Fido
Reviews and Complaints

spoke to rashid from customer retention who was manager. felt like he was holding back in assisting me. had a deal in place for ipad 6th gen with a deal for data. he came back and completely ignored that deal said cant do it. said no deal was ever discussed asked him to read notes which clearly stated it was good to go. still denied it. terrible customer service. always cutting me off and also raised his voice to give his opinion. asked to complain to president and inputed vague comments and told me it's on me to explain. advised him I would like him to do detailed notes as it was fresh in my mind. and he felt it's best not to? also felt he lied in the beginning which made the call worst as he refused to admit he didnt read notes properly to handle the call. he was so invested in his stance he felt prideful to admit he did wrong.

So fed up with Fido, from day 1 the employees have been dishonest about details of my account and just done a bad job. the IME for my 2nd phone was input into the system wrong and it was only realized through an audit! And I only ever received 1 message stating if I wanted it fixed I would have to call or co in and if I lost my phone without it being updated I wont ever fine it, how is that my fault or responsibility? Also was never informed about my down payments and the ruled to getting it back (in regard to not missing payments I was never informed about this and would have not missed a payment or made a late payment) Now I do have an overdue balance and am being charged an extra $35.00/M, on top of 2 phones at $80.00/M with data I am paying for but am not able to use?

After having a ton of trouble setting up my account because the customer service chat is so slow, I decided to cancel the plan. The phone hadn't been used because they didn't send me a sim. The phone was still in the box and the screen protection sticker hadn't been removed. I only took it out, checked to make sure they haden't already put in the sim, and put it back.

We made very sure when asking about cancelling that we wouldn't be billed anything, and returned the phone well within the 15 days.

Someone from the Office of the President contacted me by email on July 14th, right after canceling, and I answered him, and never heard from him again.

Today, I got a bill for over 154 dollars... about two months of charges for a phone I never turned on, let alone made a call from. Canadian telcos are all awful but this was still a bit of a surprise.

I was going to update my phone plan to $50 6G, but I happened to know my coworker has this plan already but with a 25% off promotion after he talked to the fido customer service.

I called to ask the same deal since I am pretty sure me and my coworker are almost the identical situation, only has phone plan no internet plan, has our own phone, with fido with almost 2 years.

Unfortunately, I was told by the customer service that, it is normal that different customer has different price even it is a same plan. I asked him what make the difference, and was told no sure.

Just want to bring up the attention, the price for the plan seems like it is meaningless, if you know how to play hard ball, you get better discount, otherwise, be foolish.

My Account number is [protected]

I reached out to Fido a month ago to see if they had a good promotion they could give me or a special offer to match other phone companies for data because I use a lot of data for work after speaking for a good amount of time I got through to a supervisor who agreed to give me a rate of $65 a month for 8 GB of data. I thought this was a good deal because it was only $5 more than what I was paying and so I took it ... 1 month later the bill came in for $85 + $50 in data charges which I was not warned about previously. When I called Fido multiple times and spoke to multiple supervisors they told me that this offered didn't exist even though I told them that the supervisor is the one who gave me this deal and they lied to me about different things such as the cause don't get recorded when I know that they have access to recordings and they were very rude and Arrogant with me acting as if they cannot do anything or as if I was lying to them I would never take a deal for 3 gb of data and pay $20 more than what I was paying. Fido has disrespected me as a customer we have been with them for years... my phone bill is now 170$ its absurd. I am fed up with Fido I have had enough of their lies and false promises... they want me to keep my end of the deal and pay them when they can't keep their promises to me... they are disloyal and very dishonest.

