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G-Yuen
I'm a Participant Level 2
I'm a Participant Level 2

 

I have had an internet account with Fido since 2017 and I cancelled for Oct 31 2021. But I did my due diligence to contact Fido in a timely manner to inform them of my move date, cancellation, update address, and returned all modems within

a week of that date. In November I realized I overpaid the account by $60. I have been calling Fido since December until now (April 😎 and I have yet to receive my cheque. I have been calling at least ONCE a month to get NO answers. NO help. They sent the wrong cheque to my OLD address and then had to cancel the cheque and re-issue a new one. Every time I call Fido - I get a

new person - a new excuse. Today of all day, the CSR named Jay (which I would like to complain about as well he was not helpful and rude)  he had the audacity to tell me that Fido issued it twice and it was my fault that I did not update them with my new address ans to state Fido Sent the cheque twice.  Twice to the wrong address!!! AND to top that off it's another 6-8 weeks to get the cheque is what I'm told today. April 8!!  Meaning this could drag on possibly till June!!  When I overpaid $17 at The Bay - the cheque arrived in one week. This is hitting the 6 month mark since I canceled my account Oct 31 201. Tell me how this is acceptable?!When Fido wants their money - they

send multiple reminders to send payment and soon after the 30 day they sendyou to collections.

As a customer - how do I get MY money that is owed to me? I was an excellent customer that NEVER missed a payment, and this is how I'm

treated.There is NO escalation process whatsoever. No one knows anythingand the excuse is thrown onto the back office process. Absolutely ridiculous.

 

I will be making a complaint to the CRTC, consumer relations and the BBB  since I am getting no help from Fido whatsoever. 

 

2 REPLIES 2

FidoSaad
Moderator
Moderator

Hey there @G-Yuen!

 

Sorry to hear about your recent experience, that is definitely not the kind of service we'd want to offer.

 

We do in fact have an escalation process and I apologize if this was not shared with you by our agents. You can find it online on this page.

 

I understand that you've reached out to us multiple times to have this resolved, however our specialists should be able to resolve your situation as quickly as possible by contacting us once more.

 

Hope this helps!



G-Yuen
I'm a Participant Level 2
I'm a Participant Level 2

No I was told by a rude CSR named Jay that there is no escalation process and even if I speak to a supervisor it won't help as they will tell me the same thing. And says it's a back office issue. 
he has been the rudest person I have spoken to so far since I have had to call in once a month. What u provided is an external process. It's a huge disappointment that a company as big as Fido does not have an internal process. 
I have submitted my complaint to multiple sites.  I had to search on the web on how to complaint. CCTS, CRTC, BBB, ministry of govt &  consumer services and the complaint board.