Fido review: Employees in retention department giving wrong commitments in regards to my phone plan

I reached to retention department of Fido on October 6,2023 around 7.00 PM informing them there are some changes happened in my plan while I was using the Fido app and I requested her if she can put me back into my old plan with all the discounts I had on my previous plan for which she put me on hold and then promised me that she have raised a request to there technical department and they will put me back to same old plan with all the same discount which was there and specifically I emphasized I want the same plan as I had before she said yes sir and gave me the request no # C192429551.

Now I called on October 11,2023 again to your retention department and call was attempted at 10.20 AM and it was for 40 minutes in which agent just kept me on hold for at least 30 minutes which was disgusting because she was telling me her system froze . I just called to confirm as the previous agent told me that technical team will do the needful so I wanted to be sure that everything is in fine or not. This agent who kept me on hold was not at all helpful so I asked her please transfer my call to your supervisor she said sure but for that my system needs to work first as it is froze I said ok transfer me once it starts she again put me on hold and then she just told me at the end of the day today all your discounts will be applied as she confirmed with the backend team.

However I gain called to confirm is my plan is back to the one I had before so on October 15,2023 at 14.20 PM agent name Harsh r kaur answered my call which was for 1 hour exactly in this call also agent kept me on hold for 50 minutes in total. she didn't even understood my problem properly and at the last when I ask her to transfer my call to manager she said she have raised a request for call back and manager will call back in 48 hours again she lied i have not received any call back. I got the interaction no. from her which was I2111289087.

FIDO seriously I'm disappointed with the service your agents are providing. I do understand they work from home and they like to put customer on hold and doing nothing enjoying there time at home doing timepass with customer but we on the other side paying money to you and expect the service. your agent cannot put us on hold like this and doing nothing. I have experienced the worst service from FIDO.

I hope someone is listening and will respond to my issue.