Scammed by the fido winback team

[ychhoward]

I accepted an offer from the fido winback team a few weeks ago after I transferred from fido to virgin. They offered me a $25/20gb plan for 2 numbers (that totals $50) which I accepted. Last week, they sent over the new sim cards and issue a bill of $83 monthly fee + $50 setup fee.

I tried contacting the winback team through customer service and they told me to leave my contact which I did. They said the winback team is going to contact me within the next 48 hours. They haven't done so since last week. I feel scammed. Exercise extra caution when the winback team tries to sell you something. 

[mikusmeets]

last week i spoke to customer service here on facebook and asked Fido if they're willing to lower the price of my plan to meet all the new promotions from competitors:::

i was told it's not possible, so i therefore contacted virgin and signed up for a cheaper plan with the same data and benefits:::

today i received a phone call from fido asking me to come back to fido for a new plan that is cheaper than my new virgin plan:::

i said yes:::

however, before we hung up the call, the fido rep mentioned a few extra charges that would effectively bring up the monthly price of my new fido plan to in fact be the SAME price as my virgin plan (and not actually better)

i would like to have this information confirmed before i activate my new fido sim:::
i contacted cutomer service via facebook messenger and they said they cannot help me:::

[NK07]

No it is not a scam.

i got the same call and now I have this offer from last 6 months

[msnthms]

I also got a call from winback team when me and my girlfriend transferred from Fido to Koodo. I was given a chance to choose between e-sim card or the physical simcard and she referred me to get the e-sim card so I dont have to wait for the physical simcard in order to start using their service RIGHT AWAY. I waited for few hours to get the email for my e-sim card but I did not receive it so I called fido to follow up and the agent told me that they never email e-sim card so I have to wait for 2-5 business days for it to be mailed. The only reason why I choose the e-sim card is because the first agent told that they will e-mail me the barcode right away.

I waited for 7 days and still did not received any mail or e-mail for my barcode to activate my e-simcard. I've waited because the second agent told me that it was already shipped out but when I called them to follow up, they said nothing was shipped out. The third agent I was talking to transfered to custsmer support as she had no clue what happened. The customer support said that there is a problem with the e-sim card and adviced me to go to one of the fido branch and he was very confident that they can activate my e-sim card or get a physical sim card instead so I can use the service right away. I went to the store on a snowy day just to get it over with to find out that even them cannot help me to activate my account. 

Me and my girlfriend decided to just cancel it because its too much hassle for us and nobody seems to know how and where did our sim card go. I was told that I wont get any charges when I cancelled but couple days after I cancelled I got a 22 dollars bill while my girlfriend was negative 5 which does not make since because we both activated our account on the same day and cancelled it on the same day as well and we did not even get the chance to use their service because nobody knows how we can get our e-sim card. I keep getting lied and I cannot even trust them anymore. Been a fido customer for 9 years and I wanted to give them a chance but this is what happened. 

[FidoValerie]

Hey @msnthms ! 

Sorry to hear you decided to cancel your account after such a long time with us. 

If you do have a change of heart, we'd be more than happy to have you back.

Don't hesitate to reach out to us through any method listed here if you'd like to go over your options.

[EmmJay1258]

Hi, could you help me arrange a call back from Fido/rogers winback team. 

[Cawtau]

Hello EmmJay1258,

  Welcome to the community!

  You should note these forums are community-driven and not intended as a venue for customer services. As FidoValerie noted, you would need to reach out to them through the methods she provided above.

Hope this helps 😀

Cheers

[patrickchan]

i was also 'mislead' twice by fb/app chat. 

once was to get 5$ off the 38$ for 25gb deal this spring, i was told that i was mislead by fb chatter. 

second was 5$ off my current deal of 32$ for 16gb , i was told that billing cut off did not show this, i checked the app chatter told me, no go , 

this company needs to show all deals on their website or app, no "speical" loyalty deals that are hidden.  

[zxcqwe1101]

I'm experiencing the same issue. Fido winback team called and offered me 35GB for $35/month and $60 set up fee will be waived . The plan sounds great and I accepted. I received the agreement via email next day but it showed the plan is $85 with discounts $15 and $25 for 24 months. So after discounting, I still need to pay $45 monthy which is different to the offer that winback team promised. I feel scammed too.

