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:28/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account with Freedom Mobile in April 2023, and there is a credit balance of $174, I call Freedom in May, Freedom said your refund is in progress, please wait for 4-6 weeks, I waited. I called again in June, Freedom said they have to verify my home address, I did, and wait for another 4 weeks, I called again in July, Freedom said it is easier to refund back to my credit card, I did. Since I gave them my credit card, I waited for another 2 weeks, I called again, in July 12, case #********, Freedom said please waited for another 5-7 business days, I called again in July 19, case #********, another 5 days, I called again in July 21, another 5 days, I called again in July 27 (today), Freedom said now they will send me a cheque in 4-6 weeks !!!!!
  
  How much longer I have to wait, I am losing my patient, it has been more than 3 months, please help.

  Business Response

  Date: 31/07/2023

  Dear Sir/Madame:

  We have contacted Mr. ***** to advise him that a refund to his credit card has been issued.

  Mr. ***** accepts this a resolution to this complaint.

  We apologize for the inconvenience.

  Sincerely,

  ******* *

  Executive Office 

  Freedom Mobile Inc

  Customer Answer

  Date: 31/07/2023

  
  
  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:29/06/2023

  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.

  I intend to lodge a compliant against for the numerous times I had to contact Freedom to port my number to another provider. I had initiated transfer on 27Jun at 5 pm waited 90 mins then a second time at 7 pm and waited 90 mins and then repeat it again the transfer process at 930pm for all my 4 lines with Freedom. My account number is *****************
  
  You can read the notes on my Freedom file (**********) and the fact that service agents or their supervisors do not follow with customers when the line disconnects and customers have to call again and repeat the their cases multiple times to different agents.
  
    Then at 10 pm PST when I called to speak to an agent, Freedom was closed.
  
  Then on 28 Jun, I spent 3 hours with different agents and supervisor to assist me with a manual port as the automated system was not working the previous day.
  
  I would like to be compensated for hours of frustration I suffered in trying to port my 4 lines from Freedom. If I not compensated I will voice my dissatisfaction of Freedom service on social media and the **** so that prospective customers will be reluctant to accept or use Freedom service options.

  Business Response

  Date: 07/07/2023

  Dear ** ********* ********,
  
  Good day to you.
  Let me start by extending our sincerest apologies for the
  inconvenience the port issues may have caused you. Upon review, it looks like we
  were experiencing some porting issues at the time of your port request which is
  the reason why the initial ports failed.

  It is not standard practice for agents to not call back when
  the call disconnects. I will take this away and locate the calls that you were
  referring to so we can treat those as a training and feedback opportunity for
  the agents involved.

  I understand you’re seeking compensation for the issues
  brought about by the porting of your 4 lines. Upon checking, it looks like the
  4 lines have been successfully ported out and cancelled on our end. 3 of the 4
  lines however had existing tabs which were supposed to be completed on
  8/26/2023 and each had a remaining balance of $96 before taxes.

  As a result, your account incurred a charge of $322.56. We
  can wipe this balance away as a courtesy for the experience you’ve had leading
  to the port out.

  We will clear the balance on the account because of the
  cancellation of the 3 lines early into the term and we’ll consider this matter
  resolved.

  Sincerely,
  *****
  Freedom Mobile
  Executive Office

  Customer Answer

  Date: 18/07/2023

  I refer to the above compliant.
  
  It has been resolved with Freedom.
  
  Thanks

• Initial Complaint

  Date:22/06/2023

  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 purchased a prepaid plan from Freedom mobile for my son the original plan was purchased in June 2021 for one year. In June I did not renew the plan until September 2022 when he returned to school for another year. Yesterday June 21, 2023 my son's phone was deactivated because they say his contract is up. It's prepaid and I renewed in September so there is 3 months of no service but I payed for them and Freedom refuses to honor my 1 year plan. How is this right? Where is the justice to us consumers. I'm a single mom it's hard as it is without big corporations taking advantage of the little people.

  Business Response

  Date: 26/06/2023

  Dear Sir/Madame:

  We have spoken with *** ******* and explained that the anniversary of the account will always be in June regardless as to when she adds money.

  We have added a credit of $40.00 to cover the months she lost when she added funds in September instead of June 2022.

  thank you,

  Executive Office

  Freedom Mobile inc

  Customer Answer

  Date: 26/06/2023

   
  
  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:22/06/2023

  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 callled Freedom Mobile on Saturday June 17th to inquire about purchasing a top up of data for my son’s phone.
  The service agent on the other line offered a 1 gig plan for $15. She then transferred me to a secure payment department where an automated system asked me to put in my credit card information. It he automated system then informed me that my card had been charged $250. I received a call promptly after this and the sales agent I spoke to told me that my card had been erroneously charged $250. I should call back in 2 hours and the change would be reversed. I did so and no one was able to help me. They said there was no record of the charge. I called my credit card company and the charge had went through on June 18th. I attempted to contact freedom mobile number n numerous occasions and had three long phone calls and text chats on June 20th. Still no one was able to resolve the erroneous charge. I called Freedom mobile 3 time and was hung up on each time after being hold for 20 minutes each time. Freedom mobile has not taken any responsibilty for the erroneous charge and has refused to do anything about it proactively. I was told to take the issue up with my credit card. The issue has yet to be resolved.