THE ISSUE: iPhone 8 WITH A CRACKED SCREEN, COVERED BY FIDO PREMIUM DEVICE PROTECTION, NEEDS TO HAVE THE SCREEN REPLACED

There have been 48 email exchanges, 8 phone calls and over 12 hours spent waiting, or in chat with FIDO and Brightstar. I have ben in contact with the office of the president and also filed a complaint with the CCTS and the Better Business Bureau

~Start Date with FIDO: January 1st, 2004 - Loyal Customer for 15 years
~Have purchased FIDO Premium Device Protection (FPDP) for all of my new pĥones
since 2015
~Current Contract: 2 Years - May 22, 2018, to May 22, 2020
~I have used the FPDP over the past 5 years to replace screens and phones and a
credit card has never been MANDATORY to use the device protection
~Approved Request to Brightstar for device repair April 4th, 2019 (good for 60 days)
Expired June 4th, 2019
~I have not been able to use my phone for 29 days now - which I am still paying for as well as the insurance
~I need the data and information on my device which includes precious family
memorial pictures, contacts, and a source of dual authentication
~Brightstar management and their legal advisors suggested that I contact FIDO to
resolve this and to ask FIDO for a refund

FIDO switched 3rd party providers from Asurion to Brightstar on February 27th, 2018

When the FiDO representatives sell you Device Protection for your new device, it is always referred to as the FIDO Device Protection, they never discuss the third party with you, or tell you the significance. So FIDO sold me Premium Device Protection on behalf of Brightstar and failed to tell me about the MANDATORY CC requirement. Had I known this, not only would I not have bought the insurance, I would not have purchased a new phone or a 2-year contract from FIDO

I am charged $13 a month for my FPDP provided by Brightstar. There are 7 different options that I am given for how I can pay Brightstar for my monthly premiums:
1- Pre-authorized payment
2- My Account application on my FIDO phone
3- On Fido.ca
4- Using a credit card via FIDO's Interactive Voice Response System
5- At a Fido store or kiosk: DEBIT, CREDIT CARD, CASH OR CHEQUE
6- At any financial institution
7- By mail MONEY ORDER or CHEQUE

When I need to get my device fixed by Brightstar, to book an appointment I must pre-pay for the appointment and the repair service:

***BY CREDIT CARD ONLY***

Had FIDO been upfront with me, I would not be in this situation that I am in now.

This is what Greg Yorke wrote as FIDO's response to the CCTS complaint:

Fido Account Review:
- Account research demonstrates that Mr. Taylor was offered a 12-month adjustment of the device protection for the inconvenience $132.00 plus tax which he had declined.
- Account research demonstrates that Mr. Taylor was approved for the repair but declined as he was unable to provide a credit card for the prepayment.

I have an unusable iPhone 8 with a cracked screen and FPDP, and a customer service rep presented what they thought was a fair resolution to my problem. It was not "offered" They wanted me to take a REFUND for the 12 months that I had already paid to protect my device $132.00 plus tax. It is infuriating and insulting to read the spin that they have put on this, and to add salt to my wounds they throw in "for the inconvenience". So after (what FIDO refers to as fair), this "offer" leaves the customer with a broken and unusable phone that should have been covered by insurance and wasn't. YES, I declined!

In the second point, FIDO is putting their spin on things and outright lying. The account research demonstrates that Mr. Taylor was approved for the device repair, and was unable to have the phone fixed do to the MANDATORY credit card requirement, which is not stipulated in the Terms and Conditions, and at no point was he made aware of. In no way shape or form did I ever decline the repair!

So with all of the wisdom from the case manager for the office to the president - these were Greg Yorke's FIDO recommended solutions:

Fido Recommended Resolution: Contact had been established with Mr. Taylor by Fido Office of the President to reach an acceptable outcome. In an effort to provide resolution and due to customer concerns Fido offered to apply a one-time goodwill adjustment equal to 18 months of the device protection a credit total of $200.00 plus tax. Or Fido offered to provide a hardware upgrade to an iPhone 8 64GB device on a two-year term with a goodwill credit to the previous device subsidy $155.83 plus tax, as well as a goodwill adjustment of the upfront, cost $150.00 for the phone and $35.00 for the activation fee a credit total of $340.83 plus tax. Mr. Taylor had declined both of these offers and as a result, Fido considers the matter unresolved.

Greg places emphasis on providing "resolution" and due to "customer concerns" which when paraphrased is... The Art of Solving the Customers Concerns.

