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

  101-1275 Highbury Ave. N. London, ON N5Y 1A8

• 

  Freedom Mobile

  1225 Wonderland Rd. N. London, ON N6G 2V9

• 

  Freedom Mobile

  101 St. Albert Trail St. Albert, AB T8N 6L5

• 

  Freedom Mobile

  101 St. Albert Trail Fort Saskatchewan, AB T8L 2X8

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:12/09/2023

  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.

  In May of 2023, I started getting emails that I was eligible for an upgrade to the devices on our plan. I spent until August trying to get my device upgraded because they didn’t have the phone I wanted in store. I went to literally over 40 stores between Toronto, Guelph and Niagara Falls between May 30 to August 4 trying to get my upgrade online or in store only to be told no one had the phone I wanted even though they continued to send me emails and texts about the ****** *** *** (I am still getting texts and email adverts about this deal, that they have no intention of honouring). Finally one of the ******* reps told me I can get the phones I wanted through **** ***. So, August 5, 2023, we go to **** *** at the ******** **** ******* We finally got the phones and traded in our old phones but never got the trade in value. We should have been charged $27 a month but are being billed $53 a month. A rep at the office of executives promised to make sure we got our trade in price but it still hasn’t happened. They HAVE our old phones and now they are over billing us. I won’t pay a cent until they keep their promise. *** ***** *********** ******** *** *** ****** ** ** * ****. If this isn’t resolved, * **** ** ********* ** **** * ********* ** *** ********* *** ******* ****** 

  Business Response

  Date: 21/09/2023

  BBB Case: ********
  ******* ** ******

  Freedom Mobile’s Executive Office spoke with ******* and we
  have agreed on a New Service
  Agreement which is a TradeUp Program for both lines.
  Freedom Mobile’s TradeUp program will provide an upfront
  credit to reduce the monthly MyTab cost on eligible devices. This upfront
  credit is called the TradeUp Return Value.  The TradeUp Return Value will
  lower the monthly MyTab payment by deferring a portion of the cost of the
  device to the end of their 24-month term. Since ******* has agreed on
  the TradeUP program, the monthly MyTab payment will be reduced from $53.13 to
  $27.00 per month on each line for 24 months.

  Once the commitment period of 24 months has been completed, they may choose from these two options, 1.) Return the device and we will waive the TradeUp
  balance of $627 plus tax, or 2.) keep the device and they will need to pay the
  TradeUp balance charge of $627.00.
  

  In addition, a service credit of $183.35 taxes included as a
  goodwill gesture to show our appreciation for their continued support.
  

  We sent ******* a DocuSign to be signed, in order for us to
  proceed with the changes needed as specified above.
  

  Regards,
  Freedom Mobile 
  

• Initial Complaint

  Date:11/08/2023

  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 charged $12.41 by Freedom Mobile and I never bought anything from them. Their customer number doesn’t work.

  Business Response

  Date: 18/08/2023

  Dear BBB:

  We have contacted ***** by phone and email in order to address this complaint.  We have not had a response.

  Once we hear back we will proceed to assist the complainant.

  Sincerely,

  ******* *

  Executive Office

  Freedom Mobile Inc.

• Initial Complaint

  Date:04/08/2023

  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.

  On May 29 th 2023, I contacted freedom mobile thru ******** to potentially do a new $50 a month plan change. When talking to the agent, I believe I was provided misinformation about what was really going to happen.
  * **** ****** ****** ***** ** *** ************* I asked, what would happen if I changed my plan, to a new plan. The agent said I would then owe $972 on the my tab, She said that once I switched plans i would be either charged the full amount of the "My Tab" Or a Partial amount of the "my tab".
  So I asked if she could tell me the exact amount I would owe. She said $612.
  So I agreed to go ahead and switch plans, and I would owe $612, for the my tab.
  
  well, a day later, my service got cut off, so i called them, they said i owed $612, which was from the "my tab", and i had to make a payment.
  So I made 2 payments that day of $500, and $32.26.
  The told me on the phone the remainder of the $612 balance would be charge on the following month. I said ok.
  so thinking everything was ok, my next bill I get on July 10 th was $315.05. which made no sense to me.
  So again i called them, they said it was the remaining tab and the old plans balance. which never made any sense to me, the numbers didn't add up.
  Now, i got a recent bill saying i owe $79.33.
  I called them again and they said, that is $50 plan + tax, plus my tab of $20 a month owing for 18 more months. I said, I paid the Tab, that I was told $612 would be charged. They said no that not correct.
  So the original agent, **** *** misinformed me about all of what would happen.
  They **** about the balance I would owe.
  No they say I owe $20 for 18 more months for the my tab
  That was never made clear.
  I feel I got take advantage of. The resolution I would like is to refund the difference of money that they ****** me for
  and to get rid of this $20 a mth thing for 18
  when I talked on the phone call to pay the $612 they said that was all i owed
  I was misinformed from start.
  
  
  
  
  
  
  
  
  
  They gave me a case ID *********

  Business Response

  Date: 09/08/2023

  To whom it may concern,

  Freedom mobile will be sending feedback to the appropriate parties.

