Freedom Mobile

Freedom Mobile does not offer what they advertise. Your connection will drop (go to away) simply by moving rooms in downtown Edmonton. Even when you have a connection, call quality is terrible and your lucky if you get 5KB per second on an 'unlimited plan'.

! I've been ticking along fine until my husbands CC expired. I went online to update the CC but it wouldn't accept my Pin so I entered to reset my pin-didn't work - called them to reset my pin, didn't work, called again with a little agitation in my voice reset AGAIN didn't work......called for the sixth time said I needed to speak with a supervisor- explained it all to the supervisor....she loudly stated I needed to reset my pin..... I was AM dumbfounded- I can't believe it - so I called back again after it didn't work AGAIN....lost my *** so the fellow put in a ticket elevating my issue. He then calls me back in 15 minutes to tell me my husband is the primary account holder so he has to go in to update the CC - ***- he had bought the phone for my bday present and also put me on the account as was Assured I could have full privileges if/when anything had to be adjusted.....
***!

! Since they switched from Wind to Freedom both customer service and coverage quality have been inexistant. My phone stopped receiving messages, and calls were going straight to voicemail. Roaming also didn't work while outside of the GTA, and the internet connection was very poor.
I went to the repair center multiple times and spent hours on the phone with tech support, always getting a different story and no solution. They asked me to upgrade my phone, I got a new Galaxy S8+ and the problems stayed the same. They asked me to change my sim card twice, then to not go on the LTE network (after making me buy an LTE phone, LTE sim card, and switch to an LTE plan). I tried to return the phone as it obviously wasn't the issue, but they refused to take it back as it was past 15 days (they had asked me to wait multiple times as they were "looking into the issue").
I gave them months to fix the network issue but nothing was done. I now left for FIDO (everything works great) but got a final bill for over $1000 for the phone they forced me to buy and refused to take back. Unacceptable, and sad since I was a happy customer with Wind for years.

I have a simple talk and text plan. In my home in Windsor I lose reception completely several times a day and when I do have reception it is weak. Support says it might take a year for another tower to be put up.

I upgraded my phone believing Freedom Mobile's "Powerful LTE Network" Advertisement campaign. The service has been unreliable and I have been missing upto 80% of my phone calls at around my work place where there is hardly any tall building or any other obstructions. I've made multiple complaints about it and all they say is "apologies" and have no idea when they'll get the issue resolved. It's been at least 3 months since I noticed this issue at my work place and so far nothing has been done about it by Freedom Mobile. I asked them to provide me a discount on the hardware (smart phone) that I purchased from them if they cannot take it back and they said NO. I simply asked them to provide a discounted price for the phone since I'd be paying them in one lump sum payment rather than over a 20 month period. Bottom line is I need a reliable mobile service because my family and I do not have a land line and I have two 18 month of twins in the house. I want to make sure I have a reliable phone service in case of emergencies. Everytime we have heavy rain, Freedom Mobile's network stops working. I simply would like to leave them and find a much much better service provider and at the same time I do NOT wish to pay them the full price of the phone, especially upfront in one lump sum payment. If I were to pay over 20 more months, it'd be less money for them and yet they want to penalise me making payment NOW.

They send me a bill for a contract. I called and said I never contacted then for cell phone protection to cancel the protection and the last for digits of the phone number was not my phone. They now send me a bill for the plan and stated they will damage my credit score if I don't pay my bill. They want a police report for *** and will doing nothing with out one. Contacted OPP no *** to there is a money transfer. This company is sending bills to people who they have a address from some wear, and trying to make you pay for insurance you have no use for.

when I called about my data being off , the rude lady first tried to convince me that it is on, then eventually told me that I will most likely have no data all day as they are doing "maintenance", mind you this was midnight and they are telling me that the whole of next day I will be without internet.

I recently decided to switch from *** after being with them for 12 years to Freedom. I was interested in doing the $35 MyTab with the $50 promotion plan and purchasing a ***. When I went into the store (Calgary *** location), I was asked for two pieces of ID. I pulled out my driver's license and healthcare card, at which point the employee said that a healthcare card does not qualify as ID and asked if I had a credit card. I pulled out my credit card thinking he was just using it for ID. Next thing I know, I am being told I did not pass the credit check. I am absolutely outraged that someone would administer a credit check without my authorization as this lowers your credit score. I felt that this was outrageously deceptive and unprofessional and I would like some insight into why employees have the sense that they can preform a credit check without gaining approval from the customer.