  Business Response

  Date: 08/07/2023

  Mr. ********* complaint is with regards to the payment of $250 which was not reflecting on his Freedom Mobile account. 

  Freedom Mobile apologized for the inconvenience caused to Mr. *******. We advised Mr. ******* to do the charge back of $250 through his credit card company. Mr. ******* advised that he has initiated the charge back. 

  As goodwill gesture we offered top up credit of $50 which Mr. ******* accepted.

  Based on the explanation provided above Freedom Mobile considers this case to be resolved.

  Thanks,

  Freedom Mobile 

• Initial Complaint

  Date:20/06/2023

  Type:Product 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.

  Consumer Alert ******************
  I was with freedom mobile and prepaid money on my acct well during a police call had no service on *** ** ** ******** now I have $49.85 cash in credit they say because I went to a different provider they will not return my money and this is their policy across the board
  **** **** **** **** ******* **** **** *** ***** ***** **** ** ******* ******* ** * **** **** ** *** **** ******* **** ***** **** *** ***** *** **** This is Ludacris not to mention took me 3hrs last night because they played phone rag not wanting to give ke it but instead refused to and them tried offering me loyalty perks to stay *** ******** ******* ****** ** *** *** **** ****** *** **** *** ******** ***** ****** ***** ******* **** *** **** *** ** *** *** **** ******* ** *** ****** ********* **** ***** ***** ** ***** **** *** *** ****** **** *** **** ***** **** **** ***********

  Business Response

  Date: 08/07/2023

  Mr. *********** complaint is with regards to the top up refund post service cancellation with Freedom Mobile. 

  We offered refund of $49.85 in the form of cheque. Mr. ********* accepted the offer. 

  Based on above Freedom Mobile is closing this file as resolved. 

  Thanks,

  Freedom Mobile 

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not sent any money as of yet when they do I will notify BBB accordingly until then this matter is not closed until I receive cheque which they promised would be here in 4-5 days that was well over 2.5 weeks now 
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:19/06/2023

  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.

  June 17th 2023
  
  I have been paying $9 monthly (+tax) for repair coverage to Freedom Mobile. Freedom Mobile will not honour repairing it, replacing it or offer a refund, claiming this only applied to my original phone from 2015.
  
  I purchased a **** *** Compact phone from third party May 17th 2018 and promptly brought it to a Freedom Mobile store, **** store at the time, to swap the SIM card. Apparently the Protection Plan would not apply to a new phone yet I wasn't informed of this by staff. They have continued to charge me $9 a month (+12% taxes) until June 17th 2023 (61 months total). $9 x 1.12 x 61 months = $614.88 total.
  
  I contacted them at 1-877-946-3184 today and spent over an hour with them, first with representative ***, then with Supervisor *****. They claimed my phone could not be serviced for repair as it was not the original phone I made my initial plan with.
  
  Why did they continue to bill me for a service that is not applicable? Why did the staff not inform me in 2018? Today the staff said that the insurance was non-transferable after they continued to charge me monthly ever since. I asked ***** for a repair or replacement for my **** phone under coverage of a protection plan or refund of the monthly amount as credit. ***** said neither could be done and they could not help me, why then did they continue to collect monthly fees for their third party insurance plan? Freedom has my money not the insurance company. Freedom has been collecting the protection plan all this time.
  
  * **** ******** *** ****** ******* ** **** ** *************** ** ** **** ***** ** **** ****** **** ******* **** *** ******* ** *** *** ***** ***********

  Business Response

  Date: 23/06/2023

  To whom it may concern,

  Freedom Mobile has issued a refund for $614.88, when we applied the refund, part of it went to the account balance $49.28. *** ******** refund check amount will be for $565.60.

  Sincerely,

  **** *

  Freedom Mobile Executive office

  Customer Answer

  Date: 23/06/2023

  
  
  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:12/06/2023

  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.

  On June 1st 2023 I was told within 7 day to pay 556.32$ in order for my cell services to be restored. As you can see I paid the full amount of 556.32$ on June 6th.
  
  They still cut off my service as of today June 9th, 2023 and said that their representative gave me incorrect information. Now my services have been cut off again even though I paid what I was told to. This is wrong and I feel ******* by them. I honored my arrangement and they did not.

