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Business Profile

Telecommunications

Freedom Mobile

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

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

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    Customer Complaints Summary

    • 307 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/04/2023

      Type:Billing Issues
      Status:
      Resolved
      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 paid $140 with **** debit through freedommobile.ca to renew a yearly plan that is $128.10. I clicked the link in the email sent from freedom mobile. I have a confirmation number from freedommobile.ca where I made the payment. I show a credit of $140 on my freedom mobile account. But they still say they don't see it on their end it will take 7 days to find the money. They won't renew my plan and have told me to make another payment. This is not a monthly plan it's a yearly plan, 1 payment. They did this a year ago when I got the plan. They ask you to make another full yearly payment then that one doesn't show. It took months to have the problem recified the first time and I ended up paying more then the original $128.10. I feel freedommobile.ca is ******** me.i have the proof on my end that I made the payment it shows a credit on my account online and they won't renew the plan or refund me my money.

      Business Response

      Date: 13/04/2023

      To whom it may concern,
       
      Freedom Mobile has reached out to the customer in response to their BBB complaint.

      The customer has stated that she has reached out to her bank and requested a chargeback in order to reverse her payment to Freedom Mobie.

      Therefore, we would consider this matter to be resolved in mutual understanding.

      Kindest Regards,

      ******* *.
      Executive Office Specialist
      Freedom Mobile

      Customer Answer

      Date: 13/04/2023



      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:04/04/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 an insurance plan with Freedom Mobile to repair or replace my cellphone in case of accidental damages. I have had the plan for close to 10 years. I recently called their provider to schedule repairs to my phone, and l was told l hade to mail in my phone for the repairs. The provider told me they would not provide a temporary phone while they had mine in. I explained to the provider that l did not have an extra phone to use, and that l could not afford not having one.

      When l initially signed for this plan with Freedom Mobile, one of the key selling points to me was the promise of getting a replacement/temporary cellphone if the parts were not available. I have been paying my bill on time and consistently over the years and now when l need the plan to work, l am being told no. I have called Freedom Mobile for assistance, and even went to the store to no avail. At the store l was even told that if l didn't like what was going on, l could go and sign up for another cell phone carrier.

      At this point, l just want my phone repaired noting l have paid for this service, without having to mail it in for an unspecified period of time.

      Business Response

      Date: 12/04/2023

      Date: ***** *** **** 
      Name: ******* ********** 
      Account: ************** 
      Issue: ******** loaner dispute 
      BBB Incident Number: ******** 

      Customer’s complaints:    
      • The customer complained about the inability to get a loaner device while the phone is sent out for repair. 

      Freedom Mobile’s recommendation:     
      We have offered a $10 discount for 24 months should the customer get a new device.  
      We have offered to waive the connection fee should an upgrade be made.  
      We have removed the phone protection plan and have waived off the last charge for that feature.  

      Please accept our sincerest apologies for any inconvenience this may have caused.   

      Kindest Regards, 

    • Initial Complaint

      Date:31/03/2023

      Type:Customer Service Issues
      Status:
      Unresolved
      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 does not provide the network coverage it claims.
      There are *many* dead spots, even in major cities like London Ontario.
      They have never addressed this issue in almost 2 years.

      Furthermore, they rarely answer their customer service line, even to take payment.

      Since this is a month-to-month service, I have no obligation to them after the end of each month (which is NOW).

      I want my 2 phone lines cancelled, I want the #'s released (to a new provider), and I want the credit in my account returned.

      Thank you.

      Business Response

      Date: 01/05/2023

      Freedom Mobile apologize for the inconvenience caused to you. 

      Kindly provide your Freedom Mobile account number for further action.

      Thanks,

      Freedom Mobile 

       

      Customer Answer

      Date: 03/05/2023



      Complaint: ******** 

      I don't have access to Freedom Mobile's account page, but my phone # was 1-************ until April 2023 (********).

      I don't believe they can't find my account with my full name, full address, email (***** **** **** *** ********), etc.



      Sincerely,



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

      Business Response

      Date: 15/05/2023

      Dear Customer, 

      Thanks for sharing the account information, after investigating your account we found out that you have rejected the last 2 payments. 

      Based on this Freedom Mobile is unable to offer you last payment refund. 

      Regards,

      Freedom Mobile 

       

      Customer Answer

      Date: 16/05/2023



      Complaint: ********



      What nonsense.

      My attachment shows I paid for both lines Feb 27 2023 -- that is, for the month of March 2023 -- and you cut off my service in early March.

