Freedom Mobile Reviews 

Terrible online and customer service I'm still on waiting to get any service response on hold over an hour awful,reason I m calling them to find out why they increased my phone bill with no explanation by 10$.if I could give no stars

Saw their 250GB offer for $40/month and decided to swap providers to Freedom. However, I wanted to port my number as well.

I clearly mentioned this to the Freedom agent on call and then mentioned the package I wanted. They signed me up for the account and package. This process included a hard credit check. I was fine with this as I thought my number could be ported to Freedom, and I would start using their service. Then, at the end of the call, the agent started getting errors when porting my number, and suddenly, I needed to cancel my newly created Freedom account and line!

I talked to the supervisor, and they mentioned that the agent had NOT CHECKED if my number could be ported before creating the account! So I got a hard credit check for nothing! I did not use Freedom Mobile services for a single second, and my credit score potentially takes a hit for nothing. The supervisor did not seem to care particularly much and even mentioned that I may see charges on my Freedom account at the end of the month (and again, I did not use their SIM even for a second !).

It is obvious that Freedom does not train its people, and the supervisors are equally incompetent. Screwing over new potential customers is a first in my lifetime.

absolutely horrible customer service. waited over an hour just to tell them they couldn't help me at all. did not offer to hold the call while I had to contact another person to verify something with my account after WAITING AN HOUR .

Horrible customer service. I have been a satisfied mobile customer for nearly ten years. I recently added home internet to my account. Not one thing I was told by the representative in store was correct. I was told that I needed to make an appointment for the equipment to be delivered to my new condo. Instead, the equipment was shipped to the condo before I even moved in. I was told that no one would need to access my apartment, but that the appointment to "have equipment delivered" could not be made for a weekend. I scheduled this appointment for a Monday, only to find out while I was not at home on Sunday that my appointment had been scheduled for that day, and I had a technician waiting to access my home. The representative did not properly apply the current online discounts to my account, resulting in me spending hours on hold on the phone trying to get the issue resolved. My internet account did not show up properly on my online account, causing me to spend further hours being passed around from department to department with supposedly nobody able to help, and telling me to talk to people I had already spoken with. EXTREMELY frustrated. This has cost me so much time and inconvenience. 10/10 do NOT recommend

Freedom Mobile in Square One, Mississauga, Ontario
I brought my newly- purchased Apple iPhone 16e to this location. Kiko transferred all info from my old iPhone XR to my new phone, put on a screen protector and case. Transfer was quick and successful. Super & friendly service! Thanks Kiko!
Mary McDermand
3/6/26

horrible customer service and glitchy payment systems. Aggressive staff and supervisors

I'm so disgusted with freedom. I have been with freedom for 13 years. Im just getting over pneumonia. They sent me a disconnection notice for $30. Are you serious! Then i try calling for over an hour to get someone to talk too. Finally I get loyalty department. This is how they treat a valued customer. Usually my bill is in a credit as well.
ABSOLUTELY DISGUSTING FREEDOM!!!!!!!!!!!
Honestly, the worst customer service I have ever seen.
Everyone do yourself a favor and avoid this carrier.

Worst companies ever they do not know how to follow up contact you. You will be over due on your bill but still not told and then all the sudden moneys missing out of your account. I payed this company off $600+ in around august 2025 and they have still been charging me it’s March in 2026. How does that even make sence. Never have I ever had a worse experience

Terrible customer service. They dont value customer loyalty. Please dont get their phone protection plan, i know it sounds inexpensive but its not worth the hassle. Get an apple care directly where you can have your phone fixed anywhere. Their partnered with likewise and you have to call them 100 times just to have your phone fixed and nothing happens. I regretted getting their plan to be honest. So disappointing!!

