Freedom Mobile

Poor customer support. ***. Made 3 calls in 1 week and still waiting for a call back. Was told by a Supervisor that my wait for a call back by a manager can be a week, a month or even a year. He consider it is reasonable because Freedom does not provide any time frame for a return call.

freedom mobile has the worst customer support and help line. It took them almost 2 days to respond to my simple question about one of their phone plans and when they did reply to me, the costumer rep did not want to help me because my name is not on the account(its my dads name same last name) that is understandable but why cant you just tell me which plan could get me the *** for free without upfront fee? if I was a new costumer looking for a plan would they tell them the same thing? and then on the help chat, the person decided to "leave" the chat and sent me the "you are now talking to the virtual assist" so I called a *** and guess what, he didnt really leave, he came back talking about"we do not tolerate that kinda language sir" like what? ***. ***. you dont just say "hi how can I help you?" then proceed to not help at all. and pretend that you dropped the chat.

! Promised me a free tablet then when I tried to pick up the tablet was given excuses and they revoked the offer and tried to lock me into a 24month tablet contract equivalent of $500. For a $70 tablet. *** am switching service before year end and never doing business with freedom or *** again

For 4 months in a row, Freedom has been charging me amounts in excess of my phone bill. These amounts are charged to my credit card in addition to my regular bill payment, and have persisted despite me removing my credit card from their autopay system. The amounts are as follows:

$84.60 on Sep 5th
$83.79 on Oct 6th
$83.60 on Nov 3rd
$127.53 on Nov 9th
$89.60 on Dec 1st

None of these amounts were shown on my bill, and they do NOT reflect on my account online. It is my believe that due to an error in their billing system, my credit card information was attached to another person's account and I had been paying for their account instead.

I have phoned Freedom's customer service department several times, the first time was in October when I discovered the first two charges. After filing a trouble ticket, I was contacted by customer service again and was informed that their back-office investigated the charges, found that they were in error. I was also informed that they could not issue a refund and that I must contact my bank to do a chargeback. I asked them if my hypothesis was correct, and if my card was being used to pay for someone else's account, the agent told me that due to privacy reasons he could not answer me. At that time I asked if this error would occur again, and the service agent said "No it will not happen again."

After the charge reoccurred again in November I contacted Freedom once more. This time around I did not receive any call back from their service department.

Finally after the December charge I once again contacted Freedom. I received a call from a customer service department supervisor after waiting for a week, and they informed me that "Back office investigated this, there is nothing they can do and this is not a problem on their end." Their only suggestion was to ask me to contact my bank.

This is an unbelievable irresponsible reply. There are no other fraudulent activity on my card, the only unauthorized charges were originating from Freedom, yet Freedom could not assure me that this is not a problem caused by a bug in their billing system, only that it was "not their problem." The customer service supervisor showed absolutely no empathy and was only interested in getting me to get off the phone as soon as possible. When I asked why the first customer rep agent informed me that this mistake would not repeat, the supervisor could only say "We will review this internally and take appropriate action." The supervisor refused to explain what "appropriate action" they would take.

I think this is the best cuatomer service I have ever received from a mobile phone company in canada

Went in for a Black Friday promotion and was told I can upgrade my hardware with no problems, I sold my old phone and went in to wait for three hours because of a technical glitch on their backend. Have been waiting for two weeks now and have been told multiple times it's fixed only to find out the error is still there, finally had it and talked to loyalty and was offered one option, cancel my line. I don't know what kind of loyalty department they consider that to be, but I was not letting them off the hook. Have been waiting for two weeks now for the, to fix their problem, and still are useless. Their sales and support staff are beyond ***. Once contract is over, will be leaving!