[FidoNajat]

Hey @zxcqwe1101! We regularly come out with targeted offers for different lines based on multiple factors often determined by the system itself such as usage type, your location, the amount of usage, the price you pay for services, etc.
Those exclusive offers can be easily found on your Fido.ca. Feel free to contact us if you need help. 
 

[SHAOSPLAN]

tell win back team to call me please I left fido 778 522 8712

[FidoAlex]

Hey @SHAOSPLAN, Alex here! 

Our winback team has their own list of customers that they call, we don't decide who they call, sorry! 

If you're interested in coming back with us, I'm sure we'll have something that fits what you need. Feel free to contact us through any of the channels here and we'll be happy to help. 

[FidoNajat]

Hey @zxcqwe1101! That doesn't sound right at all. Feel free to contact us so we can take a closer look at your account. 

[zxcqwe1101]

I received the bill and I realized Fido only gave me $25 credit. So I need to pay $60 for monthly plan in instead of $35. I contacted customer service team many times and no one deal with this problem for me. I am very disappointed in Fido. I will definitely change to another service provider and won't come back to Fido anymore.

[FidoKenny]

Hello @zxcqwe1101 

I'm sorry to hear about your experienc. To get this looked into, it will be important to get in contact with our customer service.

You can find all the ways to reach us here.

[ychhoward]

I was charged $80 for 20gb before applying any discount or promotions. With a "partial discount", they are giving me -$25 in total only for the first month prorated and second month bill. The amount "$80" is never mentioned to me when we verbally accept the offer but the prorated charge is prorated at that $80. This is the first issue. 

For the second issue, they are still charging me at that $80 even if it is a full biling cycle. According to what @Cawtau  said, the offer should have applied already when the second billing cycle starts. So the bill is wrong but the customer representative is being rude and not helpful at all

[Cawtau]

Hello Ychhoward,

  Welcome to the community!

  Sorry to hear you feel scammed. However, have you viewed the billing details? You can do so via your My Account --> View & Manage Bill. From there, you can Save or Print a PDF copy of your bill. Generally, the billing cycle starts a few days after you activated services. Those first few days before the billing cycle would be prorated and included in your first bill (see here). That is why the first bill is usually more than the regular monthly fees. As far as I am aware, all providers prorate the first few days prior to the start of the billing cycle (see here). Is it possible that bill is more than expected due to those prorated charges?

Hope this helps 😀

Cheers

[congchen]

I had exactly the same issue as you are experiencing now. The promotion was only partially applied. I tried to contact customer services, went to the store, talked with the online specialist, and nothing helped. They just said that I would get a call back from the WINBACK team in 24-48 hours, and I'm still waiting for their callback. I assume this is a scam if this happens not only to one returning customer. Did you finally get their callback? Or did you suspend your account? Any updates or suggestions?

[Cawtau]

Hello Congchen,

  Welcome to the community!

  Sorry to hear you're having issues with your account.

---

@congchen wrote:

 .... The promotion was only partially applied....

---

  What do you mean by the promotion only being partially applied? As explained in my post above, the first bill generally includes the first few prorated days in addition to the regular monthly fees. However, most promotional discounts would not apply for those prorated days. I believe the promotion for those first few days are not prorated in order to standardise the discounts for all customers. As mentioned, the billing cycle starts a few days after activation. However, it may be 1 or 2 days for some customers or possibly 7+ days for other customers before the start of their billing cycles. Starting the promotional discounts at the beginning of the billing cycle means all customers (receiving a particular promotion) get the same amount of discount as per promotion. Is it possible the promotion was applied at the beginning of the billing cycle and did not include the first few days after activation?

Hope this helps 😀

Cheers

[ychhoward]

This so called prorated charge at the non-discounted price is not mentioned to us when the winback team calls. We confirmed with the winback team that we are paying $25 for each month, and the $50 setup fee will be waived. There is no economical sense that we are swtiching to a more expensive provider.  The prorated shouldn't be part of the contract as it is not mentioned to us and the winback team confirmed that $25 is the full and final price we are paying each month. It is a misrepresentation. 

@congchen we should file a complaint with CCTS.