Freedom Mobile Reviews 

Freedom has charged customers twice on mobile services saying it’s a system error and not giving refunds back seems total scam!!

I've been a long time customer of freedom mobile back when there name was Wind Mobile. I have no issues with the service at the store however need big improvement with there call center. They don't answer the calls, there should be a call back feature at the very least. One more thing, they took my bill payment on time and then the next day they took a second payment. I could not get a hold of anyone at the call center so I went to there store to speak with someone in person about the double payment. The representative had there speech prepared and gave me the speech apparently numerous customers had the same issue they stated that they were deeply sorry and that my money will be refunded in 3 to 5 business days. Let's see if that holds true. I'm currently short 170.00 that I was not anticipating. I'm not to sure if I'm going to keep the pre-pay option as I can't trust them.

Turned off autopay - still got billed - company will not issue refund on prepaid

Talked to a supervisor, they said they don't even issue refunds for billing errors.

This company is scammer!!!! Stay away if you read this. I bought roam as you go plan for 30 day for travelling…when I travelled I had to make calls to other countries regarding my tickets ( from Ukraine to Germany) to be more specific. And freedom charged me for that like for international calling even though I had their roam as you go international plan. Basically Freedom mobile sold me eSIM for 50CAD that included unlimited calls and texts,and 10GB of data but charged me for international calls when I was on their special plan. When I contacted company they explained me that I could only call from Canada to Ukraine but not from Ukraine to Germany. With any eSIM card for 10 CAD I could have same conditions…but Freedom mobile on their website doesn’t tell it ,it advertise roam as you go plan as unconditional as long as country you will call are on their list. Freedom mobile is scammer and deceiving company. They lost me as a customer….i advise you to stay away from this dishonest company as well.

What a bunch of crooks, I accidentally made a payment to freedom mobile that was meant for my credit card by bank payment and they are pretending that they can’t find the payment. They are saying that my name wasn’t the same as the bill when they responded with my name several times in emails. Stay away from these crooks.

I am sickened regarding an issue with a purchase made for my elderly step father, who is 81 years old. He recently acquired an older model flip phone from Freedom Mobile. Upon returning home, he discovered that the phone was not functioning properly; he could not hear the other party during calls. Initially, I suspected that his hearing aid might have been turned down, but upon testing the phone myself, I found that the audio quality was poor, akin to hearing someone underwater.

He returned to Freedom Mobile with the receipt just two days later, only to be informed that the sale was final. Although they attempted to adjust the volume settings, this did not resolve the issue. As a result, he is now out $300 for a phone that does not work, as well as ongoing payments for a phone plan for which he cannot utilize.

I contacted Freedom Mobile directly and was told that there was nothing they could do to assist us. I feel that he may have been taken advantage of in this situation. I have called 3 times now asking for a manager and I was told he only stops in once in a while. I asked her to have him call me and I haven't heard anything. Now she is saying that it's been passed the 14 days, when I reminded her he came back just 2 days later with the phone, she said he did not specifically ask for a refund. My dad said she only tries to sell him a more expensive one. He is disabled and has a full 30 days according to the wireless code. She said that no he doesn't. These people are crocks and take advantage of elderly people. He is on a pension and can't afford to purchase another one. I will be fighting this everywhere I can.
Shame on you Freedom Mobile! Do better!

My husband purchased a phone in Brantford and the guy signed us up but never attempted to help set up ! He said just follow the prompts☹️. We r old I might ad! We took the phone back and Shaski was working at the time. This young woman was soooo Patient, Helpful and Pleasant. Phone fixed!

The w0rst company ... no one speaks english and i am so sick of it . They hqve a job where communication is so important mean while they barley speak english or understand it .... worstttt service

The one plan of two we chose was with a new phone, after the plan expired 24 months we get a bill for $447….are you kidding me….been with Roger’s for 20 years prior…we’re going back to Roger’s…the response when we called was basically we don’t need your business…so we are planning to leave now and change both phones to Roger’s. We want to go with a carrier that appreciates our business and loyalty…really disappointed with freedom mobile.