Offer #1: One Time Goodwill adjustment - 18 months of the device protection $200.00 plus tax. What Greg fails to mention here in this friendly, kind and benevolent gesture to solve my concerns, is that 12 of the 18 months "one-time goodwill" would be a refund for what I have paid for the FPDP and that I can not use. So to summarize what the Office of the President deems as fair and resolving the customer concerns would be 6 months of the FPDP $66.00 plus tax and the customer would still have a broken unusable iPhone 8, and no further device protection as it would be canceled. YES I DECLINED

Offer #2: a hardware upgrade to an iPhone 8 64GB on a two-year term with a goodwill credit to the previous device subsidy $155.83 plus tax, as well as a goodwill adjustment of the upfront, cost $150.00 for the phone and $35.00 for the activation fee a credit total of $340.83 plus tax. So FIDO creates a situation where I do not have a working phone and rather than fixing it they try to sell me a new phone (which I don't need) and call it goodwill credit for not continuing to ask me to pay for it? This friendly, kind, and benevolent offer deemed as "fair" by the Office of the President include forcing me to extend my business relationship with FIDO for 2 years ($1560.00 plus tax) and approximately $700 to pay over the two years for the new phone that I don't need. YES, I DECLINED!

FIDO has not genuinely done anything to demonstrate that they truly care about my situation and furthermore there has been nothing offered that comes close to resolving the problem.

Up to this point I've been an avid fan of Fido. I am absolutely livid at how poorly my account has been handled.

I called customer care this evening to set up an appointment for a technician to come to the new house to which we'll be moving next week. I had called them a week earlier to ask about continuing with my internet account when we move, and the representative advised me that this can be done but that I'll need to have a technician come out and set it up. He asked me to follow up with another call in about 1 week, and so I did exactly that this evening. The appointment was set and all seemed to be well.

Our internet stopped working minutes after the call. I checked local outages - nothing in our area. Reset the modem twice - no blue "@" light but everything else was as fine. I thought this to be strange and decided to reach out via Live Chat (which had previously helped me resolve a billing issue successfully). The first customer service rep I spoke to took one hour of delayed messages to tell me that the move request I put in (which should only have been effective as of June 22nd; today is June 11 for reference. This message will be posted on June 12th because this futile process has taken so bloody long) caused my account to be suspended. This was a consequence which the website and two customer service reps said nothing about. To make things even better, though, this would take 4-5 days to correct after the move request was cancelled. That's 4-5 days at the busiest time for myself, my wife and our twin 16-month-old daughters as we prepare to move to a new city and when I also work from home (each work day is worth about $410). I was then transferred to technical support because the customer service rep said they could help get my internet back up and running. Tech support was entirely unhelpful and said since my account was still suspended, they couldn't do anything. I asked for a manager but was sent BACK to customer service instead. This new representative tells me that he cancelled my move request and that my service might take a couple of hours to return. When I pressed him to clarify - and decide between a couple of hours like he said, or 4-5 days as I'd been previously told - he avoided an answer initially but eventually said 4-5 days. I asked him why he had told me otherwise and he did not answer that question either. He laughably offered 2GB extra on our phone plans for the trouble, and the first customer service rep had offered a $15 credit. What a joke. We have enough data. What I need is for this mistake - an account suspended without any prior notice given to the account holder by either of TWO representatives on TWO separate occasions, which severely impedes my ability to work at a very busy time prior to moving - to be rectified quickly.

I had a high opinion of Fido prior to this but this experience and 2+ hours of my time has been utterly laughable. I fully intend to take my business for internet and phone services elsewhere unless management can make this right.

My Name is Romulo Andrade Lima, my Home Internet Account number by FIDO is # [protected], it was installed on February 14, 2019.
I'm writing this complaint because I just don't have any more patience to chat or call FIDO customer service. Since I've decided to install internet service with FIDO, my nightmares have begun. I have had lots of problems like freeze or drop internet service. And all the time when I've to talk with someone he or she make me feel silly because the chat is always the same, they asked me to unplug or reset the modem. I had already more than once technicians at my house trying to solve the problem and telling me they have fixed the problem. I also had the modem replaced and some wire as well (at least they told me that). Sometimes, I got a week without issue, but after that, they come back. I've paid on time my bill, and I choose FIDO because I have received in my cellphone for a long time offer telling besides the reasonable price FIDO has the better quality...?
I've decided to give FIDO one more chance to provide me what was promised before I got the service, a useful internet without freezes or drops. Please, take me seriously otherwise FIDO is going to lose a client and my recommendations too.

