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:
This website uses cookies to ensure you get the best experience on our website. For more detailed information please refer to our Cookie Policy.
View Comments
Disgusting service. I am not able to pay bills and when I am trying to reach to customer service for support her voice was cracking and she was being rude as if I am lieing that I couldnot hear her. Whom to contact then the service is suspended what to do with it. Very annoyed with this.
Yesterday I paid $914.17 CAD to Freedom Mobile to preorder the Iphone 13 Pro Max (256 GB), as soon as I made the payment then they told me the preorder is not going through and that they cannot process it or refund me so that I should contact my bank for a charge back. This is unacceptable, I have all the transcripts and they are refusing to provide a solution on their end and a bank charge back takes at least 15 business days if not more. They are literally charging then refusing to provide the service I paid for or refund their charge.
Very Poor Customer Service And Nuisance Vexatious Messages
1 . As new customer, I called 611, once after 1 hour no one replied I disconnect
2. Next day again after over 1 hour a Blackman replied that was to hard to hear him; may be he was in One of Islands!!
3 Also, in lst few days that I got this Nuisance Service;; I got hundreds repeated messages; even I SEVERAL TIME SAID NO but it keep coming
Very bad customer service. I had to know my plans and get an upgrade or downgrade on my plan. No one could help. I spoke to Mia, Bob , Mour and even the supervisor MAX, who offered me a plan which never existed in freedom. Such bad coordination and bad communication. I was on phone back and forth since 7.30pm to 23.00pm. No one could solve the issue. VERY BAD SERVICE.
I wanted to have my plan changed to a plan that is better suited to my needs (nationwide talk + text + 1.5 GB internet for $19/month prepaid).
I went to one of their shops and was told that I could only address this over the internet or over the phone.
I phoned. I did not know my PIN and they made fun of me because I said I could not get it as a text message (I am 76 years old). A little later that guy (Cash) hung up on me (anyway they said that the connection was lost).
I phoned back and talked to Moya. I was told that the $19 was only for new customers. As an old customer I would have to pay $24.
Facit: They don't care about "old" customers (I have been with them for almost 10 years).
They said that, even if I cancelled my account with them, I would not get the "new" customer rate if I joined again later.
The supervisor was not available to talk to.
Do NOT go with freedom mobile. I repeat. Do NOT go with them. The first two I spoke to about paying my tab was amazing. However at the store at oxbury centre in London Ontario, the lady had messed up my order and blamed me for it so I called the head office for help who also gave me attitude and hung up on me when I asked her what she was able to help me with. I kept calling them in which they sent me to voicemail. I’m tempted to buy out my phone and switch carriers which I might do once I have the money
Have fun trying to reach them for more urgent issues, for example, if you've lost your phone. What a joke.
A supervisor at Freedom hung up on me. I was misled by the store when I bought a new phone and they switched my plan. They didn't tell me I was going to lose long distance and other features. I called customer service when I found out. Everyone I spoke to was in Cairo, Egypt. I kept hearing "We can't help you," and I kept escalating the complaint. Finally, I asked to speak to someone in Canada. I was told someone would call. When I didn't get a call, I started all over again. I got Cairo again. A different supervisor told me I could switch back to my old plan for a one-time payment of $331.63. When I asked how he calculated that, he refused to tell me, he kept interrupting me, and he hung up on me.
The reps and the company has gone downhill to zero. I have been a customer when it was wind mobile. I was contacted this year to lock me in for two years. I agreed and signed the new contract with the old plan. Now the bill is $10.00 more than what i signed for. I have called the customer service centere twice. The accent is hard to understand and the people are in Egypt. The supervisor admits that i have the plan but it has been suspended. They can not explain why it is suspended and they do not understand that a contarct is a legally binding document where both parties have to honour. It appears that the people in Egypt do not understand this concept.
I have not been able to speak to anyone in Canada. I think they will have to call me to be paid. It is a shame that Shaw having bought Wind is now out to screw customers who have really good old plans and do not want to change them.
I have been a customer since wind, no more after the abuse I have received from them. I'm disabled and need a phone when I'm out. I have had none stop problems with them since I got my phone and now they suspended it over credit s they can't find. They lie each time I call and don't follow basic rules of customer service. Stay away..... bad bad service