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Hard up-sell from "Loyalty" dept

I'm helpful level 2
I'm helpful level 2

After a few missed calls because I was unavailable, I answered a call from 844-277-6920 (previously stored, known to call with offers).


The caller, obviously in an off-shore call centre and reading off a script, tried for over 30 mins to convince me to add a 2nd line. After I stated I had no family, and all my friends and coworkers already had cells, he still persisted. On and on. I asked if there was any retention extras available on my current line,  and that quickly ended the call with him telling me I would have to call *611.


I get it, but this was about as pushy as the bad used car salesman about to be axed.


Senior MVP Senior MVP
Senior MVP

Hello Hwr778,


  I'm curious as to whether that phone call was actually from Fido. I understand the phone number belongs to Fido, however, spammers and scammers have started to spoof that phone number (see here).


  I understand sometimes the various telemarketing teams can be insistent, however, what you describe seems a little too much so -- even for actual telemarketers.


  I've said it before, I do not wish to make the outbound team's job any harder. They need to find a better way to reach customers -- a way in which customers can trust it's actually them.


  That said, it's prudent to be vigilant because those spammers/scammers are often trying to get people to reveal their information.


  Since March is Fraud Prevention Month:


Hope this helps Smiley



I'm helpful level 2
I'm helpful level 2

The number presented as such, and I did not provide any information that would "describe" myself to them.  They did have my first and last name correct, so assuming that it was not a "deep dive" fraud and further assuming that Fido does not sell the information (and only uses it in-house, as they say they do), it "presented" as a legit call.


It just seemed that they really wanted to add a line to my account, and I am not sure if this is a legit current ongoing Fido "sales campaign" or not, to add new lines to existing accounts; they also attempted to upsell HomePhone after I indicated that I had no need for an additional mobile line.


That is why I posted here, to get more feedback from the rest of the community and see what the concensus was.


I do know that most of the time it takes a bit of "digging" thru an in-bound rep (IE calling to Fido) to get put thru to Loyalty/Rentention to try to get any deals which may be available.

Hey @Hwr778


Thanks for sharing all this! I have some questions for you :


  • Did the caller present himself/herself to you? Give any information about the department they were working for?
  • Did they offer any special promotions or anything associated with the additional line?
  • And as you mentioned, it didn't look like you had to provide any personal information or anything like that?


If you'd like us to take a closer look at that you can contact us here or we can send you a PM on the Community if you prefer.


Let us know Smiley

I'm helpful level 2
I'm helpful level 2

Thanks @FidoCharles 


The caller said his name and "calling on behalf of Fido to existing customers like yourself about an exclusive new offer to add a second line for family or friend" .... not 100% verbatim, but general gist.


Deal, which I barely listened to (no target!) was the free phone on a 2 yr, and some lower than posted prices  (but likely $ same as I could get on my acct change plan price) as nothing was a stunning low rate. 


My info consisted of confirming my first and last name and that yes I was a Fido Cust, nothing further. 


No real need to dig deeper,  but it was just odd that there was the heavy press after at least 4 "I don't have anyone that would need a new line" replies from me. Then the home phone pitch. Seemed a hard press. I know they need completion numbers to pad their stats... lol