Confused

[biggeststan]

I bought my Line at Toronto Airport on 24th September 2022, The day I arrived Canada. I was told it was a special line for students and that I will have 20GB and 1000 hours international calls time( The latter being the main reason i opted in) per month. After a month, I made my first payment which was 103 Dollars and no mention was made of other charges in my account. I even called customer care because I felt the amount was too big and I was told its because I just activated the line and that subsequently, I'd be paying 50 dollars/month.

Yesterday, 3rd of October  I discovered my line has been suspended, I checked my account and saw - 50 dollars and another charge of 3,000  dollars. I was shocked and contacted customer care via chat and I was told its because I made international calls. Thesame calls I was told is free. 

Right now I don't know what to do. Any suggestions please???

[Cawtau · Accepted solution]

Hello Biggeststan,

  Welcome to the community!

  Sorry to hear of your situation. I cannot speak as to what was discussed when you purchased your services at the airport. However, there appears to be some misunderstanding of the plan details. Fido does have a promotional offer for International calling, however, it is 1000 International minutes, not hours. In addition, as already mentioned, those minutes are only to certain Countries (see also here).

  It's also important to note that using those promotional minutes are not necessarily free. From what you mentioned, you have a student plan. While I do not know the exact details of your plan, I believe some of the student plans only have a limited number of calling minutes. If that is the case, it should also be noted that all calls using mobile services incur Airtime charges plus long-distance charges, if applicable. Those 1000 International minutes are only for the long-distance portion of calls. That is, airtime charges would still apply. If you have a plan with a limited number of airtime calling minutes, excess airtime usage would incur additional costs -- even though there may be available International minutes remaining. For example, if you had a plan with 500 Canada-wide minutes (airtime minutes), making 600 minutes of calls to Countries included in those 1000 International minutes would require an excess usage of 100 airtime minutes.

  I understand this is a difficult time and receiving such a bill even more distressing. If you're unable to make full payment on the bill, you might consider arranging a payment schedule. To make an arrangement, you'll need to contact the credit operations team. It should be mentioned that a payment arrangement might not be available in all situations. In addition, you will need to contact that team in order to remove the suspension. As well, you should note there may be a suspension fee added (see here).

  You should also note that these forums are community-driven and not intended as a venue for customer services. As such, we do not have access to customer accounts. If you would like to discuss those specific charges, you would need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

  Hope this helps 😀

Cheers

[biggeststan]

Thank you very much @Cawtau for taking your time to explain. I wish those FIDO Agents have such patience to explain to the understanding of their prospective customers. I was specific about calls to my country (Nigeria) and she said an emphatic YES!. I asked for a flyer or something that contains all she was selling to me and she said she had exhausted them. She said after a month of usage, if I am not okay with the billing, I could opt out. I have only used the line for one month. If they had shown me this 3,000 Dollars bill the first month, I would have known what to do,. They sent me a bill of 100 dollars and some cents which I paid, then in just less than 2 weeks after the payment, my line was suspended. I didn't want to buy the line, but the agent kept pressurising and convincing me there were no hidden charges. It is really very ridiculous  that they could bring up such a bill without proper explanation or prior warning .

I feel really disappointed :sad_but_relieved_face: 

[KAPABLE-K]

Hello @biggeststan,

Welcome to the community!

The 1000 free international minutes only apply to these countries

Australia,

Bangladesh

China (including Macau)

Germany

Hong Kong

India,

Italy 

Mexico

Taiwan 

United Kingdom

If you made calls to any country on the list then you will be charged.

[biggeststan]

Thank you @KAPABLE-K  for your reply. If only I saw that and/or they gave me that Information, I wouldn't be in this fix. Now they have suspended my line, destabilising all my plans and contacts and appointments. Really very sad Indeed