I received an offer on both the Fido Mobile App and the Fido website to waive up to $150 off my remaining device balance. (My remaining device balance is $135.84 so the offer shows a line through that amount and a new amount of 0.00 showing). Here is a screenshot of the offer:
However, when I select a new phone from the list below (I choose the Samsung Galaxy S25 256 GB Silver Shadow), then select my plan, financing option (I choose standard financing, not trade-in or down payment), and add-ons, I get a screen that informs me that I will be charged the remaining device balance on my next bill, even though I have received an offer to waive it. Here is a screenshot of that pop-up.
After clicking continue and completing a few more steps, I get to the final checkout screen. At the bottom of the screen, it shows a one-time fee on next bill of $135.84. Nowhere in the long breakdown of expenses above this amount is there any mention of the $135.84 being waived. Here is a screenshot of the bottom of the checkout screen showing that I am still being charged the $135.84.
Is there a reason why I'm not getting this waiver even though it is offered to me at the beginning of the phone upgrade process?
Hello Pnbrown,
If you were not aware, you should note these forums are community-driven and no longer intended as a venue for customer services. We do not have access to customers' accounts or details of specific offers nor would we be in any position to address your matter.
Judging by your first image, it's possible your chosen device is not a device compatible with that particular waiver offer. Alternatively, it could also be possible your chosen plan is not compatible with the offer (ie Plus plan vs Entry plan). On the other hand, the system could just be in error....
However, I'm just speculating. If you would like to discuss your situation, you would need to contact customer service.
Hope this helps 😀
Cheers
