New account says cancelled before activation.

[arivera]

I am new to Fido. I got a new phone and new plan online on Nov. 24 and asked for the activation date be scheduled for today (Dec.7). I've already received my phone a few days ago and the SIM card. Until today, I saw that my account said 'cancelled', but I thought that maybe that was because my SIM has not been activated yet. Now that today is my activation day, it still says cancelled and my SIM has not been activated. 

I've connected with customer service who said that my account is already authenticated with Fido but that I needed to contact the validation team as there are notes on my account. I was given a specific number and name, so I called and was sent to voicemail. I have left a voicemail but scrolling through the forums, many people have said they have not been reached out to even after leaving a voicemail.

I'm honestly just very confused about why this is happening and would like some answers, especially as a new customer.

[Cawtau]

Hello Arivera,

  Welcome to the community!

  Sorry to hear of your situation. I understand it would be confusing and frustrating after just opening your acount. However, you should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts.

  That said, from what you note, it sounds like your line may have been flagged as being possibly fraudulent. I understand you might not have any nefarious intent in opening your line. For whatever reason, the line might have been identified as being suspect. The measures in place are meant to protect customers. Unfortunately, they may also falsely flag innocent customers. The validation team would likely just need to verify your identity.

  If you wished to discuss your situation, you would have to contact customer service again. However, they may still need you to contact the validation team. In addition, 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 😀

Cheers