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:05/12/2022

  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.

  On Nov 29th, 2022, I contacted Freedom Mobile using their ******** contact to inquire about getting a refunded for $99+tax that I payed on Nov 23rd, 2022 for a pre-paid mobile phone: ###-###-#### that was set to renew for another 6 months on Dec 2nd, 2022.
  
  The agent agreed to refund me and guaranteed that I was going to get my refund back to my credit card, *** ******** *********** ** *** **** *******. This guarantee that I was going to get refunded and have the pre-paid plan for ###-###-#### closed is what gave me the confidence to purchase and open a new pre-paid account to take advantage of a new offer.
  
  Now it is Dec 2nd, 2022 and after checking my account for ###-###-#### online, and they have not only not refunded me as promised, but they have renewed the plan for another 6 months using the $99+tax.
  
  I have tried contacting Freedom through ******** and via telephone multiple times spending several hours, and everyone is firm that their policy is no refunds on pre-paid plans, despite verifying and confirming the contents of my chat history with their agent on Nov 29th, 2022. A manager even admitted over the phone that we were misinformed by the Freedom Mobile agent, but the most he could do was provide a $40 discount on one of our other phone plans over 6 months. This would still leave us paying $71.87 out of pocket for their mistake.
  
  As a long time customer with Freedom Mobile for over 8 years, what I would expect from Freedom is that they be professional and honor their word to refund or credit me the full $99+tax and close the pre-paid plan for ###-###-####.

  Business Response

  Date: 22/12/2022

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

  
  We sincerely apologize for the inconvenient that Ms. *** has
  experienced.
  We spoke with Ms. *** and provided a credit of $111.87 on
  her postpaid account to refund the top-up made on the cancelled line# ###-###-####.
  We thank Ms. *** for her
  continued support.
  
  Regards,

  Freedom Mobile

  Customer Answer

  Date: 22/12/2022

  
  
  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:05/12/2022

  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 have freedom mobile service. At the beginning, it was 4G LTE signal. I don't know when it changed, but now, I only have 3G for my line.
  
  I have tried another SIM card and other devices. I m sure it is not my phone issue. Then I contacted technical support twice, they said 4G is not guaranteed in all situations. No matter where I go, even in the 4G coverage area, there is no 4G signal, only 3G. They checked my phone settings, and said nothing they can do.
  
  With this disappointed answer, I just want to cancel the line, so I may move to another carries, but they asked me to pay out mytab balance.
  
  I said it is not my fault, I already paid for many months for poor speed. If I'm paying for 4G, I want to be able to use 4G, and not 3G.
  
  I tried to ask if they may put my tab on another line which is out of contract, but they refused again.
  
  They only said sorry, but offered no solution for me.
  
  Now I'm stuck in a contract where I have to pay another 12 month for poor service.

  Business Response

  Date: 10/01/2023

  To whom it may concern,
    
   Freedom Mobile has reached out to the customer in response to the BBB complaint.
  
  We have sent an email and are waiting for a response. 
  
  Kindest Regards,
   
   Michael M.
   Executive Office Specialist
   Freedom Mobile

  Customer Answer

  Date: 20/01/2023

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

• Initial Complaint

  Date:05/12/2022

  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.

  I tried to get a new phone from freedom mobile this afternoon, was told online I could get it for $0 as advertised with selected plan I chose, but was told my credit was denied, no reason given. No negative items listed on my credit. Request to speak to manager also denied.

  Business Response

  Date: 13/12/2022

  Date: December 13, 2022
  Name: ***** *******
  Account: **************
  Issue: Credit check dispute
  BBB
  Complaint ID: ********
  Complaint
  Status: RESOLVED
  
  Customer’s complaints: 
  The customer was disputing the credit check
  result required to activate a tab account.
  
  Freedom Mobile’s account review: 
  The check was performed based on the information the customer provided and was assigned as per the result from the credit reporting agency.
  
