New device plan shocker

New device plan shocker

New device plan shocker

I'm a Participant Level 3

New device plan shocker

I recently switched two mobile phone plans on my account because my son and I needed newer phones. I found a pretty reasonable plan that allowed us to pay off the phones over a two-year contract. One of the phones was defective and Fido replaced it. We are now happy with our phones. However, I noticed that fido has billed me for over $1300 charged to my credit card. WTF. Who do I contact to get this fixed ASAP? I've been on hold by phone to your solutions specialists for over an hour and counting and my blood is boiling! Also there's no option to stop listening to the idiotic hold music.

 

Update: I've also called in from another line and am waiting on hold for an account specialist. So disgusted! Your "you can manage everything you need online" comments just infuriates me all the more. You need a Mistakes option that takes customers quickly to someone who can fix your screw ups.

8 REPLIES 8
I'm a Participant Level 3

I've posted under General Support (New device plan shocker) and still haven't got a satisfactory solution despite hours of trying, plus additional time reaching out to this community's admins (one of who took my personal info, but never got back to me!). So I thought I'd post here too. Can someone quickly sort this out for me and my family?

Hey @Woof2020 Smiley

 

We've merged your two posts in the same thread to make it easier to follow.

 

If you've already reached out via the link provided by @FidoAnthonyZ with no luck, we can also send you a PM directly through the Community.

 

Let us know!



I'm a Participant Level 3

So I spoke to a supervisor finally, who offered to refund the huge amount I was owed back to my actual credit card and make a small compensation on one of our two lines. But when I saw the email after that call, it didn't appear to reflect the solution I was offered. I came back here and posted my case numbers and asked one of the admin people to look into the matter. Someone (Philippe, I think) messaged me that he had taken my post down (maybe because of the case numbers) and offered to check into the matter for me. I gave him my personal account info. More than a week has passed and I've received not a word back. I appreciate that this is a busy time of year, but I feel abandoned and/or ignored now. Really hating this whole experience enough to leave Fido after many many years!!!

Hello @Woof2020,

 

Sorry to hear it's taken longer than expected to have this resolved. It definitely wasn't our intention. 

 

Feel free to reach out to us via these methods and we'll be happy to look into this with you. 



I'm a Participant Level 1

What is the bill for? A device or service.

I'm a Participant Level 3

It seems they've simply charged me outright for the devices instead of adding them to be paid off over the course of the contract that I agreed to. No idea how or why this happened and I'm fed up waiting on hold. It's been more than two hours now and I'm just truly fed up with Fido and worried about this bill...

Hey @Woof2020

 

That doesn't sound right! We are very sorry for all the inconvenience this caused you. We are a little bit busier than usual during this period, but we do offer other ways to contact customer care as well. Were you able to get in touch with us after all? 😊

 

That said, did you get the chance to review your bill to see if the charge is for the new phone, or the phone you initially exchange?

 

Can you also tell me if the initial exchange was completed within 15 days of Satisfaction guarantee?  



I'm a Participant Level 3

So after more than 2 hours on hold (combined) I finally reached a lovely rep in Vancouver who opened two cases for me. She confirmed that this was a colossal screw up on Fido's part. I have been mistakenly charged more than $1100 and I have to wait for someone else in the corporation to decide how I will be reimbursed. It had better be on my credit card because I will already have to pay that charge the first week of January on my credit card now... At this time of year, it really bites, in so many ways. I and my sons have been loyal customers of Fido for many years, and I can't believe this is what I'm up against now... There had better be some sort of compensation for my trouble is all I can say.