Fido CSR...

[Steven91]

I just called Fido and was inquiring about an invoice on behalf of my dad as he can't speak much English.

So I recently changed plans from the $15 plan to the $25 plan. Got my invoice and noticed I was charged the $25 plan when it hasn't even started yet.

The only thing I asked was why I was charged $25 plan instead of $15 plan to the invoice and he told me he wasn't allowed to help me as I'm not the account holder. The reason he gave: "Since you are not the account holder I can't give financial information to you. Its like a bank, I can't let you access their bank account. Good-bye" then he hung up.

The reason he gave me was complete BS. He didn't even double think what he was saying compared to the question which was asked. I was asking why I was charged a $25 plan instead of a $15 plan. In terms of financial information its pretty obvious I already have all the financial info. in-front of me...

I eventually figured out that they did the plan on prepaid so I pay before the plan actually starts. But still it could have saved me a lot of grief and time if they just answered my question from the start. The CSR in their billing and plan division are one of the worst I've ever dealt with and in a few months definately leaving Fido.

[iamnotamerican.com]

I just called Fido and was inquiring about an invoice on behalf of my dad as he can't speak much English.

...The only thing I asked was why I was charged $25 plan instead of $15 plan to the invoice and he told me he wasn't allowed to help me as I'm not the account holder. The reason he gave: "Since you are not the account holder I can't give financial information to you. Its like a bank, I can't let you access their bank account. Good-bye" then he hung up.

The reason he gave me was complete BS.

Actually, the CSR was correct. You are not authorised to discuss the account and therefore due to federal privacy laws, there is very little they can discuss with you. The best solution would be for your father to contact Fido and have them add you on the account as an authorised person. They may require something in writing to do it, but it can be done.

[fable]

umm lie and say your ur dad?

[flexwong]

I just called Fido and was inquiring about an invoice on behalf of my dad as he can't speak much English.

So I recently changed plans from the $15 plan to the $25 plan. Got my invoice and noticed I was charged the $25 plan when it hasn't even started yet.

The only thing I asked was why I was charged $25 plan instead of $15 plan to the invoice and he told me he wasn't allowed to help me as I'm not the account holder. The reason he gave: "Since you are not the account holder I can't give financial information to you. Its like a bank, I can't let you access their bank account. Good-bye" then he hung up.

The reason he gave me was complete BS. He didn't even double think what he was saying compared to the question which was asked. I was asking why I was charged a $25 plan instead of a $15 plan. In terms of financial information its pretty obvious I already have all the financial info. in-front of me...

I eventually figured out that they did the plan on prepaid so I pay before the plan actually starts. But still it could have saved me a lot of grief and time if they just answered my question from the start. The CSR in their billing and plan division are one of the worst I've ever dealt with and in a few months definately leaving Fido.

3 things you can do:

1. tell your dad to give you permission to negotiate on your behalf. the CSR will speak with your dad for a few seconds, ask him his birthday probably and that's it.
2. tell your dad to add you as an authorized user on the account. that gives you flexibility to speak with them first hand. but if your dad's english is limited, that could be harder.
3. lie and just say you're your dad. they usually check bday to confirm so just know ur dad's bday and ur fine. i've done that with bell before.

[Hunter316]

From the way the conversation is written it does not sound like the CSR was rude and the information they gave was correct under Canadian Law. The best option would be to be put on the account along with your dad. That way you have a right to the information and you are not causing an unknowing CSR to potentially break the law and get themselves into trouble.

[Winkle]

OP, the CSR was correct in this case. They are only allowed to discuss the account information with the account holder, of which you are not. It doesn't matter if you're just asking about the payment of the plans that your father has signed up, he can't answer your question unless he opens up your father's account information which he can't do unless he's speaking to your father.

I know it seems silly and frustrating but that's the way it works, for both security and privacy reasons.

[aggronieszka]

To chime in, that CSR was totally right.

With Fido specifically, my sister opened up an account for me, I had her call immediately and have me put as an admin on the account so that I can make changes. The only thing an admin on the account cannot do is close the account. They now never ask for her information when I call.

[happen.stance]

The CSR may have been correct in following policy but perhaps the way in which the message was delivered was rude? Personally I wouldn't appreciate being hung up on either without further clarification on possible options.