Freedom Mobile complaints, customer care and support service

Freedom Mobile is one of the leading telecommunication operators in Canada. The company has been hugely successful in part due to its effective customer service policy, where, you – the customer – are the priority.

Freedom Mobile has continually invested in keeping Canadians connected. To this end, the company has over the years unleashed a wide range of talk, text and data plans. Whether you’re a Canadian citizen, corporate client, or foreign visitor, you will most likely find a plan that’s tailored to suit all your communication needs.

Why do you need Freedom Mobile support?

Customer service is a core part of any business. It is a major determinant of the customer experience. Freedom Mobile serves thousands of clients every minute. And with that comes the likelihood of technical hitches or connection errors. Even with the most automated services like Pay After, connection problems or billing issues always come up – at least once in a while.

Not every call, text, or email to customer support is prompted by a problem. In some cases, all you need could be an explanation regarding a product or service. This is particularly unavoidable in the face of the constant evolution of services. For example, Freedom Mobile has been gradually migrating its Canadian subscribers from the legacy 3G network to the much-improved LTE network.

Contacting Freedom Mobile in Canada

You can do this in several ways:

The customer feedback and complaint form

How to contact Freedom MobileMost institutions nowadays have an online complaint form which customers can fill and submit whenever they have an issue. Freely available on Freedom Mobile’s official site is such a form. The best thing about it is that it’s pretty simple and precise.

The complaint form requires you to provide your name, email address, Freedom Mobile phone number, and a call-back number. To be able to channel your complaint to the right personnel, there’s a drop-down menu from which you should choose the type of issue you have. Next comes a message window where you are expected to type down your complaint.

After that, all you have to do is click “submit” and then wait for a response. Usually, the support team only calls you back if the nature of your complaint is such that you cannot solve it on your own. For queries and general comments, you’re likely to receive an email response.

How best can you use the feedback and complaint form?

To get the most out of the complaint form, it’s important to be direct and to the point. Customer reps usually receive dozens of forms every hour. That means they most likely spend a few seconds reading through your complaint. The faster it is to find out your exact issue, the faster the response will be.

Customer service tip: The feedback and complaint form works best when the issue at hand is not urgent.

Phone call

Whenever you need assistance to solve an urgent problem, you might be best served via a live call. You can call any of the following numbers:

  • 611 (from your Freedom Mobile phone)
  • 1-877-946-3184

If you happen to be outside the network’s coverage area, you should call +1-647-700-2435

All these lines are open from 8 a.m. to 10 p.m. EST, every day of the year.

Tips on getting the most of every call

With so many people using their Freedom Mobile phones every minute, customer support usually receive a lot of calls. And while it’s your right to be served well and in a timely fashion, there are a few things you can do to make the conversation as productive as possible:

  • Make sure you have everything you need beforehand: You will most probably need your phone number, account details, the add-ons you have installed, and more – depending on the nature of your problem. If, for instance, you have an issue with credit card billing, ensure you have your card details ready. That way, you will be able to avoid the in-call hustle and bustle that can waste a lot of time
  • Keep it brief: Try to exclude information that’s not relevant to the problem at hand. Suppose you wish to find out about international roaming: let that be the first thing you mention soon after introducing yourself
  • Be persistent, but polite: Sometimes the customer support rep on the other end might not understand your issue right from the start. When that happens, you can easily be tempted to raise your voice or make an unsavory comment. The calmer and politer you are, the more receptive the rep will be to your problem.

Send the support team a letter

Alternatively, you can send customer support a letter detailing the issue you would like addressed. In the letter, ensure you have clearly stated all the relevant information. It’s also paramount to give a call back number just in case a customer rep needs to speak to you. The letter should be addressed to:

Freedom Mobile
207 Queens Quay West
Suite 710
PO Box 114
Toronto, Ontario M5J 1A7
Canada

Understandably, mail responses can take longer compared to online submissions or phone calls. You should only opt for this mode of contact if:

  • The issue is not urgent
  • Information security is guaranteed
  • You have regular access to your mailbox

Social Media

Social media huddles can be an effective and convenient way to forward your complaints. Freedom Mobile reps are quite active on Facebook and Twitter, and responses usually take not more than a few hours. You can post general inquiries on any of the two pages. But if your issue is sensitive, it’s advisable to send a private message.

