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

  4-1080 Adelaide St N. London, ON N5Y 2N3

• 

  Freedom Mobile

  1105 Wellington Rd. London, ON N6E 1V4

• 

  Freedom Mobile

  9450 137 Ave. N.W. Edmonton, AB T5E 6C2

• 

  Freedom Mobile

  8632A 118th Ave. N.W. Edmonton, AB T5B 0S8

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:17/03/2025

  Type:Sales and Advertising 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.

  ******* ****** ** ******** ** ********* ******** ********* *** ***** ****** ******** They offer incentives to have new users create an account online (ie. a waived $45 activation fee), however when creating the account, they make you enter credit card information so they can perform a credit check. I made two (2) attempts, using two different credit card numbers each time, and both attempts failed with the following message: "Sorry! Your credit does not meet our requirements, however, you have options". I have a credit score of 871! The "option" they are presenting is to go into a store and setup a new account in-person, where they will then charge you the $45 activation fee. **** ** * ***** * ***** ****** ****** ***** **** ***** ********* *** ***** ****** ******* ****** ****** ******* 

  Business Response

  Date: 26/03/2025

  BBB Case: ******** (complaint ID)
  
  Name: ******* ******
  
  The customer wanted to get information about the declined credit checks.
  
  Information for the customer: 
  Had a conversation with the customer regarding the credit checks. The customer was advised that the result of a credit check could 
  depend on various factors such as credit score, ID verification, reports from the credit reporting bureau, any open inquiries, and 
  various other reasons. However, more details about the specific reason in this case are not available and the declines are all valid
  declines. Any further credit checks would need to be done after a gap of 6 months. Customer has requested to find more information
  about the credit check declines. Once and if more information is available, it will be provided to the customer. 
   
  Thanks,
  
  Freedom Mobile

  Customer Answer

  Date: 27/03/2025

  
  Complaint: ********
  
  I am rejecting this response because:
  

  I was told that credit was not extended to me due to an ******* report. ******* confirmed no credit inquiry was made by Freedom Mobile, and my score is 859. A copy of my inquiries taken from my ******* report as of March 16, 2025 ** ********* You will see no inquiry was made by Freedom.

  I provided a valid Driver's License when at the Freedom Mobile store at ********* ****** ****, so the statement about a ID verification is also not warranted.

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

  ******** ** **** * ** *** ******* ******** ******** ********* *** ******** ********** **** I have requested:

  1) formal notice from Freedom Mobile of credit being declined to me.
  2) *** ******* ******* I am requesting the name and address of the credit reporting agency that Freedom Mobile used to evaluate my credit worthiness.

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

  Business Response

  Date: 04/04/2025

  BBB Case: ******** (complaint ID)
  Name: ******* ******
  
  The issue was investigated by our back end team and they came to the following determination:
  'Your credit application was assessed using other tools before even reviewing your file with *******. As a result, we did not submit a request to *******.'

  As previously mentioned, the result of a credit check could depend on various factors such as credit score, ID verification tools, pre-credit check assessment, reports from the credit reporting bureau, any open inquiries, and various other reasons. No further information can be provided.
  
  As per Freedom Mobile's Terms of Service, the decision to extend postpaid services lies at the sole discretion of Freedom Mobile.
  
  11. Postpaid Services
  (a)  If you’ve chosen (and we have approved) postpaid monthly invoicing, your invoice will be made available to you in an electronic format by logging into your My Account at our website.  Notification of new invoices may be sent to you at the e-mail address you have provided us.  You are responsible for ensuring that the e-mail address you have provided is valid and that you are able to check it regularly.  If you do not receive notifications of new invoices by e-mail, you are still responsible for logging into your account at our website to check for new invoices on a regular basis and for paying all amounts by the due date specified.  You agree to pay each invoice in full by the due date specified on it. If we don’t receive payment by such due date, you will be charged interest calculated and compounded monthly on the outstanding amount at the rate of 2% per month (26.82% per year) from the date of the first bill on which it appears until paid in full. If your account remains unpaid for 60 days, we may refer your account to a collections agency. We may also charge you for any reasonable administrative or collection costs that we incur.  If your payment is rejected by your financial institution, we may charge you an administrative fee.  We also reserve the right to change the invoicing frequency or to issue interim invoices in our discretion and without notice.
  b) If we determine in our discretion that a deposit is required, we will notify you of the amount required and any change in that amount from time to time. Deposits will bear interest at our current rate – **** ** ****** rate PLUS 1% (*************************************). If you do not pay the full balance of any invoice when due, we may deduct any unpaid balance from your deposit and apply it to that invoice, in which case you will also be required to top-up the deposit. We may terminate or suspend Services if you do not maintain the specified deposit amount or if an unpaid balance remains past due after applying the entire deposit. We may also determine, in our sole discretion, that based on your payment history we no longer require you to maintain a deposit. We will return any remaining balance of a deposit to you within 30 days as a service credit against your account or, at your request, via cheque. If you do not pass our credit check, we may determine, in our sole discretion, that a deposit cannot be applied to your account and you may only qualify for a prepaid account.

