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

  75 King St. S. Waterloo, ON N2J 1P2

• 

  Freedom Mobile

  435 Stone Rd.W. Guelph, ON N1G 2X6

• 

  Freedom Mobile

  55 Wyndam St. N. Guelph, ON N1H 7T8

• 

  Freedom Mobile

  278-328 Speedsvale Ave. E. Unit 21A Guelph, ON N1E 1N5

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:14/08/2025

  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 ###-###-#### mobile line and a post paid ###-###-#### line. In nov/Dec 2024 i cancelled the prepaid line & there was a $200 credit. In January 2025, the post paid line was in a 2 year contract & was coming to an end. I was switching providers. I ported the number & returned the device a couple days before end of term. Because I ported the number of the postpaid line, Freedom would not take the device back & said I owed $349. I said transfer the credit from my prepaid line. They told me the credit was gone & that line (account) doesn’t exist. I requested payment history for all of 2024, i have not received. I will pay the difference once my credit is transferred but I refuse to pay $349 when I went to return the device. * ***** **** ** ******* ******** ******** *** **** **** ******* **** **** ** ***** **** ***** *** ****** **** * ********** *********** *** ******* *** * **** **** **** ** *********** **** ******* * **** ** ********* ** ** ****** *******

  Business Response

  Date: 22/08/2025

  This request has been received as a **** case filed by the customer and a resolution will be worked upon there.

• Initial Complaint

  Date:08/08/2025

  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.

  Repeatedly *** ************ adding collection reports to my credit score, under a slightly different amount and a different collections agency. *** **** ** *** ** * ******* **** ******** ***** * *******. By repeatedly re-adding the collections, they're avoiding the time related cessation of their credit claim *** ******* ********* *** ********** ****** ** **.
  
  The initial report was added April, 2024, with additional reports added in August 2024 and May 2025. ***** ********* ********** ******* **** *** * *********** ****** ** ** ****** ****** ** ****** ** *** ***** ******** ** *** ******* ** ***** **** ******** *** ****** ***** ****** ** ******* ** ****** ****** * **** ** ******** ****** ******* *** *********** ********** *** ***** ********* ********* ** ***

  Business Response

  Date: 15/08/2025

  Good Evening BBB team,

  We have provided an explanation of our collection process and final balances that are unpaid.

  Thank you,

  Executive Office

  Freedom Mobile Inc

• Initial Complaint

  Date:08/08/2025

  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.

  Since June 22, 2025 a line on my cellular plan has been dropping service randomly. This is causing missed & delayed texts and calls. They provided a new SIM card which did not fix anything and made the situation worse.
  
  June 29, the other line stopped receiving SMS all together. It has not received one since this date, no matter where I am located.
  
  June 30th and July 3rd the company was asked to communicate via email or RCS since the other services were not working. They ignored the request for other forms of communication and cancelled/closed our ticket multiple times due to their failure to contact us. They also admitted via RCS that there had been 0 attempts to fix the issue. I was told to wait 2-3 weeks for an update.
  
  July 28th I asked for another update. I was told they still did not try to fix the situation and they demanded a specific address of the issue even though it has been explained many times that the issue effected multiple service areas including 4 different cities that we work in or visit. The address already listed on the account was provided again as well as a secondary address.
  
  As of August 7, I reached out again. I was told the technical team did a service test in the area of the one address provided and determined it was working well, so the case was closed again without letting me know or fixing the issues with either line. I asked what their solution was and was told they have no solution.
  
  I am paying for services including SMS. I am not being provided with these services nor am I being given an option to void our contracts due to the terms not being met by the company. They will not allow me to terminate the contract without paying the full amount owing on the tab for the one line, even though we cannot use the line due to the service constantly dropping.
  
  The bill has been paid in full and on time, yet the services outlined in the contracts are not being provided to me nor is a solution to the problems being offered.

  Business Response

  Date: 19/08/2025

  To whom it may concern,

  Freedom Mobile was unable to reach an agreeable resolution with the customer due to lack of response within allotted time frame.

  Customer has responded as of August 18, 2025, and we will continue conversations with the customer to reach resolution.

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

  Customer Answer

  Date: 19/08/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because no effort was made by the company to resolve the issues other than a small credit to my account. This fixes nothing and does not resolve the ongoing issues.

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

  Business Response

  Date: 20/08/2025

  To whom it may
  concern,
  

  Freedom Mobile completed additional troubleshooting, and customer confirmed the SMS feature is now working properly.

  Freedom Mobile agreed to provide a 3-month service credit to account in the amount of $149.16.

