Charged $400 for long distance calls I did not make

Charged $400 for long distance calls I did not make

Charged $400 for long distance calls I did not make

I'm a Contributor Level 2

Charged $400 for long distance calls I did not make

I am 80 years old and my wife and I have cell phone for emergencies. I was charged $400 in long distance calls made to Antigua, Morocco, Guatemala and the Dominican Republic that I did not make.  We have never called those countries and we certainly did NOT use our cell phones to call any of those countries, EVER.  Fido insists we did.  What can I do?  I feel like I am being extorted as they are threatening to cancel the lines. 

 

Has anyone else experienced a situation like this?  Please help.

13 REPLIES 13
I'm a Participant Level 1

last month noticed on my dads fido  account  there was a long distance charge of over 1400 cad for a call of 938 minutes to   hong kong. the call stared at 1207 pm.

i ask him and we checked the phone for calls and of course he did not make any such  call and no record of the call at all.

938 minutes is 15.65 hours. one has to eat aleep and pee. we are in 2021 and no one  does things like this any more, there are many apps which you can do this for free. one month and 6 calls later with fido we are actully nowhere. kept on getting refferred to the presidential office call back which never happens.  has anyone ever gotten a positive result from fido?  how does somethig  like this get resolved? one agent attempted to tell me that it much be a third party app that has some coding error? really?

oh i forgot to mention my dad is 85 and has the basic package and this is totally not consitent with his usage profile.

any  help or advise would be greatly appreciated.

thx

 

Hey @CIREGNUK

 

Are you an authorized contact on your father's account? If you are, let us know and we'll send you a PM to take a look at this with you! 



I'm Qualified Level 1

Good morning ms40, wow that's a lot of long distance charges. If you live close to a Fido store or kiosk maybe the customer service reps can help you with  tracking down the time of day the calls were made and then maybe figure it out. I wonder if they can check for something called sim cloning or swapping.  The locations the calls were initiated from using their data analysis. I'm pretty sure one of the mods will reach out to you on this and help track it down. I wish you luck and some fine sleuthing help.



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Senior MVP

Hello Ms40,

 

  Welcome to the community!

 

  Sorry to hear you've received that awful surprise on your bill. I understand that you might not have intended on making those calls. However, if the calls are on the system, they would have been made using your SIM card. What phone do you have? Is it a smartphone? It's possible that the phone has been infected with some sort of virus or malware. Charges for unknown calls is a rather common symptom of infected devices (see here).

 

  If you do have a smartphone, you might consider running a virus and/or malware checker to see if your device has been infected. Unfortunately, some viruses/malware have been designed to fool anti-virus software. If antivirus and anti-malware app fail to remove viruses, it might be necessary to  perform a factory reset of the device. However, even doing so might not remove all viruses (see here and here). It depends on what part of the device the virus was able to infect (see here). If they are able to identify the virus, there might be more effective means of removing it.

 

Hope this helps 😀

 

Cheers

 


I'm a Contributor Level 2

The phone in question is an Iphone, all your articles refer to android devices. Additionally, I do not have any "apps" on the phone.  As I said, I am 80 years old and use the phone only for emergencies.  Are you trying to tell me that this can happen again?  Are you saying that anyone who owns a cell phone and is a Fido customer runs the risk of getting charged hundreds of dollars every month in long distance calls because of a bogus "virus" and Fido will do nothing about it?  No one in their right mind would ever own a cell phone if that were the case.  I can't afford to pay $400 in long distance calls I DID NOT MAKE.  I am retired, living on a measly pension.  

 

I need you to do the right thing and remove the $400 charges for long distance calls I did not make. I do not buy your story about my phone having a virus. Please advise. 

 

 

Hello again,

 

  Thank you for the additional information. However, iPhones are not immune from the issue making random calls (see here, here, here, here, here, here, etc). It appears as though the issue is rather long-standing. That would be an Apple issue rather than a mobile provider issue. Yes, if the issue is not adddressed, it is entirely possible that they could happen again. Customers are responsible for the actions of their phones -- even if they weren't aware of its actions. As mentioned in my reply to your other post, it's not really possible to make calls on your account without your SIM. It's also rather unlikely that your SIM might have been cloned. In order to clone a SIM, they would need access to your SIM. 

 

  Mobile providers will just transmit what a customer's phone initiates. It the phone sends a text message, the provider will transmit that text message. If the phone makes a call, the provider will connect that call. The mobile providers cannot connect calls which were not initiated by a customers' phone. If there is a glitch in the iOS software causing those randmom calls (or virus/malware in android), mobile providers can't know those calls were not intended. Why would it be the mobile providers' responsibility for those charges, if any?

 

  I'm sorry if this reply seems harsh. However, having a smartphone does not come without responsibilities. There are basic phones which can be used for emergencies and are not susceptible to OS glitches or viruses/malware.

 

  I do understand your situation. If you are unable to pay that amount in full, you might consider contacting Fido's Credit Operations department to arrange a payment arrangement.

 

Hope this helps 😀

 

Cheers

 


I'm a Contributor Level 2

I contacted Apple regarding your "virus" theory and they said they have never heard of such a thing.  There are no "glitches with iOS that can make ramdom calls.  Apple is pointing the finger back at you.  They are saying you should investigate the situaiton and find out how these calls are being made as you are the provider and it is your system that is being hacked to make these calls, not my iphone.  

Hey @ms40

 

We sent you a PM to get this looked into.

 

You can send us a reply anytime so we can go over this with you.


Hope to talk to you soon. 



I'm a Contributor Level 2

This is getting more ridiculous by the minute, now you're blaming Apple.  You should take responsibity as the credit card companies do when fraudulaent purchases are made with a stolen card.  Again, why would anyone own a cell phone knowing that at any time they could be liable for hundreds of dollars in long distance calls they did not make.  This is insane.  

 

Remove the charges from my invoice. 

I'm a Contributor Level 2

I will get a flip phone as soon as this nightmare is over. 

I'm a Contributor Level 2

Still no resolution in sight.  I see your tactics include avoidance and silence, not going to work here. 

Hello again,

 

  No tactics. Simply was not perusing the forums during the last couple of hours...

 

  At the risk of coming across as condescending once again, this is not customer service. This is the community forum. You are not going to find a resolution in these forums. As mentioned previously, if you would like to further discuss those charges, you would need to contact customer service. You have been provided with the methods of contacting customer service. Furthermore, FidoKenny has already reached out to you and sent you a PM to discuss the matter.

 

 As for myself, I will bow out of this conversation as my insight not appreciated.

 

  All the best.

 

Cheers

 


I'm a Contributor Level 2

If there are others out there that have experienced the same situation, please reply to these posts and share your stories.