  If you’ve chosen pre-payment, or we determine in our discretion that pre-payment is required, you must maintain your account in a credit balance in order to use the Services. No interest is paid on credit balances. Your account is credited when we receive payment from you. You should only pre-pay for Services you expect to use, as all pre-payments are non-refundable. Your credit balance will first be applied to your monthly plan charges (or other period) plan charges (as applicable), then to any other fixed monthly charges, then to any pay per use or variable charges. You acknowledge and agree that you are responsible at all times to keep a sufficient balance in your account to cover all services used. 
  
  Personal Information and Privacy
  (a) We will ask you, and you agree to provide us, with certain personal and other information in order for us to provide the Services to you, such as your contact details and information we require to process your payments, such as your credit card information. You need to provide us with current, complete and accurate information, and keep us up-to-date as soon as your information changes. You can do so by logging into My Account at our website or through our call centre. All personal information that you provide to us will be administered by us in accordance with our Privacy Policy as amended from time to time. By activating the Services, you consent to us using your personal and other information in accordance with our Privacy Policy as amended from time to time. In addition you expressly consent that we may share your personal information with: 

  1. You or a person who, in our reasonable judgement, is seeking the information as your agent;
  2. A directory or listing service company for the purpose of listing your name, address and phone number if you consent and if that company agrees to use the information only for that purpose; and
  3. An agent used by us to evaluate your credit or collect outstanding balances owed to us by you, if the agent requires the information and agrees to use the information only for that purpose. 
  
  24. General
  If any part of these Terms of Service is for any reason unenforceable, then that part will be considered severable from the Terms of Service without affecting the validity of the rest of the Terms of Service. The Terms of Service constitute the entire agreement between you and us in respect of the Services. You may not assign the Terms of Service or any of your rights or obligations under the Terms of Service, including by operation of law, without our prior written consent, which we may withhold in our discretion or make subject to conditions (such as a credit check, validation of identity or an administrative fee). We may assign the Terms of Service in our sole discretion. The Terms of Service shall benefit and be binding upon the respective successors and permitted assigns of the parties hereto. No waiver of any breach of the Terms of Service by you is effective unless made in writing and signed by us and, unless otherwise provided, is limited to the specific breach waived. 
  
  Additionally, if more information is needed about a credit check, it can be found in the support section on Freedom Mobile's website. 
  
  **** *** ********  *****  *******************************************************************
  
  

  
  

  Customer Answer

  Date: 07/04/2025

  
  Complaint: ********
  
  I am rejecting this response because the company ** *** ***** *********** *** has now indicated my credit worthiness was “assessed using other tools”. ***** ***** ******* **** *****
  

  What tools? How do they know the reports they say they reviewed are even related to me? How can I have top-rated credit with the two major credit reporting agencies yet fail their credit check?

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

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

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

  Business Response

  Date: 15/04/2025

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

  As per our Terms of service, credit decisions are within our sole discretion. As a company, we are not obligated to provide postpaid services to a customer. To protect the integrity of the process, no further details can be provided.

  Regards, 
  Freedom Mobile

• Initial Complaint

  Date:17/01/2025

  Type:Service or Repair 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.

  My line ************ has been cancelled without any reason.I has been loyalty customer for a long time.this line is old line. now I called customer service,they refuse to bring this line back to my account.

  Business Response

  Date: 23/01/2025

  To whom it may concern,

  To resolve the customer's complaint, Freedom Mobile has made the exception to reactivate the customer's Prepaid line with its previous data promotions.

