Freedom Mobile review: Poor customer service and lack of communication

I am writing to formally express my dissatisfaction with the customer service I received at your Uptown Mall branch in Victoria, BC, on Saturday, July 12, 2025. I visited the store to change my cell phone plan and to request home internet service. Unfortunately, the experience was frustrating and disappointing due to the unprofessional conduct and lack of clear communication from the representative who assisted me.

The staff member was not responsive to my questions and failed to provide accurate or complete information regarding the internet service setup. Specifically, I was not informed that the modem would be shipped via Purolator, nor that a technician would be scheduled to connect the internet line after the modem's arrival. This critical omission led to a missed delivery, as I had just moved into a new residence and my name was not yet listed on the buzzer. Had I known about the delivery method, I could have arranged for the modem to be sent to my workplace instead.

This oversight has caused significant inconvenience, particularly because my son relies on a stable internet connection for his online college classes. To make matters worse, Purolator’s customer service is difficult to reach, offering only a virtual assistant, which has made it nearly impossible to reschedule or track the delivery effectively.

All of this could have been avoided with proper communication and professionalism from your staff. I hope you will take this matter seriously and ensure that your team is better trained to provide complete and accurate information to customers in the future.