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.
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.
The customer feedback and complaint form
Most 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.
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.
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)
If you happen to be outside the network’s coverage area, you should call:
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:
207 Queens Quay West
PO Box 114
Toronto, Ontario M5J 1A7
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 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