Freedom Mobile

I had enabled automatic monthly billing to freedom mobile through my bank. Due to unusual circumstances, I was without access to a phone for over a year, so I had a friend call and ask to cancel my phone service. I made a good faith effort, and I thought that was it.

Now I have discovered they have been charging me (about 600 dollars). They ADMITTED the request had been made and they KNEW I never used their service in that time.

So I called their customer service number and they were unable to help me. I spoke to a store manager about getting a refund, or at least credit to my account, and the manager looked into it but no luck. I hadn't gone through the cancellation process which I HAD NO WAY OF ACCESSING. I contacted their back offices which did not respond.

The reason you have persons rather than robots to deal with customer services, is because sometimes there are extenuating circumstances.

So here I am, with a service they know I didn't want and which they know I didn't use, and they refuse to give either a refund or a billing adjustment. They were just helping themselves to my bank account. I have had to cancel my payments through my bank.
Product_Or_Service: Everywhere 45 (cellphone
Account_Number: DBCXXXXXXXXXXX

I signed up for Freedom Mobile on December 9th, 2018 and it was a port in from *** to Freedom Mobile. Before I signed up, I did look at their coverage map for 3G/LTE and Extended LTE coverage for the two places I'm most frequently at: Home (***) and work (***). The coverage map (Also posted on Freedom Mobile's website) suggests both the locations within coverage and in service areas. I also got a brand new *** 3 XL phone from Freedom as a part of my contract for 24 months. When I'm home, the phone is connected to their "Home" network and works fine. But when I'm at work, I have either 10% or less signal strength (No internet access at that point) and it frequently switches from "Home" to "Away" network automatically. With "Away" I do get full bars, but I'm unable to make outgoing calls or send text messages. I have tried to call Freedom Mobile's technical support department, where the call was escalated to Tier 2 Tech Support team rep "***", both times. And both times she was unable to suggest any troubleshooting or provide any resolution. She said Freedom does have an unactivated tower in the area, which she has no idea, when it would be active and said I'll just have to wait to see if the service improves with time. She said it could also be because of network congestion and that too many people maybe connected to same tower. I'm paying for my service like other users and should at minimum receive service in their advertised area of coverage. With no resolution in sight from Freedom, reaching out to Revdex.com for help.

I cancelled a year ago and they said they would send me deposit cheque to me never got it wasn't worried about $50 then today I have them pop up on my credit saying I owe $150. I called and get someone that doesn't speak a work of english.

I recently migrated over to Freedom Mobile after a number of years with *** and am extremely dissatisfied. I visited the store located at ***, which I've confirmed is a corporate store. I went to this location as I was informed by a colleague that there was a promotion on for "35% off" the plan for as long as I was a freedom customer. I called the store to confirm this promotion was on and was told that it wasnt, but there was a promotion for 25% of for as long as I was a freedom customer. Based on this representation of an employee of Freedom, I visited the store and signed up. I again, prior to entering into the agreement, again confirmed that the promotion was in fact 25% off for as long as I was a freedom customer, and was informed again that this was the case. Relying on these representations, I migrated from *** to Freedom. I then called a couple of days later to again confirm that the discount would continue after the two years. The rep informed me that the discount would be for the two years and then after would continue while I remained a customer. I would not have migrated to Freedom had it not been for the material misrepresentations Freedom's employees provided. *** has a significantly better network to what Freedom provides and my plan was comparable in use age and price to what I am receiving from Freedom. I then called the call centre shortly after to confirm the plan and that the discount would continue after the two years. I was informed it would. I was only made aware of these material misrepresentations after speaking with a different rep a few weeks later when I received my first bill as there was an error on the bill. I asked the agent to escalate this issue in an attempt to resolve it, and was informed "there was nothing they could do". This response is unacceptable so requested that this be escalated again. I was informed that it can be and that I was to receive a call back within 10 business days so this issue can be resolved. These 10 days have long passed and I'm still yet to receive a call or any indication that this will be resolved. I also reached out to the business via Revdex.com's platform and was again informed there was nothing that would be done except that I would be provided with a one month bill credit.

I had a prepaid plan with freedom mobile, paid with *** debit.
I called on oct 28 Freedom Mobile to cancel the upcoming month before the start of the new cycle.
The reason was that I would no longer need their services as I was moving to to ther country.

