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Complaint about a live chat Specialist

I'm a participant level 1
I'm a participant level 1

I ask the online live chat specialist why my bill increased from $48 to $50 and she says it was because there was a $50 returned payment charge.

And I ask where the policy says the returned payment charge is $50 and she say to look at the page 2 of the bill where I only see a late payment charge of 3% per month which can't roll up to $50 because I just forget only one-month payment.

So I ask her to show me the sentence of that policy and she says "It is already mentions it for you i cannot type it again." 


??? Why a customer service can't type the company policy for a customer? I really don't understand.


And when I ask to talk to her supervisor, she says "Am sorry to say this i cannot connect to supervisor for that you have to dial 611 from your fido phone ."

Of course, I know there isn't a specific number for complaints.

Her name is patriciya and her agent ID is I1988878188.

Investigate if you can because I sus she didn't really undertand my fido bill and so she can't explain the $50.


Overall, very unprofessional and unhappy experience. 



Hey @sonialiu666, Alex here! 


I'm really sorry to hear about your experience, that's definitely not what we want for our customers. 


I just sent you a PM here on the community so that we can look into this with you. 


Feel free to get back to us at your own convenience.