Sincerely,
Romulo

To whom it may concern,
I recently left Fido as my cell phone provider because of the horrific experience I had. My phone bill was never correct and I was told that I was actually getting double charged for my data plan as the gentleman whom made an adjustment to my account didn't cancel the data plan I was currently on. The way I was treated upon trying to get the problem resolved (as the double charges accumulated to over $800) is absolutely disgraceful- and ended up making me cancel my plan with Fido because the customer service is so poor and the way the gentleman treated me on the phone was completely uncalled for. I had paid for all of the "double charges" with the exception of $220 in which I said was to be paid by your company as you were the ones who "forgot" to cancel my previous data plan (which the manager apologized for and said it should have been cancelled). Now, I find out that Fido sent the $220 to a collections agency. So not only did you guys make a mistake that cost me an extra $600, but you let your staff treat your costumers horribly and can't even be accountable for the mistakes you've made. I am reaching out to the CCTS and filing a forma complaint with them, as well as contacting the ombudsman. I was a customer with Fido for 10 years and I am flabbergasted by the damage and hardship your company has caused.

To whom it may concern:

I have received a text message and notification on my Fido bill that my additional line savings of 10 percent will be cancelled.

I have just spent over an hour speaking to your reps on the phone who explained that Fido has made the decision to change their additional discount lines as of October 2018 for a 24 month period only.

When I purchased the month to month plans with Fido in June 2017, the agreement I had with Fido was 10 percent off for the additional lines for as long as I had the primary line and plan.

Now, Fido is changing the rules of our agreement, and as the loyal customer, I am being penalized for it. I would kindly request that my additional savings be placed back on my lines.

I am hoping that Fido will continue to respect the terms of our agreement and honour the additional line discounts on my account. Can you provide assistance in this matter?

Sincerely,
Tina (Antonina) Cascone
[protected]

Horrible horrible experience with fido store representatives and fido customer phone service! Poor communication and misleading information in store with representatives as I was trying to upgrade my phone. Also, I have a monthly plan worth $90/95 that should have 5 Gb as their special offer that I've been paying for almost 2 yrs. I recently found out that I was only receiving 3 Gb to begin with..! No wonder I was always getting extra charges! Customer service didn't even do or offer me anything to correct this mistake..! Such a ripoff..! Definitely saying goodbye to fido after my current contract..! Fido you'll be Dead to me..! FYI I've been a customer for 8/9 yrs.! Well, adieu..!

Hello this is shivang monga i am from brampton(canada) and i have been living from the last 2 years.If you know me i was a diamond customer with your company (fido) and i really like the services of your company but bcoz of my new phone plan i just tied up with another company but i would like to come again with fido once i will be free from my phone plan.I just want to make your attention that there is a sim issued by your company fido ([protected]) by the name of of abhi jain and his home address is (9 utopia way brampton)and in that sim there is my reference as he is on visitor visa so thats why he was not able to get the sim without reference.But now he lost the sim and i guess he has issued the new sim card with another company.So kindly remove my reference from that contact number as i will not b responsible for any crime happens through that number ( fraud) and kindly collect all your payments from him only bcoz he is having return flight on 23th may and if you want you can inform the immigration for your safety purpose.
Thanks
Shivang

i have a cell phone plan and a tablet plan through Fido i reported my tablet stolen awhile ago and am still being charged for the tablet and the data that was used from the tablet that i had nothing to do with and they have since cut off my cellphone and are refusing to remove the charges from the tablet and turn my phone back on i dont want to be paying for any of the data that was used from that tablet or the tablet it was stolen my account number is [protected] if a desirable resolution cannot be found i am requesting that my account be terminated i will not be paying for any of it i have had nothing but problems with fido as a whole and ever single month it is nothing but a fight with them just to have a cell phone

Bogus collection over an item returned by hand without time to actually try it out and no obligation try and return has become a constant strain for nearly with a year now with increased bogus bill for item I do not have even after they kept trying for foist in on me with UPS delivery (in an amazon world?) and then doubles it with collections harassment contact which when confronted they cut in half in attempt to fleece me out of faux settlement and then ramped up again... this is a con.

this is as if they are having phones targeted so people have to pay them to replace stolen phones, but in this instance they had a no pressure (yeah, sure!) no risk trial that was returned in store and they tried to sent a bill and force you to keep the phone saying you broke it? Please.