⭐☆☆☆☆ Extremely Disappointed – Dishonest Billing and Terrible Service

My experience with Freedom Mobile has been the most dishonest and irresponsible service experience I have encountered in my 20 years in Canada.
On February 11, 2026, I contacted Freedom Mobile to activate a plan that was clearly discussed and agreed upon: 10GB for $35 plus tax per month. The agent told me I needed to pay for a SIM card, but said they could not process the payment online and asked me to visit a Freedom store.
The next day, while I was sick with a cold and flu, I called again and asked if they could help me pay for the SIM card online because I was not feeling well enough to go out. The agent processed the request.
I was also promised that my phone number would be transferred within 5–10 minutes. Instead, my service was disconnected around 3:00 PM, and I had no phone connection. I check my bank account through my computer to know how much I was charged. I discovered that I had been charged $57.63 instead of $35 plus tax.
On the next day, on February 13, 2026, in the afternoon, I was forced to go to a Freedom store to purchase a SIM card and resolve the issue. Being without service for that long is completely unacceptable. I had no service for at least 36 hours.
On February 18, I called customer service to ask for a clear explanation of the charges. The agent told me:
• $39 for the 10GB plan ($39 plus tax became $51)?
• $13.63 for provincial tax ?
• $10 for the SIM card
This already did not match the original $35 agreement. I also explained that I had already paid for the SIM card in-store and provided the details. The agent promised to refund $11.30 for the SIM card charge.
It has now been over a week, and I have not received any refund.
This experience shows:
• Lack of transparency in pricing
• There is no Price Freeze Promise
• Incorrect billing
• Broken promises
• Extremely poor customer service
• No accountability
As I noted above, during the past 20 years that I am in Canada, despite of using several other companies mobile services, It is the first time that I encountered with such dishonesty in a company. I cannot recommend Freedom Mobile based on this experience. Customers deserve honesty, clear pricing, and reliable service — none of which I received.

*The Names and Case Numbers of agents that I spoke with them is recorded.

I went to Freedom Mobile branch located on 4300 Steeles Ave East, Markham, inside Pacific Mall. I got excellent service from staff Kinson and Cindy. They help me to change my plan and explained clearly the details of the plan and how to use it. I was very satisfied with their service. Thanks again Kinson and Cindy.

I got freedom prepaid when I was in not the best financial situation. sure, they were good and served a purpose. now, I am in a better situation where I can upgrade my phone plan and services. went to cancel my prepaid plan. they billed me a day earlier than they said would. and when went to cancel they refused to give me a refund. after their misleading text and year and half or service they refused to help out. taking advantage of their customers and their financial situations.

I don't think we win in canada for cell phone plans and freedom is no exception

awful customer support, unwilling to help and hard to understand.

Great phone plans. They're reasonably priced and don't charge you tons for going over to the USA.

Terrible customer service and in call centre. I’m store representative omitted important information to take more money then needed and then told me it was not his responsibility to tell customers everything. It takes 20+ minutes to wait for an answer from call centre a when they did they informed me that I could not reactivate line because my I didn’t have my deceased husbands pin. Freedom takes advantage of seniors and shows no compassion when there is a loss. Definitely would not recommend.

I asked to be able to pay at the end of every month they billed me every 25 days last I checked a month is roughly 30 days big oops

every time i call them it take so long 2hours to answer the phone

Had to listen to " One flew over the Cookoos nest " for more than a hour with ZERO customer services..

So two weeks ago I renewed a 30 day prepaid and then my top up day the 16th for the next 30 days rolled around abd because I didnt pay it then they suspended the prior paid for 30 days and o I have a $35 credit and refused to to reinstate my service or refund my credit , they have the worst customer service ever this is the second time they pulled similar to this
Very unprofessional I wouldn’t suggest anyone use their services

Have been a Freedom Bring Your Own Device customer for many years (going back to the former WIND Mobile). Have seen significant service improvements and better plans since Quebecore purchased Freedom. Live in Southwestern Ontario and roam continuously on Freedom and Nationwide networks without any issues. Roam often in the USA on all three major networks and Europe (Roam Beyond). Billing is straight forward.