Fido Customer Service Issues

Hello, my name is Jasser Felix. I recently opened a new account with Fido under my dad’s name, adding an additional line for Samson Felix. I purchased a new iPhone 8 Plus with a $78 plan including 5GB of data and an extra 5 hours of Fido data through the app. After using the phone for a month (from May 22 to June 25), I received my first invoice totaling $[redacted], which shocked me. The plan charge was $[redacted], but I was surprised to see an additional charge of over $[redacted] for data overages. I am really concerned about this unexpectedly high bill, especially since I am a full-time student. I acknowledge that I may have irresponsibly used more data than allotted but I kindly request Fido's assistance in reducing or providing a deal to lower my bill. I am sincerely asking for your understanding and help to make it more manageable for me. Thank you.

I recently upgraded my phone with Fido at West Edmonton Mall while my previous plan was still active. The Fido employee helped me calculate the remaining balance and plan charges, providing me with a specific amount to settle. I was assured this payment was all-inclusive until August. However, I received a bill for $59.27 on July 6, [redacted], stating I underpaid when I upgraded. When I contacted customer service, they insisted the balance was accurate. I believe I shouldn't be responsible for a miscalculation made by the Fido staff, and I should not have to pay the additional $59.27.

Hi, I am writing to address an issue with my Fido cell phone number [redacted]. Since the third week of September, my phone's data usage has been set to "unlimited" for 5 sections by default, resulting in overuse charges totaling $50. Despite multiple calls, the operator, Ms. Dona, only offered a $50 credit but insisted on an upgrade. I find this unacceptable for the following reasons: 1) I should not be charged for overuse, 2) I deserve compensation for being unable to use my data as promised, and 3) I decline the upgrade since my data usage was well below my plan limit in July and August. As a resolution, I have decided to cancel my plan. Thank you for your attention to these matters.

I need to speak to someone in the head office urgently. I'm struggling to find a way to contact a real person at your company. A manager told me he was the first step and that I'll never reach anyone; this is frustrating. Another staff member was rude and demanded something for their help. I believe there is a problem with your company's procedures. I prefer speaking to a human rather than a computer; it's frustrating. Let's see if your company and its values hold true. My name is Sandra Cubello from Toronto. Please call me at [redacted] as soon as possible. Email is not my preferred method of communication, but I'll provide it if necessary.

I received a bill totaling $[redacted] for a month of service. After speaking with customer support, I learned that US calling charges were included. I had previously discussed adding a US calling plan on May 26th. The support team assured me that any previous US calls I made would be charged at $0.01 per minute due to my lack of knowledge about the plan. Please review the notes on my account and kindly waive the additional charges. Thank you, Abhishek

I am new here and recently purchased a sim card at the store. I inquired about any additional charges, and the staff assured me there was no activation fee. However, upon receiving my bill, I noticed an activation fee along with unexpected charges, making my total bill higher than expected. My plan should be $40 per month before tax, but my first bill amount is showing as $86. I am disappointed with Fido's service and lack of customer support. I am considering switching to another network. I will make sure to settle the current bills before switching. Dealing with the customer service and the additional fee for live chat is becoming frustrating.

Hello, I hope you are well. My spouse and I, with phone numbers 1-[redacted] and 1-[redacted] respectively, are currently on a mission in Africa, specifically in Ghana, for an extended period. We are aware that our account with Fido has fallen into significant arrears, and I am reaching out to discuss setting up a payment plan with the collections department. Given our limited budget and the irregularity of our income, it would be greatly appreciated if you could provide us with suitable options to gradually settle our debt before our return to Canada in a few months. I would like to address this outstanding balance to ensure our phone services can be restored upon our homecoming. Could you also confirm that the suspension of our accounts means that we are no longer incurring monthly charges? Thank you for your attention to this matter and for any guidance you can offer. Warm regards, Miriam Moufide [redacted] Basin apartment [redacted] Montreal, Quebec, H3C1W3

I recently noticed two unexpected charges from Fido on my bank statement dated December 2, [redacted]. I did not authorize any automatic payments with Fido. One charge is for $[redacted].55, and the other is for $[redacted].55. Contacting Fido customer service at 1-[redacted] would result in a $10 charge to my Fido account, which I would like to avoid. Is there a toll-free Fido fraud and customer support line I can use instead? I am seeking assistance in recovering the unauthorized charges and obtaining additional information regarding this matter.