First they said they would reimburse me, not specifying how.
I called again, they said I had to go to my bank to issue a charge back. My bank () said it was not possible with debit.
I called again, then said that they could not nefund me, so I asked to speak to the aupervisor. He said they would refund me directly to my debit account in 5 business days. They would also cancel my plans with them.

7 days later, no refund.
I call them again. This time they tell me, no refund AND the plan eas renewed for abother month.
The offered to "escalate" the request.

At this point, I cannot even trust them to cancel my line, let alone refund me as they said they would

Freedom Mobile's Phone Protection Plan literaly says: "Fast and; convenient replacement (as soon as the next day)", I called in Monday October 15 letting them know that my phone has died. They sent a replacement that arrived October 18 but death on arrival, I called again and they are asking for 48 hrs more to decide what to do, so they won't do anything at least until Monday. They confirmed It might take until next Wednesday/Thursday at least... That is excesive, they could offer e better arrangement at the store!!! They don't care if the customer needs the phone for work, they assume you can easily wait TWO weeks!!! no NEXT DAY. I NEED A PHONE otherwise why would I paid monthly for insurance?

As part of my contract I am allowed free calls up to a certain dollar amount on 2 of my phone lines. I can use it to make long distance calls that would be otherwise charged. But in order to do so I need to log into my account and check the usage regularly otherwise I would go over and have to pay heavy overage charges or not use it and lose it. I used to manage my account effectively until they disabled that feature on my account. I have called numerous times and every single time they acknowledge the issue, apologize and promise to fix it BUT never do.
Although dollar wise its a small amount of 10 dollars a month, I feel cheated and its the principle that they know its wrong but don't fix it. Yet never fail to charge me the overage charges and on the other hand I lose the benefit that I am entitled to and nobody cares.
Please help

to us when we locked into a 2 year contract for both my kids. Got home and the phone was in roaming because they did not mention anything about the home and away plan. Any city outside of Toronto was "away" and therefore would have no service.
Returned both phones and cancelled the plan within the 15 day limit. Was reassured that we would not be charged for the phones. They charged my credit card $1850.94 today

I was quoted 2 prices for *** and *** by the Auora store, when I went to Newmarket the prices I was quoted changed (they increased) they did not care and refused to honor the prices I was quoted, in a hurry to get on break they told me to call customer care where I spoke to a representative then was transferred to a "supervisor" named Yasser who was unwilling to do anything to help me, ACTUALLY he tried to charge me more then I was originally quoted and refused to do anything to help! He was *** and extremely ***! By the end of it he hung up on me and flat out said he did not care about my business! - I will find the contact for corp. Relations and I will report this

I was approached by a salesperson in *** Mobile phone store at *** as to whether I would like a new phone for free. I spent 2 hours with her discussing this and finally agreed
to purchase an *** even though it was in reality 10 dollars more a month.
Whilst I was still there she called Freedom to register me and was told that they are no longer selling the *** 6 only the 8. This was another 25 dollars more monthly which I declined.
However in the meantime my account was upgraded to the higher amount and with no phone.
They will not revert back to my previous plan which for me was much better notwithstanding the extra amount my previous plan included unlimited calling from US to Canada. I spend 5 months every year in the US so obviously this is necessary for me.
I have spent hours trying to explain to them that I never authorised any change. I have made many many phone calls and sent many emails to no avail.
Can you help me get my old plan back?

Purchase Date : July 16 2018 / *** 8 , 68 *** , 851.58 plus tax , *** reference to the call : *** .

Complaint issue : When I had originally purchased this phone I was left under the impression that I would have a additional protection plan added onto the phone , after I received my bill I noticed there was no charge for a protection plan. I had called Freedom Mobile to inquire and was confirmed that this plan was not added on, and was advised that it was too late to add on.

