WHY Fido still charge me full plan after temporary suspension?

WHY Fido still charge me full plan after temporary suspension?

WHY Fido still charge me full plan after temporary suspension?

disappointed_
I'm a Participant Level 1

WHY Fido still charge me full plan after temporary suspension?

I put a temporary suspension on my account since September 21, because I would leave Canada until Feburary, 2021. But I just noticed that my account was still being charged with full plan.

I remembered that day I double checked with that customer representative that I WILL NOT be charged with full plan until I unlock this suspension. And today I contact the customer service again, he claimed that the account holder (my mom) cancelled the suspension on Nov.3. But I double checked with my mom, and she had never done such things. She had never called or logged into her account on that day. This is so messed up. I can only doubt that it was the customer service who handled my account on September 21th made a mistake on it.

 

I am so disappointed. Because I have been using Fido for years, and I cannot believe that you guys still have such a unhelpful and untrustworthy customer service. 

Also, I have to wait for half an hour to get the help. I do not mind the wait. Because I understand it is busy especially during this special time, but don't you think that it is even more important to manage your customer service better than before? I really hate to being a karen here, but I have to say that Fido really let me down this time. 

1 REPLY 1
FidoPhilippe
Moderator

Hey @disappointed_! Philippe here. I hope you're doing well. Smiley

 

I totally understand your disappointment there! Were you able to get help?

 

If not, you can reach out to us using the methods found here or you can request a PM from the community for support.