  Business Response

  Date: 20/06/2023

  Dear Sir/Madame:

  We have spoken with *****. Freedom Mobile have agreed to give her the time she has requested to pay her balance.

  Thank you,

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

  Executive Office Specialist

  Freedom Mobile Inc

  Customer Answer

  Date: 20/06/2023

  
  
  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:06/06/2023

  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.

  Signed up with Freedom on May 4th/23. To sign up was $58.00. I was to pay $33.90 a month for phone and text. The next payment is June 4th/23. I received a notice on the 2nd of June/23 to pay the $33.90 that day. I paid them $33.90. To my surprise, they went into my bank account and took out another $33.90 on the afternoon of the 3rd. This was a mistake. And I want my money back and my account closed. I don't trust them and l do not want them to have access to my bank account! They don't want t let me go. I want my money, you just can't take money ad-hoc. Nothing was due until the 4th of June/23 **** *** **** ********.

  Business Response

  Date: 09/06/2023

  Dear ***** *******, 

  Freedom Mobile apologize for the inconvenience caused to you. 

  Please be advised that your last 2 payments of $30 each has been refunded in your credit card. Please allow 3-5 business days for the funds to reflect in your credit card account. 

  Regards,

  Freedom Mobile 

   

• Initial Complaint

  Date:01/06/2023

  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.

  I have received an email about my line being cancelled on may 20th. Confused, the same day I called Freedom customer service and they informed me that my auto-payments were not going through. Upon checking this issue with my bank I offered to pay the amount overdue given that it was the first time I was being notified via email about any issue with my payment, the agent told me I owed $569 and change for breaking the contract, I spoke with a supervisor named **** who after explaining my situation said I could reinstate my account by paying $187 and change which was the overdue amount and he would get tech to reinstate my line. When he transferred to make a payment the call dropped, spoke to another supervisor who told me first yes and then it's not possible because my contract was ending in a month which was not true and he was talking about another line. Spoke with ***** who said she will submit a ticket and provided case number: ID ********* for tech to reinstate my line including my confirmation of payment which is: ******. I have asked her several times on the recorded line if by paying the 187 and change then everything would go back to normal or the contract would still get cancelled and I was still going to be required to pay the 569. She assured me it was only the 187 and that it would take 7 natural days to reinstate my line. Today, after 9 days I still don't have service despite paying over the phone as requested and was given wrong information by multiple agents and supervisors promising all is good, deceiving me to take a payment as I contacted by chat *** who said I owe 381.76 to reinstate my line and transferred me to supervisor ****** who after all my efforts explaining repeatedly the same, gave me no solution. Asked to pull up the calls to verify and this was denied to me and just wanted to get off the chat. So I have paid an amount to recover my service and I have no service and still owe an amount supposedly. * *** **** **.

  Business Response

  Date: 02/06/2023

  To whom it may concern,

   This case is resolved.  We have made changes to ********* line it has been reactivated; the tab has
  been reattached she will pay $0 monthly for the phone. Auto pay has been set up
  again and the digital discount $5 off has been applied. Your new rate plan is
  the unlimited 40GB Canada and USA this includes the Nationwide network. Once
  you have gone through the 40 GB the data will slow down. 

  Sincerely, 

  **** * 

  Freedom Mobile Executive office. 

  Customer Answer

  Date: 02/06/2023

  
  
  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:01/06/2023

  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.

  Freedom Mobiles system recognized text in a group chat as pictures and charged me for nearly 700 pictures. All they would do is offer me a 70 dollar discount refusing to investigate the issue. I even offered to take the phone to a local freedom store so they could look in to it. This was completely ignored. I have the text on my phone and it can be clearly seem that there were very few pictures. Also pointed out that the account showed 74 texts and claimed there was nearly 700 pictures in those texts. Again completely ignored.

  Business Response

  Date: 08/06/2023

  
  BBB Case: ********  (complaint ID)
  
  Name: ****** **************
  
  The customer had charges for MMS texting for using group messaging and picture messaging and wanted a refund. 
  
  Offer to the customer: 
  Advised customer that their plan did not include free MMS and any group texts were taken as MMS. 
  Customer has been with us since 2012 and has had no major issues. Offered to credit the charges on the bill for $138.10 + taxes
  Also cleared any unbilled charges of MMS texts.  
   
  Thanks,
  Freedom Mobile

  Customer Answer

  Date: 08/06/2023

  
  
  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.
  
  
  I did point out I was in 3 group chat and this issue only occurred with one. So their claim that MMS group was not covered is incorrect. The only difference between the 3 group chats was one I had sent a few pictures. The one in question. The other two group chats did not result in any charges.
  

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