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:30/05/2023

  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 Mobile charged me over $70 in roaming data fees that my boyfriend and I were given misleading information about when we wanted to know rates before using the roaming data. Customer service mislead, **** to, and withheld crucial information from us, leading to these excess charges. We switched providers and customer service was made aware before we switched that we were going to, to which they spammed me with messages trying to get me to cancel as soon as possible, when the rep knew and withheld the information that it would be nearly impossible to dispute if my line with Freedom was canceled.
  I would like to pay out my final bill for the $22.37, as well I am willing to pay for the 2-day add on price of $14.00(plus tax) that the roaming charges would have cost if we had been given the correct information and not misled by their customer service reps. They are trying to charge a final bill of $90.90, which they have also lied about being able to adjust, as before listing my complaint here they stated they would only be willing to deduct $10 from the over $70 in unexpected roaming fees they have charged me, a result of their employees mistake and lack of communication skills.

  Business Response

  Date: 31/05/2023

  Date: May 31, 2023 
  Name: ***** ***** 
  Account: ************** 
  Issue: pay per use charges 
  BBB Incident Number: ******** 
  
  Customer’s complaints:    
  • The customer disputed the $87 pay per use charges for roaming and claimed that they were misnformed. 
  
  Freedom Mobile’s recommendation:     
  We have waived the charges as an exception.   
  The current balance is $90.89. $100 was applied to the account. 
  The difference of $9.11 will be sent as a refund cheque.  
  
  Please accept our sincerest apologies for any inconvenience this has caused. 
  
  
  Kindest Regards, 

  Freedom Mobile Executive Office

  
  

  Customer Answer

  Date: 31/05/2023

  
  
  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:23/05/2023

  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.

  A few months ago I left ***** to switch to freedom because they had a good plan and I was told I have coverage in my area, I wasnt told I would have to purchase nationwide data along with my regular freedom data just to walk down the street. I called customer service and asked them to add the equivalents of nationwide data that I have in freedom data for no extra cost because they are not providing the service we agreed apon. Customer service kept telling me I'd have to purchase another data plan so I can have data while traveling down the street, false advertising and seems **********. I'd like them to provide 10 GB of nationwide data to replace the freedom data that doesn't work in high coverage areas. You can get the same plans from ***** and have great coverage. Freedom needs to honor their plans.

  Business Response

  Date: 05/06/2023

  Dear Sir/Madame:

  Mr. ***** has since ported out from Freedom Mobile.

   thank you,

  Executive Office

  Freedom Mobile

• Initial Complaint

  Date:15/05/2023

  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 mobile, realized my phone was locked to **** u.s.a. went to cancel my service with freedom mobile only for them to not cancel it. It took use over four times to tey and reaxg them and finally they are saying we only got your cancelation in November we had tried to cancel for moths before now they are saying we own them money around $200.00 for a reserves we didn't use. We do t know what to do and feel really upset that they are charging for something we tried to cancel and did not use once.
  Thank you for listening to us. What else can we do?

  Business Response

  Date: 17/05/2023

  To Whom it may concern,

  We have resolved this complaint with *****, the line is cancelled, and the $50.34 deposit is being issued. It will take up to 10 business days for the cheque to arrive. 

  **** * 

  Freedom Mobile executive office.

• Initial Complaint

  Date:10/05/2023

  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 signed up for service on April 23 for 2 lines, I was charged a activation fee of $45 for each line, plus pro rated charges for the month. First bill was generated on May 9 and due to the extra charges was over $250 which is my limit apparently so my phone was disconnected. They are telling me I have to pay my bill today even though my billing date is not until the 23rd of the month and will not make any concessions even though this is an oversight in their part because they didn’t notice this would be an issue when I signed up. Now I’m without phone which is causing me undue hardship and they are not willing to allow me to pay next week when I get paid or on my bill due date.

  Business Response

  Date: 17/05/2023

  To whom it may concern,
  
  The customer has filed a CCTs Complaint; therefore, we will be handling the dispute with the CCTS directly and move to close this file with the BBB. 
  
  Regards,
  
  Michael M
  Executive Office Specialist
  Freedom Mobile Executive Office

  Customer Answer

  Date: 17/05/2023

  
  
  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:10/05/2023

  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 ported my number to a new Cell phone carrier (*****) on April 3rd 2023. Prior to that I did attempt to see if Freedom Mobile would meet the offer from ***** they would not and actually agreed I should move to *****. For the record I was a customer of Freedom since 2016 and never missed or was late on a payment. My billing cycle with Freedom was from the 15th of the month. At the time I imported my phone I asked what my final bill would be both with customer service and in person at the Windsor store location. At both times I had a credit of appx. $70.00 on my "tab" and Freedom would deduct from my bill . I was assured I would provided a final bill if I owed anything, this never happened. Yesterday I get a email from a collection agency stating I owe $53.28. This is beyond disappointing after being a customer for 7 years and in the end I am being sent to collections and my credit is being effected when I am never late on any bill let alone being sent to collections for something that I was not even aware of and to boot for money owed to me. Disspointing company

  Business Response

  Date: 18/05/2023

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

  
  Ms. *********’s BBB case is in regards to the final account
  balance of $53.28. On May 9, 2023; Ms. ********* spoke to our Customer Care and
  was advised that the $53.28 balance refers to the remaining MyTab balance. Ms.
  ********* made a payment of $53.28 and cleared the account balance. Please be
  advised that there is no negative impact or reporting made on Ms. *********’s credit
  report.

