Fido
Reviews and Complaints

I have been a Fido customer for many years and yesterday evening I signed up for a total of 4 lines including cell phone and internet, bringing business of 2 additional lines over from Bell. The entire process took 3 hours with Fido customer service, and I had been very patient throughout. I was told by customer service that my modem had been reserved for pick up at the Fido store in Shopper's World, Brampton, Ontario. I hurried to the store and reached at 8:54pm. The three associates ( Jasmeet, Crystal and one other guy!) refused to help me out and said they had closed all systems at 8:50. They just refused to do anything about it and started getting ready to leave with their jackets and backpacks by 8:56pm and asked me to leave. I called customer service on the spot and associate Cassandra on the phone tried to help me, but said even if I had called 1 minute earlier my issue would have been resolved. She apologized for the unprofessional behavior of the 3 associates (Jasmeet, Crystal and one othet) and said that if they had not wasted time refusing me service and if they had not shut their systems by 8:55pm, I would have re ceived my modem tonight. The three associates wasted precious time and displayed very unprofessional body language, putting on their winter coats, hanging their backpacks on their back and telling me to leave the store while I was talking to customer service. I felt humiliated beacause of their attitude and behaviour, just laughing, talking amongst themselves, slamming drawers in front of me and making noise while I was talking on the phone. After refusing to serve me and asking me to leave, when the 3 associates saw that I wouldn't budge and I was calling customer service on the spot, Crystal pretended to call from her phone but by then it was past 9pm and she said she cannot reach them, while I was still talking to customer service on my phone. If she had done the needfull as soon as I had showed up at 8:54pm instead of denying me service, I am certain her actions would have been more effective. But she and her colleagues were very reluctant and only appeared to make a call once she realized I was going to escalate it. They displayed complete unwillingness to serve a customer within operational hours displayed under law and further insulted me by asking me to leave. It was the worst form of behaviour by any retail professionals that I had ever experienced. I am shocked that in these times of stiff competition, the detrimental nature of business impact such employees are causing to companies. I am seriously considering taking all lines of business back from Fido to Bell and also setting up my small business account with Bell. The Store Manager's name is Josh at the Fido store in Shopper's World, Brampton Ontario.

I went to Cedarbrae today, March 20, 2017 and was interested in purchasing a phone on a family plan, possible with my mother. I was asking the employee a question, and he must have thought it was stupid and laughed in my face turning his back. Even if he thought it was stupid, employees should not infringe on servicing individuals. I am not sure if, it was because I was a women, but he tried to demean me and insult me, as though I was a fool. I told him that his behaviour is insulting and he still continued to laugh. As I was leaving I returned and asked him for his name, and he said let me give you a card so you know where you should be complaining. I told him, I know where I am, I only need your name. The employee's name is Sunny, and he works for Fido at Cedarbrae mall. He is getting paid to insult customers.

Purchased the tablet. It was defective. It won't charge / start. I called customer service and asked what to do. She says to return it to the store where I bought it. After explaining to her that this would not be easy as we live 3 hours from Kingston Ontario, so, could I take it to the store in Belleville, Ontario, only 1 1/2 hour round trip, she consults someone else and says yes.
I arrive at the kiosk in Belleville, a representative by the name of Rick is there. I tell him what the problem is. Right away he tells me that I'm wrong, that he cannot take a look to see what is wrong, that I'll have to return it to the point of sale store. I explained that the distance makes it difficult, not to mention the tine and gas involved.
It didn't matter what I said he refused. I asked him to check out the cord. No. I asked him to call customer service repeatedly to see if they would check my file, he refused. I asked him to call to get an authorization to replace it, he refused. So altogether, I am ready to send this back to you, and cancel the contract. If the tablet won't work, there is no reason to pay for it! There should have been something he could have done. He kept replying with 'I'm sorry, but you have to take it back to the store where you bought it', over and over to any question I asked... I asked him for his last name and he refused. So, on a scale of 1-10, you get a zero. Either customer service does not know their job, or he, the representative in Belleville, at your kiosk, was a complete ###, refusing to offer any solution. I am still left with a $240 tablet that doesn't work. I currently have both home phone service and cell phone with your company, after this fiasco, I'm not sure that I want to be with a company that can't come up with a workable plan to resolve this. Here is my phone number [protected]. I would appreciate speaking with someone who has the authority to resolve this, not a lower employee that is not able to do anything about it. Thank you.

I ordered a second tablet (lg gpad iii 8.0) from fido back on december 13, 2016. it was supposed to arrive within 3 days. fido has made countless excuses (i.e. "product is backordered", "offer is no longer available", etc.) for non-delivery since then. i have interacted with fido 39 times to date hoping to resolve this issue and contacted the office of the president and the ombusman's office. fido then breached the hardware part of its own february 6, 2017 "executive resolution" with more of the same excuses. the advisor (samuel) at the fido - otp then sent me on a wild goose chase (sending me a link for a "substitute tablet - ipad air 2 lte 128gb", then he revoked that resolution offer, without respecting that he was wasting more of my valuable time. the amount of misinformation, errors, delays, confusion, etc. are unconscionable, and evidence fido's administration cannot deliver its products and services in a competent manner. it would appear that being constructive and civil does not lend any help to resolving fido created issues. 66 days later i feel thoroughly disrespected. why does rogers appear to be running fido into the ground? mark p.
The fido reserve number for my order is [protected]
The fido interaction i.d is i [protected]

My Fido rep was awesome! He got me more than I expected, and I have never had a problem with Fido. The problem arose with UPS. And there were many, many problems. Finding no solution with UPS, I am forced to take time off work to collect my new phone from a UPS depot. Are they not paid to be a courier service? UPS provided APPALLING service, and I would NEVER use them. You will give MUCH better service to your clients by using Canada Post. Their service is reliable, courteous, and affordable. UPS is none of these. UPS was a horrible experience, that ends up costing me about half of what my new phone is worth. Just thought you should know that UPS is the WORST!

