Freedom Mobile

On August 25, 2017, I took out a *** phone and plan with Freedom Mobile. This phone was constantly saying no service and whenever I was at home it would roam. Freedom was contacted on several occasions, they do the necessary navigation and credit my account; however, the matter isn't rectify. My phone was sent to repair center in September and this phone was with them for a whole month. During that month, I transferred my calls to my home phone as no loaner phone was available to be issue to me. Being that I was out of a phone, I called Freedom customer care and asked them to forward my calls to my home phone and that number was provided. After a week without a cellphone, I went and purchased a cheap *** phone as Freedom repair center was taking too long to resolve the issue. I call Freedom to have my calls unforward from my home phone in order to receive calls.

With the new ***, I experience the same issue again, whenever I was at home my phone has no service, sometimes it goes in roaming sometime roaming doesn't work. My calls drop, and text messages doesn't work. When calling the US my number shows up as New Zealand caller on the other person end. Several calls were made to freedom about these issues and phone service. Again, they tried to resolve the issue, however, the issue is still not resolved.

I went and took out an ***+ on December 23, 2017, thinking that the situation would've gotten better but got worse. No service not only at home, but outside of home. I can't send message, messages sent is showing as message failure. Call go straight to voicemail, phone doesn't ring. Contact Freedom again, was told to change the sim card. Sim card was changed on January 18, 2017, problem is the same. Call Freedom again only to hear, "there is nothing we can do as they are working on cell tower in your area and ticket already on file'. ***. This is annoying and upsetting.
Product_Or_Service: *** /***+/
Account_Number: XXX-XXX-XXXX

I was disconnected three times when trying to resolve a service issue. The third disconnect occurred after after a 51 minute wait in a queue for a service representative (having already spent over 30 minutes being shunted from one queue to another, with 2 disconnects on the way). I begged (literally) not to be put on hold again because I feared I'd be disconnected again. Of course my request was not honoured, I was put on hold against my expressed wish, then was disconnected.

I have 2 accounts whit this operator. I just upgraded them to buy 2 phones. One of them worked after upgrading done but other one still not working and they are keep telling me that I have to wait for 5 business days to get it fixed . ***. I don't know what the problem is but I don't believe there is a technical issue which takes that much time to get fixed.

. I am holding more than 1h 30 m. I am caring 3 phone numbers. I am going to cencel tomorrow.

I had a Freedom Mobile cell phone account which been transferred due to unreliable connection service of Freedom Mobile to a different provider. When I signed my contract with Freedom mobile, I gave them my credit card information for automatic payment withdrawal. When I left Freedom Mobile, they took partial payment from my credit card ( did not take full invoice amount) and send part of the payment to a collection agency without contacting me. I received a surprise letter from a collection agency ***. that I had pending payment out with them to collect. They had hurt my credit rating by passing my information to a credit collection agency. ***.

My account, without notification or just cause, was sent to collections. No one attempted to contact me or follow up, especially with my account stating preauthorized payments were scheduled.

I have had nothing but issues with the service provider and any attempts to rectify this has been unsuccessful. Even attempts to get the code to unlock the phone have been in vain.

The business practices are below satisfactory and need to be re-evaluated. I will be taking further actions to resolve this situation, including contacting the headquarters.

I am very happy with my service from wind.
They provide me with good service, although limited, and exceptional customer service, whether on the phone or in person.

And their prices are very competitive.

I was hooked by one of their data plans, being a business owner it made a big difference to have access to 7GB of data for next to nothing BUT after a year with Freedom mobile I just switched again for the following reasons:
1) Worst customer service experience ever: I had a family emergency that required me to travel overseas and despite having a roaming package they interrupted/suspended service five times in one week with no notification of any kind. I spoke to customer service five times for them to reestablish the service. This was not a pay as you go package or anything like that.
2) Very bad coverage even around Vancouver

Worst company ever. I paid over the phone as opposed to going in to the kiosk to pay, bad choice. I thought I would save a trip and some gas and pay over the phone, even though you have to pay an extra $2 to do so. ***. So I paid over the phone and the cell worked for about 10 mins then stopped. I then again had to wait another 40 minutes on hold (as they are ridiculously slow) when I told them I paid and now the phones not working they had to payment on their end even though my credit card statement shows it did go through. They said they would refund my money in 3-5 days. That came and went, no call. I had to call again and wait another 40 mins before I could speak to anyone and when I did they again had no case regarding my money being reimbursed so I had to explain everything again just to get the same answer but this time it would take 3-5days just for someone to call and talk to me about the issue...OMG!!!! So again, 3-5 days comes and goes. I have to call AGAIN! This time its a woman and says again nothing on their side of any of it. Im thinking *** by this point! Not a happy customer. So she gives me a ID case # as she could hear my frustration. Again someone will call in 3-5days, can you guess ? No one called. I have now called Visa and disputed this issue as Freedoms *** is through the roof!

