Business Profile

Telecommunications

Freedom Mobile

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

306 total complaints in the last 3 years.
95 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/12/2023
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.
i was unable to renew my monthly service because of a lack of funds and was denied service which i understand. I was not able to reactivate until the 10th of the month and was charged a full months payment for only 20 days of service when asked about that was told that is their business policy so there was nothing they could do besides charge for a full month while only providing service for part of the month.
Business Response
Date: 07/12/2023
Dear *** ********,
Freedom Mobile apologize for the inconvenience cause to you.
This is with regards to or query for the top up made on the line ###-###-#### on November 10th instead of November 1st. Please be advised that if the top up is made within first 10 days of initial top-up date, then full top-up is charged. This is as per Freedom Mobile's Terms of Service, details and link to access the policy is given below-
****************
Topping up for a partial month
If you top up after your top up due date you will still need to pay 100% of your monthly plan and add-on fees. However, after your service is reactivated, we will prorate the monthly fees and provide a credit to your top-up balance based on the following schedule:
1-10 days past due: None
11-20 days past due: 33.3%
21-30 days past due: 66.6%
As one time goodwill gesture I would like to offer you full credit of $24 on the line ###-###-#### which can be used as next month top-up. Credit will be applied as soon as we receive confirmation from you.
Regards,
Freedom Mobile

Customer Answer
Date: 08/12/2023

Complaint: ********

I am rejecting this response because:
they are following a script its a response that only favors their company with out any regards to the customer they cut service as soon as they can but still want to get paid for it

Sincerely,

*** ********
Business Response
Date: 14/12/2023
We respect your rejection but this our policy.
Thanks,
Freedom Mobile
Business Response
Date: 21/12/2023
Please check Freedom Mobile Terms of Service on -****************The terms and conditions of service (the “Terms”) govern the Customer's use of the Services.

Customer Answer
Date: 22/12/2023

Complaint: ********

I am rejecting this response because: im tired of this they are never going to do anything about it or admit they did anything wrong if i had done it i would get hit with a deceptive business practice claim but they wont so whats the point

Sincerely,

*** ********
Business Response
Date: 22/12/2023
Freedom Mobile is closing this file.
Initial Complaint
Date:12/11/2023
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.
11/11/2023 I called Freedom Mobile to add roaming to my plan for an upcoming trip I have to Mexico.

I was told that I was in some sort of a plan that doesnt allow roaming (Was never disclosed before I signed up)

I asked to find a way to change the account so I was eligible. Including paying more money, doing credit checks etc. I was open to finding a resolution.

In the end I was told nothing could be done to change my plan and this I was unable to Roam while away ** ** ****** ******* ******* ** *********** ** ****** *** ******** **** * ***********
Business Response
Date: 22/11/2023
To whom it may concern,

Spoke with ***** on Nov 17 we change the account to a Prepaid account from a postpaid and put the plan to the one that he had been trying to Nationwide 50GB us and Mexico plan. have sent Feedback to the agent that he had spoken with.

Kate B Freedom Mobile executive office
Customer Answer
Date: 22/11/2023

Complaint: ********

I am rejecting this response because: My complaint originated because I was locked into a Freedom Mobile policy ******* ******. Freedom can speak with all of the agents I spoke with but it doesn't fix or help with the fact that Freedom locked me into a policy ******* **** ******* ** **** **** ***** *** The consequences of their original actions required me to accept accommodations for Freedom's lack of communication *** ***** *** ******* ** * ***** *** *** ********** **** ******* ***** * ****** **** ********** Freedom did solve once of my two challenges to date.

