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How can I file an official complaint?

aileenfishfish
I'm a Participant Level 2
I'm a Participant Level 2

I have some problems with my billing cycle and the extra 5 hours of data sessions.

Tried to talked to 3 live chat agents, everyone is telling my different information. The first two agents advised me to go to the Fido store and show the staff my proof. I did go to store and the staff helped me to create a Case ID then asked me to do live chat or call customer service again. When I talked to the last live chat agent today, she told me nothing else she could do to help. So what is the whole point of asking me to go to the store and wasting me over an hour?!

Also, I requested the chat transcripts to send to my email, but none of them were received (not even in the Junk mailbox). Did I trigger something that the chat transcripts would not sent to me since it's a possible complaint?

 

 

5 REPLIES 5

khouya
I'm Qualified Level 1
I'm Qualified Level 1

Hi @aileenfishfish .

Sorry for the situation Sad . Normally chat transcripts could take some mins to be sent in your mailbox, me it's take like 30 mins. If your talked to 3 differents Fido employees about your situation, the best way to resolve it, i think it's to talk to a supervisor. Have you asked for a return-call from a supervisor to explain your situation before filling a complaint?

Have a nice one Smiley

Waiting for your follow-up

 

aileenfishfish
I'm a Participant Level 2
I'm a Participant Level 2

Hi @khouya ,

The first 2 live chat were happened on Monday, so I've been waiting for the chat transcripts for more than 4 days.

I do not know there's an option for asking a return-call from a supervisor. I asked the last live chat agent how can I file a complaint, she's the one who asked me to post on the forum.

khouya
I'm Qualified Level 1
I'm Qualified Level 1

Hi @aileenfishfish .

Okay so in your case, wait for a reply from @FidoSolutions on the forum. I think there will be a solution available, if not try to talk to a supervisor before filling a complaint. It's always a bad idea to fill a complaint to receive help. I think @FidoSolutions @FidoStephen or @FidoSaad  can help your case. The chat transcripts normally is supposed to be received in your mailbox if you say your waiting for it more than 4 days. I think you will get a great solution Smiley Sorry for not being so helpful, i try my best Smiley

Have a nice one Smiley

 

aileenfishfish
I'm a Participant Level 2
I'm a Participant Level 2

Thanks for your reply @khouya !

Have a nice long weekend!

 

 

khouya
I'm Qualified Level 1
I'm Qualified Level 1

@aileenfishfish  thanks Smiley

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