Complaints

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

close

Find a Location

Freedom Mobile has 202 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:06/06/2023

  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.

  Signed up with Freedom on May 4th/23. To sign up was $58.00. I was to pay $33.90 a month for phone and text. The next payment is June 4th/23. I received a notice on the 2nd of June/23 to pay the $33.90 that day. I paid them $33.90. To my surprise, they went into my bank account and took out another $33.90 on the afternoon of the 3rd. This was a mistake. And I want my money back and my account closed. I don't trust them and l do not want them to have access to my bank account! They don't want t let me go. I want my money, you just can't take money ad-hoc. Nothing was due until the 4th of June/23 **** *** **** ********.

  Business Response

  Date: 09/06/2023

  Dear ***** *******, 

  Freedom Mobile apologize for the inconvenience caused to you. 

  Please be advised that your last 2 payments of $30 each has been refunded in your credit card. Please allow 3-5 business days for the funds to reflect in your credit card account. 

  Regards,

  Freedom Mobile 

   

• Initial Complaint

  Date:01/06/2023

  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 have received an email about my line being cancelled on may 20th. Confused, the same day I called Freedom customer service and they informed me that my auto-payments were not going through. Upon checking this issue with my bank I offered to pay the amount overdue given that it was the first time I was being notified via email about any issue with my payment, the agent told me I owed $569 and change for breaking the contract, I spoke with a supervisor named **** who after explaining my situation said I could reinstate my account by paying $187 and change which was the overdue amount and he would get tech to reinstate my line. When he transferred to make a payment the call dropped, spoke to another supervisor who told me first yes and then it's not possible because my contract was ending in a month which was not true and he was talking about another line. Spoke with ***** who said she will submit a ticket and provided case number: ID ********* for tech to reinstate my line including my confirmation of payment which is: ******. I have asked her several times on the recorded line if by paying the 187 and change then everything would go back to normal or the contract would still get cancelled and I was still going to be required to pay the 569. She assured me it was only the 187 and that it would take 7 natural days to reinstate my line. Today, after 9 days I still don't have service despite paying over the phone as requested and was given wrong information by multiple agents and supervisors promising all is good, deceiving me to take a payment as I contacted by chat *** who said I owe 381.76 to reinstate my line and transferred me to supervisor ****** who after all my efforts explaining repeatedly the same, gave me no solution. Asked to pull up the calls to verify and this was denied to me and just wanted to get off the chat. So I have paid an amount to recover my service and I have no service and still owe an amount supposedly. * *** **** **.

  Business Response

  Date: 02/06/2023

  To whom it may concern,

   This case is resolved.  We have made changes to ********* line it has been reactivated; the tab has
  been reattached she will pay $0 monthly for the phone. Auto pay has been set up
  again and the digital discount $5 off has been applied. Your new rate plan is
  the unlimited 40GB Canada and USA this includes the Nationwide network. Once
  you have gone through the 40 GB the data will slow down. 

  Sincerely, 

  **** * 

  Freedom Mobile Executive office. 

  Customer Answer

  Date: 02/06/2023

  
  
  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:01/06/2023

  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.

  Freedom Mobiles system recognized text in a group chat as pictures and charged me for nearly 700 pictures. All they would do is offer me a 70 dollar discount refusing to investigate the issue. I even offered to take the phone to a local freedom store so they could look in to it. This was completely ignored. I have the text on my phone and it can be clearly seem that there were very few pictures. Also pointed out that the account showed 74 texts and claimed there was nearly 700 pictures in those texts. Again completely ignored.

  Business Response

  Date: 08/06/2023

  
  BBB Case: ********  (complaint ID)
  
  Name: ****** **************
  
  The customer had charges for MMS texting for using group messaging and picture messaging and wanted a refund. 
  
  Offer to the customer: 
  Advised customer that their plan did not include free MMS and any group texts were taken as MMS. 
  Customer has been with us since 2012 and has had no major issues. Offered to credit the charges on the bill for $138.10 + taxes
  Also cleared any unbilled charges of MMS texts.  
   
  Thanks,
  Freedom Mobile

  Customer Answer

  Date: 08/06/2023

  
  
  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.
  
  
  I did point out I was in 3 group chat and this issue only occurred with one. So their claim that MMS group was not covered is incorrect. The only difference between the 3 group chats was one I had sent a few pictures. The one in question. The other two group chats did not result in any charges.
  

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

• Initial Complaint

  Date:30/05/2023

  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.

