I called fido customer service around noon (Nov 14, 2023) to try to cancel one of my line. The customer service lady name "Poonam" told me that I can do that thru my Fido app and insist to guide me through the process. I told her I'm with Fido more than 10 years and I know the only way to cancel is to call customer service and she told me if I ask her to do it, Fido will charge me $60 for cancellation fee (I have no contract with that line). So I said ok, please guide me how can I do it on my Fido app and after 35 mins of the call (she is trying to figure out how to do it...) She told me there's no way to do it thru the app and Fido will have to charge me $60 for cancellation and the charges will show up on my next bill. Between the 35-40 mins, I asked her if she can pass my call to another customer service representative twice if she is not sure but she refused to do so. I asked her if she can spell her name for me and she actually spell a totally different name to me (I found out her real name from another customer service lady call Amal and she is super helpful!!) she confirmed there's no charge for the cancellation and the cancellation shouldn't take longer than 5-10 mins. I spend almost my whole lunch hour to get one of my line cancel with "Poonam" and she provided me all the wrong info...
1. Cancellation can only do it through FIDO customer service, NOT through the Fido app
2. No $60 cancellation fee will be charged. (Fido will charge if you are still paying off the phone or tablet.)
3. When I ask her to spell me her name, she gave me "Veunar" but her actual name is "Poonam" (I am not sure if "Veunar" is her nickname?) I confirmed with her to make sure our call is recorded.
From my past 10 years experience with Fido customer service. I'm always satisfied and this is my 1st time ever that I have such a bad experience with Fido customer service with Poonam.
