FIDO overcharging during CORONA Virus emergency without notifications

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

FIDO overcharging during CORONA Virus emergency without notifications

Hello,

 

I recently signed up with Fido. I am an international student. I have an add-on pack for 1000 international minutes, which I use for international calling to check on my parents during CORONA outbreak under the impression I would not be able to call once I used my capped minutes. However FIDO neever gave me any warnings when that cap was reached.

 

I was really shocked to see long distance overcharges of $ 700 last month. Usually, warning messages are sent whenever we cross the data limit. So, I was under the impression that I would be notified if I cross international calling limit. I did not receive single warning message. Finally, I received a bill through a link stating 'overcharged payment' once after the billing cycle is completed. The link could not be opened as well!

 

I reached the customer care many times, but they keep telling that they cannot do away with the charges. Further I tried exlaining reasoning that because of CORONA virus epidemic I was nervous always checking on famil and their response was 'WE DON'T CARE"

 

I hope whoever reading this can understand my situation. Nobody would like to pay $700 long distance overcharges in a monthly phone bill. As I was not assisted with the overcharge issue through customer care, I am posting my concern in the forum, hoping some one could help me out of this. 

 

How they can they expect syudents to pay charges as $700 ?

 

If this is not solved, I will be posting the bill to social media and compaining to Consumer Protection of these hidden overcharges.

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Re: FIDO overcharging during CORONA Virus emergency without notifications

Hello @rajdeep0808,

 

Welcome to the community!

 

Getting unexpected charges is never good, while Fido does provide notifications on data usage they don't send notifications to users with the 1000 free minutes it's our responsibility to keep track of the usage.

 

If you did use more than the 1000min allotted to you and were charge for the overage the charges are valid and Fido did not overcharge you.

 

With the current situation in the world feelings and emotions are running wild but we still need to be responsible and do our part.

 

If you are unable to make the payment in full it's okay Fido will work with you to get through this, just reach out to the Credit Operations department by dialing *732 on your Fido mobile and let them know what is happening and they can work out a payment plan with you.

 

 



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Re: FIDO overcharging during CORONA Virus emergency without notifications

It's also don't work for student and moreover in current scenario nobody can afford to pay this much bill uh guyes don't make more then 2 payments. Everthing is lockdown I don't have job nd running out of money but Uh guyes are not ready to listen anything. I had requested many time please lower down my bill I'm penny less right now but you guyes don't corporate with Your client.I had said to your service man that stores are closed and I don't hve card to make online payment and I got reply I can't do anything and ended live chat . Which I find very rude that you guyes don't even understand it on humanitarian grounds. I just don't find it right nd genuine approach.****** 

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Re: FIDO overcharging during CORONA Virus emergency without notifications

Hey @rajdeep0808! I hope your staying healthy. Smiley

 

I can certainly understand you concerns. No one likes to receive higher bills than they're expecting and certainly not in these challenging times.

 

That said, we are providing relief in the form of ensuring that services will not be suspended or disconnected for anyone experiencing financial difficulties until June 14, 2020. In addition, we're supporting our customers with more flexible payment arrangement options.

 

As for the amount itself, I see that you're already chatting with us via Twitter, so I just suggest you continue there to see what else we can do for you.

 

Stay safe!



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