  Freedom Mobile’s recommendation:  
  We have advised the customer to dispute the result with the credit reporting agency. We don’t determine the score as this is provided by the credit reporting agency.
  
  We sincerely
  apologize for any inconvenience this may have caused.
  
  Regards,
  ***** Executive Office
  Specialist, Customer Care

  Customer Answer

  Date: 13/12/2022

  Complaint: ********

  I am rejecting this response because:

  I did that while I was in the store. Also the credit check itself is illegal. Only a soft credit score is supposed to be done. Not a hard one. ******* *** **** ****** ***** **** ********** ******** ** *** ****. I even showed the employee at the Freedom mobile store my current credit store and conflicting information given to me by there own customer service representatives via text. The treatment i received was disgusting and unacceptable. 

  Sincerely,

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

  
  

  
  

• Initial Complaint

  Date:02/12/2022

  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.

  On Nov 1st 2022, I made a $527.00 payment towards an outstanding payment, however on the 7th of Nov i got a text message letting me know that my account has been suspended, i then called Freedom to ask them why my payment from Nov 1st hasn't been updated, upon looking at my screenshot of the confirmation i notified the call center rep that i had made a mistake by 1 digit when entering the phone number the freedom rep then told me they will launch an investigation to have the money moved from that persons account to my account, i contacted my bank who let me know because they have already accepted my payment that freedom would have to issue me a refund. After 3 weeks of me calling Freedom following up myself when i was told they will contact me which they never did in the end they basically told me that i'm on my own, and they will not refunding me my $527.00 and that person that got my hard earned $527.00 just my money. All i have been asking if for MY MONEY be transferred into my account rightfully so or i get a refund. Not to have someone benefit from my expense. My account number is ***************.

  Business Response

  Date: 08/12/2022

  Date: December 8, 2022
  Name: ******* *****
  Account: **************
  Issue: payment posted to incorrect line
  BBB
  Complaint ID: ********
  Complaint
  Status: RESOLVED
  
  Customer’s complaints: 
  - Customer mistakenly posted a payment towards a
  different account.
  
  Freedom Mobile’s account review: 
  - We have confirmed the payment was indeed posted on the reported account.
  
  Freedom Mobile’s recommendation:  
  - We have transferred the payment of $527 to the correct account after further review.
  
  Apologies for the inconvenience this may have caused.
  
  Kind regards,
  James Executive Office
  Specialist, Customer Care

• Initial Complaint

  Date:28/11/2022

  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 had a trip to the US on October 28. I called prior to and purchased a roaming Data plan 30 days for $50. On November 1st at 2:33 I got a message that I only have 306 MB left. I turned my data off. November 2nd at 10:49am I purchased an extra 1GB for 5 dys $35 and got a confirmation message at 10:53 am.At 11:32am same day I got another message that I have 100 MB remaining from the initial 30 days Big Gig roam package. At 01:34 pm same day I received another message that I have used 100% of the 30 days Big gig package.I had purchased a new package already so it didn’t matter. Fast forward to November 5 10:15am I receive a message that I now only have 303 MB remaining out of the second package I bought. I purchased another 1GB for 5 days $35 and received a confirmation message at 10:17am (2 minutes later). At 2:01 pm I receive another message that I have on 94 MB remaining on the package bought on November 2nd. At 03:11 pm I receive another message that I have used 100% of the package bought on November 2nd. On November 8th 11 am I receive a text that I have 306 MB remaining on the last package I bought. I didn't buy another package because I was at the airport returning to Canada. Today I receive a bill of $321.13. My regular monthly bill is $94, the add ons that I bought $120 and an extra charge of $70 because I went over my data. I called and a rep said it was before I bought the two extra packages and offered me $30. I refused and asked for a supervisor and they hang up on me. I called back and no one picks up. I am not paying $70 dollars while I purchased plans promptly. * ** ***** ** ** ** *** **** ** * **** ** ******* * **** ******

  Business Response

  Date: 05/12/2022

  Date: December 5, 2022
  Name: ***** ********
  Account: **************
  Issue: pay per use charges
  BBB Complaint
  ID: ********
  Complaint
  Status: RESOLVED
  
  Customer’s complaint: 
  •     Customer complained about the pay per use
  charges they incurred after adding add-ons to prevent it from happening.
  