  Freedom mobile credited the remaining tab balance $320 to release Mr. ***** from the contract. 

  Both Freedom Mobile and Mr. ***** have agreed on the resolution and consider the complaint resolved.

  Sincerely,

  Kate B Executive Office

• Initial Complaint

  Date:28/07/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I closed my account with Freedom Mobile in April 2023, and there is a credit balance of $174, I call Freedom in May, Freedom said your refund is in progress, please wait for 4-6 weeks, I waited. I called again in June, Freedom said they have to verify my home address, I did, and wait for another 4 weeks, I called again in July, Freedom said it is easier to refund back to my credit card, I did. Since I gave them my credit card, I waited for another 2 weeks, I called again, in July 12, case #********, Freedom said please waited for another 5-7 business days, I called again in July 19, case #********, another 5 days, I called again in July 21, another 5 days, I called again in July 27 (today), Freedom said now they will send me a cheque in 4-6 weeks !!!!!
  
  How much longer I have to wait, I am losing my patient, it has been more than 3 months, please help.

  Business Response

  Date: 31/07/2023

  Dear Sir/Madame:

  We have contacted Mr. ***** to advise him that a refund to his credit card has been issued.

  Mr. ***** accepts this a resolution to this complaint.

  We apologize for the inconvenience.

  Sincerely,

  ******* *

  Executive Office 

  Freedom Mobile Inc

  Customer Answer

  Date: 31/07/2023

  
  
  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:29/06/2023

  Type:Customer Service 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 intend to lodge a compliant against for the numerous times I had to contact Freedom to port my number to another provider. I had initiated transfer on 27Jun at 5 pm waited 90 mins then a second time at 7 pm and waited 90 mins and then repeat it again the transfer process at 930pm for all my 4 lines with Freedom. My account number is *****************
  
  You can read the notes on my Freedom file (**********) and the fact that service agents or their supervisors do not follow with customers when the line disconnects and customers have to call again and repeat the their cases multiple times to different agents.
  
    Then at 10 pm PST when I called to speak to an agent, Freedom was closed.
  
  Then on 28 Jun, I spent 3 hours with different agents and supervisor to assist me with a manual port as the automated system was not working the previous day.
  
  I would like to be compensated for hours of frustration I suffered in trying to port my 4 lines from Freedom. If I not compensated I will voice my dissatisfaction of Freedom service on social media and the **** so that prospective customers will be reluctant to accept or use Freedom service options.

  Business Response

  Date: 07/07/2023

  Dear ** ********* ********,
  
  Good day to you.
  Let me start by extending our sincerest apologies for the
  inconvenience the port issues may have caused you. Upon review, it looks like we
  were experiencing some porting issues at the time of your port request which is
  the reason why the initial ports failed.

  It is not standard practice for agents to not call back when
  the call disconnects. I will take this away and locate the calls that you were
  referring to so we can treat those as a training and feedback opportunity for
  the agents involved.

  I understand you’re seeking compensation for the issues
  brought about by the porting of your 4 lines. Upon checking, it looks like the
  4 lines have been successfully ported out and cancelled on our end. 3 of the 4
  lines however had existing tabs which were supposed to be completed on
  8/26/2023 and each had a remaining balance of $96 before taxes.

  As a result, your account incurred a charge of $322.56. We
  can wipe this balance away as a courtesy for the experience you’ve had leading
  to the port out.

  We will clear the balance on the account because of the
  cancellation of the 3 lines early into the term and we’ll consider this matter
  resolved.

  Sincerely,
  *****
  Freedom Mobile
  Executive Office

  Customer Answer

  Date: 18/07/2023

  I refer to the above compliant.
  
  It has been resolved with Freedom.
  
  Thanks

• Initial Complaint

  Date:22/06/2023

  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 purchased a prepaid plan from Freedom mobile for my son the original plan was purchased in June 2021 for one year. In June I did not renew the plan until September 2022 when he returned to school for another year. Yesterday June 21, 2023 my son's phone was deactivated because they say his contract is up. It's prepaid and I renewed in September so there is 3 months of no service but I payed for them and Freedom refuses to honor my 1 year plan. How is this right? Where is the justice to us consumers. I'm a single mom it's hard as it is without big corporations taking advantage of the little people.

  Business Response

  Date: 26/06/2023

  Dear Sir/Madame:

  We have spoken with *** ******* and explained that the anniversary of the account will always be in June regardless as to when she adds money.

  We have added a credit of $40.00 to cover the months she lost when she added funds in September instead of June 2022.

  thank you,

  Executive Office

  Freedom Mobile inc

  Customer Answer

  Date: 26/06/2023

   
  
  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:22/06/2023

  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 callled Freedom Mobile on Saturday June 17th to inquire about purchasing a top up of data for my son’s phone.
  The service agent on the other line offered a 1 gig plan for $15. She then transferred me to a secure payment department where an automated system asked me to put in my credit card information. It he automated system then informed me that my card had been charged $250. I received a call promptly after this and the sales agent I spoke to told me that my card had been erroneously charged $250. I should call back in 2 hours and the change would be reversed. I did so and no one was able to help me. They said there was no record of the charge. I called my credit card company and the charge had went through on June 18th. I attempted to contact freedom mobile number n numerous occasions and had three long phone calls and text chats on June 20th. Still no one was able to resolve the erroneous charge. I called Freedom mobile 3 time and was hung up on each time after being hold for 20 minutes each time. Freedom mobile has not taken any responsibilty for the erroneous charge and has refused to do anything about it proactively. I was told to take the issue up with my credit card. The issue has yet to be resolved.

