Fido Customer Service Contacts
Canada - H5A1K3
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Fido Solutions is the company i had a contract for 2 years and they are such a big cheat. They have charged...
My experience with Fido will lead me to never do business with them again. If you choose to use their services, here is some advice:
1. Get written confirmation of any contractual changes agreed on any phone call.
2. If this is not possible, record your phone call.
3. If this is not possible follow up with a letter confirming the details agreed, requiring a receipt to ensure they have received it, and making it clear this is now your understanding of the contract unless Fido informs you in writing within 10 business days.
4. Make note of the employee's name and number you are speaking to and ask them for the reference number of the call you have made, for future reference.
5. If you believe you having a disagreement and believe you are right, eventually they will reach for a supervisor, but be prepared to be on the phone for 30 minutes before this happens.
6. When they say there is nothing they can do about a billing issue, don't believe them. My bill was slashed by 50% and eventually wiped out after a 40 minute call.
7. If you have cancelled your account and Fido has not acted upon it. Ask them to check whether there is an unrecognisable "flag" on their system against the account. My experience suggests this flag means the account is to be cancelled, but few customer service reps seem to understand it at Fido and require a supervisor to explain this to them.
If you're interested in what happened, here are the details:
I have had a major challenge getting my Fido account cancelled. Despite making several calls to Customer Service and being lead to believe the account was cancelled, I continued to receive invoices. Ultimately this went to a collections agency. When I contacted Fido to discuss the matter the Customer Service Representative basically implied I was a liar, as her notes showed no such request was made. After 30 mins of going around in circles on the phone, she agreed to slash the outstanding bill by 50%. I refused to accept this as I had given instructions to cancel the account (and had not used it since) that were not actioned by Fido and I didn't see why I should pay for their error. I asked who else I could speak to, and the answer was "no one" other than accounts payable to pay the bill. Totally unhelpful and unprofessional.
After further discussion the Customer Service Rep, finally agreed to put me through to her supervisor.
I was left waiting for another 10 minutes and did not get to speak to the supervisor but when the rep returned to the line, she explained her supervisor went through my file and found a "flag" on my account that did indeed confirm I had instructed them to cancel the account. The Customer Service Rep had never seen this "flag" before and didn't understand it. Obviously, Fido's systems didn't understand it either and sent the bill to a collections agency.
After over 40 mins on the phone the balance was eliminated and my credibility with Fido was restored, while theirs was lower than ever.
I am now awaiting confirmation they have indeed cancelled the debt and informed the collections agency. I may yet be surprised that they stick to their word.
Overall a very poor customer service experience and I am left thinking I should be invoicing Fido for time wasted and the inconvenience they have put me through.
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.
This complaint is for FIDO accountNo [protected] (cell phone No [protected]). 1. When activated this phone...
I have been lied to and given the wrong information by my service provider. They are only willing to help you before you sign the contract. Afterwards they go out of their way to make sure they get as much money from you as they can. I was overcharged for text messaging even after I requested my package be changed to included unlimited texting. It was only when I checked my bill that I realized that I was charged for extra texting even after the change. I was given no time to raise a concern with the clerk at the kiosk and told that there was nothing I could do except pay or my credit rating would be negatively affected.
Stupid fido... I have never used any internet from the cell phone before nor I know how to use it. And then one day! boom! almost $1000 bucks charged on my mobile internet service. I phoned them and asked what happened and the CSR kept on insisting Fido doesnt make mistakes so it must be me trying to avoid paying the service after using it and that I should learn to be more responsible for my cell phone from now on. I cant believe this is what a CSR should say?!??!?!?! Anyone will similar experience?
I have a rogers phone which I had hoped to put on a Fido plan. I called Fido and asked if this was possible, the operator readily agreed and stated that in order to do this I would need a Fido SIM card at a cost of $40, he then provided a number of false prepaid plans. I ordered the card and did what I was told to activate the phone. The operator put a dollar on the account to keep it in operation, but when I put the card in the phone there was a subsidy password required. After inquiring of this from Fido they say that the card is useless in that phone and there is no way that it would ever have worked. They will not provide a refund for the card or provide any apology. Big Waste of Time and Money!
