Calls from Equinox on Behalf of Fido

Reply
I'm a Participant Level 1 ashya24
I'm a Participant Level 1

Calls from Equinox on Behalf of Fido

I have been getting insistent calls from an "unavailable" number, 2-3 times per day. Finally I gave in and answered the call. It was a lady from a telemarketing company Equinox, calling on behalf of Fido. She called out my number and told me that she was calling in relation to long distance charges on my recent bills. I tried to stop her mid script but she didn't seem to understand that I wished to speak. When she finally stopped I asked again where she was calling from, I then proceeded to ask "have Fido shared my number and details with a 3rd party"... The lady replied "Yes". I then asked "have Fido shared with you also details of my call charges and to which countries I have been making long distance calls" .To which the lady replied yet again "Yes".  I kindly told this lady that I no longer wish to be on their calling list and she told me that it was not possible to remove me from the list but she would put a note on my account.

 

Can somebody please explain to me HOW it is possibly legal for Fido to disclose not only my Cell Phone number and name but ALSO my actual usage details to a 3rd Party?????

 

This is not the first time that I have had grievances with Fido and funnily enough I don't believe that it will be the last time either. I have 3 month left before I can cancel my contract with them and believe me I am counting the days!!!!

Accepted Solution

Re: Calls from Equinox on Behalf of Fido

Hello ashya24,

 

I first of all wish to apologize for this unpleasant experience. I am also very sorry to learn that you are considering canceling your Fido services.

 

Equinox is a company working for us. They are a telemarketing company which calls our customers to offer them promotions related to their accounts. To be able to apply such promotions, they require full access to your account.

 

I wish to assure you that we would never disclose your personal information to untrusted sources. As mentioned in our Privacy Policy, point number 7:

 

"Fido shares information with other Fido related companies, including the Rogers companies, in order to offer customers products and services that they may find attractive. Notices on sharing information are contained on Fido’s invoice and on fido.ca. If customers do not want to be marketed with these products and services, they can contact Fido at 1-888-481-3436."

 

I sincerely hope that this answers your inquiry and invite you to contact us either by chat, e-mail or phone if you which to be taken off our marketing list.

 

Please let me know if you have any questions.

View solution in context
Flag this to a Moderator
Message 1 of 14
23,610 Views
Former Moderator FidoJudhy
Former Moderator
Solution

Re: Calls from Equinox on Behalf of Fido

Hello ashya24,

 

I first of all wish to apologize for this unpleasant experience. I am also very sorry to learn that you are considering canceling your Fido services.

 

Equinox is a company working for us. They are a telemarketing company which calls our customers to offer them promotions related to their accounts. To be able to apply such promotions, they require full access to your account.

 

I wish to assure you that we would never disclose your personal information to untrusted sources. As mentioned in our Privacy Policy, point number 7:

 

"Fido shares information with other Fido related companies, including the Rogers companies, in order to offer customers products and services that they may find attractive. Notices on sharing information are contained on Fido’s invoice and on fido.ca. If customers do not want to be marketed with these products and services, they can contact Fido at 1-888-481-3436."

 

I sincerely hope that this answers your inquiry and invite you to contact us either by chat, e-mail or phone if you which to be taken off our marketing list.

 

Please let me know if you have any questions.



Flag this to a Moderator
Message 2 of 14
22,649 Views
I'm Helpful Level 1
I'm Helpful Level 1

Re: Calls from Equinox on Behalf of Fido

I might suggest people read up on PIPEDA and what is requires of companies. Companies are not permitted to be overly vague as to whom customer data will be shared with and how it will be used.

 

 

 

Commissioner's Findings

Issued October 16, 2002

Jurisdiction: As of January 1, 2001, the Personal Information Protection and Electronic Documents Act (the Act) applies to any federal work, undertaking, or business. The Commissioner has jurisdiction in this case because a bank is a federal work, undertaking, or business, as defined in the Act.

Application: Principle 4.3 states that the knowledge and consent of the individual are required for the collection, use or disclosure of personal information, except where inappropriate. Principle 4.3.2 stresses that knowledge is required as well as consent and states that organizations must make a reasonable effort to ensure that the individual is advised of the purposes for which the information will be used. It further stipulates that, for consent to be meaningful, the purposes must be stated in such a manner that the individual can reasonably understand how the information will be used or disclosed. Principle 4.3.3 states that an organization must not, as a condition of the supply of a product or service, require an individual to consent to the collection, use or disclosure of information beyond that required to fulfil the explicitly specified and legitimate purposes. Principle 4.3.5 states that, in obtaining consent, the reasonable expectations of the individual are relevant. Section 5(3) states that an organization may collect, use or disclose personal information only for the purposes that a reasonable person would consider appropriate in the circumstances.

