Filing a complaint

[Sarah85]

Hello all, 

does anyone know how to file an actual complaint? I have gone around in circles on the website and when you click to escalate or send an email to the office of the president it just brings you back to the same page and vice versa. I have spent approximately 3-4 hours just on hold looking to get someone that could resolve my issue, the issue being that I have yet to receive the gift card I was promised. 
I mean if you make it impossible to ever reach someone, you're bound to have no complaints... I'm about ready to just cancel my services with Fido. 
thanks  

[Beens]

Sarah, please complain to Consumer Protection because Fido is scamming so badly. They changed my phone plan without my consent and has been overcharging me for MONTHS without telling me. 

[Solmazjabarzare]

I had home internet with Fido and I was happy with that. I had phone call with Fido and agent offered me better plan with Roger's. I emphasized I don't want to change and she said I recommend you to do because of better internet speed with  less price and  no installation fee or any extra fees. I changed home internet to Roger's as per her recommendation on December 2023. Now I received bill $278.37 on my Roger's bills. The interaction phone code I had with Fido agent is 12145153980. I am not able to pay this bill and I need to waive it as per your agent promise. If you check that recorded phone call everything is clear. I talked to Fido and Roger's customer service specialist and nobody helped me. I believe this is not the customer care we can get from companies like Fido and Roger's. I'm waiting for your reply. Thank you

[Cawtau]

Hello Solmazjabarzare,

  Welcome to the community!

  Sorry to hear of your situation. You should note that this is the community forum and not intended as a venue for customer services, though. Unfortunately, we would not know what was previously discussed. I understand you may have previously discussed this with Fido, however, if your services are now with Rogers, you would likely need to contact their customer service. They may be able to make a payment arrangement.

  That said, if you wish to discuss the matter with Fido, you would need to re-contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

Hope this helps 😀

Cheers

[Elmocow]

I have 2 lines, one line was offered 20GB more to my plan for free and the other line was offered 30GB to the plan for free as well.  When I clicked to accept the offer, the message says "unable to add the bonus" and to call customer service.  So I chose to use live chat instead, I got a rep name Erica who initially said she had successfully added toe 20GB to one of my line but unable to add 30GB for the other line.

I then checked my account and found the line she said she successfully added 20 more GB per month for me now has a top up 1 GB for the month for $20.  I then questioned the rep, she then realised she did that for me thinking she added the 20GB.  However, she is unable to reverse the add on so the $20 charge remains on my account.  

at the end of this, nothing was changed to my account but the $20 she mistakenly added on which she said she has to create a ticket for their internal to resolve and would take 7-9 days.  Why am i being hooked on to some glitch and mistake i didn't do?  this rep then "transferred" me to another department without acknowledging me.  after waiting for another 10 min. with no response, I then left the chat.  But I have saved the chat history.  What is my next step? 

[FidoNajat]

Hey @Elmocow! We're sorry to read about your recent experience with us. Please, feel free to contact us so we can take a closer look at your account. 

[hitesh_9089]

please file a complain here https://www.ccts-cprst.ca/

this is the best way to make complain which will be listened and get resolved faster then these people working in fido, cause looks like they have been trained to waste your time and give the different answer for 1 issue and no outcome even after calling them multiple time

[augustreigns]

they have designed it like that so its really hard to log a complaint 

I had a billing issue I was on call with fido today. the representative on the call didn’t bother to explain the charge before telling me it cant be reversed, then offered to connect to supervisors but instead ended up taking a long hold break and coming back herself saying they can offer me a 5 dollar refund for a 50 dollar free charge. then she said they might be able to do something about this in credit operations and offered to transfer she even said she’ll document this call and transfer but just ended up hanging up on me. this is totally not acceptable customer service. I am not going take anothet day out to discuss a mere 50 dollar charge but they way you guys treat your customers tell alot about your company.

[rhythmgupta1998]

whats the forum where we can make an official complain about your staff members and particular store who has provided wrong information and overcharged us on the bills. Even after confronting them in-person they are being ignorant to our problem. 

This kind of customer service was not expected from a big company like Fido/Rogers.

[augustreigns]

yes brother 

they are overcharging everybody just like that 

I had a billing issue I was on call with fido today. the representative on the call didn’t bother to explain the charge before telling me it cant be reversed, then offered to connect to supervisors but instead ended up taking a long hold break and coming back herself saying they can offer me a 5 dollar refund for a 50 dollar free charge. then she said they might be able to do something about this in credit operations and offered to transfer she even said she’ll document this call and transfer but just ended up hanging up on me. this is totally not acceptable customer service. I am not going take anothet day out to discuss a mere 50 dollar charge but they way you guys treat your customers tell alot about your company.

[FidoAlex]

Hey @rhythmgupta1998, welcome to the community, Alex here! 

I'm really sorry to hear about your experience, that's definitely not how we want things to go. 

You're free to leave your feedback here on the community, but I would recommend that you reach out to our customer service so that we can help you with this situation. 

You can reach out through any of the channels here. 

[augustreigns]

I reached out what happened I was put on hold then hung up upon! 

I had a billing issue I was on call with fido today. the representative on the call didn’t bother to explain the charge before telling me it cant be reversed, then offered to connect to supervisors but instead ended up taking a long hold break and coming back herself saying they can offer me a 5 dollar refund for a 50 dollar free charge. then she said they might be able to do something about this in credit operations and offered to transfer she even said she’ll document this call and transfer but just ended up hanging up on me. this is totally not acceptable customer service. I am not going take anothet day out to discuss a mere 50 dollar charge but they way you guys treat your customers tell alot about your company.

[sourayon]

Hello... I would also like to file a complaint against a recent call with a customer service specialist.

[FidoValerie]

Hey there! We've replied to your other post, here.  

[Anushka12]

Hello, I would like to complain about your customer service representative. She raised her voice and was incredibly rude towards me. 

[FidoStephane]

Hi there @Anushka12, 

Sorry to hear your recent experience wasn't a positive one 

Please reach out to us here so we can address this.

Thank you 

[Muhannad12]

After they confirmed that they will waive the setup and admin fees of 50 CAD i was shocked of adding 50 CAD to my first bill. 

the lest thing I am expecting is to respect your customers and not give them false promises. 

[Cawtau]

Hello Muhannad12,

  Welcome to the community!

  Sorry to hear of your issue. Generally, if there was a promotion to waive the set-up fees, it would normally take a few billing cycles for promotions to be reflected on your account.

  You should also note that the forums are community-driven and not intended as a venue for customer services. If you would like to discuss your situation, you would need to contact customer service. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

  Since the forums are public, you might also consider removing your phone number from your post. It is generally recommended to not provide private information in a public venue. You can edit your post by clicking the little down arrow in your post (within an hour of your post). If you are unable to edit your post, perhaps @FidoSolutions might be able to edit it for you.

Hope this helps 😀

Cheers

[JKLCCS]

I would like to know how can I complaint too, if you know that, please let us know. Thx.

[FidoAnthony]

Hey @Sarah85,

We're sorry to hear that. The good news is that you can reach out to us on these channels and we'll happy to assist. We'll take it from there to help you resolve the situation

[jxdupont]

I would also like to know how to file a complaint.  I've tried everything and no one seems willing to help