After reading a few posts here about the problems people have had trying to cancel Fido home internet, I was more alert to the inconsistent and error prone services of Fido representatives, so I was cautious, and made contingencies in case problems come up. Unfortunately, problems did come up after service cancellation on Jan 18th 2025.
1) I was told that an email will be sent about service cancellation on the final day of billing cycle (Jan 18th 2025 or soon after. There was no email about cancellation yesterday nor today Jan 19th 2025. Instead, I received a new email and sms message about a new bill, and that the amount will be deducted automatically from my credit card! Much like what a few people who complained here in the past. The agent confirmed and resassured me that the cancellation request was received and completed.
2) I was reassured by 3 different agents on the telephone, and on Twitter/X that my automatic payment was cancelled as per my request in middle of Decemeber 2024. Yet everytime I log onto my Fido account, I see my credit card details still appear, and payment option still listed as "auto-pay". It will revert to auto-pay everytime I request to switch it to manual. It seem like that is no way to reverse payment method once you sign up for autopay!
The agents on the phone said I should receive a confirmation email back in December 2024 about confirming auto-pay cancellation. No such email ever arrived, and yes I pay attention to the junk box too, nothing ever came. If all the billing and promotional email arrive promptly from Fido, I expect cancellation confirmation emails to arrive promptly in my inbox as well.
Having read about the same problem from previous dissatisfied Fido customers, I went to the extreme scenario to deal with this potential problem. I cancelled my credit card ahead of time to stop Fido from trying to charge me with autopay, and I am glad I did. I would advise people to not give bank account details to Fido for auto-pay, just imagine having to close an entire bank account to stop Fido from charging you inappropriately. From what I read here, some of the victims in the past went through months of trouble dealing with Fido agents, getting passed from one department to the next with no solution.
3) Save all conversation with Fido agents. I saved the previous text chat with the last Fido agent, and I look forward to see how the next agent on twitter/X is going to try and explain what is happening. Getting ready to build up a case to complain to CRTC about this whole experience.
