How to remove Data top-ups

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I'm a Participant Level 1 Mcbxo
I'm a Participant Level 1

How to remove Data top-ups

I added 2 Data top up Add ons couple months ago and I see I'm still being charged for them and I cant figure out how to remove them off my plan. Ive gone to change my plan on the Fiso app and site and only lets me do changes to my actual plan, not the add ons. I'm being charged an extra $50 a month and don't want it. 

Now currently on hold with a wait time of 48 mins to hour and 13 mins with Fido, anyone know how to remove Add one?

Accepted Solution

Re: How to remove Data top-ups

Hey @Adela123

 

Welcome to the Community!

 

To cancel a Data Top Up you have to send the word CANCEL to the number 222 from your device

 

You can view all the info regarding this here. Smiley

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I'm a Participant Level 1 xiaosong
I'm a Participant Level 1

Re: How to remove Data top-ups

Same issue for me, I added a monthly top up in March.  I also called and texted message, but the extra bill still in my account every month.

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Moderator
Moderator

Re: How to remove Data top-ups

Hey @xiaosong,

 

Welcome to the Community!

 

We're here to help and sort this out together Smiley

 

Sending you a PM to access your account and look into it!



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I'm a Participant Level 2 Jester33
I'm a Participant Level 2

Re: How to remove Data top-ups

I am having the same issue. Texting CANCEL to 222 did not work. Nor did calling customer service. I used live chat and they told me the top-up is still on my account. I asked if they could remove the top-up as I now do not trust the text feature to cancel services. They said no! I am very upset with fido's services. FIDO FIX THIS!!

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Moderator (inactive) FidoThomas
Moderator (inactive)

Re: How to remove Data top-ups

Hey @Jester33

 

Welcome to the Community!
 

I get your frustration, rest assured that you're at the right place for help Smiley

 

To request the cancellation of a data top-up, you indeed need to go through the 222. You will receive a confirmation that it was removed successfully, that is your proof that you have correctly submitted the request! 

 

In a situation were it is not removed by the system, we would need to open a ticket to have this investigated by our technical team.

 

I'll send you a PM to look at this more closely Smiley

 

 



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I'm a Participant Level 2 Jester33
I'm a Participant Level 2

Re: How to remove Data top-ups

Texting 222 did not work in my case. My billing cycle ends on the 5th of every month. I have a record of texting CANCEL to 222 on July 20th. We are now in Sept and the top-up is still being charged. I texted 222 again on August 11th and it said it was already removed. I called customer service and they told me they removed it. I no longer trust the text or customer service to remove it for me. Is calling customer service still my only option?

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Former Moderator FidoPamela
Former Moderator

Re: How to remove Data top-ups

Hey @Jester33

 

That doesn't sound right, we'll be happy to help with that. 

 

Are you now getting an error message if you text back 222 or is it still giving you the option to remove the top up? 

 

Keep me posted! 

 

 



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I'm a Participant Level 2 Jester33
I'm a Participant Level 2

Re: How to remove Data top-ups

The reply I got on Aug 12th says "Hi, it’s Fido: You don’t currently have a recurring Monthly Data Top-Up on your account. To add a Data Top-Up now, please text the keyword "DATA" to 222."  

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Former Moderator FidoPamela
Former Moderator

Re: How to remove Data top-ups

You definitely shouldn't be billed anymore if that's the case. I see that we sent you a PM here on the Community. If you reply there we'll be happy to further look into this with you and check out what happened there.

 

Chat soon!

 



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I'm a Participant Level 2 kelvinkkl
I'm a Participant Level 2

Re: How to remove Data top-ups

Hey I am having same issue here, I am still being charged with the data top-up that I applied a couple of months ago. I have tried to send a message to 222 to cancel and still not getting a response saying I don't have any data top-up

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Moderator
Moderator

Re: How to remove Data top-ups

Hey @kelvinkkl!

 

Happy to help you with that. Smiley

 

The text message response you got means that you no longer have a data top-up for your next billing cycle. If you want us to check your account to be sure, we can send you a PM or you can contact us here.

 

Let us know!



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