  We thank Ms. ********* for her patience and cooperation.

  
  Regards,
  Freedom Mobile

• Initial Complaint

  Date:08/05/2023

  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 returned a device to Freedom however I do not have the tracking number because I lost it. I have spoken to over 6 agents who have been unwilling to resolve my concerns. I have been called by Freedom and they left a voice note confirming receipt of the device. All other agents are saying it has bot been received. The have also overbulled me by adding a connection fee that they stated have been waived. I was ******* into upgrading my monthly plan and they are also refusing to lower it.

  Business Response

  Date: 16/05/2023

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

  
  We spoke with Ms. ***** on May 10, 2023 and advised of the
  below resolution.
  1.)We have received the returned device and proceeded to clear the MyTab balance.
  2.)We cleared the account balance of $126.54.

  
  We thank Ms. ***** for her continued support and we apologize
  for any inconvenience that she has experienced.
  
  Regards,
  Freedom Mobile

  Customer Answer

  Date: 17/05/2023

  
  
  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:08/05/2023

  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 SMS stopped working with this provider and I have contacted their technical support several times and a few times my phone even got disconnected and they are still cannot resolve my issue. I cannot send text messages to anyone. I am the road away from home and need to keep in touch with family, loved ones and friends. Their system tagged me as spam when in fact the only people I have been texting is my girlfriend and or landlord or myself to set reminders and to do lists and I did not even send texts right right one of after other in less than a few seconds apart but my text messages are atleast 10 minutes or more apart and I have ONLY been texting my girfriend to communicate. Meanwhile, their own system is full of spam qnd I was forced to even cancel my Voice Mail System with them because I was getting Chinese Spam Messages and I even complained to them about it and now my own SMS/Text Service is blocked and I cannot even a text. I have talked to their customer service, then technical department and their advanced technical department and all they say sorry to year that? But sorry is not solving my problem and I have always kept my payments ontime and never had any issues and I have experienced a lot of technical issues and brought it to their attention but still nothing has been done.
  
  It is very frasturating and I am unable to do anything. What if there is an emergency? What if I need police or an ambulance or other emergency services? My calls dont go and it keeps saying calling but never calls and it gets disconnected. I even got disconnected three talking to their technical team and I could not hear anything most of the time and I even said that to them but still my service not functioning and I cannot use it. I even changed my SIM card as per their request but still not working. I have been on the phone and on hold for hours with them
  
  PLEASE BBB I NEED HELP

  Business Response

  Date: 17/05/2023

  Tell us why here...To Whom it my concern,
  Freedom mobile has gone over the SPAM blocker that carriers have in place with *****, We advised ***** to use different texting platforms when able to. SMS are unblocked now.
  
  Carriers in Canada use machine learning software systems to filter messages. These systems look at both message content and volume and behave very much like email filtering systems. Messages receive a cumulative score based on factors including how many messages have come from a phone number during a certain time period, how many similar messages have transited the carrier’s network, or do the message contents resemble known spam or unwanted messages. If a customer suddenly sees that a large number of their messages are resulting in a status of Undelivered with a 30007 error, a filtering system has probably recently identified a pattern in the messages that triggered a block. Freedom works hard to ensure that customers do not see filtering on legitimate messaging that follows all applicable rules. However, no automatic system is perfect. As such, every customer whose SMS is blocked by this filtering system is reviewed by our security team and if deemed an invalid block, the restriction is removed (this process can take 24 hours). This system remains in place to protect our network and customers alike. Since it is a learning software system, it’s focus is on unusual behavior and we are unable to provide exact guidelines, such as specific number of texts that would trigger a block since it is dependent on the individual customers normal behavior and responds to spikes or anomalies that may indicate a breach and place our network and customers at risk. We are also unable to guarantee a customer would not be suspended from service if the monitoring system were to flag their usage as suspect. A customer who contacts us regarding a block being placed on their SMS usage is reminded of our Fair Usage Policy and service restored once the customer confirms understanding of this policy.
  
  Messaging Services:
  
  Unlimited messaging services are provided primarily for messaging between two individuals. If your use of our unlimited messaging services grossly exceeds average typical consumer usage, Freedom Mobile may, at its option, terminate your service or change your plan to one with no unlimited usage components. Where reasonable, Freedom Mobile will provide you with notice of improper usage before suspension or termination of your service and, if appropriate, Freedom Mobile may offer you an alternative plan. 
  Sincierly, 
  Kate Freedom Mobile Executive Office.

• Initial Complaint

  Date:18/04/2023

  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 bought out my freedom accounts and switched to *****.
  Now freedom the company that overcharges miss bills and now tries to bill me when I am not their customer anymore. They have a collection agency called *** that is now harrassing me for $57 my account is fully pain and all lines transferred to a new telco.

