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

  2960 Kingsway Dr. Kitchener, ON N2C 1X1

• 

  Freedom Mobile

  54 Wilson St.W. Ancaster, ON L9G 1N2

• 

  Freedom Mobile

  998 King St.W. Hamilton, ON L8S 4R5

• 

  Freedom Mobile

  3505 Upper Middle Rd. Burlington, ON L7M 4C6

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: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,
  
  
  
  **** *********

• Initial Complaint

  Date:03/01/2023

  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.

  I traveled to the US from November 17-22 2022. Freedom Mobile's service made it more stressful than necessary. I believe I may have been overcharged, but multiple attempts to contact customer service via their email (CCTS) and chatting service have gone unanswered.
  
  My plan includes 1G of data which I thought might be sufficient for my anticipated very occasional data use. I would use wifi whenever possible. Others I consulted with agreed. Yet, data depleted within a couple of days, so I bought an additional 1G Roaming Data plan 30 days for $50 figuring I'd need it at this rate. (Strangely, I can't find this add-on option on their website. Their add-on plan info is not very user-friendly in terms of understanding the variations between options as it is--I accidentally purchased Unlimited LD/texting to the US.)
  
  Frustratingly, this 1G again depleted within a couple of days. How does a plan designed for 30 days deplete in 2 days? I was using ******, **** and ****** ***s for a few minutes here and there, using wifi whenever possible, but that should only amount to 3 – 5 MB of data per hour of use. Other travelers from Canada I talked to agreed that this was ridiculous. Out of desperation, I purchased per-day add-ons.
  
  I figured that surely I could sort out an explanation about these usage charges once I got back, but I was very wrong:
  -3 emails to their CCTS escalation service—no reply.
  -Many attempts to message their mobile chat service—no reply
  -2 phone calls—The first rep non-confidently said everything looked in order. The 2nd (a supervisor) would only say (and reiterate) that all the billing was correct and refused to look into the details. I asked for details about how my usage broke down and she just referred me to check my online usage. I don't see any indication that i went over the extra 1G I purchased.
  
  My Data Roaming Usage during my travel time period, as reflected in my Freedom Mobile online account, is:
  Nov 17 - 576 MB
  Nov 19 - 46 MB
  Nov 21 - 58 MB

  Business Response

  Date: 09/01/2023

  BBB Case: ******** (complaint ID)
  
  Name: ***** ******
  
  The customer had concerns regarding the usage of the US roaming plan. 

  Attempted to call the customer multiple times to provide details of the usage as well as offer a credit as a goodwill gesture. But the attempts were unsuccessful 
  as the customer was not reachable. 
  
  Offer to the customer: 
  Offer to cancel the Unlimited Long Distance Calling addon if not needed and refund the charges for it so far which is $20.99.
  Additional credit of $14 for one fo the 2 day roaming passes added by the customer and $4.50 for the Pay Per Use charges while roaming.
  Total credit = $45 (including taxes).  
   
  Thanks,
  
  Freedom Mobile

  Customer Answer

  Date: 18/01/2023

  
  
  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.
  

  Note that this is only because I don't have time to rehash the details as I still haven't received an explanation as to why the data I paid for depleted faster than was reflected in my account's usage details. If an email could be sent to me about this that would be great. (I did not receive any phone calls that I know of, but like most cell phone users, I don't pick up unknown numbers. Perhaps the company could have used my email address which was part of the required info when I submitted customer service requests?
  

  I am looking forward to seeing the refund come through asap.
  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:16/12/2022

  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.

  Freedom Mobile charged me for services that were suspended and are not refunding me. I requested a refund when I contacted them on Friday December 9th 2022 at 21:42pm UTC, but refused to provide a refund.
  
  I suspended my freedom services for my phone number: ###-###-#### through their online portal in August and Freedom continued to charge me money despite my phone number not being in service. **** ******** * ******* ** ** ***** ***** ***** ***** *** ** ***** ** *** *******.
  
