Fido

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
Occasional Visitor

Posts: 4
Registered: ‎06-29-2012
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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Registered: ‎06-29-2012
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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Registered: ‎06-29-2012
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
Former Moderator

Posts: 1, 781
Registered: ‎11-10-2010
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
Occasional Advisor

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Registered: ‎06-27-2012
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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Registered: ‎06-27-2013
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.

Question:

Why does your prepaid card read pin # and online it is voucher? Can you be more consistent? Why is it when you make a call indoors I get a message no network service? In case of a indoors emergency I would not be able to call 911 or any other number. (Buyer Beware) Can u take responsibility for no indoor coverage and just get it right? Fido service is useless! Customer service rep should let customers know that Fido doesn't guarantee indoor calls. If I had known that Fido doesn't guarantee calls indoors I would gone with Bell or TELUS or some other carrier. Why does it take forever to get customer service is it because you have a high volume of dissatisfied customers calling? Definitely the worst service... maybe you should look at your competitors such as Bell & TELUS for future guidance.

Answer from Fido:
Thank you for visiting our website and allowing us the opportunity to assist you. My name is Chloe.
We're sorry to hear of your dissatisfaction regarding the plans and options Fido offers. Thank you for having taken the time to express your thoughts.

The quality gained from the GSM technology that we are using is a result of a superior frequency level which, on the other hand, is very sensitive to the environment it travels through.

For example in a flat area, the range would be approximately 10 km but in city the range is much smaller and can get as low as 1 km. The proximity to water or mountains (or other obstacles) as well as the season (leaves on trees, for example) can also impact the distance covered by a given coverage site. Some areas are known for having a weak digital signal (ex: basements, commercial buildings and indoor locations) where digital reception cannot be guaranteed.

If you are having reception trouble in a Fido coverage area, we would encourage you to call our customer service number to have a ticket opened with our technicians so that we may have the situation corrected. You will need to supply specific information such as the intersection closest to you, time and day of the reception issue, the number of signal bars indicated on screen, number of battery bars, model of handset, error messages, etc.

Unfortunately technical support is not offered by e-mail. As much as we would like to extend our assistance, we trust that you understand that a diagnosis for your issue is near impossible by e-mail since we are unable to ask questions live. In order to determine the reason for your difficulty, we suggest that you contact customer service at [protected] (FIDO) weekdays from 8 AM to 9 PM and weekends from 9 AM to 5PM. You may reach customer service faster when dialling the menu keys 4-4-1.

Rest assured that we care about our customers. Therefore, in order to provide a fair balance between hardware costs, plans features and add-ons, and customers' advantages we build our services to accommodate both parties. We can simply say that new services are being evaluated on an on-going basis and are launched once they are deemed to be most valuable to our customers.
I can assure you that your comments are taken very seriously. We appreciate every opportunity that is given to us to improve our service and serve you better.

Best regards,
Chloe | Fido Customer Service Representative

I call Fido and said that I wanted a plan that I can call from Canada to the US...I wasn't given that but what I was given was
A Travel plan, that plan was to call from the US to Canada...the first guy I talk on their customer service told me that Fido had
put that plan on my account and he said that Fido would lower my phone bill.
Then I called Fido the next day and the lady told me that there was no plan on my account. so I felt that I was being lied too
every time I call Fido and tell them my phone No. the Auto say there is no such No.
I just want Fido to get their billing right

I called Fido today to discover that they have made some changes to how they bill their customers which is from per second billing to per minute billing. This means that if I make a call and it is 2 minutes and 1 second I will now be billed for 3 minutes or 59 seconds I didn't use. This is theft plain and simple. They also informed me that they would be changing their per minute billing charge to .45 a minute from .35 a minute for any calls that go over the plan limit. And this is all after spending millions of dollars telling you that Fido Cares and what great value they offer. Fido does care, not about the customer but their bottom line. And as far as the best value this is simply smoke and mirrors to get you on the hook so that they can overcharge you in someway. How slimy with the result that after being a loyal customer for over 10 years I won't hesitate in dropping them like a dead dog.

I would like to make people aware of Fido's Dishonesty policy.
After being a loyal Fido customer for 11 years plus, I had saved over $ 700.00 in Fido Reward Dollars.
So I went to a Fido Store to uprgade my existing phone.
I was told by the Fido rep that to use the Fido reward dollars that I would have to
sign a minimum 2 year contract to claim the reward dollars.

I was upset with this, and will be quitting Fido altogether for there deceptive practice.

