no clear information on suspension fee/upcharging customers

[Ana-Maria26]

It seems FIDO is fishing out extra money from customers. My phone calling service abd texting was not cut, only my data but FIDO still wants to go ahead and upcharge 60$ x 2 (dec15 &dec 21 2023) for my DATA getting suspended. The first customer service rep wanted to offer me an 85$ plan... after i explained my situation, I did not call for an upgrade last thing i want is to upgrade with a phone company that is upcharging, when their site states 50$ suspension fee for wireless suspension. He proceeded to transfer me to who i thought was credit operations but is customer service and telling me they changed in september, we are in January 2024 and the site clearly states updated through 2024. How am i being charged 60$ for my DATA being suspended. Seems everyones hungry for money but its unfair how FIDO thinks they can get away with it because why... people will obviously pay for it. Please get back to a loyal unhappy customer who has received no help from the FIDO team. 

[Cawtau · Accepted solution]

Hello Ana-Maria26,

  Welcome to the community!

  Sorry to hear your data had been suspended. However, you should note that this is the community forum and not intended as a venue for customer services. Unfortunately, we do not know the full details of your situation. That said, is it possible your data had been paused because you had reached your data allotment limit?

  Many of Fido's newer plans include Data Overage Protection. It is a feature the plans include which aims to eliminate surprise data overage charges. Rather than automatically charging for data usage in excess of a customer's allotment, they pause data usage until customers purchase additional data. Is it possible the charges you note were the purchase of additional data because you had already consumed your allotment? If that was the case, it would explain why your other services were still available. Also, if you did require the purchase of multiple data add-ons, that could also explain why the customer service offered a plan with presumably more data than your current plan.

  I understand you have already discussed the matter with customer service, however, if you wished to further discuss the matter you would need to re-contact customer service. 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