Tricked..lost 10% discount for additional lines on both lines

[vyeoh]

Third time writing this post... keeps getting pulled off the forums.

Upgraded plans that were offered by online rep to 2 of my lines, 1 on contract and the other not on contract.

I lost my 10% discount to both lines after I updated my plans but was not told I would lose my discount at all! In fact I asked if I would keep my discount both times and was given the answer 'yes, that is correct'

I'm lost for words.. I still have 3 lines under one account but no longer have the 10% discount for additional lines.

guess they only treat new customers better than long time customers. maybe it's time to move on..

[vyeoh]

Hey @vyeoh!

If you got a plan that is not eligible for the 10% discount, we will need to remove it as it's not compatible. There's no way for us to add the discount manually.

We do value long time customers and the same rules apply for them too.

Since we're already talking in PM, we can continue our conversation from there.

[kludor]

I have 3 lines: recently accepted an over the phone promo offer (I was calling for a billing error) for one of them, and specifically asked if the new plan will get the 10% multiline discount, and after the person VERIFIED, I was told that YES, it will continue to qualify.

Surprise, first bill came with 10% discount on only two of the lines, not on the one with the new plan.

I called CSR, and was told that the promo offer is better then the "in market" plans, and does not qualify for multiline discount.

 I asked them to listen to the recording of my phone conversation when I accepted the change. CSR agreed, and said they are not able to do it, but are making a note on my account, and a supervisor will have to listen to the recording, and they'll call me back. And if I'm right, they will apply the multiline discount to the new plan also.

A month passed, heard nothing from them since! New bill, same story: discount only on two lines.

I guess it's all about dimes at FIDO....

[FidoRanya]

Hey @kludor , 

Thanks for reaching out about this! I'm sorry to hear about your experience, it's definitely not how we want you to feel! 

Some of our plans are not compatible with the 10% discount that is correct, I apologize for the misinformation you received!  I'll send you a PM so we can look into this .

Talk to you soon!

[kludor]

Tank you Ranya for trying to clear this out for me.

I had replied to your PM.

[FidoRanya]

It's a pleasure, we'll talk soon @kludor ! 

[andresley20]

This happened to me as well; very frustrating.

[FidoTerry · Accepted solution]

Hey @vyeoh!

If you got a plan that is not eligible for the 10% discount, we will need to remove it as it's not compatible. There's no way for us to add the discount manually.

We do value long time customers and the same rules apply for them too.

Since we're already talking in PM, we can continue our conversation from there.