Last December 2019, after having a disagreement with Fido for US roaming charges, we decided to move to another cell provider. After porting our two number to the new company, my wife and I started receiving several phone calls a day from a private number, they would call my wife and if she didn't answer, they would call me right after, back and forth. Normally we don't answer those phone calls, but we decided to answer and it was the Winback team from Fido offering a nice deal to go back to Fido. For us it was suspicious just because of the fact of the blocked/private number. So we called Fido and they told us that it was there Winback team. So we took the call and even then, so hard to communicate, dropped calls, etc. Finally on December 19, 2020 we agreed to the offer and accepted their options. Then nothing, one week passed by, two weeks, three weeks while we were calling Fido asking for an update. Begining of January and we received a call asking us to confirm the package and phones we chose. The original agent for some reason didn't put the order through (we were getting new phones too). So this person took the order for the phones and our plans and then, nothing again. One week, two weeks, three weeks and us calling Fido to get at least an update. Something to be aware is that Fido and Winback are not the same. It appears like the Winback team is a third-party company working for Fido or something like that. Fido cannot do anything in regards of this Winback team/department. After all these weeks, we received a call back from the Winback team, for a second time, for a reason we don't understand, the order was not put through once again, second tiem now. So they went over the plan and phones with my wife. All good until she was told that they needed to talk to me because they needed my credit card and confirm a couple of things. That was February 19, 2021. Two months after agreeing with Windback the first time. So, she was told that someone would call me in ten minutes to confirm the credit card number and finalize our plan/order......still waiting. Since then, I called them back twice and left a voice message with our numbers. They don't answer, it goes straight to a messaging service. Is this team/department for real? How come Fido cannot get involved resolving any issues with them?
Hey there @marino_romero
Sorry to hear about your experience dealing with our winback team. As a general rule, when our team calls you, the number should not be masked. You made the right call to contact us and confirm the offers being provided
I can also assure you that this department is part of Fido, and I apologize for the back and forth related to the phone orders, this is definitely not the kind of service we'd want to provide. While offers provided by winback can only be applied by that team, our agents should have been able to assit you.
We'd love to take a closer look at this with you, and hopefully to turn your experience around. Since this requires access to your account, you can can reach out to us at these channels. However, I'll send you a PM immediately.
Talk to you soon!