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How to Log a Formal Complaint

I'm a participant level 2
I'm a participant level 2

Signed with Fido internet Nov 16, 2020 as was told that had a $37.50 promotion. After a day without service given a loaner modem.....long story, tears, phone calls and 4 modems and attaching a router we have internet. Was told by customer solution specialist that due to the 5 days in total down time we would have charges reversed on first invoice. Received 4 invoices one per modem (whether working or not). The fourth for the working modem was for $83.19.

Trying to get assistance over the phone failed get mobile and they can't help so they transfer me wait and wait then disconnected TWICE. Tried using Jack the virtual assistant. After an hour get a rep he says my name is wrong and he can't talk to me as I am not authorized. Explain that my is xxxx but I use a nickname xxx. He sends a form. I fill it out. 3 hours later I am still connected but no response. 

Try again start at 11:49 wait patiently and am finally chatting with live agent. Explain story she says I need to fill out form. Filled out and sent back. She said there was an error and she resends but all I get is an error message. We do this 3 more times and she says I need to start another chat and hangs up.


Really? I cannot go through this again. No customers need to be treated like this. I just want to speak with a creditable person who can fix this.


Please advise how I can make this issue known so that others need not go through the hell we have been experiencing.


Former Moderator
Former Moderator

Hey there @Kpro 


I'm sorry to hear about the recent experience you had to go through to try to resolve your situation. I can assure you that this is not the kind of service we wish to offer.


We'd be happy to review your account and the changes made in order to get to the bottom this. I'll be sending you a PM to get started, and hopefully we can turn your experience around.


Talk to you soon Smiley