Irresponsible Fido agent at Pearson Airport

[yayushi]

I opened a fido account at T3 Pearson Airport when I just arrived to get a new number quickly and they told me there was no set up fee. However, the number they gave me has been used by someone before ( I found it when I signed up for uber and I received texts from the bank for the previous owner) so I changed the number by myself online. 

But set up fee was still included in my first month's bill and when I called, they were very unpatient. They told me it is because I changed my number in 24 hours. I contacted online service but got the reply that it is incorrect information. There is no charge for changing my number through self serve. To waive the fee, the online serive required their note so I asked them to leave a note that the set up fee for my orignial number was waived. However, they have only mentioned that the charge is for changing the number and refused to receive my call since that.

I do not know how to contact them and waive the set up fee and people working at the airport are really irresponsible, giving me wrong information and refusing to solve further problems. 

[KAPABLE-K]

Hello @yayushi,

Almost all numbers are recycled especially the older area codes like 416, and 647 so getting calls or texts for the previous owner is not uncommon. 

As for the fee it is charged when you activate at the store or through customer service the only way that fee is waived is if you do it yourself online through fido.ca. However, a lot of times the stores would have promotions where they would waive the fee but usually how it works is you get charged the fee, and then on your next bill you will receive a credit sometimes it can take up to three billing cycles.

In the end, it is customer service that will have to credit that fee, not the store agent, the store agent however needs to tag the account so Fido knows usually these are codes but I just experienced this myself and was told the same thing the store agent needs to put a note but if you contact the store they will say you need to contact customer service and now you are stuck, I would suggest you contact customer service and if the agent does not want to do anything ask to speak to a manager.

[yayushi]

Thank you for the reply. The airport is far away from me so I can only call them. If they do not receive my call, I cannot contact them. I will try to contact customer service to see whether there are any possible solutions.