Complaints

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

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• 

  Freedom Mobile

  16 York St Toronto, ON M5J 0E6

• 

  Freedom Mobile

  75 King St. S. Waterloo, ON N2J 1P2

• 

  Freedom Mobile

  435 Stone Rd.W. Guelph, ON N1G 2X6

• 

  Freedom Mobile

  55 Wyndam St. N. Guelph, ON N1H 7T8

• 

  Freedom Mobile

  278-328 Speedsvale Ave. E. Unit 21A Guelph, ON N1E 1N5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:18/04/2023

  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 bought out my freedom accounts and switched to *****.
  Now freedom the company that overcharges miss bills and now tries to bill me when I am not their customer anymore. They have a collection agency called *** that is now harrassing me for $57 my account is fully pain and all lines transferred to a new telco.

  Business Response

  Date: 21/04/2023

  To whom it may concern,
    
   Freedom Mobile has reached out to the customer in response to the BBB complaint. Unfortunately, the customer was not available.
  
  We have sent an email requesting availability and are waiting for a response. 
  
  Kindest Regards,
   
   ******* **
   Executive Office Specialist
   Freedom Mobile

  Customer Answer

  Date: 21/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  they have not resolved the issue. I have replied to their email and await their response 
  
  Sincerely,
  
  
  
  *** ******

  Business Response

  Date: 27/04/2023

  To whom it may concern,
  
  Freedom Mobile has reached out to the customer in regard to his BBB complaint and informed him of the remaining balance of $53.27. This valid balance stems from the MyTab balance of $122.04 (tax included) billed out on 2/24/2023 when the customer ported out his phone number. Freedom Mobile's billing system has already credited the customer's account $68.77 (tax included) on 3/10/2023, leaving a balance of $53.27 (remaining MyTab balance). Freedom Mobile has offered to clear the mentioned remaining account balance, but the customer has not responded to this offer.
  
  Freedom Mobile has also informed the customer that his account has yet to be sent to collections but has been forwarded to our Pre-Collections Team, which informs customers of their owing balance prior to it being sent to collections after 90 days of non-payment.
  
  In an attempt to resolve this matter, Freedom Mobile has taken the initiative to clear the balance as a goodwill gesture to avoid the customer being sent to collections.
  
  Based on the above explanation, Freedom Mobile considers this complaint to be resolved, and the customer owes nothing to Freedom Mobile. 
  
  Kindest regards,

  Customer Answer

  Date: 02/05/2023

  
  
  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:17/04/2023

  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.

  February 14 2023,
  I went into Freedom Mobile located at **** ***** ******** ***** *** **** to hook up a cell phone on a prepaid plan. The employee put in my autopay information then the manager asked if he tested a sim card in my phone the employee said no the manager told him to test one. The sim card didn't work in my phone so we stopped the account and that was supposed to be the end of it.
  
  March 12 2023
  I was charged for $32.50 for autopay on an account I didn't have. I messaged customer support they apologized and said that they would send it to the refund department for a full refund and turn off autopay and when the refund department got back to me to call in and cancel the line.
  
  April 12 2023
  I was charged 32.50
  
  April 15 2023
  I noticed the charges on my bank so I messaged Freedom Mobiles customer support again. They told me they couldn't refund me and that autopay was never turned off. I ask for my money back and am informed they cannot refund me. I reiterate that this is all because there employee made a mistake and they continued to tell me they couldn't refund me.

  Business Response

  Date: 18/04/2023

  
  Name: ******* ******* 
  Account: ************** 
  Issue: prepaid line over-payment  
  BBB Incident Number: ******** 
  
  Customer’s complaints:    
  • The customer complained about the failed cancellation of the prepaid line which resulted in payments being pulled.  
  
  Freedom Mobile’s recommendation:     
  We have confirmed that the line is cancelled.  
  We have made an exception to send a refund cheque of $65 to the mailing address as provided.  
  
  Please accept our sincerest apologies for any inconvenience this may have caused.   
  
