Free mobile Reviews 4,897

Worst customer experience ever with this company. I never received a Sim Card and have been unable to get in touch with them, there is no email adress to customer support, only a french phone number to call giving you a lot of options in french which I dont speak. I cannot get in contact with them and keep having money deducted as it is impossible to unsubscribe the Sim Card (WHICH I DONT EVEN OWN IT WAS NEVER DELIVERED AND HAS NEVER BEEN USED). I'm still being deducted every month while trying to figure out how to cancel this. Thanks free. Please do better.

Free mobile refused to cancel my service for years after I switched to another operator 3 years ago! They continued deducting money from my bank account illegally AFTER cancellation for this whole time. They didn't even take into account letters I sent them by recommended post, which is against their cancellation policy and against the law. Do NOT use Free Mobile, it is such a scam and will steal your money.

Default charge for missing payment by 1 day 29.99... regular bill is 10€. Criminals

They make it near impossibkle to cancel a contract. You cannot do this via yheir website. You have to telephone and navigate through a french call answering service. When you get to a human thy only speaks french and then tell you that department is closed, csll back on Monday (after they have taken another 25 euro). I think the objective is to steal from foreigners.

As an expat in France I should have read reviews before applying for a Free mobile sim card. Long story short they have "automatically" activated my sim card and charged me without telling me (when I was told, when subscribing, that my sim card would only be activated by me). When I contacted them for explanations they said "that's in the contract, read the small print" and if I wanted to cancel my MONTHLY ROLLING contract I had to send a signed letter VIA POST to their main office in Paris...in 2025!!! Also they don't have real app, it's just a link to their user unfriendly website, where you can't check your balance or anything else and it's all in French. So my conclusion is to stay away, there are much better option for mobile providers in France, especially for Expats.

Free has good plans.
Unfortunately it happened to me several times that I receive a message that calls while roaming inside Europe are free, then I get charged. And it is hard to reach customer service to complain and refund.
It also happened that I receive a message that data is free and then I get charged. I would prefer to stop any chargeable service and open it when I need or with an SMS as with other operators.

Gosh I wish I read this before signing up with them, they have now taken 50 euros they should not have and they astonishingly feel they justified in doing so as this is their process.
I upgraded my account on the 19th Feb to the unlimited data forfait after signing up for their Freebox internet (which gives you a discount). I receive an email confirmation and start using the data. I am told that the new forfait doesn't go live for a few days so not only will I be charged for this usage at full whack but I also don't get the Freebox discount until the second month because of this delay. I am meant to be penalised because they do not activate my new forfait for a couple days, but they are billing me for the new forfait from 19th Feb!

Not only this but they seem to have a direct debit system that bounces no matter what I do and they take 10 euros each time. Crazy and robbery. How are these guys in business, clearly only because they offer headline low prices - but they make it up by stealing from you with hidden charges and policies.

Unacceptable service. Adds a late fee for no reason, I tried to cancel the subscription. On the website it says I have to email. I send an email. Nothing. I send them a message on messenger, they say I have to send them an email. Then I tell them I did. Suddenly you can’t send an email you have to call. I don’t speak French I can’t call, they refuse to speak English. Then they can’t cancel it. Worthless, shameful, disgusting

This company is running a scam. They will sell you a sim card at one of their stores, you will use your bank card at a payment terminal. As with the vast majority of one month rolling sim contracts, you will assume the payment for the sim is recurring from the debit card you provided. IT IS NOT. They will send you no prior notification of your upcoming bill, you will miss the payment date. This company will immediately issue a late payment fee of 10 euros. They will tell you it is your fault, they will tell you it is the banks fault. IT IS NOT. This company is evidently selling it's services under false pretense, knowingly and actively scamming it's customer base. Couple this to some of the worst customer service I have ever come across and you have a delicious recipe for fraudulence. Please avoid them.

Horrendous performance from this company, absolutely useless website as well as their phone customer support. They will give you no help at all and instruct you to write a physical letter to their Paris office if you want anything done. They charged me 10€ for “late payment” when It’s coming straight out of my bank account so it’s impossible that this is the case. You are better off getting a messenger pigeon, bisous

Wasn't warned that I was going above the data included in my mobile plan, so have to pay an extra 5 euros without warning. For future cases of the sort, I do not even have an option to block the data usage when I get to that limit...
Also they can't be contacted via online messaging, calls or letters only

The most ridiculous service company in the telecom business, just like all the other French telecom companies. They don't even have ethics to talk to customers. beware of scammers

Had the most terrible experience with the customer service agent at 4322. Extremely rude and unprofessional. Please don’t ever use Free mobile. Disgusting service.

Truly horrible experience
I left France five months ago and have been unable to cancel my telephone number. I was given wholly incorrect information by workers, nobody ever picked up the phone, and I've been paying 10 euro a month for a phone number I'm not using.
Completely aggravating.

What a dreadful company. BUYER BEWARE. never again with free mobile.
I sent back the sim only pays you go within the 14 days by a letter signed for. Yes they stopped the mobile tel no. How ever the 10 fee for the sim postage and
up front 10 euros fee each month was never reimbursed.
Customer service less than usless

never reimbursed to my credit card.

Horrible customer service and if you don’t parle/speak French, they got you!
International bank cards are not going through. They have recommended me to find a friend in France to pay my bill 🤯🤯🤯🤯🤯🤯🤯🤯🤯
Stay away from them!
I spent hours and hours on the phone calling and texting them. Very poor customer service, takes days to reply to your WhatsApp message on the top of the other issues they have. Now they are billing me for the month that I have been trying to cancel my service…😱😱😱😱😱

I tried to cancel my Free mobile( I didn't realise they had signed me up to a plan - not just a one-month sim) as requested - all the documentation was in french!)
I could not find any information on the website - no one in a physical shop would help - said I had to do it on line. The information I was given was to notify them in writing (done) and to send a registered letter (done via a company that specialises in this - cost 8Euro) - this was back in May. I have discovered they have continued to bill me 19.99 Euro each month even after cancelling. So I have now emptied my travelling Wise card and closed the account to stop them! I am not sure how to get my money back now. It truly is an appalling company. Lesson learnt- never pay for a sim card on a card- only use cash!

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...