I have been a FIDO member since 2015. I was on a special plan that gave me 1 GB +1 GB data. I received a text in September 2016 asking me if I wanted to add an extra bonus data of 1 GB on top of my current plan. I said yes and I got a confirmation that my extra 1GB is now active. I was under the impression that I'm getting 3GB now until I was charged overage charges. Upon calling the Customer Service I was told I will get the overage charges adjusted but I will have to pay overages for any additional data I will use untill the end of my billing cycle. The reason given to me was that the extra 1GB was just a renewal of the promotion that I was on when I first got the FIDO connection. I asked to be connected to customer relations so that I could file a complaint against the misleading text msg that I got from FIDO asking me if I wanted an extra 1GB for free on top of my current plan making it sound like I will now have 3 GB data. Nowhere was I intimated in the text that my previous 1GB extra was getting expired. THE CR representative that spoke with me (Katherine ID 969047) said the same thing and said if I had to use more data I will need to pay overage charges and she could not assist me in getting a top up. I asked for a Supervisor and post being on hold for close to 15 mins, I was informed that Supervisor won't come on to speak with me as He/She would tell me the same thing. Upon my protest, I was rudely informed that 'Do I even read my bills?'

My complaint is that I am utterly disappointed in the fact that because of FIDO's misleading msg I can't use data for the next 10 days without being charged overages and the Customer Relations Representative was so rude to me. If you don't resolve my complaint now and refuse to address the fraudulent and misleading text msg, I will have no other option but to pursue legal options to define my consumer rights and highlight your department's indifference towards my request.

Customer Service is not helpful at Fido. She keeps on laughing when I said something wrong and even told me how can you cut the phone... I don't think she is fit for a customer service position. Her name is Josie, I called around 4:55pm, Friday, December 16, 2016. Laughing with the mistake of the customer is not appropriate. Instead of helping she laugh with the mistake that the customer commits.

Account # [protected]
I am a newcomer to Canada. On signing up for Fido service in August 2016 for my husband (Christopher Bryan) and I at the Level 1 kiosk at Eaton Centre, I asked the store rep. (Vin) for the rate for calls to Jamaica and Barbados knowing that I would be making and receiving frequent calls with relatives. He advised me it would be 0.25 per minute.

When I received the first bill that reflected calls made/received (due mid-Oct), I was shocked to see the total due was over $400. I checked and noted that the rate being charged per minute was ~$2.00 and not $0.25 as was expected, almost 8x the fee. I immediately contacted Vin who said I should have added a value pack for $5 in order to be billed at $0.25 per minute and I explained that he had not mentioned that requirement when he advised of the rate.

He basically said there is nothing he can do and I should call customer service and “give them a story” to see if they can make the adjustment. I called customer service, explained the situation, and was told to speak to the store Manager as that issue was outside of their scope. I visited the store and the manager, Nav Cheema, advised he would escalate to see what can be done to resolve the situation. I explained the need for urgency as the bill was becoming due in less than 2 weeks. I also asked if the deadline for bill payment could be extended and Nav instructed me to call customer service and ask for an extension – I was unsuccessful in that feat.

Within that time, I called and visited the kiosk and there were no material updates so the bill was paid with the intent that the issue would be resolved and a refund would be forthcoming. I also visited another location (Oshawa Centre) and spoke with Jennifer Lopez who advised that the kiosk at Eaton Centre is not a part of corporate Fido so there was nothing she could do to resolve the issue with the rate, but offered to add the value pack.

I recently received another bill due mid-November reflecting charges in excess of $370. Again, this was due to the exorbitant per minute charge for international calls prior to the time the value pack was added. I, again, called customer service and was told to follow up with the store Manager, Nav. I was surprised to hear him say he was not sure who was 'at fault' and still was unsure what could be done to resolve the situation over a month later. I emphasized that I was not aware there was ever a question of whether the store rep. (Vin) was accountable as I received, and still have, text messages from Vin with our communication regarding the issue, and Vin clearly acknowledges that he had not advised of the need for a value pack. This discussion with Nav gave light to my initial concern that he may not have been following up with dealer support despite my many visits and calls.

Essentially, I am not willing to pay another ~$400 for another month based on Vin's misinformation. It seems he may not have given full disclosure on the rates in an attempt to ensure that I switched from the competitor and signed up with Fido. The last time I spoke with customer service, I was advised that my best bet was to follow up with the store Manager and they would, again, note my call and concerns. However, I am not confident that Nav is likely to make a real attempt to resolve the situation.

