Freedom Mobile

sign 2 year contract to get a recycled number to be *** by old customer still using number not worth it bad customer service

I switched my service provider about a year ago and did so understanding that I had to pay off my Freedom bill. I believe I did.
A year later I received an email from a collection agency (***) asking for a payment of $25 (which I didnt know I hadnt paid off).
I then immediately reached out to Freedom via chat and apologized and made the payment.
Yet *** sent a mail to an older address (a place I lived earlier) stating that I have to make a payment to them. I called the Freedom call centre saying that I had made the payment and they need to let theor collection agency know that. The call centre rep (Ezra) said it wasnt her job and I would have to deal with the collections agency myself because the relation between Freedom and me was over and they got their money so they dont care anymore what happens.

I dont understand why I have to deal with a collection agency when I have already made the payment and why Freedom wont take responsibility of updating their systems. Absolutely shoddy behavior and I believe they should be held accountable for selling customer information without consent to 3rd party.

It was an amount of $25 which I paid off and yet Freedom said that it isnt something they can handle anymore and I need to deal with the collections agency.

. I can rarely get service, or send and receive texts. I have spent hours on the phone/ in chat with them and in store trying to resolve the issue. I still have these problems and cannot leave my plan. Every single person says they understand and tells you to try something different. Managers at 3 stores in Kelowna were rude and belittling. I can't even believe that they speak to people so harshly. ***. They hold their customers hostage.

On June 7, 2020 I approached Freedom Mobile to migrate my mobile phone service out of my *** account without having to change my number which has been attached to my name since at least 2006. I was told that it would be done so. The clerck then proceeded to immediately remove my *** SIM card and replace it with a Freedom Mobile card this way basically disabling my phone as when I turned it back on it requested a *** unlocking number available only by phoning ***. So I needed a phone to use my phone. A perfect Catch-22! When I tried to contact my *** account through their website it was never successful.
I had not noticed that a single line comment on the cash receipt from Freedom Mobile specified: "Your account mobile number is [10 digits]". So Freedom's clerck *** me when I was told that I would keep my usual number and that was communicated to me by a line buried on my receipt only after all transactions were executed including a *** automated monthly payment.
When I returned to the store (6631 N Island Highway, Nanaimo, BC, Canada V9T 4T7; Sales person Will H.) the sales clerck refused to engage or to help in any way claiming that it was a *** problem exclusively. After strenuously trying to make him understand that I was not the enemy and that in fact it was him who disabled my phone, not ***, one of his colleague finally advised me to go to *** for help since they own ***.
I'm 84 years old and I have never been treated so disgracefully by any retail outfit. This has been a truly unique experience for me.

Just switched 2 days ago because their price was good. Now my phone and apps aren't working properly and I found out they don't support group chat ,which I use every day . Seriously in 2020 group chat doesn't work with them . Ridiculous. They tried telling me my phone was problem . Worked perfectly fine before switching

I have purchased 3 phones from them during the past few years. 2 of the phones were purchased outright and both were locked. I unlocked one when I was switching service to a new provider. And with help of the customer care of the new provider (.....they basically got them on phone and forced ) the unlock key.

Now during the pandemic, I wanted to switch the providers myself and realized this second phone which was supposed to be unlocked it locked by freedom mobile. I contacted them and they ( falsely ) claimed that the phone was locked by the phone manufacturer. The manufacturer said they are *** and that freedom is the company that locked the phone. Now freedom says it takes 10 business days to "maybe" give/retrieve the unlock code. This is called highway rubbery in my opinion. The 10 days puts me just past the billing cycle. They want to try to see if I file a complaint with CCTS or CRTC. I think I will do that.

I don't want to lose the current phone number, otherwise I would cancel my account. They have held us hostage.

For the past month Freedom Mobile has been forcing me to pay for a service and refusing to provide me with a phone. I lost my phone while traveling and have been trying to purchase a new phone online (due to the pandemic) through them ever since. They still refuse to stop charging me for my service but keep having technical issues where I can not order a new one. I realize it's a tough time and wouldn't mind if they stopped charging me while these issues are resolved but they refuse to stop billing me. They have told me repeatedly to wait 24-48 hours and try again, which I have done. I have been on hold with them over the phone for over 3 hours this past week and have messaged with them online at least 5 times. I was on the phone with them multiple times today and guess what they told me?...call them back in 48 hours. During a time of crisis where having a phone is essential Freedom Mobile forces me to pay for a phone service while they refuse to provide a phone.

