Unreturned modem charge

[kaden_vh19]

Hi, when I moved cities I had my services transferred to my new address but didn't receive any info on returning the old modem. I later spoke to an agent who told me they could send me a shipping label or could return it to a Fido location. I brought it into a Fido at White Oaks mall in London and they told me they couldn't accept it because the account number it was tied to hasn't been canceled. When I transferred services my internet account number stayed the same so I'm not sure if that's why there were saying the account was still active and therefore they wouldn't accept the return. I ended up opting to ship it back with a shipping label but the next day still received a charge for $250 on my account. 

[FidoKenny]

Hello @kaden_vh19 and welcome to the Community.

This is not the experience we want for any of our customers. To make sure everything is resolved on your account, we will need to have accesss to your information.

You can easily find the ways to reach us here.