Hi Fido,
I am very disappointed about the customer experience that I have received since I joined Koodo on November 22, 2022.
Your representatives repeatedly made the same mistakes one after another.
Originally, on November 22, 2022 I agreed to subscribe to Fido Internet services as per the confirmation # xxxxxx1871 (please see attachment included).
However, both invoices I received on
- December 5 2022 and
- January 5 2023
did not reflect the terms in confirmation # xxxxxx1871.
Instead of charging me the agreed amount of $48.03 the invoice charged me $52.54 (which was a mistake)
As such I called Fido, on Jan 11, 2023, after multiple transfers, the last CSR told me that there is a mistake on both invoices for not providing full 50% discounts for the two components (data charge and modem charge).
The last CSR provided a $20 refund to me for the mistakes. I thought this was resolved.
At the end of the call I confirmed with the CSR what the future invoice will be and I was told it should be 50% of $85 plus tax which should be ($85/2*1.13 = $48.03) as per original confirmation # xxxxxx1871.
Please listen to Fido's call centre recording between 3pm and 3:30pm on Jan 11 for the details.
However, shortly after the call on Jan 11, 2023, 4:36 PM, I received a revised agreement (confirmation # yyyyyy8933) which is asking me to pay $46.50 plus tax = $52.545
Not only, $52.545 is NOT what i have agreed to pay and this is exactly what the mistake was in the first place (did not provide the 50% discount for the modem component)
I am so disappointed with these mistakes that happened back to back.
In addition to this, I have noticed that there is a $0.01 charge for the late payment.
I have no concern with the amount of 1 cent.
But I am not happy about the late payment and the notification to credit bureau regarding my late payment WHICH WILL DAMAGE MY CREDIT RATING
I signed up for the pre-authorized payment on November 22 and the CSR did NOT mention to me that the pre-authorized payment will not kick in until the second invoice.
Only after I discovered the above issues and contacted Fido then one of the CSR told me that the pre-authorized payment process will not kick in until the second invoice.
At the end of the call I asked to speak to a supervisor regarding this, the CSR initiated a cool transfer but after several minutes the call was dropped.
As such I didn't even get a chance to speak to a supervisor regarding the DAMAGE OF MY CREDIT caused by late payment issue.
Furthermore, the Service Agreement Confirmation is a ONE way notification and there is no room for customer to provide feedback (especially when FIDO made mistakes). And I cannot find an email address to share with anyone at Fido. This is absolutely a bad customer nightmare.
A very concerned customer
Victor
