Business Profile

Telecommunications

Freedom Mobile

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

This profile includes complaints for Freedom Mobile's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

291 total complaints in the last 3 years.
93 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:17/12/2023
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.
My line has been cancelled on Dec 12th 2023.The line is ************.I have every difficult time to login to their system to pay the bill.The automatically payment has some reason get cancelled.I tried to contact customer to restore the line to original condition but they refused to do that.
Business Response
Date: 22/12/2023
BBB Case: ****************** ***

Name: **** ****

The customer had a prepaid line which got cancelled. Customer wanted it reactivated.

Offer to the customer:
Offered to reactivate the line on the same plan with the promos and customer would top up the line. Customer has been informed that if it gets cancelled again, we will not be able to reactivate with same plan and customer would have to choose an in-market plan.
Thanks,
Freedom Mobile
Initial Complaint
Date:17/12/2023
Type:Billing Issues
Status:
UnresolvedMore 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 in a MyTab + TradeUp Plan, and my MyTab+TradeUp End Date: Feb 10, 2024.
- I went in-store for the ****** ** deal they have going on so I can return my ****** ** (**** ************ ** **** ** Brampton, ON *** ***)
- They deemed my ****** ** was in good condition, and I was eligible for the upgrade
- They start the upgrade process but run into an issue
- They get the error stating "The submitted device model cannot be recognized in the backend system"
- They asked me if I had ever used ***** **** or had to repair my device and I said no I never had a problem with the device
- We call customer support and the Freedom Associate argues with Customer Support saying neither of them can fix the problem
- I get sent to another location about the problem, and I am told that it is a KNOWN problem in their system (** **** ****** ** **** ***** Brampton, ON *** ***)
- They submitted a ticket that has been escalated about my issue but nothing has been resolved
- Freedom Associate said he suggested to his clients that they sell their phones through other means because of the issue
- I am in a TradeUp contract so I cannot do that as I do not own the phone
- If I don't upgrade before the end of my contract, I will need to pay $336
- * ****** **** ** ** *** ******* ****** just trying to upgrade my phone and was denied an upgrade ** ** ***** ** ** *** * ** ** * ***** ***** ** ******* ****** *** ***** ** ***** ** ******** * **** *** **** ** ********* ********** ** I am trying to get a cheaper plan
- I seek a resolution, compensation or discount ***** *** ******** **** *** ****** ** * ** *** ********* * **** **** ******* ***** *** * ** ****** *** ************ ** ***** *******
Business Response
Date: 03/01/2024
We have resolved this issue with the customer.
Customer Answer
Date: 03/01/2024

Complaint: ********

I am rejecting this response because:
I have not received any kind of message or notification of the problem being resolved.

Sincerely,

***** ******
Initial Complaint
Date:06/12/2023
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.
Purchased new phone took 36 hours to port numbers. Service does not work and unable to return phone. Provider does not resolve issues and service does not meet price Paid monthly

**** ** **** * ****** *****
Business Response
Date: 08/12/2023
Good day ****,

Please accept our sincere apologies for any inconvenience this may have caused.

Allow me to address the issues that you've outlined in your BBB complaint. You mentioned that the port took 36 hours to be completed. Based on our records, the only active on the account that has a device attached to it was ported in on the same day that the request was submitted. The other line, however, which was already ported out, faced some delay initially due to the number being inactive with the old provider, as you may already know, the port can only be processed if the number being ported is active, then an unfortunate system issue was encountered on the same day that it was resubmitted and for this we do apologize.

Secondly, you signed a customer information agreement on 10/8/2023 outlining the 24-month commitment. Our buyer's remorse policy is only 15 days from the start of the term. You can cancel your service; however, this will come at the device's expense as stipulated in our terms of service which was also included in the CIS that was sent the day you signed.

Lastly, I'm only seeing 1 report of the service issue you're facing. We would love to perform some troubleshooting with you to determine what's causing the issue you mentioned. Our care teams are trained to perform in-depth troubleshooting and if needed they can raise service request tickets to be escalated as required.

As a courtesy, I have added an additional $5 discount towards your line for the remainder of the term.

Please don't hesitate to reach out to our care teams if you have any questions or concerns.