  Due to the above explanation, both cx and Freedom Mobile deem this case resolved
  
  Kind regards,
  Freedom Mobile

  Customer Answer

  Date: 20/08/2025

  
  
  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:06/08/2025

  Type:Service or Repair 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 not honouring mobile phone trade in contract as per their terms and conditions.
  
  
  Email below I sent to freedom head office. No resolution to this date.
  
  
  
  I need to talk to a manger and decision maker who can address the trade in terms and conditions for returning a phone on a 2 year plan.
  The issue is your staff, including the manager at the ********* ******* location have ************ subjective opinions on what is considered “good working condition” as per your “terms & conditions”
  
  For example, my first experience trying attempting to trade in and renew we were told that the “back side” of the phone does not meet criteria as there are some scratches?(these “scratches” are incredibly minor) I got a quote from a tech store to replace the back of the phone as instructed by staff($250.) I did not proceed with the repair ** **** ** **********, I then went back into the Freedom store and told a different staff member **** ** ***** *** *** ******. She then told me this phone does not meet criteria as there were scratches on the screen now!!!!, this was not mentioned in the initial visit after staff member removed the screen protector to inspect.
  
  As you can imagine, this has become increasingly frustrating as I am only trying to honour our commitment so I asked to speak to a manager. Getting in touch with a manger was *************** difficult as I needed to make many return visits to the shop due to the message was not being relayed to the manager from staff OR the manager was not taking accountability as I sent emails without any replies.
  
  I met with the manager today and ended the meeting more frustrated than the initial attempts as he is trying to educate me on what is considered a “deep” scratch. I need to escalate this issue to the back office team ** * **** *** ***** ***** ********* ** *** the team at ******* ********* is not honoring the terms and conditions of the contract.

  Business Response

  Date: 11/08/2025

  BBB Case: ********(complaint ID)
  Name: ***** ****
  
  The customer's return of the ******* device was denied in store.
  
  Offer: Customer was advised that we cannot override a store's decision. However, we have offered to cover 50% of the ******* cost of the phone amounting to $208.50 + taxes.
  Cusotmer has accepted the offer.
  
  Thanks,
  
  Freedom Mobile

• Initial Complaint

  Date:06/08/2025

  Type:Service or Repair 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 representatives assured myself *** ** **** that their plans that give coverage in 100+ countries would include Argentina. We signed up for these plans and upgraded our phones, combined we're paying $150 per month.
  We planned and have begun a 2 month trip to visit ****** family. We landed August 5, 2025. Arriving to no coverage, no service, no data in Argentina. When asking a Freedom representative online what can be done, they recommend we buy phone plans in Argentina, and offered $5 off per month.
  Fair resolution would be a reduction in phone bill that matches the amount we must now pay to an Argentinean provider. And for Freedom to stop saying 100+ countries and simply provide customers with a list of countries.
  Please contact for the amount that we will have to pay to Argentinean provider.

  Business Response

  Date: 15/08/2025

  BBB# ********

  Customer: Kent Duthie 

  Customer has reached out regarding not being able to use roaming services in Argentina.

  Update: Customer is currently out of the country and an email conversation is going on with the customer to find out the best resolution.

• Initial Complaint

  Date:28/07/2025

  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.

  Called and spoke to 3 different people , manager included and all refuse to refund me.
  
  I got a prepaid line 2 days ago. I cancelled less than 24 hrs after getting it because the DATA AND PHONE PORTION DODNT WORK.
  
  It wouldn’t allow me to call out and I therefore had to get a plan that worked elsewhere as the phone wouldn’t allow me to call out.
  
  I expect a full refund. ** **** * **** ** * ******* **** ** ***** **** ** ******** ********* **** *** ****** ****** ******* *** ******* ** ** ** *** ***

  Business Response

  Date: 31/07/2025

  Dear ******** *******, 

  We understand that you are requesting a top-up refund due to the cancellation of your service. Please be advised that top-ups are non-refundable; however, as a goodwill gesture, we will refund $49.95 in the form of a check. Kindly confirm the address below:

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

  Regards,

  Freedom Mobile 

   

   

   

  Customer Answer

  Date: 31/07/2025

   

   

  yes, that address is correct  

  
  
  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:24/07/2025

  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.

  * **** ********** **** ******* ****** * ******* ********** ******** ******** ********* ********** ** ******* *** ****** ***** ********* ******* *** ** ************* ***** *******. The gentleman signed a 2 year contract in 2022. Then he cancelled the contract, but freedom mobile continued to bill him about $81.00 per month for the next three years. They also refuse customer to make billing inquires.
  