I have tried, unsuccessfully, to contact him, leaving voice messages which he never responds to. My husband visited the location last week and Nav suggested that we send him the text messages exchanged with Vin. This was done over the weekend and he has not acknowledged receipt of the email, nor did he return my call on Monday. He had advised my husband that if we bought something in store, he may be able to provide a discount. I do not think this a reasonable solution to our issue, and this would require us to spend more money when we have likely spent enough to cover at least 3 months' of charges (given the $55 fee per month and the over $400 paid for one month based on the charges for international calls). Ultimately, I think the bills should be revised to reflect the calls at the quoted rate of $0.25.

Any assistance in this matter would be greatly appreciated.

Thanks.
Simone

fido have a terrible service, I recently have a Job interview and when they called me and texted me no calls or text was received in my phone.

after few hours of the interview they said they called me on tuesday september 12 2016 I only found out when I called then on friday september 16 2016.

BEWARE: Fido is a culprit and dishonest company in Canada her my experience in Fido, first bill was sent delayed for one months, after the second month I was shock the bills that I pay for 227.00 they told me I didn't pay the first of the month billing but they said they send on my email I'm freaking out looking every single emails that I received never see any Fido bills. The monthly was suppose only 33.00 plus tax. but when I received the bill the price is 4x time to the amount I O. I call to the customers service and they said because you exceed your time limit. So even I agree I exceed my time limit at that moment for the first bill I know how much I spent so I can control my time limit.in my experience in Fido they so smart to trick you out in order to ripping you off.. SO BEWARE IN FIDO. before you sign a contact to them make sure you read every single term and condition they given it to you.

What a nightmare….
I bought an LGG3 cell phone through Fido and it turns out to be a lemon. The phone had fluctuating volume right from the time I opened the box at 1st I thought it was some crazy feature that I didn’t understand but when I showed it to the Fido rep he said it was a defect and 2 months into the use it shouldn’t happen. He sent it out for repairs. The phone came back with this “phone will cost more than replacement cost” therefore, fix was made. I was blown away……. for a phone that is still under warranty and defect existing from the 1st day the manufacturer (ie. LG) refused to fix.
I called LG’s customer service department to speak with the supervisor. I was told that supervisor will call me back within a day or two, it didn’t happen. I called back, I was told the same thing, it didn’t happen. I have called 4 times and every time the supervisor wasn’t available to speak with me. I just want to get this phone fixed. I have been dealing with this LEMON product for over 2 months and getting bounced around.
I wish I had bought an I-phone or Samsun phone, they actually care about their customer satisfaction (unlike LG). It was a mistake to buy an LG product. I will keep this experience in mind for future purchases and share this experience with Friends and Family. Thanks a lot LG!

BQ

Last customer service rep I spoke with = Paula
CNM-[protected]

After my prison 3 year contract expired FIDO didnt even call me to renew my contract or to check what are my plans regarding their service. Contract was until April 07/2015. Due to poor customer service and overpriced service and jail time contract I decided to transfer my phone number to another mobile provider. Couple days after I got invoice for $75!? Here is their explanation. As it can be seen Im charged for service that Im not using!? Also they charged me for international messaging from USA!? I wasnt traveling to USA in that period April 13 to May 12!?
What is my choice? This is robbery! Im surprised that they can do this business in Canada!

FIDO Message Web Today at 2:52 PM

I am really sorry to learn that you transferred your account to another provider.

I see that you are dissatisfied for these reasons that you mentioned in your email. Rest assured that we appreciate your business. For this reason I referred you to call our Customer Relations to benefit from the best offer available for your account. I see that you didn't call them to inquire about the available offers.

In regards to the invoice, I would like to clarify that the current invoice is the one of April 12. The final invoice will be processed on May 13.

Here are the details of the fees/charges on the current invoice:

$55: Monthly fee from April 13 till May 12
$5: Data overage charge (usage of additional 54.98 MB)
$4.50: 6 text messages (roaming in the USA)

I hope this adequately responds to your questions.

Should you have further questions or requests, please feel free to communicate with us.

Have a nice day.

Sincerely,

Mohamad | Fido Customer Service Representative
www.fido.ca

I am currently going through an extremely difficult experience with Fido, which called me two months ago to offer me a “better" plan and then blatantly misled me into accepting one that was actually inferior to my previous one, as it did not have free unlimited incoming calls like my old plan did. At the time the customer service rep had gone over the details of the new plan, he did not mention to me at any point that this critical feature would be removed; as a result, the new plan did in fact sound like a great deal, so I agreed to it. A month later I was charged a great sum of money ($267 for one month of moderate talk-time, whereas my previous bills averaged $40) for all the incoming calls I had received. Once I brought the issue up with them, they came up with numerous excuses and failed to call me back on multiple occasions despite promising me they would. They also refused all of my suggestions for how a satisfactory resolution could be reached.

The full details of what transpired over the last two months are presented below:

On December 16, 2014, Fido called me to offer me a “better” plan since I had been a long-time customer and since they noticed that I was buying Data Day Passes several times per month. My previous package had 200 anytime minutes, unlimited incoming calls, unlimited evenings and weekends, and no included data. The new package that Fido offered me would bump me up to 250 anytime minutes and 250mb of data, all for about $40—about $5 less per month than I had been paying. After some coaxing from them, I decided it was a good deal that I should probably agree to. The rep then started telling me what was included in the package, but when he told me that my new voicemail service would now only store three messages (instead of the 10 I had had for many years) I told him directly that this “great deal” they were offering me actually wasn't so great. I specifically pointed out that a true "upgrade" to a package should mean that I get to keep whatever features I already have and that extra features would be added to it. If they would be removing or diminishing any of my services, then it would not really be an upgrade but rather a swapping of services—which I didn’t want to agree to. After discussing things for a while, the rep eventually offered me a complimentary month or so of Fido's deluxe voicemail (which holds 35 messages) and told me he would credit my account for $20 to balance out my having to pay for this more expensive voicemail option for the upcoming year. I agreed, and my plan was updated on December 19.

