If you can’t reach Freedom Mobile’s support team, you’re not alone. The Shaw-owned wireless carrier has announced its call centres are being overwhelmed due to the COVID-19 pandemic.
“Keeping our customers and team members safe, informed and connected is our top priority. Our contact centres are experiencing high call volumes and longer than normal wait times for both phone and chat queues,” explained Freedom Mobile.
“If possible, we recommend you manage your account online by logging into MyAccount or using the MyAccount app.”
Frustrated customers replied to Freedom Mobile on Twitter, with many noting they had to wait far too long to get support.
Tell me about it. It took me almost four hours yesterday on chat to figure out two billing issues.
— Andrew Watkins (@WatkinsAndrewj) March 27, 2020
Have you ever considered letting people upgrade and add lines through your website? That should ease some of the calls and would DEFINITELY help with the mandated social distancing that we all need to do
— Bob Jones (@StickyJonz) March 27, 2020
Any way to reach you guys is horrible. I have no cell service and all I've been told is to wait and see. Somehow how a $10 top up, turned into $30+ being taken out…and still no service
— Johnathan McKing (@kingcojohnno) March 27, 2020
Freedom Mobile says its customer service agents are available daily through online messaging, Facebook Messenger, Twitter or phone.
Freedom Mobile corporate stores have shut down due to COVID-19, except for a few locations deemed as part of an emergency contingent, operating with limited hours. Some Freedom Mobile customers have also been given 2GB of free data during the COVID-19 pandemic to stay connected.