Under the interbrand migration program between Fido and Rogers, I switched my mobile plan from Fido to Rogers. I was 15 months into a 36 month contract with Fido and was told by Fido's e-chat representative that as long as I was more than 1 year with them and up-to-date in all my bills, they would waive the full early cancellation fee (ECF). When i got my bill, i was charged the full ECF and when I called in, they said I am not eligible since I got an iphone with my Fido contract. I believe that this is unfair as it is not stated anywhere and I was not told that this would be a problem.

I was paying for my little sister's phone and when she turned 21 she decided to pay for her own phone bill so we changed the account to be under her name. She had to give 3 pieces of i.d. and all that. When I was the account holder, I paid by pre-authorized credit card so money was automatically deducted every month. When she called to do the switch she told the man she wanted to pay off any leftover amount and was told that her balance was at zero (presumably because I had paid for everything). Two months later I get a call from Fido saying that I have an outstanding balance (I am with Rogers so I knew this could only be about my sister's phone). By the way, they ONLY called when I was at work and as a teacher I can't just pick up the phone whenever I want to so it took a week for them to finally reach me and they did not leave any messages. When I got the call (during my 15 minute recess) I told them I'd call back to settle it. I called, asked if my sister was paying all of her bills and why they were calling me when she was now the account holder. I was ready to pay off anything. They told me there was no outstanding balance anywhere. I asked them to double check everywhere and they assured me that whoever called must have made a mistake. I don't get called for another month.

The next call I get, they tell me that my credit has been damaged because I haven't paid off my outstanding balance. Apparently, when the account changed names, there was an outstanding 2 months that had not been paid(I'm not sure why since I was on pre-authorized chequing). I am livid! I don't understand how they could do this. I was always willing to pay off any bills and so was my sister! When I called to complain, the guy sounded like he didn't care and basically just told me, tough luck, it was my fault for not paying my bills. I've never had any credit issues because I always pay off my bills in time. Fido sucks and their customer service sucks as well!

I was interested in purchasing a dog until I found out about the added fees the shipping company was charging beyond there tip fee. I notified the so called breeder and the shipping company that I was no longer interested in purchasing the puppy do to the additional fees that was not stated on there site. I than began to receive harassing and threatening text messages from the shipping company for about an hour. This has to be a scam if these people got so upset that she felt the need to harass me via text message over a dog and there inconsistencies in there contract. After doing some homework on the company I realized that so many complaints have been filed against this company for sick dogs and the fact that they are a puppy mill so yes i have reported them to the authorities for harassment as well as scam artist. I would not recommend this site or shipping company to any one.

I have been customer of FIDO from last 6 years. We have 2 lines on same account. Called Fido to cancel one of the line on Dec 15, 2011 and they said FIDO requires 30 days notice...so my line will be disconnected on January 15, 2012. Now i received my invoice stating that i will be charged till January 26, 2011 because it is when my billing cycle ends. Called FIDO# 611 and talked to agent named Peter(#838700). He told me that FIDO charges till the end of billing cycle i.e. Jan 26, 2012 even if physically my line is no more in use after Jan 15, 2012. I should have called them on start of billing cycle date i.e. Dec 26, 2012 to cancel to avoid those extra 11 days charges.
So i told him how about if i add new line today i.e. Jan1, 2012 to existing account whose billing cycle ends on Jan 26, 2012...you won't charge me till Jan 26, 2012 or what?
He said that if i add new line today then pro-rated system is used by FIDO to bill accordingly but we can't use same pro-rated system for terminating the services and i have to pay till billing cycle ends.
WTF...
Even leeches stop sucking blood if they don't require it...but some money leeching people don't stop and have 100 excuses to leech out hard earned money of others.
Now i am going to pay 11 extra days to FIDO even if i have no working phone connection with me. I know i won't be saving hundreds in 11 days but is there any logic in paying for something which you are not using anymore?

Lesson Learned-
BE CAREFUL FROM EVERY SERVICE PROVIDER OUT THERE. THEIR SMILING, FRIENDLY TALKS ARE JUST LURING TACTICS AND THEY DON'T GIVE A F*** TO ANYBODY.
THEIR SOLE PURPOSE IS TO LEECH MONEY AND THEY DO EVERYTHING FOR MONEY.
If anybody from FIDO is reading this...just comment below for why pro-rated system cannot be used while terminating the services if your condition of 30-days-termination notice has been fulfilled?

