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 has 202 locations, listed below.

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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:03/11/2022

  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.

  My dispute is with Freedom Mobile. I cancelled my account on October 22nd. My bill is charged on the 26th and they once again charged me. When I called them for it to be refunded they said that the payment is for the month prior. I have bank records that clearly show that is not how my billing works. I always prepay for the month to come. The amount I am looking to receive the 16.80$ they withdrew. It's not much, but it's just so clearly documented I need to file a dispute. The number I was in contact over is ************. Their contact number is ###-###-####. Thanks for your time.

• Initial Complaint

  Date:21/10/2022

  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 am writing to raise my concern about my mobile bill. My service provider is freedom mobile. I was travelling to US last month and i updated freedom on Sept 16 at 9:30 am that i will be traveling to US for 10 days and bought a pass for 10 days. They told me that i will be charged 7$ per day, that bill bring total to 70$ plus taxes for 10 days. I paid for Sept 16 to Sept 20 in my last bill as my billing cycle renews on 20th of every month. Today i received the bill for Sept 20 to Oct 20 and it was $1410. So thy are charging me this amount for Sept 21 to Sept 25. I spoke with freedom and explained i already upgraded my plan before i left and was never made aware of this pay per use otherwise i would not purchase it. They are telling me i was charged pay per use. I didn't receive any text message/ email for phone call telling me this. I am really disappointed and cant pay this as i have already paid 70$ for the service and as i agreed with freedom over the call before i left. Kindly look into this matter and help me to get out of this unpredicted situation. I was never told that they will be charging my card without even giving me a heads up. I understand that i have an auto payment on but i always receive the bill in advance. How come they decided not to inform me that i will be charged pay per use. And telling me now that i used data in September and will be billed now. I should have been informed the day they decided to start putting it on my card. This is the breach of the policy. Even if you have auto payment on i should be notified before adding charges on my card. And i can make sure that my data and phone wasn't even working in US properly. **** ** * ***** I request your intervention in this matter. Thank you so much.

  Business Response

  Date: 26/10/2022

  Dear Sir/Madame,

  The disputed charges have been explained and addressed by our customer care team.  

  A credit of $100.00 has been applied.

  Thank you,

  Executive Office 

  Freedom Mobile Inc

  Customer Answer

  Date: 26/10/2022

  
  
  Complaint: ********
  

  Dear BBB Staff, 

  Thank you for your help in this whole matter. I am rejecting this response because:

  
  I am writing in regards to the above complaint regarding my phone bill with Freedom Inc. I have received the response from the business. However, I am not at all satisfied with their response. I did have the conversation with them before seeking your intervention.
  
  
  1. I purchased the package before leaving for the US for 70$ plus taxes. I was receiving text messages regarding the usage of the data. I never received any message saying that after using 10GB i will be charged pay per use. I only got to know when I received my bill on Oct 20, 2022. I got the bill for $1,321.91. ****** *** *** ******** *********** 
  
  
  2. They offered me the discount for both lines in the amount of $169.. which is not sufficient. Why would I be the one begging for the discount? I should not have to pay these extra charges in the first place. Both these numbers were in the US with the US plan activated prior even entering the US. 
  
  
  3. I already paid $196 in my previous bill for the half of the period I was in the US. ******* *** *** ******** ***********. 
  
  
  Kindly look into this because $1,321.91 is too much for me to pay. And I request you to look into it on an urgent basis as my payment is due on November 3, 2022 and my credit card will be automatically charged. To be honest my card doesn't even have that limit. * **** ***** ********** ********* *** *** ******** ** ***** ****** ***** ** * ***** **** **** ***** ***** *** ***** * *** **** *********** ********. Please help me with this. 
  
  
  
  
  Sincerely,
  
  
  
  ******* ******

• Initial Complaint

  Date:21/10/2022

  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.

  I am an existing Freedom Mobile customer, and I have 3 lines (one for me and 1 for each of my kids), that are all under the same account number. I have recently been unable to pay my bill online due to issues with Freedom's online payment system, and now my account is going to go past due, and Freedom is unable or unwilling to resolve the issue. I have made all of my previous payments with credit cards, without issue, but I recently had to change a credit card due to a bank change. Freedom processed the charge on the first number with the new card, but it returns errors every time I try to pay the other numbers (they make me pay each line individually instead of allowing me to make a single lump sum payment for the account). I called their customer service and they said it is an issue with the bank refusing the charge. However, I called the credit card provider and they can see that Freedom is the one declining the charge, and that there is no issue on their end. I tried with another credit card from another bank, and got the exact same error. This has been going on for weeks, and Freedom is not correcting the issue. On top of that, if I try to make a payment through my bank's bill pay, even if I make three separate payments for the amount due for each line, Freedom only applies them to the first number on the account, resulting in a giant credit for that number while allowing the other two lines to go past due (because all three lines are under the same account number).
  
  Their suggestion is that I should take time off from my work or weekend, and spend my time and money to drive to one of their payment centres, and make all of my payments in person. This despite advertising they take online credit card payments and me having valid credit cards. I would like them to either fix the credit card system so I can pay online, or provide compensation for my time and gas to make in person payments each month as that was never part of the agreement.

