Poorest customer service in regards with billing

[Jyot]

I have been with Fido since more than 2 years and have 2 lines added. Since Dec they cut me off from long distance calling add on without sending any notifications. They mentioned on call when contacted that I should be looking into the bills sent previously. I wasted 4 hours with their customer support on Jan 13 , 2023 to get the $80 adjustment on my last month bill. The supervisor told that he can add international calling to my account which I agreed to. Now this time  when I got my bill, there was no add on added and I was charged for the LD call mins. I tried to contact few times in last 3 days through chat and phone to get this adjusted. They wasted so much time, but said that call notes are missing about the add on and so they could not make adjustments. I tried to explain the situation to the supervisor but they did not agree with me. I am so very frustrated as I am being held responsible for their technical glitch or agent's mistake. How can I prove it that add on was added by the agent I talked to? 

[FidoSaad]

Hey there @Jyot !

Sorry to hear about your recent experience. It's good to know that since 2022, we've introduced a feature that blocks your international calling when your promotions ends. 

This means that not only we will give you a heads up 3 months prior that your promotion is ending (available on your invoice and you can also confirm on your invoice the expiry date of your promotion), but we would also block your ability to make international calls when we remove your international long distance coverage.

If no action is taken after the promotion expiry date, your international long distance service will be blocked.  That said, to continue using international long distance calls you will need to contact us and to request the block to be removed. You can then choose to continue at a pay per use rate or select an add-on. To do so, you can contact us on these channels and we'll be happy to assist.

In regard to the changes not being made by our agents, I truly apologize about the experience. As this would require access to your account to have us review the situation, please contact us so we can take a closer look.