NO refund if you pay month ahead

from beginning in the store to dealing with head office / accounts. In-store, the pricing information was confusing and even misleading -- she kept leaving out some of the costs that should be included in the total monthly charges. I went into the store to close the account, they told me it was closed, I didn't need to do anything more, no penalty (I asked). Then their accounts people came after me for charges -- I never even had a phone or service. I had to pay for a phone I never received or used.

Their customer service is *** I was on line for more than 30-45 min waiting for representative to speak.
Their coverage is no good I live in Mississauga & cannot get data at oakville , northyork even in mississauga. very bad communication network

have been trying to contact them for a week. I have been on hold for over 40 minutes when I ve tried to call. Once reaching an agent only to have her hang up on me. Can't log into my online account. Have gone to the physical store and they can't help me. ***.

I am a *** customer and have 5 cell phones under my account. On Dec. 14, 17 - I went to Freedom mobile store and requested to port one of these phone no. (*** from Fido). I supplied all the information required including my account details. I was given phone no. *** and was told that my *** no will be ported in 1-2 hours. But It did not port. Next day I went to store and explained the issue but no body even gave us satisfactory answer and just said "we cannot do anything call customer service". I called customer service numerous times and after few days of try I could talk to some live person, now I was told that the person entering information initially has not entered your *** account no. I got account no and started calling again. No body picked up the phone but keeps on playing automated msg to wait. I made 15+ attempts and waited for almost 30 min each time but no body picked up the phone. On Dec. 28, 2017 around 3 pm someone picked up the phone and I explained him the situation and gave all information. Initially, I was told that my PIN code is not correct. When I insisted and reconfirmed all information, I was asked to wait, after a wait of 10-15 minutes, I was told that every thing is fine and now my *** no. will be ported within few hours. I kept on waiting. Phone was not ported. Next day, (Dec.29,1917),I called numerous time and waited for hours. Some of my calls were for more then an hour. The automated message asked me to wait and No body picked up the phone. I called from my phone no. ***. It can be seen from my dialed phone call list. Now it is been more then 2 weeks and I am paying for two phones (one from *** and 2nd from Freedom). My son is using this no and he has applied numerous jobs and his cv has his old phone no (which we are trying to port in). I do not know he might have missed calls for job interviews made to his *** number
I wanted to bring all of my numbers to Freedom but the service I got and the irresponsible attitude of customer service is forcing me to stay away from Freedom Mobile.

No to be ported *** from ***
No given by Freedom ***
Fido account no. ***

I also have right to explain very poor customer service I got from Freedom mobile to my all friends and write review where ever I wish to write.

Hello,

My name is ***, I have a service with Freedom mobile. I have 2 lines with them

few days ago, I decided to port one of my lines *** to ***, *** sent me a new SIM card and when I plugged it into my phone, the phone - surprisingly - asked for unlock code !!

I had the phone *** on a TAP which is 2 years contract and when I first bought the phone I was told it was unlocked and now the phone seemed to be locked on their network

I called Freedom (as I still have one line with them), and asked for the unlock code, and after 30 min. the CSR came back to me saying that they didn't have the code and that Freedom would need to contact *** to get the unlock code !! I asked him what I was supposed to do as I already ported my number to ***, he couldn't answer and told me I had to wait for 10 days.

I asked for a supervisor to speak to, she came on the call after 15 min. and she asked me for my IMEI and then told me she'd look for the unlock in the "other" system !!

I was waiting and she came back to me saying that she couldn't find the unlock code and that they'd need to contact *** and I'd need to wait 10 days for the unlock code !!

I explained to her that the phone is locked to Freedom mobile network and I got it 2 years ago and they should have the code, she just kept arguing and telling me that I had to wait 10 days (without a line) just to get the unlock code !!