  Business Response

  Date: 08/07/2023

  Mr. ********* complaint is with regards to the payment of $250 which was not reflecting on his Freedom Mobile account. 

  Freedom Mobile apologized for the inconvenience caused to Mr. *******. We advised Mr. ******* to do the charge back of $250 through his credit card company. Mr. ******* advised that he has initiated the charge back. 

  As goodwill gesture we offered top up credit of $50 which Mr. ******* accepted.

  Based on the explanation provided above Freedom Mobile considers this case to be resolved.

  Thanks,

  Freedom Mobile 

• Initial Complaint

  Date:20/06/2023

  Type:Product 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.

  Consumer Alert ******************
  I was with freedom mobile and prepaid money on my acct well during a police call had no service on *** ** ** ******** now I have $49.85 cash in credit they say because I went to a different provider they will not return my money and this is their policy across the board
  **** **** **** **** ******* **** **** *** ***** ***** **** ** ******* ******* ** * **** **** ** *** **** ******* **** ***** **** *** ***** *** **** This is Ludacris not to mention took me 3hrs last night because they played phone rag not wanting to give ke it but instead refused to and them tried offering me loyalty perks to stay *** ******** ******* ****** ** *** *** **** ****** *** **** *** ******** ***** ****** ***** ******* **** *** **** *** ** *** *** **** ******* ** *** ****** ********* **** ***** ***** ** ***** **** *** *** ****** **** *** **** ***** **** **** ***********

  Business Response

  Date: 08/07/2023

  Mr. *********** complaint is with regards to the top up refund post service cancellation with Freedom Mobile. 

  We offered refund of $49.85 in the form of cheque. Mr. ********* accepted the offer. 

  Based on above Freedom Mobile is closing this file as resolved. 

  Thanks,

  Freedom Mobile 

  Customer Answer

  Date: 08/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not sent any money as of yet when they do I will notify BBB accordingly until then this matter is not closed until I receive cheque which they promised would be here in 4-5 days that was well over 2.5 weeks now 
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:19/06/2023

  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.

  June 17th 2023
  
  I have been paying $9 monthly (+tax) for repair coverage to Freedom Mobile. Freedom Mobile will not honour repairing it, replacing it or offer a refund, claiming this only applied to my original phone from 2015.
  
  I purchased a **** *** Compact phone from third party May 17th 2018 and promptly brought it to a Freedom Mobile store, **** store at the time, to swap the SIM card. Apparently the Protection Plan would not apply to a new phone yet I wasn't informed of this by staff. They have continued to charge me $9 a month (+12% taxes) until June 17th 2023 (61 months total). $9 x 1.12 x 61 months = $614.88 total.
  
  I contacted them at 1-877-946-3184 today and spent over an hour with them, first with representative ***, then with Supervisor *****. They claimed my phone could not be serviced for repair as it was not the original phone I made my initial plan with.
  
  Why did they continue to bill me for a service that is not applicable? Why did the staff not inform me in 2018? Today the staff said that the insurance was non-transferable after they continued to charge me monthly ever since. I asked ***** for a repair or replacement for my **** phone under coverage of a protection plan or refund of the monthly amount as credit. ***** said neither could be done and they could not help me, why then did they continue to collect monthly fees for their third party insurance plan? Freedom has my money not the insurance company. Freedom has been collecting the protection plan all this time.
  
  * **** ******** *** ****** ******* ** **** ** *************** ** ** **** ***** ** **** ****** **** ******* **** *** ******* ** *** *** ***** ***********

  Business Response

  Date: 23/06/2023

  To whom it may concern,

  Freedom Mobile has issued a refund for $614.88, when we applied the refund, part of it went to the account balance $49.28. *** ******** refund check amount will be for $565.60.

  Sincerely,

  **** *

  Freedom Mobile Executive office

  Customer Answer

  Date: 23/06/2023

  
  
  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:12/06/2023

  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.

  On June 1st 2023 I was told within 7 day to pay 556.32$ in order for my cell services to be restored. As you can see I paid the full amount of 556.32$ on June 6th.
  
  They still cut off my service as of today June 9th, 2023 and said that their representative gave me incorrect information. Now my services have been cut off again even though I paid what I was told to. This is wrong and I feel ******* by them. I honored my arrangement and they did not.

  Business Response

  Date: 20/06/2023

  Dear Sir/Madame:

  We have spoken with *****. Freedom Mobile have agreed to give her the time she has requested to pay her balance.

  Thank you,

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

  Executive Office Specialist

  Freedom Mobile Inc

  Customer Answer

  Date: 20/06/2023

  
  
  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,
  
  
  
  ***** *****