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.
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:
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.
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:
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:
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.
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:
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I swear this is the worst company I've ever dealt with, they only care about stealing your money and wasting your time, they've been taking my money and not providing me with the service for many months, and when I call them they couldn't fix the issue, and they didn't want to cancel my service and refund me, they wasted hours and hours of my time. It's shockingly the most unprofessional company in canada.
At the end, I was so mad as they kept sending me bills and not providing me with the service.
I got transferred through so many managers and they want to keep restarting the processes from the beginning instead of actually reading the chat log .
My honest opinion, Avoid at all costs.
Freedom has horrible customer service and they give the wrong information every time I call with an issue.
I was told by freedom...to do a 1 time pass to top up my data so I don't get roaming charges or not be able to use my phone.
I did and my 1gig did not reset to 0gigs, so I needed up calling 4-5 times and was told don't worry it will reset, them turn off & on phone.
Anyway, I paid my $ and 2 days later I don't have my 1 gig to use my phone.
Bottom line freedom is crap.
Also, called to pay off my tab to upgrade my phone and was told I have to pay my next bill and their service charge to be able to pay off my tab.
My bill wasn't do for a week or 2.
Now, I have had time to thing.
Freedom will be history in a day or 2.
They deserve to go out of business.....
Cancelled phone plan for deceased person, sent in deaths certificate and was still charged. Each time freedom mobile said they didn't receive anything. I am in my 70's and extremely stressed at this time . What can I do to stop these charges?
For a second time I have been run around and treatment from customer service has been both but a joke a wish to cancel my contract And have all fees waived due to horrible mental health and stress.
They told me I would only pay an activation fee and my bill but 15 days into my service I get a notice that my service is canceled and I have to pay $144 and then another 100 on my billing cycle. I call (get send around in circles, repeating myself) finally I cancel, I’m told by the loyalty team my account balance is $0.00 because I cancelled within 15 days. Surprisingly they take $244 out my account of which the bank charges me NSF fee. I call, this time speak to a very nice lady, she swears she will rectify the mistake, she calls me back tells me the money will be put back into my account on the 15th February. (NOTHING) I call they act as if I never had any of these constant conversations. I was told someone would call me back..... never happened. So they stole my money . It’s pathetic that a huge company as this is so unprofessional. Please save your money and your sanity go with Telus or Rogers better service at the same price
I got a SIM card from them for free with an offer $99 unlimited talk and text
they added activation fees + tax I paid $123 CAD
They activated the service. but nothing working.. no messages no calls (in and out)
literally nothing working.
I sat with their support on chat 3 hours. nothing changes .. they transferred me from one to another . and they were on the same level
I wanted to cancel the service and they just ignored the request and continued their talking about restarting my device to choose another available network... etc
At the end and after 4 hours, I called asking for a refund .. they said they cannot refund nor give credit on my account..
they steal my money for something not working. AVOID Freedom at all cost
Very poor service when we tried to explain that we did not make two USA long distance calls that we were charged for. The reply was we could cancel the service if we were not happy paying for the charges . We feel we received a brush off from your department
Awful support system and agents they have. They are not helpful and they are disrespectful. I wanted to reverse my plans and an agent told me that ''We won't charge you but you need to call us back next day''. Next day I called them and another agent made 176.28 dollars charge. I was asking why did she do it but when SHE REALIZED HER FAULT then SHE JUST HANGED UP THE PHONE ON ME. I REGRET I AM USING FREEDOM MOBILE.
I am with freedom mobile since 2010
Very bad service-HAD A STORE VISITING CARD FLICKED/THROWN AT ME TODAY
Today when I went to the store to inquire regarding an upgrade as per an email I received with the promotion, I was told that there are no IPhone 11 any where- so why did I receive an email with the promotion
When I asked the office at the store for his name he wrote his name on the card and he just flicked it on the counter at me
No respect- HOW WOULD ANYBODY FEEL WHEN A VISITING CARD IS THROWN AT THEM
Very bad service
I was with Freedom for almost 7 years. Today I decide to leave. I was charged $75 for international data roaming been in Canada, inside the Freedom coverage area.
Customer support suggests refunding only $30. They even ignore the same time was a cell call that treats as internal (Canada call).
Rude and unprofessional customer support