Unable to update credit card ( Prepaid )

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I'm a Participant Level 3 Tekovince
I'm a Participant Level 3

Unable to update credit card ( Prepaid )

Hi there... I had to get a new Credit Card number a few months ago, and Fido charges me yearly for my phone plan. The charge was supposed to go through last night but it didn't since my old credit card is no longer valid.

So I go to the Manage Credit Card page in my account, enter all of the info for my new credit card, and click Continue.

At this point all I get is a message at the top of the page. 
Oops!
That doesn’t seem to be working.!

Tried different browsers.

Oops!
That doesn’t seem to be working.!

Tried re-typing in my billing address
Oops!
That doesn’t seem to be working.!

Re-verified my card number and cvv code at least 10 times
Oops!
That doesn’t seem to be working.!

Purchased something on eBay with the same credit card
Success!
Tried card on Fido.ca again
Oops!
That doesn’t seem to be working.!

What isn't working? Is it blocked because the transaction didn't finish processing? Is the website down for maintenance? Is the credit card validation system down? Are the Fido heardquarters being attacked by a giant Stay Puft marshmallow man? Can we get more descriptive error messages?!

 

 

 

Accepted Solution

Re: Unable to update credit card ( Prepaid )

Hey @Tekovince

 

That's really odd, I'm not sure what happened with that PM, so sorry about that! 

 

In the spirit of sharing the full details, you can use our IVR system over the phone to update the credit card information by pressing options 3 - 4 and then 2. 

 

Thank you for taking the time and sharing these updates with us in regards to the website, I'll make sure it gets forwarded to the right people!  

 

Can you also let us know if you were already refunded the amounts that were charged at $1 per attempt for this? It should have been an automatic refund that you could check in your pending transactions. 

 

 

 

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I'm a Participant Level 3 jcoles
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

Here I am a year later. Same problem. Every other online retailer has no problem with my credit card.

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Message 31 of 53
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I'm a Participant Level 3 jcoles
I'm a Participant Level 3

Re: Unable to update credit card ( Prepaid )

The problem might be that my name is slightly different (includes "Mr." and middle initial) on the credit card. I have not been able to find a way to change my name in the profile.

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Message 32 of 53
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Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

Hey there @jcoles!

 

We can look into it, we'll be sending a PM your way to confirm the information together :).



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Message 33 of 53
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I'm a Participant Level 1 20Ck5742
I'm a Participant Level 1

Re: Unable to update credit card ( Prepaid )

This is a somewhat understandable business practice to deter identity theft or credit card fraud ;but also kind of redundant and in a way blocks more legitimate users making honest transactions than it does deter a criminal.

The mandatory name and address must match policy on prepaid accounts is stupid and kind of defeats the anonimity we own prepaid phones for, prepaid gift card type Mastercard,Visa and AM have no name or address neccesarily attached to it. My phone names are ridiculous like Iowe Fidomoney, Bat Man, Satan Clause, firstname  lastname and usually anything I think will look hilarious on call displays. Any stolen credit card or frauded credit card transactions are recorded and attached to a trackable phone that's used by someone to call people they know and usually access all their social media accounts, take selfies and do other easy case building stupid moves that expose themselves and their location openly without any real investigating power needed.

There's never an instance where the fraudulent activity couldn't be tracked right to the person doing it very easily, plus there's many back doors for people making fraudulent transactions if they're really determined to do it.

I  think in all fairness to the end user and the anonimity they're paying premium prices to have we should be given the benefit of the doubt that we intend on doing legitimate transactions.

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Message 34 of 53
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I'm a Participant Level 2 dpgt
I'm a Participant Level 2

Re: Unable to update credit card ( Prepaid )

I am also having this trouble. I just realized the card I'm wanting to use has my middle initial. How do I add that? I also have tried several times to update my billing address but it never works. Not sure if it's because it's a PO Box? Thanks

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Message 35 of 53
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Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

Hey @dpgt

 

I'm sorry to read that. Sad

 

Let me ask you, have you tried to enter the card without the middle initial?

 

Also, how many times have you changed you address on fido.ca in a year?

 

Let us know.



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Message 36 of 53
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I'm a Participant Level 2 dpgt
I'm a Participant Level 2

Re: Unable to update credit card ( Prepaid )

I hadn't taken note of the Interac option. That was far simpler than all the hassle with trying to add a credit card so now I've done that.

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Message 37 of 53
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Community Specialist
Community Specialist

Re: Unable to update credit card ( Prepaid )

Great! Happy to hear it @dpgt!



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Message 38 of 53
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I'm a Participant Level 2 dpgt
I'm a Participant Level 2

Re: Unable to update credit card ( Prepaid )

I still think there should be a simple option to pay with a credit card as that would be my preferred method of payment.

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Message 39 of 53
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Former Moderator FidoGabrielle
Former Moderator

Re: Unable to update credit card ( Prepaid )

I understand it may not seem ideal and I will make sure to forward your feedback @dpgt.



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Message 40 of 53
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I'm Experienced Level 1
I'm Experienced Level 1

Re: Unable to update credit card ( Prepaid )

goto store that may help, then call 611, good luck

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Message 41 of 53
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I'm a Participant Level 1 CommunityUser44
I'm a Participant Level 1

Re: Unable to update credit card ( Prepaid )

This is astounding. It's been over a year since this problem was brought to Fido's attention and it's still an issue. My credit card expired, my new card has the same number, and the same name, and yet I still get the error OOPS! That doesn’t seem to be working.! How such a basic feature has been left broken for over year is anyone's guess, but it reflects incredibly poorly on Fido. I've never had such an issue on any other website. Do you not want my money, Fido? Because that's how this makes me feel.
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Message 42 of 53
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Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

Hey there!

 

Welcome to the community Smiley

 

I'm sorry to learn you've been having issues updating your credit card.  Did you make sure the name and address on the account matched the info on the card?  Also, it seems that other users were able to update their card through the automated system, did you try doing that?

 

Keep us posted!



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Message 43 of 53
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I'm a Participant Level 1 44444
I'm a Participant Level 1

Re: Unable to update credit card ( Prepaid )

i have also bee n having the same issue updating a credit card.  It is incredibly disappointing to see the same cardboard responses from Fido's reps.  Reading through this thread reveals how canned and insincere the responses are.  There is definitely an issue with the most basic level of functionality in their website, but all we get is a "A problem with our website?  That's strange.  Have you tried not using our website?"

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Message 44 of 53
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Moderator
Moderator

Re: Unable to update credit card ( Prepaid )

Hey @44444!

 

This is a feature we want our customers to be able to use and it should definitely work.


Can you give us some more info as to what the exact error is? Also, do the card and account info match as @FidoJulien mentioned above?

 

Let us know Smiley 

 

 



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