  Kindest Regards, 
  
  ***** Executive Office Specialist, Customer Care 
  

• Initial Complaint

  Date:10/04/2023

  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 July 20-25 I was on a trip to New York and my service had not been working. I had tried contacting freedom multiple times to get my service working again and it did not work till July 26. After I had returned to Canada. I had been a loyal Freedom Mobile customer for 6 years and this business was supposed to be committed to helping me find a resolution for my issue quickly as I was in the states and my safety comprised as I had no service to call anyone or use it for gps direction. I am deeply disappointed in this company and it’s failure to provide a service I pay them for. I was billed $316.01 for services used in the states, but It does not make sense as I wasn’t able to use my service until the 26th. I tried calling and finding a solution to this issue for weeks with freedom I talked to representatives, and supervisors who all said I had to pay the bill. I usually pay $50 for my monthly service and was expecting to pay $100 for roaming fees in the US. I was only willing to pay services that I use. It it unfair on my part because I have tried to explain my situation with them and the representatives and in store representatives have been no help and met with unprofessional service. I have since then switched service providers and transferred my number. I am reaching out to the BBB to help me as they have now sent me to collections (******* ***** and now this will be affecting my credit score. My account at Freedom is under my name: ****** ***. My phone number is **********. I am no longer a freedom customer so I am unable to log in to find an account number but I think the phone number will suffice. Please contact me if you need anymore information, thank you.

  Business Response

  Date: 17/04/2023

  BBB Case: #******** (complaint ID)
  
  Name: ****** ***
  
  The customer had US Roaming Pay Per Use charges of $203.30 and monthly charges accumulating a total balance of $313.90.
  
  Offer to the customer: Spoke to the customer and explained that US charges are valid charges and that customer had MRC as well. 
  Customer said line was suspended and opened a prepaid account. Agreed to have the customer pay $58.80 and credit the 
  rest of the charges to clear the account. Customer accepted.
  
  Thanks,
  Freedom Mobile

• Initial Complaint

  Date:06/04/2023

  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 paid $140 with **** debit through freedommobile.ca to renew a yearly plan that is $128.10. I clicked the link in the email sent from freedom mobile. I have a confirmation number from freedommobile.ca where I made the payment. I show a credit of $140 on my freedom mobile account. But they still say they don't see it on their end it will take 7 days to find the money. They won't renew my plan and have told me to make another payment. This is not a monthly plan it's a yearly plan, 1 payment. They did this a year ago when I got the plan. They ask you to make another full yearly payment then that one doesn't show. It took months to have the problem recified the first time and I ended up paying more then the original $128.10. I feel freedommobile.ca is ******** me.i have the proof on my end that I made the payment it shows a credit on my account online and they won't renew the plan or refund me my money.

  Business Response

  Date: 13/04/2023

  To whom it may concern,
   
  Freedom Mobile has reached out to the customer in response to their BBB complaint.
  
  The customer has stated that she has reached out to her bank and requested a chargeback in order to reverse her payment to Freedom Mobie.
  
  Therefore, we would consider this matter to be resolved in mutual understanding.
  
  Kindest Regards,
  
  ******* *.
  Executive Office Specialist
  Freedom Mobile

  Customer Answer

  Date: 13/04/2023

  
  
  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:04/04/2023

  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.

  I have an insurance plan with Freedom Mobile to repair or replace my cellphone in case of accidental damages. I have had the plan for close to 10 years. I recently called their provider to schedule repairs to my phone, and l was told l hade to mail in my phone for the repairs. The provider told me they would not provide a temporary phone while they had mine in. I explained to the provider that l did not have an extra phone to use, and that l could not afford not having one.
  
  When l initially signed for this plan with Freedom Mobile, one of the key selling points to me was the promise of getting a replacement/temporary cellphone if the parts were not available. I have been paying my bill on time and consistently over the years and now when l need the plan to work, l am being told no. I have called Freedom Mobile for assistance, and even went to the store to no avail. At the store l was even told that if l didn't like what was going on, l could go and sign up for another cell phone carrier.
  
  At this point, l just want my phone repaired noting l have paid for this service, without having to mail it in for an unspecified period of time.

  Business Response

  Date: 12/04/2023

  Date: ***** *** **** 
  Name: ******* ********** 
  Account: ************** 
  Issue: ******** loaner dispute 
  BBB Incident Number: ******** 
  
  Customer’s complaints:    
  • The customer complained about the inability to get a loaner device while the phone is sent out for repair. 
  