Shortly after, I went onto Fido's website and was dismayed to find that the "special offer" they were giving to me for being a long-time customer would actually cost me more than if I was a new customer signing up with them for the first time! I found out that Fido, like many other providers, offers a 10% discount on monthly bills to customers who use their own phones rather than a Fido phone. I was never offered this option, despite using a non-Fido phone from the start. Feeling somewhat deceived, I decided to look closely at my phone bills from the previous months and also learned that in April 2014 Fido had conveniently cut off a $5 goodwill discount they themselves had offered to me a few years prior for being a long-time customer. There had never been any mention of this goodwill discount having an expiry date, yet they took it away from me without any explanation. Thus, from April to December, I had paid an extra $40 without knowing it.

On December 21, I called Fido to tell them I was rather unhappy with their dishonesty and that I didn't want to do business with a company that tricks its customers in such a questionable manner. I told them that I wanted the current billing cycle I was on to be my last one and that I didn't want any surprising extra charges on my final bill, as I would be transferring my phone number to another company immediately once the cycle was almost over. The rep seemed to understand that my concerns were warranted and agreed to close my account at that time.

Imagine my surprise when several weeks later I received a bill for $267.05. Thinking there had surely been some sort of mistake, I called Fido on January 20, 2015. The rep informed me that I was charged all that extra money because my new plan no longer featured unlimited incoming calls. I couldn't believe it—after all, I had never been informed that my unlimited incoming calls would be removed under the new plan! I explained to the rep that since I opted for the incoming calls feature years earlier, 90% of my weekday daytime calls were in fact incoming calls. This would be apparent by examining any one of my previous phone bills. He proceeded to tell me that I should've known about this because the rep I had spoken to on December 16 had gone over the details of my new plan. I said that particular rep had misled me, as he never once mentioned that this critical feature was going to be removed—even when I had specifically mentioned what I felt about upgrades: namely, that an upgrade should never remove existing features but rather add to them. I told the rep that Fido needed to listen to that call to confirm this vital information had in fact been left out at the time I agreed to the new plan. After I explained that I had no way of knowing that this feature would be removed, he said that they would listen to the recording and call me back in 24 to 48 hours with a decision. Annoyed but certain that this mix-up would be cleared up soon I patiently waited.

A day went by, and then another. And another.

In the meantime, on January 31, my MasterCard was charged the full $267.05 amount.

As time went on, it was clear that Fido was not planning on calling me back, so I took the initiative. On February 2, I called the company and explained to another rep what had happened and that this issue needed to be resolved immediately; at that point I demanded to speak to a supervisor. After a lengthy period of waiting on hold, a supervisor (Kyle) came on the line to speak to me. Once again, I carefully explained the entire situation to him and told him that I was basically tricked into accepting a plan I would've never chosen myself. I was then charged for having that plan, and then nobody even called me back to discuss the matter further and ensure a resolution was reached. I explained to him that someone was supposed to listen to the original December 16 call and determine what the outcome of this case would be based on that. I asked this supervisor, "Why did no one call me back about this as I was led to believe?" In response to this, he said that whoever I spoke to the last time did not "officially put in a call-back request into the system" so they weren't even aware they were supposed to call me back. In addition, he told me that that rep was misinformed because—and this part still baffles me—they can only listen to recorded calls for "quality assurance and testing purposes." I couldn't believe my ears; if this isn't a quality assurance issue, then what was it?

Although I was still composed, I was really starting to get upset on the inside. It was impossible to not feel swindled by this company, and I told them that I felt they were truly trying to cheat me here. I pointed out that these are extremely dishonest business practices and that no one should be treated this way, let alone a faithful customer of almost seven years. I made it clear that they owed me a refund and that I wouldn't settle for anything less.

In response, he told me that they could not offer me a refund in this case because their policy does not allow them to do that. He actually said that if they had documentation stating that I was never offered the deal, they could give me a refund, but since they didn’t, there was really nothing they can do. I reminded him of the fact that there was recorded documentation of that first phone call, which serves as proof, but he again dismissed this suggestion, stating once more that they cannot access recordings in these types of cases.

I stated clearly that there was no way I would pay this extravagant bill under these circumstances and that I would take this situation as far as it needed to go until justice was served. I asked him to work with me and suggest what I could do next, as we needed to reach a resolution together. He said that if I was still a Fido customer, they could "maybe" give me half or three-quarters of the money back (why not all of it?) as a goodwill credit that would go to my account. However, since I wasn't a customer anymore and didn't have an account with them, there was (again) nothing they could do once a payment has gone through. Of course, had whoever was supposed to call me back last time actually done so when he or she was supposed to, we may have been able to resolve this whole issue before my credit card was charged in the first place! But it seems that would have been too easy and convenient, as now instead they had me in a position where their policies could apparently protect them.

