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:20/01/2023
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.
THIS IS WHAT I SUBMITTED TO THE CRTC.

Freedom promised / advised that they could port my existing number to their network, sent me a sim card, made me pay $147.42 online, activated the sim card, had me install the sim, advised to wait 1 hour for it to become active. After 3 hours of the service not working I contacted Freedom who after a lengthy delay told me that my old number can not port. Of course I was disappointed after a collective 3.5 hrs of sales / activation / tech support chatting, but what could I say. I then asked them to please send my refund immediately so I can buy this service elsewhere which is when the agent noted that they are not able to offer a refund even though they could not provide the services paid for.

Freedom needs to refund this $147.42 for the services that they said they could provide then could not. I'm so upset by this **** that I would also like to ask / demand compensation for the 3.5 hrs of time that I spent letting them pressure me into becoming a Freedom client even though they could not uphold their end of the agreement once I committed to buy.
Business Response
Date: 20/01/2023
Dear ****** ********
Freedom Mobile apologize for the inconvenience caused to you.
We would like to advise you that our Finance Department has refunded $147.42 in your credit card. You will receive the said amount within 3 to 5 business days in your credit card account.
Regards,
Mansi K.
Freedom Mobile
Initial Complaint
Date:11/01/2023
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.
Hi i am a fraud victim someone use my identity for freedom mobile services I don’t have any account with freedom. I need to file a complaint for that. I don’t know how come freedom mobile approved for customer without checking their information if its right or not. Please help me with this i was contacted by *** ****** collection agency about this issue , it’s showing on my credit report and because of that my credit scores goes down. I am really frustrating with that so help me.
Business Response
Date: 19/01/2023
BBB Case: ******** (complaint ID)

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

The customer had concerns regarding a fraudulent activation under her name.

Resolution:
Customer has already filed a police report and the details have been provided to our Back Office team who have gone ahead and contacted the
collections agency to correct the customer's credit profile. Customer has been informed of the same.

Thanks,

Freedom Mobile
Initial Complaint
Date:09/01/2023
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.
Freedom mobile charged me $960 roaming fees when in mexico.
I paid $450 and they say I owe another $510.
Service was non existent on my cell when I was there, I continually tried to get service as I needed to connect for work but I couldn’t if I did for a small amount of time it would just cut off.
I initially agreed to pay $50 for “big roam program” but never got any service.
Business Response
Date: 12/01/2023
Dear Mr. *******,
Freedom Mobile apologize for the inconvenience caused to you.
As a goodwill gesture we have cleared outstanding balance on your account.
Regards,
Freedom Mobile

Customer Answer
Date: 12/01/2023

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:08/01/2023
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 activated two prepaid lines for freedom mobile, because of online customer service promised us will change the line to desired plan yearly plan $25 talk and text plan on black Friday deal. I followed their customer service direction and activated two lines. After I purchased two sim cards in store, back and forth talking to online support and I done activation and contact the customer service support. I was told the the plan is no longer available anymore. That is not true, all of my friends are still using the same plan currently. I spent so many time to contact freedom representative and they always promised, but every time the next agent will deny the promise made by previous agent. I also lost very good chance on other carriers' good deal on black Friday.
Business Response
Date: 14/01/2023
Dear Mr, Hou
We received your BBB request with regards to the loyalty plan. These plan was only available to existing customers as a retention offer however this plan has been discontinued. There for we are unable to offer this plan to you, We sincerely apologize for the inconvenience caused to you.
Thanks Kate
Freedom Mobile
Customer Answer
Date: 14/01/2023

Complaint: ********

I am rejecting this response because:
The Freedom Mobile customer service **** ***** *** never achieved their promise which cost customers like me wasting lots of time and efforts back and forth in store, online and on the phone. **** *** *** ****** ** ***** **** ******* ** *** **** ***** *** ********* *** ****. The executive is usefulness which they impose only the ridiculous solution let customer to choose. At the conclusion from the customer service representative to top specialist all they did is nothing. No compensation to any customer. Worst of Worst

Sincerely,

***** ***
Business Response
Date: 31/01/2023
Hi,
***** has a complaint with the CCTS as well and it is in the investigations stage.
Kate
Customer Answer
Date: 02/02/2023

Complaint: ********

I am rejecting this response because:
We did not reach the aimable solution. Freedom refused what they promised. Waiting for Arbitration.

Sincerely,

***** ***
Business Response
Date: 09/02/2023
***** had a CCTS investigation, and it has been closed. the desired plan is not available. ***** has been offered plans that are available and the price for the plan for the year would be $25. ***** declined the offers.
Customer Answer
Date: 09/02/2023

Complaint: ********

I am rejecting this response because:
CCTS asked me for the screen shot for the conversation which I do not have it. * *** *** **** **** **** **** ** *** *** Freedom mobile Specialist wont even offer the credit now.I lost my hard earning money for the sim cards and service. Freedom mobile should hire more reliable staff.I need my hard earning money back.**** ** ******* *** * **** **** **** **** ** *** ******* ***** ***** *** **** ******* *** ***** **** *** ******

