Freedom Mobile

Plain and simple: I have a credit score of 844, yet Freedom Mobile has been denying me credit approval to have a pre-authorized post payment account. I had to have my account put in my husband's name just to get the plan in October and went back to have the account put in my name, since payments were taken from a credit card in my name and it's my phone...Still, I was refused. I was contacted by a manager who told me that Equifax are the ones who decide if my credit should be approved, not Freedom Mobile. I thought that seemed really strange. Well, Equifax assured me that this is NOT the case at all. They never make decisions about credit acceptance. How could a MANAGER be so misinformed?!!! Anyway, I was told by Equifax the refusal is likely due to Fraud alert on my credit report because I was a victim of the Canadian Government CRB security breech. Are you kidding me, FM??? This is not due to my negligence! How negligent can I be with a credit score of 844??? Really??!!!! I was in the store with photo id that kinda looked like me because, guess what, Freedom Mobile? IT WAS ME!!! Keep taking MY money out of MY credit card to pay for this account which I put in my husband's name because you wouldn't authorize me! Now you tell me I can pay extra to put my account into PRE-payment in order to get it into my name just to make sure my account remains in good standing.... even though payments have come out of MY credit card from the beginning. This is totally MORONIC and completely and utterly UNNACCEPTABLE. It is degrading, unfair and inhumane. PLEASE fix this problem Freedom Mobile. I am one disappointed irate customer!

Their customer service is frustrating to deal with, I called more times than I can recall spent well, for over an hour with a representative and got no satisfaction I have transferred from dept to dept and hung up on more times than I can remember

Customer service at this company is a joke. Everyone you speak to sounds like they are preprogrammed with answers.I got a call from the corporate office but when I tried to get more info I was told the managers are forbidden from contacting their head office

To whom it my concern,



I request that you contact me and settle this matter.



When I first contacted you about what had happened to me. I explained everything to you. I was told that nothing could be done unless I had first filed a police report. I had already filed this report and provided you with the case number. The Toronto Police Detectives has my statement. I have provided you with everything that is available to you. Your lack of following the company’s policies and procedures is what has lead to my loss of identity. Freedom Mobile has played the only active role in my identity theft and have taken no responsibility over allowing this breach. You know that your failure to provide the proper private protection has resulted in a crime against myself. Through your actions our lack of my Coinbase wallet has been compromised with my 3* bitcoin stolen as a direct cause of your own negligence. No one even bothered to contact me in any way what so ever to notify of having my SIM card deactivated and then giving the authorization to create a new SIM card with all my personal private information to a total unknown person. Because of this act of incompetence you gave away the only mean’s possible for someone to get access to my Coinbase self governed wallet that contained my 3 plus bitcoin

The Coinbase wallet can only be accessed by the device holder that has the account phone number on it. No other way. Because you gave my number away you are liable. I have provided you with the details that clearly show that my Coinbase self governed Wallet was accessed by a new device that held my phone number and at the time the access accord the security information was accessed and changed to a different set of unknown non recoverable passcode. Not even Coinbase can access this self governed wallet. I have explained this to you. The police report has my statement. The detective in charge of my case has told me and recorded on her report. The 3 plus bitcoin has been declared a total loss that has no possibility of recovery. You required this statement as I mentioned earlier. You have the Police Detectives note.

All the other institutions that your failure to comply have been more then courteous to me about what was stolen and have help me. They have either recovered the stolen money assets and in the case of the thieve that created a electronic cash card and went on a $4000 buying spree the institution took a write off and deposit the amount of the stolen funds back into my account.

This company has a real problem.

They are just totally incompetent.

To their credit I have to say that I have had one cell-phone connection with them for 3 years now and it has worked flawless.

In November of 2021 I talked with them and I agreed to open 3 more accounts, later on changed to 4.

They could just not get it together. I had many, many verbal and texted chats with them, but nothing. I received a written confirmation by email that my new Simcards had been shipped and the actual Card Serial Numbers were listed. They never arrived. In subsequent conversations they admitted that the cards had never actually been shipped but they could not explain why this happened. They made more promises to check into it. But nothing happened, no cards were ever received. I was unable to switch my accounts from another provider. In early April I sent a long letter to their head office complaining about the poor service and I included copies of the email and the written chats.

It is now 2 months later and I have not received any answer.

This is unbelievable. Not only is the staff incompetent and cannot fill an order, the management is useless and does not care what happens at the bottom.

This is not just disrespectful, it is outright insulting.

So if anybody wants to deal with them, just be careful to check what you are getting into.

I have been a customer with this brand since it's inception as Wind Mobile. I recently had to purchase a new phone as my old one died. Was charged $45 for the pleasure. Shame on me for being a loyal customer.

Limeridge Mall Hamilton service Representative Kathleen is a corporate role model on customer service she went over and beyond helping my Mother In Law with her Cell transferring data from one phone to another IPhone .. she explain every y and help reset her ID to continue with Freedom as a Provider

I am 60 and was proud that there are people out there that was able to make them feel valued and not look down upon with knowledge of technology in todays world

Kathleen thank you for everything

Freedom please find a way to reproduce her we need more wonderful people like Kathleen in the world

Thanks you

I would just like to thank Wadat in the outbound sales office. She went above and beyond to help me with my situation. Thank you so much!!!

Zero Stars -illegally locked phone and refuse to provide unlock code as I have switched service providers. The worst customer service ever.

Terrible service. I activated my SIM card on Saturday and today is Sunday and I still cannot receive any calls or text. They have raised a ticket and the issue still haven’t not been fixed. Terrible customer services. I’m very disappointed with freedom and definitely will not recommend freedom to anyone.