.Not respect the customer and the deals.Weak network ,no signal in a lot of areas.

Absolute worst service machine like customer service their plan seems to be to lock you in and forget you. They don't care and told me this on the phone. I am cancelling service on four lines and moving to any other carriers.... At all any other carriers will be better seriously freedom is so bad you will find yourself feeling insane as they tell you there's nothing they can do and they understand. We understand we understand we understand we understand we understand.... But we can't do anything where sorry where sorry we're sorry there is nothing we can do. We're sorry you can't make calls we can give you 10$ off per month... I understand... Can't make calls or texts like why do I have a phone????

Went to freedom store at Bramalea City Center, Brampton, ON, on Sunday 14th March.I am existing freedom customer and I went to store to inquire about one another line for my brother. Asked representative about plans.He was *** not willing to explain anything,then finally he told us a plan and my brother asked simply about any discounts with combining two lines.We were about to left, I heard that person voice that he was laughing and was making joke of my brother by repeating discount word with one of his teammates that these guys come and ask for discount on top of discount.
I listened his conversation and left store.
Really such a bad experience by visiting freedom stores.I even changed my existing number to other service provider.
Its like you are insulting your customers.!!!!

I signed up for a cellphone plan with Freedom Mobile at the *** Mall in Nanaimo, BC that included the ***, $90/month, 25 gigs of high speed data and unlimited slower speed of data after the first 25 gigs of high speed data. The sales person told me that the Freedom coverage serviced my location in the *** downtown. The sales person told me at the time that if I wasn't happy with the service I could return the *** anytime within my 15 day trial period.

I was also told that if returning the *** that the phone should be in the same condition and packaging that the phone was given to me in. On inspecting the phone it seemed new out of the box. I had noticed, what at the time was a defect in the plastic on the back of the phone, which the sales guy told me was a manufacturing flaw. No big deal, I left the store with the cellphone.

After having been told that the Freedom coverage area included my location I found that it did not. I returned the phone to Freedom and at this time the manager of the Freedom Mobile Kiosk examined the phone with a very bright light while tipping the phone on different angles. He told me that there was a blemish on the back side plastic. When I first received the phone the sales person never used any light or tipped it back and forth, sideways, etc. The Freedom Mobile manager would not accept the phone return and told me I had to pay $1120! At no time did the salesman ever mention the flaw that I had noticed on the back of the phone when first accepting the phone a week earlier after leaving the store with the phone I attempted to return. Now Freedom Mobile has a collection company trying to squeeze the $1120 out of me for an alleged scratch that can only be seen using a very bright light and tipping the phone back and forth and apparently at some time during this process there is supposed to be a scratch? *** to sell an *** for $1120 if you don't like the Freedom Mobile service or the coverage area isn't as stated by the sales people. The phone was barely used on account of it not having coverage. I kept the phone I was using with a different provider until such time as I check out Freedom Mobile. Sometimes some things are too good to be true. ***. I was told there was coverage at my *** space in downtown ***. ***, there was no coverage, I wasn't able to access my 25 gigs of high speed.

Thankfully, we now own our phones and are now "free" to move to a different provider. Freedom has been a nightmare. We were ready to accept the bad reception...large areas in the city that do not have any connections. Problem has been the add ons for travel...no matter how hard you try, or how careful you are...you end up with huge inflated costs. Each time a different reason to be penalized...so if you accept the plan because you were told by the seller that it is good for all Canada....well Freedom does not have service for most areas in Canada...so say you used your phone in the Okanagan....long distance and data charges apply, or if you are in Mexico and signed up for the down south package....well a large percentage of phones there have American plans...even people who live in Mexico or own Buisnesses there may have American providers. Both cases add hundreds of extra charges. That and extra data charges happen even if you shut down roaming when you keep following data usage messages sent by the company. The plans in this company are weighted against the user...and it doesn't matter how careful you are there are surprises.. and as far as service...it really is impossible to talk to anyone who has the power to help a frustrated and helpless user.

I've been a customer of Freedom Mobile (formerly WIND) since 2017. My plan was/is 40+tax. Roughly 45.20 every month. As a student, this deal was amazing.
This lasted until early 2018 when I switched phones. Still the same plan, told no hidden fees etc.