Sincerely,

***** ***
Initial Complaint
Date:08/01/2023
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.
So, I went to the freedom mobile at the Oshawa Centre location to upgrade my phone since my previous phone plan was finished. I was assisted, for lack of a better word by an employee named Ralph. He told me everything I wanted to hear and even told me about the promotion they had going on. The promotion was that if I spent $150 in-store and an extra $45 that I would get $10 off for the next 15 months as well as my connection fee waived. The $10 a month was applied but my connection fee was still charged. I had called him when I noticed it on my bill and he told me that it would be refunded within the first 3 months. It’s now been 4 months and I went to see him again and he told me there was nothing he could do because I didn’t still have my contract, after giving me the run around for a couple weeks. On top of this, I then took my girlfriend in the day after I had activated my phone because I thought the deal was so good. She was told that the new promotion was that if you spent $200 in-store, plus another $45 that she would get $10 off for 20 months plus her activation fee waived. In her case she hasn’t even gotten the $10 discount taken off per month and was also told everything would kick in working the first 3 months, which it’s been 4 now. He remembered us and even seen that she was supposed to be paying $72 per month even though she was paying upwards of $90. ** ******* **** ****** ** **** *** ********** ** *** ******* *** *** * ****** **** ****** ** **** ******** ***** ********** ***** *** **** ********** ** ********* ********* ** **** ** *********
Business Response
Date: 09/01/2023
BBB Case: ******** (complaint ID)

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

The customer had concerns regarding the connection fee on his number and a missing promo and connection fee on girlfriend's number.

Offer to the customer:
Offer to waive the connection fee on both accounts after verification as a goodwill gesture as well as add the $200 promo on the second account as per the original conversation.
Customer accepted the offer. Required changes were made.

Thanks,

Freedom Mobile
Customer Answer
Date: 09/01/2023

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:05/01/2023
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.
I update my phone with freedom last year through LOYALTY team and requested to have the same plan I was carrying and they change my plan, I couldnt get it after they ask me to sing a contract in the burlington mall location where I was suppose to pick up my new ****** ** *** *** . since that I have had problems with the incoming calls, messages not being deliver etc. This year in March a lady from customer service charge me twice on March 20, they charge for my original amount $126.38 and they charge by accident for $142.81 for an account was even mine. She apologize & told me that will reimburse me with 5 business days. I call them twice within a week and they said next week, i did call again and they told me they cannot reimburse me but they will deducted and they never did that, I have no good services for months from May to Sept so Due to the fact they never fixed the problem even I change sin card twice and nothing, they also promise $10 dollars off for 6 months they never honor their word, so I decided to change provider. I moved provider and they still charging for the plan I am not longer using since September and the phone. I want as resolution removed the total amount of debt they have been creating me i****** ********* **************** because I did not have service for months and because they took money from my account and without my permission for 142.81 and never pay me back, paying for a service I wasn't even able to used and I spoke for months and I never got a resolution. Last time I spoke with them and they said I am not the owner of the account I have recorded that conversation so I am not suppose to pay them back for an account is not even mine.
Business Response
Date: 03/02/2023
To whom it may concern,

Freedom Mobile has reached out to the customer in response to their BBB complaint. Freedom Mobile has presented an offer to resolve the BBB Complaint and is currently waiting for the customers response.
Kindest Regards,

Michael M.
Executive Office Specialist
Freedom Mobile
Initial Complaint
Date:03/01/2023
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.
I purchased a phone from Freedom mobile on dec 19th. After a few days i noticed the screen had marks even though i had a screen protector over it. I contacted customer service who said my phone was under warranty for physical damages. I went back to the store i purchased the phone and immediately the employee *** ******** threatening to pull up camera footage of when i purchased the phone, immediately began making calls to others and placing the blame on me instead of listening to me and trying to come to a solution. He began to raise his voice when i became frustrated and began yelling to kick me out of the store. He would not fulfill the warranty and would not return the phone. I have spent 3 days since in contact with customer service agents who will not provide me any help, instead they keep telling me to return to the store and i have told them multiple times i feel uncomfortable and unsafe to do so and yet they still do not care and offer me any protection or option. What type of company forces a customer to return to a location they felt violated at, they told me to bring an escort. They also blamed me for the damages and said it was my fault I did not perform a quality check on the item instead of just trusting the product would not be defective. I kept explaining that the defect likely appeared with use and they would not accept this as an explanation. * ** ********* ********** **** **** **** ********* *** ******** ******** ******** ******* ** ** ********** ** **** ***** ** ****** ** **** ***** * *** ********** *** This is completely unacceptable. There is a 15 day window to return the phone yet they keep dragging on the situation so the window closes. Today is Saturday and I have been contacting them since Wednesday. I have been with this company since 2013 and this is how they treat me.
Business Response
Date: 12/01/2023
FREEDOM MOBILE EXECUTIVE OFFICE

Date: January 12, 2023
Name: ****** ****
Account: **************
Issue: defective device return
BBB Incident Number:********
Complaint
Status: RESOLVED

Customer’s complaints:
Customer tried returning a defective device but
was denied in store.

Freedom Mobile’s account review:
Device had scratches which did not fall neither under buyer’s remorse nor under warranty.