Dear Sir/Madam, I am a Fido customer. My name is Ling Chen, and my mobile phone number is [redacted]. In October [redacted], I contacted Fido customer service at [redacted] to request a suspension of my mobile account as I was leaving for China for six months and wouldn't be using my Canadian phone during that time. The customer service representative understood my request and upgraded my plan to $45 per month with 4GB of data for when I returned to Vancouver, BC. I was informed that I would only need to pay $7 per month to maintain my account from Nov.13, [redacted], for six months, before switching to the new $45 plan. However, upon checking my bill online yesterday, I noticed that I was being charged $45 plus $7 every month, despite not using my cell phone at all. This error is unacceptable, and I kindly request a prompt correction and a refund if any excess charges have been made on my pre-authorized credit card. If you have any questions, please contact me via email: [redacted] or phone: 0[redacted][redacted]. Thank you in advance for your assistance, and I look forward to your prompt response. Yours sincerely, Ling Chen

Hello, I've been patiently waiting for over a week now for a member of the Fido fraud department to return my call. Initially, I was informed that they would reach out within a maximum of 72 hours. It appears that my billing address has been altered without my knowledge, and I am concerned. As a loyal customer of Fido for 15 years, I am curious to know what measures customer service can take to assist me in resolving this issue. My contact number is [redacted], and my name is Demetrios Marinakis. I find it troubling that this change was made without my consent, particularly given that I have a Fido PIN number for security.

Since February [redacted], I have been trying to set up a home phone line. Despite being charged for the service, the modem was never delivered. Although I was promised a refund for the charges, I was billed again in April. When contacting customer service, I was informed that it is my responsibility to track the package through Purolator, as multiple delivery attempts were unsuccessful. I explained that other services leave notes or voicemails for failed deliveries. After being disconnected during a call, I am unsure of the next steps. It has been frustrating to wait two months for a service and continue to be billed without resolution. I am disappointed in Fido's handling of this issue. - Rav

I received the email shown below but did not initiate any request to modify my plan. Please confirm and cancel the request promptly. Subject: Recent Order Confirmation for Account #[redacted]59 Hi Dhiraj, Thank you for the recent order placed on your Fido account #[redacted]59. The order number is: [redacted]. Attached you will find detailed information regarding your order. Please keep these documents for your records. Your Changes: Added: - Fido Internet 75 - Unlimited Thank you for choosing Fido. Please note that this email serves as confirmation of our agreement and is not a bill. It represents the order and billing information affected by your recent transaction. Do not hesitate to reach out if you have any questions or need further assistance. Emails from this address are autogenerated, so refrain from replying. For additional inquiries or information, please visit fido.ca. This email is confidential, and if you are not the intended recipient, please delete it immediately. Copyright © [redacted] Fido Solutions [redacted] De La Gauchetière St. West, Suite [redacted] Montreal QC H5A 1K3

Good afternoon, I'm reaching out regarding my current plan with your company for the iPhone 8, which includes unlimited talk and text and 4GB of data. I initially signed up at a Best Buy in Guelph. Unfortunately, I recently cracked the back glass of my phone and have Geek Squad coverage. I was informed that you may cover the repair cost under a lifetime warranty. However, I am currently abroad and unable to return until January. I'm inquiring about potential solutions to work around this and if I can have the repair done upon my return. Looking forward to your guidance on this matter. Thank you, DG