  Resolution:
  We have agreed to credit the pay per use charge plus 1 of the add-on that was added. Total adjustment applied is $119 after taxes.
  
  Regards,
  James Executive Office
  Specialist, Customer Care

  Customer Answer

  Date: 05/12/2022

  
  
  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:25/11/2022

  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.

  To whom it may concern.
  Good afternoon, my name is ******** *****. Please, help me with my concern.
  I disagree with one charge Freedom mobile made to my account on November 8, 2022, at 12.54 pm for $1065.15 + HST.
  This charge appeared 4 hours before I ran out of my data from the roaming package (based on the Freedom mobile notifications) and before I received a notification from Freedom about the amount of data left on my Big Dig Roam package.
  When I was purchasing the roaming package from Freedom, their agent reassured me that “Once you have already used all your data, you will receive roaming notification” and “You will receive how much will be the remaining amount before you’ve used 100% data”. Therefore, sincerely trusting Freedom company and relying on their excellent reputation, on November 8, 2022, as soon as I received a notification about using 100% of the data in my package at 5.26 pm, I immediately purchased a new Big Dig Roam Extra package.
  I want Freedom to issue a full refund for this charge done on Nov 8, 2022 at 12.54 pm ($1065.15). Also, they should refund me the HST for this amount, which is 13%. So, the total amount of refund should be $1204.19.
  Freedom company managed to refund me $726 out of $1204.19. However, I am still unsatisfied with this resolution, as I consider this charge unfair.
  Moreover, I also submitted a few complaints online to Freedom mobile, tried to contact their Backoffice, and they keep telling me that they cannot help me with my concern. Also, today I went to their store and their agents, but they said they also cannot help me. All my online complaints Freedom mobile simply ignore.
  I also requested them to contact me exclusively via emails, and they never sent me any email with an explanation of why they refuse to help me with this charge.
  ******* *** *** *** ********* ********.
  Account No. ****************
  
  Thank you very much.
  Kind regards,
  ******** *****

  Business Response

  Date: 30/11/2022

  To whom it may concern,
   
  Freedom Mobile has reached out to the customer in response to their BBB complaint. The customer has already been credited for this issue.
  
  Therefore, we would consider this matter to be resolved.
  
  Kindest Regards,
  
  Michael M.
  Executive Office Specialist
  Freedom Mobile

  Customer Answer

  Date: 30/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  I disagree with the pay-per-use charge in the amount of $1065.15 + HST (with HST $1203.62) made by Freedom company at 12.54 pm on November 8, 2022. This charge was done 4 hours before I received a notification from Freedom mobile that I was running out of data. Furthermore, when buying this roaming package, Freedom mobile agent reassured me that I could trust and rely on Freedom notifications. Therefore, I consider this charge unacceptable. 
  I appreciate that Freedom readjusted my bill today (November 30, 2022) based on my request. Moreover, I appreciate that Freedom started communicating with me via email (also based on my request).
  I am also grateful that Freedom managed to reduce my bill; however, the amount of $1203.63 still needs to be refunded to me in full. 
  Thus, Freedom mobile still must refund me the remaining $392.84 (HST included).

  
  Thank you very much.

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

• Initial Complaint

  Date:25/11/2022

  Type:Customer Service 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 phoned by the Freedom Mobile hotline on November 25 around 12:00am.
  * **** **** * *** ***** ************* ******** 
  I called to ask for a discount. The agent put me on hold multiple times without telling me that he is going to be put me on hold. The call ended abruptly while I was on hold again.
  