I added autopayment to make things easier. And overtime I noticed my chequing account had less and less in it every month.
I checked my statements and they started charging me, 10-20-30$ extra.
I got the bank involved and they returned the biggest bill I was charged which was around 92-97$.
It caused issues with my bill next month but for the time being I had some of my money back.
Since 2018 I've been arguing with them to fix my bill. They always have a reason for why I've been charged so much.
"You went over your texting limit, that's why you're charged" my plan is is unlimited.
"You left your network zone and went to roaming" I can't travel and have never left Ottawa.
"You're tab is 20$" I only agreed to 10.
"You're paying for phone protection" I was told it was a one time payment for the first month and would be removed.
I didn't discuss a new tab amount. It was supposed to be the same. Nothing was to change.
Anytime I confront them personally in store, call, or live chat its a different excuse everytime.
They always say they can't refund me as well once the bill has been processed. My mother used to work as a dispute agent for a rival carrier, so I know for a fact that's untrue. It's just more work than they want to do.
One gentleman was nice and said I would get a 5$ credit on my bill for a few months. It wasn't tendered properly and would show up as though I was 5$ short everytime. So I was still being overcharged.
Recently I have removed the roaming capabilities, I removed the phone protection. Anything I could to lower the bill. But its still expensive.
All I want is my original bill. The original agreement. Changing my phone wasn't supposed to change anything about my plan.
If someone can please help me get my money back. If possible it should cover the amount left in my Freedom Tab and I can leave this carrier for good.
I will add my contract to this. Unfortunately I can't add more than one attachment, but my bills are saved.

***Document Attached***
Adding other files, my 2nd services agreement as well. I did not agree to a 20$tab. I wanted it to stay the same 10$ as it's what I can afford.

Terrible coverage and service. After talking with them multiple times problem are still not solved

. Told me I was getting a free tablet then charged me.

I changed my plan using their mobile app, downgraded to a $55/month plan for both my wife and I. I ended up losing my entire Friends and Family discount by doing so, there was no alert or pop up telling me that I'll be losing the plan. So this month I get my bill, it was close to $200, so much for saving money. I travelled to the states that month, so that's why there was a little extra roaming charge. I called their customer service only to be told that I lose my discount COMPLETELY if I dropped below a $60 plan. The Rep said that if I had CALLED IN, they would have warned me that I'm losing the discount; but at least they offered me a generic ***-like empty apology, leaving me feeling like it was my fault. My wife and I have chosen to move on from Freedom mobile once we pay off the MyTab we have left. Poor coverage province wide outside of major cities, on top of an uninformative, deceptive mobile app and customer service that won't even try to help fix the problem.

The ONLY thing thats ok about wind...is the pricingCoverage is mind blowingly bad! Im literally situated between port credit and clarkson in Mississauga...well within their full coverage and my phones constantly switching from full bars to none...to roaming.....to full bars...and Im not even moving my phone! Went to Lake of bays on the weekend, again within their roaming area...ZERO coverageMy cousins sitting beside me with his [redacted] phone....FULL COVERAGE....just terrible Oh and unlimited doesnt mean unlimitedlol

You really need to update your credit check policy. I have been a customer for over two years and tried to upgrade my phone with you. I was asked a series of questions dating back to 2011 and 2015. I answered to the best of my recollection but apparently I failed. I'll have you know that my credit rating is excellent but because I failed to answer one or more of the questions, Freedom insulted me by saying I did not pass the credit check. I tried to reason with the Loyalty department but it was like talking to a machine. What a waste of my time this was. First chance I get I will be dropping Freedom and will never ever talk good of you.

I switched providers to Freedom Mobile on Christmas Eve. I upgraded to a phone that would work on Freedoms network as my BYOP was too old for their network. This was the beginning of my Freedom customer service nightmare. ***. ***, get every point of your plan or prepaid plan in writing and check your bill thoroughly. Freedom Mobile lacks integrity and has proven they are an untrustworthy business that cares only about signing someone up initially and then provides poor service consistently after.
Freedom you have lost a brand new customer.

Signed up as new freedom customer with a prepaid plan on Dec 31 and I'm quickly cancelling this. Worst company to deal with, their call centre folks have contradicting knowledge from one dept to another. Furthermore, their website is misleading. I'm surprised this company still has customers. I was warned about this company in the past, however I'm a strong believer that everyone deserves a chance. This company does not.