I called the customer service and I was offered a device finance and phone plan as part of the customer retention offers. However, later when I received the account change confirmation email, it had a different, higher, price to what I was told on call and agreed to. I called the customer representative team after that and all they had to say was that they can not be accountable for what a representive offers on the phone call, they are only responsible for what appears in the email. He even agreed that the previous representitive should not have offered what he did. This was a terrible experience with fido representative, as this just takes away the credibility of a customer representative and the deals they offer if Fido can backtrack from the cost they initially offered. I am not sure how escalate the issue, as no help was provided from the representitive either.