  I called again. Another agent picked up and I asked for my prior agent name to file a possible complaint. I was immediately cutoff this time.
  
  I tried to call the hotline again and the call was unsuccessful after entering into the automatic phone menu, right after I was said to be connected with an agent.
  
  This is extremely disappointing to say the least.

• Initial Complaint

  Date:22/11/2022

  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.

  I noticed a TV commercial by my cell phone provider that said, with a new line you got a new cell phone for free. I signed up for two new lines and got two cell phones that I thought were free. Both cell phones I had to sell because one of them leaked all my passwords and the other one wasn't working with my lifestyle it was too basic I wanted to switch to Android. They charged me full price for both the phones. I have been paying for the phones for 2 years and I still owe $420, they told me the phones were free. Is there anything you can do to help me? They have been helpful when I am buying something and urgently disruptive when I try to get my money back. ** *** ********** *** **** ** **** * ** ********* ****** like I said I was told the phones were free I have paid about $2000 to date since getting the new lines.

• Initial Complaint

  Date:16/11/2022

  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 super dishonest??
  
  Soooooooo...... Recently went in to freedom to renew my phone plan and get a new phone. They tell me about this promotion where they offer a free tablet with a signup. I tell them i don't want or need a new tablet ( ***** ******* **** ) but they say its free anyway so just take it and give as a gift or whatever. Just got my first bill and I see an activation fee associated with a new tablet phone number and charges for the tablet monthly plan! **** ****?
  Call freedom and they can't do anything, so I say, not good enough! They were able to lower the monthly tablet service fee by $5 for a **** ** ******* I never wanted in the first place! Freedom rep I talked to said they had countless complaints about this "****"
  So dishonest!
  ******* *** ***** ** **** *** **** ******* ******* ** ***** ** ** *** *** ** *** *********** **** * ***** *** *********** *** *** *** ** *****

• Initial Complaint

  Date:03/11/2022

  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.

  On Friday October 28th at approximately 5:30 p.m., we went to the ******** ****** Mall location of Freedom mobile to transfer our service from ***** to Freedom. One of the cell phones is an old flip phone that doesn't accept data or Wi-Fi, so we asked for the least expensive plan available for that phone. The agent recommended a $99 a year plan, which we took. There was an error message on the phone when they inserted the SIM card stating that ***** never unlocked it. The agent told us to get it unlocked and we would have service once we put in the freedom Sim. On Sunday ***** unlocked the cell phone, but the freedom SIM card doesn't work. We were advised by freedom that their SIM card is not compatible with our cell phone. Even though the purchase was made in person with the freedom agent having our cell phone in his hand and due to ******** ************ he sold us a plan we cannot use, freedom is refusing to refund our money of $127. They have suggested we purchase a new phone. We were supposed to receive a phone call from a manager within 24 hours and as of today we still haven't heard from anyone. The unusable cell phone number is ###-###-####.

  Business Response

  Date: 04/11/2022

  Date: November 4, 2022 
  Customer: Jacqueline G.
  Account: DBC5*********1 
  Issue: Device incompatible with the network 
  BBB Complaint ID ********
  Complaint Status: Resolved 
  
  Customer Complaints:   
  Customer requested for the top up payment to be refunded as the device is not compatible with the network. The initial request was denied as prepaid lines are normally non-refundable. 

  
  Freedom Mobile’s Account Review:   
  We have confirmed that the device is not compatible with the network.  

  
  Freedom Mobile’s Response: 
  We have made an exception to refund the payment of $127.00 and have issued a cheque which will be mailed out within 10 business days. 
  
  We apologize for the inconvenience. 
  
  Regards,  
  
  James 
  Executive Office Specialist  
  Freedom Mobile Inc 

  Customer Answer

  Date: 06/11/2022

  
  
  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,
  
  
  
  Jackie G.