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:13/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 September 8th, 2022 I came into Freedom Mobile at the Promenade to purchase a smartphone and a Freedom Mobile plan. The plan I chose was 3GB a month for $35/month. I don't own a credit or ****, so I paid upfront, including the $10 connection fee. I also paid for a ******* *** 5G upfront, as my last smartphone died on me. My temporary phone number was set to ###-###-####. I was promised that my current number that was registered with ****** would be ported over in a matter of an hour or 2. After 2 hours of waiting, it was not ported over. For the next following 4 hours, I was in back-and-forth calls with Freedom Mobile, trying to resolve why my number was not ported over. I was promised NUMEROUS times it worked. It did not. Around 5 or 6 pm EST I was on a call with a Freedom Mobile supervisor, and my mother was assisting me in sorting out why my ****** number is refusing to port over. Every single Freedom Mobile customer support I worked with became increasingly ruder as time went on, and it hit a head with the supervisor. As my mother was trying to insist that the ****** account # was correct, he snarkily replied "I commend you for repeating yourself." We hung up after that and decided I would cancel my Freedom for the following day (Friday, September 9). I did cancel my Freedom line and got little to no sympathy when I explained what happened. I decided I will continue with ****** as my provider and will have to figure out how to do a prepaid plan with no credit history. Today (September 11) I am having issues setting up my ****** number with a new account because it still is flagged as in process of porting. This is ridiculous, as my Freedom line is cancelled and I shut my whole account. I have decided to file a complaint to BBB to 1) get my number port request cancelled and 2) get a refund for my upfront payment for the data plan (and possibly the connection fee). *** ******** ******* ** *** **** **** *** * *** *** ********** *** **** * *****

• Initial Complaint

  Date:13/09/2022

  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.

  We went on vacation after a few years of staying home for covid and lots of stress was added by the freedom to our well-deserved vacation. Our family has three lined with freedom. The two lines, travelled to the US and the third line was back in Toronto. On August 30th, I purchased a $35 US roaming plan, at the Toronto before leaving. (to my knowledge I bought it for ***-***-****). And we kept the ***-***-**** on airplane mode the whole trip. Arriving in there my phone was not working. we ended up paying double for a cab because f could not use my **** planned. Later, I thought the problem was my configuration on the account. (I had disabled all roamings to avoid extra charges.) I changed them and my phone started working. Then after less than a day, I recieved texts saying being charged $100. I called freedom (imagine in the middle of vacation being on a call with support for hours) The agent told me that he CAN’T see any addon on my account. He said he just added one to my phone number (I repeated the one line I want that to be activated on) he said he can't help with the $100 charge so I requested to talk to the supervisor. The supervisor said he can see TWO addons added to my account (for the two other lines) !!!! And nothing for my line again!!!! He said he will disable them and will make sure I'm not charged for them. Then he added $20 roaming data for me so that I can have internet in the US. He said I should wait for my billing cycle and call back to remove the extra charges and that he will leave a note for me, I didn't answer any phone or text and just used my data for the rest of the vacation. After a few days, all three lines got disconnected. Saying I don't have sufficient credit. I ended up getting to the Toronto airport and couldn't arrange a family pickup because of that. And again being on call for hours with them, it turned out that I owe them about 4xx. I should not pay the 4xx to them. What happened was not fair on my vacation.

  Business Response

  Date: 19/09/2022

  Dear Sir/Madame:

  The disputed amount has been adjusted by our customer care team.

  We apologize for the inconvenience.

  Sincerely,

  Executive Office

  Freedom Mobile Inc

  Customer Answer

  Date: 19/09/2022

  
  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:13/09/2022

  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.

  One of the phones we have contracted with them has been malfunctioning. We have been paying $9 a month for the insurance. When I contacted the insurance company called ******** they informed me that the only place I could go to get the phone repaired in person is on Vancouver Island which requires an expensive ferry ride. * **** ** *** ***** ******** ** *********. They have no other options for in person repair. We were told when we took out the insurance that there would be either in person or mail in option available if the phone ever needed repair. They did not state that the in person option is not accessible to anyone living on the lower mainland. I will have to pay for the repairs at another repair place. I would like my money back for the insurance I paid which they told me is not possible. If they cannot provide reasonable options for in person repair they should refund my money.

  Business Response

  Date: 22/09/2022

  As with other Service Providers that work with ******** to provide out of warranty coverage, we are still subject to ******** terms and conditions. However, we do understand **** ******** frustration and confirm that she was not able to use her Phone Protection Plan.  We have offered a full refund for her Phone Protection Plan subscription and she has accepted.

  Customer Answer

  Date: 22/09/2022

  
  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:06/09/2022

  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.