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

      You owe me $22.60+$21.47= $44.07



      Sincerely,



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

    • Initial Complaint

      Date:29/03/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      Date of transaction: March 21, 2023
      Freedom #: ************  Paid: $157.07 Service: Prepaid Yearly Plan (includes text messages incoming/outgoing, calling out/receive calls, v/m)

      Dispute: Hello, I am extremely disappointed with Freedom Mobile. I purchased a prepaid yearly plan for $129 that would fit my needs with only calling and texting. Unfortunately, from the start of my activation on Tuesday March 21st it has never worked. The issue is that I can not call out (theres no dial tone) and receive calls (it goes immediately to voice mail). However, I can receive text and also text out. I spent many hours this past week with many representatives and also speaking with Level 2 support. In short, I’ve spent at least 8 hours online chatting and over the phone. I’ve exhausted all my choices and no one can resolve my issue. Its a long process to talk with help desk (reading off script) and very tiresome each time a person has to connect with Freedom. At this point, I want a refund for a service that has never worked for me from the beginning. My last correspondence with Freedom was today (March 28) and I spoke to someone from help desk who then transferred me to escalations department and I spoke to **** who was not helpful or sympathetic. **** stated my prepaid plan is not refundable. ****** ** * ******** ** *********** * ***** **** *** ******** ****  I also have full details of our chat conversation and notes with individuals I spoke over the phone. Thank you for your time.

      Tracking #'s:
      =>March 21 (online chat 3 1/2 hours) *spoke to ******* *spoke to ****** *spoke to ***** *spoke to ****** (Case ID: ********** =>March 23 (online chat & phone 3 hours) *spoke to **** *spoke to *** *spoke to Level 2 support (didn’t get his name) (Case ID: *********)
      =>March 27 (online chat 1 hour) *spoke to ***** **** *spoke to **** -transfered to manager (Case ID:*********)
      =>March 28 (phone 25 mins) *spoke to *** *spoke to ****-Escalations Department (Case ID *********)

      Business Response

      Date: 03/04/2023

      BBB Case: #******** (complaint ID)

      Name: ****** ***

      The customer had technical issues making calls with his prepaid number.   

      Offer to the customer: Service Tickets have not led to a resolution along with a visit to a retail store. The customer is
      still not able to make calls or recieve calls. The customer does not want to retain the service. Offered to cancel the service
      and refund the first payment made via card for $139 + taxes. Customer accepted.

      Thanks,

      Freedom Mobile

    • Initial Complaint

      Date:14/03/2023

      Type:Billing Issues
      Status:
      Resolved
      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 to add a roaming package to my phone. I called on 6 March to add the roaming package and clearly stated multiple times I needed the package to start on the 15 March (when I commenced my travel). I paid $96 for this.

      The Freedom Mobile customer service agent incorrectly added the roaming package to START on the 6 March — not the 15th. I became aware of the mistake 11 March as I was preparing for my trip. I called Freedom Mobile, they acknowledged the mistake, said it was clear I have not been travelling, but would not refund the $96. I was then forced to pay ANOTHER $96 to ensure I had the appropriate coverage on my phone to start 15 March


      Here is the case ID for reference - *********.

      Business Response

      Date: 16/03/2023

      Dear Mr. ********,

      Freedom Mobile apologize for the inconvenience caused to you
      due to activation of roaming add on before the requested date.

      We understand that the roaming add on -Big Gig Roam, INTL
      $10/Day - 8 Days $80 – was added on Mar 11th instead of Mar 15th on the line **********. Upon further review, we found out that on Mar 15th customer care refunded the disputed amount on your line **********.

      Based on the above we are closing your file with BBB.

      Regards,
      Freedom Mobile 

      Customer Answer

      Date: 17/03/2023



      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:09/03/2023

      Type:Product Issues
      Status:
      Answered
      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 ****** *** *****. I asked for a Super Fast Charger. I was given and sold what the employee claimed to be a super faster charger. I got home and immediately plugged my phone in to fully charge it. Upon charging I realized that I was given the wrong information and that the charger given was an 18w Fast Charger.

      I went to a Freedom Mobile location closest to me at the time and was denied my return due to the condition of the box which has been opened only at the top. I explained to the employee what the situation was and that I was essentially **** ** about what the capabilities of the charger were and was still denied my return.

