Hello there,
I am writing to you about a recent and very disappointing experience with Fido and its customer support. The issue started yesterday when I received a notice about a change to my account that I didn't gave a consent to. On Dec. 10, 2020, I talked (chatted) to one of Fido agents, his name is ***** and the chat iD is ########. At the end of that conversation he offered me a deal that I accepted and gave my consent to. I switched my service from "bring you device" to a 2 year contract and I ordered an iPhone 12 Pro. The deal was to put $250 upfront and pay $22.93 monthly for the device. This is on top of a $50 monthly payment for the plan. I asked him two times in that chat to confirm that I will be putting $250 up front and be paying $22.93 + $50 a month for iPhone 12 Pro, dark blue. This is the deal that I was promised and I gave a consent to. He told me that there is 3 weeks wait for the phone, and I said that's ok. Now after more than 4 weeks waiting for my new phone, I received a totally different deal/contract yesterday.
Before writing this post, I spent/wasted more than two hours with Fido representative hoping that he will help. Unfortunately the best he could do was suggesting that since I am still within the 15 days period I still can return the phone!!!! I asked for a supervisor to talk to, he said no one is available and I should get a call back, which didn't happen.
This is my sad and unpleasant story that I hope Fido can make right for me. This is my right I guess after being a Fido customer for more than 7 years. I still have the chat we had in Dec. 10 that confirms the deal that I was offered. The deal that I confirmed two times before giving my consent to make the changes to my account.
I hope to hear back from Fido soon. Otherwise, unfortunately, I will have to take this to CRTC.
