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Complaint against an abusive representative

Phone121
I'm a Participant Level 2
I'm a Participant Level 2

Hi,

On May 30 2022 at 5:44 I was verbally abused by a customer solutions specialist .

 

It started when I compared rates from different providers. Hebegan saying that I didn't know what I was talking about and that I was wrong. I asked him about a discount due to the monthly costs increase. He then said it was impossible which was untrue as the previous customer solutions specialist told me it was possible.He then belittled me by saying " you don't understand what possible means".

 

I then replied that it didn't make sense that he couldn't offer me the same deal his colleague offered me previously. He then raised his voice, told me to lose the attitude .He then had the audacity to lecture me by saying I should behave professionally. Yes you read it correctly. He was insulting me this whole time and he told me to act professionally even though he was at his job and he was behaving in an unprofessional manner, downright arrogant.

 

I've been with Fido for 5 years and it's the 1st time a Fido representative showed me a total lack of respect.So how can I file a complaint ?

3 REPLIES 3

KAPABLE-K
MVP MVP
MVP

Hello @Phone121,

 

Unfortunately, you will have to reach out to customer service again and ask to speak with a manager regarding the interaction and they can look into it, if they refuse or the outcome is not to your liking then you can ask to have the case escalated to the office of the president and someone from that department will reach out to you. The process can take some time so you will have to be patient and wait for the response. 



Phone121
I'm a Participant Level 2
I'm a Participant Level 2

Hi,

 

Thanks. I just spoke to another service rep and she gave me a discount. This goes to show that the previous service rep (that I talked to on May 30 2022 at 5:44 pm) was lying when he told me this discount was unavailable. He wasted 60 minsutes of my time and it means he put me on hold and made me wait out of malice

Hello, again @Phone121,

 

I'm glad to hear everything worked out in the end for you.