So this is the letter I wrote to Fido, regarding my past service... long story short... (youll read more in the letter) after 1 year, i switched to rogers from fido (same company) cause i wanted a phone fido didn`t have, they informed me no ECF and i called htem several times to make sure there was none. SO... in the end, i get a collection call from NCO saying i owe fido 235$... READ ON)
I am writing to file a HUGE complaint against YOUR company. I was a Fido Customer for about 4 years. I was interested in purchasing a Blackberry in November 2008, and realized that Fido does not carry them anymore. So I called a customer service Rep on the Fido number through my phone, and asked How much it would be to Cancel My Contract. I was told 200$, BUT if I switched over to Rogers after my 1 year mark with my new contract (which was November 29th 2008) It would be NO CHARGE to switch to Rogers because rogers owns Fido. I said great. I waited until November 29th 2008, went into a Rogers Dealer, and explained to her what I was doing. She was extatic and said it would be no problem. She was extremely helpful. I called fido to double check everything would go okay, they informed me yes, and No Cancellation fee of $200 was being charged to my account because I was switching to Rogers. We Activated my rogers phone, and before everything could be complete, the representative Had to phone Fido to switch over my phone number. While on the Phone... She was then informed that They could not cancel it until November 30th 2009, and was informed that was the date of my 1 year mark. The Rogers representative was extremely angry at the CSR through Fido and was arguing on the phone with him that November 29th 2008 WAS the 1 year mark, and his information is wrong... And told him that i WILL NOT be charged a CSF. She asked to speak to his supervisor, she was put on hold by the Fido CSR. 45 minutes later, the Fido CSR comes on the phone and informes the Rogers representative that his Supervisor is not Available. He says he will cancel the Fido Contract tomorrow, when the number is switched to Rogers, and I will not be charged a Cancelation fee. The rogers Representative makes sure he types in this whole conversation to my Customer File with FIDO and hangs up. We then proceed with my Rogers account, Pay, and off I go. The Next day on November 30th 2008, I go into a Fido Store in Langley, BC (not a booth, but a STORE) to double check my account has been cancelled with no charges. I was ensured by the CSR for fido IN PERSON, that my account is cancelled and all was ok.
YAY, SO... Next month in December... I get an e-mail from Fido (I did Email and online billing ONLY) saying my monthly invoice was available to see... confused... i call FIDO AGAIN, and ask why this has happened. I get informed that it must be a mistake, and it will not happen again, and that I do not owe them Anything. OK. Next month in January it happens again. AGAIN I PHONE FIDO, and say the exact same thing, and am told the exact same thing. I asked them why I even have a file with them anymore, seeing as Im with Rogers, Not Fido, but whatever.
NOW, ON MONDAY MARCH 2nd 2009, I GET A CALL FROM RCO COLLECTIONS SAYING I OWE $235 TO FIDO. I say... NO that is a complete mistake. The collections Lady, `JANET` informes me what i need to do is phone fido and see what happened. So then, I PHONE FIDO AGAIN and say why am I in collections... I havent had a phone with you SINCE november and it was canceled and switched for NO CHARGE to ROGERS. The lady named MARLYNE (who actually spoke ENGLISH FOR ONCE) said there was a cancellation charge for me canceling on november. I said no, that is a mistake... explained what I was told, and she said, ok, im going to put you on hold for a moment, and i said ok. At this point I am SO FRUSTERATED WITH MY PAST SERVICE I AM NEVER GOING TO REFER ANYBODY TO FIDO, AND AM TELLING THEM TO SIGN WITH TELUS OR BELL. Marlyne come back onto the phone, and says there has been an `ERROR` on my account. APPARENTLY i was supposed to call Fido, 30 days after I Cancelled my Contract to say I have Signed on with Rogers and NO charges should be made. Hmmm... I seem to recall calling fido to complain in DECEMBER AND JANUARY about receiving invoices and telling them I HAVE SIGNED ONTO ROGERS. Marlyne explained to me this was an error and that the collection is getting REVERSED, and to phone Fido back on Friday March 6th at the very latest to make sure everything was reversed. I was assured that there are going to be NO CHARGES and will probably recieve a rebate because I payed a LAST BILL i was not even supposed to pay, and NONE of this will affect my credit... Because it BETTER ###ING NOT! I said okay, and thanked Marlyne for her patience(and for once) the GOOD customer service. I then phone the RCO collection agency and informed them what was going on, and they said okay to phone them on friday and when Fido does the reversal everything will be okay.
So friday awaits, and everything SHOULD be running smoothly... If not... I AM GOING TO THE MEDIA WITH FIDO AND HOW CRAPPY THE COMPANY IS. IT IS A SCAM AND YOU DO NOT APPRECIATE YOUR CUSTOMERS OR THEIR SERVICE. I HAVE FANTASTIC CREDIT, AND HAVE WORKED HARD TO MAINTAIN IT THAT WAY, AND WILL BE IN THE PROCESS OF PURCHASING A HOME LATE THIS YEAR. THERE BETTER NOT BE AN AFFECT ON MY CREDIT BECCAUSE OF STUPID PEOPLE MAKING BIG MISTAKES AND ERRORS SO FIDO CAN SCAM PEOPLE OUT OF MONEY AND RUIN THEIR CREDIT. IT IS NOT MY FAULT YOU CANT PROPERLY TRAIN YOUR CSR`S, OR ONLY WANT TO PAY 2$ AN HOUR FOR PEOPLE IN 3RD WORLD COUNTRIES TO ANSWER CUSTOMERS SERVICE CALLS. IF THIS IS KEPT UP THE WAY FIDO IS BEING RUN, YOU WILL GO BANKRUPT
So lets hope this ### dones`t do ANYTHING to my credit, or I am storming in to their office and Vancouver, and giving ###! and not leaving... until everything is fixed... because we all know if can be done with the click of a mouse... too bad they have ### customer service reps working for them they dont know how to work a computer.