Victim of fraud!!

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I'm a Participant Level 2 dijo_65
I'm a Participant Level 2

Victim of fraud!!

Hi,

 

I have been a recent victim of fraud where someone was able to access my account and approve themselves as an authorized user. They then proceeded to upgrade my phone and take it for themselves, as well as sign me on to a contract (from being a month to month user). All of this was unauthorzed by me. I have a case opened and fraud department was supposed to call me back in 48 hours. It has been a week now, and eveytime I call customer service they are just promising me that I will hear from fraud department by the end of the day.

 

I am getting very impatient and worried that someone out there has my personal information and access t my account. I also now have a plan and contract that I definitely cannot afford to pay for. Please help me. I need fraud department to look into this ASAP. 

 

This is crazy that someone was able to impersonate me either via chat/phone and be validated by FIDO customer service. 

 

I am tired of waiting!!

 

 

Accepted Solution

Re: Victim of fraud!!

Hello Dijo_65,

 

  Welcome to the community!

 

  Sorry to hear that there was fraudulent access to your account. Have you taken the appropriate measures? At the very least you should change your passwords and cancel your credit card...

 

  If you haven't already done so, you might consider informing the Canadian Anti-Fraud Centre. You should also consider the advice here. It may seem like a hassle, but any preventative measures taken now are definitely better than trying to sort out stolen identities after the fact.

 

Hope this helps Smiley

 

Cheers

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Message 1 of 19
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I'm a Participant Level 2 amirvf
I'm a Participant Level 2

Re: Victim of fraud!!

I just filled out the form. I also tried to reply to you. But I think there is a problem in your website here as well.

 

I received the following error message while tryin to reply to you:

You have reached the limit for number of private messages that you can send for now. Please try again later.

 

And that was my 1st private message ever!!!!!

 

Anyways, let me know if you need tracking numbers or not. I can share them with you if you could not find it in my profile.

 

Let me know here if you could find my profile and number in the filled form or not. Because the system does not let me send you Private Messages.

 

Thanks,

Amir

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Message 11 of 19
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Former Moderator FidoManuel
Former Moderator

Re: Victim of fraud!!

That's really odd! I've received the information, I'll try to send you another private message, let me know if you're able to reply. 



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Message 12 of 19
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I'm a Participant Level 2 hellokitty2
I'm a Participant Level 2

Re: Victim of fraud!!

Hello, 

 

I am a victim of fraud. 

My account information changes on a daily basis... especially my contact information.

 

I have contacted Fido serveral times in regards to this matter. They suggested to add a PIN and a security question. 

I have completed that, along with changing my account password. Funny thing is that whenever I call Fido, all they ask is my name and postal code. Therefore, anyone who knows my basic information can go into my account. 

 

This person who keeps changing my contact information on my account is no longer on my account, and is NOT  authorized to make any changes to my account, but for some reason, Fido ALLOWS IT. This person uses my billing statements to get a hold of other parties and harrass them, in which the local authorities are well aware of this matter. 

 

I have filed many complaints about my account security and I feel like Fido thinks it is a joke. 

 

I am sick and tired of 'your account is secure with us' response from Fido. 

I would be more than happy to change cell phone providers if this matter does not get resolved ASAP.

 

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Message 13 of 19
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Moderator
Moderator

Re: Victim of fraud!!

Hello @hellokitty2 

 

I moved your more post here since it's about the same topic.


This is definitely not the experience that we want for any of our customers. I would like to take a look at what was done so far on your account concerning this.


I'm sending you a PM now to get this looked into. Talk to you soon.



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Message 14 of 19
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I'm a Participant Level 2 hellokitty2
I'm a Participant Level 2

Re: Victim of fraud!!

No, this has not been solved. 

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Message 15 of 19
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Former Moderator FidoPamela
Former Moderator

Re: Victim of fraud!!

We have sent you a private message here on the community, you can answer there so we can take a look at it with you. Smiley 

 

If you're not sure how to access your PM, we have an article on the Library to show you how. You can find it right here

 

Chat soon! 



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Message 16 of 19
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I'm a Participant Level 2 IceBlueVapour19
I'm a Participant Level 2

Re: Victim of fraud!!

Really? This is what FIDO is going to do for this customer? How did someone manage to get approved as a user on your account? Obviously FIDO customer service put them on this persons bill. I have had a new phone number magically appear on my bill. This phone number called Wayzata MN for 88min and I was charged. I really hope FIDO takes immediate action on this. Their phone number is nowhere to be found when I log into my account. The fact this person did not even receive a call back is alarming. I have been a FIDO customer for well over 5 years now, and I will not continue on with them if they give me the runaround. I will report them to the Better Business Bureau and I will get my money back. And this person should also.

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Message 17 of 19
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I'm a Participant Level 2 IceBlueVapour19
I'm a Participant Level 2

Re: Victim of fraud!!

It is obviously NOT important to you, or this matter would have been taken care of immediately and this customer should have had her money refunded to her. How on earth did a customer service person from FIDO add another user to this persons account so easily? I am tired of being taken advantage of. it is not about the money. It is being treated with some respect. Not taking action immediately shows how much you care about your customers. I am pretty furious right now. I have a phone number added to my account and $50 of long distance charges to a city I have never been to. I had better receive the help I need and be refunded or I will flip out.

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Message 18 of 19
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Moderator
Moderator

Re: Victim of fraud!!

Hey @IcyBlueVapour19 , 

 

Welcome to the Community. 

 

We take our customer's privacy very seriously and do everyhting we can to limit these situations. If your account gets accessed by someone else, we take all the appropriate measures to rectify the situation. Unfortunately, these situations happen and while we do everything we can on our end to protect your information, we don't have control over someone impersonating a customer.

 

We do offer voice ID as a service that keeps your Fido account secure by using your unique voiceprint to authenticate you, voice biometrics reduces the risk of fraud compared to other authentication methods, like PINs, passwords and security questions. 

 

We do treat our customers with respect, and we'll do everything we can to address your concerns immediately. In these cases, an investigation is required with our fraud team and depending on the complexity of the situation, the delays could be a little longer. It could take 24-48 hours to have this resolved in a normal situation. 

 

I will send you a PM so we can look into this for you, don't worry though, we got you! 

 



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Message 19 of 19
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