⭐☆☆☆☆ 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.
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