Sincerely,

***** *******
Initial Complaint
Date:02/11/2023
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.
I just bower ****** ** from the source with freedom mobility, and I was unable to pay on time but I paid the full amount in 2020 so the collection was paid fully but still collection shows on my credit report. I want to delete it from my credit report because it has been more than three years and I had paid fully. Please delete the collection from my credit report.
Business Response
Date: 07/11/2023
Dear ******** ***** ****,
We have verified your cancelled Freedom Mobile account from our back office. This is to confirm that the collection flag has been removed from Freedom Mobile' side; however, we don't have access to customer's credit bureau files.
Kindly contact your credit bureau to get information on the timeline they follow to remove the remarks on the customer's file.
Regards,
Freedom Mobile
Initial Complaint
Date:16/10/2023
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.
******* *** ****** *** ** *** ***** ******** ********* ** ******* *** *** *********** ****** ***** ***** ****** **** ********* ** ****** *** They advertised an upgrade to me a couple of months ago, and ever since then I have had nothing but problems.
1) The ******* they have working at their store asked me to get a device protection plan that would cover ALL costs if my phone was damaged or stolen. **** ** * ******* ***.
2) Shortly after getting my phone, I noticed my service no longer works specifically in my area. I called them NUMEROUS times for months complaining about this, and all they did was troubleshoot and give temp solutions. On August 30th, 2023 I finally said enough was enough and that I no longer wanted to continuously troubleshoot because the issue is coming from them clearly. They opened a service ticket and the agent told me someone would call within a couple of week. I had to call back and someone else **** to me that I would be contacted in a week. I called back and asked for a supervisor who told me that the issue may take 12 months to resolve. I asked them to dissolve my contract and I would return the phone and they told me it had just been over 3 months since getting the phone and could no longer return it. So these people heard me complaining for 3 months, and waited the 90 days before telling me it would take a year to fix the tower in my area. Now I am stuck in this contact for no reason. No matter what situation you are in. ** *** **** *** **** **** ******** They want me to pay them $1,700.00 to be out of this contract that they are not honoring.
Business Response
Date: 24/10/2023
BBB Case: ********

Name: ****** *******

Customer has been facing network issues in his area due to a cell tower issue in the recent months.

Offer to the customer:
- Offered to refund the last payment on the account for $212.47 and clear the August invoice.
- Offered to accept an early return for the device through a prepaid shipping box as the customer wanted to change providers.
- Customer agreed to the solution and will return the device.

Thanks,

Freedom Mobile
Customer Answer
Date: 27/10/2023

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:16/10/2023
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.
I have been a client of this service provider since 2012. About 4 years ago, I purchased a new phone under an agreed payment plan of 2 years. Freedom Mobile encouraged me to also purchase insurance with the understanding that the phone will be fixed or replaced in the event of a damage to the phone. At the time of this transaction, I was not informed that the insurance was outsourced to a 3ed party.

In August 2023, my phone got damaged and all attempts to get it resolved with the Freedom mobile or the 3rd party "********" was unsuccessful. No one wanted to take the responsibility.

*** **** ********** ***** I heard when I contacted ******** was that my insurance expired and was cancelled by Freedom when I paid off the phone more than 2 years ago!

I then presented this information to Freedom Mobile and asked for the refund of over $200.00 being the insurance that they have been charging me monthly but did not provide any insurance to me as confirmed through their partner, ********. Please note that Freedom Mobile has been charging me $10.00 every month till date!

** **** ******* ***** ******** ** ******* ****** *** ******** **** **** ******* *** **** *** *** ******* ** ******* *** ******* Freedom has also caught off my service because I suspended paying anymore fees until either they refund me all the money I paid for the insurance or replace my phone.

I will appreciate if this will be looked into. I would like a replacement of the phone or a refund of all fees for the insurance paid from when I purchased the phone to date. Thank you!
Business Response
Date: 16/10/2023
October 16, 2023

Customer: ****** ********
Account: **************
BBB COMP: ********
********* ******* ********

Customer’s Complaint
The customer complained about the rejected
phone protection claim.

Freedom Mobile’s Resolution:
We have confirmed that the protection claim has been active since August 2, 2018, under imei ***************.
We have confirmed that a new imei *************** was used on November 11,2022 which transferred the phone protection plan to the new device in use.
We have made an exception to refund the last 2 years of phone protection plan fee of $9 per month for a total of $226.8 after taxes.
The account had a balance of $114.01 and sent the difference of $112.79 as a cheque which will be received within 3 to 4 weeks.
Line has been reactivated.