  Business Response

  Date: 08/11/2022

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

  
  Mr. ********’s case is in regards to not being able to make
  payments online.

  
  Please be advised that Mr. ******** made multiple payment attempts
  however the payments were not successful.

  
  We would advise for Mr. ******** to communicate with his bank
  to inquire as to why the payments were not successful.

  
  Another method of payment would be to visit the Store or to
  make a payment through online banking.

  
  We would like to offer a promotional credit of $10.00 off
  for 6 months on Mr. ********’s line of choice.

  
  Thanks,

  Freedom Mobile

• Initial Complaint

  Date:07/10/2022

  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.

  I upgraded the phone on SEP 14, tried to return and exchange for a different one on Sep 16 and Sep 17 but unable to do so because of incorrect IMEI set-up when the phone was added in my account. I shipped the phone back on Sep 17 and as per ********* tracking number, it has been received at the warehouse on Sep 20. I'VE MADE NUMEROUS CALLS FROM SEP 16 UNTIL TODAY (SEP 30) to have the phone removed in my account but until now, Freedom Mobile agents/manager I speak to is claiming that warehouse still haven't received the phone and can't reverse anything. Three tickets have been opened, the first two lapsed and closed with apparently incorrect tracking information and another one has been opened and I'm told to wait another 5 to 7 business days.
  
  This is unacceptable and I am not willing to wait more days and with no guarantee that the last agent I spoke to actually did her job right this time. Note that I spoke to more than 5 agents/manager and all of them promised me they're doing the right process for my account. (READ ALL THE NOTES IN MY ACCOUNT, IF YOUR AGENTS EVEN ACTUALLY LEAVE NOTES, AND SEE HOW MANY TIMES I'VE BEEN PROMISED THE AGENT IS ACTUALLY DOING IT RIGHT).
  
  I wasted so much time trying to get this matter rectified while following everything agents/managers told me to do so but every time I call again, I'm always told that previous agent/manager did/say something that's incorrect. I AM NOT GOING TO WAIT 5 BUSINESS DAYS AT A TIME IN THE HOPE THAT THE AGENT/MANAGER I LAST SPOKE TO ACTUALLY KNOWS HOW TO DO HIS/HER JOB. NOW, we're talking about $1,376 phone WHICH IS NO LONGER IN MY POSSESSION but is still tied to my account. THIS IS WASTING SO MUCH OF MY TIME AND CAUSING SO MUCH FRUSTRATION, I WANT THE PHONE (AND ALL ASSOCIATED CHARGES FROM IT) REMOVED FROM MY ACCOUNT AND EVERYTHING IN MY ACCOUNT TO BE REVERTED BACK TO HOW IT WAS PROMPTLY. My bill comes out on October 5 and I DON'T WANT TO PAY A SINGLE PENNY ON TAB FOR A PHONE I NO LONGER HAVE.

  Business Response

  Date: 13/10/2022

  BBB Case: ********
  Name: ********** *********
  
  Ms. *********** BBB case is in regards to inconvenience
  and delay that she has experienced when she processed a hardware upgrade.
  
  We sincerely apologize for the inconvenience that
  Ms. ********* has experienced. We have encountered an error with the IMEI
  number of the device which was a factor of the issue.
  
  We spoke with Ms. ********* and assisted her
  with her concerns and questions. We have discussed and implemented the below.
  1. Upon checking Ms. *********** latest Invoice and Account Profile, we found that she is not subscribed to a MyTab program and not on any commitment or contract.
  2. We have applied a credit of $80.00 for the inconvenience that Ms. ********* has experienced.
  
  Ms. ********* has confirmed that this case is now resolved.
  We thank Ms. ********* for her patience and cooperation.
  
  Thanks,
  Freedom Mobile
  

  Customer Answer

  Date: 13/10/2022

  
  
  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:04/10/2022

  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.

  I have an account with freedom with 2 numbers in it, #A. has still balance owing with the current plan #B already paid off its device balance, last sept 10, I decided to have a device upgrade for #B since it has aging device, but the store in Bridlewood Calgary end up using the #A which it has still balance owing for it around $500 and its not a small amount for middle class worker like me, now i have called customer service, chat message too, and personally revisit the store to help me rectify the mistake, but all of them said they can't help me since it is already billed. Instead of me saving money by opting to installment with them, now i have to cash out just to pay unnecessarily. If i clearly new that I have to pay the balance owing, i wouldn't try to have the device upgrade in the first place. I'm been with freedom for years now for good reasons, i believe this technical and human mistake can be rectified if they really want to.
  
  Thank you

  Business Response

  Date: 29/10/2022

  To whom it may concern,
   
  Freedom Mobile has reached out to the customer in response to their BBB complaint. As a result, freedom Mobile has provided the customer with an explanation of the Terms Of Service.
  
  As a goodwill gesture, Freedom Mobile has presented the customer with a one-time offer.
  
  Therefore, we would consider this matter to be resolved.
  
  Kindest Regards,
  
  Michael M.
  Executive Office Specialist
  Freedom Mobile

  Customer Answer

  Date: 29/10/2022

   
  
  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,
  
  
  
  Luke G.