Fido has lack of accountability and transparency issue

[Fidolies2023]

I activated my lines with Fido on boxing day from retail store. When I did not recieve my contract in email as promised I call fido to confirm details of my plans, as store was not answering phone at all and my wifes contract showed something fishy.

First Fido reps told me that plan/discounts that retail store rep used were not right and he lied about many other things about my plan/credit check etc.  She fixed most of the other things on second callback but told me that she could not remove activation fees as promised in the store until I go to store and make them leave a note on my fido a/c. I live in rural area, far from that store so I could not go to store just for this reason. 

Meanwhile, I contacted my previous carrier to see if they match this deal. They offered me better plan, no activation fees and good bill credits. So, I signed up with them. When I called back Fido to cancel my service. A Fido "Loyalty and Retention" reps told me not to cancel and offered me "better" deal. I accepted that but when I called again to confirm that he really left detailed notes about what he offered, another Fido rep told me that there are no such note and he can escalate issue to win back department so they can call me back in 48 hours to resolve the issue. So far I have spent 11 hours with different reps to resolve all my issue but they all contradict each other. 

I am thinking of cancelling Fido if they don't honour what was promised but I have few concerns:

1. Even if they offer me same deal again, there is no way for me to check if they are not lying and they are actually going to leave notes on my account. There is no transparency on their part as there is no written statement/confirmation given to customer right away.

2. I am within trial period but I already paid my first bill. How will I get that money back? I read a lot about horrible experience customers have, trying to get their money back from Fido after they cancle in trial period. 

3. What is an effective way to complaint outside Fido, where serious people deal with complaints and provide actual soluton? 

[FidoKenny]

Hello.

I'm really sorry to learn about your experience here. This is definitely not what we want for our customers.

To confirm with you, when we provide a deal through the customer service, we send a confirmation on the email associated to your account for full transparency.

You can stop your service within the satisfaction warranty. When it comes to the billing, we charge 1 month in advance. So we would stop charging you on the day you cancelled your service, and everything charged after that date will be refunded.

When it comes to sharing a complaint, the way is to contact our customer service. A representative will be happy to go over what was discussed and will escalate the issue if necessary.

You can find all the ways to reach our team here

[Fidolies2023]

@FidoKenny 

Thank you for your reply. This is very frustrating. After I left my first comment, I discovered few misinformation and disinformation from Fido customer service reps. This is kind of service expected from national level company.

Apart from issue that I already mentions here there are couple of more things.

1. Up until yesterday, three agents that I talked to CONFIRMED that I won't be charged anything if I cancel within 15 days trial period. But after I talked to people who handle Fido's FB page, they told me that Fido would still charge me for number of days my service was active. Now, because I was deceived with fasle promise of credit by Fido rep I kept my account active with Fido for few more day. So, I am paying to 2 different carriers at the same time.

2. After reporting main issue (from my original comment) to Fido on 31 Dec, I was told that this issue have been escalated and I will get a phone back from "winback" department withing 48 business hours. Today is 4th Jan already and I have not received any call. 

Questions/Feedback: If you can't genuily fulfill something, why promise it to customer and decieve them? Why is there no swift and efficient sytem within Fido that holds such reps accountable? Why does every rep denies what is offered/discussed by previous rep?

@Fido, please improve your system, promote transparency and hold such customer service reps accountable. 

[FidoNajat]

Hey @Fidolies2023! We're sorry if there was any confusion, your billing starts on the day your service is activated. You do have a 30 days  Satisfaction Guarantee from the purchase date in the case you purchase a device, however, that does not include your monthly service fee. Since your SIM card is active and you have access to the service, you get charged for it. 

As for the Winback team, had they called you after you canceled your account?