Please accept our sincere apologies for any inconvenience this has caused.
Kind regards
Customer Answer
Date: 18/10/2023

Complaint: ********

I am rejecting this response because: the explanation provided about use of a different phone in November 2022 is not true. I transferred my SIM to a different phone in August 2023 after Freedom refused to process my claim. The answer provided by Freedom in justifying their continuous billing for the protection plan is unacceptable. ** ** ******* ***** ** ******** ** ****** **** ******* ************ *** * **** *** **** ******* **** ** ** *** **** ***** The protection plan was never transferred to a different phone. I was told that it had expired not transferred!
Regardless, I am ****** to accept the company's offer as indicated in their response ** * ** *** **** *** ****** *** **** ** ****** **** ****** ********

Sincerely,

****** ********
Initial Complaint
Date:06/10/2023
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 lost my phone earlier this year and bought a new one from Freedom with new number cancelling the old number. Everything was fine until May when I received an email saying I owed $57 when my monthly charge is $24. I went to the store and they told me to disregard and I paid my bill, the same happened in June with the same result. Then last month I got emails from a collection agency saying I was in collects for $57 to Freedom, then I got phone messages saying my phone would be disconnected in 24 hours. Freedom never advised me of the collection agency or called me about the issue. .I called customer service and they advised after two calls that the bill was for the old number and they could do nothing about it once it was in collections I went a store and they said the same thing. The bill is now $81 for a number I don't remember and was cancelled earlier this year. I would like Freedom to remove the charges and remove me from collections. I have been a customer for over 8 yeas and would expect better customer service than is provided.
Business Response
Date: 10/10/2023
Hello

We have cleared the final balance and advised all collections team that no further action is required.
thank you,
******* *
Executive Office Specialist
Freedom Mobile Inc
Customer Answer
Date: 10/10/2023

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:29/09/2023
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.
I called Freedom Mobile almost a year ago because I was moving to the Netherlands for work. I specifically called them because I wanted an alternative option to a monthly plan because I would not be using the phone in Europe but wanted to keep the number for when I return to Canada.

The agent told me they would switch me to a plan where they would charge me $100 for a yearly plan, which was the cheapest option. I agreed.

I came back September 26th only to find that my account was cancelled and closed January 2023 and my number was removed. I called customer service and they said they changed my plan without charging the credit card so I never paid the $100 and they gave the number to someone else and nothing could be done. Additionally they said that if I wanted a new number they would not be waving the $10 line activation fee.

* **** **** ******** ***** **** *********** *** ********* *** ************** *** * **** ** *** ******* ** ***** ** ****** ** ******* *********** *** *** ** ******* *** ****** ** *** **** **** ****** *** **** ***** **** **** **** * *** *** ***** **** **** ** ********** ********
Business Response
Date: 04/10/2023
BBB Case: ********
Consumer: ****** ******** *****

******'s BBB case is in regards to the previous phone number that is no longer available.
We sincerely apologize for the inconvenience however we are no longer able to retrieve this number.
Please be advised that we did not receive a top up to keep the line active when the line was migrated as Prepaid.
We wish to offer a credit of $50.00 as a goodwill gesture.

Regards,
Freedom Mobile
Customer Answer
Date: 04/10/2023

Complaint: ********

I am rejecting this response because:
When I called to change my plan, my credit card should have been charged when it was changed. *** ************ to change my plan and not charge me as they should have and I expecting to be was the fault of Freedom Mobile.
Those calls are recorded and Freedom Mobile should go back to their records and investigate both the notes in my account and the recordings from my conversation with customer service.
** ********* *** **** *** **** ***** ** ********** *** *** **** *** ****** ** ******* *** ********** ** ******* ** ***** *** ******* ***** ************ ** ****** ** ************ * **** **** * *** ** ***** **** ********** *** ** ** ****** ***** ******** ***** **** ********* **** *** **** *********
Regards,

****** **************
Business Response
Date: 19/10/2023
BBB Case: ********
Consumer: ****** ******** *****

We sincerely apologize for the inconvenience that ****** has experienced. As we have mentioned, we did not receive a top up to keep the line active when the line was migrated as Prepaid. We still wish to extend a credit of $50.00.

Regards,
Freedom Mobile
Customer Answer
Date: 20/10/2023

Complaint: ********

I am rejecting this response because:
Nothing has changed. The exact same resolution is being proposed that I already rejected. I requested a service change and they had my credit card information to charge me and didn't when they should have. **** *************
Sincerely,