  August 23rd - August 26 While I'm in Cuba, I bought from my phone carrier (Freedom Mobile) a one time pass (Big Gig International unlimited text and unlimited calls with 1 GB data) ... when I checked on the mobile app to buy it there were no information except: either to buy 9 days or 14 days, when I accepted they didn't give me any more information except a consent that I accept that this amount in not refundable and will be charged immediately ... and I accepted it. Suddenly, found that I have an outstanding balance and my account is suspended ... when I asked, they answered because Cuba is not included in the international package and I should have called or visited the website before I buy. 1. I know nothing about politics, and I didn't know that Cuba is not international (I understand that international means any country outside Canada) 2. in their mobile app, there are no information or explanation at all ... not even a small button says (learn more), or (conditions apply), or (Contact support before you proceed), or (list of restricted countries). 3. when I spoke with their customer support, 1st one didn't know why is the balance, 2nd one kept saying it is my fault without trying to help or solve, and lastly the supervisor said he'll call me back till now (after 24 hours) he didn't call yet. Now ... - My account is suspended - My credit score dropped down - I'm losing any communication with my senior parents while I'm out or at work - I'm losing all of the communications with my customers as I'm a business owner and the phone line with data is very important. I will not pay the outstanding balance because it is not my fault. ******** *********** ** *** ******* **** ******* ***** *** *** ******* ** ***.

  Business Response

  Date: 13/09/2022

  This case is being dealt with **** 

  Customer Answer

  Date: 14/09/2022

   
  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:01/09/2022

  Type:Product Issues
  Status:

  UnansweredMore 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 mid-August I contacted Freedom about getting a prepaid line to a phone I own. I'm a current Freedom customer and wanted to add a line for my son. Freedom checked the imei and confirmed that the phone would work and then they sent me a SIM. When the SIM arrived on August 26, I contacted freedom to activate it. They charged $38.42 They claimed it was activated, but the phone requested a PUK. I contacted Freedom again and they gave me two PUK numbers. Neither worked. They told me to go to a store. The store contacted support, swapped the SIM, and then I received two more PUK numbers that did not work. Support said that they had no more steps to attempt, so I requested a refund for the $38.42. He said prepaid lines were not refundable. I said that I paid for the line only after being told by Freedom that it would function with this imei identified phone. He transferred me to a customer service department where another person told me I could not have a refund. I have spent a few hours on text and phone with Freedom, and a trip to their store, and I'm out $38.42. It's not the money, it's the principle. I'm a current customer that already pays $90 a month but I feel a serious lack of trust now. It does not seem that Freedom will own up to a mistake they made. It's not the forty bucks, it's the fact that they won't acknowledge their own error and they just blame me for trusting them. That's pretty shabby as far as I'm concerned. And if they offer a refund now, I'd ask why it had to be escalated to this point.

• Initial Complaint

  Date:30/08/2022

  Type:Order 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's customer service has not been helpful at all. ** **** ***** ** **** **** ******* **** ******** ** * ***** ****** ***** ** **** *********** ** ******  Before that, we had a number of problems with the phone service that we paid for - the long-distance service we had paid extra for did not work at all, and we needed to use ***** and ******** to reach anyone. We continued to experience issues with the phone ** ** ********* ** **** **** ** ****** ****** ***** *** *** ************ ** *** *****  Since we have been back, we have taken several steps to cancel her phone line which include: 1) going to the Freedom Mobile location near home, where we were sent to another location 2) we went to a 2nd Freedom location, where they instructed us to log into the account in order to transfer the account holder to my name. These instructions did not work, and we needed to take additional steps 3) Next, we were instructed to send * **** ** *** ***** *********** so that I can be made the Primary account holder and cancel her phone. We sent the first email to **********@f************.ca on August 9th with no response. We called and spent close to one hour on the phone. They were not able to trace the email, and asked for the email to be sent again. 4) Another email was sent to them on Aug 17th, and they also claimed to not have access to it. We asked to speak to a manager or a superior, and they said they could not pass it on. After spending another 45 minutes on the phone, there was no resolution - * ** *** **** ** ****** ** ******** ****** ****** *** **** **** **** ** *** ******* ******* ****** **** * ** ** ******** *** ** ** ****** ****** ****** *** **** ***** ****** *** ***** ***** *******

  Business Response

  Date: 12/09/2022

  Dear Sir Madame:

  We contacted Mr. ******* to get specific details.  We have not heard back.  Once we hear from him we can proceed to assist him.

   

  Best Regards,

  Executive Office Team

  Freedom Mobile Inc

• Initial Complaint

  Date:30/08/2022

  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.

  On Aug 5th, 2022 I received a phone call about upgrading my plan with Freedom mobile. I was told that I would be receiving a discount on my bill, which I did, but also that the connection fee would be waived. I received my bill and noticed a connection fee of $45, so I contacted their billing department on August 25, and Aug 26, through their text-based service. When talking to the agent on Aug 26th, I asked if this fee could be withdrawn from my bill and they said no. I asked them to review the phone call I had on Aug 5th, and they said it was not possible. I feel if the phone call was reviewed then this whole situation could have been resolved.

