I just ordered an iPhone 16 Pro Max 1TB online from the Fido app and made a down payment of 542.40 with taxes. As I ordered, Fido immediately removed my previous plan to the new plan that comes with the phone. I got the email confirmation of the order for my phone and happily waited for it since it was saying it might take 2-5 days for home delivery. The next day I got an email saying that they removed my new plan and added the old plan and charged me an one time fees, 20 dollars for the plan change. I am so shocked right now and feeling so hopeless; after all these years, I was a loyal customer, and it happened to me. I called the customer care, and they are giving me different numbers to call and getting the same answer that they don't know why it happened. I am really, really sad. What should I do right now? How am I going to get my down payment back? Please help me.
Hi @Ben751 , I'm so sorry to hear that you're having distress over this. Sometimes after you order device that goes out of stock (for whatever reason, too many orders,limited stock in the warehouse, manufacturer out of stock) it doesn't get flagged right away. Then it gets canceled when the system catches up. I don't know why we don't get a notification right away when that happens or why the charges don't get canceled automatically in the system. But it should work better than that. The only people that can answer that work in sales support and can look that up for you. If it were me, I would reach out to fidosolutions on Twitter or Facebook and send a direct message and request assistance. You don't have to wait on the phone, you just send the message and a person will answer you and help you figure that out and be able to give you a qualified answer. I really hope you get a quick resolution and that you can pick an alternate device that's in stock. So many things we cannot control and I wish I had the answer.
