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Worst customer service experience EVER.

Smellor15
I'm a participant level 2
I'm a participant level 2

I have been paying $200 CAD extra some months in fees on my phone bill.  When I called Fido customer service most recently to explain I just can't afford to be paying over $400 CAD in a single month for mobile phone bills, I was asked by the customer service representative, "  Why haven't I simply upgraded my my plans to avoid these fees in the future?"... I've asked to upgrade my plans over 4 times for that exact reason but everytime have been told that it's not possible at that time.  Conveniently, when I tell fido about this they respond that they have "no record' of me ever asking or requesting this.  Basically  I've been completely scammed for almost 2 years and am locked in contract.  I was a customer with Roger's for over 13 years, never had a single problem.  The WORST thing I ever did for myself and my finances was switch to Fido as a phone provider!

5 REPLIES 5

Cawtau
Senior MVP Senior MVP
Senior MVP

Hello Smellor15,

 

  Welcome to the community!

 

  Sorry to hear of your situation. Have you had a chance to view the detailed billing? You should be able to view the additional charges in those details. You should be able view those details via your My Account --> View & Manage Bill. From there, you should be able to Save and/or Print a PDF copy of your bill. Alternatively, you should also be able to access those call details by clicking on Usage summary.

 

  You should note the forums are community-driven and not intended as a venue for customer services. We would not have access to customers' accounts nor know what might have been previously discussed. As far as I am aware, though, Fido services are no longer under a Term contract. Since they switched from their subsidised plans (included cost of devices) to the Payment Program (separate device financing), I believe services are on a month-to-month basis. If you do have a contract, it would be for financing a device only. Services are charged separately. If you are financing a device you should still be able to change your plan to one in the same category (see here).

 

  I understand you have attempted to contact them, however, if you wished assistance with your matter, you would need to contact customer service again. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above.

 

Hope this helps 😀

 

Cheers


Smellor15
I'm a participant level 2
I'm a participant level 2

Hi Cawtau,

Alternatively, I did not expect to pay over $200 a month in excess fees to fido, so I don't really care what the forum is intended for.

Alternatively, you said;  "you should also be able to access those call details by clicking on Usage summary." 

 

Alternatively, my usage summary does infact NOT detail my conversations with fido employees as that's against their privacy policy for employees.  So that is not a fact you spoke, but a lie.

 

Alternatively, you also told me "If you are financing a device you should still be able to change your plan to one in the same category (see here)." That was the issue I just actually spoke about as you read, that that was NOT  an option for me whenever I spoke to a LIVE fido rep, or customer solutions specialist as they are also referred too, which I think is a very big issue.  Should a human employee not be able to tell me my financing options, as I am a loyal customer?

 

Alternatively,  you said that "I understand you have attempted to contact them, however, if you wished assistance with your matter, you would need to contact customer service again. In addition, they can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above."  So I should contact them for over the 6th time and maybe pray this time that they actually acknowledge me or my issues as a loyal costumer?  Also, don't worry I've contacted them on mutiple social media outlets since your response.  But thanks for looking out for me, "not a fido employee".  😊

 

 

Hello again,

 


@Smellor15 wrote:

...I did not expect to pay over $200 a month in excess fees to fido, so I don't really care what the forum is intended for....


  Fair enough. However, if you would like assistance with your matter, you will have to contact customer service. If all you wish is to share your story, then by all means.

 


@Smellor15 wrote:

...., you said;  "you should also be able to access those call details by clicking on Usage summary." 

 

Alternatively, my usage summary does infact NOT detail my conversations with fido employees as that's against their privacy policy for employees.  So that is not a fact you spoke, but a lie....


  My mentioning of the usage summary on your bills was to see a possible cause for those charges (ie long-distance charges, roaming charges, late fees, etc). You complained about extra fees. I offered a means to view those extra fees. No where was that statement intended to imply you could view your actual conversations with Fido. So no, not a lie.

 


@Smellor15 wrote:

....  Should a human employee not be able to tell me my financing options, as I am a loyal customer?....


  Are you referring to financing all of your payments? My statement was specificially with regards to financing a device with Fido's Payment Program. If you have a contract for a device, I'm not sure they can re-finance a device, though. If you are financing a device, you should be able to change your plan to one in the same category. However, that is not the same as providing financing options for your payments.
 

  If you're unable to make full payment on the bill, you might consider trying to arrange a payment schedule. To make an arrangement, you'll need to contact the credit operations department. It should also be mentioned that any arrangement would be at the discretion of the credit operations team.

 

  I'm glad to hear you've reached out to them via social media. Otherwise, you would need to contact them again.

 

Cheers

 

 

 

 

 

 

 

 

 

 


Franco67
I'm a participant level 1
I'm a participant level 1

my service was close in september 2023 and they still send me a bill to pay ... I just ignore ... worse customer service ever found in Canada.

Hey @Franco67,

 

We're sorry to learn your experience hasn't been positive. Rest assured, this is not what we want!

 

How did you cancel your service?

 

I would encourage you to reach out to us so we can review your account together to ensure the account was indeed canceled. It's also good to know that past due balances can result in collection activities on your account.