I called the 611 to ask for a promise to pay and unfortunately my call was dropped after being received by an amazing agent. He proceeded to call me back and help me out by going above and beyond the call of duty to help me get my promise to pay and saved me from a nightmare.

I’m so sorry I forgot your name but thank you again and I hope you see this here. Daniel Mac

Yusif was amazing very patient i was so confused he explained everything 3 time's till i finally understand,😊 he was so pleasant and kind, well waited he was asking about the weather made the wait feel like a second 😊 my hearing is not the greatest but he didn't get frustrated like other's normally do. Thank you yusif you made my experience very positive
I love freedom mobile they are the best and it is cause of the people they employ like yusif

I dislike how I lose service at my own house. Thank God for Wi-Fi. Since the Roger's selling to new company, Freedom has not gained any new ground. Still a company piggybacking off everyone else. They will never spend their own money. Anything new will cost the phone owner. I have been without a contract for over a year. Roaming dose happen alot, especially when you go over on data. I will be switching back to Roger's.

New customer experience

Just switched over from telus and the customer service experience has been the worst I have ever had in 25+ years owning a phone. I use my phone for work and there is Webex app that I use for work. It worked completely fine on Telus. It works on wifi as my home internet is bell. It works on a VPN. So the issue is clearly the carrier. 3 hours on a call and they could not assist. twice they tried to offer me an additional line... I asked will that line help Webex work? if not why the f are you trying to sell me something that doesnt solve the issue I am coming to you for. They have me run several tests of using VPN or using WIFI vs not and it gives the results i told them up front. They advise me to reach out to the app customer service which I had done to begin with and after all diagnostics it indicates its a carrier issue. After all is said and done they still didnt solve anything and kept deferring me to the app customer service.

I requested a service transfer on March 24 to a new address. My first appointment was scheduled for April 2. A technician came, but the installation could not be completed because I did not have access to the garage where the connection needed to be made.

This situation was the direct result of poor customer service. Every time I called—no matter the day or time—I was attended by what seemed to be the same representative, who was consistently unhelpful. I asked multiple times to speak with a supervisor or manager and was told there was none available, which is unacceptable.

I was told I needed to provide written authorization because the work might cause some damage to the property. However, no official document or clear instructions were ever provided. Instead, I was simply asked to get a written note from my landlord giving permission, without any guidance or template.

After many days of calling, and even after the property manager of my building contacted them directly, I was finally given another appointment for April 16. During that call, the representative assured me that they would contact my manager to arrange access to the area where the technician needed to work.

The appointment confirmation email clearly states that the technician would call 30 minutes to 1 hour before arrival. On April 16, I received no call at all. The technician simply showed up unannounced and rang my doorbell. He also never contacted my manager, who was supposed to provide access.

When I questioned this, the technician claimed that they no longer call customers before arriving, which directly contradicts the company’s own confirmation email. He also said that notifications are now sent through an app, which is not true in my case because neither I nor my manager received any notification.

The technician stayed for less than five minutes and said he could not wait, and that I would need to schedule yet another appointment. In addition, his attitude was rude and dismissive, which made an already frustrating situation even worse.

This entire experience shows a complete lack of organization, communication, and accountability. The system is clearly broken, and the level of service is unacceptable.

Freedom has a system that is simply terrible and staff that are clearly not properly trained to handle basic service requests. Overall, this has been a complete failure. I do not recommend this service at all.—

I only gave one star because the system doesn’t allow me to post a review without selecting at least one.

