Freedom Mobile

Tried to acquire an account number from both the store in the mall and Customer Service to port a number to a different carrier. The mall store would not help.and actually what they did do is tell me to google the Customer Service number because they could not remember it. After I told them this was really poor service, they told me my attitude was poor and they were going to hang up on me. When did we get to a place in society where criticism or feedback can't be received, but then turn it around on a Customer and threaten to hang up on them? On top of that, Customer Service played games on the phone too after I asked for the account number.

This was the short version of the story. Probably one of the most unprofessional companies I have ever encountered. Took a while, but I said goodbye to Freedom today. Funny name, this company. Stay far away.

Kali was super helpful with switching my provider to Freedom! They were very knowledgeable and kind when I asked every question in the book! I highly recommend this spot & will be sharing with my family! 10/10 services

Thrilled to have Kali help me with updating my cell. She has thorough knowledge of the phones and plans. She answers questions clearly and patiently. She ensures she knows what the customer wants and needs in a cell phone before guiding them to appropriate choices. Kali demonstrates exemplary client rapport.

Upgraded my phone with Monty’s help- he went above and beyond helping me sort out my phone issues.
The whole team is kind and welcoming (Monty, Adam, Jill- thank you!)

I went in last night with a frozen phone. The manager and another service person (Kyle and Monty?) were extremely helpful and very pleasant. Since I was up for a new phone, I chose to go that route. I would highly recommend this store. Thank you, gentlemen, for making the whole process stress free

Hi

I cannot recall the last time I went online to write a complaint but this is worth saying to others as my 2 daughters were affected by this during the Xmas season boxing day specials.

I called Freedom Mobile Dec 26th 2022 and I asked the representative what type of boxing day specials are available, we have been customers for more than 12 years. We now have 5 mobile plans on the Freedom network i.e. 2 teenage daughters, my spouse, myself and also my mother inlaw

My teenage daughters are Iphone users and excited about updating their 4 and 5 year old iphones, my spouse and I prefer android phones and i needed to update my Samsung Galaxy A8 which is 5 years old.

The representative on Monday Dec 26th 2022 advised that for myself I was eligible to obtain a Google pixel 7 for $0.0 extra /monthly for 24 months and if I wanted to keep the phone after 24 months I would need to pay $360.00. I asked what boxing day specials are available for my 2 daughters plans and he said they can get the iphone 14 for $10 extra/month and after 24 months they would need to pay approx $360.00 to keep their Iphone.

I asked the rep how long these specials are for (we were visiting family in Montreal) he said no rush, the specials will stay like into the month of January 2023 (this did not happen). I told him my family and I will visit the Freedom Mobile location in Kingston on our way back to Toronto on Dec 27th to obtain the 3 phones mentioned above. He said, great to hear that.

When we arrived at the Kingston store the woman at Freedom Mobile (Kali H) advised my family that only my phone plan was eligible for the phone specials, but not my daughters plans. You can imagine our teengers huge disappointed as they were ready to hand me the $10/month fee plus the approx $360 after 24 months for the iphone 14 models.

We ended up purchasing 1 iPhone 14 and I handed it to my youngest daughter. My oldest however remains with her 5 year old iphone, and I remain with my 5 year old A8 samsung, both phones are on their last legs. Kali H suggested I call Freedom customer service to see what they can do.

Also my spouse wanted to purchase her 80 year old mother a Freedom mobile $19/month plan boxing day special, so we did that and Kali H said if we placed my mother inlaw on our Family billing we could save an extra $5 dollars a month so we asked if that would reduce the plan to $14/month and she said yes. However when she went to finalize the invoicing she did not know why the system would not accept the $5 dollar discount but that we could bring that up by calling Freedom customer care. We were in a hurry to get back to Toronto so we accepted the $19/month plan and left Kingston for Toronto.

We called Freedom Mobile and escalated the above issues approx 3-4 times, the managers called us back and offered a credit of $10 a month for 4 months and the last manager offered a credit of $10 x 6 months if we purchased an Iphone at their current pricing. The offers were ridiculous. I have not heard back in approximately 3 weeks. They claim that someone will contact me back, we continue to wait for someone to call us back. The case # is C79426487.

We spend over $200 monthly on our plans with Freedom Mobile. We have supported Freedom Mobile since the beginning in 2010, even when I had to place my phone on the window sill to obtain 1 bar of reception. I am considering looking for another provider for the other 4 people on our Freedom mobile plan and myself once the 24 months is up on the iphone 14 we purchased. I hope Freedom Mobile will resolve this honorably and apologize for not getting back to us for the past 3 weeks after many phone calls we made. Everyone in our family is disappointed with Freedom Mobile at this time.

Jill at the Cataraqui mall store went way above and far beyond for my dad. He elderly and is very hard of hearing. She work with me and my sister on the phone (neither of us live in Kingston) while helping my dad get a new phone and onto a new line. So kind and generous with her time. Patient with explaining things in a way my dad could understand. Just amazing customer service!

Thank you Lauren for the excellent friendly customer service at the Cat Centre.
Went in for a specific plan and left with more than expected. Not more costs but a better plan and a new phone.
Everything was explained clearly and verified that it was correct.
Thanks for the smiles and service provided.
There are not enough employees around Kingston that make the effort for their customers.

I've been a Wind/freedom customer since they came to Kingston and I've been very happy with the overall services.

I couldn't write this review just after my experience in this location. All the credits to Adam and Kali in this store. I visited this store just before the closing. Still, Adam helped with my phone problems even though he didn't have to. I found him the most knowledgeable and helpful person. He was able to solve all my problems and really saved my day, and my phone! I really hope they will be recognized for the great work they are doing. Really appreciate all their help.