Got a phone and a plan on here for my son, paid upfront a large chunk of money for the phone put the rest on what I thought was a tab. This was due to finish in July so naturally I expected my bill to reduce slightly each month, as other carriers do. July came and went no reduction. When I queried it I was told there was no tab....and yet my contract says there is and it's paid up in July. On my third response from them now and they're saying ..... "when you paid your monthly bill for your plan, Freedom Mobile used 10% of your monthly bill payment before taxes (at no additional cost to you) and applied it toward paying off your MyTab amount" "Since there was nothing charged out of your monthly bill to go toward your MyTab balance, there would be nothing to reduce your plan by. Whether you had a MyTab or not, you monthly bill would have been the same to start with." .....
Isn't that sweet of them they took a 10% hit each month to pay my overpriced phone off for me!!!
Oh yeah but hang on the guy that sold us the phone and plan said my payments would reduce after July.

Last Saturday, September 9th, I tried to make my monthly payment through the electronic phone as I have been doing for over an year. I got my payment denied and my called was transferred to one of your agents around 12:55pm. The agent confirmed my name, phone number, address, date of birth, postal code and advised me that she could request the payment with I provided my credit card info. I provided and it got denied again. She suggested me to call my credit card or go to a store.
I called my credit card and confirmed that everything was good.
I went to a store at Lakeshore boulevard in Etobicoke and the person told me that he cold not help me because I am not the person responsible for this account on file and I do not have my account or Pin number.
I had to call again and I spoke with someone else that told me she could not provide me any information because I did not have my PIN number. I tried to explain multiples times that I called hours before and after confirming my address and the info listed above the agent was able to give me info. After many minutes debating it with the girl who had too much problem finding my account, she transferred me to a supervisor. It happened around 3:30pm.
I am still in doubt if this person really was a supervisor. The woman that I spoke to was completely unprofessional, talking over me, being condescending. She said it was right that the agent could not help me because I could not confirm the PIN or account number. I explained more than 3 times that I called that same day in the morning and the other girl was able to ask me other questions and confirm my identity. She refused to ask me other questions and she said I would have to contact the person responsible for this contract (***). I advised that I do not have any contact with this person anymore. Moreover, I remembered after the talk was completed that due to a police complaint/legal reasons, me and *** cannot talk to each other anymore. I have asked her to call him and confirm that I am authorized to speak and deal with issues related to my phone number, She refused. I explained that I was trying to make a payment and keep this number with you guys, but it seems that you don't care about it. For over an year I have been paying this cellphone with my credit card every month, I have never had issue before so, why is it so complicated now? She could not let me talk or provide me answers. I decided to ask to unlock my phone so, I would me able to go to another company and keep me number. She refused it again, refused to contact *** and after many minutes on the phone with her I felt that I was just wasting my time with someone that is not able to help customers.
So, I decided to not keep my number and now I am glad to know that I am not a Freedom mobile customer anymore and I will never again have to talk to you guys.
However, I want to advise that I tried many time to pay and keep using it, also to change it only for my name as I am the one paying, I tried to unlock my phone, and also to cancel, but this "supervisor" refused to do all of these options. So, I want a written confirmation saying that my credit bureau will not be affected.

I truly recommend you guys to go over training with this supervisor because she seems not qualified for her position.

Regards

I switched to Freedom mobile due to cheaper rates. Was I fooled! I was told that by paying a little bit extra a month I wouldn't have to worry about the away zones. I would still be able to call and text without extra charges plus still have data but it would run a little slower. Perfect right? WRONG. What they don't tell you is if you hit an away zone your phone might not work at all because it can't grab a cell tower. The best part is when my phone would stop working just by stepping into another part of my house. To top it off when you go into their stores for help their employees are extremely rude especially if you decide to cancel your plan even if you are in the 15 day return policy. The sales girl spent 20 minutes buffing my phone to find any little flaw so she could refuse the return insisting that I would have to buy out the phone. Than I was told I would have to pay $30 to unlock a phone I just paid for and I wouldn't be able to unlock and use the phone for 90 days .

I just want to talk to someone in Canada that understands me! I hate being constantly called 'Ma'am'-***.
Be careful if you are out of zone-costs a hidden fortune.
***.