Hi @Naureenz,
Welcome to the Community!
You definitely shouldn't be charged for WhatsApp calls as they aren't at all related to usage made from your phone number. I strongly recommend you go over your usage to make sure the call was indeed made using WhatsApp.
Feel free to contact us over these methods if you still need help.
Hello Naureenz,
Welcome to the community!
The issue you've mentioned isn't the fault of the mobile providers. It happens across multiple providers. WhatsApp seems to be the culprit. While it's not mentioned on their website, it appears as though the app will automatically switch to using mobile airtime minutes (within the app) if it deems the internet connection is too slow for voice calls (see here and here). It should also be mentioned that other messaging apps may also behave in a similar manner.
One suggestion would be to enable Airplane or Flight mode and manually enabling Wifi prior to making the call(s). Doing so should prevent the app from switching to mobile services if the Wifi internet connection is not sufficient. However, it also means that you wouldn't be able to make WhatsApp calls using a mobile data connection.
@Naureenz wrote:
... I called her from WhatsApp. When I received bill, fido charged me extra bill . I request Fido Please stop scamming
Fido isn't trying to scam anyone. Phone companies cannot divert calls from within apps to cellular calls. The mobile providers do not decide which calls go over their networks. That determination is made by the phone. They merely connect calls which the phone request to be made. In your case, it appears as though WhatsApp is made the call over the cellular networks. They only know usage. Unfortunately, WhatsApp connected the call via the cellular networks. Not connecting to the networks (ie Airplane or Flight mode) should prevent that from happening.
Hope this helps 😀
Cheers
Hey @ksk1989,
Welcome to the Community!
We're sorry to hear about the unwanted charges you have received on your invoice. We certainly do not want any such surprises for our customers. That said, customers are only billed for the usage that is made and validated from their Fido sim card according to the rules and regulations enforced by the CRTC.
It is important to note that we do not provide notifications for airtime usage. However, our customers can monitor their usage 24/7 through their Fido account. How do you manage your usage?
Hello @bharatdodeja,
I definitely understand how important it is to be made aware of changed within your account. If your international long-distance add-on expired, it would've been shown on your bill at least one month before the expiry date. Also, if you change plan and your add-on expires, you would receive an e-mail letting your know that it would be taken off your account.
We make sure you're made aware of all changes to make sure no one has any unexpected charges.
Hope this helps!
Hey there!
We sent you a private message but never heard from you. Please get back to us in private and we'd be happy to review your account with you.
Hi 
Normally the ccts is to fill a complaint after all things done. The first step to do is to go in the Fido Store., and recontact the customer service. If after your issue is not resolved you can contact the ccts, but you need proof to confirm the steps fido give u doesnt work. You can try to contact Fido first.
Have a nice day It's been a pleasure to assist you today.
You can mark my answer as the best if you want gotcha
Hello EYIW,
Welcome to the community!
Is that line still under contract? Were you subsidising a device? I believe most of the 1000 International minutes offers were promotional and usually provided for 24 months (as in current offer on Fido.ca). If your contract has ended, the 1000 International minutes would also have ended. While Fido generally allows their customers to keep grandfathered plans (on a month-to-month basis), promotions and discounts are not necessarily carried over in the same manner.
@EYIW wrote:...I understand that perk may end and I called the customer service hotline but they say they cannot adopt the package rate (i.e. $5 + $0.03/minute) for Feb-Mar 2020 biling cycle...
Unfortunately, once the billing cycle has ended, they are unable to retrospectively make changes to your plans.
Hope this helps 😀
Cheers
Hello @EYIW,
Welcome to the community!
Whenever any bonus feature or add-ons are coming to an end Fido always notifies us on our invoice of the end date 30-90 days before the end date.
If you get the preferred calling rate add-on now it will only work for calls going forward you can not have it applied to calls already made.
I know this is not the answer you will be looking to hear but If you made the calls then the charges are valid and you will have to pay the bill.
If you are unable to pay the bill at once you can reach out to customer service and ask to set up a payment plan option to give you time to pay it off in smaller amounts.
