Hello Silin0928,
Welcome to the community!
Firstly, you should note these forums are community-driven and not intended as a venue for customer services. We do not have access to customers' accounts nor would we be in any position to consider making adjustments to accounts.
Have you had a chance to view the detailed billing? 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. It should list the source of the additional charges.
As mentioned, we would not know the reason for that charge. I understand you did not intend on using roaming data. However, while you might not have intended on using data abroad, your device might have used it while abroad. The Fido Roam charges will only incur if your phone uses services -- make or receive a call, send a text message or use data abroad. While receiving SMS would not incur the roaming charge, it's worth mentioning that the data contained within MMS (incoming or outgoing) would be considered roaming data and charged accordingly. You should note that MMS are not solely restricted to pictures or video messages. Messages with subject headers or group messages etc are also considered MMS. It should also be noted that RCS messages are sent (and received) as data and not as text messages (SMS). Even if a received text message is SMS, if a device is configured to provide Delivery and/or Read receipts, those would be sent as SMS or data and considered roaming usage.
In order to prevent unintended roaming charges it is generally recommended to disable data and roaming data. However, it should be noted that disabling data and roaming data does not prevent roaming for calls and messages. In addition, it should also be noted that some phones might consider certain system data differently from user data and continue to allow the former usage despite data and roaming data settings disabled. For example, while disabling data and roaming data should prevent data usage on foreign networks, some mobile manufacturers (ie Apple) does seem to allow some data usage despite those settings disabled (see here). That's why in order to prevent roaming charges, it is also usually recommended to keep Airplane or Flight modes enabled for the duration of trips. Customers could manually enable Wifi when required. Unfortunately, however, enabling Airplane or Flight mode may not be possible if you wish to use an alternate SIM.
In order to ensure there are no roaming charges, you would need to ensure your device does not use services abroad. The mobile providers only know usage, they do not know what settings may or may not have been enabled/disabled on a device. No usage abroad, no roaming charges.
Alternatively, you note:
@Silin0928 wrote:
... made sure to cancel everything before returning to Canada. ...
Had you cancelled your Fido services? You should note that you would still be responsible for charges which occurred prior to services being cancelled. Is it possible those charges were for any outstanding balance before you cancelled your service?
If you would like to discuss your situation, you would need to contact customer service. Unfortunately, they appear to have removed their customer service via social media options. I understand you may be currently outside of Canada. They do provide a number to call From Abroad. Calling that number from overseas would not incur roaming charges when called from your Fido SIM (see here). Alternatively, customers should also be able to call that number collect from a landline.
Hope this helps 😀
Cheers