 

 

Flag this to a Moderator
Message 3 of 14
22,644 Views
I'm Helpful Level 1
I'm Helpful Level 1

Re: Calls from Equinox on Behalf of Fido

Sorry, forgot the link for that quote. From Government of Canada site:

 

http://www.priv.gc.ca/cf-dc/2002/cf-dc_021016_1_e.cfm

Flag this to a Moderator
Message 4 of 14
22,644 Views
Community Specialist
Community Specialist

Re: Calls from Equinox on Behalf of Fido

Rest assured Fido’s practices are in accordance with all federal and provincial laws and regulations.

 

For more information please review our Privacy Policy,

 

Should you wish to be removed from our marketing list, please contact our Solution Center at 1888 481-3436.



Flag this to a Moderator
Message 5 of 14
22,617 Views
I'm a Participant Level 2 Sigma-6
I'm a Participant Level 2

Re: Calls from Equinox on Behalf of Fido

Stephane, just to be frank,

 

I don't think the problem Fido customers are having with this particular company is related to whether their behaviour is in accordance with the law, it's about whether they are a persistent nuisance, and their practices smack of inconsideration on the part of Fido. Perhaps it would be helpful to think of this with a domestic analogy; if one of my friends called me this frequently, for any reason but an absolute emergency, and made it this difficult for me to get them to stop, I would seriously consider no longer remaining friends with them. I am (as most people are, I hope) much more attached to my friends than my telecommunicatons providers. 

 

This is precisely the sort of thing Fido should be considering when trying to decide what partners and practices they employ, and not simply 'legality'. I am sure you are sorry that I have been inconvenienced, but that is hardly in the spirit of the problem.  A quick Google search for 'Fido Equinox'  will show you (and hopefully, the marketing department of the company proper) that the spirit of this campaign is affecting customer satisfaction much more negatively than its relative legality.

 

For my part, I have now finally jumped through all the requisite loops to stop this nuisance (which amounted to calls at all times of the day and night, including weekends, some as frequent as six times a day), but I certainly feel for others who are not as able to figure out what is required to make this stop. I almost considered leaving Fido over this, and I imagine others will not be so persistent about solving this problem for themselves.

 

Thanks for listening.

Flag this to a Moderator
Message 6 of 14
22,522 Views
I'm a Participant Level 1 LJ1743
I'm a Participant Level 1

Re: Calls from Equinox on Behalf of Fido

 

I have been called numerous times from Equinox in regards to your telemarketing offers. I have also called Fido to be taken off your calling list for such offers only to be put back on it and to be called back by Equinox again.

 

When I have called the Fido person either the say they are part of our company Fido or no we hire them to do our marketing for us.

 

What I want to know where is it in my contract that has allowed you to sell my client information to a 3rd party? that you don't obviously own only to be lied to by your own call centre to say that you do when the honest ones say that you don't

 

My contract is with FIDO not with Equinox, if FIDO wants to call me in regards with offers and promotions no problem. After already being a victim of identity theft and finding out that you are selling my client information to 3rd party why would I continue being a client of Fido or even anyone, after you blantently keep putting me back on this list.

 

At this point I most inclinced to be writing the Better Business Bureau to complain and/or the Ministry of Consumer Sevices.

 

 

 

Flag this to a Moderator
Message 7 of 14
21,491 Views
Former Moderator FidoJudhy
Former Moderator

Re: Calls from Equinox on Behalf of Fido

Hey LJ1743!

I wish to clarify that although Equinox is not Fido, they do work for us for telemarketing purposes.

As mentioned in our Privacy Policy, point number 7:

"Fido shares information with other Fido related companies, including the Rogers companies, in order to offer customers products and services that they may find attractive. Notices on sharing information are contained on Fido’s invoice and on fido.ca. If customers do not want to be marketed with these products and services, they can contact Fido at 1-888-481-3436."

In this specific situation, Equinox counts as a Fido related company. You may contact us to be removed from our telemarketing lists, or you may register yourself to the National Do Not Call List here:

https://www.lnnte-dncl.gc.ca/insnum-regnum-eng

I do hope that this clarifies.

 

-------------------------------------------------------------------

 

EDIT: I would like to add that the registration to the Do Not Call List only prevents telemarketing calls from companies that someone does not already have an existing business relationship with. So, since you are in business with Fido, it will not prevent calls from Equinox, but it will stop calls from telemarketers other than those who work for us.

 

For the calls from Equinox to stop, you really have to contact us via chat / e-mail / phone, and the request will be effective within 30 days.



Flag this to a Moderator
Message 8 of 14
21,393 Views
I'm a Participant Level 1 cymba
I'm a Participant Level 1

Re: Calls from Equinox on Behalf of Fido

I wish to make a statement that Equinox service (telemarking) is the worst thing that Fido could do and because of them I nearly jumped ship after being a loyal customers since 2005! They "sold" me a free iPhone with my Fido points for a phone that was that discontinued. They then cancelled the order without advising me (since no more in stock and model discontinued). However they never called me to tell me that it was cancelled. They also did not reverse my used Fido dollars nor did they cancel my contract for the iPhone5 I never got!! I then called 611 who told me to go to a Fido dealer which I did (Fairview - very nice and the first efficient person I talked to) who tried to reverse and cancel all. I then got a bill and I was still being charged despite request. I have now spent an hour with Fido customer service who finally (I hope) have reversed and fixed all.