This business openly advertises unlimited services and only the last line shows that this only applies to areas (which are limited) that wind has carrier rightsWhen I called and asked about the plan the rep did not mention this at allIt was only on checking reviews in line I realized it and called another location who also did not tell me about the misleading unlimited claim until I asked about itThey are tricking [redacted] people due to poorly worded ads and reps who are hiding the facts

I got a cell phone from Wind, under my wife's name, and had my first bill sent to me by email on January 21, I made the payment on February 15, I know I was a bit late but to my surprise, I received a call from a "Collection Agency" on February 16???? This company sent me to a collection agency after weeks from the invoice date without sending any reminders or warnings I have already cancelled my service with them before this incident as their network was really weak and in many places I had no signal Wind is cheaper than other competitors but will provide you with a weak service and could ruin your credit Calling the customer service is something you wouldn't want to go throughIn the only time I called them, I waited for almost an hour until I was able to talk to a customer service representative who couldn't really help me as, according to him, he has an authority for a maximum of $!!!! I contacted the company on Facebook and one of their reps asked me to send him my account information and he will help meI sent him this information on September and never heard back from him

1) earlier in November I've decides to switch my plan from 500MB to 1GB, as I've used all this quota in about half of the billing cycle (plans are described here: ***).
2) calling the company I was advised to hold it until one day before my payment due date (Nov 25) on the due date(Nov 26) to avoid any extra fees.
My contract specifies that I'll never be charged for extra data usage, but the representative said that I will. It took me a while to make him aware of his mistake.
3) on Nov 25 I've switched my program, and when the rep. tried to charge me, I've shared with him the dates I was advised to switch on (as described in bullet 1) - and he has promised me that there will be no fees involved (other than the monthly payment of $25 - charged on the 25, meaning that the representative has decided to charge me one day before my due day)
4) on Nov 26 around noon time I've found out that my line is disconnected. This was confirmed by a call to Freedom Mobile, who has not made any attempt to contact me prior to disconnecting me. I was told that a compensation for $10 credit for the mistakenly disconnecting will be put to my account
5) on Nov 27 I've found out that I'm unable to make any calls, likely because the $10 "credit" was used to adjust Freedom Mobile billing mistake, rather than crediting my account.
6) I've made ample of attempts to speak to a manager about a resolution, as all my talks with representatives and supervisors resulted in nothing, but wasting my time.

This is in regards of a double payment that I have made back in October 21st, and the back shoes, that both payments went through however Freedom Mobile is saying that one of the payment did not go through as per the supporting documents I have included it clearly shows that both payment did go out of my account, freedom advised several time that I needed to go to the bank and get the charges reversed however each time I go back to the bank they keep advising that it is a billing issue in there end, and there is nothing they can do, today Dec 2nd I called the billing department and spoke to *** and advised me that Freedom could not do anything for me to go back to my Bank then I asked to speak to speak to a supervisor *** very unhelpful as a supervisor and as well said it is not Freedom's problem and go back to my Bank, so I asked to speak to a manager and she said, can only offer a call back with no time frame, so in other words might not even get a call back, in Addition I printed a copy of my bank statement and went directly to a branch and showed them that the payment was made twice, the agent said this is a billing issue that must be dealt with Freedom Mobile billing issue, and after 2 weeks of waiting they advised that they had dropped the escalation because it is not a Freedom Mobile problem

I purchased a wind mobile plan on June and most of the time I have no serviceI am not traveling outside the zone , I am in Toronto and GTA 99% of the timeI don't get text messages on time ( mostly couple of hours after or even one day after) I don't get phone calls and people tell me that the line is busy most of the timeI called to cancel the service , but the representative was totally rude and interpreted all I said differently I told him with neither a good service nor acceptable customer service, how would you expect to get a nice feedback from customersI had no problem in days and then after I don't have service most of the timewhat did you do after days that I don't have the service: He said: "you are telling me the service is awful, the customer service is awful and the service went down to [redacted] after daysThere is nothing I can do for you!!!!!" NOT MY WORD AT ALL!!!! Someone needs to explain me what type of customer service this is? Who should I contact for the issue that I have? I am very disappointed at this moment!

The worst customer service! I had to send my [redacted] for repairs and went to Oshawa center WIND mobile storeThe phone was inspected and send for repairs-wait time 6-weeks??? After weeks(fast) I had a call from the store the phone is ready for pick upThey opened the package and tested the phone to find that nothing was fixed even worse -the screen was crackedThey laughed and said we will send it back and another 6-weeks wait time.No paper work was filed this timeThey still hold my deposit for water and physical damage, no mater the phone was damaged in their handsI sent email to Customer service to inform about the issue and no response receivedAlso no substitute phone was providedSo, after I paid over 300$ for the phone +35$ damage deposit I am paying the bills and no phone

I bought *** last month from freedom and they said they ll give me a temporary number for 1 day and ll port my *** number to freedom. They didnt do it and im paying *** and freedom bills rn. I lost my money

