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Multiple issues with adding lines

I'm a participant level 1
I'm a participant level 1

I am an existing Fido customer. I had my own plan and called in to inquire about adding two lines for my brother and dad for the black friday deal 30gb/$34. I asked the rep if my plan could also be changed to this, which they agreed. They also then told me if they did these changes for me that they could add an extra 10 gb for each plan and that they would waive all activation fees. I told the rep I could do it myself online, but they said to get the extra 10 gb it's better for them to do it and they assured there would be no activation fee.


The next day, I receive 3 emails of the initial confirmation, one for each plan. I then receive only two followup emails(one for my plan change and one for adding my dad). I received nothing for my brother's plan, and I noticed in my dad's agreement that they still charged a $60 activation fee. So I am left with two issues that they charged an activation fee on call that they said they wouldn't, and received no followup about my brother being added while receiving multiple shipping updates for my dad's sim. I can expect another $60 activation fee for my brother's, if that even goes through. This is very frustrating as I can't deal with an extra $120 activation fee when being told it was waived multiple times, and my brother's line being added seems to be stuck in some limbo. Please help me urgently. I feel like this situation is too complicated to try to speak to reps over the phone when they already messed it up.


Senior MVP Senior MVP
Senior MVP

Hello Eliashasan1234,


  Welcome to the community!


  Sorry to hear of your situation. Unfortunately, we do not know the details of what was previously discussed. That said, if there was a promotion to waive the set-up fees, it would generally get initially charged and then credited back a few bills later (see here).


  I understand you have already contacted customer service. However, you should note this forum is community-driven and not intended as a venue for customer services. We would not have access to customer accounts. If you wish to further discuss your situation, you would need to re-contact customer service. 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 😀