  Freedom Mobile charged me over $70 in roaming data fees that my boyfriend and I were given misleading information about when we wanted to know rates before using the roaming data. Customer service mislead, **** to, and withheld crucial information from us, leading to these excess charges. We switched providers and customer service was made aware before we switched that we were going to, to which they spammed me with messages trying to get me to cancel as soon as possible, when the rep knew and withheld the information that it would be nearly impossible to dispute if my line with Freedom was canceled.
  I would like to pay out my final bill for the $22.37, as well I am willing to pay for the 2-day add on price of $14.00(plus tax) that the roaming charges would have cost if we had been given the correct information and not misled by their customer service reps. They are trying to charge a final bill of $90.90, which they have also lied about being able to adjust, as before listing my complaint here they stated they would only be willing to deduct $10 from the over $70 in unexpected roaming fees they have charged me, a result of their employees mistake and lack of communication skills.

  Business Response

  Date: 31/05/2023

  Date: May 31, 2023 
  Name: ***** ***** 
  Account: ************** 
  Issue: pay per use charges 
  BBB Incident Number: ******** 
  
  Customer’s complaints:    
  • The customer disputed the $87 pay per use charges for roaming and claimed that they were misnformed. 
  
  Freedom Mobile’s recommendation:     
  We have waived the charges as an exception.   
  The current balance is $90.89. $100 was applied to the account. 
  The difference of $9.11 will be sent as a refund cheque.  
  
  Please accept our sincerest apologies for any inconvenience this has caused. 
  
  
  Kindest Regards, 

  Freedom Mobile Executive Office

  
  

  Customer Answer

  Date: 31/05/2023

  
  
  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:23/05/2023

  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.

  A few months ago I left ***** to switch to freedom because they had a good plan and I was told I have coverage in my area, I wasnt told I would have to purchase nationwide data along with my regular freedom data just to walk down the street. I called customer service and asked them to add the equivalents of nationwide data that I have in freedom data for no extra cost because they are not providing the service we agreed apon. Customer service kept telling me I'd have to purchase another data plan so I can have data while traveling down the street, false advertising and seems **********. I'd like them to provide 10 GB of nationwide data to replace the freedom data that doesn't work in high coverage areas. You can get the same plans from ***** and have great coverage. Freedom needs to honor their plans.

  Business Response

  Date: 05/06/2023

  Dear Sir/Madame:

  Mr. ***** has since ported out from Freedom Mobile.

   thank you,

  Executive Office

  Freedom Mobile

• Initial Complaint

  Date:15/05/2023

  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.

  Signed up with freedom mobile, realized my phone was locked to **** u.s.a. went to cancel my service with freedom mobile only for them to not cancel it. It took use over four times to tey and reaxg them and finally they are saying we only got your cancelation in November we had tried to cancel for moths before now they are saying we own them money around $200.00 for a reserves we didn't use. We do t know what to do and feel really upset that they are charging for something we tried to cancel and did not use once.
  Thank you for listening to us. What else can we do?

  Business Response

  Date: 17/05/2023

  To Whom it may concern,

  We have resolved this complaint with *****, the line is cancelled, and the $50.34 deposit is being issued. It will take up to 10 business days for the cheque to arrive. 

  **** * 

  Freedom Mobile executive office.

• Initial Complaint

  Date:10/05/2023

  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 signed up for service on April 23 for 2 lines, I was charged a activation fee of $45 for each line, plus pro rated charges for the month. First bill was generated on May 9 and due to the extra charges was over $250 which is my limit apparently so my phone was disconnected. They are telling me I have to pay my bill today even though my billing date is not until the 23rd of the month and will not make any concessions even though this is an oversight in their part because they didn’t notice this would be an issue when I signed up. Now I’m without phone which is causing me undue hardship and they are not willing to allow me to pay next week when I get paid or on my bill due date.

  Business Response

  Date: 17/05/2023

  To whom it may concern,
  
  The customer has filed a CCTs Complaint; therefore, we will be handling the dispute with the CCTS directly and move to close this file with the BBB. 
  
  Regards,
  
  Michael M
  Executive Office Specialist
  Freedom Mobile Executive Office

  Customer Answer

  Date: 17/05/2023

  
  
  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:10/05/2023

  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 ported my number to a new Cell phone carrier (*****) on April 3rd 2023. Prior to that I did attempt to see if Freedom Mobile would meet the offer from ***** they would not and actually agreed I should move to *****. For the record I was a customer of Freedom since 2016 and never missed or was late on a payment. My billing cycle with Freedom was from the 15th of the month. At the time I imported my phone I asked what my final bill would be both with customer service and in person at the Windsor store location. At both times I had a credit of appx. $70.00 on my "tab" and Freedom would deduct from my bill . I was assured I would provided a final bill if I owed anything, this never happened. Yesterday I get a email from a collection agency stating I owe $53.28. This is beyond disappointing after being a customer for 7 years and in the end I am being sent to collections and my credit is being effected when I am never late on any bill let alone being sent to collections for something that I was not even aware of and to boot for money owed to me. Disspointing company

  Business Response

  Date: 18/05/2023

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

  
  Ms. *********’s BBB case is in regards to the final account
  balance of $53.28. On May 9, 2023; Ms. ********* spoke to our Customer Care and
  was advised that the $53.28 balance refers to the remaining MyTab balance. Ms.
  ********* made a payment of $53.28 and cleared the account balance. Please be
  advised that there is no negative impact or reporting made on Ms. *********’s credit
  report.

