Fido review: Mobile data plan

I am very frustrated because I called Fido customer service on October 28, 2023 for better plan as I have 3 lines within my account, actually the agent was nice and helpful; he told me that he applied a 10 dollars promotional discount on the 3 lines (mine, my son & my daughter) which should appear on my next billing cycle. The on Black Friday I called again to change the plan for my line only to get the black Friday offer which I have been told that no more $10 on my line and I accepted.

Then 2 days ago, I saw the new bill not including the $10 dollars discount on the other 2 lines my son & my daughter; so I called the customer service, he said that I am right and it was written in the comment; he recommended to talk to a supervisor which I waited for 3 hours in order to have someone to answer.

Her name is Susan, after explaining her all the situation and the promise I got that was not applied, she left me on hold for almost another hour to just read the comments then she said we can't apply this discount there is nothing written, she was super rude and unhelpful. She made it seem that I was lying then when I told her you could go back to the recorded call between us then she said the agent has mistaken "we are all humans and we do mistakes"!

I will not accept this behavior nor let this slide.

I need this to be solved ASAP and necessary action to be taken.

My email is: [protected]@yahoo.com

My phone # [protected]