Freedom Mobile

Hello friends,

***. I had an issue with technical support and payment. I have been working on them last 6 months and I opened the case file on August 2017. The company just working on only way and not listening to customer concerns. I finally changed the network provider. Still my issues not solved yet and no positive response. I spent my time by calling and sending emails to them. So just want to share with you guys. I attached couple of emails communication with the freedom ce. see below

Re: Re: Customer Feedback [InteractionID:4511f10d-XXXX-XXa4-870c-229e5842fdbd]
Inbox x

***@freedommobile.ca
Wed, Jan 31, 7:36 PM

to me

From: B. J.
Date: Mon, 8 Jan 2018 18:24:33 -0500
To:
CC:
Subject: Customer Feedback [InteractionID:XXXXXXcd-1c05-4cXX-XXXd-b215f0c7f589]

First Name :B***
Last Name :J.
Category :Billing and Payment
Freedom Mobile Phone Number :***
Call Back No. :
Email :***
Message:Dear customer care officer,
I have an issue and looking for a final solution. Kindly please go through my concern.

This about wrong unlock code provided by you and I have been looking for a solution for the last three months. I called the customer care 5 times within this 3 months and not my issue solved yet. Whenever I contacted, I am getting the same answers and always looked as ignoring my concerns. Last time I called the customer care on 23rd December, 2017 and I told the staff that I am looking for a refund or making adjustment the fee (the amount I paid for unlocking my phone $30.00) with my next phone bill. But the staff informed that I never paid for the unlock code. If I didn't pay, why your staff opened the case for me and worked on getting the new unlock code for the last 2 months. I can give you my payment confirmation details below:
Payment confirmation number: XXXXXXXX
Descripti
Re: Re: Customer Feedback [InteractionID:4511f10d-XXXX-XXa4-870c-229e5842fdbd]
Inbox x

***@freedommobile.ca
Wed, Jan 31, 7:36 PM

to me
Hi Biju,

Thank you for reaching out to us.

We apologize for the delay in responding to your email.
If you need to, you can easily update your e-mail address through your MyAccount here: https://myaccount.freedommobile.ca/selfcare/#/editcontactinfo

Please contact us by dialing 611 from your Freedom Mobile phone or by dialing X-XXX-XXX-XXXX and we can help investigate this issue for you.

Thank you for choosing Freedom Mobile.

Eythan,
Freedom Mobile Customer Care
__________________________

Download our Freedom Mobile App and manage your account on the go.

================================================================
From: Biju J.
Date: Mon, 8 Jan 2018 18:24:33 -0500
To:
CC:
Subject: Customer Feedback [InteractionID:XXXXXXcd-1c05-4cXX-XXXd-b215f0c7f589]

First Name :Biju
Last Name :J.
Category :Billing and Payment
Freedom Mobile Phone Number :
Email :***@gmail.com
Message:Dear customer care officer,
I have an issue and looking for a final solution. Kindly please go through my concern.

This about wrong unlock code provided by you and I have been looking for a solution for the last three months. I called the customer care 5 times within this 3 months and not my issue solved yet. Whenever I contacted, I am getting the same answers and always looked as ignoring my concerns. Last time I called the customer care on 23rd December, 2017 and I told the staff that I am looking for a refund or making adjustment the fee (the amount I paid for unlocking my phone $30.00) with my next phone bill. But the staff informed that I never paid for the unlock code. If I didn't pay, why your staff opened the case for me and worked on getting the new unlock code for the last 2 months. I can give you my payment confirmation details below:
Payment confirmation number: XXXXXXXX
Description
Your Total
Bill Payment
78.62
Assisted Payment Fee
0.00
Assisted Payment Fee Tax
0.00
Total:
78.62
Payment Details
Payment Method: VI
Card Number: 7906
Receipt Number:
Payment Type: Bill Payment
Payment Channel: DIGITAL

I contacted the customer care supervisor Ms. M. on the same day and she promised to work on it and will call back . Neither she called back and I didn't get any response till today.
So I wanted to make it clear that I don't want waste my further time for this issue and I am looking only for refund. If I didn't get the refund or adjustment with my next phone bill with the same amount , I would like to let you that I will not make any payment unless this issue solved.

Thank you for your time.

Regards,
B J.

