Review Time
Consistent misleading and contradictory advice from different representatives of the customer service team, leading to me paying the price. I'm really sorry to write another negative review, after submitting my previous scathing review just a few days ago. The problems with Free continue. The customer service team have repeatedly made mistakes, which have cost me money. Today, I saw that my bill was larger than promised. So I call the customer service number, I tell them I just followed the plain, clear advice of their colleague who was on the line the previous day*, what gives? They say "no, I apologise, my colleague was wrong." Yes, as individuals, the customer services have been generally very polite and empathetic with my repeated frustrations, but they are clearly badly run. And then when I want a refund, they say you have to send a letter, there's no number to call. I can't send a letter - I'm leaving France today... it's too late for that. And I doubt they would grant the refund anyway because I tried that the last time they stole my money, and it was flatly refused. They do not care about the customer, only money. Oh well, I have terminated my contract. When I return to France next year, I will not be using Free. Neither should you, unless you enjoy being lied to and robbed. *In short, I cancelled my contract, and the customer service lady clearly said I had to give 10 days notice, and I would be charged pro rata ONLY for these 10 days. No problem, I accept that. But then I was billed for a whole month. Not nice. Okay, it's not a huge loss, maybe 12-15 euros. But it's the fact that this now the second time I lost money unfairly because of either their mistake (in this instance) or, in the previous instance, their harsh application of technicalities without giving any leeway for an innocent mistake I made while abroad, (I didn't turn off my data for 3 days in Morocco, so some of my apps used data in the background without me realising), costing me 60 euros, which they of course refused to refund, because technically it was my fault. That's not ethical business practise...
Consistent misleading and contradictory advice from different representatives of the customer service team, leading to me paying the price. I'm really sorry to write another negative review, after submitting my previous scathing review just a few days ago. The problems with Free continue. The customer service team have repeatedly made mistakes, which have cost me money. Today, I saw that my bill was larger than promised. So I call the customer service number, I tell them I just followed the plain, clear advice of their colleague who was on the line the previous day*, what gives? They say "no, I apologise, my colleague was wrong." Yes, as individuals, the customer services have been generally very polite and empathetic with my repeated frustrations, but they are clearly badly run. And then when I want a refund, they say you have to send a letter, there's no number to call. I can't send a letter - I'm leaving France today... it's too late for that. And I doubt they would grant the refund anyway because I tried that the last time they stole my money, and it was flatly refused. They do not care about the customer, only money. Oh well, I have terminated my contract. When I return to France next year, I will not be using Free. Neither should you, unless you enjoy being lied to and robbed. *In short, I cancelled my contract, and the customer service lady clearly said I had to give 10 days notice, and I would be charged pro rata ONLY for these 10 days. No problem, I accept that. But then I was billed for a whole month. Not nice. Okay, it's not a huge loss, maybe 12-15 euros. But it's the fact that this now the second time I lost money unfairly because of either their mistake (in this instance) or, in the previous instance, their harsh application of technicalities without giving any leeway for an innocent mistake I made while abroad, (I didn't turn off my data for 3 days in Morocco, so some of my apps used data in the background without me realising), costing me 60 euros, which they of course refused to refund, because technically it was my fault. That's not ethical business practise...
Update: I'm updating my review to 2.5 stars from 0. While I am overall quite disappointed with Free Mobile given my SIM was never delivered, the difficulty in cancelling the subscription, and the way some of the customer service representatives were responding, the customer service advisors I messaged today did manage to give me the full refund and were very quick with their response and resolving the issue, for which I am grateful. Still wouldn't recommend the company, but I will not bash the employees that were indeed helpful and managed to get the issue resolved. I'm leaving my original impressions below.Original: I would give 0 stars if I could. I ordered a SIM card from Free to my address that was never delivered and my monthly subscription was basically being wasted. I called, emailed, messaged them online through their website over and over again for at least 2 weeks following the date the card was supposed to be delivered, and every time they would give me a different delivery date. One representative even told me to come pick it up at the office for an extra charge of 5 EUR, as if I hadn't already paid for the card they failed to deliver.I had a twisted ankle at that time, I told them I physically could not move and go all the way to their office just for a SIM card that was supposed to be delivered to me. I tried to cancel my subscription and ask for a refund for days of non stop back and forth emailing and calling, and they had the audacity to try and upsell me more of their products and services when I was telling them I wished to terminate my subscription due to their unsatisfactory service. Finally they agreed to refund me the full amount of the SIM and the month's subscription, they even confirmed my bank account details were correct... and then they never sent the full refund. I waited two weeks, I even went to their office in person to request from them to refund me in full and all they said was to contact customer support online... So online support tells me to go in person to their office, and from the office they tell me to contact customer support online. What kind of a joke is this?Please, for anyone that's looking into getting a French phone number or just wants to change their provider, avoid FREE MOBILE. I really should have done my research and read reviews, and now I see why they have so many 1-star reviews. The amount of stress and time they have cost me is worth way more than the measly refund they never paid back. Don't put yourself through the same thing.