  Freedom Mobile as you have documented delays or ignores request for cancellation of service contracts. **** ** * ******* ***** ** **** **** ****** ** ******** ******** *** **** **** *******. I have attempted to negotiate a settlement with Freedom Mobile and they have simply ignored my request. **** ** **** ** *** ****** * ***** * ******* *** ******* **** ******** *** *** ******* *** **** ****** ********* ** ******* *** * ***** **** ** ************* *** ******* ****** ** ******** ** ****** *** ********** ******* ****** ******* ** ***** ******** ******* ***** ** ************ ******* ******* ********** *** ************ ********** ** ** *** ****** **** ******* **** ** ** *** **** * ******* *** ******** *** ******** **** **** **** ** ***** *** **** *** ******* ****** ******** ** ****** *** * *** ******* ***** ***** **** ********** *** ***** ******* ** ****** ******** *** * **** ******* ****** ***** ****** *** ******** *** * **** ** *** *** ****** ** *** **** ****** ** * ****** ******** **** ***** ******* *** *** ********** ** ************ ******* **** **** *** **** ******** **** ******* ******* ****** *** *** ****** **** ** ******** ******* ****** ****** ****** ** ********** **** ****************** ******** **** **** *********** ******* ********* ****** ** ***** ******* ******** ******* *** ****** ******* ******** ********** ** **** ****** ** ******* *********** ******** **** *** *** ******** ** *** ******* ** ******* ********* ****** ********* ** ******** ************** *** ********* ** ******** **** ** ********* ** ***** **** *** *** *** ******* ***** ******

  Customer Answer

  Date: 06/08/2025

  After weeks of delay, Freedom Mobile reached out to me yesterday evening with an offer for the client.
  

  
  

• Initial Complaint

  Date:23/07/2025

  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.

  I received this offer:
  
  Freedom Mobile Exclusive: Hi Corey, ready for more data? 140GB is waiting - just for you!
  
  Switch to our $59/mo. plan (after Digital Discount) and get:
  *140GB data to use across Canada, the U.S., and Mexico
  *25GB Roam Beyond data to use in 100+ international destinations
  
  That's a whole lot of data and more flexibility to stay connected. Worry-free!
  
  Limited time offer! Confirm your selection in just a few taps. It's fast and easy: *********************************************************************************************************************************************** Minimum 3-month commitment required. International destinations are subject to change (may be added or removed). Taxes extra. Conditions apply. RC: U149
  To stop receiving offers, click here: ***************************************************************
  
  I followed the link and completed the offer and the web page then said it might take a few days to activate the plan. So I dismissed it and thought well maybe they will adjust it on my billing anniversary date since it reduces the pro rated charges etc.
  
  So now that my billing date has passed, they now state that I want an expired plan. I advised them of their error when I filled out their form and nothing was completed. Freedom Mobile refused to make any adjustments or honor the plan I opted in for.
  
  I want them to make me a better offer with the Data I wanted.

  Business Response

  Date: 31/07/2025

  BBB#: ********

  Name: ***** *********

  We thank you speaking with us today and as per our conversation, we can confirm that the line ********** is on the Can-U.S.-Mex 100GB + 5G+ and Roam Beyond 25GB for $59 including Digital Discount and 40GB Bonus data (totals to 140GB).

  We sincerely apologize for any inconvenience that you may have experienced. We thank you for choosing Freedom Mobile.

   

  Regards,

  Freedom

  Customer Answer

  Date: 31/07/2025

  
  
  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. No further action is needed on this case. Thank you!
  
  
  
  Sincerely,
  
  
  
  ***** *********

• Initial Complaint

  Date:14/07/2025

  Type:Service or Repair 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 have been trying to gain access to my account for weeks now. Here is a summary:
  -I changed both of my phone numbers and SIM cards along with buy email address in April of this year *** ** * ***** *********** **** * *** *** ****** **. I did this with Freedom customer case over the phone during an almost 2hr conversation.
  -I misplaced the paperwork with the new details and left the phone at a friends in another city.
  - I called freedom customer care (I have my account number, and all of the other information regarding my account). they told me to go in to a store to validate my identity.
  - I did so and got a new physical. I end up losing that SIM card the same day (slipped out of my pocket).
  -I go back to the store a few days later, am told the system changed and they can't help me.
  -I call customer care they tell me I have to go to the store.
  -I go to the store, they tell me to call customer care.
  -I chat with customer care, they tell me to go to the store. I provided my passport and drivers license to the agent along with a picture of me holding my ID to validate my identity as the account owner. He wouldn't even acknloedge anything other than telling me to go to the store. and wouldn't listen when I said the store said they cannot do anything and I have to speak to him. **** ******** ** ****** ***** **** ***** * **** **** ** *** ** **** *** ****** ****** ** ** ******** **** ******* * **** ** ********* ** *** ***** **** ** ******** *** **** ******** **** ****** *** ******* *** ******* ****** *** ****** **** ******** *** * ********* *** ******* ***** **** * ***** ***** *** ********* ******* **** ***** **** ******* **** **** ******* 

  Business Response

  Date: 18/07/2025

  Dear BBB Team,

  We have attempted to contact ****** on July 14. 15 and July 18 by phone and email.  

