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!