My wife and myself bought two cellphone from fido solutions inc from their store at erinmills town centre, mississauga ontario canada in november of 2008. Since the first week itself the phones do not work properly (all my calls straight away go to missed calls and my wifes phone doesnot display the name of the caller). Initially when we bought these phone, we also renewed our 3 yr contract but in the store that day the person who was helping us told us that if wanted iphones we would have to take internet plan also but on the contary one can buy iphones without internet too. He didnot tell us other options we had and kind of pushed us into buying these crappy phones. I am really dissatisfied by the service of these phone sets and also the service of the store. I have been a loyal fido customer and I have the same plan from nov 2005 that is when this company was introduced. I was really let down by this attitude of the company people.
Consumers Beware: Boycott Fido!~ Please welcome to comment, vent your anger on that page on your poor and nasty treatment by Fido, Spread the word around throughout Canada and the world
in the internet so that it will go bankrupt, its reputation tarnished and learns its lessons of cheating poor customers and their loyalty. Sometimes it take a bit of courage
to push those companies to change their nasty habits and thinking as well as their systems and marketing philosophies... Good Luck!!
I once went to pay my invoice at the Fido store, I waited in line for so long, when it was my turn the...
The truth is fido will grab every dollar.. Nickel and dime you with every opportunity they can get.. So don't...
If you own an iPhone be careful not to lose it or in my case have it stolen. Fido will not replace that phone...
I was sent a check for $4, 293.78 US dollars and I was asked to send $2, 800 back for taxes. Ultimately I would receive a check for $180, 000 dollars. I opened up a checking account so I would not link this check to my personal account. I was told to call first. I did and spoke with a Peters Jacob [protected]. I told him I would send the money when the check cleared. He advised me that the contest entry date was upcoming and I had to reply immediately to recieve the money. I reluctantly sent have of the $2, 800 via Western Union to a Patricia Newtons, whom I was told was with the Federal Govt and this money was for taxes.in the end, the check that was sent to me was fraudulent. I was in contact with Jacob and he told me that this was because their banking accounts were illegally accessed. He said he put in a claim to refund my money. I called him every week and he had a different story as to why my money was not returned. He did say it was approved and pending. Now I call the number and I get a recording stating the customer I am calling is unavailable. This all started mid October. I am at a loss of what to do.in hindsight I see how stupid it was to get involved. I am now out.$1, 400.00. If anyone can help me, please let me know.
I am very upset at Fido.
I've just been through a series of endless telephone calls and I am totally disgusted.
I feel I have been made a fool and trapped into charges I specifically tried to avoid.
Like many other Canadians, I was lusting after the iphone but found it too expensive and the internet package over priced.
A Fido agent called me asking about my customer's satifaction and I told him about how I felt about the new iphone packages.
He offered me a great deal on the phone by using my Fido dollars, getting me to agree to a 3 year contract, and signing up to a monthly plan.
Ok, great so far I said but what are monthly fees going to be? I was not interested in being caught paying higher charges and absolutely did not want the internet roaming package from Fido. I just wanted to be able to connect to a WIFI network. The Fido representative said this would be no problem. Just don't subscribe to the internet package and you won't be charged. Sounded like a great deal so I said yes and agreed to the 3 year contract.
But since having received my iphone, I have been battling and battling with the billing department at Fido.
1st, I could not understand why I was charged approximately 80$ more than promised for the purchase of the phone. After calling and complaining I was than given a credit of 17$ plus an additional 56$.
The second bill came through but the 56$ was not yet credited and there was an astronomical roaming internet charge on top of it...
I was then again promised the 56$ credit for the following month but the internet charges were not removed! ... Apparently I was supposed to know that my phone was connecting automatically to Fido's internet service and not to my home WIFI when at home. I was also supposed to know that I had to call Fido and make sure my phone was disconnected from their internet network, although I specifically requested NOT to have that connection.
Apparently, Once the phone was delivered and I had phone in hand. I was supposed to contact Fido and tell them again to block my internet service. I was never informed of this when I first ordered the phone and there wasn't any notice when I receive th phone either.
In my last conversation, one of the customer service agent actually informed me that Apple asks Fido not to inform its clients from the blocking possibility and conditions of the internet service. Why? This apparently disadventage Apple.
