Cell Phone Service
Fido Solutions Inc
P.O. Box 9100
Don Mills
Toronto, On M3C 3P9
CA


RE: Service and Bill Complaint


To Whom it may concern,


The following is a time-line and record of events that have completely angered me with the service I have received from FIDO.

Everyone makes mistakes and FIDO has made many with me in the past, however they usually deal with these mistakes in a professional and respectful manner. However at this time the manner in which I've been dealt with is far from satisfactory.

I will say without a doubt if this situation is not solved I will never pay another dollar into FIDO!!


July 31 (give or take a day)

Due to having to go on an extended business trip I called FIDO to see the best way to deal with my account since in the past when I traveled my bills at times exceeded $600. The girl told me that I wasn't able to suspend my account as I had done with Bell but that the cheapest would be for me to chance to the minimum plan costing around $20. The young lady did explain that by changing my plan I would loss my current (at that time) plan but we checked an noticed the current FIDO plans were better than my plan anyways.

SO IN CONCLUSION, I stated clearly that I wanted to change my plan to the minimal plan and also confirmed that I wanted my phone disabled so no calls could be made on it until I was back in Canada and could request it to be enabled again.

September-October

At some point during this period I was able to access the internet and my online banking so estimated what my FIDO will would be and made a payment or $60 which I believed would more that cover the 2 months or so fees.

*important to note that I do alot of business in Africa where internet is not readily available and also I use a MAC and have complained many times in the past that I can't see my bills online (hence didn't even bother to try online to see my account).

On Nov 7, 2009

I received an email stating I had a bill for $225 which I later figured out was actually around $185 extra. So obviously new there was some type of mistake.


On Nov 9, 2009

I called FIDO to complain and figure out the problem.

First I spoke with: Alex ID # ?

-he explained that was basically my fault for not making sure the girl didn't make a mistake on my bill and saying that her notes verified most of what I said but that I didn't request to minimize my bill

-so I asked him if it makes logical sense to him that I call to minimize my bills expense when I'm away yet I choose to pay $80 per month for 5 months maybe more without once making a call or even turning my phone

-he basically replied that according to the notes that is what I wanted...therefor basically calling me a complete idiot

-lastly he said the best he could do for me is give me one or two months incoming calls which is a joke
-I stated why would I want incoming calls when phone is off and I'm out of the country, "I WANT THE MONEY THAT I WAS IMPROPERLY CHARGED BACK"


Then I asked to speak with Manager and got David ID # 2694

-David basically told me the exact same thing but he finally said well I'm not allowed to do this but I will not charge you for your last month.

-so I said FIDO makes a mistake for 4-5 months and overcharge me $180 and he want to save me $70.

-All I will say is none of these solutions is close to acceptable.

I want confirmation that this letter has gone to the decision maker in charge of such matters and I want to know how this will be solved.

Warmest regards,

Graham

I am using Fido mobile phone services since more than last 2 years. I have been screwed couple of times by them, but issues were solved by paying whatever they demanded.

This year during summer holidays (2007) I was out of Canada for 2 months, I asked Fido customer service (on 11th June 2007 at 2 p.m.)to put my phone on hold so that I pay minimum bill. A man in customer service by name LUC initially said he will give 50% discount. I said i would better cancel and when I come back I will take another connection.

Upon hearing this, he said he would consider holding(holding number) my phone for 8.20$ a month bill (including taxes) if I wish to continue. During this time I will have no service and my number will be retained.
So I kept the subscription at 8.20 $ a month, that way I would pay roughly 16.40 $ for two months. But when I came back I found they sent me bill of around 40 $ . I argued with them , called couple of times. But they did not revert back to their original promise.
A lady in customer relation dept rudely said now I will have to pay full 90 $ in place of 40$ since I wasted their time and argued with them. She rudely said I would add another 50$ in next bill and you will have to pay.

Now I have asked them to disconnect my subscription as I cannot continue with crooks who manipulate their customers for petty benefit. My phone is still active inspite of my request for cancelling my service.
This is purely ripoff practice which they use with many customers which gives them extra millions of dollar profit. No body really wants to fight for small amount by wasting few hours of their time by calling them without any result.

Please beware of Fido who are ill managed with poor ethics. It is part of Rogers group who are equally famous for ripping the customers.

There is no one who is really interested in listening or solving the issue. Fido has also disconnected my caller ID service and still billing for the same.
Their roaming charges are mind blowing, if someone ever wish to use this service just think twice.

Beware of Fido , steer clear from them if you want your peace of mind with their bogus claims and unethical practices in billing.