I would avoid the Freedom kiosk in the Eaton's Centre mall in Toronto. The guy there frankly does not give a hoot about customer service. I have not been so annoyed in a long time. I needed a phone upgrade, and I arrived there at 9.50 and was told that they don't open till 10. I came back at 9.59 (after visiting a nearby *** kiosk - which also did not open till 10 - but I got full service treatment anyway). The guy told me that he "had already told me that they don't open till 10", although he was just on his cell phone chatting away. Wow. Freedom: this is what you call "service"? I walked away.

Cellular service from this provider has been erratic, unreliable or non-existent. Any attempts to contact supplier for answers go unresolved. Freedom Mobile is failing to provide a reliable cellular communication link for consumers and is not offering reimbursement for service disruptions.

Horrible billing . Charged me $120 additional fees in 2 days while I was away in Montreal and with no intimation of roaming charges though they claim unlimited Canada wide calling. And when you call they want you to hear what they have to say and will never listen to your problems. Horrible network and even worse customer support

. We are seniors Who went to Freedom in Oakville
Place to buy a plan and phone. We were told the phone was only available on line. Our granddaughter put in the details right up to and including our credit card, but it the order would not go through. She tried again, same thing. However we now have 3 charges on our Visa. Our granddaughter phoned, visited the store and to get these charges reversed. My wife phoned this morning and was told to file a police report! ***. We are looking to Visa to help us.

. Wind used to be a good company ***. I was on a plan / not on contract and went in with a Samsung phone to replace my current phone. They offered a *** said I'd have to pay $120 n MyTab over 2 yrs, theyd cover the other $120, said I could cancel anytime and pay off difference outstanding. Also said they'd have to raise my plan to $40 to activate the promotion but soon as that was done I could lower it again myself online or call in to get to my original plan. I tried to downgrade at home and saw id have to pay the $240 MyTab balance!! So I was stuck on a $50 w tax plan from $35 with a phone that didn't work at all like they said it would.. usability and camera absolutely terrible. I plan to pay off the remainder of my tab, after a yr $120, which is what I was promised would be total, and go with a different company. Even when I called in to complain they wuld do nothing to help me even tho their sales rep was completely dishonest. AT best said I could pay $70 fee for changing 'promotion' and continue paying off huge tab after that. I was a happy wind customer for 4 years and just wanted to upgrade my phone.. well I'll be going elsewhere instead.

They took my money without giving me a phone number, when I tried to call in and get my money refunded they refused to help me because I "don't have a phone number with them". Refused to put me through to a supervisor or anything. Literally REFUSED. Also, they allowed me to sign up for services in a city they don't have coverage in. I signed up using VICTORIA and it didn't tell me that wasn't available. ***
My bank is going to see what they can do

First let me just say I am NOT the type to write reviews but my experience at freedom was so abysmal I feel compelled to do so. ***

Texts fail to send about 50% of the time and calls drop regularly. They advertise LTE but no matter where you go it stays in 3G. When I tried to return the phone the sales person *** to me and said there would be a 50$ fee. I told them I didnt care because the network was literally unusable and turns out the whole thing was a lie, the 50$ fee doesn't exists.

4 days later out of the blue my credit card is charged for $944.92. What for? I have no idea. Considering I bought the phone for 0$ down on a 2 year contract and returned it within 12 days and cancelled the service under no circumstance should've I been charged for $944.92. Freedom representatives can't tell me why either. I've called three times now. They gave me an email address and told me to send a copy of my receipt but its been days and nobody has replied. I'm filing a chargeback with visa and reporting it as fraud. Stay away from this company

App doesn't work. Account doesn't work. Can't even pay my bill. Went into store and they said they might be able to pay my bill for me but they would charge me $2. I'm checking out the other providers now --- and then I'll be gone. Thank goodness I own my phones and we have no contract. This has been a truly awful customer experience.

On March 3, 2018 *** (***) of Freedom Mobile booth located in ***, Scarborough, Ontario for a free tried out on two mobile phones for 14 days....*** very clearly indicated to me that that there will be no charge as long as I return the phones within 14 days under Invoice# *** and ***. *** also mentioned that I should use the phones to make calls as much as possible so to assure the reception is acceptable.
Turns out the reception was not up to my expectation, and the phone were returned to the same location on March 10th, 2018 under Refund Invoice# *** and *** on which it clearly stated there is Zero balance owing.

On April 6th, 2018 I received a letter from Credit Bureau of Canada Collection (***) indicating I have owed Freedom Mobile $31.18; and had also received numerous phone messages as well as emails from one of their agent.
I had forwarded copies of the original invoices as well as the Return Good/Refund invoices to this agent but received phone call yesterday that Freedom Mobile is not satisfy with the information I had provided and still wanted me to pay the $ 31.18.
As a consumer, I felt intimidated and threatened by the numerous phone calls and emails; and really feel this matter is not for the amount of $31.18 but more to do with improper business practice.