Freedom Mobile’s recommendation:
We have made an exception to take the device back and remove it from the account.
We have waived the bill incurred for the number in question amounting to $66.31.

Apologies for
any inconvenience this may have caused.

Kind regards,
James Executive Office
Specialist, Customer Care
Initial Complaint
Date:03/01/2023
Type:Sales and Advertising 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 has advertisement for ******** Phone $0 for minimum $25/month plan.
I have a plan with Freedom for $39 and I am not allowed to get the phone for $0. I was asked to pay $7/ month or $92 upfront.
This is false advertisement. My plan is higher than the plan required.
Business Response
Date: 05/01/2023
FREEDOM MOBILE EXECUTIVE OFFICE

Date: 01/04/2023
Customer: ******* ******
Account: **************
Issue: Absolute $0 promo on the hardware upgrade
BBB Incident Number: ********
Complaint Status: Resolved

Customer’s complaints:
•******* saw an advertisement for a **** * ***** (2022) Phone on an absolute $0 device payment with a plan that had to be $25/month or more.
• ******* is on promo freedom 10GB plan for $40 a month and
•I am not allowed to get the phone for $0. I was asked to pay $7/ month or $92 upfront. This is a false advertisement.
Freedom Mobile’s account review:
•Looking at the account ******* is on the Absolute 0 promo for her device.
•A promo $10 off for 12 months was also on the line **********
•The digital discount $5 off was also on line **********

Freedom Mobile’s resolution:

The phone Absolute 0 promotion that is being requested is attached to the hardware upgrade ******* is on. As a resolution, I offered the following credit:

•$10 off the select rate plans for line **********
•Digital discount $5 off for Autopay being active on the account.
•******* will be paying $25 a month for the plan
•******* is on the absolute 0 promos for the hardware there will no monthly charge for the device

Based on the above, Freedom Mobile considers this complaint resolved for both parties in mutual understanding.

Regards

**** ****Executive Office Specialist
**** Communications Inc.
******************@*************.ca

Customer Answer
Date: 05/01/2023

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:03/01/2023
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.
I cancelled service with Freedom Mobile on December 22, 2022. I was **** to when I had signed up since reception only works in GTA. Which I was assured it would work nationwide. It dropped constantly.

I visited the store in ********** Mall on December 22 and was assured it was cancelled since I transferred the number to another provider.

Freedom is still charging me! they’d insisted I do autopay for advance billing when I first enrolled. I’m owed $45.20 times 2 = total of $90.40
The last payment was charged December 28, 2022 which is well past the cancellation date.
Business Response
Date: 25/01/2023
Hello,
A
refund cheque has been issued and will be sent to the address on file in
approximately 6-8 weeks. Cheque amount is $45.81
Based
on the above, Freedom Mobile considers this complaint resolved for both parties
in mutual understanding.
Initial Complaint
Date:03/01/2023
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.
In July 2022 I received a call from a collections agency on behalf of Freedom Mobile claiming that I hadn’t paid my bill. I was very surprised given I’ve never opened or had a mobile account with Freedom Mobile. I work for PwC and our preferred provider is ****** which is who I obtain my services from. Upon learning of that a freedom mobile account was fraudulently opened in my name, I filed a police report. Apparently the account was opened in Edmonton (I live in Toronto) with a fake ID and an email address that does not belong to me. The response from the policy officer confirmed that it was in fact fraudulent so I submitted a dispute to ******* and had the account removed from my credit bureau and the issue was resolved. Since then, Freedom a mobile has submitted this fraudulent claim to two other collections agencies and it’s now back on my credit bureau. This was brought to my attention by ******* alerts which I now pay for to make sure that fraudulent activity isn’t negatively impacting my immaculate credit. Freedom mobile is relentlessly pursuing me through collections agencies when ******* already worked with them to resolve the issue because it was fraud. The email from the police officer confirms freedom mobile was going to cancel the claim and cease collections efforts. Since then, I have spent countless hours submitting disputes, following up, and more. Can you please help me get this resolved ASAP and permanently? I am at a loss on what to do. I’ve worked hard to build up a great credit history and score and it is extremely frustrating to have Freedom Mobile repeatedly try to come after me when it’s obvious their processes are broken. *** ********* *** ***** ************ **** *** ****** ******* **** *** ******* *** ********** *** ********** ********* *** *** ***** ****** **** * ******** **** ******* ******* ** **** **** *** ******* *** **** ******* **** ** ******** I have a new claim open with ******* in response to the newest claims.
Business Response
Date: 23/01/2023
BBB Case: ******** (complaint ID)

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

The customer had concerns regarding a previously reported fraud case and was being contacted by ******* regarding the same.

Offer to the customer:
Our security team has already taken a note of the fraud activity and reached out to the collections agency to have the fraudulent inquiries removed.
Customer has been informed of the same.

Thanks,

Freedom Mobile
Customer Answer
Date: 23/01/2023

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 Freedom Mobile has taken the action as stated. I will re-open or initiate a claim if I receive another call or hit to my credit bureau from a collections agency on behalf of Freedom Mobile.

Sincerely,

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

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Freedom Mobile is NOT a BBB Accredited Business.