Kind regards,

Customer Answer
Date: 08/12/2023

Complaint: ********

I am rejecting this response because: the information provided from Freedom mobile is not correct. I have called multiple time about service issues. And there was a 36 hour delay to port both numbers. Over Thanksgiving weekend

I have left them for my provider as it is not reliable. My husband however is stuck within a contract. On Dec 1st we both had no service through out the day. And I terminated one number same day. I have made 3 other calls regarding this and my spouse's number. To which I was informed to have him use a pay phone if service is not working. * ******* ** ** ******** *******

Sincerely,

**** *****
Initial Complaint
Date:01/12/2023
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 was unable to renew my monthly service because of a lack of funds and was denied service which i understand. I was not able to reactivate until the 10th of the month and was charged a full months payment for only 20 days of service when asked about that was told that is their business policy so there was nothing they could do besides charge for a full month while only providing service for part of the month.
Business Response
Date: 07/12/2023
Dear *** ********,
Freedom Mobile apologize for the inconvenience cause to you.
This is with regards to or query for the top up made on the line ###-###-#### on November 10th instead of November 1st. Please be advised that if the top up is made within first 10 days of initial top-up date, then full top-up is charged. This is as per Freedom Mobile's Terms of Service, details and link to access the policy is given below-
****************
Topping up for a partial month
If you top up after your top up due date you will still need to pay 100% of your monthly plan and add-on fees. However, after your service is reactivated, we will prorate the monthly fees and provide a credit to your top-up balance based on the following schedule:
1-10 days past due: None
11-20 days past due: 33.3%
21-30 days past due: 66.6%
As one time goodwill gesture I would like to offer you full credit of $24 on the line ###-###-#### which can be used as next month top-up. Credit will be applied as soon as we receive confirmation from you.
Regards,
Freedom Mobile

Customer Answer
Date: 08/12/2023

Complaint: ********

I am rejecting this response because:
they are following a script its a response that only favors their company with out any regards to the customer they cut service as soon as they can but still want to get paid for it

Sincerely,

*** ********
Business Response
Date: 14/12/2023
We respect your rejection but this our policy.
Thanks,
Freedom Mobile
Business Response
Date: 21/12/2023
Please check Freedom Mobile Terms of Service on -****************The terms and conditions of service (the “Terms”) govern the Customer's use of the Services.

Customer Answer
Date: 22/12/2023

Complaint: ********

I am rejecting this response because: im tired of this they are never going to do anything about it or admit they did anything wrong if i had done it i would get hit with a deceptive business practice claim but they wont so whats the point

Sincerely,

*** ********
Business Response
Date: 22/12/2023
Freedom Mobile is closing this file.
Initial Complaint
Date:12/11/2023
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.
11/11/2023 I called Freedom Mobile to add roaming to my plan for an upcoming trip I have to Mexico.

I was told that I was in some sort of a plan that doesnt allow roaming (Was never disclosed before I signed up)

I asked to find a way to change the account so I was eligible. Including paying more money, doing credit checks etc. I was open to finding a resolution.

In the end I was told nothing could be done to change my plan and this I was unable to Roam while away ** ** ****** ******* ******* ** *********** ** ****** *** ******** **** * ***********
Business Response
Date: 22/11/2023
To whom it may concern,

Spoke with ***** on Nov 17 we change the account to a Prepaid account from a postpaid and put the plan to the one that he had been trying to Nationwide 50GB us and Mexico plan. have sent Feedback to the agent that he had spoken with.

Kate B Freedom Mobile executive office
Customer Answer
Date: 22/11/2023

Complaint: ********

I am rejecting this response because: My complaint originated because I was locked into a Freedom Mobile policy ******* ******. Freedom can speak with all of the agents I spoke with but it doesn't fix or help with the fact that Freedom locked me into a policy ******* **** ******* ** **** **** ***** *** The consequences of their original actions required me to accept accommodations for Freedom's lack of communication *** ***** *** ******* ** * ***** *** *** ********** **** ******* ***** * ****** **** ********** Freedom did solve once of my two challenges to date.

