Fixed term contract terminated with no notification

[gh89]

I recently got a huge bill of $470 on account of long distance calls for which I had never been charged ever since I first got this number. So, I contact the customer care, really believing they would help me and boy, was I wrong! They tell me the initial contract with 1000 free international minutes expired on August 30, 2022. And I was astonished to know I was on a fixed-term contract with them. I always thought it was for an indeterminate period but customer care was unhelpful and quite frankly repeitive. So here is my question, why wasn't I informed 90 days prior about contract terminating as is mandated by the WIreless Code. Is there a way to escalate this within fido or would i need to report it to crtc?

[Cawtau · Accepted solution]

Hello Gh89,

  Welcome to the community!

  Sorry to hear you've incurred unexpected charges. Firstly, you should note the 1000 International minutes is a promotional offer and not a part of any plan details. If the duration of the promotion was not outlined when it was received, it's end-date would have been provided in your bill a couple of months prior to its actual termination. In addition, you should note that since Fido has switched from their subsidised plans to their Payment Program, plans are no longer contractual. If you have a contract, it only applies to the device financing only.

  While there are no longer any contracts for plans, most promotions have end-dates. It appears that in your case, the end-date for your 1000 International minutes was August, 2022. As already mentioned, if the end-date for the promotion was not outlined at the outset, it would have been provided in your bill. Have you had a chance to view your recent bills?

  I understand this is a difficult time and receiving such a bill even more distressing. If you're unable to make full payment on the bill, you might consider arranging a payment schedule. To make an arrangement, you'll need to contact the credit operations team. It should be mentioned that a payment arrangement might not be available in all situations.

  You should note that this forum is community-driven and not intended as a venue for customer services. If you would like to further discuss your situation, 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