I then suggested that they transfer that credit to a friend or family member and, as annoying as it would be, I would personally collect the money from that individual each month until the debt was settled. His response? That would be against company policy too.

I told him that they can't just hide behind dishonest policies that serve to only protect the company with no regard whatsoever for the customer. I told him to forget about the policies and consider what the right thing to do here was. I asked him to put himself in my shoes and think about how he would feel if he were in my situation. What kind of business practice is that? It's truly a terrible and unspeakable way for any business—let alone a multi-billion dollar one—to treat its customers.

After talking in circles with Kyle, I reiterated that I was not going to back down at any point and that if he couldn't help me, I needed to speak to his manager. He said that for that they would definitely have to call me back and that they would do so within 48 hours, "although likely within 24 hours." He assured me that this time he put in the “official call-back request.” Although I was unhappy about where this was going, I got off the phone and tried to get my mind off this whole debacle.

And once again I patiently waited. One day passed, as did another. And another and another.

Days later, I began writing this letter and am preparing to take things to the next level. While writing the letter, I called Fido to confirm all of the dates on which I had recently spoken with their customer service department. As the rep whom I spoke to reviewed the records, even she said, “This is not good; I see this has been dragging on for almost two months now. That is way too long. I also see that they told you they would call you back but didn’t.” She was a very sweet lady and, since I was very soft-spoken and polite about the whole thing, she said would do her best to get me some help while I was on the line with her. She put me on hold and spoke to someone. When she came back, she told me that my case was now “high-priority” and would be forwarded to the upper management who would deal with it urgently. She assured me that over the weekend I would definitely get a call back from someone to discuss everything in detail. I am certain she did everything in her power to help me resolve this, and at the time I was finally feeling optimistic again. But the weekend came and went, and no one tried to contact me yet again. Too bad.

As a result, I am done dealing with Fido directly, as I can see that my efforts are completely futile. Therefore, I will now contact the Commissioner for Complaints for Telecommunications Services (CCTS), followed by several other organizations that exist to protect consumers from dishonourable practices like this. I am an honest person and, as a small business owner myself, I cannot fathom treating a customer so poorly. Fido has acted in an extremely dishonest and disrespectful fashion, as how the company has treated me here is a scam in every sense of the word. I have had the misfortune of falling victim to real online scams before, and how this whole scenario played out is shockingly similar: false pretence to encourage you to buy, followed by awful customer service that comes up with excuses for everything you bring up, followed by blatant ignoring in the hopes that you’ll eventually drop the issue so that the company gets to keep your money.

I have spoken to several friends, family members, and colleagues about this situation and found that I am certainly not the only one who was manipulated by Fido in this way. If you or anyone you know has experienced the same or a similar scenario with Fido, please contact me with details at [protected]@gmail.com. If many of us who fell victim to their trickery unite, we will stand a much better chance of making this battle public and emerging victorious.

To get another perspective from someone in this industry, I discussed this issue with a rep from my new service provider, and he was shocked. He said that he has never heard of this kind of issue in his seven years of customer service. He says that at his company it is "standard practice" to pull calls to listen to them to verify if what a customer is saying is accurate and if he or she was in fact misinformed or misled for any reason whatsoever. He says that this was definitely a quality assurance issue and that Fido is engaging in very questionable business practices. He, as well as a coworker who was sitting nearby, felt sorry for me having to be in this situation and wished me the best of luck in finding a satisfactory resolution.

I payed my dec fido bill at there kisok in champlain mall in brossard on the 22nd 150$. there insta bake type paymet self help cash was closed with a tarp over it but when I look at it iwas told they could help me there. so I waited almost a hour for service as they were busy as hell. when I got my turn, I was told thay cound not help me, in shock I said that dude there said you could and the girl serving me siged and asked my name cell number and postal-code, and took my 150 $ and we were done in 5 mins and she could goon selling to make commission as it showed thats what she wanted. well to my surprize some time on the 8th 9th or even early 10th I was cut off, I got a text on the 10th after I tryed to make a phone call. saying to pay my over due bill or I may be cut off. I have tryed calling fido and they were rude with me saying I never payed and when I tryed to explain what happened all they would say is when I am planing to pay. again I tryed to explain what happend holding the recipt in my hand. and again thay ask say ok mr. — how can we get paied and when. I then asked to talk to a superviser. and am told no. and he started to ask again how I can make as I hung up the phone. I went right to the fido kisok wher thoiss happened and noone was there. as I went to leave a lil voice calls
and the fido rep is walking slowly back with her coffie. I again explain what happened and and im told that the ppl in the kisok can not access my info. I showed the bill and she takes it and says she would be right back. when she returned she explaines that my bill was not from there store as it had the name"cell ieon"on the bill that she did not return with. I demand I get that bill back, and with a huff and puff the girl is on her way again. befor she returns I am aproched by 3 mall cops and get escorted out. non of witch spoke englis, I think that that kisok is called cell ieon and they have a right to sell fido but no one is saying a thing other than someone from the call said they do rent space to a cell icon booth in the mall.
I want to add thiss. on december 10 2013 fido called my cell. I was pay and go then. they offered me to go to a no contract contract. with a fell samsung phone, lower monthly bill, and no more hassle with 3 free months., I said yes then they said all again to record it. I said yes. 1 month lateer I got my first bill but no phone. after 3 months of being called a lier and that thay never made me that deal they could not explain how I was on the bill. and I got the so called free cell. I paid my first bill what was spose to be free, and out of the next 3 month 2 I had no phone as my old cell did not work on the new service I was put on. my 4th bill was 80$ over what it should have been, and I was told its 3 party charges. fido did give me the number of a vancover company but they told me nothing as I was not to deal with them but my provider and I paid that extra 80 to not have a hassle. but now you have gone too far fido, way too far. but I am glad you cut of my no contract contract becouse when I asked you said I could not leave till 2017. and guss what fido I singed nothing but my voice that you said you never got.