  I did the suspension online and Freedom never mentioned that the plan would continue to be charged. There is no other way to cancel the services with freedom through their online portal.
  
  I would like Freedom Mobile to refund me for the charges to my account while my services were suspended, a total of $123.22. They took my money for services that were suspended.

• Initial Complaint

  Date:12/12/2022

  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.

  I am currently 2.5 mo. into my 6 mo. prepaid plan for $99 every 6 months on the account ###-###-#### and another account ###-###-#### for which I'm an authorized user. I would like to change now to a plan (By The Year 50 GB Talk & Text) that is $99 every 12 mo. This equates to net difference of ($58 credit for prorated, unused portion of current plan, $99 charge for new plan for next 12 months) about (-58+99=41) $41 to switch plan. Upon requesting a change of plan, I was told that I would need to pay the entire amount of the new plan and that the unused, prorated amount of my existing plan would be forfeited because the "system is unable to handle it" or the “plan does not allow it”. Customer service and supervisor refused manual changes/escalation.
  
  According to the CRTC Wireless Code regulation and previous similar CCTS complaints made to various service providers, apart from Early Cancellation Fees (which my plan does not have), unused prorated portions must be credited or refunded upon termination of plans, including prepaid plans, as they are also subject to that section of the Wireless Code; therefore, unused portions of my prepaid plan may not be forfeited when cancelling or changing service. In fact, I changed between plans of different lengths (1 to 6 mo.) in Sep. 2021 and was credited the unused prorated amount. It appears that your system is unable to properly change my 6 month plan to a 12 month plan and are making me pay more than I have to because of it. I would like to be able to change the plan as desired and be credited the unused, prorated portion of the plan (so that I would only need to pay $40-$41 to switch plan for the next 12 months).

  Business Response

  Date: 19/12/2022

  To whom it may concern,
   
  Freedom Mobile has reached out to the customer in response to their complaint. Freedom Mobile has presented alternative offers to resolve their complaint in which the customer has accepted.
  
  Therefore, we would consider this matter to be resolved in mutual agreements.
  
  Kindest Regards,
  
  Michael M.
  Executive Office Specialist
  Freedom Mobile

  Customer Answer

  Date: 23/12/2022

  
  
  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:12/12/2022

  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.

  RE: Account No. ****************
  Primary number ************
  
  I ported out this line on November 26, 2022 to a different carrier. On December 8 I was charged for $44.80 which is for service between Nov. 25 to Dec. 24. Since I ported out on Nov. 26 I should not be paying for the services that I won't be using.
  
  I reached out to a chat agent who falsely claim the payment on Dec. 8 was for a previous billing cycle. When pointed out the date of Nov. 25 to Dec. 24 under "Current Charge" on the bill, he said it's "for reference".
  
  I therefore demand
  1/ full refund of $44.80.
  2/ stop any future billing immediately and properly cancel my account.

  Customer Answer

  Date: 13/01/2023

  I have received the refund from Freedom Mobile Inc. Please consider this complaint resolved.

• Initial Complaint

  Date:08/12/2022

  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 am trying to port my mobile number from Freedom mobile to *****. ***** submitted a porting request and told me Freedom is rejecting the porting request, citing there's a duplicate porting request from an other service provider. Freedom mobile is saying they haven't received any port out request from any service provider including *****. I've signed a two year term with ***** on 1-Dec-2022 and hence my billing cycle is active with *****. As Freedom mobile hasn't released the number, my account is active with Freedom mobile and hence I have to pay Freedom as well. Both companies aren't willing to talk to each other. Freedom mobile is saying I have to talk to ***** and ***** is asking me to talk to Freedom mobile. I have made 11 calls to ***** so far and multiple calls and chats with Freedom mobile. Kindly help me solve the situation.

  Business Response

  Date: 27/01/2023

  To whom it may concern,
   
  In regard to the customer's complaint, Freedom Mobile recommends that the customer reach out to our Porting Team to further assist with this matter by dialling 1-***-***-****.
  