I recently needed a new phone so I went to a retail store to talk about my options. One of the first things I said was that I didn't want my plan to change. When the sales associate looked up my plan, I was told that it didn't exist anymore and that if I wanted a new phone I would have to get a new plan. He even brought up my my old plan on the computer screen to show me the list of features that had all been marked N/A. When I asked how I had been billed for the last few years he didn't know. The associate kept telling me that a new plan was better even though he could not make comparisons. He just kept communicating a new plan was in my best interest. Basically no matter what I did- I couldn't get my old plan.*** After one month with my new plan I've had one of the highest bills since I've joined. After phoning a customer service representative, he explained to me in minutes that yes- I could have kept my old contract had I just bought the phone outright. I would have gladly purchased the phone had this information been made available to me. I've lost the best phone contract I've ever had because the salesman in the store decided to omit this information even though I had repeatedly asked nothing to change and questioned why. Either the representative *** or was misinformed. I feel I was railroaded into signing a new contract. Now I'm paying more and I've lost many features that were incredibly important.Through emails I was told "Our agents do suggest changing to our current plans in order for our customers to get a better My tab rate or to save them from paying a upfront fee".*** was also given a phone number if I wanted to pay off my phone but again that my old contract doesn't exist anymore and I couldn't get it back. I have since payed for the phone in full. When I wrote back saying that I wouldn't even be in this situation had the sales representative been honest with me, they told me to call customer service.***First call in afternoon: I was unable to resolve the issue and was told I'd recieve a supervisor call back. They never phoned.Second call in evening: I was given a personal guarantee by another phone representative that I would be contacted immediately. They never called back.Third call the next day: I was starting to get angry and was assured once again that someone would call me within an hour. They didn't.***Fourth call: After 24 hours of trying to reach someone, I was finally put in touch with a supervisor. He said there was nothing they could do for me except take $10***off my bill.I asked for the corporate email of the CEO or COO. I was told I could not get that information. I was also promised an email with a contact mailing address. This never came. Eventually I was able to contact the *** through LinkedIn. He gave me his email. Although I sent him an email with my concerns, he never wrote back. I've run out of options. Please help!
Product_Or_Service: ***
Account_Number: Unbreakable 40

I HAD A CALL TODAY NOVEMBER 5 FROM *** TELLING ME THAT FREEDOM MOBILE HAS FILED A CLAIM AGAINST ME STATING THAT I OWE $4,5+ . I HAVE NEVER DEALT WITH FREEDOM!!!! DON'T KNOW ANYTHING ABOUT THEM. I HAVE BEEN WITH *** SINCE 1989. THEY ARE MY SUPPLIER FOR TV, INTERNET, HOME PHONE AND CELL. SOMEONE IS USING MY PERSONAL INFORMATION. I REPORTED THIS TO THE POLICE . THE OFFICE IS ON TAUNTON AT ANDERSON AND I SPOKE WITH OFFICER ***.

I have been a loyal customer to Freedom mobile for over 6-7 years now. Recently added a new line to my account. It is impossible to reach someone who can actually help. I do not understand the logic of offering a plan to attract new customers but they cannot honor the same plan to an existing loyal customer who has been using their service for over 6-7 years.

Customer service agent told me a manager will give me a call. It has been 2 weeks but no phone call from nobody. Seems like freedom does not care.

Really disappointing.

True they are attracting new business but losing their existing business from a loyal customer at the same time.

Bait-and-Switch: Offering a phone that is not in stock and switching to more expensive plans, then refusing to deliver the phone and refusing to switch back to previous plans while urging to buy a different phone.

