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

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.

Initial Complaint
Date:22/02/2023
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.
In September 2022 I called Freedom Mobile to add a long distance plan for one month only. The agent told me it would automatically be removed after one month. On the contrary it remained there and another add on was added (world traveler). It is upsetting that not only did they keep billing me after I was told it would be automatically removed, but they also added a second product to my account. Asking for the refund for something I did not agree to and did not use.
Business Response
Date: 24/02/2023
FREEDOM MOBILE EXECUTIVE OFFICE

Date: February 24, 2023
Name: ******* ******
Account: **************
Issue: recurring add ons
CCTS Incident Number: ********
Complaint Status: RESOLVED

Customer’s complaints:
• The customer disputed the recuring add ons that were supposed to be cancelled after a month.

Freedom Mobile’s recommendation:
We can confirm that both reported add ons are already cancelled.
We have applied a credit of $88.14 to waive the charges for the past 6 months.

Please accept our apologies for any inconvenience this has caused.

Kind Regards,

James Executive Office Specialist, Customer Care
Customer Answer
Date: 27/02/2023

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:16/02/2023
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On December 21st I called to transfer a phone number and cancel a phone number.
Number was transfered but they said the would have to call me back for the cancellation. I never received a call.

I called back on December 31st and again tried to cancel, they said that there was no way and had to call me back within 2 hours. I gave them the proper number, but no call came.

January I saw a reduced bill so I assumed they cancelled.

February 16th 2023 I called cause I saw another bill. I called to cancel and they hung up on me.

I called back and they said it was my problem for not checking the account was cancelled. They are charging me $48.00. They have done everything to avoid allowing me to cancel. I have even been into their stores which they cannot cancel instore. I am so frustrated.
Business Response
Date: 21/02/2023
BBB Case: #******** (complaint ID)

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

The customer had concerns regarding the cancellation of the numbers on the account despite various requests.

Offer to the customer: The customer was informed that there are no current active lines on the account anymore and the customer
will receive no further charges. Offered to credit the last bill for $45.20 and the customer agreed. Customer infromed that they
might receive a final invoice detailing the same. Customer accepted the offer, credit applied.

Thanks,

Freedom Mobile
Initial Complaint
Date:13/02/2023
Type:Service or Repair Issues
Status:
UnresolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up two lines ###-###-#### and ###-###-####.They are constantly drop calls all time in home zone. I can not use the service in an emergency situation. The customer service is hopeless and can provide zero solution. Customer service *** ********* **** *** wont do anything about it. I paid sim cards and top ups .I need my money back.
Business Response
Date: 15/02/2023
To whom it may concern,

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,

Kate B.
Executive Office Specialist
Freedom Mobile Executive Office.
Customer Answer
Date: 16/02/2023

Complaint: ********

I am rejecting this response because:

I did not receive the refund yet as promised and no one reply my email unless I complained to BBB

Sincerely,

***** **
Business Response
Date: 23/02/2023
whom it may concern,

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. We have emailed ***** 02/15/2023 and 02/17/2023 and again 02/23/2023 at the email he supplied in the CCTS and BBB complaints.

Regards,

Kate B.
Executive Office Specialist
Freedom Mobile Executive Office....
Customer Answer
Date: 07/03/2023

Complaint: ********

I am rejecting this response because:

I did not receive any credit,just a waste of time.No service ,Worse customer service.

Sincerely,

***** **
Initial Complaint
Date:07/02/2023
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.
Freedom Mobile has sent me a bill via email for $100. I am unable to pay it and they are unable to send me the bill.

When getting in touch with support they say I have to get in touch with web support.
We support says they cannot send me the bill and I have to get in touch with email support.

I am unable to pay my bill and they will mess up my credit score.

Hello *******,

Thank you for reaching out to Freedom Mobile's Back Office.

We apologize for the misunderstanding; however, our Back Office team is not able to assist with billing and payment inquiries or disputes. Our Back Office team does not take inbound or outbound calls, we are an administrative team and we do not specialize in the type of assistance you are requesting.

To discuss the billing on the account, please call Customer Care or follow the link below to contact us through your preferred messaging platform.

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

We apologize for the difficulties you have described.

Kind regards,
Business Response
Date: 14/02/2023
BBB Case: #******** (complaint ID)

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

The customer had concernes regarding their invoice of $104.75 and wanted a copy of it.

Offer to the customer: A copy of the invoice was already sent to the customer and the charges were waived for it.
Contacted the customer to confirm the resolution.

