Freedom Mobile

I Signed on with Freedom mobile with a new phone and large data plan in late 2016. Service coverage is a laughable cry from what they advertise. ***. It's wrong to advertise a coverage area that's a complete fabrication and then commit you to a multi-year contract before you realize you've been duped.

The second complaint of this review is that after cancelling my account and moving to another carrier they have done everything possible to prevent me from unlocking my phone to the other carrier. It's a vindictive set of policies because there is already no way to salvage a business relationship here, let me be on my way. Instead, on call one, I was on hold for ~30 minutes when I reached a customer service rep and told them I wanted to unlock my (now paid for) phone. They said they had to put me back on hold and didn't get back to me again. I was on hold ~4 hours, it was an hour after their call center closed before somebody checked their call center hours for me and let me know that they had been closed an hour already.

The next morning I called in and waited on hold for ~ 30 minutes, reached a customer service representative who told me they cannot unlock phones for accounts that have been ported. When I explained to the representative that such a policy is against my rights as a Canadian mobile customer they said I would have to make a formal complaint with head office and a response will take approximately 10 business days. You can draw your own conclusions about how I feel about that...

Today is Dec 20, 2017, was trying to call their customer service for 3 hours, Finally person answered with name Maria but sounded like total man. I asked where they from and person said Philippines. I could not understand a single word what they are saying. I wasted 3 h and now I had to hang up. I called second time for 2 h and person answered from Indonesia. Same thing, I couldnt understand a single world, so I hang up. It is impossible to get a person from Canada! Why we should support companies that wire jobs overseas and provide horrible customer service??? I am not even talking about very poor service and dropped calls. I am canceling my service and going to somewhere else! Never again.

Hi, I am new customer to freedom. I switched my network from *** to freedom becuase of zero dollar discount on ***. On Nov 24 2017 ( black friday) I have been done a credit check and I was approved ( told by customer representative), since I was approved I have moved to freedom network and they were able to pre order *** 8 for me . And on Dec 8 2017 when I went to the store to pick up my phone the customer representative and store manager claims that I am not approved to go under two year contract which was frustrating for me ( I am sure my credit score is good , I have taken credit report from *** which came out as excellent with 761 points which I also submitted to store manager). Few other frustrating things are I have been at store on Dec 8, Dec 9 and Dec 10 but no one were helpful and not polite and no one are calling to customer care to understand the situation. The store manager tells me that all he can do to fix this problem is, he can escalate the issue and cc me the email on Dec 8th before end of day Dec 9th and I havent got an email regarding the issue. My concern is if I was not approved why was the customer agent dint notify me ? And why did he do a pre order for me. I tried calling to customer care on saturday and sunday but no one were helpful. And since I was first 25 customers on Dec 8 I was also elgible for free set of earpods, charger and cleaning set which I also lost them. I now regret since I moved to freedom, I feel like freedom and has to provide me some thing really better. I am not at all satisfied with freedom retails store merchant and ce ( Especially marlborough mall store). ***. I feel like freedom has to do something to help the customers. The sales person who helped me on Nov 24 is Raymond T(Marlborough Mall, Calgary) . since there is no provision here to attach the scanned copy of pre order I have sent the invoice number.

Wind sold me an expensive *** Phone that was defective from day one (2014). This was my ONLY business line, which caused me many business delays and problems due to lack of phone reception. I had countless missed calls, dropped calls and no service on a regular basis. At that time, it was known that Wind had poor reception outside Toronto. I accepted that. I had poor and NO service within the GTA regularly, including no service in my own Toronto home.

I made trips to Wind stores for help, regularly, usually I was sent to "Service Centre" at Victoria park and Danforth.

All these trips wasted countless hours of my time, always without any resolution. The staff was untrained, the "manager" immature and hours of my time spent, for nothing.

The SIM card was replaced 3 times, because nobody knew what to do. I demonstrated how my friend with identical phone and carrier had service and I did not, no explanation was given.

One time I even left the phone to be returned to *** and paid for a loaner. Nothing changed. Of course Wind would not replace the "lemon" phone they sold me.. After a couple of years with this regular irritation, I couldn't take it any longer and had to get a phone that was functional. I walked away from my Wind plan.

I always paid my bill regularly when I was a client.

I thought there may have been a tiny balance when I ended my service, but over a year later I was emailed this ridiculous bill.

I refuse to pay this outrageous amount after what my horrible experience during the time I was a client.

After all my wasted time, problems and lack of service or resolution it is completely wrong to be charged for a phone I was sold that NEVER worked properly.

The final proof came when my son needed a short term phone and I gave him MY Wind *** phone to activate. The vendor confirmed the antenna was broken and there were serious problems with the phone, they were unable to even activate it.

I suspect WIND was aware of this problem all along and allowed me as a customer to suffer and pay every month.
I incurred business costs and problems as a result of my Wind plan, therefore WIND should absorb the small balance for the DEFECTIVE phone they sold me and could not provide ANY satisfaction upon.

