Being charged for a returned modem

[shiangli]

I'm being charged $249.95 + tax on a modem I already returned.

When I asked customer service to reverse it, they said they'd need to investigate it. I spent 2 hours on live chat trying to understand what this investigation is about, what the outcomes can be. They said they cannot promise me anything and that I may still be charged. That's not acceptable. I need the charge removed from my account immediately.

[FidoPierre]

Hey @shiangli, 

Welcome to the Fido Community.

When a package containing a modem is returned in stores or at our warehouses, it is received, triaged, opened and inspected by our teams. Once this is done, it's registered as a confirmed equipment return. 

If our support teams have opened an investigation for these charges it would mean that they'll be closely analyzing each step mentioned above to find the modem and register it as returned.

Once it is confirmed as returned, the charges would automatically be credited to your account. They will also be following up with you to confirm the status of this investigation once completed.