  We thank Ms. ********* for her patience and cooperation.

  
  Regards,
  Freedom Mobile

• Initial Complaint

  Date:08/05/2023

  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 returned a device to Freedom however I do not have the tracking number because I lost it. I have spoken to over 6 agents who have been unwilling to resolve my concerns. I have been called by Freedom and they left a voice note confirming receipt of the device. All other agents are saying it has bot been received. The have also overbulled me by adding a connection fee that they stated have been waived. I was ******* into upgrading my monthly plan and they are also refusing to lower it.

  Business Response

  Date: 16/05/2023

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

  
  We spoke with Ms. ***** on May 10, 2023 and advised of the
  below resolution.
  1.)We have received the returned device and proceeded to clear the MyTab balance.
  2.)We cleared the account balance of $126.54.

  
  We thank Ms. ***** for her continued support and we apologize
  for any inconvenience that she has experienced.
  
  Regards,
  Freedom Mobile

  Customer Answer

  Date: 17/05/2023

  
  
  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:08/05/2023

  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 SMS stopped working with this provider and I have contacted their technical support several times and a few times my phone even got disconnected and they are still cannot resolve my issue. I cannot send text messages to anyone. I am the road away from home and need to keep in touch with family, loved ones and friends. Their system tagged me as spam when in fact the only people I have been texting is my girlfriend and or landlord or myself to set reminders and to do lists and I did not even send texts right right one of after other in less than a few seconds apart but my text messages are atleast 10 minutes or more apart and I have ONLY been texting my girfriend to communicate. Meanwhile, their own system is full of spam qnd I was forced to even cancel my Voice Mail System with them because I was getting Chinese Spam Messages and I even complained to them about it and now my own SMS/Text Service is blocked and I cannot even a text. I have talked to their customer service, then technical department and their advanced technical department and all they say sorry to year that? But sorry is not solving my problem and I have always kept my payments ontime and never had any issues and I have experienced a lot of technical issues and brought it to their attention but still nothing has been done.
  
  It is very frasturating and I am unable to do anything. What if there is an emergency? What if I need police or an ambulance or other emergency services? My calls dont go and it keeps saying calling but never calls and it gets disconnected. I even got disconnected three talking to their technical team and I could not hear anything most of the time and I even said that to them but still my service not functioning and I cannot use it. I even changed my SIM card as per their request but still not working. I have been on the phone and on hold for hours with them
  
  PLEASE BBB I NEED HELP

  Business Response

  Date: 17/05/2023

  Tell us why here...To Whom it my concern,
  Freedom mobile has gone over the SPAM blocker that carriers have in place with *****, We advised ***** to use different texting platforms when able to. SMS are unblocked now.
  
  Carriers in Canada use machine learning software systems to filter messages. These systems look at both message content and volume and behave very much like email filtering systems. Messages receive a cumulative score based on factors including how many messages have come from a phone number during a certain time period, how many similar messages have transited the carrier’s network, or do the message contents resemble known spam or unwanted messages. If a customer suddenly sees that a large number of their messages are resulting in a status of Undelivered with a 30007 error, a filtering system has probably recently identified a pattern in the messages that triggered a block. Freedom works hard to ensure that customers do not see filtering on legitimate messaging that follows all applicable rules. However, no automatic system is perfect. As such, every customer whose SMS is blocked by this filtering system is reviewed by our security team and if deemed an invalid block, the restriction is removed (this process can take 24 hours). This system remains in place to protect our network and customers alike. Since it is a learning software system, it’s focus is on unusual behavior and we are unable to provide exact guidelines, such as specific number of texts that would trigger a block since it is dependent on the individual customers normal behavior and responds to spikes or anomalies that may indicate a breach and place our network and customers at risk. We are also unable to guarantee a customer would not be suspended from service if the monitoring system were to flag their usage as suspect. A customer who contacts us regarding a block being placed on their SMS usage is reminded of our Fair Usage Policy and service restored once the customer confirms understanding of this policy.
  
  Messaging Services:
  
  Unlimited messaging services are provided primarily for messaging between two individuals. If your use of our unlimited messaging services grossly exceeds average typical consumer usage, Freedom Mobile may, at its option, terminate your service or change your plan to one with no unlimited usage components. Where reasonable, Freedom Mobile will provide you with notice of improper usage before suspension or termination of your service and, if appropriate, Freedom Mobile may offer you an alternative plan. 
  Sincierly, 
  Kate Freedom Mobile Executive Office.