The total number of hours and grief are huge and I am still angry at Equinox.

I truly would strongly recommend that Fido change business partners!!! Equinox sell stuff for many companies, they make a quick buck, and if Fido loses all its customers, they don't care - they have no incentive to treat you properly since they have made their money and Fido is stuck with the mess. I came very close to changing for another provider.

Until I am convinced that Fido does not deal with Equinox anymore, I will not be confident that staying will the right choice.
Fido spend millions for publicity, its a huge investment, competition is very strong and then they outsource to customer who steal you by doing a quick sell, cancel, never credit or advise you, and leave you with a mess to deal with - and in many cases I am sure customers just leave and go else where.

This is a bad business decision on Fido's part to deal with Equinox!! Until I am convinced that someone higher up in Fido management are addressing this I will have my doubts.

Flag this to a Moderator
Message 9 of 14
19,761 Views
Former Moderator FidoAmandaH
Former Moderator

Re: Calls from Equinox on Behalf of Fido

Hi Cymba,

 

Thank you for taking the time to tell us how you felt about your Equinox experience. I will have this message forwarded to the appropriate department in hopes to bring improvement for all our users' experience.

 

Click on the thumbs up image description of the photo to like a post or a fellow member of the community.

And don't forget to click Accept as Solution in the options drop-down menu once you've received the answer you were looking for; it'll help our community grow stronger.



Flag this to a Moderator
Message 10 of 14
19,713 Views
I'm a Contributor Level 1 fattymatty
I'm a Contributor Level 1

Re: Calls from Equinox on Behalf of Fido

I totally agree with all the opinions here regarding the completely annoying calls from Equinox. They are driving me nuts!!

They keep calling over and over, and I try to tell them I am not interested and they keep going and going.

Today they were trying to sell me on getting a data plan for a 3G iPad, even though I repeated told him I don't even own one.

He would just say, "if" you get one, you will already have a data plan.. at this great promotion!

Clearly, they are on a commission basis and are trying to sell anything, even if its completely useless to the customer.

I understand using a 3rd party to telemarket (in theory at least, although I must admit I personally hate it) but the fact Fido would choose a clearly terrible company who purely want a sale. Its terrible not set limits on how often they can call, and not ensure they still only try to offer useful products for their customers. It really shows how little Fido must value us as customers.

 

 

Flag this to a Moderator
Message 11 of 14
1,793 Views
I'm a Participant Level 1 Gavin123
I'm a Participant Level 1

Re: Calls from Equinox on Behalf of Fido

I agreed to purchase a phone from Equinox on Dec. 30th, 2013.  They gave me the price, confirmed my plan, and other legal items.  The phone was to be shipped that week as it was in stock.  One week went by so I called Fido.  The Fido rep said it is with the Validations Dept and ensured me I would get it January 13th.  Well, today is January 13th and no phone.  I contacted Fido today and asked for the shipping details.  The Fido rep let me know the phone was not ordered as I can't have a blackberry plan and move to an iphone with my current plan, this is after 2 follow ups and 2 weeks of waiting.  The reason why I bought the phone was the Equinox rep said I could get an iphone 5c  with my existing plan.  Now Fido tells me I have to pay them $200 more before tax.  Can you see why I am frustrated?   Equinox told me the price, I agreed..  Both Fido and Equinox said they would send and nothing...

 

I think I would of been fine if someone called me to tell me that I would not be getting a phone and they made a mistake... Maybe the Fido Validations Dept could step up since they do not care about their customers.  

 

Until today, I raved about Fido.  Now I would not recommend at all.  I do not trust these two companies and I am affraid that they pull this scheme on others.  

 

 

Flag this to a Moderator
Message 12 of 14
1,752 Views
I'm a Participant Level 1 Dupin
I'm a Participant Level 1

Re: Calls from Equinox on Behalf of Fido

Got a call from them (Equinox) today, trying to sell me c r a p p y phones that I'm not needing.

When I need one, rest assure, I'll go buy one by myself.

 

First THEY call me. Then they ask me to confirm with personal questions that I'm the account holder... Hung up.

 

Let me stress this, if YOU are going to call me, then don't ask me to prove who I am!

 

Anyway, I blocked them right from my phone preferences.

Flag this to a Moderator
Message 13 of 14
1,509 Views
I'm a Participant Level 1 Fido8216
I'm a Participant Level 1

Re: Calls from Equinox on Behalf of Fido

I'm glad I never gave in to answer this call. Every single day calling me and not leaving a message and I'm busy working full time. I don't need telemarketing or selling me a new phone thank you very much. It's on my auto-reject list now on my phone. Just so annoying.

Flag this to a Moderator
Message 14 of 14
1,146 Views