You have me on record (as do I!) asking to extend the trial as I said I didn't have time to try it...to which they said no, so I handed (not mailed) it in. weeks go buy and they try to deliver a phone with bill saying its mine? No way. Nice try. How many times does this happen I wonder? Considering they still wont leave me alone and I refused delivery the forth time (yes! I kept sending it back. It's not mine. It's always been theirs and I never accepted it).

So how do I go about getting compensation for this harassment and stress and health problems this has directly contributed to? The amount they tried to bill me? Double? Triple? It's a big company, and considering they may do this and get away with it with others who they may bully into doubting themselves, they can surely afford it...

Account [protected]
This was cancelled effective in november 1 2018? Check the phone use? This was because I was leaving the country for 6 months for health reasons, why try and scam me for phone use when I have not used this phone? And contacted you previously? I repeat this again november 2018?. Don't be so lazy and chk your accounts for my usage.
The previous reasons being, I did not wish to pay for any vacation time you tried to bill me for?
Fido personal already received notice on this matter previously 6 months ago for that reason.
Why are you trying to scam me for past due monies? When this is a lie on your part to defraud me of monies and unacceptable billing from your company to me for something I did not use?
The next issue is, fido tries to bill me for more use again $37.16 to be paid by may 16th why? This is pure laziness on your billing staff personal department this account has not been active for over 6 months now?
Fido is not looking after your former good customers wellbeing, instead your lazy staff, that are suppose to be doing their jobs and promoting good interaction with customers try and scape any work related issues!
I donot use your service nor have I used your services since the above dates your trying to bill me for.
If you wish me as a customer in future, then email me and address the above issues.

I would like to renew service but I am not willing to pay you for a service I never used, again I am on a fixed income and watch my monies very carefully.
I find it un ethical to say the least. Billing me for your services I never used on a whim.
I am very dissatisfied with your actions / service, I hope this can be resolved, if you persist in trying me more billing. I will take this to the next level I deem necessary to resolve. Please resolve this and thankyou for whom ever is reading my message.
A very unhappy former senior citizen customer.
Richard rosky

I just switched from Bell to Fido because I was promised better services and offered a promo over the phone.
I received a phone I didn't want and an exchange was made.
I asked how I was going to return the phone and was told I will be sent a return slip.
I didn't receive the slip or the email. I wasn't even told that we had 45 days to return the phone or I will the charged.
I contacted Fido to make a complaint, that I didn't receive anything, not even a reminder or an email.
I wasn't informed about the 45 days policy. The supervisor who handled the call was quite unaccommodating. I feel like it was a deliberate attempt to make me pay for a phone that will never be used.
I completely regret switching, because Fido is trying to make me pay for something that was a mistake on their part.
This is unethical and a complete rip off.

I just changed my prepaid service provider from Fido.
I had around $18 dollars in my account when I transferred to another provider.
Fido tells me they cannot credit my charge card because that is the way it is. I guess the small print must have said that somewhere.
So the agent I talked to could see that there was $18 on their computer system plus they had my credit card number but could not credit it. Why? Because we can't.
So Fido charged my card to get the $18 but could not credit it back.
Also prepaid customers have a lower value to Fido than monthly plan customers.
As I was explaining to the agent how I felt and was about to ask if this call was being recorded(hoping it was) I went to dial tone. Great service!

I have just ended a TERRIBLE episode of LOUSY customer service, trying to rectify a fido rip-off.
2 days for over a half hour each time. To correct a mistake fido made! over billing me for the last 5 months!
I spent over an hour during the last 2 days to be told I would get a measly 30$ credit rather than the 60$ refund I should get! ...NOT counting my wasted time !
While I wasted all this time on hold ... for nothing! I took the opportunity to do some research. It seems that here are legions of other unsatisfied customers out there with similar complaints. It looks like the reviews are a bit over 90% BAD.