Thanks,

Freedom Mobile
Initial Complaint
Date:03/02/2023
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.
Dec 27th I brought my already paid for (bought at ***** store) ****** * celluar watch to my freedom service to be paired to my ****** (Im on a month to month plan ). I paid the connection fee that day and started paying for the celluar service then to be able to tap into my data and use the sim card connected to my ***** watch.

when I left my phone I cant to use data & called in to have them trouble shoot on the first. I spoke to a techinal support staff who told me that my watch did not support the ability to walk away for the device. I continued to explain to them it was a celluar watch & that was the whole point & they kept telling me no it didnt work like that I had to use my phone with it. I asked to speak to the IT manager, They said the same thing till I started reading off ****** website and freedoms website & then they told me I was right. Then they put me on hold & said no freedom doesnt support my watch. ***** has run tests & says my watch is good

I spoke to a customer service rep who told me the same thing if i wanted the money back i had to go into store. Each person said they were taking notes. I get to the store they said no the store has no way for doing refunds they gave me a email. The email never answered me on the 2nd. A manager finally said yesou can have the refund but u have to get it take a look i told them it has already looked said there was nothing wrong it wasnt an it problem i want to cancel tomorrow he said it would take 5 minuets. I get transfered that person disconnects. I call back in im told its not it its loyalty they tell me there is no notes of what i am saying & they are putting a comment on my account to not answer any of my calls & not call back. Now they are saying no one said the watch isnt supported. I asked them to review the calls & they are refusing

I want the activation fee, the fee for the watch service & the credit on my account for the next months bill I paid ahead to be refunded to me since I want to cancel
Business Response
Date: 14/02/2023
We have cancelled the line associated with the watch and applied credits for charges billed for this line.
On behalf of Freedom Mobile, we apologize for the inconvenience.
Sincerely,
Natalie N.
Executive Office
Freedom Mobile Inc

Customer Answer
Date: 14/02/2023

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 as long as the cancellation of my phone line also is completed and the check for the credit is delivered to my home. I called in to insure the line was canceled and my address was correct on Feb 11th.

Sincerely,

****** *****
Initial Complaint
Date:02/02/2023
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.
On July 22, 2022 I purchased a pre-paid monthly plan from Freedom Mobile at their ***** ****** kiosk for $38.42. I had shown my ****** ** to the salesperson and he acknowledged that my phone was supported. I returned the next day when I realized I could not make or receive calls, but could only text. The person I spoke to at this point told me that the salesperson you sold me the plan was new on the job and that, in fact, my phone could not support this plan. He could not process a refund, however, but that the manager (who would return on July 26th) should be able to refund my money. On the 26th I returned and the manager told me that he would escalate this to the area manager to get a refund and that I should switch providers. I have, to this date, not received a refund, nor received any response from Freedom Mobile. This is despite having returned and spoken to the same manager in the mall again in December who again says he will email my information to the area manager for a refund.

Related Sale Invoice # *************
Business Response
Date: 01/03/2023
To whom it may concern,

Freedom Mobile has emailed the customer in response to their BBB complaint. In addition, Freedom Mobile has agreed to issue a refund cheque to the customer after confirmation of their mailing address.

Therefore, we would consider this matter to be resolved.

Kindest Regards,

******* **
Executive Office Specialist
Freedom Mobile
Customer Answer
Date: 01/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:01/02/2023
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.
My account was set-up incorrectly. Every month my phone service gets cut off for several hours pending on automatic top up payment being withdrawn from my credit card. Every month I call in and the amount being withdrawn is changed or the date they want to withdraw it on is changed and none of it is resolving the issue. I've spoken to supervisors every month for 4 months and nothing is resolved. I requested an escalation on Saturday from their website which advised I would hear back from them within 24 hours - there has been no response as usual. Every month I ask for the same thing I want my account set up on auto pay not top up the same as my daughter's account **** *** * ****. But no one will do it. It is ridiculous that I have to go through the Better Business Bureau to get payments to come out of my account as requested.
Business Response
Date: 04/02/2023
Dear ********** ********
Freedom Mobile apologize for the inconvenience caused to you.
Please be advised that the top up issue has been resolved since your auto payment amount has been reset to match the monthly rate plan which will deduct on 27th of each month.
Regards,
Freedom Mobile

Customer Answer
Date: 05/02/2023

Complaint: ********

I am rejecting this response because: they have not done as requested repeated since October 2022. I want my account set-up as auto-pay $25/mo not as Top-up. ***** ** *********** *** **********. Until my account is set-up the same as the auto-pay, the complaint will stand.

Sincerely,

********** *******
Business Response
Date: 08/02/2023
Dear Customer,
Please be advised that payment on your account has already been set up as autopayment.
Payment will be deducted from your **** credit card ending with ****, it will be deducted on 27th of every month. Your requested resolution has already been provided.
Thanks,
Freedom Mobile

Customer Answer
Date: 17/02/2023

Complaint: ********

I am rejecting this response because: they have not done as requested repeatedly since October 2022. I want my account set-up as auto-pay $25/mo not as Top-up. ***** ** *********** **** ******** ********* *** *********** Until my account is set-up the same as the auto-pay, the complaint will stand.