  We have not had a response.

  Once they have replied, we can proceed to assist them.

  Sincerely,

  ******* 

  Executive Office Specialist

  Freedom Mobile inc

  Customer Answer

  Date: 25/07/2025

   
  
  Complaint: ********
  
  
  Hey there 

  Email is in fact the best way to communicate with me yes only I have NOT received any emails from freedom mobile. Again my email address to use is ************************. If they could please ensure they are using the appropriate email as I have yet to receive any communication from them. 
  

  Thank you. 

• Initial Complaint

  Date:10/07/2025

  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.

  While I was Europe I was charged $442.89 plus tax Canadian dollars for ONE call I did not make. According to the records of Freedom.Mobile I phoned my Freedom Mobile messaging one on June 19th - * *** *** *** - from Sweden and "spoke" for 4 hours. I never made this call. I did not check my messages as I know that Freedom charges a lot. I have no record on my phone of ever making this call. Moreover, why would I check my messages for 4 hours. Furthermore, when I got back to Canada and listened to my messages. I had only two messages .
  I contacted Freedom Mobile and I was kindly credited $225.00 dollars to my Freedom mobile account. But as I did not make this call, I would like a full refund of the total amount. I have tried to contact Freedom a second time to speak to their manager but I was kept. on hold for just too long. I had to hang up. I am writing to ask for a full refund for this call which never happened *** ***** ** ** **** ********** * *** ***** * **** ** ******** *** * *****. It is an error on their part.and it should be rectified. ***** ***** ** ** ****** ****** ** ***** ******. I ask again for a full refund and not just a $225.00 credit note.

  Business Response

  Date: 19/07/2025

  BBB Case: ********
  Name: *********************** ***********
  
  We called ******** today, however, we were unable to reach
  them. As per our account records, it shows that you incurred a total international
  roaming charge of $422.89 plus taxes. This consists of $322.50 plus taxes of
  calls in which you claimed to have not dialed and $100.30 of data usage. The outgoing
  call for more than 4 hours of duration was an outgoing call to your voicemail
  which may have been unintentional or pressed by mistake. On July 8th,
  a credit of $226 was applied to assist with the roaming charges.

  As a
  resolution, we wish to offer an additional credit of $192.89. This service
  credit would clear the roaming charges for calls and portion of the data. Please confirm the acceptance of the service credit and if we should process the credit balance to be refunded to your credit
  card.
  
  Thanks,
  Freedom Mobile

  Customer Answer

  Date: 31/07/2025

  ***** * ***** * ******** ********* *** *** *** **** ** ****** ** ***** ******* ** ******** ** * ****** ** ***** *** ******* * *** ****** **** * ** **** ** ****** *** * ** ******* *** ****** **** ** ***** ** ** **** ******* ****** ** ****** ****** ****** *** *** ******** ***** *** ***** ******** ***** *********************** *********** ** ****** ******** ****** ******** ** **** ****** ** ***** ***** ** *** *** ******* ******** ** ***** **** *** ******** * ***** ************* ******* ****** ** ******* **** ****** **** ******** ** ******* **** ***** ** ***** ** ***** *** ******* ** **** *** ****** *** ******* ** **** ****** *** ******** **** *** **** **** * ***** ** ******** *** ** ******** **** ** **** ********* ***** *** **** **** ************* ** ******* ** ******** ** **** **** * ****** ** **** *** ******* ** ****** **** *** ******* ******** ** * *********** ** **** ** ***** ** ********** ****** ** ******** **** ******* ****** ***** ***** *** ******* ******* *** ***** *** ******* ** *** ***** ****** ******* *** ********** ** *** ******* ****** *** ** ** ****** ******* *** ****** ******* ** ** ******** ** **** ****** ****. PLEASE NOTE, Freedom Mobile was not able to call me because I am not in Canada and still very scared to use my phone because Freedom Mobile had overcharged me. I thank you in advance. Please grant me the refund that Freedom Mobile has agreed to grant me. I confirm that I acceptance of the service credit. I thank you in advance. Best wishes ******** ***********