So what about disadventaging your customers Fido???? We are the ones who end up paying and stupidly have registered for 3 dawn years of dishonest services!!!
Fido does not want to credit me the internet connection done without my knowledge, dispite te fact I refused them from the moment I registered and ordered my iphone.
I am outraged by the whole sour deal here and feel taken for an idiot.
I can only tell you DO NOT REGISTER WITH FIDO IT IS A SCAM!!!
I received a check in the mail for$4, 293.78. I was advised to deposit it and send $1, 200 dollars for taxes. Then the check could be cashed and subsequently I would receive another cashiers check for $180, 00. I opened a new account with the check. I was going to wait for it to clear to send the company the money, but I was told it had to be sent right away contest was ending. I have been speaking to a man named Peters Jacob at [protected] and he said he would return the money. He went on to say that someone accessed their back account and tampered with their funds. I need the money back desperately. I have been calling him every week. The last time I spoke with him on 11-4-08 he said the refund was approved and was in the "final Stage" and that he would call me with tracking number for Western Union. I have not been able to contact him this week. Is there any one who could assist me?
Was repeatedly told the iPone I ordered would ship, in one week, then next in two weeks. It's now been 2 months since the order, and when I called to get an update I was told they never tried to track down the shipment, and now I have to wait another 14 days for them to track it down. I've called 5 times and spent 2 hours tryng to get this fixed and am now ready to examine my legal options.
Hello... my name is jen. Let me start by giving a little bit of history to you. My dad was a top sales rep in ontario, so indeed he relied 100% on his cell phone. Well, some bad luck hit and his health took a massive turn for the worst. He was approved for long term disability, however to keep him on the company cell phone plan was cut off, as he would no longer be in contact with his customers. As, normally in a situation like this another rep takes over the area. As anyone with a cell phone can understand is trying to live without one is not a thought many of us could bear to think of, let alone actually do it. I thought I would do a nice thing and buy my dad a Fido pre-paid cell phone. Well, then for the convenince of it my mom put down her credit card number and it was being loaded with 10$ per month. As you could imagine, the phone was not being used as his health continued to deterreoate, including lungs, kidneys, heart, bones, brain blood... basically everything inside has something wrong with it. We have spent so much time with doctors and specialists admitting him to hospital more than once, thought he was going to die a few times that we never thought of the cell phone. It was not a very important thing at the time (understandable?? right)
I called fido on October 10th, 2008 and spoke to a rep Danny and his supervisor Gabrielle. I really didn't get anywhere other than him telling me that he could add 6months onto my pre-paid plan so it would give time to use up the money~! I really don't see how this is a suitable resolution in my particualr situation, as a perfect indicator to the future is the past. Seeing as though the phone has not been used since it was activated is to me a strong indication that giving me 6 months to use up the money accumulated is really an insult. I have a contract phone and so does my mom. My dad does not leave the house and no one calls on the cell phone let alone the house phone. As we all know when times get rough people whom you thought were your friends often run for the hills. Well that's what happened. Now I understand that pre-paid cards are not refundable. And I also understand that this is not Fido's "problem" or "their fault" at all. However I was expecting them to help me out in this particular situation, as I feel it is a unique one. I have a $150.00 credit sitting on the phone, which is cancelled as we speak and I am really only looking to settle with maybe half. I really thought Fido was a large enough complany that cared about their clientelle and are looking to keep customers. I have been rudly awakened. Can you please look into this and see what can be done, as I know that there is black, white but there is ALWAYS GREY!!! I am expecting a resolution to this issue, promptly. Please email me at [protected]@rogers.com
Here is an email I have sent them on their fido website several times which explains exactly what they have...
I used fido dollars to purchase a headset fido sent me a confirmation letter debiting my fido money and advising me that the item would be sent between 5-10 days this took place on 28th june, the fido dollars are awarded to customers who use and keep there accounts up to date. After ordering the confirmed item
I changed my service to another company, I was told I would not get the item as it is only for loyal customers, I was loyal to fido for over 10 years. I was under the impression the fido dollars I received from them was for loyalty. So beware. Total value of the item at fidos retail listed as $100 mike
This is a copy of the letter which I sent fido in regards to treatment of a new subscriber! Good day I am...