I upgraded my plan from Entry to a Plus plan 2 days ago. I did only so I could take advantage of a sale on the Samsung Galaxy S25 phone. I selected a location to pick it up which said it was in stock, and also applied a $240 down payment on the phone to lower the monthly cost. I got all the confirmation emails that the order has been placed. The next day later in the afternoon, I still have not received any email or text that my order is ready for pick up. I tried the Ask Jack chat which said my order could not be fulfilled since it is out of stock at that location. It told me to contact the location. At this point I'm not certain if I'm even getting a phone. I called them and they said they can't do anything and to call Fido customer support. I called Fido customer support, and schedule a call for 6pm est yesterday to talk to a specialist. They called me back, and the person said I needed to talk to sales to find out the status on my order. I was forwarded to someone in sales who confirmed my phone order is not being fulfilled, and that I needed to talk to someone in customer care to either pick another replacement phone, or reverse the plan upgrade. They forwarded me to customer care but instead forwarded me to the generic customer support line, which lead me to having to once again schedule an appointment later today at 4:30pm with another specialist.
While this all went on, my account show my $240 down payment was taken out of my credit card, and applied to my bill instead of a phon monthly payment, which is not what I wanted. When I try to upgrade my phone again to select another phone myself, it tells me I have an order in progress and it is not allowing me to proceed with either choosing another phone I possibly selecting my old plan.
I am struggling because I desparely need to get a hold of someone at Fido. I've been forced to wait 2 days to talk to someone, and I am not sure if I'll even be connected to the right person at this time. The error is not mine as Fido's website told me my phone was in stock and neglected to informed me the order is not being fulfilled. All while the new more expensive plan is now in effect and $240 was taken out of my credit card. What do I do here?