For the last few months (since december) my service on my phone has been dropping on a daily basis. I will lose all service for 30 mins to hours I have called and complained and have been told to get a new sim card. even with the new sim the service is still garbage. last few days ( after I topped up) my phone doesn't make any calls during the day I have slow and sporadic internet connection but cannot recieve or send phone calls. cant even check my voicemail when I called to complain I was told this us due to network upgrades. I asked them how long will iy take and was tild it would be done by 8 pm. this was 4 days ago on april 24th 2018. the service is still sy. I cant make calls or recieve calls during the day. im in sales so this has cost me some money because my clients cant reach me and I cant reach them. I called and spoke to a tech support agent who I told me that I should expect such service issues because freedom mobile is a smaller company and growing. that comment really ticked me off. I am paying for a service and I should recieve it when I have paid you money for it. if your customers should expect bad service from you then add that to you marketing. "Bad Service Should be Expected" I was simply told they would give me a 5 dollar credit for 4 months so I have to be stringed along with bad service because I wont get my money back

The ONLY thing thats ok about wind...is the pricing. Coverage is mind blowingly bad! Im literally situated between port credit and clarkson in Mississauga...well within their full coverage and my phones constantly switching from full bars to none...to roaming.....to full bars...and Im not even moving my phone!

Went to Lake of bays on the weekend, again within their roaming area...ZERO coverage. My cousins sitting beside me with his [redacted] phone....FULL COVERAGE....just terrible.

Oh and unlimited doesnt mean unlimited. lol.

I made a double payment to my account to ensure that there was never a disruption in my services.

Like all automated accounting systems it can't tell a debit from a credit and has deducted 'interest' from this amount. Typical computer error. I have called and had this corrected in the past no problem.

Today I am told they can only correct the amount of $10 when they have deducted $27 saying valid roaming fees. As I make minimum wage I can not afford to go out of town, and therefore don't. And I don't have a car either. So how is this acceptable? It isn't, but the 'manager' seems to think their theft is all above board.

I took World Traveler with Freedom Mobile for a trip to Trinidad arriving around midnight on April 07, 2018. I was told I had to pay outgoing calls only at 20 cents per minute and text messages at 5 cents per text. I called back to confirm on incoming calls and was told that incoming is included in World Traveler. Their notes now reflect something different to what I was told.
I got charged $45 dollars more on my bill as it showed I was in Grenada/St.Vincent not in Trinidad.The charges are at $3.50 per minute and incoming at 20 cents per minute.
No one will listen that I have never been to those two islands in my entire life. They credited $30 dollars and offered perks for the $15 which I refused. They wanted me to pay for my own perks. That is an amazing new Freedom innovation. The $15 is now in dispute. In the meantime I have to pay my bill. I was asked if I wanted to cancelled my account. That was their a mistake.
The people in Loyalty knows that this not the first time for something like this but it is easier to be dishonest and deny. *** their roaming partner in Trinidad is obviously routing calls through Grenada/St.Vincent. Freedom knows this but they stick it to you.
I wasted my time over $45 dollars because I am in the right.
The terrifying issue here is the people in Loyalty or Back Room as they call it never developed the ability to feel ashamed for their actions. That is why they will not give in to the most obvious and asinine problem their customers call in with.

Apologies in advance for the grammatical error there may be in this review.

As a new customer from the states, I did not know much about the other carriers available, and I decided to go with Wind as they advertised nationwide "optimal" network service and exceptional customer service. However, that was just a form of marketing and advertisement. I was quite hesitant since Wind was one of the newer carriers, but the service agent assured me that they said, "you can test it out to see if it works, and if it doesn't we will give you a full refund within a month!" Yes, a full refund. I double confirmed with them to see if I was understanding it correctly.

Living in metro Vancouver near the University of British Columbia (UBC), and I did not have connection at my house and at UBC. Not only the "searching" status on my phone gave me NO SERVICE, but it drained my phone battery causing me to purchase additional battery chargers although it was a new phone. Initially, I contacted the customer service to inquire about the lack of network, and in the middle of the phone call, the calls would drop. I realized Wind wasn't for me, and the customer service agent even said that it is a newer company and may not yet have reception available in your location. I have used the line for less than a month, so they asked me to go to a local store to get the refund, and I drove all the way back to the place I purchased it and received a refund. I returned the sim card and she reassured me that if there is any outstanding bill that I could call the Wind customer service to have my fees waived. After seeing a outstanding fee, I spent hours on the phone with the supervisor, and he said he had waived all my fees and confirmed that there would be no more outstanding balance on my account and that the account would be closed; however, this was not true either. A few months later, I have been constantly receiving an email from the "freedom" email asking for a payment of $19.79.

