Apparently brand loyalty is somewhat meaningless

[freezewun]

I have been a loyal Fido customer for approximately 20 years.

I upgraded my phone and plan the other day at a price I was happy with and received confirmation emails for both. I then received an email several hours later saying my plan had been changed back to the plan I had been using previously. I checked my online account and saw that it was suspended. After ~4 hours on the phone with customer service, I was finally informed that the transaction had been flagged as fraud for some reason and cancelled, and that I would have to go back online and place the order again. I went online and saw that now the price of the device was over double the price as the promotion had apparently ended. At this point I had already purchased a case and screen protector for the device in question. 

Spent another 2 hours on the phone with customer service trying to get the same deal I had locked in days before, however they essentially told me I was out of luck even after informing them that if that was the case I would unfortunately have to take my business elsewhere. Pretty crazy to be so loyal over the years and then get treated with such blatant disregard, I work in customer service myself and this would never fly in my industry. The coverage with Fido is great and it's really sad to have to leave on these terms but I feel cheated and absolutely disregarded as a customer which should never be the case.

[KAPABLE-K]

Hello @freezewun,

Welcome to the community!

Sorry to hear what happened, it's unfortunate that Fido flags so many transactions as fraud and then does not make things right after getting confirmation it was the actual customer.

I would suggest you call customer service and ask to speak to a supervisor and if they are not willing to help ask for this issue to be escalated to the office of the president.

Hopefully, Fido will fix this mistake for you.

[freezewun]

Thanks for the reply! Maybe I will give it one more shot and do as you recommended, the rep I spoke to yesterday spoke with her own support team a few times to see what could be done but I did not talk to a supervisor directly. I appreciate the input, I'm hoping they fix this as well but I'm losing hope unfortunately. 

[FidoNajat]

Hey @freezewun! First of all, thank you very much for your loyalty and trust, we really appreciate it. We also apologize for your recent experience with our customer service, that's not the kind of experience we want to provide. 

Were you able to get the assistance you needed since your latest post? If not, please, feel free to contact us. We're also available via PM on Facebook, X or Instagram.