Sincerely,

***** *******
Initial Complaint
Date:02/11/2023
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 just bower ****** ** from the source with freedom mobility, and I was unable to pay on time but I paid the full amount in 2020 so the collection was paid fully but still collection shows on my credit report. I want to delete it from my credit report because it has been more than three years and I had paid fully. Please delete the collection from my credit report.
Business Response
Date: 07/11/2023
Dear ******** ***** ****,
We have verified your cancelled Freedom Mobile account from our back office. This is to confirm that the collection flag has been removed from Freedom Mobile' side; however, we don't have access to customer's credit bureau files.
Kindly contact your credit bureau to get information on the timeline they follow to remove the remarks on the customer's file.
Regards,
Freedom Mobile
Initial Complaint
Date:16/10/2023
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.
******* *** ****** *** ** *** ***** ******** ********* ** ******* *** *** *********** ****** ***** ***** ****** **** ********* ** ****** *** They advertised an upgrade to me a couple of months ago, and ever since then I have had nothing but problems.
1) The ******* they have working at their store asked me to get a device protection plan that would cover ALL costs if my phone was damaged or stolen. **** ** * ******* ***.
2) Shortly after getting my phone, I noticed my service no longer works specifically in my area. I called them NUMEROUS times for months complaining about this, and all they did was troubleshoot and give temp solutions. On August 30th, 2023 I finally said enough was enough and that I no longer wanted to continuously troubleshoot because the issue is coming from them clearly. They opened a service ticket and the agent told me someone would call within a couple of week. I had to call back and someone else **** to me that I would be contacted in a week. I called back and asked for a supervisor who told me that the issue may take 12 months to resolve. I asked them to dissolve my contract and I would return the phone and they told me it had just been over 3 months since getting the phone and could no longer return it. So these people heard me complaining for 3 months, and waited the 90 days before telling me it would take a year to fix the tower in my area. Now I am stuck in this contact for no reason. No matter what situation you are in. ** *** **** *** **** **** ******** They want me to pay them $1,700.00 to be out of this contract that they are not honoring.
Business Response
Date: 24/10/2023
BBB Case: ********

Name: ****** *******

Customer has been facing network issues in his area due to a cell tower issue in the recent months.

Offer to the customer:
- Offered to refund the last payment on the account for $212.47 and clear the August invoice.
- Offered to accept an early return for the device through a prepaid shipping box as the customer wanted to change providers.
- Customer agreed to the solution and will return the device.

Thanks,

Freedom Mobile
Customer Answer
Date: 27/10/2023

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:16/10/2023
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 have been a client of this service provider since 2012. About 4 years ago, I purchased a new phone under an agreed payment plan of 2 years. Freedom Mobile encouraged me to also purchase insurance with the understanding that the phone will be fixed or replaced in the event of a damage to the phone. At the time of this transaction, I was not informed that the insurance was outsourced to a 3ed party.

In August 2023, my phone got damaged and all attempts to get it resolved with the Freedom mobile or the 3rd party "********" was unsuccessful. No one wanted to take the responsibility.

*** **** ********** ***** I heard when I contacted ******** was that my insurance expired and was cancelled by Freedom when I paid off the phone more than 2 years ago!

I then presented this information to Freedom Mobile and asked for the refund of over $200.00 being the insurance that they have been charging me monthly but did not provide any insurance to me as confirmed through their partner, ********. Please note that Freedom Mobile has been charging me $10.00 every month till date!

** **** ******* ***** ******** ** ******* ****** *** ******** **** **** ******* *** **** *** *** ******* ** ******* *** ******* Freedom has also caught off my service because I suspended paying anymore fees until either they refund me all the money I paid for the insurance or replace my phone.

I will appreciate if this will be looked into. I would like a replacement of the phone or a refund of all fees for the insurance paid from when I purchased the phone to date. Thank you!
Business Response
Date: 16/10/2023
October 16, 2023

Customer: ****** ********
Account: **************
BBB COMP: ********
********* ******* ********

Customer’s Complaint
The customer complained about the rejected
phone protection claim.

Freedom Mobile’s Resolution:
We have confirmed that the protection claim has been active since August 2, 2018, under imei ***************.
We have confirmed that a new imei *************** was used on November 11,2022 which transferred the phone protection plan to the new device in use.
We have made an exception to refund the last 2 years of phone protection plan fee of $9 per month for a total of $226.8 after taxes.
The account had a balance of $114.01 and sent the difference of $112.79 as a cheque which will be received within 3 to 4 weeks.
Line has been reactivated.