On October 11, 2019 I contacted Freedom Mobile by phone to purchase a new phone. The requested phone *** was not available from the local stores in Edmonton at the time of the purchase. The agent on the phone assured me the brand-new (not refurbished) phone was in stock in the global warehouse. In order to satisfy the low payment (TAB payment) schedule required by Freedom, the agent switched me to a more expensive plan. The agent also assured me that the phone should arrive within 10 business days and tracking information for the new phone will be emailed to me. The new contract was emailed to me (see attached).
No tracking information was emailed to me thereafter. After almost two weeks of waiting for the new phone to arrive by mail, I contacted Freedom and after several phone calls they notified me the order was cancelled since the warehouse did not have the phone in stock. Another agent (***) suggested to go to a local store to order another phone. After asking to switch back to my previous plan, the agent refused arguing that the previous plan was an old one, and is not offered by Freedom anymore. I notified the agent that I only switched to the new and more expensive plan after being convinced by Freedom that the new phone was in stock and will be delivered to me soon. I also requested to discuss the issue with a supervisor, but the agent refused to do so. Furthermore, she refused provide any further assistance other than referring me to local stores.
As of the date of this complaint, Freedom Mobile website is still advertising the promotion on the Samsung Galaxy S9+ phone (see attached), which they don't have in stock anywhere in Canada. Based on this experienced, this lets Freedom lure their customers to switch to more expensive plans, and refuse to switch back thereafter after the customers discover that the phone is no longer available. The only option afterwards is to purchase more expensive phones from Freedom local stores...

I have been a Freedom Mobile user prior to them being Freedom when they were still Wind.

Here's why I'm giving Freedom a low score. When they were Wind I had rarely any issues when I was in their zone. When they switched to Freedom and all these "expansions" are happening there was more problems within zones than when I was away/nationwide.

My new phone that I got was with Freedom, so I don't understand why I don't have service within my own home but I have full bars LTE the moment I step out of it?

I also wanted to mention billing. I had to visit my Aunt out west this Sept-Oct who I'm close to, because she was battling cancer. I have never not paid my bills in full. After coming back into the province where I was not away on nationwide. I had called to let them know I need to make payment arrangement. I was told by the agent that the only way they could re-activate my line is to make a payment arrangement in full and pay that within 7 days. But that I can call in at that time if I was not able to pay it in full and they can look at other options. So because of that and because I needed my phone to be able to do work I said okay...

7 days passed and I was not able to make payment as I haven't been paid yet, I called in and they said they can't do anything and that I have to pay the full balance in order to get my phone line back on. My friend also warned me that because I missed a payment that they'll probably be reporting this to the credit bureau.

So now I'm left with no phone lines to be able to do my work as a sole proprietor. I was honest with them to let them know that I had financial struggles because I went to go visit my family and wasn't able to work. But unfortunately what I got was too bad so sad vibe from them and letting me know I still have to pay the balance in full.

What terrible customer service and billing practices, especially to loyal customers. I would never ever support Freedom and their mother company

I had a phone that had 8 days of warranty left on it when it just quit. I went to the store by my house and they sent us to the one in Chinook Mall as it was a corporate store. I have never been treated so poorly by a sales person in my life. He said that there was nothing that he could do and that we should drive back and get the receipt from that store. . My husband said can't the other store send you a picture of the receipt. He said that isn't how this works. My husband then said can't you have it faxed over. He said he doesn't have a fax and this isn't how it works. He said if you think that I am going to drive and get it for you, you are wrong. We never asked him to do that. We were trying to come up with a solution and that would be ok and that we didn't have to drive and get on and come back. ***. I told my husband that we will just go to another store and that I will call head office and he said go ahead. Why don't you do that. My husband walked over to him to talk to him and the sales person got in his face and said what are you going to hit me, we have cameras. My husband is a 70 year old senior with heart problems, that has trouble walking. I am shocked that Freedom would let a person like this deal with the public from a Corporate store. I have sent a message to Head Office and we will see what happened. When we were walking out I did say don't F$ talk to us like that and he swore at us. I will never go back to that place again.

I was never informed or received anything that I have a balance due when I closed my account in 2015, it was called Wind Mobile at that time. I was told there will be no problem and I have no balance owing because I had automatic payment thru my credit card. I was not aware and never receive anything from the Collection agency. When I called the customer service (one hang up on me) even the supervisor ( threaten to hang up) do not want to listen my reason to request a credit on the balance due as I was not aware the problem until recently. No one is willing to connect me to some one that can help solve my problem. Even when I said I will pay the dammed amount of $14.xx and request in writing that I clear the balance for my reference in case it will affect my credit rating in the future, no one is willing to give me the information on how to resolve the issue. It's a very bad customer service and a very unfair treatment receive from Freedom Mobile. I am actually thinking to sign up and move my family plan with Freedom Mobile but I am not sure now since the treatment I received from their customer service.