Update: I'm updating my review to 2.5 stars from 0. While I am overall quite disappointed with Free Mobile given my SIM was never delivered, the difficulty in cancelling the subscription, and the way some of the customer service representatives were responding, the customer service advisors I messaged today did manage to give me the full refund and were very quick with their response and resolving the issue, for which I am grateful. Still wouldn't recommend the company, but I will not bash the employees that were indeed helpful and managed to get the issue resolved. I'm leaving my original impressions below.Original: I would give 0 stars if I could. I ordered a SIM card from Free to my address that was never delivered and my monthly subscription was basically being wasted. I called, emailed, messaged them online through their website over and over again for at least 2 weeks following the date the card was supposed to be delivered, and every time they would give me a different delivery date. One representative even told me to come pick it up at the office for an extra charge of 5 EUR, as if I hadn't already paid for the card they failed to deliver.I had a twisted ankle at that time, I told them I physically could not move and go all the way to their office just for a SIM card that was supposed to be delivered to me. I tried to cancel my subscription and ask for a refund for days of non stop back and forth emailing and calling, and they had the audacity to try and upsell me more of their products and services when I was telling them I wished to terminate my subscription due to their unsatisfactory service. Finally they agreed to refund me the full amount of the SIM and the month's subscription, they even confirmed my bank account details were correct... and then they never sent the full refund. I waited two weeks, I even went to their office in person to request from them to refund me in full and all they said was to contact customer support online... So online support tells me to go in person to their office, and from the office they tell me to contact customer support online. What kind of a joke is this?Please, for anyone that's looking into getting a French phone number or just wants to change their provider, avoid FREE MOBILE. I really should have done my research and read reviews, and now I see why they have so many 1-star reviews. The amount of stress and time they have cost me is worth way more than the measly refund they never paid back. Don't put yourself through the same thing.
What a joke, my sim card stopped working for no apparent reason, i went to the physical store and an employee told me to just get a new one which was 10 euros and then call a number to get a refund, i had to talk to 3 different people bia chat, 3 different calls by phone and they still had not solved it. It really is a waste of time and resources for me as well as for the company. Very inneficient and sneaky way to not give you back just merely 10 euros, of course i gave up cause it's not worth it, what a joke.
What a joke, my sim card stopped working for no apparent reason, i went to the physical store and an employee told me to just get a new one which was 10 euros and then call a number to get a refund, i had to talk to 3 different people bia chat, 3 different calls by phone and they still had not solved it. It really is a waste of time and resources for me as well as for the company. Very inneficient and sneaky way to not give you back just merely 10 euros, of course i gave up cause it's not worth it, what a joke.
Before freemobile was good but now they steal, take advantage of the fact that they have access to your account and take your money the way they want..they are cruel and a thief I regret buy their sim card. My freebox is not even working well but they collect money the way they want. Very useless Internet service
Before freemobile was good but now they steal, take advantage of the fact that they have access to your account and take your money the way they want..they are cruel and a thief I regret buy their sim card. My freebox is not even working well but they collect money the way they want. Very useless Internet service
Vous n'êtes pas justes du tout !!!!!!!!! J'ai contacté le service client via WhatsApp et Nicole a répondu. Je lui ai dit que je quittais la France et que je devais résilier mon abonnement. Il m'a assuré que je n'allais pas être débité ce mois-ci et que je devrais envoyer une lettre, ce que j'ai fait uniquement pour que vous preniez de l'argent sur ma carte hier. J'ai parlé à Anabelle hier 17/06/2024 concernant ma situation et elle m'a dit que mon compte est toujours actif, ce qui signifie que vous allez me déduire de l'argent chaque mois lorsque je ne suis pas dans le pays. C'est juste! S'il vous plait j'ai besoin d'un remboursement des 60€ et des 12,99€ sinon j'irai plus loin. You guys are not fair at all!!!!!!!!!I contacted customer service via WhatsApp and Nicole responded. I told him I was leaving France and had to cancel my subscription. He assured me that I was not going to be charged this month and I should send a letter which I did only for you people to take money from my card yesterday. I spoke to Anabelle yesterday 17/06/2024 concerning my situation and she said my account is still active meaning you are going to deduct money from me every month when I am not in the country. It is fair! Please I need a reimbursement of the €60 and the €12,99 else I will take this further.
Vous n'êtes pas justes du tout !!!!!!!!! J'ai contacté le service client via WhatsApp et Nicole a répondu. Je lui ai dit que je quittais la France et que je devais résilier mon abonnement. Il m'a assuré que je n'allais pas être débité ce mois-ci et que je devrais envoyer une lettre, ce que j'ai fait uniquement pour que vous preniez de l'argent sur ma carte hier. J'ai parlé à Anabelle hier 17/06/2024 concernant ma situation et elle m'a dit que mon compte est toujours actif, ce qui signifie que vous allez me déduire de l'argent chaque mois lorsque je ne suis pas dans le pays. C'est juste! S'il vous plait j'ai besoin d'un remboursement des 60€ et des 12,99€ sinon j'irai plus loin. You guys are not fair at all!!!!!!!!!I contacted customer service via WhatsApp and Nicole responded. I told him I was leaving France and had to cancel my subscription. He assured me that I was not going to be charged this month and I should send a letter which I did only for you people to take money from my card yesterday. I spoke to Anabelle yesterday 17/06/2024 concerning my situation and she said my account is still active meaning you are going to deduct money from me every month when I am not in the country. It is fair! Please I need a reimbursement of the €60 and the €12,99 else I will take this further.
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Fondé en 2012 par Xavier Niel, Free mobile est un opérateur Mobile qui se distingue par ses offres simples et accessibles. Opérateur innovant, Free a révolutionné le marché en redonnant du pouvoir d’achat aux consommateurs et libérant les usages.
🚀 Notre mission : démocratiser l’accès à Internet et les usages mobiles en offrant le meilleur de la technologie à un prix accessible.
🚀 Nos valeurs : innovation, trublion, consumériste, simple
🚀 Notre positionnement : offrir des offres simples, généreuses et innovantes
🥇Free propose aujourd’hui le plus grand réseau mobile 5G en France en nombre de sites et inclut la 5G dans son Forfait Free pour le même prix et toujours sans engagement.See more