  Kindest Regards,
  
  ******* *.
  Executive Office Specialist
  Freedom Mobile

• Initial Complaint

  Date:08/12/2022

  Type:Service or Repair 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.

  I'm a Freedom Mobile customer. I moved to Norway in August and I was using my Freedom Mobile number thanks to their roaming service. End of October, Freedom Mobile decided to stop its roaming services, without providing a viable solution for me. After October 31st I lost access to my phone services. Currently, I'm trying to port my number, however since I cannot use my Freedom Mobile phone number (due to their decision to stop roaming services in Norway) I'm having difficulties in porting my number. I reached out to Freedom Mobile multiple times, and couldn't get a viable solution regarding my port out request. The problem is, they want me to notify them when the port out request is being executed by the new service provider. I told them multiple times that I cannot know when exactly this request will be executed. As you may know, there's a 90 minutes window for approval after receiving an SMS notification for port out. My problem is I don't have access to my mobile phone services, therefore cannot receive the approval SMS. Freedom Mobile wants me to notify them when the request is executed. I have no means to know the exact time. I'm stuck with terrible customer treatment, due to the problem caused by Freedom Mobile. I'm just asking them to pre-approve the port out request without waiting for me to reach out to them.

  Business Response

  Date: 15/12/2022

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

  
  We sincerely apologize to the inconvenience that *** ****
  has experienced.

  
  Please be advised that both lines were cancelled already. If
  they wish to still port out their line, kindly please call 611 to reactivate
  the service.

  
  Once the service has been setup, we will temporarily credit
  the line to ensure that line is active. Then *** **** can advise the other
  provider to initiate a port out request. The sms verification will be sent out
  to *** **** within 90 minutes in which they have to respond YES.

  
  We will await for your response and direction.
  
  Thanks,
  Freedom Mobile 

  Customer Answer

  Date: 15/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  They really don't understand the situation. The company stopped roaming services in Norway a couple of weeks ago, which means I lot access to my phone service thereforw I cannot receive an sms. They should know that and I explained this to various support persona numerous times. How can they expect me to receive an sms knowing that they themselves stopped providing roaming  service to Norway (without providing me any option) This is really an unacceptable response, a proof of what I've been through.

  Sincerely,
  
  
  
  *** ****

• Initial Complaint

  Date:05/12/2022

  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 decided to move to Freedom from **** and that's when all the problems started. The number ported over after hours of trying because Freedom was having "technical issues" on their end. Then, I couldn't make a payment. Freedom kept telling me my bank was stopping the payment - they weren't. I called my bank twice to confirm this and they advise no payments were being blocked on their end. I even tried a **********, a debit card - nothing worked. I tried all day for hours because I now had no cell service and needed to travel alone at night due to work. They kept telling me to go to a store - nearest store close to me closed at 5:30 because it was a Saturday. I'm so frustrated with the way Freedom has handled this. My service was working fine with **** and because I wanted to move to Freedom, I now have a ported number and no cell service. I have that number down at the hospital because we're awaiting a critical surgery for a family member and now they can't get a hold of me. I talked to multiple agents and no one even cared to understand my situation, they just kept repeating the same thing. My service is suspended through no fault of my own and they fail to admit their mistake and take on responsibility. I have received the same response from agents - go to a store. I would if I could but that was not an option which I explained to them. How is this even allowed to happen? They fail to accept responsibility for an error on their end and leave people with no coverage. Do they even realize the consequences of this to a customer's life? Like not getting a surgery they've been waiting for for months because they cannot be reached via phone. Or not being able to call 911 or a family member if something happens?

  Business Response

  Date: 07/12/2022

  Dear Sir/Madame:

  The complainant is not authorized on this account.  We are unable to provide any details until ****** is added an authorized person on the account by the account holder.

  Thank you,

  Executive Office 

  Freedom Mobile Inc