Freedom Mobile Reviews 

Changed to freedom before Xmas and they wanted $50 deposit and would return after 6 months of on time payments while that time has come and gone I could only get in touch through WhatsApp text which sounds very Nicky mouse. Was told that my deposit was released on the 13th of May while now we are going to be going into June and no refund. Have had no issues with the phone service but customer service is the worst I have ever encounter and they clearly lie or say anything. Hence why they have no live reps. Very very shady company. Anyone should go elsewhere I’m sure it’s only time before this company doesn’t exist or is taken over. They are bad is the bottom line. Customer be ware

I have found the plans quite competitive, especially with respect to US/Mexico options and roaming. I have generally had an okay time accessing customer service when needed and have gotten actually valuable offers as a customer. The downside is that the network is not as strong as others. People often have have trouble hearing me on calls.

The worst mobile company EVER and even worse home internet provider. Customer service is none exsistant as they will leave you on hold for hours at a time..incompetent and scammers...if you do happen to reach someone, 99% they can barely speak English so nothing gets resolved...DONT WASTE YOUR TIME AND MONEY ON THESE LOSERS...this company needs to shut down or be shut down

Dishonest agents who don't listen, flat out lie and gaslight including supervisors. I dealt with the worst LIAR ever experienced and I have her on recording which they insist they can record for quality, just you cannot record them. Why? So they can lie and feign ignorance. You do not get to record me and expect to use quality excuse. It is legal to record if the party recording is a part of the recorded conversation. That is how I was able to record your gaslighters who is appears that is all you hire.

There service might offer many captivating promotions but the hassles you will have to deal with and to be transferred back and forth to multiple departments each passing the buck. To update a phone number on an internet account you have to transfer to mobile department.

I have internet setup in housemate's name and looking to transfer the internet over into my name on my own account and the lies and accusations from these agents an authorized person to make changes to the account it would appear like a federal crime. Why? I have not been able to access my internet bills since November since I have internet. The security deposit was waived adding the internet in my housemate's name. This is a business expense and while they take money from my bank account each month I have NEVER yet seen or access one bill since signing up for internet last year. In order to access a bill I would have to log in to the app/ account through my housemate's phone. It is very few times so far I ever got an actual agent with some sense of customer service including supervisors who can be rude and insulting. Because freedom is clearly a reseller each other and departments dont work together. They should be called prison mobile not freedom.

Freedom Mobile may offer cheaper prices than the big carriers, but in my experience the savings are absolutely not worth the frustration and constant headaches.

The cell coverage was incredibly unreliable, even in major urban areas like Burnaby and Coquitlam. I regularly experienced dropped signal, unusable data, delayed messages, and complete loss of service indoors. There were moments where I genuinely could not rely on my phone despite being in the middle of the city.

A mobile carrier’s most basic responsibility is providing stable coverage, and unfortunately Freedom failed badly at that for me. The lower monthly price sounds attractive at first, but after dealing with ongoing network issues, I would rather pay more for a carrier that actually works consistently.

I ultimately switched providers and immediately noticed a major difference in reliability.

The worst and devastating experience I've ever had. They took $1067.58 unauthorized from my bank account. My daughter did a trade-up last year September and the phone abruptly stopped working within 6 mothns of her trade-up.
We called freedom and they told us to call their phone insurance company which we did. When we call "likewise" the insurance company and the advise is to bring it to the manufacturer which is Apple. We did just that and Apple agreed that the phone is faulty and they needed to request a new phone for my daughter. We had to wait two weeks for the new phone to arrive. We called freedom and advise them that we will be temporarily porting my daughter's number to telus until she receives her new phone since freedom didn't offer a loaner phone..the CSR assured us she would put it in notes and that we could re-port back the number once we receive the new phone from Apple. Once the phone arrived and we called freedom,they wanted us to set up a brand new service which we declined...I checked my account and the unauthorized withdrew 1067.85 for a phone which stopped working and didn't even which to assist me in getting back my money. They took out my son's university acceptance fee, my bills and leave me as a single mother in great financial distress. I called to resolved the issue and they were heartless. I will never encourage anyone to do business with freedom.

Freedom Mobile is absolutely the worst cell phone service available. We have had frequent bad reception and dropped calls. Our son also had an iPhone on a trade in program on our account but was not in the country when the trade in bill came in. Although my husband tried to explain this to Freedom they simply suspended our phones until we paid what our son owed. Their customer service department is a joke and I cannot wait to dump this provider and find a better company.

I have regretted signing with freedom since the day I got my phone with them. Their reception is horrible. I’m on the 12th floor of my apartment and even outside on the balcony my calls constantly drop. I have to always be on wifi calling. No reception in the counties where I normally would get reception. They also didn’t explain to me that I entered the trade up option. I can’t wait for my contract to be up in a few months. I’ll happily go somewhere else.

I am a senior an not good with todays Technology. Today I picked up my new Galaxy A17 5G at 235 Bayly st. west.
Juveriyyah the young technician transferred all my data from the old to the new phone. this process toke about 90 minutes. During this time she served other customers as needed and then back to my phone.
I could not have done any of this myself.
Thank you Thank you for this stress free Esperance

George Ross

After 10+ years as a Freedom Mobile customer, this has easily been the most frustrating customer service experience I’ve ever had with any company.

I recently moved temporarily to an area where Freedom’s service unfortunately no longer worked reliably for me, so I had to cancel my line. I was then billed the TradeUp amount for my device, which I understood based on the agreement.

However, because I did NOT want to keep the phone, I went directly to the Richmond Centre Freedom Mobile store to ask if anything could be done. The store representative, Jason, explicitly told me that Customer Service could approve an exception and process the return even though the line was cancelled.