****** **************
Initial Complaint
Date:12/09/2023
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.
In May of 2023, I started getting emails that I was eligible for an upgrade to the devices on our plan. I spent until August trying to get my device upgraded because they didn’t have the phone I wanted in store. I went to literally over 40 stores between Toronto, Guelph and Niagara Falls between May 30 to August 4 trying to get my upgrade online or in store only to be told no one had the phone I wanted even though they continued to send me emails and texts about the ****** *** *** (I am still getting texts and email adverts about this deal, that they have no intention of honouring). Finally one of the ******* reps told me I can get the phones I wanted through **** ***. So, August 5, 2023, we go to **** *** at the ******** **** ******* We finally got the phones and traded in our old phones but never got the trade in value. We should have been charged $27 a month but are being billed $53 a month. A rep at the office of executives promised to make sure we got our trade in price but it still hasn’t happened. They HAVE our old phones and now they are over billing us. I won’t pay a cent until they keep their promise. *** ***** *********** ******** *** *** ****** ** ** * ****. If this isn’t resolved, * **** ** ********* ** **** * ********* ** *** ********* *** ******* ******
Business Response
Date: 21/09/2023
BBB Case: ********
******* ** ******
Freedom Mobile’s Executive Office spoke with ******* and we
have agreed on a New Service
Agreement which is a TradeUp Program for both lines.
Freedom Mobile’s TradeUp program will provide an upfront
credit to reduce the monthly MyTab cost on eligible devices. This upfront
credit is called the TradeUp Return Value. The TradeUp Return Value will
lower the monthly MyTab payment by deferring a portion of the cost of the
device to the end of their 24-month term. Since ******* has agreed on
the TradeUP program, the monthly MyTab payment will be reduced from $53.13 to
$27.00 per month on each line for 24 months.
Once the commitment period of 24 months has been completed, they may choose from these two options, 1.) Return the device and we will waive the TradeUp
balance of $627 plus tax, or 2.) keep the device and they will need to pay the
TradeUp balance charge of $627.00.
In addition, a service credit of $183.35 taxes included as a
goodwill gesture to show our appreciation for their continued support.
We sent ******* a DocuSign to be signed, in order for us to
proceed with the changes needed as specified above.
Regards,
Freedom Mobile
Initial Complaint
Date:11/08/2023
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.
I was charged $12.41 by Freedom Mobile and I never bought anything from them. Their customer number doesn’t work.
Business Response
Date: 18/08/2023
Dear BBB:
We have contacted ***** by phone and email in order to address this complaint. We have not had a response.
Once we hear back we will proceed to assist the complainant.
Sincerely,
******* *
Executive Office
Freedom Mobile Inc.
Initial Complaint
Date:04/08/2023
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.
On May 29 th 2023, I contacted freedom mobile thru ******** to potentially do a new $50 a month plan change. When talking to the agent, I believe I was provided misinformation about what was really going to happen.
* **** ****** ****** ***** ** *** ************* I asked, what would happen if I changed my plan, to a new plan. The agent said I would then owe $972 on the my tab, She said that once I switched plans i would be either charged the full amount of the "My Tab" Or a Partial amount of the "my tab".
So I asked if she could tell me the exact amount I would owe. She said $612.
So I agreed to go ahead and switch plans, and I would owe $612, for the my tab.

well, a day later, my service got cut off, so i called them, they said i owed $612, which was from the "my tab", and i had to make a payment.
So I made 2 payments that day of $500, and $32.26.
The told me on the phone the remainder of the $612 balance would be charge on the following month. I said ok.
so thinking everything was ok, my next bill I get on July 10 th was $315.05. which made no sense to me.
So again i called them, they said it was the remaining tab and the old plans balance. which never made any sense to me, the numbers didn't add up.
Now, i got a recent bill saying i owe $79.33.
I called them again and they said, that is $50 plan + tax, plus my tab of $20 a month owing for 18 more months. I said, I paid the Tab, that I was told $612 would be charged. They said no that not correct.
So the original agent, **** *** misinformed me about all of what would happen.
They **** about the balance I would owe.
No they say I owe $20 for 18 more months for the my tab
That was never made clear.
I feel I got take advantage of. The resolution I would like is to refund the difference of money that they ****** me for
and to get rid of this $20 a mth thing for 18
when I talked on the phone call to pay the $612 they said that was all i owed
I was misinformed from start.

They gave me a case ID *********
Business Response
Date: 09/08/2023
To whom it may concern,
Freedom mobile will be sending feedback to the appropriate parties.
Freedom mobile credited the remaining tab balance $320 to release Mr. ***** from the contract.
Both Freedom Mobile and Mr. ***** have agreed on the resolution and consider the complaint resolved.
Sincerely,
Kate B Executive Office

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Freedom Mobile is NOT a BBB Accredited Business.