Frequently asked questions (FAQs)

Through experience, Freedom Mobile has assembled a question bank that contains frequently asked questions. In most cases, customer issues are not unique, which means a similar issue might have been addressed in the past.

For convenience, issues addressed are subdivided into categories, including:

  • LTE network
  • Billing and payment
  • Freedom WI-FI
  • Product and services

Customers' rating

52%

3/5 (5)
2.4/5 (5)
2.4/5 (5)
3/5 (5)
2.2/5 (5)

Share your experience with Freedom Mobile customers support service

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13 Reviews
  1. Jaime Macdonald 2 months ago

    We have 2 cell phones one will only receive calls from Wind customers tech department could not solve in about 4 days my friend had to go to 2 stores the one at Woodbine Mall says it was the sim card but would not sell her one as I am the account holder even though I put her on my account I could not make it there I asked customer care if some one could call the store to okay the purchase they said they could not do this no incoming calls for days no help from customer care what if some one is out of the country for a while this is a good reason for us to switch to another provider

  2. Robert 3 months ago

    I have a problem in that I have never been able to complete a cell phone call.
    I have gone into your office many many times but I’m still lost in space, so to speak.
    I liked the image of Wind/Freedom! But making it work for me is a struggle!
    My sister signed me up for this. The last contact I had was a month or two back when my Password was lost.
    The gal in your 4th Ave office said I may have to contact google about a new password? How do I do that?
    I do make land line calls from home and I answer phone calls on my land line I guess.
    Now somebody tells me I owe $500? Can you just charge me a land line fee for each call?
    Would it be best to have two lines? $500 for no calls is ridiculous!?
    I never seem to be able to talk to anybody and move forward.

    I think you should offer Introductory Courses/Overviews or Cell Phones for Dummies. I feel totally at sea as I have never been able to talk to anybody. Nobody has followed up with me to see if they can help.
    I thought it might be a good idea to have a cell phone for emergency purposes if I were out hiking.
    Do you have a cost per call feature?

  3. Barb Chakraburtty 6 months ago

    Hi,my son joel went to masonville mall in london to get a new ph last wed.was told his acct.was still in his dads name& nothing could be done with it until it was changed over.His wonderful dad died very unexpectedly a yr & a half ago,to which your company was made aware of last year when our son went to get a new ph.Was given the info.on what needed to be done to change ph.over to his name…we did what he was supposed to ….D.certificate etc.just to find out last wed.that it didnt get done by one of the employees that was to do so.
    He was told again to show proof of death,which very much upset him, having to deal with this painful time in his life,not to mention the quest.that one might lie about such a horrible thing in his life,by having to show a DC proof again.What I, as his parent,want from this big mistake, of this not being taken care of last yr.as was supposed to be,& we thought was,is some kind of Decrease in his monthly pymnts.on his ph.bill.He is a teen& not going to go through all the stress & time to try to get satisfaction from this problem that was the companys fault,not his….but,I will.He has been applying for jobs & hasnt been able to check his ph.for a day & a half for responses to his applications for employment due to, the fact that his ph.needed to be replaced & not working,but,was refused.Mistakes can be made by any if us,we are only human,but,this was something that should not have happened in the first place& should be rectified in a proper way with freedom mobile &its loyal customer.
    Please make this work, that joel receives some kind of proper compensation for time wasted& not being able to even use his cell for awhile & having issues with it. He still payed his ph.bill for april.
    It must be that anybody that would talk to a young person matter of factly about dcertificates of a parent that was very suddenly taken from his life& witnessed that awful day,must not know the pain themselves,of going thru such a loss.Some common sense & a lot of courtesy needs to be put towards customers,especially ones @ this age when dealing with matters of this sort.
    Would very much appreciate a response to this important email & trust that Freedom will do whats right with this.
    Thank you
    Sincerely,mrs.Chakraburtty

  4. Harmeet kaur 7 months ago

    very poor customer service , have to wait almost 1 hour to talk to a representative.

  5. Ajok Aken 8 months ago

    I was paying $10 as a protaction plan since 2015-2017 and i have been calling to get a phone replacement but i was told that the only thing i can do is go on a new plan if am approved and the money that i was paying won’t even go on a new plan. Now i don’t care about being refunded as i loved being with freedom mobile but i want the money to go on a plan and as i was explaining that to the supervisor she hunged up on me. What kind of customer service is this? Is that how you treat a loyal customer who have been with you for 2 years or so?