  Due to the above explanation, both customer and Freedom Mobile deem this case resolved

  Customer Answer

  Date: 28/01/2025

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

• Initial Complaint

  Date:06/12/2024

  Type:Service or Repair 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 the phone with reps trying to port my number over. Every time I'm told" it will port in 24 hrs. I allow them 2-3 days with no results. I call again ( min 45 minutes on the phone) to be told the same thing. After almost 2 weeks of this going on every 2-3 days they finally say it can't be done. They refuse to refund my $90 ( I was porting 2 lines at $45 each) because I didn't request it within their "Buyers Remorse" time. When I said why would I when I was continually told the port would happen. Now they have charged my credit card another $90 activation charge and 1 months fees for 2 lines for a total of $178.84. I went in and manually removed my card from auto payment, yet they still put it through. I have been on the phone to them 3 times today alone for over 45 minutes each time having to relay the whole story every time. Keep sending me to their "Loyalty team" to have my call dropped. * **** ***** ********* **** ********Now they are saying my final bill will come on the 20th of Dec and they will refund me the unused days. I have NEVER used one of their temporary numbers since they day I got them as my number is a business number. They were only activated in order to receive the text they were sending to agree to the port. **** * *****

  Business Response

  Date: 11/12/2024

  Name: ***** ********
  

  We sincerely apologize for the inconvenience that you experienced. We recognize that you cancelled your service with us within the buyer's remorse period. You also made a credit card payment of $178.84. We attempted to call you however we were not able to reach you.

  Please be advised that a credit card refund of $178.84 was processed today which is the exact payment that you made to us. The refund should appear within 2 to 5 business days. We thank you for your patience.

  Thanks,

  Alexandra 

  Freedom Mobile

  Customer Answer

  Date: 11/12/2024

  
  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:28/11/2024

  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.

  I was sold a broken ****** **. They sold me a phone that I was locked out of and it does not work

  Business Response

  Date: 04/12/2024

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

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

  We sincerely apologize for the inconvenience that you experienced. We provided feedback for coaching to the Store in regard to the interaction that you had on November 26th. As per our conversation, you advised that you paid to get the device unlocked. We explained that the device had a carrier lock for loss prevention. As a goodwill gesture, we applied a credit of $50.00.

  We thank you for your cooperation and understanding.

   

  Regards,

  Freedom Mobile

• Initial Complaint

  Date:25/11/2024

  Type:Sales and Advertising 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.

  Went to sign up for Freedom mobile's black Friday deal and somehow failed credit check. Called cc company and card has no issues, in good standing. ******* also shows good score. This is not a new issue based on online searches. I'd like to have this resolved quickly as I'm missing out on a good deal in terms of additional gift cards because I cannot sign up with them.

  Business Response

  Date: 04/12/2024

  To whom it may concern,

  The customer's complaint was regarding a declined credit check.

  Upon further investigation, Freedom Mobile deems the credit check to be a valid declined.

  Advised customer they can run a new credit check in 6 months or sign up for prepaid services.

  Due to the above explanation, Freedom Mobile deems the issue resolved, and the cx deems the issue unresolved.

  Regards,

  Freedom Mobile

• Initial Complaint

  Date:04/11/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a phone from Freedom Mobile. I signed up for the trade up, where at the end of 2 years, I can trade my phone in and give it back or I can pay it out. Dec 2nd 2024 is the trade date. Freedom is telling me that because I left early and ported my number to ****, that I can no longer give my phone back and I am being forced to pay for it. I do not want to pay it out, I want to give it back. I was never made aware that I couldn't port my number early. I even asked them if I could go get my new phone and leave early and they said it was fine and I could still give my phone back.

  Business Response

  Date: 13/11/2024

  BBB Case: ******** (complaint ID)
  
  Name: ******** *****
  
  The customer got charged for tradeup devices once lines were ported out 
  
  Offer to the customer: 
  
  We offered to partially credit amount charged on both accounts for the customer as the 
  port out had been completed and tradeup devices were billed out. A total credit of $450 was applied in combination for both accounts. refunds were sent via card and cheque.

  Customer Answer

  Date: 13/11/2024

  
  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:24/10/2024

  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 closed 2 Freedom mobile accounts in July 2024 and received confirmation that the account are closed, However, I am now being charged $13.65 monthly by Freedom. The tab was closed on all phones and I paid off any remaining balance I had with them.

  Business Response

  Date: 25/10/2024

  To whom it may concern,

  Freedom Mobile received a complaint regarding an account balance of $13.65 despite having no active lines. The customer claims that they have paid the final account balance when cancelling the lines in July 2024. To resolve the BBB complaint, Freedom Mobile processed a credit for the remaining account balance of $13.65. 