I went to a Freedom Store at McCowan & Kingston Rd yesterday to top up my phone and the young lady who was working in the store, boyfriend hanging out there, told me they weren't topping up any phones for the past two weeks and I had to go to corporate office to get it topped up - she sent me to Warden & Eglinton to a corporate office - I certainly could not see anything up there - wild goose chase. Finally went to post office where they gave me the top up codes. What is wrong with these lazy kids she didnt want to serve me as I was disturbing her and the boyfriend - I will never use that store again. I was totally *** off yesterday for the nonsense.

Terrible reception. They charge me for Away where I was in a Home Network (Downtown Edmonton or West Edmonton Mall).Rude customer service, Poor Network. I'm switching To a real Telecommunications company like *** or *** to get a good Quality of Service

. I signed up with them today. There was a series of nightmares trying to switch my number from *** to Freedom. When they were finally able to do the switch I could not switch some setting back from the temporary number they gave the phone during the switch. I called technical support and they could not help me. The guy barely knew what he was talking about when attempting to discuss the settings on the phone let alone the actual problem. They actually blamed the brand new *** and said there was nothing they could do. I absolutely regret switching to these guys. They offer cheaper plans but believe me you pay for it with the completely *** "technical" support.

Freedom/Wind gets a lot of flak for their network. I was with them 2 years ago for about a week before returning my phone because their old AWS network was quite bad. I'd often be placed on the AWAY network and my average data speed was barely adequate for surfing, far from trying to stream videos.

However, I went back to them over Black Friday. I had bought my wife a ***+ with *** and was shocked at the pricing -- she is paying $85/month for 500 MB of data. I wanted to get the same phone as well, but I am a much heavier data user than she is. Paying for several GB would cost me well past $100/month -- waaaay too much.

I decided to try Freedom again, with the news of their new LTE network. I've had this phone for just over a week now but I am quite pleased. I live on the west-end of Edmonton and work near the University area. I've been running a cell network analyzer app (various ones in the Play Store). Along my commute I usually have over 50% signal strength. At home my signal is ~80% and at work its ~95%. Running speed test I got 65Mbps down and 27Mbps up with 49 ms ping from the office -- pretty good! Best part is that I am only paying $75/month with a 10gb/month usage cap.

Only complaint so far was the activation process -- I bought the phone online wanting to avoid the line ups with Black Friday. Firstly, they did not send any shipment notification, which they stated would happen. Secondly, I was unable to activate a Pay After line from their website. The FAQ states I had to go to the store to activate... And at the store, the retail support line was backed up with long wait times. Had to stand around for an hour to get the phone activated.

I'd recommend them to other data heavy users. Noting that they have a 15 day trial period. Take the phone out to every where you go, try to make calls and run some speed tests.

I spent 1.5 hours on hold with Freedom today trying to cancel my account. I then gave up and tried to call a store location to see whether they could access my information. It took 4 calls to physical locations until I got through to anyone - one call took me to a voicemail box and another said the number for that location was disconnected.

Additionally, when I did get in touch with someone, he told me their system was slow today, call back another day, and that even if I went to a physical location, I would not be able to cancel my phone plan - it had to be done over the phone.

I've received spotty service most of the time I used this carrier, so it was impossible to rely on in an emergency or even if I was driving out/through the country.

For past the past week, 3G and calls keep dropping. Today Nov. 30/2017 Since 5 pm I have no service at all it's 10 pm. I called customer service couple of times and they did not resolve this issue and kept giving open-ended answers and are not clear about when they will restore my cellular services. I work with *** and when I don't have internet I can not work. They are a liability and costing me income loss.

I have been a wind mobile/freedom mobile customer for close to 10 yrs. After this past weekend, I said ENOUGH!. Bad enough all of Hwy 115/7 are dead zones, hwy 7 from Peterborough to Carlton Place, dead zone. This past weekend I spent 3 days with tec support and going into their store. Tea support were supper busy and their web site took at least 20 mins just to get on. Each of them kept passing the buck to the other. I was at the store today, they said phone works fine, call etc...BITE ME!. I ported my number and changed providers. If they do some net work up grades as well as towers, id consider going back, but not until then.

On 11th of Nov 2017 I bought a brand new *** CELLPHONE PAID IN FULL BY ***.
WHEN USING IT HEATS UP WITHIN 15-20 MIN TO THE POINT THAT IT BECOMES IMPOSSIBLE TO KEEP CLOSE TO EAR.YOU HAVE TO OFF IT TO COOL DOWN.DANGEROUS CAN SPARK OR EXPLODE.
TOOK IT TO FREEDOM ON 18TH NOV 2017 AND UPDATED ***.WAITED FOR AN HOUR BUT WAS TOLD BY *** OWNER NOT AVAILABLE .WILL GET BACK BY MONDAY 20TH NOV.NO RESPONSE ON MONDAY. I CALLED FOLLOWING DAY( TUESDAY)TOLD BY *** HE WILL RESPOND IN 5.CALLED 5 TIMES .NO RESPONSE.
VERY POOR CUSTOMER SERVICE.JUST FINDING EXCUSES TO DELAY MATTERS AND DON'T WANT TO HANDLE CUSTOMERS COMPLAINTS.
CELLPHONE IS DEFECTIVE. I WAS THINKING ABOUT EXCHANGING IT WITH ANOTHER MODAL.BUT LOOKING AT THEIR CUSTOMER SERVICE I WANT TO RETURN IT AND GET MY MONEY BACK.
THANKS
***
Product_Or_Service: cellphone
Account_Number: purchase rece6

. Many times I found myself in need to call emergency I had no open line in the phone, other times driving depending on GPS internet just died and got lost. It's cheap compare to other companies but you will have no phone or internet when you most need it. I'm looking for other provider.