I cancelled a useless service that they practically forced on my. They didnt cancel it properly, after sending me a CONFIRMATION IT WAS CANCELLED!
Now they refuse to correct their mistake, so I end up paying for it!
Great business model fido!... just Rip off your clients!

i took new FIDO Postpaid connection (A/c: [protected]) in mid Nov as soon as i came to Canada, in my Dec bill i was shocked to see a $493 bill, majority of billing was done for my incoming calls. when i took connection i was told that i have 500 minute week day calling, and never told that this 500min includes INCOMING as well.
i reached out to the store where i took connection from and called customer care as well but no one is helping.
this is cheating customers, at first place FIDO representatives didn't tell the trick behind their $50 plan and secondly no one is entertaining to help you out that too when it's not your fault.
Other part i didn't understand is which operator changes for incoming calls when you have $55 unlimited plan. i really didn't understand who designs such plans in this competitive world.

this is really disappointing for me as well as for someone who is new to the country and lands in such issues, not sure even putting my complain here will be of any help, but just hoping i'll get someone to look into my case and wave off the unwanted charges.

Mr. Fadel Chbihna

General Manager &

Senior Vice President-Customer Care

Fido Canada

Account Number: [protected]

Dear Mr. Chbihna,

I am Tareq and I am one of your postpaid subscribers. I got myself, my wife and my daughter internet plans last September 2018. You can browse on my transaction details through our mobile numbers (account# [protected]) . We selected the plans that has more mobile data as we specifically needed the internet (when wifi access is not available) than any other perks of any packages. As we were registering the 3 plans, we opted to get 2 plans that has 6GB mobile data at 62CAD per month for each and 1 plan that has 8GB mobile data at 82CAD per month. All has some free calls included. As we understand and initially experienced with the plans, it automatically get cut off when we reach our limit or when it is above 50CAD in excess to what is included in our package. We find this system acceptable and justifiable because at least we are able to control our usage. One instance, my wife is over the limit after 20days and it got cut which we find reasonable.

I travelled out of the country for about 40 days and while I was away I switched to a different sim card. During my travel I have lost my Fido sim card. Upon my return to Canada, I visited one of your stores and declared the sim card lost thus I was issued with a replacement sim card. After a day, I was surprised to receive SMS that I have exceeded my mobile data limit. How come I would be exceeding the limit when I was out of the country for 40 days and I even lost my sim card then? I went again to one of your stores and I was advised to download an application. While we were doing it, the application seemed to be not working and the person who assisted me told me that it must be a technical problem. I assumed that the system is incorrect. A month later, I received again SMS for an over data usage. I was really upset and confused as I was expecting that there is that system that will automatically cut my line when I am above 50CAD. Being aware of that system, we relied on that. I called your call center to clarify the matter and I was shocked on how the agent spoke to me. To quote the agent "we thought you know, we assumed it is ok". He was referring to just allowing the data usage to go over the limit without a prompt to the user. I never requested nor called for an extension over our limits (above 50CAD). I felt really disappointed on how my case was handled and I honestly told the agent that I thought of the SMS to be not reliable after what happened when I came back from my 40 days overseas travel. After my first incident, I was not properly assisted and no explanation nor interventions were done to address my concerns aside from the advise to download the app which didn't work at all.

To add more oil to the fire, I was shocked to have received a 2 months bill (Sept to Nov 2018) of 2, 000CAD solely on the internet/mobile data usage. For the record, my family might be using the mobile data when we are out of our home but my wife and daughter were usually at home where wifi access is available. We were also aware of the system when our line gets cut when we are over the allowable limit. As mentioned, I never allowed or requested to make an extension of our allowed limit. This is a clear manifestation of system failure from downloading the app up to the limitation of data usage. If you are in my shoes, would it be easy for you to pay for 2, 000CAD which is way over our expected bill? This situation is really upsetting for us and we are being overcharged even though we are not at fault. I am sure that our usage will not even reach 1, 000CAD. Also to consider that I travelled out of the country for 40days without my sim card.

This is really unfair on our part thus we decided to send you this complaint after exerting all efforts we can do. We were even not attended well and was just replied with a sarcastic statement which was not at all helpful in any aspects. I trust that you will make your own investigation on this matter and you will do whatever you deem rightful to do. I will highly appreciate your kind assistance and looking forward to your response.

Thanks and best regards,