A/C no *********
I am senior citizen with problem of short hearing and no income. I was using Fido plan and was paying price around 30 a month. In the month of August of last year I wrote a letter that I was leaving Canada for 6 month and will be back in March 2020. Please therefore suspend my phone. Their rep informed me suspension charges $30 a month which I objected because I was paying the same price for their plan. He therefore reduced the amount to $15 without telling any plan or price as its characteristics which I paid and he confirmed to add suspension. In November at my destination I noticed roaming charges and immediately asked my granddaughter to contact Fido. I was informed that they have added suspension at a reduced rate of $7 a month which is not correct. They were charging plan price of $15 plus 7.
When I came back on March 1st I find that they have from my credit card charged 160.54 and they left a liability of $307.24 due to nonpayment. I also came to know that they had not suspended my telephone rather it was done from December for my next complain for 3 month which they had acknowledge. I requested them to put my request to their seniors for consultation, They said that it is not possible and whatever their colleague says that the charges recovered by them is correct. My point is that my annual telephone bill at the rate of 60 is about 360 whereas they have already recovered 160.54 plus 307.24 which I have paid in installment. I suffered a great loss due to their mistakes and not advising me their loyal plan and price before usage. So I have to pay roaming charges, long distance charges, nonpayment charges, and price for over and excess call of the prescribed limit. I therefore request you to direct the Fido to refund the excess amount charged from me due to their mistake.
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We send a complaint to the ombudsman but no reply is coming would you please expedite because I paid all this bill from borrowing the money from my grandsons.
Hey @Ahmadak40! Thanks so much for the update.
You mentioned reaching out to the Ombudsman, did you first speak to a manager and the Office of the President?
Keep in mind the Ombudsman will only take cases if they've followed the above escalation process. If that didn't happen, let us know and we'll send you a message so we can review things with you and work towards a solution.
If you were referred to the Ombudsman by the Office of the President, we suggest getting in touch with your advisor from the Office of the President to see what's going on.
Keep us posted