Coverage map is very misleading... Constantly experience dropped calls in area's that supposedly have good coverage.
Support is very unorganized. You can call in, negotiate your terms, get the call rep's name, etc, with all the details. You then proceed to go to a walk in store as advised, only to be told that the system doesn't show anything. It is impossible to get that same rep back on the line, as there is no call backs or call transfers. Such a great experience wasting 2 hours of your time standing around in a store getting no where due to inadequate services.
***
Will I continue doing business with this service. Nope... I plan to change service

I recently traveled to the carribean. I was made aware that you can use your freedom mobile app to purchase add ons, such as an add on to be able to use the phone in the carribean.We lpurchased it, and away we went. Upon returning home, we were cutt off on both of our phones and given a 588$ bill. When questioning why with guest services and asking someone to call us about this. They responded that the package we should have added was called the "world package" not the "mexico and carribean package:. I took a picture of the add on and description and emailed it to the support team to show them that on thier app, they only call it a mexico and carribean package, and they do not list details on countries, the country we visited was the dominican republic, which is in the carribean, how were we to know that it was exculed from the carribena package, if it does not list which countries in the carribean apply or do not apply.I also asked why we had received no calls or text messages to us, as we had in the past when we were out of country and accumulating charges, they had no answer to this, which is a complete violation. They let my bill go over 500$ and did not even notify us, the only way we found out was when our phones were shut off, which left us with no way to communicate, while by the way, we were in the states at a hockey tournament and had no way to call them. We had to email the guest services on wife to find out what was going on. It took over a week and a half of me emailing and asking if someone could call me to discuss, for them to reply with that they would cover, 200$, and that was by email. I still did not receive any call. I replied on Nov 19th and told them, this was not sufficient, it needed to be fixed on their online app for not just me, but for everyone, and they needed to rectify my bill, and that for the 3rd time, I was requesting a manager or supervisor to call me in regards to my concerns. I did not receive a reply back, and I have not heard from anyone as of today, Nov 21st.

This company is really bad. Their coverage ad are misleading. They have a very complicated billing structure use to confuse you. The do charged you for services that is within zone and if you dont look at your bill carefully you will be overcharged you and they are more than happy to take your money! Stay away if you want to be scamed

I have a contract with Wind Mobile which was paid and closed. Freedom and I do not have any agreements and they have sent my file to Collections for an account that I do not have with them. This is SEVERLY impacting my credit rating as I AM CURRENTLY renewing my mortgage!! This is absolutely unfair that Freedom can submit my file to collections without even contacting me. I need this resolving ASAP and I have to renew my $600K MORTGAGE and their $200 COLLECTION BILL is severly impacting my score!!

I took a phone plan at wind mobile,then my wife took a plan as well at 45$/ month when it was windmobile .the plan 45/month which included 5 gb of data 2400 minutes Canada ,USA talk ,unlimited text and 5cents per mb once the 5 gb were done then I would get charge.when wind became freedom this is when my wife got charged between 3-7$ every bill cycle. I called freedom and they told me that it's because we are out of the covered zone. I explained to the rep that my wife as an everywhere plan and when it was wind we never had issues . We would go out of the city,out of the province, my wife even took her phone twice to New York never was charged a penny more.

My phone was sent away for repair (after inspection by staff at the store)
The phone was sent to a 3rd party for repair. The phone had a screen protector on it when it was sent for repair. It was removed by the 3rd party damaging the phone. The phone was returned to me with the initial issue unresolved because the damage to the phone has voided the warranty.
The staff in the store claimed they were not authorized to resolve my complaint and directed me to phone the customer service number for Freedom Mobile. I phoned and paid the remaining 'tab' on my useless phone and was offered another 'tab' and 2 year contract as a resolution.
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Order_Number: ***
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I have been with the company since the very beginning when it was Wind. I have everyone in our home with them. I up graded my plan to include the "world traveller" since I travel quite a bit. My plan was $50 a month. It worked great. I had coverage and was ableto call home with no troubles or extra cost. I recently bought a new phone and was told for an extra $9 a month everything would stay the same and I would get more coverage in dead zones. This was a total lie. I now have a $59 a month bill with no coverage outside Canada and the US.
When I called to complain about my $233 bill I was told they would give me a refund for some of the money but not able to do anything else. I was transferred to the "loyalty" program.
This was even worse. I can't go back to my old plan, but I could sign up for $8 a month and get the World Traveller and receive a discount of $10 a month for 10 months. That was my compensation.
I have sung the praises of this company for years. Sorry now I will be warning everyone how I was treated.