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LIARS ! Take responsibility for what your employees tell customers!
My 2 year term expired in May of 2008. Prior to it expiring I called Fido to ask what the benefit was to renewing it and was told that I could get a new phone. I then asked if my plan would remain the same if I did not lock it back in and was told yes.
Consequently I have been called at least 4 or 5 times by their customer service people and asked if I would like to renew and get a new phone , I told them I did not need a new phone and always ended the conversation by asking that would my plan remain the same if I did not lock in,I was told that I would then be month to month but that my plan would not change.
Just this past December when I called in I find out that my plan has gone up by $10 a month (since June 2008, I did not notice earlier as my Fido bill is charged directly to my Visa and as my bill fluctuates due to long distance calls I never noticed it earlier ) and it can't be reversed as supposedly that plan is no longer available (what about the people that did renew their term and kept their price plan at $10 less, surely their plan is still the same one) .
This really upsets me as they pulled this on me once before regarding the so called "Government System Access Fee" , which I had to pay as I missed the deadline by 2 or 3 days. Now 2 things about this: a) it was never a "Government Fee" b) this time around when I was speaking with them regarding the increase in my price plan I was told that had I called in within 90 days of it being implemented it would have been reversed, why was the "Governmet Fee" not reversed as I called in within 3 days. My plan has gone from $40 per month to $56.95 .
My bill accounts for $1500 to $2000 per year to them , not huge , but not small account either.
I keep hearing " we are sorry that you were told this but there is nothing we can do" .
I spoke with 2 or 3 supervisors and then a manager.They have made me a short term offer that was not satisfactory. I have now had to write a letter to the executive of the company , as the manager tells there is nothing more he can dfo for me and will not take my calls.
If you would like the adress to write a letter, here it is:
The Office of the Executive
Fido Solutions Inc.,
800 De La Gauchetiere St. West,Suite 4000,
Montreal Quebec, H5A 1K3
If they do not resolve this issue not only will I move my account to another company. I will also file a complaint with the CRTC regrding the socalled "Government System Access Fee' as it is illegal for them to have conned us in to paying it by saying that it was imposed by the government.
Etremely Pissed Off!
Consequently I have been called at least 4 or 5 times by their customer service people and asked if I would like to renew and get a new phone , I told them I did not need a new phone and always ended the conversation by asking that would my plan remain the same if I did not lock in,I was told that I would then be month to month but that my plan would not change.
Just this past December when I called in I find out that my plan has gone up by $10 a month (since June 2008, I did not notice earlier as my Fido bill is charged directly to my Visa and as my bill fluctuates due to long distance calls I never noticed it earlier ) and it can't be reversed as supposedly that plan is no longer available (what about the people that did renew their term and kept their price plan at $10 less, surely their plan is still the same one) .
This really upsets me as they pulled this on me once before regarding the so called "Government System Access Fee" , which I had to pay as I missed the deadline by 2 or 3 days. Now 2 things about this: a) it was never a "Government Fee" b) this time around when I was speaking with them regarding the increase in my price plan I was told that had I called in within 90 days of it being implemented it would have been reversed, why was the "Governmet Fee" not reversed as I called in within 3 days. My plan has gone from $40 per month to $56.95 .
My bill accounts for $1500 to $2000 per year to them , not huge , but not small account either.
I keep hearing " we are sorry that you were told this but there is nothing we can do" .
I spoke with 2 or 3 supervisors and then a manager.They have made me a short term offer that was not satisfactory. I have now had to write a letter to the executive of the company , as the manager tells there is nothing more he can dfo for me and will not take my calls.
If you would like the adress to write a letter, here it is:
The Office of the Executive
Fido Solutions Inc.,
800 De La Gauchetiere St. West,Suite 4000,
Montreal Quebec, H5A 1K3
If they do not resolve this issue not only will I move my account to another company. I will also file a complaint with the CRTC regrding the socalled "Government System Access Fee' as it is illegal for them to have conned us in to paying it by saying that it was imposed by the government.
Etremely Pissed Off!
I’m pissed off!
3
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The more people who report this problem, the more it gets noticed.
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Inappropriate?That's the problem right there. Being that month-to-month clients are not on a fixed contract, their plan is not locked in at all. The CSRs that you spoke to should never have told you differently.
As for the plan no longer being available, they roll older SOCs (price plan and feature codes) out of the system as they bring newer, often more expensive ones in. Once it's gone, it's gone, not even the executives themselves can get them at that point.
The system access fee at one time was a government fee, but hasn't been since the early-mid 90's. If representatives are calling it one, then that's cause to notify Fido management and/or the CRTC. Simply put, they're not allowed to do so whatsoever (and this is drilled into them multiple times during training and in their knowledge management system). I will note that as of the rebrand on November 4, 2008, the system access fee was eliminated in new Fido plans.
There is things they could do for you, but it appears that they've forced you to go to the executive office or customer relations to get it done, which is both foolhardy and unfortunate.
I’m concerned by the apparent incompetence of my former coworkers.
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Inappropriate?Hello - This is Mary with Fido. I do apologize for not commenting on this sooner as I have only come across it since Calvin's comment above. I will ensure this is shared with our team. In the meantime, if there are still any open issues that I can address, please let me know and I will be happy to help.
Thank you,
Mary
EMPLOYEE
