Cell Phone Service
Fido Solutions Inc
P.O. Box 9100
Don Mills
Toronto, On M3C 3P9
CA
RE: Service and Bill Complaint
To Whom it may concern,
The following is a time-line and record of events that have completely angered me with the service I have received from FIDO.
Everyone makes mistakes and FIDO has made many with me in the past, however they usually deal with these mistakes in a professional and respectful manner. However at this time the manner in which I've been dealt with is far from satisfactory.
I will say without a doubt if this situation is not solved I will never pay another dollar into FIDO!!
July 31 (give or take a day)
Due to having to go on an extended business trip I called FIDO to see the best way to deal with my account since in the past when I traveled my bills at times exceeded $600. The girl told me that I wasn't able to suspend my account as I had done with Bell but that the cheapest would be for me to chance to the minimum plan costing around $20. The young lady did explain that by changing my plan I would loss my current (at that time) plan but we checked an noticed the current FIDO plans were better than my plan anyways.
SO IN CONCLUSION, I stated clearly that I wanted to change my plan to the minimal plan and also confirmed that I wanted my phone disabled so no calls could be made on it until I was back in Canada and could request it to be enabled again.
September-October
At some point during this period I was able to access the internet and my online banking so estimated what my FIDO will would be and made a payment or $60 which I believed would more that cover the 2 months or so fees.
*important to note that I do alot of business in Africa where internet is not readily available and also I use a MAC and have complained many times in the past that I can't see my bills online (hence didn't even bother to try online to see my account).
On Nov 7, 2009
I received an email stating I had a bill for $225 which I later figured out was actually around $185 extra. So obviously new there was some type of mistake.
On Nov 9, 2009
I called FIDO to complain and figure out the problem.
First I spoke with: Alex ID #?
-he explained that was basically my fault for not making sure the girl didn't make a mistake on my bill and saying that her notes verified most of what I said but that I didn't request to minimize my bill
-so I asked him if it makes logical sense to him that I call to minimize my bills expense when I'm away yet I choose to pay $80 per month for 5 months maybe more without once making a call or even turning my phone
-he basically replied that according to the notes that is what I wanted... therefor basically calling me a complete idiot
-lastly he said the best he could do for me is give me one or two months incoming calls which is a joke
-I stated why would I want incoming calls when phone is off and I'm out of the country, "I WANT THE MONEY THAT I WAS IMPROPERLY CHARGED BACK"
Then I asked to speak with Manager and got David ID # 2694
-David basically told me the exact same thing but he finally said well I'm not allowed to do this but I will not charge you for your last month.
-so I said FIDO makes a mistake for 4-5 months and overcharge me $180 and he want to save me $70.
-All I will say is none of these solutions is close to acceptable.
I want confirmation that this letter has gone to the decision maker in charge of such matters and I want to know how this will be solved.
Warmest regards,
Graham
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