$15 dollar discount

[Rags1]

I have a $50 plan with a $15 dollar discount so $35 a month. 

Signed up for service on November 15th. The first invoice/bill is until the middle of January which is fine. But what's not fine is not putting the full $15 dollar discount on until my January 15th to February 16th bill. I would not recommend Fido to anyone for this. It's absurd and wrong on so many levels.  For example my second bill from Dec 15th to January 16th is $42.60 plus taxes not $35 plus taxes like it's supposed to be. What a dishonest way of doing business. I have to wait for my 3rd bill. 

[darknight37]

i also had the same issue, instead of charging me each month with the discount, they slap me on the first bill with 2 month and only with 1 discount split into the two month...

The math becomes like this:

$55 + $55 - 25(discount) = $85 + tax = $96

should have been like this:
$55 - 25 (discount) = $30 + tax x 2= $68

they say the next bill will be back to $30 + tax for the next 14 months...

[Rags1]

That's exactly what they do! But it's not right and it should be illegal. Because they promised $15 off per month per Bill. Their excuse was and it is so terrible. Well we only give a total of $15 per invoice so they snuck  2 bills on there. Disgusting and misleading.  

[BobC83]

Don't worry, it is illegal, as per the CRTC wireless code.

One of the things my business law prof taught me was that many businesses, like gyms (but not necessarily Fido - I have no information one way or another) will behave in ways that they know are illegal. They gamble that their customers either won't know or enforce their rights. As long as only the odd customer catches them, it's worth it. They also know that regulators are generally too understaffed and overworked to look over their shoulder.

This is why it's always helpful to go to the government's consumer protection websites (starting with your provincial ministry) and learn your rights, obligations and recourse rather than assume that a company is being adequately regulated. For further clarity, I'm not necessarily saying Fido is amongst them or not.

[Kobra]

I also ordered the $65 plan (50gb) with $20 a month off for 24 months.  However my first bill came in and it only gave me $14.42 credit and not the $20 I was expecting. Any explanation would be great. Thanks

[Rags1]

It could be for a partial month of service, but that was not the case with me. They gave me some stupid line that you can only get a maximum of a $15 discount for invoice but they snuck 2 bills on there. That was their justification they eventually did the right thing but it's very disgusting of them. Your bill might be prorated. I don't know. I doubt it because this company is really shady. And they had the audacity to say you only get $15 per invoice. Well there's two bills on it I want $15 per bill like I was promised just like you were promised as well. 

[Ben62]

Since I cannot reach customer service still, I will try another way.  
How to Make a Complaint About Your Telephone Service | CRTC

Thanks for all the trouble Fido and Happy new year!

[Vien1]

Agreed No more your action, I have tried hard but not able to hold any CS for answer. Today I was successfully connect to one of the agent Ashley, but then hold for more than 2 hours from her, she was in and out my chat, asked me what I need help, after I told the wrong billing and least the details, she gave me a new excuse which is technical issue at her side not able to open my invoice to look at details!!! Insane!!!! Then she transfer me to other agent, after a while my line got cut off! Holy CS and holy company! Wasting time to deal with them. Should complain to this suck! 

[Ben62]

Got an email from Rogers President Office they have credited my account back.

TOTAL BALANCE

credit balance of $112.69

[BobC83]

How long was the turnaround from CCTS complaint to getting your credit? Asking for some friends...

[Ben62]

There’s something wrong on my mobile phone bill.

That’s not good.

If you can’t resolve the issue with your service provider, you need to make a complaint to the Commission for Complaints for Telecom-television Services (CCTS) Footnote1. They are mandated to resolve (if necessary) these types of consumer and small business complaints.

You can contact the CCTS:

• Toll free: 1-888-221-1687
• Online at: http://www.ccts-cprst.ca
• Email: response@ccts-cprst.ca

[FidoStephane]

Hi there @Ben62 

Please reach out to us on these channels and we'll be happy to assist.

[hjkim11]

All the Mods are giving answers without any proper documentation or policy. If we were promised $15/mo or $20/mo etc. and done otherwise it's a false advertisement period. If anyone knows how we can escalate this issue as a collective to headquarter please let me know. I will gladly sign it and raise this issue. 

[Rags1]

Yep that's a really good point. They make up some excuse that they can only get $15 off per invoice well there are two bills on an invoice and they refuse to get $15 off for each full bill which is false advertising and disgusting.

[Ben62]

Same situation here and I cannot get any service from Fido in the last two days, I imagine all there billings have issue now. This is the message I get when I need help from Fido: Sorry, we're not able to place you in queue as all our Live Chat Specialists are assisting other customers. Please try again later.

I Imagine they will need to fix their billing issue I was expecting 30$ a month for the first line and 25$ a month for my second line.  Instead I got a 174$ bill go figure...  
174,84$

debit 174,84$

TVH comprise : 20,12 $

[Rags1]

That is so disgusting and beyond. I don't know if you have the time but if you do keep calling them ask for retention because this is not right that this is happening to another person. You were promised something and instead gotten something else. And they will feed you a line along the lines of well. We can only give this amount of a discount for invoice and on your invoice there's two bills that's ridiculous. They told me $15 off per bill and that's what I agreed to when I got my first bill. There was a bill in advance which I have no problem but not the full $15 on each bill was taken off of ridiculous, but I would have to wait until the next one. That's not what I was promised same as you. 

[Ben62]

Got a credit balance of $112.69 now.  Just send and email to CCTS that's all. 

[BobC83]

Bravo. They're going to be getting deluged with Fido complaints, I think.

[FidoSaad · Accepted solution]

Hey there @Rags1

Welcome to the Community

It's important to note that your monthly discount will apply only once per bill. Meaning that, in your case, each bill should have a total of $15 deducted from your monthly fees

Since the discount will be ongoing for 15 months, counting from your first invoice, you can expect this discount to be applied on the next 14 bills. Unless you make changes along the way that removes your discount, it will remain there until it expires.

You can confirm these details on your invoice. We do suggest downloading your bill in PDF (detailed version) for the full breakdown. If you still have any questions or need help clarifying the charges and credits, please reach out to us on these channels and we'll be happy to assist.

Cheers!

[Broomstick]

I recently re-joined Fido after agreeing to a deal from the Win-back team. The offer was for a $65/month plan that was being discounted for 18 months by $30/month, so I would be charged for $35/month, for the same services I was getting at another carrier for $45/month.

When I received my first bill I was shocked to see that I was charged nearly $90. I chatted with an online agent for nearly an hour and half and they explained to me that the billing system only discounts 1 month at a time, but yet the system generated 1.5 month worth of charges for service. At the end of the conversation the agent was only able to offer me a 1-time adjustment of $20, but I was overcharged by $30 after taxes.

When I told the agent that I wanted discounts to reflect the services being charged (1.5 months of discounts for 1.5 months of charges), they simply said that they would redirect the issue back to the win-back team as they were the ones that offered me the plan. The most frustrating part of the whole exchange was that the agent promptly ended the chat when I told them the 1-time $20 adjustment was not sufficient, and wouldn't let me reply.

Is this how much Fido values their customers? They overcharge their customers and leave them holding the bag when errors are made?

[Rags1]

So frustrating and way to articulate the situation. They can generate two months in advance, or in your case a month and a half but not give the full credit that you were promised. Disgusting.