Please accept our sincere apologies for any inconvenience this has caused.
Kind regards
Customer Answer
Date: 18/10/2023

Complaint: ********

I am rejecting this response because: the explanation provided about use of a different phone in November 2022 is not true. I transferred my SIM to a different phone in August 2023 after Freedom refused to process my claim. The answer provided by Freedom in justifying their continuous billing for the protection plan is unacceptable. ** ** ******* ***** ** ******** ** ****** **** ******* ************ *** * **** *** **** ******* **** ** ** *** **** ***** The protection plan was never transferred to a different phone. I was told that it had expired not transferred!
Regardless, I am ****** to accept the company's offer as indicated in their response ** * ** *** **** *** ****** *** **** ** ****** **** ****** ********

Sincerely,

****** ********
Initial Complaint
Date:06/10/2023
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.
I lost my phone earlier this year and bought a new one from Freedom with new number cancelling the old number. Everything was fine until May when I received an email saying I owed $57 when my monthly charge is $24. I went to the store and they told me to disregard and I paid my bill, the same happened in June with the same result. Then last month I got emails from a collection agency saying I was in collects for $57 to Freedom, then I got phone messages saying my phone would be disconnected in 24 hours. Freedom never advised me of the collection agency or called me about the issue. .I called customer service and they advised after two calls that the bill was for the old number and they could do nothing about it once it was in collections I went a store and they said the same thing. The bill is now $81 for a number I don't remember and was cancelled earlier this year. I would like Freedom to remove the charges and remove me from collections. I have been a customer for over 8 yeas and would expect better customer service than is provided.
Business Response
Date: 10/10/2023
Hello

We have cleared the final balance and advised all collections team that no further action is required.
thank you,
******* *
Executive Office Specialist
Freedom Mobile Inc
Customer Answer
Date: 10/10/2023

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:29/09/2023
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 called Freedom Mobile almost a year ago because I was moving to the Netherlands for work. I specifically called them because I wanted an alternative option to a monthly plan because I would not be using the phone in Europe but wanted to keep the number for when I return to Canada.

The agent told me they would switch me to a plan where they would charge me $100 for a yearly plan, which was the cheapest option. I agreed.

I came back September 26th only to find that my account was cancelled and closed January 2023 and my number was removed. I called customer service and they said they changed my plan without charging the credit card so I never paid the $100 and they gave the number to someone else and nothing could be done. Additionally they said that if I wanted a new number they would not be waving the $10 line activation fee.

* **** **** ******** ***** **** *********** *** ********* *** ************** *** * **** ** *** ******* ** ***** ** ****** ** ******* *********** *** *** ** ******* *** ****** ** *** **** **** ****** *** **** ***** **** **** **** * *** *** ***** **** **** ** ********** ********
Business Response
Date: 04/10/2023
BBB Case: ********
Consumer: ****** ******** *****

******'s BBB case is in regards to the previous phone number that is no longer available.
We sincerely apologize for the inconvenience however we are no longer able to retrieve this number.
Please be advised that we did not receive a top up to keep the line active when the line was migrated as Prepaid.
We wish to offer a credit of $50.00 as a goodwill gesture.

Regards,
Freedom Mobile
Customer Answer
Date: 04/10/2023

Complaint: ********

I am rejecting this response because:
When I called to change my plan, my credit card should have been charged when it was changed. *** ************ to change my plan and not charge me as they should have and I expecting to be was the fault of Freedom Mobile.
Those calls are recorded and Freedom Mobile should go back to their records and investigate both the notes in my account and the recordings from my conversation with customer service.
** ********* *** **** *** **** ***** ** ********** *** *** **** *** ****** ** ******* *** ********** ** ******* ** ***** *** ******* ***** ************ ** ****** ** ************ * **** **** * *** ** ***** **** ********** *** ** ** ****** ***** ******** ***** **** ********* **** *** **** *********
Regards,

****** **************
Business Response
Date: 19/10/2023
BBB Case: ********
Consumer: ****** ******** *****

We sincerely apologize for the inconvenience that ****** has experienced. As we have mentioned, we did not receive a top up to keep the line active when the line was migrated as Prepaid. We still wish to extend a credit of $50.00.

Regards,
Freedom Mobile
Customer Answer
Date: 20/10/2023

Complaint: ********

I am rejecting this response because:
Nothing has changed. The exact same resolution is being proposed that I already rejected. I requested a service change and they had my credit card information to charge me and didn't when they should have. **** *************
Sincerely,

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

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Freedom Mobile is NOT a BBB Accredited Business.