Hey @dhkddn2663,
Welcome to the community!
We know that overage charges are never pleasant, however, if the minutes were used then the charges would be valid and we can only make adjustments if ever there's a billing mistake.
It's important to note that calls are billed by the minute and not by the second, so they get rounded up to the higher minute. We also send text message notifications when you reach 90% and 100% of the minutes included in your plan. You might not receive these text messages if:
-You are out of a service zone or your phone is not turned on for a period of 3 days.
-The Text messaging sending system for the Minute Tracker is not working at the time where you should receive a text message.
Also, the Minute Tracker does NOT work outside Fido’s network and will not calculate usage while roaming.
However, in an effort to allow our customers to be able to access their own usage at all times to keep track of it, we offer different tools through which you can check out your usage at any time:
- through your online account on fido.ca
- through My Account the app
- by calling *3337 from your Fido phone
If ever your plan doesn't suit your usage needs anymore, make sure to log into your online account to see what other plan offers are available for your account. If you'd like to discuss your account further, you can reach out to us here or we can send you a message on the community.
Cheers!
Hello Meldar,
Welcome to the community!
Sorry to hear you daughter's phone plan incurred overage charges. I understand you feel a notification should have been provided prior to the excess usage However, it has always been the customers' responsibility to monitor their own usage and bills:
It is not necessary to cap voice or text messaging service charges since the use of these services is generally well understood and managed by consumers. ~ The Wireless Code; point 127
...it considers that a requirement to provide usage notifications or usage monitoring tools is not the best solution to prevent bill shock. ~ point 124
While Fido does not provide notifications for voice or messaging overage usage, they do provide a means of monitoring call usage (ie My Account app).
I understand your daughter might not have been aware of that call that was made. However, it was made using her phone and her SIM card. You might consider verifying her phone does not have any malware or viruses on it. Even iPhones have been known to make random calls on their own (see here).
I also understand teens might not be fully aware of consequences of going over their limits. My nephews had pre-paid plans when they first got their phones and plans. The appeal of pre-paid plans is that overages are generally not possible. Funds need to be in the account before additional usage can be accessed.
I further 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 arranging a payment schedule. To make an arrangement, you'll need to contact the credit operations team. It should be mentioned that a payment arrangement might not be available in all situations.
You should note this forum is community-driven and not intended as a venue for customer services. If you would like to further discuss your situation, 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.
Hope this helps 😀
Cheers
