Request of help

[yolaine41289]

Dear Fido Team,

My name is Yolaine Cisneros, and my husband and I have been your clients since we arrived in Canada last October. During these months, we have always received excellent service, and I have expressed my satisfaction in each survey I have filled out.

This month, however, our service was suspended without prior notification. The reason was that we exceeded our credit limit for international calls made to our relatives in our home country. My husband saw in the plan description that he had 1000 minutes of international calling, but it was not specified that it was only for certain countries and did not include my home country.

Now, we have a bill of over $900 that we must pay; otherwise, our service will be suspended, and our credit record will be affected. I understand that the account is valid, but I hope you can understand our situation. The plan description did not specify the beneficiary countries, and our lack of knowledge led us to believe we could use that number of minutes for international calls.

We have only been in Canada for five months as temporary workers, and our economic situation makes it difficult for us to pay that amount of money, which exceeds my current salary. I kindly request you evaluate our situation and find a mechanism that allows us not to pay that excessive amount of money. You can be sure that you will have two very satisfied clients for life, and we will extend that satisfaction to anyone who asks us about your service.

Thank you for your understanding.

Sincerely,

Yolaine

[Cawtau · Accepted solution]

Hello Yolaine41289,

  Sorry to hear you've incurred unexpected long-distance charges. It is unfortunate you and your husband were not aware those 1000 Intermational minutes were only to certain countries. It should also be noted that the list of included Countries can vary depending on when that particular promotion was obtained (see here). The list of included Countries for your and/or your husband's plans should have been provided with the confirmation when you signed up for services. It should be further mentioned that those 1000 International minutes are a promotional offer and might not be on your plan(s) indefinitely.

  I understand this is a difficult time and receiving such a bill even more distressing. If you're unable to make full payment on the bill, you might consider trying to arrange a payment schedule. To make an arrangement, you'll need to contact the credit operations department. It should also be mentioned that any arrangement would be at the discretion of the credit operations team.

  You should note that the forums are community-driven and not intended as a venue for customer services. We would not be in any position to address your issue. If you wished to discuss your situation, you would need to contact customer service. 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