  Business Response

  Date: 09/09/2022

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

  Name: **** *****

  Freedom Mobile has communicated with Mr. ***** and we have applied a credit of $50.80 to waive the connection fee.

  We thank Mr. ***** for choosing Freedom Mobile for his wireless service. We apologize for any inconvenience that Mr. ***** has experienced.

  Thanks,

  Freedom Mobile

  Customer Answer

  Date: 13/09/2022

  
  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:25/08/2022

  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 left the country on Aug 17 2022 for a work contract abroad. I pay 40 a month for my phone plan and have been a customer for over 10 years. I wanted to be able to use my phone for phone calls, internet, or reach home all the way up until the plane left the tarmac. So I decided I'd port my phone number in the new country. I went into store to discuss the plan with a representative and did as much research as I could online before I left and I was assured there would be no problems. I am currently unable to get into my freedom mobile account to port my number because the carrier doesn't service the country I am in. Representatives over the phone are unable to get me into my account because I am not getting verification codes. Although I can answer my security questions over the phone, they are unable to give me access or change the email that were entered incorrectly 10 years ago to regain access to my account. A representative on my behalf has gone into store but was denied service. None of the agents I've talked to have access to can get into my account, I as a customer cannot get into my account. The only ridiculous option I was given was to fly 13hrs back to Canada to get access to my account or lose my phone number that is connected to all my ties in Canada.

  Business Response

  Date: 04/09/2022

  Dear Sir/Madame:
  
  Thank you for sending this our way. We will contact Ms. *** to discuss the issues she has outlined in her complaint.
  
  We will provide an update once we have a resolution.
  
  Sincerely,
  
  Executive Office
  Freedom Mobile Inc

• Initial Complaint

  Date:25/08/2022

  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.

  Related to May 5, 2022 bill with $96.50 of roaming charges incurred on ********** phone number related to my account ****** ********** on April 5- May 4 billing period. Called in to ask about roaming data charges as the plan is supposed to have world traveller reduced roaming rates. When I called in on May 31 and spoke to *** at freedom mobile he said that I should have been charged 0.05 per mb and that I was charged 0.10 per Mb so a credit should be made on my account of approx $48.50 and it would apply in 24-48 hours and to call back on Friday to check it had been applied. On June 3 I called back and was put on hold twice - I asked for ticket number but never got one even though I was told one was opened. then my call was dropped completely and had to call back in again on June 3 at 12:10 pm I called back again spoke to **** who is now telling me my bill was correct and no credit was being issued for excess data roaming charges and I told him was getting texts threatening cancelling my service. I was told now the charges are .10 per mb and I said the last freedom mobile rep told me it should have been 0.05 per mb. I asked for a supervisor to call back. They called back late at night like 9 pm so I called in again I asked for call backs between 9am to 5 pm and they called after 5 pm every time so I was not available. I am tired of the runaround and the constant texts of threatening to cancel my service and trying to get to talk to a supervisor seems impossible as they don't take your calls and call back when they know you are unavailable. Would like the credit for the excess roaming charges based on what the first freedom rep told me and a bit more for all the lost time trying to deal with this. My service even got cancelled for a day on July 18th because of this while my husband was in the hospital even though they said they would not do that. Really bad service and I've been a customer for a while. This is very disappointing.

  Business Response

  Date: 13/09/2022

  BBB Case#: ********
  Name: ****** **********
  Ms. **********’* complaint is in regards the US roaming charge of $109.50. Freedom Mobile has advised Ms. ********** that her previous roaming rate plan was 0.05 cents per MB which is now 0.10 cents per MB.
  An SMS notification was sent out to Ms. ********** on April 7, 2022 which details the roaming rates. The sms states,” Welcome to United States of America! A local call or a call to Canada is \$0/min, \$0/SMS, and \$0.10/MB. To call Canada, dial +1 followed by the phone number. For local or international calls, dial the plus symbol (+), followed by the country code and phone number. For more information, visit https://****.****/******** or call +***********.”
  As a resolution, we have applied a goodwill credit of $109.50 to clear all the roaming charges and Ms. ********** has accepted our resolution.
  
  Thanks,
  Freedom Mobile

• Initial Complaint

  Date:25/08/2022

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Discount applied to my cell phone bill of $15 per month until October 2023. Freedom mobile customer agent assured me on the phone and instore that the discount would be honoured if I chose to upgrade. It was asked multiple times on the recorded calls, and that was the main driver as to why I chose to upgrade and continue using freedom mobile as a service. My latest bill arrived and the discount was not applied. I telephoned customer service and they informed me that the discount was suspended and would not be applicable to my plan any more. So now I am tied to a 24 month contract with freedom for a price point that was not agreed verbally with me on multiple occasions, so I was sold goods under false pretences.