Educate

[Azad-Tawakoli]

I’ve had a really bad experience with customer service. A month ago, I switched from Virgin to Fido, and I wanted to add my wife to my account. The agent I spoke to said, “I’ve set everything up, call in a few days to activate your wife’s E-SIM card.” A few days later, I changed my mind and didn’t call.

Now, I’ve received a bill for $218. I called customer service, and a guy with a Nigerian accent, who sounded like he just woke up and was very uninterested, kept me on the phone for two hours without solving anything.

How is it possible for a billion-dollar company to steal money from its customers? Isn’t customer service supposed to prioritize the customer? I never agreed to that plan, and no one has used it. If the plan was activated two months ago, why hasn’t my wife’s Virgin SIM been deactivated? How can two networks be active on one SIM card?

We, as customers, don’t know what’s happening in your systems or how agents make commissions for bringing in new customers. But this is not an honest way to make money. Find a decent job where you can earn clean and honest money.

[Cawtau]

Hello Azad-Tawakoli,

  Welcome to the community!

  Sorry to hear of your situation. However, it appears to stem from a misunderstanding. It is unfortunate you might not have understood how post-paid plans operate. Post-paid plans would continue (regardless of whether you actually use the services) until you cancel your services. As you note:

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@Azad-Tawakoli wrote:

...The agent I spoke to said, “I’ve set everything up, call in a few days to activate your wife’s E-SIM card.”...

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  I understand you may not have called to follow-up, however, the line had already been set-up. You would have had to cancel the line if you did not wish to keep the line. Simply not calling Fido back would not have cancelled the line. Since you did not call to activate an eSIM for your wife, a physical SIM was likely assigned to the line. It's also possible the agent was referring to calling in a few days to port-over your wife's number. In either case, the line was activated when the agent said they set everything up.

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@Azad-Tawakoli wrote:

... I never agreed to that plan, and no one has used it. If the plan was activated two months ago, why hasn’t my wife’s Virgin SIM been deactivated? How can two networks be active on one SIM card?

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  I also understand you believe you did not agree to the plan, however, there appears to have been an agreement when the agent first set-up the line or else they would not have told you that everything was set-up.

  Generally, when new services are acquired, they are opened with an available phone number. That number may be temporary if customers intend on porting their current number to the service. Once the line has been activated, customers can then request to port their existing numbers from their old providers. Since you did not request to port her number to the new line, it would still be using that temporary number. That could explain why her Virgin SIM card still works.

   You should note this forum is community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we be in any position to address your matter. You would need to contact customer service to cancel that line. 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