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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Could NOT understand agent due to accent. No idea what her name was. Uselss.
Freedom recently allowed an individual to port and steal my number in an attempt of identity theft. I was completely cut off from any phone use and had no choice but to walk in to a freedom mobile kiosk where I purchased the phone and plan.. I spoke with the representative " Marianna" at the masonville location who said my plan was cancelled also theres nothing she can do for me.. She offered to sell me a new plan which I said was unacceptable. She then said to call customer service which I pointed out, I have no phone to do so and she stated " thats your problem" things escalated and an argument ensued as I asked to speak with a manager who was unavailable but a "lead" was in the store so I waited to speak with him. I asked Marianna for her name as I would be speaking to customer service and she wrote it down with a smiley face in attempt to further provoke the customer. When the lead was available ( mike) he calmed the situation and called customer service on behalf, porting the number back and getting my phone working again within a short time. As the customer this was all I was asking for, a representative to help me with an issue I was having after spending my money with this company. Marianna gets zero stars in every category where as mike was pleasant, personable and helpful, he would receive a 5 star review. unfortunately as a whole I have to split the two reviews and give my overall experience a 2.
I left, freedom mobile sometimes ago for another sister company. But I was lured back with special promo and constant emails from freedom mobile. Actually I left because of poor service, dropping calls and coverage areas. And in the promotion, they ( freedom mobile), promise me that, I will get my usual old price and wind tab. To my surprise, the price jump up to $85 instead of $65 , since then , I has not been ratify and their representatives telling me to email back office for support.
In which I don't get , something that should be available on their computer/ system. But , the bills and collection can ACCESS without delay / tinkle of eyes.
They need to improve on customer's relation/ quality service.
I am furious with the disrespect and RIP off by freedom mobile. When I bought a cell phone phone for my grand daughter, my daughter purchased a Samsung Galaxy A50 without my consent, while I thought I was only paying for my grand daughter, when I brought to their attention that I did not agree to pay for my daughter's phone, they would not address this misrepresentation, forcing me to pay off this phone for $
I have been a Freedom Mobile customer for over 2 years. My monthly payment is $40.00 and I always have used the express payment option to pay for the next month. After I make the payment, I get a text from Freedom Mobile notifying me of the new balance of my account.
On August 19th, 2019, I made a payment of $40.00 to my account. I was notified of my new balance through text as usual. I made the payment before the last day of the month as I wanted to make sure I had the money ready in that account for when it was due. In the past, I’ve added an extra $10.00, for example on September 31st, on October 31st, I would get a text telling me that my current balance is $10.00, and that my payment is due tomorrow. I’ve never had any issues with having extra money in my account, until now.
On August 30th, I received a text from Freedom telling me that my payment was due on the 1st, and that my current balance was $20.95. I was pretty confused and frustrated. Where did this $20.00 disappear? I thought maybe there was a glitch in the text and called customer service.
After waiting on hold for over 25 minutes, a representative finally answered. I explained the issue to them, and they didn’t really seem to know what happened, but just kept repeating them same things over and over again. That my payment was due tomorrow, and that I had $20.95 in my account. Eventually, they explained to me that because I paid in the middle of the cycle, that’s why my money went missing.
This didn’t make sense to me as it’s not like I hadn’t paid for the previous month, I had. I just wanted to know where $20.00 from my account went, and the representative seemed to just want to get me off the phone, without helping me resolve my issue. If someone doesn’t know the answer to something, I’d prefer them to just tell me that, and then connect me with someone that can help me solve my problem.
Eventually, after the representative became ruder with me, I asked to speak to his supervisor. I waited on hold for the supervisor for another 10 minutes. I re-explained the situation to the supervisor, and he told me the reason why the money was gone was because I had been using texting and data on the Nationwide network.
Side story: I had an iPhone 5 for the last 2 years, and in the last few months it started showing Nationwide about half the time. I never went on a trip anywhere, never left the city; it just would switch. Maybe 2 months ago I went to a Freedom Mobile store and told them about the issue, and they replaced the SIM card. After that I stopped having the issue for a while, but then it came back. Before, when Nationwide would appear I wouldn’t be able to text, call, or use data, but now after replacing them SIM card, I was able to.
I assumed it was like this because I had a new SIM card. I never had my data roaming setting on, nor did I turn it on.
So when this supervisor (Mustafa) explained this to me, I was confused. I was also confused as to why I wouldn’t be alerted that I was now being charged for this. Or why I never received a bill for this. I’m just supposed to trust what you throw out, when the last person I talked to said it was happening for a completely different reason.
