I'm fido customer since 2007 but never had this kind of #2030 charges on my bill. this is first time i'm seeing this $4.99 extra added to my bill. this is not acceptable as this call was not initiated. also, we have canada wide call free regardless of it's toll free or regular.
Fido , please check for accuracy of call before bill to the customer.
Did you make a call to a toll-free number? The #2030 charge is a special charge for toll-free directory assistance. Any time a toll-free number is no longer active, the system will notify the caller of its status and ask if the caller would like to forward the call to the new number. It is the forwarding of the call to the new number which incurs the charge. If you copied the new phone number and manually dialled the new number yourself, I don't think there would have been any charges.
There are some important things to note regarding toll-free phone numbers. While North American toll-free numbers can generally be called free of LD charges from Canada or the US, it depends on the designated area as determined by the business owning the phone number. In addition to restricting those numbers to either Canada or US, some businesses may also place additional limits on their free usage (ie only from certain states or provinces etc)(see here). It all depends from where they wish to accept the long-distance charges.
Since the designated call area is determined by the businesses, it's not possible to know the availability of a particular toll-free number in specific regions just by the phone number itself. Since Canada and the US (and other countries) utilise the same North American Numbering Plan, those phone numbers all have the same format, regardless of their intended call areas. The only way to determine whether a business is willing to accept the LD charges for their toll-free phone number from a particular location would be to enquire with them directly. Some companies may even offer separate calling options for different regions. For example, one of my credit cards has a 1-800 for the US and a Canadian phone number (not toll-free) for within Canada. You would need to contact your insurer to determine whether the 1-800 phone number you have is free of long-distance charges from Canada. I understand the particular Catch-22 aspect of the situation. However, the company may have other means of communication to determine the company's designated call area (ie social media, email, etc).
You should also note that even if a particular 1-800 phone number is free from long-distance charges in Canada, the calls would still be counted against your allotted minutes -- they just wouldn't incur additional LD charges.
Hope this helps 😀