Hi guys
Need suggestion. I overused my long-distance minutes in fido so they charged me $968+tax more than my bill. It was my mistake :(. My mom is sick in India so I had to make many calls in the last few weeks, initially, we thought she got covid but thank god its not covid but she had to go to hospital multiple times for tests and scans. As I’m a bio student so I had to explain about my mom’s health treatments. I talk to the doctor over the phone and explain to my family about it.
With this stress, I couldn’t track the long-distance minutes usage…
I get a notification when I was about to hit my data limit and for long-distance calling I didn’t receive any warning so I was not aware of my minutes usage. I never went over my limit in the past years this is the first time.
I’m a student and my husband’s work is slow now so he is working reduced hours. Already we are in struggle and this paying 1000$ is seriously a lot for us. I called fido customer service to get some help but they said they can’t waive or reduce the amount. They said they can arrange some payment plans. 
Is there any way I can request Fido to reduce the amount? Customer service told me to contact the billing section but even there no help. I’m so helpless now.
Please any help is valuable. I have 10 more days for the billing date. Please let me know what I should do now. I’m very depressed now, don’t know what to do.
Hello Ermcyomor,
Welcome to the community!
Sorry to hear you've incurred unexpected long-distance charges on your bill. However, you should note these forums are community-driven and not intended as a venue for customer services. If you would like assistance with your matter, you would need to 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.
In the mean time, 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 trying to arrange a payment schedule. To make an arrangement, you'll need to contact the credit operations department. It should also be mentioned that any arrangement would be at the discretion of the credit operations team.
Alternatively, it may be possible to set up a Promise to Pay via your My Account --> My Bill --> Billing & Payment --> Set up Promise to Pay. However, I'm not sure whether that option is in lieu of contacting the credit operations team.
Hope this helps 😀
Cheers
Hello @cherry569,
Welcome to the community!
I definitely understand how having a larger bill than expected can be frustrating.
You're welcome to reach out via these methods if you need help with your account.
Hey @Max_1986,
Welcome to the community!
We're sorry to learn about this. We're glad your mom is doing better, and we wish her a swift recovery!
We can definitely understand how this situation didn't help the overage that took place recently. We'd love to take a second look into things with you.
You can get in touch with our customer service, or we can send you a PM here if you prefer. 😊
Hello @FidoLony
Thank you so much for your reply...
I called fido customer service again and forwarded my file to the manager. The manager called me and helped me out. She said she was sorry for what happened and told me she can reduce the extra fee by 75%. Thanks so much to her and the other customer service representatives who were very kind and listen to me and tried to help me out. _/l\_.
She explained to me how to keep an eye on the usage because there won't be any warnings from fido if you go over your long-distance limit. The only way is to keep checking your usage in the app or online in fido my account.
She also mentioned that if I'm anticipating calling over 1000 mins, she told me to add the $5 addon for the international calls that will reduce the rates drastically ($.02 for India). ( Standard rate without add-on is $1.50/min)
I'll keep an eye on it.
Thanks for your message again. 