I cancelled my account at Fido six months ago. Now they are charging me over 200 dollars saying that I never cancelled it. It is outrageous. I am not even in the country anymore and do not plan to come back. Shameful. It is the second time Fido screws up with my account. I do not recommend them, unless you want to get billed for services you did not use.

On Friday, July 11, 2014, I went to this Fido location at the Hillcrest mall and had encountered a very rude and unprofessional sales associate by the name of Nassim.

Nassim is of thick build, wears glasses with black hair to which the ends of her hair were stained with a light-blue colour. I assume she is of Iranian descent judging how she was talking and serving one of the Iranian customers behind me in the line and speaking to them in Persian as well.

I decided to ignore this, but as soon as I inquired about that new Samsung phone, she gave me a dirty look and raised her voice at me. I then confronted Nassim and told her she was rude but didn't listen and she then ignored me and yelled to one of her co-workers that she was going "on break".

I will never shop at this Fido location ever again. Thank you, Nassim, for being rude and snobby.

My family and I had been with fido for many years. Their service was okay back in days until I was helping my dad to change plan on his prepaid Fido service. He was on a prepaid anytime 40 cents/min plan then change to a $85 annual plan which including 100 anytime mins and unlimited weekend and weeknight minute. He used to be with Fido for years, so he had accumulated $170+ on his prepaid account. We were planning to switch to the $85 plan with the credit on his account. When I was switching plans online, the system automatically charge on my registered credit card which I used to purchase voucher before. I immediate call Fido to address the issue, the agent charged on my credit card again before she charge on my prepaid account. All-in-All, Fido charged me 3 times for one single service.
Here is my experiences interact with their customer service rep.:

1st Call on April 9, 2014
I called Fido to address this incorrect charge on my credit card instead from the prepaid balance. The prepaid account balance had $170+ which is sufficient to pay for the $85 plan + tax, in total of $96.05. The agent told me they cannot refund what they had charged, and I will need to remove the registered credit card if I wanted to use the balance on my account to pay for the plan (I know that now, after Fido charged on my card without asking method of payment for the plan). I insisted the system did not have any message to inform the charge will be on my card and it does not make sense to make such charge while my account balance can cover the cost of the plan. After battling with her for 30 mins and request to talk to her manager, she had agreed to help reversing the payment by charging from my prepaid account instead of the credit card.
When she try to make charge on my prepaid account from her end, she found out the system did automatically make charge on my credit card again! Then she removed my registered card and make charge again, this time she did charge on my account. She promised me multiple times she will make a refund to my credit card for those 2 charges and created 2 separate cases for each charge on my card. Alright, I had her words to get back on my 2 charges on my credit card in the total of $192.10 ($85+tax *2).

2nd Call May 22, 2014
I called Fido for not receiving a refund for the incorrect charge on my credit card, I waited long enough to make sure the refund is not coming on the next statement. After explaining the rather complicated story to the agent, she said there is a note on my account from weeks ago saying the customer should contact the credit card company to "send a letter to Fido in order to reverse the payment". I asked why can't Fido simply do a refund on my credit card, then everyone will be happy. The agent said their company policy does not allowing refund on prepaid account. Well, I am not impressed by Fido making mistake in a way to randomly charge on my card and simply said whatever charged are non-refundable according to the company policy.

3rd Call May 22, 2014
After calling the credit card company, they do not understand what I meant by "send a letter to Fido to get my money back". Alright, call back Fido immediately, try to fill in the background with previous care #, but the agent let me tell him the story again rather than willing to read from the case. He does not seems to be care of my concern, and simply tell me their company policy does not offer refund. I requested to talk to his manager, he let me wait for 30 mins without any response, I hung up.

4th Call May 22, 2014
This is the third call of the day to Fido. This time the agent looked into my case and opened a new case to account the means communication, the credit card which I got charged, and the transaction # for Fido to trace the payment. I had been told someone will look into this case and will contact me within the next 24-48 hour. Alright, I got her word, cross fingers with my new case#.

