worst customer service from Fido

[mo2012]

Today, we received the worst customer service from Fido. After getting transferred and retransferred and aggressive behavior from Fido customer service, we were forced to cancel our Account with Fido.

I previously had bad experience with Fido customer care and moved my service to Rogers. Although they have higher prices, they have polite and knowledgeable customer service. I had to get a second cell phone for my wife for emergency and got the Fido plan for 16.95. We barely use that phone. When we visited US, I made sure data roaming was turned off on both phones. Somehow my wife’s phone was connected to the internet and there was a charge for 255 dollars for 25 mb download.

We were told that Fido customer care will launch an investigation and call us in a week. We never got a call back in 3 weeks. When we called back, we were told that they cannot do anything about it and said they will report my wife to the credit bureau if the balance was not paid. They dropped the call in the middle after I pad a portion of it with my credit card. We still decided to keep the service with Fido. After we called back again, we spoke to Hetal, she was very rude. I requested her to transfer my call to another agent and she very rudely replied that we will have to call back again and she cannot transfer.

We called back again and spoke to Mike, who did not really understand what was going on and then transferred to James who said he cannot do anything for us. I explained the situation about Hetal and requested that we want to cancel the account as we cannot take this kind of behavior any more. James, reversed a 50 dollar credit that was applied earlier and charged for another month and said now the account will be cancelled in November.

I have had bad customer service before, but this was the worst of all. Fido is taking our hard earned money and providing the worst customer experience.

Just wanted to share my experience.

[TamKol]

AWFUL CUSTOMER SERVICE

FIDO AND ROGERS HAVE THE WORST CUSTOMER SERVICE DEPARTMENT I HAVE EVER SPOKEN TO. TRAIN YOUR AGENTS SO THEY DONT MAKE EMPTY PROMISES AND OFFERS. I CANT WAIT TO FINISH MY CONTRACT WITH FIDO SO I NEVER EVER GIVE YOU MY BUSINESS AGAIN. WHO DO I SPEAK TO ABOUT MAKING A COMPLAINT?? ENOUGH IS ENOUGH WITH YOUR POOR SERVICE

[FidoChristina]

Hey @TamKol

Oh no i'm sorry to learn that! That's defintiely not the kind of experience we want you to have! I'll send you a PM so we can work this out together

[FidoStephane]

Hi there mo2012,

I'm very sorry to learn of your negative experience.

Your feedback will be forwarded to the agent's supervisor for coaching purposes. 

I assure you we do not promote or accept such behavior. 

[jebrail]

I am a Fido loyal customer. I am with fido since 2010. I have 4 lines under my name for myself and dependants. I have basic monthly plans I called today to go with the $35 300 MB data and 300 minutes. I also told them why my voice mail has only three voice messages only for three days. The agent told me this is what we have and you need to pay extra $5. I told the agent koodo is providing the same package but $10 messages. Agent told me I can not do anything and would transfer you to other department that may offer you something. Oddly enough, agent transfered me to cancellation dept and it was a terrible experience as they did not know what to do. First they went to koodo's website to check, then told me they did not show any information on their website about voice mail!. Wasted 45 minutes and the lady told me if you like to cancel, you will be charged what is left for the month prorated. This is the first time that I encountered such a terrible customer service. I am thinking seriously to move to koodo as my husband is with them and he is very happy with theier level of service.

[FidoKenny]

Hey jebrail and welcome to the Community.

We certainly don't want to see you leave.

I have to point out that we don't match price with other providers.

I also want to make sure that everything was offered on our end in order fo you to keep your services.

I'm sending you a PM to get this looked into.

Talk to you soon

[jebrail]

Hi FidoKennedy. Thanks for the reply. Not sure what did you mean by PM you. Would you please explain?

Thanks.

Jebrail

[FidoKenny]

Hey Jebrail.

I took care of sending you a private message to verify your options with you.

By going on your profile, you should have received a message from  me on in your inbox.

[jebrail]

Hi FidoKenndy. I filled up the authentication form. Please advise what is the next step. Thanks.

[FidoMegan]

Thanks jebrail! 

We'll reply to you by PM.