had a contract with Fido for three years and it expired Sept 7/11 and I then went on a month to month service. Fido kept phoning me to get me to sign a new contract and I could get a new phone. However Fido did not have a phone I wanted. After being harrassed by Fido sales people I had enough with them and their rudness that I decided to go with another carrier. I asked a Fido customer service rep at the Cottonwood Mall Fido store, if I wanted to cancel service what do I need to do. I was told if I go with someone else they would be able to transfer my phone number and Fido would know my service is no longer with them. I asked if I had to phone and inform them or give them notice and I was told NO.
I changed carriers and to my shock I got a email stating that I owed money. I went on line and was unable to sign onto my account, I was no longer a customer. I emailed them and asked for them to let me know what I was being billed for. I was told I was being billed for 30 notice I did not give them. I have been with many carriers and never has this happened before. I then phoned there customer support line and was told if mu contract was expired and was month to month I had nothing to do. If I changed carriers the new carrier would inform Fido that the service was no longer required. I am so tired of beign told one thing and them doing another. Has anyone had this happen to them before? Fido keeps telling me that I am a customer until Dec 25, 2011 but yet I cannot access my on line account because I am no longer a customer?

respected
dear sir/madam
i have phone connection 1 1/2 year and half ago, like prepaid connection just 39 for a month . im tired of this fido connection, then i migrate to wind mobile.ca, once i go to other network, i have to clear everything all my previous balance, then only i can get same old # [protected] in wind mobile. so i paid all my dues including closing, but recently i got a call from icor canada harrasing me frequently everyday calls, early in the morning, my blood pleasure goes very high and mentally frustration i have been in hospital, in canada every one knows if u have due, other provider cannot give u a same number, first clear all balance due from old provider fido, then we will give u a new connection in wind mobile, this is what happen. now icor collection agent is asking me to pay 78 $ i said i cant, i paid all my dues why i need to pay, then they ask me atlest pay 50 $, i paid all the due, why i need to pay again, so please take this action against on fido
after year and above now again asking money again ?

So I will add my complaint to the rest. And this is coming from a person who used to love fido. They were so much better before Rogers took over.

Anyway the issue was long distance charges. I had set a prepaid long distance plan through G3 telecom. You call a local number then dial long distance. I have used this many times so I know I wasn't doing it wrong. When I got my next bill the long distance charges were outrageous considering that they weren't supposed to go through Fido. I looked at the details of the calls made on the bill and everytime I dial the local number for my long distance calls it looked like only the first several seconds went through G3 then Fido was bumping the call and charging the rest of it at their outrageous rate! When I called them their customer service was appalling they were completely rude I have never encountered customer service like that anywhere! They pulled up the term and conditions and of G3 on the interenet and told me that since they don't garauntee their service Fido is not responsible. What do the terms of G3 have to do with Fido service? Now when I told that in their own terms and conditions it does not state anywhere that they do not support other long distance providers. They couldn't even give me and answer they kept going back to the terms of another company that they don't work for. And obviously G3 can't garauntee it cause they can't control Fido bumping the calls! All I wanted was the charges for my long distance dropped. But no they gave me such a hard time about I cancelled the service and will never look back. Unfortunately now they're trying to take me to collections for something they never should have charged in the first place. It's terrible! Fido has the worst customer service and will try to charge you any way they can!

Ye Yang account no. [protected], when she lived in Vancouver shortly she reactivated her long term Fido account there but used my mail address in Calgary as friends. After she left there, I got a mail from Total Credit Recovery Ltd saying her owed you the last balance $59.51, case no.8643172. I paid with a cheque as a friend of Ye Yang. Later, I got another mail from Fido saying it was a MISTAKE. Ye Yang indeed paid off the last bill prior to leaving. I called Fido and confirmed this and I was told to wait for the refund. But after half year, I received nothing. I called again and again, but I was told although Fido got the payment twice, Ye Yang but not I had to talk to you directly. It is a very funny excuse, no matter Ye Yang or me, Fido made the mistake and got extra payment, Fido should automatically refund the extra payment I made later back to me. You are not supposed shamelessly rob the former customer. Your customer service is only for selling more but not for resolving. Now, I am sending you an email, but if it is not straighten out soon, I have to deal it more seriously. It is not just about $59.51

Dear Hao Sun,

I would like to thank you for visiting Fido. ca and allowing us the opportunity to assist you. My name is Peterson.

I apologize about this whole situation and the way you now feel about Fido.

Unfortunately, the information provided are correct. We do need to speak or get into contact with the account holder in order to be able to refund the amount.in that case, that is Ye Yang. It is possible for her to contact us by email to complete the request. Also, the amount that will be refunded will be refunded as a cheque. Based on our procedures, that cheque will only be made in the name of the account holder. For that reason we need her to contact us to provide us an address where we can send her the refund.

We are sorry if this doesn’t meet your expectations but this is what has to be done for the refund to be made.