5th Call May 28, 2014
I called up Fido and tell them I was expecting someone to call me since the last Thursday, May 22nd, but does not receive any until today. She looked into my case and told me your account had a note indicate that you need to contact the credit company to get the payment revoked, then Fido can do a reverse payment. She said she can provide me with text message, so I can use that to talk to my credit card company to revoke the payment. I do not understand what does she mean by that as there is no retail location for credit card company, and a text message is not a valid document. To avoid the situation from the last, I insisted the agent to call the credit card company to sort it out. She then put us on a conference call, then now I got a better picture of what's going on. Fido needs the credit card company to DISPUTE the charge then they can do *reverse payment* (not refund tho). However, the credit card company needs a prove of payment by other mean before they can dispute the charge, that is, Fido needs to send me the payment history of my $85 annual plan from my prepaid account before I can file for dispute. The agent does not seems to be able to provide such payment history and put me on hold to ask opinion from her co-worker. I requested to talk to her manager, she put me on hold for 10 mins and come back with an option by offering 1-year extension to my prepaid service with $85 *bonus* on my account, and revoke 1 payment of $85 on my credit card. I dont get how is this an offer. First of all, the $85 add to on my account is not *bonus*, I paid for it! Second, if I even had to file a dispute, what is the different to do just one payment or both? I asked her what is the benefit of doing that, she said it's an option... well, she cant even justify it.
I asked to talk to her manager again, she put me on hold for 20 mins then said her manager is taking a call and ask me to leave a phone number to call me back before this Friday. She asserted her manager is looking for option on case and promised multiple times I will get a call back this time.
Fido's customer service is reaching my bottom line, they had made multiple mistake on my case to cause all these trouble happened.
1. The system failed to check the account balance before charging customer's credit card
2. Agent charged on my credit card the second time
3. Refused to make refund on their mistakes
4. As a customer, I am not on the position to sort out the case for their mistake
5. Fido's *company policy* is protecting herself, rather than customer nor the relationship between them

I am not trying to get any benefit from Fido, am doing all these just to get my own money back on their mistakes! What a company!

ido Ripping off Customers
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‎[protected]:09 PM

Hello friend, i appreciate the response except that the plan they offer online does not have all the things i need like full voice mail, USA long distance...etc You notice this stuff when you read the fine print and they also said hey would not use my Fido dollars to renew my plan which i have been saving from being on a 3 year plan. just fed up with fido !
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mysteriousfido
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Re: FIDO BAIT AND SWITSH SALES TACTICS !
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‎[protected]:58 PM

they simply quoted you an incorrect offer, probably just a rep mistake. i know for a fact that if you have a 2gb data option for 25.00, it isn't on a term, therefore they would need you on a plan with data ON a term if you want to renew, ie a max or smart plan or an old 6gb or 500mb option
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Paolo
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Re: FIDO BAIT AND SWITSH SALES TACTICS !
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‎[protected]:55 AM

thats a very old retention plan, u can get an in-market plan for probably less than that.. trust me i know cus i usd to be on that retention offer, you will spend more than u need, the new in market plans already include 2 jigabyte data included in the plan price
I'm NOT a Fido employee, my comments are my own and don't represent the views of this website. If you like my posts, please give it a
Message 33 of 33 (132 Views)
ido Ripping off Customers
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‎[protected]:09 PM

Hello friend, i appreciate the response except that the plan they offer online does not have all the things i need like full voice mail, USA long distance...etc You notice this stuff when you read the fine print and they also said hey would not use my Fido dollars to renew my plan which i have been saving from being on a 3 year plan. just fed up with fido !
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mysteriousfido
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Re: FIDO BAIT AND SWITSH SALES TACTICS !
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‎[protected]:58 PM

they simply quoted you an incorrect offer, probably just a rep mistake. i know for a fact that if you have a 2gb data option for 25.00, it isn't on a term, therefore they would need you on a plan with data ON a term if you want to renew, ie a max or smart plan or an old 6gb or 500mb option
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Paolo
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Re: FIDO BAIT AND SWITSH SALES TACTICS !
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‎[protected]:55 AM

thats a very old retention plan, u can get an in-market plan for probably less than that.. trust me i know cus i usd to be on that retention offer, you will spend more than u need, the new in market plans already include 2 jigabyte data included in the plan price
I'm NOT a Fido employee, my comments are my own and don't represent the views of this website. If you like my posts, please give it a
Message 33 of 33 (132 Views)
ido Ripping off Customers
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‎[protected]:09 PM

Hello friend, i appreciate the response except that the plan they offer online does not have all the things i need like full voice mail, USA long distance...etc You notice this stuff when you read the fine print and they also said hey would not use my Fido dollars to renew my plan which i have been saving from being on a 3 year plan. just fed up with fido !
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mysteriousfido
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Re: FIDO BAIT AND SWITSH SALES TACTICS !
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‎[protected]:58 PM

they simply quoted you an incorrect offer, probably just a rep mistake. i know for a fact that if you have a 2gb data option for 25.00, it isn't on a term, therefore they would need you on a plan with data ON a term if you want to renew, ie a max or smart plan or an old 6gb or 500mb option
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Paolo
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Re: FIDO BAIT AND SWITSH SALES TACTICS !
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‎[protected]:55 AM

thats a very old retention plan, u can get an in-market plan for probably less than that.. trust me i know cus i usd to be on that retention offer, you will spend more than u need, the new in market plans already include 2 jigabyte data included in the plan price
I'm NOT a Fido employee, my comments are my own and don't represent the views of this website. If you like my posts, please give it a
Message 33 of 33 (132 Views)

ido Ripping off Customers
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‎[protected]:16 AM

My fiancee is a long time customer and recently purchased a Samsung Galaxy Nexus from Fido on a three year plan. She has a 1g data plan and rarely even browses. She recently had problems with her phone and called into Fido, they advised she bring it into a store to have it looked at first. The phone only required a hard reboot and it was ready to go again. During the 2 days the phone wasn't working, customer service temporarily put her back on a blackberry dataplan so that she could use her old blackberry. During that 2 day window they claim she incurred $1200 in extra data.