Today I made the time to call your customer service representative, and I am utterly outraged by the poor customer service that was presented to me (and I am not even a current customer anymore!) It is a pure disappointment to see that the customer service agent does not know how to speak English as she spoke with a very strong accent, and was not able to understand my concerns. As a former customer, I do not feel it should be necessary to try to "baby-talk" my concerns to a customer service agent, but that is how I had to speak to have her understand. Realizing that she was incompetent to have a conversation, I asked for a supervisor who can help me out. I have just spoken to one of the supervisors *** on the phone and he was one of the most ***, demanding individual, and I am outraged. He would talk over me, and I was given the impression that he was trying to teach me like a typical ***. At one point he demanded that I speak to him in a professional manner because I was having a hard time understand the concept of "we gave you no service, but you still have to pay." Maybe that is one of his competencies that he must follow as a 'supervisor' but that is not a required as a customer. Thank you very much.

Of course, I would be more than happy to pay it if the current balance that they asked me to pay made sense in my head (no service, but pay regardless). Therefore, I have contacted them via email to respectfully refuse to pay this balance as I was told by your sales agents, customer service agents, and supervisor that it is fair to have a full refund if there is any network errors, and if there is no connection. I was told that this account would be closed and I would have no more remaining personal information with this company; however, it is a disappointment to see that they still have an active account, despite informing me that the account was closed.

As a Wind customer for less than a month, I did not have any connection during my time and I do not understand why I would need to pay this amount when I did not even receive the service that I was promised? I am utterly disappointed in the poor network and customer service that was presented to me. The way I was treated today is very comparable with the other carriers that I have worked with.

The worst customer service! I had to send my [redacted] for repairs and went to Oshawa center WIND mobile store. The phone was inspected and send for repairs-wait time 6-8 weeks??? After 3 weeks(fast) I had a call from the store the phone is ready for pick up. They opened the package and tested the phone to find that nothing was fixed even worse -the screen was cracked. They laughed and said we will send it back and another 6-8 weeks wait time.No paper work was filed this time. They still hold my deposit for water and physical damage, no mater the phone was damaged in their hands. I sent email to Customer service to inform about the issue and no response received. Also no substitute phone was provided. So, after I paid over 300$ for the phone +35$ damage deposit I am paying the bills and no phone.

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 rights. When I called and asked about the plan the rep did not mention this at all. It 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 it. They are tricking [redacted] people due to poorly worded ads and reps who are hiding the facts.

I purchased a wind mobile plan on June 28 and most of the time I have no service. I am not traveling outside the zone , I am in Toronto and GTA 99% of the time. I 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 time. I 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 customers. I had no problem in 14 days and then after I don't have service most of the time. what did you do after 14 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 14 days. There 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!

My complaint is about my current service provider Freedom Mobile Inc. I signed up a two-year contract with them for $65+tax/mon (including 0 down payment for an *** with home 10GB, $15/mon for MyTab). I moved to Collingwood Ontario on Feb 7, 2018 and realized there's no coverage around this area. I called their representative for this issue and they said the option would be upgrading my plan to $75+$15(for mytab) +tax, which equals to $101.70/mon. In that case, I can get 1GB Away cellular roaming.
It means I have to spend extra $25+tax/mon for 1GB and waste 10GB because they do not have LTE coverage around the place I live now and their representative didn't mention anything about the coverage when I fist opened account with them. I called this morning about the unfair price, and they suggested me to cancel the contract with them and find another provider, but they will bill me about $870 for my phone. This amount is too high that I could have bought myself a new phone without any contract at the beginning. I asked if there's discount on this bill and told by their supervisor that he was unable to do so.

I would really appreciate if you could contact with them about my billing issue. Thank you so much for your time and best regards.
Product_Or_Service: Promo Big Gig Everywhere Canada 50 Mobile Plan
Account_Number:

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, 2016. I made the payment on February 15, 2016. 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 3 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 through. In 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 $20 !!!! I contacted the company on Facebook and one of their reps asked me to send him my account information and he will help me. I sent him this information on September 11 and never heard back from him.