Should you require further assistance for this or any other matter, you may contact customer service:

Peterson,
First of all, thanks for your reply. However, you do not get what I am saying here. I already knew your theory, so you do not copy/ paste and reply me this way.
1. I am no interested in Ye Yang's account.
2. You should not care who contacted you or who didn't contact you or who should contact you. YOU GOT PAID DOUBLE, YOU RETURN ONE OF THE PAYMENTs.
3. Technically, You were able to ask for the money, you should able to refund it. You accept Ye Yang's credit card, and then you can refund her back to the card. Same you received my check, so you know my account and deposit back the money.
3. No matter Ye Yang or me, you should automatically do the refund thing without asks of either of us. It should been done automatically! Automatically with our call at all!
4.in this case, I am not the account holder. You received money from the "non-holder", so you should refund the money to me!
Hao

Fido's customer service is sucks and fake. the call center is a machine for selling and a shield for hiding.

It looks like Fido/Rogers has a big problem with their billing software. Every time I changing my monthly plan I'm getting bill with errors. It costs me plenty of time and nervous to solve them and and not always they want to listen you and sometimes calling black as white. So be careful when you changing your Fido plan

I have a total bill of C$ 325.25 of a Third Party from my FIDO bill. Basically this amount started from May 25 to April 8, 2011 by sending Text message from Mobirok, (Mobirok) 2WayTraffc (METQZ), Mobilie Messenger (Pure Crush), SendMe (Solow), Mobile media Sol (Millionaire Secrets), Fox Mobile (Jamster). They really made good trick fooling us by starting different ways and techniques. Can the government intervine on this case? Were can I file a complaint as a consumer on this matter?

I walk into a Fido store regarding a problem that i have been experiencing for about an year. There was a young lady working at one of the Fido stores located in Newmarket, Ontario. I was in the line to be served next once she was done with the current customer. I was waiting to be called on next till she calls on the person behind me. I was shock and stunned and got confused on why she would do that. Unless she was blind. I thought it was first come, first served. I was waiting in line for about an hour. She seemed so unprofessional. When she was serving me, her concentration was somewhere else. I was suppose to show her the problem that I was encountering in person through my phone but she kept looking away. How could I show her what my problem was if she wasn't paying attention? It's very frustrating to have people like her working. She needs to be trained properly again and to be able to provide better customer service.

In March I went on a short holiday to Mexico, Puerto Vallarta. I took my iPhone with me and before leaving purchased an option that would provide cheaper calls. As a precautionary measure, I turned data roaming off before leaving Canada. In addition to having data roaming turned off, the phone was turned off. On two occasions I tried to get onto the hotels free wi fi. A total waste of time, the iPhone wouldn't pick up anything! I turned data off and the phone off and left the phone in my rooms safe deposit box, turned off. Recently Fido have contacted me to inform me that I owe $560.00 for data roaming. The first time I was called I explained that the phone was turned off for almost the total duration of my vacation. The CSR said don't worry Sir we get these complaints all the time, the iPhone tends to pick up data easily. She added that it would be investigated. I have since received more calls and texts from Fido requesting their $560.00 for data downloads while I was away. In simple terms, the iPhone didn't work while in Mexico, so it was left turned off, both data and the phone. During the week I was away, it couldn't have been on for more than 5 minutes and of course it didn't work! I have told Fido that if they persist with this attempt to extort me that I will no longer continue to use their service. Of course I'll be stung for prematurely ending the contract and I don't want a mark against my credit worthiness. However, I will still do it on principle.

Other than approach the Better Business Bureau, which reading other complaints, isn't that effective with Fido, it's difficult to see how to get any sort of justice. The whole data roaming thing is a license to print money, and a lot of it. If you have an iPhone, there aren't too many services you can use in Canada. All useful suggestions welcome.

I received my cell phone april bill, surprisingly, there are charges of 4 companies, that i never been contact with for any reasons. The bill came to almost $ 180. 00. I am shocked, and have phone fido to ask what is the meaning of thirdparty charges for premium texts, the representative said i have to contact these companies to unsubscribe my cell from it. I never subscribe them initially, why i have to phone them to unsubscribe? Fido did not do anything to protect their customer from these scammers. I felt i got ripoff by them and fido. What can be done? Will there is any answer to this matter? Thanks, l. Huyn

I am appalled by how I was treated by customer service. I am surprised they even have a cust9omer service line when they are incapable of offering customer service to their clients. I have been a client with multiple lines for many years. I am ready to switch mobile companies. Let's just say, they are extremely nice at first, to lure you in a 3 year contract. After they have you locked in a contract, they dismiss you and are rude. I talked to 3 different representatives in the last hour and not one of them were respectful or kind in any manner. They kept on talking on top of me, raising their voices, and making me feel like i do not know better. They pulled out false information and I caught them on that. I can go on and on about how unfair and unjust FIDO customer service representatives are, but I will let other people have their turn. FIDO either needs to hire a new customer service team because one cannot simply train their representatives how to be nice and respectful.