His exact wording was essentially:
“Yes, this 100% can be done. Customer service just needs to place a note on the account.”

Based on that assurance, I contacted customer support exactly as instructed.

What followed was hours of being bounced back and forth between retail and customer service, repeating myself over and over, verifying my account multiple times, and receiving completely contradictory information from Freedom employees.

Customer service later told me:

the exception window had already expired,
no exception could be made,
and most importantly, that the deadline had ALREADY passed even at the time the store employee told me it would “100%” be approved.

So let me get this straight:
A Freedom employee gave me explicit instructions and assurances that a return would be approved, sent me to customer service to process it, and then customer service later acknowledged that the request was supposedly impossible the entire time?

That is the issue here.

This isn’t about me misunderstanding the TradeUp agreement. I fully understand the contract terms. This is about misinformation, wasted time, lack of accountability, and departments contradicting each other while the customer gets stuck in the middle.

The most disappointing part was the complete lack of ownership:

no one would take accountability for the misinformation,
agents refused to identify themselves,
responses felt scripted and robotic,
and despite acknowledging I had been given incorrect expectations, the final answer was simply “sorry, nothing we can do.”

I even explained that I had been a loyal customer for over a decade and was considering returning once my temporary move was over. Instead, I was treated like a ticket number being pushed through a script.

At this point, I’m sharing this publicly because customers deserve to know how Freedom handles situations where THEIR employees provide false assurances.

I’m still hoping someone from Freedom’s escalation or executive team sees this and chooses to resolve this fairly instead of hiding behind policy after their own employee instructed me otherwise.

I had a very disappointing experience with Freedom Mobile after an agent changed my grandfathered plan with the promise of a “better” option. Unfortunately, the new plan turned out to be something I was not even eligible for, and this was never clearly explained to me during the process.

What made things worse was losing the grandfathered plan I had kept for years, only to later find out it could not be reinstated. I felt frustrated, misled, and stuck paying for a more expensive plan I never truly agreed to. Because of this experience, I filed a complaint with the CCTS and seriously considered sharing my experience across review platforms and social media to warn others.

However, I want to recognize one person who genuinely changed the direction of this situation: Julius, a manager from Freedom Mobile. Out of all the employees I spoke with, Julius was the only one who truly listened, showed sincerity, acknowledged the mistakes made by the team, and made a real effort to help resolve the issue.

While the compensation offered was still not exactly what I hoped for, the professionalism, honesty, and empathy Julius showed helped calm the situation significantly. Employees like him are rare, and Freedom Mobile is fortunate to have someone who actually cares about customers and takes accountability seriously.

Honestly, this experience deserved a 0-star rating because of the stress and frustration it caused. But because of Julius and the way he handled the situation professionally and sincerely, I am increasing my rating to 3 stars.

Thank you, Julius, for treating me like a person and not just another case number.

Terrible….with inflating prices.from $40 to $44, to $49…this definitely my last month with them. They tell you it’s a fixed price but all BS…!

I've been with freedom for almost 15 ish years and haven't faced a single issue. I like the fact that it keeps all other competitors humble. Go for it.

I cannot understand why some people are rating Freedom Mobile bad company. When i came to Canada in 2018, i registered with a company but their services were so poor with no respect to customers and they don't want to know your financial situation. All they're interested was their bill payment and if you missed even a minute to pay, they disabled your line.
I have to switch to another operator who are the worst and most expensive. then i finally come to join Freedom in 2021 till date. I am not getting any harassment, they never cut off my line for late payment and above all, when my family joined me in 2024, i registered 4 lines with them plus a home internet &TV services with a very reasonable fees compared to Altima.
My family is happy and proud of Freedom Mobile for their professionalism and dedicated to customer satisfaction. My respect and loyalty to Freedom at all times.

Network is really bad, customer care close to non existing. Forced to buyout the phone that we're leasing. No communication, no verification. Scam based operations company. Will never recommend.

The representative not honest to customer about the pricing….etc…and not service good….

Yet another time when I wish I could leave a ZERO star rating. Spent almost 90 minutes yesterday talking to THREE different people at Freedom (I had to keep calling back) to find out why I suddenly had terrible/no coverage such as 1-bar of LTE sitting at home 6 blocks from their closest tower. Phone would randomly fluctuate between 4 and 0 bars LTE when it should be 4G. None of the three "support" people could come up with a solution. Perhaps they should have spent TWO MINUTES on the internet, as I just did out of frustration, to (1) toggle Airplane Mode Off-On-Off, (2) reset the network type. Not being an 80-year old techie this was discovered by "trial & error". Freedom's last support person escalated my problem to somebody or other. In the meantime I'm back to 4G.

This is the worst company ever! The service is garbage, even in large cities, it just cuts out ALL the time! It's horrible and I'll be switching back to Virgin as soon as my contract is up!

Freedom has the worst customer service. Been with freedom since it started in Ontario Canada. No issues for the first few years. Pay 250 a month and when I complained to customer service about my phone type not being correct on my bill they told me that I should go to another cell phone company. Don’t trust the reps at the stores, the rep lied to me and so did the customer service on the phone. Freedom is not training its staff to be honest and care about customer satisfaction.

Loyal customer for two years. Paid bills early and never missed a payment. My contract ended leaving me with a $535 balance. Paid $335 and they froze my account. They told me I have to pay another $23.06 for them to unfreeze my account. This is an absolute joke! No wonder this company has a 1.8 star rating. I’ll be paying the bill closing my account and switching to their competitor. I bet they’ll treat a loyal customer better!!