  Freedom Mobile’s recommendation:     
  We have offered a $10 discount for 24 months should the customer get a new device.  
  We have offered to waive the connection fee should an upgrade be made.  
  We have removed the phone protection plan and have waived off the last charge for that feature.  
  
  Please accept our sincerest apologies for any inconvenience this may have caused.   
  
  Kindest Regards, 

• Initial Complaint

  Date:31/03/2023

  Type:Customer Service 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.

  Freedom Mobile does not provide the network coverage it claims.
  There are *many* dead spots, even in major cities like London Ontario.
  They have never addressed this issue in almost 2 years.
  
  Furthermore, they rarely answer their customer service line, even to take payment.
  
  Since this is a month-to-month service, I have no obligation to them after the end of each month (which is NOW).
  
  I want my 2 phone lines cancelled, I want the #'s released (to a new provider), and I want the credit in my account returned.
  
  Thank you.

  Business Response

  Date: 01/05/2023

  Freedom Mobile apologize for the inconvenience caused to you. 

  Kindly provide your Freedom Mobile account number for further action.

  Thanks,

  Freedom Mobile 

   

  Customer Answer

  Date: 03/05/2023

  
  
  Complaint: ******** 

  I don't have access to Freedom Mobile's account page, but my phone # was 1-************ until April 2023 (********).
  

  I don't believe they can't find my account with my full name, full address, email (***** **** **** *** ********), etc.
  
  
  
  Sincerely,
  
  
  
  *********** ******

  Business Response

  Date: 15/05/2023

  Dear Customer, 

  Thanks for sharing the account information, after investigating your account we found out that you have rejected the last 2 payments. 
  

  Based on this Freedom Mobile is unable to offer you last payment refund. 

  Regards,

  Freedom Mobile 

   

  Customer Answer

  Date: 16/05/2023

  
  
  Complaint: ********
  
  
  
  What nonsense.

  My attachment shows I paid for both lines Feb 27 2023 -- that is, for the month of March 2023 -- and you cut off my service in early March.

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

  You owe me $22.60+$21.47= $44.07
  

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

• Initial Complaint

  Date:29/03/2023

  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.

  Date of transaction: March 21, 2023
  Freedom #: ************  Paid: $157.07 Service: Prepaid Yearly Plan (includes text messages incoming/outgoing, calling out/receive calls, v/m)
  
  Dispute: Hello, I am extremely disappointed with Freedom Mobile. I purchased a prepaid yearly plan for $129 that would fit my needs with only calling and texting. Unfortunately, from the start of my activation on Tuesday March 21st it has never worked. The issue is that I can not call out (theres no dial tone) and receive calls (it goes immediately to voice mail). However, I can receive text and also text out. I spent many hours this past week with many representatives and also speaking with Level 2 support. In short, I’ve spent at least 8 hours online chatting and over the phone. I’ve exhausted all my choices and no one can resolve my issue. Its a long process to talk with help desk (reading off script) and very tiresome each time a person has to connect with Freedom. At this point, I want a refund for a service that has never worked for me from the beginning. My last correspondence with Freedom was today (March 28) and I spoke to someone from help desk who then transferred me to escalations department and I spoke to **** who was not helpful or sympathetic. **** stated my prepaid plan is not refundable. ****** ** * ******** ** *********** * ***** **** *** ******** ****  I also have full details of our chat conversation and notes with individuals I spoke over the phone. Thank you for your time.
  
  Tracking #'s:
  =>March 21 (online chat 3 1/2 hours) *spoke to ******* *spoke to ****** *spoke to ***** *spoke to ****** (Case ID: ********** =>March 23 (online chat & phone 3 hours) *spoke to **** *spoke to *** *spoke to Level 2 support (didn’t get his name) (Case ID: *********)
  =>March 27 (online chat 1 hour) *spoke to ***** **** *spoke to **** -transfered to manager (Case ID:*********)
  =>March 28 (phone 25 mins) *spoke to *** *spoke to ****-Escalations Department (Case ID *********)

  Business Response

  Date: 03/04/2023

  BBB Case: #******** (complaint ID)
  
  Name: ****** ***
  
  The customer had technical issues making calls with his prepaid number.   
  