  Due to the above explanation, both customer and Freedom Mobile deem this case resolved.

  Regards,

  Freedom Mobile

• Initial Complaint

  Date:07/10/2024

  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 set up a 5 dollars plan which included unlimited incoming call and free call forwarding. I did call forwarding to my another phone number but doesn’t count as incoming call and got charged.

  Business Response

  Date: 10/10/2024

  to whom it may concern,

  Both parties have come to a resolution.

  **** *

  Freedom mobile executive office.

• Initial Complaint

  Date:26/09/2024

  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 had a prepaid account with 5.00 withdrawn from my account every month. last payment was September6. I get 120minutes of call time for that amount On Tuesday, September 24., I couldn't call anyone. I went online and the FREEDOM web site said my account was suspended for non-payment. I only used 53 minutes I called at 12:20 to get the issue fixed. *** could not fix it. I called back at 12:30 and **** could not fix it. he transferred me to ******, who could not fix it. * ** ******** *** **** * ******* ***** ** **** ** *********. The service was suspended by FREEDOM for no reason. I wantthe$5.00 refunded

  Business Response

  Date: 28/09/2024

  Freedom Mobile apologize for the inconvenience caused to Mr.******. 

  Mr. ****** has ported out his number therefore we are unable to apply credit since the account is cancelled.

  Thanks,
  

  Freedom Mobile 

   

  Customer Answer

  Date: 28/09/2024

  
  Complaint: ********
  
  I am rejecting this response because:  The company charged me for the service, then suspended the service. I used only 53 minutes of the 120 minutes I pre-paid for.  I gave them TWO opportunities to correct the problem and they could not restore service. ** * ** ******** *** ******* *** ******** I had no other option but to port the number.They can still issue a refund, **** ** **** ** ******  
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 01/10/2024

  Freedom Mobile is offering refund of $5 in the form of cheque. Kindly confirm the below address for the cheque to be mailed-

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

  Regards,

  Freedom Mobile 

  Customer Answer

  Date: 20/11/2024

  The address is correct.  Seems I have no option but to accept the 5 dollars *** *** ** **** *****
  
  * ** ******** *** ******** *** ******* ** *** ********* ******** ************ ****** *** ******* ** ** **** *** ****** *** *** ******** ********** ******* **********

  Business Response

  Date: 03/12/2024

  Freedom Mobile Sincerely apologize for the inconvenience caused to you.

  As a goodwill gesture we are offering you refund of $50. Please let us know if you want this as service credit or in the form of cheque.

  Regards,

  Freedom Mobile

• Initial Complaint

  Date:29/07/2024

  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.

  This morning I went into a freedom store to get a pre certified used phone and was advised it had to be done on line and we talked about where in the online account and how to log in. I went to my car and followed his instructions and contacted thru the chat to customer service. The agent advised me my account was on a pre paid service and it needed to be upgraded to the post paid service before it could be done. I went back into the store and we got the credit check done and approved and everything was good to go (store agents words) which I trusted as at this point I had no reason to not. I went back to my car and let the agent know it had been completed and she confirmed it was upgraded. I was as confused when she said it had been upgraded and advised her I hadn’t upgraded the phone yet and that’s why the line was switched, so that I could now get the pre certified used ****** on my account as I used my own phone when originally setting up the account 6 months ago. She explained that she meant the line had been upgraded and then proceeded to tell me about the prorated charges and we talked about disconnection fee. At this point that information was great but when I asked when I would receive the device I was told I couldn’t do it 6 months. My head spun. Both agents knew I was looking to get the phone and the only way to do so was to swap the accounts from pre paid to post paid and not until I asked about the device was this brought up. She then told me that if I went back to the store the agent could do it. I reminded her that he had said he could not as they don’t carry pre owned phones, it had to be done thru customer service. I didn’t know the account was even prepaid until today which maybe was the first issue. When I set up the account originally in January I said I wanted it on auto pay. They set me up with “pre paid”. After the agent on the chat disconnected I contacted via phone and spoke with another agent and explained the whole thing.

  Business Response

  Date: 08/08/2024

  to whom it may concern,

  We are working with ****** to find a certified preowned device, but we have had no luck finding one at this time. we will continue to try and find one and do the Hardware upgrade. 

   

  **** *

  Executive Office