I called Freedom on August 27, 2018. Spoke to CS telling them the service on my phone is bad. The phone had no service on both my and husbands phone from *** in July. I also had this problem in May where the phone had no service in Niagara falls area. The service overall has been bad since I received this phone and don't pick up or the phone does not call. After I spoke to CSR , he transferred me to Supervisor named ***, who was just nasty talking too on the phone. He should not be a supervisor dealing with customers, telling me I can go ahead and complain to Revdex.com. I said why do I have to pay for getting out of this contract which he calls paying off the phone for $164.02 by 2 phones when I have already been paying $96/mth for 12 months. I told the CSR I have a small child and what do I do for emergency. They both was telling my why I didn't call tech support then??? like the phone had no service how I'm I supposed to call??
Now that I'm on this Revdex.com site I see they have a 1 star which is so bad. This is terrible service and bad customer service and I'm penalized for $320 for 2 crappy old *** phones? like seriously. Now I can see why there is so much complaints here. The supervisor ***, spoke as though he don't care or If I'm another person just complaining here about the service. And they are just used to people complaining to Revdex.com...
They were telling me that the phone is working now they can't do anything...so I should drive outside the GTA, get there and have no service on the phone and then ask a stranger to use their phone to call and make a complaint that the phone is not working???? Like really?

I began the contract with Freedom on May 23/18. A couple weeks to discover that a feature on the phone did not work. 8 different attempts have been made to fix it, with the last 3 times having the phone sent away. At that time, the store manager put in a request for my phone to be replaced. *** (the manager) said it would be 2 or 3 days for an answer. It has now been over 3 weeks, and *** will not return my calls. I have called the customer service lines, and they say that they cannot help me. It is the store managers' decision. *** denies that he has any say in it. I have been without my phone for more than 9 weeks since I bought it. I am paying $40/month for that phone, and I don't even have it. All I seem to get is "Pass the buck" treatment. Lot's of apologies from staff who I know that have no say in the matter. I really don't understand why they want to give such poor service to a new customer. I have shown every staff member that I have dealt with that the feature I want to use does not work. We check it each time it comes back from being "repaired". The feature does not work, so they have to send it back again.
Product_Or_Service: ***
Account_Number:

I am very happy with service what I get from 30 Karachi drive location and person name irfan he is very knowledgeable and excellent service thank you very much

I port a sim from *** to freedom. its been more than 24 hours it didn't get ported. I called customer service many times but they say they will call back but never did. there customer service is worst.

Where to start...they have horrible, spotty service, even in areas they say they have coverage in (such as in the heart of downtown Toronto and Brampton). Often, people cannot hear me when they call me, and sometimes the call goes straight to voice mail. To make matters worse, every time I go to visit my parents in Brampton, they charge me away roaming charges even though they insist the particular area in Brampton is covered by their network. They claim it is a phone issue yet I have had this issue with two different phones. Also I know at least 3 other people with Freedom that have the exact same issue. They have no accountability and no contingency plan in place for this, just a reactionary approach. Only after calling them repeatedly about this, they finally dropped the "oh its your phone" claim, and told me that they would look into this matter. Even then, they told me to call them AGAIN when I am in Brampton, to alert them that I am now in the area where I get charged roaming. Add to this the fact that they barely have ANY good travel/roaming plans when you do travel, and the customer service team are usually not well-informed or good at helping you navigate the limited options they do have. An associate told me they had NO roaming plans for Scotland or England, yet when I went on their website I found one for the UK that covers both (you know those countries being part of the UK after all!). All this is bad enough and indicates bad customer service, and sloppy, *** mobile service. But I was still willing to let this all slide and work with them.

But as time has gone by, my experiences with their "customer service" team have gotten worse and worse. I went to the US in May, and called Freedom mobile before hand to ask which roaming plan I should get. I was vaguely told to get the US roaming plan, they never indicated which one or that there was more than one. Would have been good to know, to avoid any confusion. Long story short, I picked one (the wrong one by mistake), they charged me over $100 extra in roaming charges. The so called customer service team were *** and had no accountability whatsoever. I first called and requested for an investigation as I was disputing the roaming charges (I would never have had them if I had been guided to the right roaming package). An investigation was initiated and the promise given to me was that they will call me with the results of it within a week, after which my service will be cut (if I don't pay). No one ever called me back within that period, but my service was suspended. When I called back, asking about why they never kept their promise about calling me regarding the investigation, they were just defensive and *** and kept saying I broke my promise to pay. Why would I pay when I am waiting to hear back from them, and disputing the charges pending the results of the investigation? Especially when they told me that they could not provide with the investigation office (back office) phone number, when I had asked? They were *** and kept repeating things (in a more agitated tone each time) like robots, while I was trying to explain my story and how inconvenienced I have been by the whole ordeal. I had to call them a total of 4 times with my service suspended, and every time had to repeat my story from scratch *** and no one takes proper notes. The icing on the cake was when I got transferred to a "supervisor", who instead of apologizing and saying what can I do to make things better for you as a customer, started claiming I had never called in May to inquire about the roaming plans. She kept repeating this ***, ***! Further, she kept claiming they called me about the investigation when I assured her they didnt, and could prove it with my call logs and texts (no missed call from any number around the time they said they called). She kept cutting me and interrupting me, yelling these things. Basically, kept saying because the results of the investigation were ON FILE on their account (one that I do not have access to of course since I dont work at Freedom Mobile), that they had held up their end of the promise of "getting back to me" and it was me who had broken my promise to pay. Basically told me to pay and that I was wrong. Also said she could care less if I cancelled with them. It has been the WORST customer service experience I have ever had. The other service providers such as ***, ***, *** etc. are SO much better in terms of customer service and satisfaction. ***.

