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May 14 2019 FIDO $10 Account Handling Fee

I'm a Participant Level 3
I'm a Participant Level 3

What's up with this? Starting May 14 2019 FIDO customers will be charged a mandatory $10 account handling fee to complete transactions with a live agent, chat or social media.


Are the other major carriers going to charg to speak to a live agent as well?


I'm a Participant Level 3
I'm a Participant Level 3

Perhaps to voice our dissatisfaction everyone should call twice a day to speak to a live agent until the handling fee kicks in?

Hey @dannywg


Thank you for your feedback!


We're not able to comment on what other carriers do or don't do. 


The good news about the fee is that it applies to a select list of transactions that are available through our self-serve options. Anyone can perform these select transactions for free using one of our self-serve options whenever and wherever it is most convenient.


You can check out the full list of transactions right here. Smiley


I hope this helps!

I'm Helpful Level 2
I'm Helpful Level 2

While not currently on the list, I assume that calling in and attempting to speak to Loyalty and Retention will soon incur this fee also?


I mean, if the first representative that you contact manages to acknowledge the existence of that department and successfully complete the transfer to them...

Hey @Hwr778!


As specified in the solution above, this only applies to certain transactions, and these transactions are only transactions that can be performed by the customer themselves through our self-serve tools.


Hope this helps!