  Offer to the customer: Service Tickets have not led to a resolution along with a visit to a retail store. The customer is
  still not able to make calls or recieve calls. The customer does not want to retain the service. Offered to cancel the service
  and refund the first payment made via card for $139 + taxes. Customer accepted.
  
  Thanks,
  
  Freedom Mobile

• Initial Complaint

  Date:14/03/2023

  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 called Freedom Mobile to add a roaming package to my phone. I called on 6 March to add the roaming package and clearly stated multiple times I needed the package to start on the 15 March (when I commenced my travel). I paid $96 for this.
  
  The Freedom Mobile customer service agent incorrectly added the roaming package to START on the 6 March — not the 15th. I became aware of the mistake 11 March as I was preparing for my trip. I called Freedom Mobile, they acknowledged the mistake, said it was clear I have not been travelling, but would not refund the $96. I was then forced to pay ANOTHER $96 to ensure I had the appropriate coverage on my phone to start 15 March
  
  
  Here is the case ID for reference - *********.

  Business Response

  Date: 16/03/2023

  Dear Mr. ********,

  Freedom Mobile apologize for the inconvenience caused to you
  due to activation of roaming add on before the requested date.

  We understand that the roaming add on -Big Gig Roam, INTL
  $10/Day - 8 Days $80 – was added on Mar 11th instead of Mar 15th on the line **********. Upon further review, we found out that on Mar 15th customer care refunded the disputed amount on your line **********.

  Based on the above we are closing your file with BBB.

  Regards,
  Freedom Mobile 

  Customer Answer

  Date: 17/03/2023

  
  
  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:09/03/2023

  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.

  I purchased a ****** *** *****. I asked for a Super Fast Charger. I was given and sold what the employee claimed to be a super faster charger. I got home and immediately plugged my phone in to fully charge it. Upon charging I realized that I was given the wrong information and that the charger given was an 18w Fast Charger.
  
  I went to a Freedom Mobile location closest to me at the time and was denied my return due to the condition of the box which has been opened only at the top. I explained to the employee what the situation was and that I was essentially **** ** about what the capabilities of the charger were and was still denied my return.
  
  I work as a manager for returns at my workplace. Regardless of the condition of the box if a customer was ******** **** ** by an employee I would not hesitate to return the product to the customer. Especially when the entire purchase was well over $1,500.
  
  All I ask is either the ability to return my item for a full refund or given a credit equivalent to the purchase price of the charger on my next bill. I have been a customer of Freedom Mobile since 2017 and expected better customer service.

  Business Response

  Date: 10/03/2023

  FREEDOM MOBILE EXECUTIVE OFFICE   
  
  Date: March 10, 2023 
  Name: **** ******
  Account: **************
  Issue: denied return for incorrect charger 
  BBB Incident Number: ********
  Complaint Status: RESOLVED 
  
  Customer’s complaints:   
  • The customer was denied return of incorrect charger purchased in store.  
  
  Freedom Mobile’s recommendation:    
  We have refunded the payment of $50 plus taxes as an exception.  
  
  
  Please accept our apologies for any inconvenience this has caused.  
  
  Kind Regards, 
  
  James Executive Office Specialist, Customer Care 

• Initial Complaint

  Date:09/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Freedom mobile keeps sending me false advertisement. first they offered a ***** ***** plan on promo with a 45 dollar hidden charge.
  
  recently was approached multiple times for a phone offer when i looked into it it was a ploy to get me off a grandfather plan.
  shame on freedom and their business practice

  Business Response

  Date: 22/03/2023

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

  
  Mr. ********* case is in
  regards to the inconsistency of information that was communicated in regards to
  the hardware upgrade promotion.
  In addition, Mr. ******* has
  been receiving promotional sms which he advised to stop.
  We spoke with Mr. *******
  and advised that sms promotion has been disabled.
  We have also provided a
  promotional credit of $10.00 off for 12 months.
  Mr. ******* has accepted the
  above offer.
  We thank Mr. ******* for his
  continuous support.
  
  Regards,
  Freedom Mobile