WINBACK OFFER NOT APPLIED

[chinchin]

I got a call last tuesday MAY 23 2023 from the winback team. They offer me 2 discounts to go back to FIDO as I recently cancelled my account with them.

This is the plan that she offered to me

20GB BYOP for $80

Here are the supposed discounts:

$25 - this is lifetime offer

$25 for 24 months

So that I will get 20GB for $30 not incl tax per month for 2 years.

I received the service agreement last thursday MAY 25 2023 and turns out, the discount that I will only be getting will be the lifetime discount of $25 .. also I look at my bill and there is an add-on for 1000LD minutes for $3 which I DID NOT AGREED ON..

I immediately removed the add on as it was not really what I agreed with the agent.

Now I'm worried because I dont have $55 to pay for my first bill and my simcard is not here yet with me.

This is not fair. If only I know that I will be getting this kind of headache, I would just stay in my current provider right now.

[BasilJega]

What did you see on your first bill

[FidoSarah]

Hey there! Feel free to contact us if you need assistance. You can reach out to us by any of our contact methods found here. 

[edithkua]

I have the exact same issue. 

They promised a $30 for 20GB plan as part of the winback and they ended up charging $80 over dollars each month. Each month, I call them at least twice and they are still unable to resolve it and I'll still receive the incorrect bill the following month. It has been 7 months now and it is impossible they fail to understand. It is evidently clear that Fido wilfully disregard to fix the issue. It has been very mentally taxing to call to repeat the whole story and being on a call for 2 hours twice or thrice a month. On the 3rd month, I was breaking down on a call to them asking why won't they fix this once and for all and why won't they honour the promotion they marketed to me. Due to the incorrect fees, Fido also charges late fees which the customer should not bear as this was Fido's fault to begin with. If Fido had calculated this correctly since the beginning, there wouldn't have any additional fees etc. 

I'm honestly very very tired and I feel like crying everytime I receive a fido bill. One of the manager rep still had the nerve to say, "you need to look at your bill and pay it." Their winback team did not honour the promo and misrepresented the promo. Why should I be the one paying what was not verbally agreed? 

[FidoVan]

Hey there @edithkua and welcome to the Community!

Sorry to read about your situation and experience as this is not what we want to read about. We hope that our conversation on Facebook from last Sunday has yielded results and that someone has reached out to you by now. If you have any unresolved situations still, please get back to us on Facebook and we'll be happy to look into that with you. Thank you!

[congchen]

I had exactly the same issue as you are experiencing now. 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. If they don't call me back to fix the issue, then I will call customer service to permanently suspend my account, and I will NEVER come back to Fido again. 

[KAPABLE-K]

Hello @congchen,

The winback team is a separate department consisting mostly of third-party companies and some Fido employees, usually, you will have to wait for them to get back to your number to get a callback and if you already took a deal from them they will not contact you again.

After rethinking the situation for @chinchin it is possible that was the best deal they have access to because the $39 20Gb deal was a sudden offer to compete with other providers so the winback team offers would not be good as they do not have access to anything better and the best deal would be to just go with the current offer directly from Fido.

[KAPABLE-K]

Hello @chinchin,

I must admit an $80 20GB plan as a win back doesn't sound good at all, currently, every provider including Fido is offering 20Gb for $39 with Fido, and for a few others it's $44 with a $5 discount when you set up autopay.  I would definitely encourage you to reach out to customer service and discuss this.