I am already looking at different providers and am disgusted by the customer service and by Freedom Mobile.
We called customer service yesterday regarding the email threatening with disconnection if we don't pay the bill of $8.25. That was the first day after the due date, Wednesday. In reality my bill was paid on Friday the previous week which I attempted to communicate with my call. The representative who answered the phone after over half an hour wait repeated several times that I did not pay since the early July. The conversation went in circles she was repeating this very sentence over and over again in rude voice and when I said that money was withdrawn from my bank account and I can prove the payment she said at least five or six times that I have to send them bank statement in an even more accusational and raised, impatient voice. She was not going to look into the issue or take a note of my statement. When I asked to speak with a Supervisor she repeated the same one more time and disconnected the call half way through my sentence. Please note that I was not saying anything offensive or rude. We made the second call and after another 45 min of music finally got to speak with a Supervisor who saw no problem with our previous experience , offered no help or resolution, was rude and said that our money is still in the bank and subsequently hanged up after abrupt bye leaving us with no resolution at all after 1.5 hrs. on the phone.
The payment was made online and the same method of payment to Amex resulted in payment confirmation email after about 3 hours the same day. If Freedom needs days longer to update customer accounts customer service should make allowance for that and show some courtesy and professionalism. Our last night's experience was appalling. We were basically accused of an attempt to defraud Freedom.
Freedom Mobile could not care less about customer service!!!
Day one with Freedom, auto withdrawal is setup, for the next day; Saturday. As the first day of Freedom service is a weekend, the bank will transfer funds on the next business day. This is common.
However, Freedom feels obliged to suspends service. ( in the first day!)
I call Freedom. They say they can’t help. I speak to a supervisor, who hangs up on me.
Thanks Freedom, for your pathetic customer service... and zero business sense.
I called freedom on july 25 2019 wanting to upgrade my phone to a samsung S10+ after being on hold for 45min then talking with a rep for another 1/2 hr I was told that I could get the S10+ for $960.00 After which I asked if I could put $500.00 down on the ph and pay off what I still owe on my current Ph...He said no problem and we worked out the my tab to $18.40 per month before taxes. I went to a local freedom store today July 26 but forgot the paper I had written all this info on, she told me it would be $1420.00.. so we called customer support and I talked to 1 rep who said yes I did call in yesterday but the info that I was given was not written down... and then he sent me to another a woman named Nagwa...who said no ph is $1420.00. This was a big waste of my time (another hour)...being told one thing driving to a store and price is something else...and it seems that they just dont care....maybe time to change servers
I talked to a service rep ( in Egypt ) on June 12th 2019 about my plan.
She stated , apparently our conversation was recorded, that my plan and my daughters would go down to $20 a month each. I actually got her to repeat this several times.
However, on checking my online account, it was still $30.
On phoning back to complain, I talked to a supervisor who stated that she would go over the recorded transcript.
She stated that she would phone me back. Never did.
I phoned back again on the 14th of June and talked to a different supervisor that stated that nothing was noted on the recording about the $20 per month agreement. I was dumbfounded, this was either a bold faced lie, or the initial service rep was able to stop the recording of our ongoing conversation.
I asked this supervisor if the service rep would be able to stop the ongoing recording, he did not even suggest a answer.
He actually became very defensive and rude.
At this point, it is not about the dollar difference any more, it is about a cell phone company, Freedom, which is part of Shaw, providing dismal customer service and blatantly lying about customer interactions.
This is completely unacceptable.
First off Shaw, give your head a shake and find customer service reps based in Canada for Freedom Mobile.
This is pathetic that Shaw would allow their cellphone company to fall to such a low and distasteful level!
On Dec. 19, 2018, I had my bag stolen with all my credit and debiit cards along with my cell. I notified Freedom and said to cancel my service and keep my current number until I purchase a new phone. Last week I received a notice from a collection agency saying I owed. $68.17. The rep I spoke to after the theft could not have been nicer and said he was sorry for my loss.
Today I phoned Mobile explained the situation and asked them to remove the $68 charge. They said I used the phone in Jan and Feb this year. The rep (englishish as a 2nd language) said she conln't remove the charges. I freaked out and asked to speak to her supervisor. The super was worse than the rep. She said I never called to cancel. The she said I called on Jan 6/2018. The date was wrong because I know called saver days after the theft. I am 83 years old and handicapped. The horrable treatment gave me sever chest pains. How do you expect keeping customers with such incompent reps and supers. I does not cost you 1 cent to remove the charge.
Norman Burke, cpa, ca.