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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Useless. Liars and cheats.
Freedom mobile service customer service sucks. Even speaking with a supervisor was frustrating and annoying. The supervisor also hanged up on me. I called for a plan upgrade & they have all the best plans for the new customers, not the existing customers. On the plans for an existing customer she was only putting in terms & conditions. She was not even clear in her speech. The customer service was better when it was Wind, once changed to Freedom the customer service sucks.
The service was down in Kelowna last night. I called the support service and boom, they pointed me to the right direction in 15 minutes. I mean, I think this is OK.
Due to identity theft a couple of years ago I had placed on my Equifax file a "fraud alert" so that any attempts to use my identity would be double checked. I have had no issues or problems with credit until yesterday when I attempted to open an account and get a phone. Agent told me that I failed the credit check. When I explained, provided my passport as well as drivers license he said that he couldn't do anything and to try again in 3 months.
Call center agent did try to be helpful but couldn't provide any assistance. I asked for my call to be escalated to appropriate department (e.g. fraud) so that I could talk to someone with expertise in the area. No success. No phone.
I can't be unique? I can go to other carriers and get phone/plan.
I've been 1yr prepaid customer and it is excellent for me. Nothing to complain but all of the sudden someone called me if I want to have 2Gb extra for free for my loyalty and it's the same price of what I pay per month $30.00. He said ,Nothing change. So, Who wants this promotions? Of course I was convinced. My prepaid service will be end this coming 25th of November but now I've got a text message that I have a monthly bill cost about $24 and due December 4. I don't know that my service is converted to monthly which I don't need it because I am using my phone for just emergency if I am away from home.v I am stay home mom. I have my home phone , internet, so what's for. So this month I paid /paying almost double because I have due this dec.. 04. So how about next month? $100 or more? THIs is very TERRIBLE! I am so DiSAPPOINTED.! I don't need this crazy crap advertisement and contract 24months ? This is my own phone from bell, please back to prepaid,. I am happy with my prepaid service. please cancel this. I am not Happy!!!?? This is riding so much crazy. I don't have money to pay extra.?
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
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?
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
very poor customer service , have to wait almost 1 hour to talk to a representative.
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?