for your convenience where you can see that a ****** ******** message that I wanted to send ** ** **** ***** ** **** ******* ** **** would just not pass through the network while I was ***** ** ******* on 401 from Milton towards Kitchener.
  
  I have also ******** screenshots while I was home and trying to open a website or for that matter anything else that requires an internet connection and Freedom network either connects on 3G or H+ speed which is not sufficient or not what promised by Freedom.
  
  I request that I should be allowed to change my connection to a better provider who can cater to my needs and the hefty fine should be waived off for the handset provided by Freedom
  
  
  
  Sincerely,
  
  
  
  ******** ***** *****

  Business Response

  Date: 19/01/2024

  Freedom Mobile has agreed to take the device back. We are in process of the same. 

  Based on that we are closing this file.

  Thanks,

  Freedom Mobile 

   

  Customer Answer

  Date: 23/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Better Business Bureau:
  
  Freedom representative has asked me for my address, so that they can send me mail to collect the phone. Once the phone is received by them, they will release the "mytab" balance in their system. Then only I will be able to port my number ** * **** ******** ******* ********* However, I wish to keep the complaint open until my number is freed.
  Sincerely,
  
  ******** ***** *****
  

• Initial Complaint

  Date:17/12/2023

  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.

  My line has been cancelled on Dec 12th 2023.The line is ************.I have every difficult time to login to their system to pay the bill.The automatically payment has some reason get cancelled.I tried to contact customer to restore the line to original condition but they refused to do that.

  Business Response

  Date: 22/12/2023

  BBB Case: ****************** ***
  
  Name: **** ****
  
  The customer had a prepaid line which got cancelled. Customer wanted it reactivated. 
  
  Offer to the customer: 
  Offered to reactivate the line on the same plan with the promos and customer would top up the line. Customer has been informed that if it gets cancelled again, we will not be able to reactivate with same plan and customer would have to choose an in-market plan.  
  Thanks,
  Freedom Mobile

• Initial Complaint

  Date:17/12/2023

  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.

  I am currently in a MyTab + TradeUp Plan, and my MyTab+TradeUp End Date: Feb 10, 2024.
  - I went in-store for the ****** ** deal they have going on so I can return my ****** ** (**** ************ ** **** ** Brampton, ON *** ***)
  - They deemed my ****** ** was in good condition, and I was eligible for the upgrade
  - They start the upgrade process but run into an issue
  - They get the error stating "The submitted device model cannot be recognized in the backend system"
  - They asked me if I had ever used ***** **** or had to repair my device and I said no I never had a problem with the device
  - We call customer support and the Freedom Associate argues with Customer Support saying neither of them can fix the problem
  - I get sent to another location about the problem, and I am told that it is a KNOWN problem in their system (** **** ****** ** **** ***** Brampton, ON *** ***)
  - They submitted a ticket that has been escalated about my issue but nothing has been resolved
  - Freedom Associate said he suggested to his clients that they sell their phones through other means because of the issue
  - I am in a TradeUp contract so I cannot do that as I do not own the phone
  - If I don't upgrade before the end of my contract, I will need to pay $336
  - * ****** **** ** ** *** ******* ****** just trying to upgrade my phone and was denied an upgrade ** ** ***** ** ** *** * ** ** * ***** ***** ** ******* ****** *** ***** ** ***** ** ******** * **** *** **** ** ********* ********** ** I am trying to get a cheaper plan
  - I seek a resolution, compensation or discount ***** *** ******** **** *** ****** ** * ** *** ********* * **** **** ******* ***** *** * ** ****** *** ************ ** ***** *******

  Business Response

  Date: 03/01/2024

  We have resolved this issue with the customer.

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have not received any kind of message or notification of the problem being resolved.

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

• Initial Complaint

  Date:06/12/2023

  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.

  Purchased new phone took 36 hours to port numbers. Service does not work and unable to return phone. Provider does not resolve issues and service does not meet price Paid monthly
  
  **** ** **** * ****** ***** 

  Business Response

  Date: 08/12/2023

  Good day ****, 
  
  
  Please accept our sincere apologies for any inconvenience this may have caused. 
  
  
  Allow me to address the issues that you've outlined in your BBB complaint. You mentioned that the port took 36 hours to be completed. Based on our records, the only active on the account that has a device attached to it was ported in on the same day that the request was submitted. The other line, however, which was already ported out, faced some delay initially due to the number being inactive with the old provider, as you may already know, the port can only be processed if the number being ported is active, then an unfortunate system issue was encountered on the same day that it was resubmitted and for this we do apologize. 
  
  
  Secondly, you signed a customer information agreement on 10/8/2023 outlining the 24-month commitment. Our buyer's remorse policy is only 15 days from the start of the term. You can cancel your service; however, this will come at the device's expense as stipulated in our terms of service which was also included in the CIS that was sent the day you signed. 
  
  
  Lastly, I'm only seeing 1 report of the service issue you're facing. We would love to perform some troubleshooting with you to determine what's causing the issue you mentioned. Our care teams are trained to perform in-depth troubleshooting and if needed they can raise service request tickets to be escalated as required. 
  
  
  As a courtesy, I have added an additional $5 discount towards your line for the remainder of the term. 
  
  
  Please don't hesitate to reach out to our care teams if you have any questions or concerns. 
  
  
  Kind regards,
  
  

  Customer Answer

  Date: 08/12/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the information provided from Freedom mobile is not correct. I have called multiple time about service issues.  And there was a 36 hour delay to port both numbers.  Over Thanksgiving weekend

   

  I have left them for my provider as it is not reliable. My husband however is stuck within a contract. On Dec 1st we both had no service through out the day.   And I terminated one number same day.   I have made 3 other calls regarding this and my spouse's number.   To which I was informed to have him use a pay phone if service is not working.  * ******* ** ** ******** *******
  
  
  
  Sincerely,
  
  
  
  **** *****