Filing a Complaint

[sourayon]

I want to file a complaint about a recent call to 611 to ask for support. Her name is Diksha and I talked with her on Dec 1, 2022 at around 7pm.

I had got a Pixel 6a phone on a deal. I was paying $10 per month and the customer support staff. And my phone bill was $53 for 15GB data

However there was a Cyber Monday deal where the phone price was reduced to only $0.01. I asked her if she can help me change to that offer. She said that can't be done.

However she then told me that she had a deal for me where I can get 20GB by paying less (only $50 per month). However she tricked me because she stopped any discount on my phone and changed it to around $29 per month!!!

This is a serious issue and I want it resolved. Also it would be great if Fido does not hire such rude specialists. I can provide more details about this when required.

[Khushkirandeep]

I need to make an official complaint towards a sales rep name joseph who served me on call today . He really needs to know how to talk to a customer and learn some customer service ethics. 
when i asked him to transfer me to another sales rep he declined on my face saying I can just hang up. He's not going to transfer me to anyone. He also told me that I am not getting the answer i need from him just want to know what is the purpose of making a service call if you not gonna help me what I need .

I'm trying to find an official way make a complaint against him because this is not the behaviour. We are supposed to receive as a fido a customer from customer service.

Please share the details. How can I make an official complaint?

[FidoRania]

Hey @Khushkirandeep,

We're really sorry to hear this. It's definitely not the service we want to provide! 

You can reach out to us here and we'll be more than happy to look into it with you. 

[FidoSaad]

Hey there @sourayon, 

It's important to note that your phone's financing cost will not be affected by a plan change, unless you opt out of your contract. Meaning that you'd still benefit form the same price and promotional bill credit, until the end of your 2-year term. For more info on our Fido Payment program, you can visit our support page.

@YW_325, for immediate assistance with your Fido services, you can reach out to us on these channels. Alternatively, you can use the live chat link on this page to report a concern.

Cheers!

[BobC83]

The CRTC wireless code clearly says that Fido must disclose to you upfront all fees and charges for which you are responsible. They cannot surprise you after the fact and say "Well you ought to have known." Wrong. Fido ought to have told you.

You have the right to complain to the CRTC if Fido does not satisfy the issue to your satisfaction. Details here: https://www.ccts-cprst.ca/codes-stats-and-reports/wireless-code/

[FidoValerie · Accepted solution]

Hey @sourayon  

I'm sorry to read that you were disappointed with your recent experience with customer service.

You can reach out through any of the methods listed here in order to have your feedback sent to the right place. 

They'll also be able to go over your plan and see what can be done, as we definitely want you to be happy with your services!

[aaronmassengale]

I joined Fido around Christmas and I was initially happy with the phone, deal etc however found out about the features ie, 5free hours, Fido extra 

[aaronmassengale]

..in fact I wasn't even informed about the app. Since then I have had issues and have received completely different information from every agent I spoke with, and some information wasn't provided at all until I asked around. I won't get into detail here too much as I've already spent over 1 hour today just trying to pay my bill which usually takes 5minutes. After the first 2agents were unsuccessful with transaction, the 3rd agent mistakenly withdrew 450$ from my visa when I only authorized a100$payment. Icing on cake you may ask?? I was then told my refund is not available for 48 hours! I have always paid rent on time until today. My landlord was NOT AMUSED! I find that complaining is a waste of positive energy in life in most cases however I'm seriously struggling to find any positive with Fido. I must end this message now as I'm almost out of data and I cannot activate the 5hour bonus as the banner is nowhere to be found on my app!!! Curious as to what's next to endure 🤪

[aaronmassengale]

Ps any help would be greatly appreciated. Thank you 

[FidoSaira]

Hello @aaronmassengale,

Thank you for the details, and I am sorry to learn about your experience. Rest assured that isn't how we want it to be. The Community is a peer-to-peer help forum. You need to contact us through these channels for customer service suppport.

Were you able to get your refund? It normally takes 1 business day for a credit card refund. 

If you still require help with your account, please reach out to us through Social Media channels and we'd be happy to look into it with you.

[aaronmassengale]

Dear Sarah,

Thank you for your response. When I first signed up with Fido just after Christmas I was initially happy however things changed quite significantly in March when I found out about the my photo app, the final extra feature the 5-Hour free bonus feature and the community outreach for members, therefore I haven't once been able to benefit from your 5-hour free bonus monthly once. I have come to accept that but on may 31st things became much much worse. I called Fido to make a payment with my visa as I always have and after being transferred and put on hold I was finally connected with an agent who could complete the transaction BUT when we tried to make my payment your agent withdrew 450$ when I only authorized 100$, then, after she informed me of the mistake she then informed me that I would have to wait up to 2days for my money back which was the direct reason I was late paying rent June 1st. Then.. when my insurance company (dejardins) informed me that my payment bounced I found out that during the transaction with your agent she failed several times to withdraw money causing a safety hold on my credit card, resulting in a 50$ nsf fee without payment! I am on disability and am on a very fixed budget. Finally when I received the funds owed to me from the Fido transaction I noticed immediately that I'm still missing 8$. I have been completely devastated from this experience and still haven't recovered as I have a mental illness and the disappointment and stress Fido has caused has me contemplating suicide!!!! I am in MAJOR CRISIS!!!!!!

[FidoSaira]

Thank you for getting back to us. I am truly sorry you had to go through all that hassle, I can only imagine how you feel about the situation. I'll send you a private message shortly so we can review everything together.

Talk soon!

[YW_325]

The link you provided does not work. I would also like to file a complaint