Sincerely,

********** *******
Business Response
Date: 24/02/2023
Dear Customer,
Your account is setup as autopay; however, since it is prepaid therefore in this context autopay is referred as top up.
Please be advised no more explanation is warranted in this case going forward therefore we are not going to respond to this complaint any further.
Thanks,
Freedom Mobile

Customer Answer
Date: 26/02/2023

Complaint: ********

I am rejecting this response because: per their last response they have refused to set up the account as requested.

Sincerely,

********** *******
Initial Complaint
Date:26/01/2023
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.
My grandma made a call to Malaysia by accident due to my father passing and she didn’t know she used the regular call than the ******* call . My bill is normally 200 dollars but I got charged 2000 dollars and that’s something I can’t afford
Business Response
Date: 09/02/2023
To whom it may concern,

Freedom Mobile has reached out to the customer in response to their BBB complaint. Freedom Mobile has presented alternative offers to resolve the BBB Complaint and is waiting for the customers' response.

Kindest Regards,

Michael M.
Executive Office Specialist
Freedom Mobile
Customer Answer
Date: 21/02/2023
Hey I recently received a email regarding the freedom issues and It’s still not solved I was looking more time to pay my bill since freedom only helped me remove 50% charge
Business Response
Date: 21/02/2023
To whom it may concern,

On 2/9/2023, the customer sent a written response to Freedom Mobile stating that he accepted the offer of a 50% credit toward his Pay-Per-Use charges.

A credit was applied to the customer's account on 2/9/2023.

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

Kindest Regards,

Michael M.
Executive Office Specialist
Freedom Mobile
Initial Complaint
Date:26/01/2023
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.
Nov 28, 2022 I reached out to Freedom (via webchat) to discuss Black Friday Deals I may be eligible for. At this time, I still had 11 months until Commitment End Date & $416.18 left on my tab. I inquired about down-grading my plan from $65/month to $50/month. The virtual agent assured me there would be no additional charges. My next billing cycle was 2.5x more than anything I had paid in the past.
Previous Plan: $65 (plan) + $25.84 (tab) = 90.84 + tax
Down-Graded Plan: $50 (plan) + $25.84 (tab) = 75.84 + tax
For whatever reason, I was charged a random $132 towards my tab. This didn't cover the cost of my tab, it didn't release me from my contract. I cannot understand the purpose of this charge.
After receiving this bill I reached out to Freedom Mobile:
1) via webchat
2) then my phone
3) I escalated the phone which put in contact with a lead
4) I escalated this phone and waited for a call back
5) I escalated this phone where I had to wait for a call back and they just pushed me over to someone to cancel my contract.
The reason I escalated each conversation was because no one could provide me a copy of the original webchat where agent assured me there would be no additional charges. I'm aware this information is saved, stored, and used for training purposes. And yet no one at Freedom would pull up this information. When I had to wait for a manager to call me back, this manager told me a chat agent would have access to this info however, as I stated above, I started with a chat agent who assured me they don't have access to this information. When I asked them who would, they were not sure. I keep being informed that it's "noted on my file I was aware of the charges" however, I think it's pretty clear I was not.
Business Response
Date: 30/01/2023
Dear ******* *******,
This is with regards to your escalation we received from BBB.
Freedom Mobile apologize of the inconvenience caused to you. We checked the history on your account, as per the call notes dated Nov 28th, 2022, agent did advise you that change in plan will result in adding "My tab" to your next invoice.
However, as a goodwill gesture we have applied credit of $132 on your account. Your outstanding balance has been taken care by the credit applied today and the remaining credit will be used in the next invoice.
Based on the above resolution we are closing your BBB file.
Thanks,
***** *
Freedom Mobile
Initial Complaint
Date:23/01/2023
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.
Hi,

I am with freedom mobile for more than 4 years and I was paying my bills on time.
I used to pay 85$ every month but now I got bill for 658.5$ for no reason, in bill it states that I was charged for international roaming but I was at Toronto.
I left Toronto on December 28 to US, where I took special roaming packages of 35$/3 days.
Now freedom customer care is telling to pay 545.5$ as they gave some discount, ***** ******* ****.
I didn’t use any international roaming.I will pay my monthly package plus 35$ data package.Outstanding amount will not be paid by me.
Customer Answer
Date: 15/02/2023
Dollars got credited back to my freedom mobile account.

Thanks a lot for your help.

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Freedom Mobile is NOT a BBB Accredited Business.