I have been a loyal Fido customer for 15 years, and recently I experienced something that completely shattered my trust in this company. One of the lines on my account was changed without my authorization. After investigating, I discovered that my son, using only his phone number and email address, was able to create an online account and gain full access to all lines on my account, with the same permissions as me, the primary account holder. I never gave such authorization, and this raises serious concerns about Fido’s security and privacy policies.
When I contacted customer service to address this issue, the supervisor accused me of being responsible, claiming I had given this access myself. No matter how much I explained, he kept blaming me and insisted that Fido had no responsibility. He even said, “We can talk about this until tomorrow, but nothing will change.” His attitude was condescending and outright disrespectful. Why does Fido hire people like this, people who insult their customers, mock them, and refuse to take responsibility? Fido’s service has become pathetic, and it keeps getting worse.
Under the Wireless Code established by the CRTC, service providers are required to obtain the explicit consent of the account holder before granting any access or making changes. In this case, Fido has clearly violated this obligation, which is a blatant breach of my consumer rights.
If a proper resolution is not provided promptly, I will file a formal complaint and close all my lines.
