Very bad experience

[Kamakoye]

My father called to have me get my own fido account and the agent responsible was very rude when we asked questions and has misinformed us multiple times. He told us about a 70$ we had to pay and when we questioned it he simply waived it. Had we not mentioned it I'm positive it would've been another charge. I tried getting a new phone and he told me it was unavailable at the moment but I could check back myself and order it when it's in stock. Yet only Informed me of the month delay i had to wait only at the end. Not mentioning that I could have had the phone ordered sooner if I asked him. He also laughed at the end saying I would give him a 10/10 score on the survey but never provided a survey. I had never been through anything so frustrating.  

[FidoFaiza]

Hi @Kamakoye 

I’m sorry to hear that you were dissatisfied with the service you received. That being said, I’m glad to hear the Specialist was able to make an exception and waive the fee for you. Please also understand that customer service specialists don’t have control over shipping delays for phones. And as for the survey, it’s sent randomly via email.

I hope this helps. 

[Kamakoye]

My problem had nothing to do with a shipping delay because nothing should have been shipped. I shouldn't have been charged the fee in the first place. He opened a new account and added a new phone number with a new plan I did not want. And when I told him he said it was procedure. He also said he would reach out to me to resolve an issue but never did. 

[Kamakoye]

I was also recently charged for that plan and after another hour on the phone my old phone plan and the charges are being potentially credited towards my next bill. Wich is a huge inconvenience because I was not in a position to have that much money taken out-of my account at once because of your team's mistakes. 

[Cawtau]

Hello Kamakoye,

  Welcome to the community!

  Sorry to hear of your situation. However, you should note the forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we know the details of your situation.

  Unfortunately, it's possible your issue stems from a misunderstanding or miscommunication. I understand your father intended on you having your own account. Had you previously been on your parents' account with Fido? If your old phone plan is with Fido under your parents' account, that would have been a Transfer of Responsibility (ToR) of your line. Creating an account would not have transferred your line. It should be noted that there would be a fee for the transfer (see here). Regrettably, I do not know whether that fee can be waived. The new account appears to have been opened for a new line and new phone number rather than ToR. Occasionally, they may be able to waive the Setup Service fee.

   On the other hand, if your services were with another provider, then opening the new line and number is a normal part of the procedure. When purchasing a new plan, the line will be provided a phone number (temporary, if you intend on porting one in). You will only be able to get your current phone number once the porting process completes (see here). A new line cannot be created without a phone number and your phone number cannot port-over without an active line. There was no malintent in opening a new line with a new number. It is a necessary part of the process. You would need to contact customer service in order to port your number to the new line.

  I also understand you are upset with not being able to immediately purchase a new device. There is a delay as to when customers can finance devices after activating services (see here). I believe its intent is to prevent fraudulent device purchases. I do not know whether you would have been able to purchase the device without the waiting period even if the 30 days was mentioned to you sooner.

   In order to transfer your line to your account, your parents would first need to contact customer service and notify them of your intent to transfer the responsibility of your line. You would also need to contact customer service and notify them of your intent to take responsibility for the line. I do not know if they'll be able to transfer the line to the account you opened. However, they would not be able to port your number to the new line your opened. They would then need to contact them to complete the transfer.

Hope this helps 😀

Cheers