We opened a case with Fido and they said they would review everything and get back to us. Sure enough, Fido rejected the case and wants their $1200.00. Several phone agents even commented that her usage history is very minimal and that the charges are likely an error...but, in the end, someone at Fido wants their money.

Well, I have no problem taking this to court. Fido is crooked and the customer service stinks. Just a quick google search will reveal what a joke they have become. If they think they can just make up an invoice for $1200 and we're going to pay it, well think again.

We are both ending our contracts with Fido as a result.

Anyone know what the charge is per month to end a contract with them? I would rather not waste any more of my time on the phone with them asking this question.

I used to think Fido was better than the other companies that are out there, but after this, I would say they are probably worse. In fact, I doubt anyone even looked at our complaint, they just rejected it like they probably do to many others.

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onwards35
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Re: Fido Ripping off Customers
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‎[protected]:06 AM

That's to bad you are having a problem with Fido. I am at the end of my 3 year agreement with them and absolutely love Fido. I will be renewing when the new iPhone is released. I have had some issues come up in the past and they have all been handled professionally and to my liking very quickly. I have no idea how you presented yourself when talking to them on the phone so this may not be pertinent but I have discovered through the years that you can move mountains if you talk to everyone without letting your emotions get in the way. I am confident that with a calm approach and talking with a supervisor that your issues will be dealt with accordingly.

P.S.. Does the Blackberry not record your data usage like the iPhone does? Maybe you can prove your usage that way or ask Fido for the detailed data usage for those 2 days and try and figure out what is going on and what program she has installed that might be always running in the background using data when your not aware of it. There has to be something. Good luck.
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Markus
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Re: Fido Ripping off Customers
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‎[protected]:22 PM

I agree that a calm approach is the bext and that is how we have been until this morning. My fiancee has been dealing with Fido for hours on the phone this week. Each person we speak to agrees that our problem seems strange but, "there is nothing more we can do". What a load of garbage. Her usage history speaks for itself. Also, there were problems with her phone and right after she called customer care and they made a change, her usage history skyrocketed...Fido is claiming she used 12 gigs of data in 2 days...NONSENSE! Now they are hold a $1200.00 invoice over her head a month before we are set to move into a new home.

Sorry, but the time to be sweet and friendly is done. We are being robbed blind and Fido is not willing to do anything.

I would love an explanation as to how someone can use 12gigs in 2 days...come on Fido mods, answer that one!
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Paolo
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Re: Fido Ripping off Customers
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‎[protected]:53 PM

those kind of charges should have a ticket opened with engineers and an investigation escalated to team leaders. regular csr should not just say there is nothing they can do, that is not proper ettiquite
I'm NOT a Fido employee, my comments are my own and don't represent the views of this website. If you like my posts, please give it a
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Markus
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Re: Fido Ripping off Customers [ Edited ]
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‎[protected]:55 PM - edited ‎[protected]:57 PM

Exactly, I agree. I don't think we are asking for anything outrageous here. The employee she spoke to tonight said she would knock the charges down to $750...still, there shouldn't be anything owing. They tried to get us into a payment plan for the outstanding amount and we said no. I would rather fight this in small claims or keep escalating it than give in.

Thanks Paolo, I agree
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Markus
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Re: Fido Ripping off Customers
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‎[protected]:45 PM

The customer rep I last spoke to claims he can use 12 gigs in 24 hours with his smart phone. Really? I think many many people would disagree with him.

The last team leader we spoke to claims that my fiancee used 7.64 gigs though email services. Sorry, but that is just not possible.

What bothers me, is the fact that they know they messed up and they are lying to us and trying to con us into a payment plan so we are on the hook for the money. The team leader actually said that if she received a similar bill she would just pay it! Right, nice try.

This will go to small claims court. I am done with Fido!
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FidoJudhy
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Re: Fido Ripping off Customers
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‎[protected]:55 PM

Hey Markus.

I'd like to help. I'll send you a private message in a moment to have this looked into.

Talk to you there!
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ifixplanes
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Re: Fido Ripping off Customers
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‎[protected]:21 PM

I wouldn't feel bad about being ripped off by Fido, they are owned by Rogers and together they seem to like to rip off their customers. Earlier this year I paid to cancel a contract with Rogers, just to sign with Fido. I was told there was a plan in place that would see me paying only $100 for my early cancellation with Rogers since they are sister companies. I did, and received my last bills from Rogers totaling $800+ dollars, when I called to talk to Rogers about it, they knew nothing. When I complained to Fido they did nothing. So in the end I paid a lot of money and still stuck on a contract with the ROGERS group of companies. I tell you one thing, as soon as it's over with I will pick any other company out there but Fido and Rogers. I ensure I tell everyone that as well.
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spirited
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Re: Fido Ripping off Customers
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‎[protected]:31 PM

I'd love to hear the followup on this customers experience.
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karlsia
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Re: Fido Ripping off Customers
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‎[protected]:18 PM

They're charging me $310 for contract that is expiring by November, 2014.

I have spoken with their reps and supervisors about my disatisfaction with their services and business practices, the tone that I garnered is that FIDOCARES for the money that you have to pay them, but FIDO doesn't really care about what you are trying to say.