Hello, I would like to request the cancellation of my account with number [redacted], effective September 16th. I am currently outside the country and do not intend to keep using the service. I only wish to settle the outstanding bill for the month of September. Unfortunately, I am unable to make payments with my credit card from my current location in Mexico. I have made unsuccessful attempts to resolve this matter through your call center as the wait times were long and the assistance provided was insufficient. I find it unjust to continue being charged for a service I no longer require without any prior agreement. I am prepared to pay for the services used up until September 16th, [redacted]. I await your prompt response to address this issue. Sincerely, Kotchakorn

Hi Ian, I wanted to share my recent experience with Fido regarding my order #[redacted]. I am disappointed with the poor customer service I received while trying to return a product I bought from Walmart. Despite being told I could return it to Walmart, I faced challenges when I tried to do so. At the Fido location in Jane and Finch mall, I encountered issues with returning the item due to conflicting information from the staff. One customer also expressed dissatisfaction with the service. I left the package with the clerk and provided the invoice as proof. I hope this issue can be resolved promptly and that any associated charges will be waived as discussed with previous supervisors to avoid further billing discrepancies. Thank you.

My wife, Mary A. Joy, recently passed away on Nov. 6, [redacted]. She was a Fido customer. I have discovered that her phone, which remains at my residence, has been billed $22.60 to my Visa account despite her not using it since Oct. 25, [redacted]. This was the day she suffered a stroke, underwent emergency brain surgery, and unfortunately passed away. Over $[redacted] has been charged since her passing. I kindly request clarification on how this oversight will be addressed. Thank you, Tom Joy.

I have been struggling with your company regarding SIM card issues that have not been resolved satisfactorily since August 10. I've communicated with your representatives, and finally proposed getting a new SIM card to address the problem. However, I was misled by a sales representative who convinced me to swap my phone for a different one. Upon returning home, I discovered the mistake, but there was no receipt in the bag. I could not access my bank account, Fido account, or any other apps until I re-downloaded them. I realized I ended up on a two-year plan, which I believe is incorrect. When I tried to return the phone, the same salesman was dismissive and disrespectful, even mocking me to a colleague. This behavior is unacceptable, and I urge you to take action against him. I am now considering switching to another provider, but my options are limited.

Hello, I recently lost my daughter and felt responsible for notifying Fido and closing her account. I went to a Fido store, settled the remaining balance, and was directed to call a number to terminate the account. When I called, the staff was helpful, though it took some time and repeating information. I encountered some frustrations. Firstly, I was asked for proof of being authorized to handle her estate, despite explaining her sudden passing. Secondly, there was confusion about outstanding payments, which I had just cleared at the store. Despite some annoyances, the staff both in-store and on the phone were ultimately helpful. I suggest Fido improve their process for unique situations like mine. I appreciate the assistance received and hope for more compassionate handling of similar cases in the future. Regards, Father of a Fido customer

I'm looking to contact Fido regarding a long-standing issue I've been unable to resolve through the customer service line. My account number is [redacted]. When I switched to Kodoo and ended my 14-year relationship with Fido, I was set up with a new 2-year contract. Despite requesting to cancel a free 3-month protection plan, I was charged $20 due to a misunderstanding with a Fido representative. I've spoken to multiple representatives but have not been able to fix this mistake. I am adamant about not paying the $20, as it has now accrued interest and been added to my bill totaling $[redacted]. I believe this error is on Fido's end, and I urge them to review the recorded conversations to understand the situation. I stand my ground on not paying due to a customer service error, and I hope Fido will address this issue promptly by investigating the truth in the recorded calls.

I canceled my cell number, [redacted], on Feb. 17, [redacted]. Despite being told by customer support that the charges would be credited towards my other number, [redacted], I have not seen this credit in my recent bill. I am currently outside of Canada and have been struggling to resolve this issue with Fido due to time differences. The online chat has not been helpful in addressing this matter. I kindly request a credit of $35 plus taxes to be applied to my account for the upcoming billing cycle. Due to my location, calling support has been challenging. I would appreciate it if this matter could be resolved promptly.