  Business Response

  Date: 21/04/2023

  To whom it may concern,
    
   Freedom Mobile has reached out to the customer in response to the BBB complaint. Unfortunately, the customer was not available.
  
  We have sent an email requesting availability and are waiting for a response. 
  
  Kindest Regards,
   
   ******* **
   Executive Office Specialist
   Freedom Mobile

  Customer Answer

  Date: 21/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  they have not resolved the issue. I have replied to their email and await their response 
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 27/04/2023

  To whom it may concern,
  
  Freedom Mobile has reached out to the customer in regard to his BBB complaint and informed him of the remaining balance of $53.27. This valid balance stems from the MyTab balance of $122.04 (tax included) billed out on 2/24/2023 when the customer ported out his phone number. Freedom Mobile's billing system has already credited the customer's account $68.77 (tax included) on 3/10/2023, leaving a balance of $53.27 (remaining MyTab balance). Freedom Mobile has offered to clear the mentioned remaining account balance, but the customer has not responded to this offer.
  
  Freedom Mobile has also informed the customer that his account has yet to be sent to collections but has been forwarded to our Pre-Collections Team, which informs customers of their owing balance prior to it being sent to collections after 90 days of non-payment.
  
  In an attempt to resolve this matter, Freedom Mobile has taken the initiative to clear the balance as a goodwill gesture to avoid the customer being sent to collections.
  
  Based on the above explanation, Freedom Mobile considers this complaint to be resolved, and the customer owes nothing to Freedom Mobile. 
  
  Kindest regards,

  Customer Answer

  Date: 02/05/2023

  
  
  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:17/04/2023

  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.

  February 14 2023,
  I went into Freedom Mobile located at **** ***** ******** ***** *** **** to hook up a cell phone on a prepaid plan. The employee put in my autopay information then the manager asked if he tested a sim card in my phone the employee said no the manager told him to test one. The sim card didn't work in my phone so we stopped the account and that was supposed to be the end of it.
  
  March 12 2023
  I was charged for $32.50 for autopay on an account I didn't have. I messaged customer support they apologized and said that they would send it to the refund department for a full refund and turn off autopay and when the refund department got back to me to call in and cancel the line.
  
  April 12 2023
  I was charged 32.50
  
  April 15 2023
  I noticed the charges on my bank so I messaged Freedom Mobiles customer support again. They told me they couldn't refund me and that autopay was never turned off. I ask for my money back and am informed they cannot refund me. I reiterate that this is all because there employee made a mistake and they continued to tell me they couldn't refund me.

  Business Response

  Date: 18/04/2023

  
  Name: ******* ******* 
  Account: ************** 
  Issue: prepaid line over-payment  
  BBB Incident Number: ******** 
  
  Customer’s complaints:    
  • The customer complained about the failed cancellation of the prepaid line which resulted in payments being pulled.  
  
  Freedom Mobile’s recommendation:     
  We have confirmed that the line is cancelled.  
  We have made an exception to send a refund cheque of $65 to the mailing address as provided.  
  
  Please accept our sincerest apologies for any inconvenience this may have caused.   
  
  Kindest Regards, 
  
  ***** Executive Office Specialist, Customer Care 
  

• Initial Complaint

  Date:10/04/2023

  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 July 20-25 I was on a trip to New York and my service had not been working. I had tried contacting freedom multiple times to get my service working again and it did not work till July 26. After I had returned to Canada. I had been a loyal Freedom Mobile customer for 6 years and this business was supposed to be committed to helping me find a resolution for my issue quickly as I was in the states and my safety comprised as I had no service to call anyone or use it for gps direction. I am deeply disappointed in this company and it’s failure to provide a service I pay them for. I was billed $316.01 for services used in the states, but It does not make sense as I wasn’t able to use my service until the 26th. I tried calling and finding a solution to this issue for weeks with freedom I talked to representatives, and supervisors who all said I had to pay the bill. I usually pay $50 for my monthly service and was expecting to pay $100 for roaming fees in the US. I was only willing to pay services that I use. It it unfair on my part because I have tried to explain my situation with them and the representatives and in store representatives have been no help and met with unprofessional service. I have since then switched service providers and transferred my number. I am reaching out to the BBB to help me as they have now sent me to collections (******* ***** and now this will be affecting my credit score. My account at Freedom is under my name: ****** ***. My phone number is **********. I am no longer a freedom customer so I am unable to log in to find an account number but I think the phone number will suffice. Please contact me if you need anymore information, thank you.

  Business Response

  Date: 17/04/2023

  BBB Case: #******** (complaint ID)
  
  Name: ****** ***
  
  The customer had US Roaming Pay Per Use charges of $203.30 and monthly charges accumulating a total balance of $313.90.
  
  Offer to the customer: Spoke to the customer and explained that US charges are valid charges and that customer had MRC as well. 
  Customer said line was suspended and opened a prepaid account. Agreed to have the customer pay $58.80 and credit the 
  rest of the charges to clear the account. Customer accepted.
  
  Thanks,
  Freedom Mobile