Welcome to the community!
Firstly, since this is a public forum, it's best not to post personal information. You might consider deleting your phone number from your original post.
If you would like to discuss Fido's policies, you will have to contact customer service. Alternatively, you might consider sending @FidoSolutions a PM. Once they verify some information, they'll also be able to access your account.
Hope this helps 😀