She was very rude and didn't want to listen, she refused to give me her employee ID or last name, however the info I have for this case is as follow:

Case ID : ***

Supervisor's name : ***

Looking forward to hearing from you

Thanks

My wife and I got new phones and plan from Freedom mobile on Feb 2017.We were told that freedom had full coverage of the lower mainland from Vancouver to mission. Both phones are on upper end plans, mine has 5gigs of data and my wifes 7 gigs of Data.We have had nothing but problems with the phones and network since we got them.It seems that in almost every place in the lower mainland we can't use any data for the signal is to weak.The phones don't work at our house nor at any of my 3 places of work as far as data.We have taken the phones back to were we purchased them and they have put in new sim cards but they still do not work.They have sent us to a repair store at ***- *** way in Surrey.We have phoned freedoms main office and both times they have forwarded our calls to their tech department.In both cases the techs said they could not fix the problem right now, but the issue would be resolved in 3 weeks.I asked them how is it going to be resolved and they say they have to tweek their towers. They give us a case id number and are asked to phone back in three weeks. My number is ***. My wife was given a number 4 weeks ago and nothing has changed, her phone still doesn't work.When we got the phones they told us if we had any problem with the phones during warranty period that we would be supplied a comparable loaner phone.The first loaner they were going to give me the back was all cracked and was missing plastic pieces their representative could not make it work. The second phone I got from them when I took home the charger did not work, the Bluetooth doesn't work and it doesn't down load anything. When I complained they said if I didn't like it they would give me a flip phone.We are both bus drivers and rely on Bluetooth ear pieces for communication with our work and gps navigation. These phones are continuously dropping calls and saying they have no network.My wife's plan has 1 gig of roaming data and it used up in 4-5 days for the phone continuously is roaming.
Product_Or_Service: Feb 5,2017
Account_Number:

Been on hold for over an hour and a half with "customer care" and no end in sight. Contacted Freedoms social media platform for some kind of response and was told it shouldn't be much longer. Not the kind of experience I expect as a paying customer. A 20 minute wait time is reasonable, but hours?

I provided a review below on the first day I signed on with Freedom. After having the service for a while I will provide a further summary of what you will be getting into. Very frequently I receive an text message to someone called me. My phone did not ring but is simply missed the call for some reason. After searching about this issue it appears that Freedom has had this issue for a long time (dating back to when Freedom was Wind). The forums suggest that Freedom blames the phone itself in many instances when is it clearly a network issues. I would guess that about 1/4 of my calls go straight to a missed call text message and the phone does not ring. Another issue is that sometimes I am unable to send texts or call even though I an in downtown Vancouver. My phone indicates I am on an Away network and receiving 3G internet connection. This is the middle of Downtown when in this area I am usually on LTE and on the Home network. Again this happens with surprising frequency. I have to say they are the worst cell phone experience I have ever had. I would literally not recommend them to anyone. I am receiving the service for a lower price than other carriers but if you value consistency and being able to receive you calls I cannot recommend Freedom.

On December 21 I had to wait for over an hour in the phone to cancel my line. I was very specific to tell the agent that I was cancelling before my billing cycle and that I did not want any additional bills. I also requested a ticket number or confirmation that my account was cancelled. He provided me a 7 digit number starting with a "C".

I already get another bill and called again to mention that my account was cancelled. Today, December 27th after waiting for 45 minutes on the phone I got an agent who told me that the ticket number I was provided with was not for cancellation and that my account was still active. He transferred me to Loyalty were I had to wait for another 35 minutes and a *** agent who identified herself as Melissa treated me in a very rude way. She indicated that my account was being cancelled as of today and that I would have to pay a prorated amount. I asked for her last name or employee number and refused to provide them. I requested a ticket number to confirm the cancellation and provided me with another ticket number starting with "C" and 7 digits.

very bad experience with wind/freedon and glad I finally switched after being with them for 2 years. My key reason is their customer support which is the worst among all carriers out there. The customer service agent on the phone and as well as in the store were least bothered when I told them help me fix the issue or you will lose me as a customer and also a potentional new line which I was about to take. their coverage sucks in GTA. Network shows as roaming even when I am home. when I exceeded the calls usage, they blocked my phone without informing me, could not even call freedom customer service from my phone, lol and their whole marketing around free data is not true. when spoke to freedom customer service they said that I exceeded my credit limit usage and I need to pay first to open the line again but there was no bill/sms sent to me. so how in the world I would know what is happening on my account. worst coverage in GTA including downtown toronto, pathetic customer service and not a customer centric organization. enough reasons for me to switch. people do sign up because they are cheap but their customer service is even cheaper.