PLEASE DO NOT GET THIS SERVICE! They mfrs scammed me out of so much money! Nothing but headaches! If I could give a negative number I would. First ordered this service back in Jan 26. They sent out a broken modem. It took 3 visits with techs, numerous calls of hours wasted. After over 2 weeks of the back and forth they FINALLY agreed that the modem was broken and would send out a new one. Meanwhile we were paying for service we were not receiving. We got the new modem set up. It worked briefly and then didn't. They cut service. Reason being, whoever set up the account input my payment information incorrectly over the phone. So the payment declined. Instead of contacting me in anyway, they just cut service When we reset up the payment correctly, they said we now had to resend the modem back and they would issue a new one. The wait would be up to 2 weeks. Well, the payment had gone through, so this was now what was going to happen. Another wait of paying for service unrendered. Have sent both the broken and the second modem back now. Got the new one in. Set it up after waiting. Didn't think there could be anymore BS to deal with...but wait there's more. Got billed an $40 over what I was supposed to for my monthly plan. Said they could no longer offer the plan price that we had the first time. You mean the plan that we had but the reason why we no longer don't is because of their billing department eff up? Right. Then days later I got another $110 charge for the modem that I sent back, saying that I didn't. Now I am having to dispute that with the evidence that I have and hours of wait time and phone calls. I have lost literally money and DAYS of my life dealing with the BS that this scam company had put me through. How they are allowed to operate as a business is beyond me. Honestly there should be laws changed to stop businesses like this from being allowed to operate because this is insanity.

I’ve been a Freedom Mobile customer for over 7 years, and unfortunately, my experience has gone from decent to extremely frustrating over time.

Things really started to decline after the transition involving Shaw/Rogers. The network quality and overall service noticeably worsened. Calls became less reliable, data speeds inconsistent, and customer support harder to deal with. Eventually, I had no choice but to move my mobile plan to another provider just to maintain basic reliability.

However, I continued using Freedom for home internet. In October 2025, I signed a contract and was provided with their newer Euro 6 modem and router setup. At the time, I expected stability and improvement but that hasn’t been the case.

Now, to make matters worse, I’ve received a message stating that unless I also subscribe to a Freedom mobile plan, my home internet service will be discontinued by April 30, 2026. This kind of forced bundling is extremely disappointing and feels unfair to long-time customers who have already committed to their services.

Customer service has been another major pain point. Every time I call, the wait time is at least 50 minutes, only to be redirected to chat support, which often doesn’t resolve the issue efficiently. It feels like there’s no real support when you actually need it.

Overall, my experience has gone from loyalty to complete dissatisfaction. For anyone considering Freedom especially new customers please be cautious. Based on my experience, I strongly recommend exploring other providers before making a decision.

Beware, new customers: think twice before choosing Freedom.

The internet network is not working or very slow in several Toronto Downtown locations.

I would like to share my experience with Ibrahim, a supervisor at Freedom.

After many calls without resolving my issue, I felt very confused because each time I received a different explanation. Honestly, I was ready to cancel all my lines and stop my subscription with Freedom but after speaking with Ibrahim,who is a supervisor with freedom, everything changed. He handled my case professionally, clearly explained the situation, and successfully resolved my issue. He also provided a $5 satisfaction credit on each of my four lines, which I truly appreciate.
Thank you again, Ibrahim. Freedom is lucky to have you, and so are we as customers. Your support made a big difference

I would recommend Freedom Mobile for both mobile and internet services. Their pricing is significantly better than Rogers, and in my experience, the bundled options offer good value.

I did run into an issue related to the transition between Shaw, Freedom, and Rogers after moving my service when I purchased a new home. Despite cancelling my service, Rogers levied a $65 charge and sent it collections without any direct communication with me.

What stood out, however, was how the issue was handled once it was escalated to CCTS. Rogers took the slimy approach and pushed it off onto Freedom even though it was an account that Rogers still had. Natalie from Freedom Mobile stepped in and resolved the matter quickly and professionally.

Overall, while the situation was frustrating at first, Freedom Mobile did take responsibility (even though it wasn't their fault or issue) and ensured it was corrected. That level of customer support is greatly appreciated, and I would highly recommend their service. Better rates,better service and overall a better company.