Hi,
I have a situation I need some advice and help with. A month ago I went to the Apple Store to buy an iPhone 16 Pro. I’m a Rogers customer but the associate couldn’t do a phone since I’m Rogers RPP so they suggested I get a phone on Fido. So I took their advice and got an iPhone 16 Pro on a Fido line. After a day using the phone I realised I wanted a bigger screen and went back to the Apple Store for an exchange. The Apple Store associates said they needed to contact Fido and it would take time and I needed a phone immediately so I purchased the iPhone 16 Pro Max full price outright. The Apple Store employee contacted Fido and told them I returned the phone and the Fido employee supposedly marked it returned and the Apple Store associate took the phone.
2 weeks go by and nothing changes on my account so I go back to the Apple Store and they contact Fido again and explain the situation and the Fido employee said they’ve put notes on my account and that it will come off the next billing cycle. Strange but okay. I go to a Fido store to confirm and they pull up my account and all the notes are on my account that the phone was returned to the Apple Store, the specific Apple Store code, the Apple Store employee’s name and their code, and that the phone will come off on my next bill, so the Fido store associate told me to just wait.
Well my next bill came yesterday and I’m still being charged for the iPhone I returned and it’s not been taken off my account. I don’t want to pay for an iPhone I’ve returned and I’m tired of being given the run around by everyone at Fido, from the customer service to the store employees telling me just to wait and see. I spoke to a Fido agent on the phone today and they confirmed they can see the notes on my account but can't do anything since the phone is from the Apple Store and told me to just go back to them and ask them to call Fido-RSG. The Apple Store has given Fido everything they need to show that the phone was returned and has called and spoken to Fido twice already but nothing on my account has changed. What can I do in this situation to get my account corrected? Thanks for any advice.