I am with Freedom for 1 1/2 years. Idon't have any major problem when I use in home escpecilly WIFI. Sound clarity is vey poor. If you use your phone outside your home, then the usage is away and charge to you, even though you are in Freedom mobiles service area. I am from Hamilton, but when I use in Kitchneer, (their service area), they charge you.(away) When you go out side the country like usa unless you off your phone, they will charge for roaming, , I was in US today and tried to call somebody, but got the message that no connection avialable, but charged for roaming.
Performance 2 out of ten.

Definitely a case of "you get what you pay for" here. Their plans might be cheap but the service is absolutely atrocious. The amount of calls and messages I do not receive are at an absurd level. I have never gotten the amount of spam calls I have with Freedom than I have with any other cell service provider, and it's almost at a daily basis! Funny enough, the spam calls always seem to go through. The data speed is abysmally slow. Save yourself a major headache and get your plan with someone else.

We have been customers of freedom for several months after signing up with them around Christmas believing they provided better service than the usual large mobile players in Canada (***, ***, ***, ***). Unfortunately, not only have we been putting up with poor service/reception for the past months, but recently had a terrible experience with respect to them overcharging us despite an error on their part. We recently traveled to Europe. Knowing that my husband was expecting calls from Canada during our time abroad, we decided to add on the 'world traveler' pack to his phone line. Knowing I was not expecting any calls, or planning on making any, or using data, we felt this was an appropriate arrangement. After arriving to the UK, we signed onto our hosts' wifi, and my husband proceeded to use the freedom mobile app to add on the world traveler pack. Since both of our phone lines are on one account, the app asks which of the two phone lines you would like to add the world traveler pack to. It gives you both options, then asks you to manually type in the number for the phone line you would like to add the world traveler pack to. So, my husband proceeded to manually enter his phone number. Assuming this was added, we proceeded to use our phones as planned, i.e. mine not at all, and his phone for any necessary phone calls or data usage we needed. Much to our surprise, when we arrived back in Canada and received our bill, we were hit with a bill of $437.92. We phone freedom mobile to have this fixed, but despite the problem being with their app and the mistake being that they added the world traveler pack to the wrong line, they have repeatedly refused to reverse the error. So apparently, we should have known to add the pack to the non-intended number, or I guess both so that they could not scam us in the manner they are. I would say think twice if you want to sign up with this company, their reception is bad, even in the core of the city, and their customer service is even worse.
Product_Or_Service: Wireless Services

I started with "Freedom" back when it was Wind. Wind had excellent customer service. It had agents who worked with you when anything went wrong and offered real solutions. When I was getting roaming charges for no particular reason, they offered to reimburse me and advised me how to create a short term fix on my phone until they dealt with the issue on their end.

As soon as Wind switched over to Freedom, their service tanked. I don't understand why they added the *** little teddy bear as a mascot. Phone companies don't need mascots. Stop spending money on animation and spend it on customer service instead.

I have paid for "Freedom" for years using ***. It was always an option from their interac drop down menu. All of a sudden, two months ago, *** disappears. I call them up and they tell me it'll be up within a day. Okay, cool. Fine. Only it's not. A week later and still no ***. I pay with my credit card and call again. "Very sorry. It'll be up within a day."

***. I finally got some answers today when I called for a third time. Apparently *** has not renewed their contract with them and has no intention of it. As have a bunch of other banks apparently. So not only do their agents not know what's going on, the bloody banks don't even trust them anymore.

I've held onto Freedom as long as I have because I still had my old Wind contract in place. $45.20 a month is not worth this level of abysmal service.

*** Phone service in Canada is terrible overall.