      I work as a manager for returns at my workplace. Regardless of the condition of the box if a customer was ******** **** ** by an employee I would not hesitate to return the product to the customer. Especially when the entire purchase was well over $1,500.

      All I ask is either the ability to return my item for a full refund or given a credit equivalent to the purchase price of the charger on my next bill. I have been a customer of Freedom Mobile since 2017 and expected better customer service.

      Business Response

      Date: 10/03/2023

      FREEDOM MOBILE EXECUTIVE OFFICE   

      Date: March 10, 2023 
      Name: **** ******
      Account: **************
      Issue: denied return for incorrect charger 
      BBB Incident Number: ********
      Complaint Status: RESOLVED 

      Customer’s complaints:   
      • The customer was denied return of incorrect charger purchased in store.  

      Freedom Mobile’s recommendation:    
      We have refunded the payment of $50 plus taxes as an exception.  


      Please accept our apologies for any inconvenience this has caused.  

      Kind Regards, 

      James Executive Office Specialist, Customer Care 

    • Initial Complaint

      Date:09/03/2023

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 keeps sending me false advertisement. first they offered a ***** ***** plan on promo with a 45 dollar hidden charge.

      recently was approached multiple times for a phone offer when i looked into it it was a ploy to get me off a grandfather plan.
      shame on freedom and their business practice

      Business Response

      Date: 22/03/2023

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


      Mr. ********* case is in
      regards to the inconsistency of information that was communicated in regards to
      the hardware upgrade promotion.
      In addition, Mr. ******* has
      been receiving promotional sms which he advised to stop.
      We spoke with Mr. *******
      and advised that sms promotion has been disabled.
      We have also provided a
      promotional credit of $10.00 off for 12 months.
      Mr. ******* has accepted the
      above offer.
      We thank Mr. ******* for his
      continuous support.

      Regards,
      Freedom Mobile

    • Initial Complaint

      Date:05/03/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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 a package from Freedom mobile On Saturday Feb.25 and paid. The package was text and phone for two years. Since that time, I have not been able to text because that date the package was discontinued. The team were not aware of it. I went to the Freedom Mobil three times and the staff learned about the change in the package. Every time I attend the kiosk, the team promise me to solve the issue and call or email me.
      The issue is on going.

      Business Response

      Date: 10/03/2023

      BBB Case: #******** (complaint ID)

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

      The customer had concerns regarding correct plan on the prepaid line. 

      Offer to the customer: The plan had already been corrected and rectified by another department. As a goodwill gesture, we offered to refund the first payment made at the store via credit card as customer had been to the store and called us several times.

      Thanks,
      Freedom Mobile

    • Initial Complaint

      Date:01/03/2023

      Type:Billing Issues
      Status:
      Answered
      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.
      We cancelled our phone plans in 2021 as we moved out of the country.

      After repeated attempts to clear our accounts and ask for a final summary of closure we continued to receive bills.

      After multiple calls/chats we were told the balance was 0.

      We continued to receive an invoice even as recently as Jan 2023 for $104.12. We then just recently received a call from a collection agency. I can't explain the amount of hours we have spent trying to get this cleared up.

      This beyond frustrating. If there was a way to seek damages I would do it in a heartbeat. This has been one of the worst companies to deal with on communication and closure of accounts.

      Business Response

      Date: 13/03/2023

      Dear Sir/Madame:

      We have been in contact with  Mr. ******** regarding this inquiry.  We have requested additional information so that we may assist him.

      Thank You,

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

      Executive Office

      Freedom Mobile Inc

    • Initial Complaint

      Date:28/02/2023

      Type:Billing Issues
      Status:
      Answered
      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 paid in pull for a pre-paid unlimited talk&text plan at the Freedom Mobile downtown Toronto branch on the 24th, the line remained inactive until this day.

      Freedom customer service says "payment is not reflected on our end, you need to go to the branch where you paid to start the plan.

      Branch says "it's an error on their end, we do not take care of pre-paid plans in any shape or form"

      so I am down $120+ with no phone to use. *** ******** *** *** **** ******** **** * ******** ***** ****** ** *** *******

      Business Response

      Date: 01/03/2023

      BBB Case: #******** (complaint ID)

      Name: **** *****

      The customer had concerns regarding the payment made to activate prepaid line. 

      Offer to the customer: We offered to credit the amount as the payment had not reflected but was seen on the papers provided by the customer.
      We offered to credit the customer with a year's worth of service for the inconvenience caused.  

      Thanks,

      Freedom Mobile

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