  6. Amina Omar 10 months ago

    Am waiting for my refund and its ten days now.
    I was told the money will be in my account. And up to now.

    Is it fair

  7. Norma Appleby 10 months ago

    The evening of Dec 18 , 2017 I called 611 to arrange to make payment was greeted with a message stating they are experiencing longer then normal wait times . However never expected going on over 1 1/2 HOURS ! Was also experiencing really poor reception in the area I live ( Cypress & 8th ) calls cut out regularly often shows away now this ridiculous service time has made me decide 100 % for a better cel phone service provider in my area . Had been with Wind for years then Freedom took over may have decent plans with good rates but this sucks !!!!

  8. Bruce 11 months ago

    The Technical Support Service is terrible. Even a simple thing such as LTE , Freedom Wifi set up, they still couldn’t figure out . They tried to excuse and told you go to the Freedom Mobile Store to get help. I came there, the staff at Mobile store get mad and told me they only selling the phones and not doing or not knowing the technical support.

    Suggestion : Demolish Customer Service Department, buy a cheap answering machine to automatically tell customers go to Freedom Mobile store to get help if they have any problem.

    Technical support is useless !!!

    Dated December 2, 2017

  9. J 11 months ago

    The customer service is horrible. The supervisors claim there is no one they report to but they can’t handle a simple complaint and hang up the phone on paying customers. I waited 45 mins to be hung up. You lost my monthly bill.

  10. Scott Fraser 11 months ago

    I have been trying to have the data throttling feature removed from my phone for five months. I exceeded the data target once and despite repeated calls to to customer service, the staff located in the Manilla just give a customer service run around. Today I received a notice that LTE had arrived but after following the instructions on the email I was then told by tech service that I pHone six is not compatible.

    Tomorrow I will visit Freedom Head Office to try to find some body who cares about customer service. Fortunately their apparent office is less than than three hundred meters away.

    This company has the worst service although I do admit their data plans are the best for Canada and I like the roaming in the USA options.

    Why does this need to be so hard.

  11. Kelly 1 year ago

    Unbelievably horrible service. My son can’t send or receive pictures on his cell phone. Use the account app all the time so when he decided to go to Cuba I went on the app (which I was told I could get add-ons on the app myself instead of calling in). I selected the “go south” add-on which states it’s good for Mexico/Caribbean coverage. Upon arriving in Cuba he was on data for less than a minute and rec’d a text message saying he was over my data usage and his data was locked. When I called in the customer service rep advised me that this plan excluded Cuba and other Caribbean locations. I asked to speak to a supervisor. “Tiffany” the supervisor was rude and very condescending. She told me I should have checked online where it lists what areas of the Caribbean were covered. Apparently they have NOTHING to cover Cuba and when I asked what should my son do then her rude response was “I suggest he not use the service then” When I told her that when he returns he won’t be using the service and that we will be cancelling our service with Freedom and going with another provider her answer was “is there anything else I can help you with?”. I am an excellent customer, not only do I pay my bill every month days before it’s due but also with a little extra. My account is always in a credit. This is how they treat their customers?!?!?!?!

  12. Shakira 2 years ago

    “freedom mobile” are just a bunch of frauds. I got my phone with their credit promotion they had. I was given 24 months to pay it off, I missed only 2 payments. So they decided to say forget the rest of the months you have to pay it off and pay it now. Long story short they told me I had to pay a total of $615 for missing 2 payments. That $615 was suppose to be paid off in 24 months. So they cut off my service and put me in collections. I would not recommend this service to anyone to be honest. Their rude and not understanding nor patient. Luckily I was able to unlock my phone for a cheap price and switch over to chatr and so far I’m pleased with them. Please read this before considering to go with “freedom mobile”.

  13. Anon 2 years ago

    Why does this company not have email customer service option. This is horrendous.
    My phone had a malicious virus installed by a vengeful person. I had to factory reset my entire phone to get the virus off. Now it wont allow me to connect to my personal data-send/recieve or MAKE CALLS. So how am I supposed to CALL to customer service if I cant call.
    i’ve been a customer for over two years. Its really simple to make more ways of reaching customer service

    1 out of 5 stars, for Wind/Freedom Mobile, I’m thinking of switching to Virgin Mobile. I’m sick of this-

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