Wireless Providers Still Trying to Sneak In Fees (FIDO)
In December '18 my 2 year tablet plan came to an end with Fido, but they had a similar free tablet offer and 3GB for $15 a month so I called in to go for another 2 years and was offered the Huawei media pad 10 for $0. I had tried to do it online, but their website frequently does not work well.
The PDF's sent to me right after the phone conversation with the Fido agent stated $15/ month and under "One Time Fees" it simply said "test" - maybe a mistake by the agent? But either way no fees listed.
So I receive my first bill and its $68.xx and sure enough there's a $35 "hardware upgrade fee". I double check my emails and contract from fido and the fee is not listed anywhere in those docs. So I go on their chat service and the agents response to the above info is "I can understand but these are the valid charges."
I tell him I'm not going to pay a fee I didn't agree to and that isn't on any of the documents (+ it says nothing under one time fees). I also offer to send him the PDF"s. His response makes me aware of something awesome:
"Thank you for your patience Mike .I looked deeper into your account I apologize if the agent did not make you aware of $35 transaction fee. but this is an automatic fee applied to all activations and upgrades .I understand that you were not aware of itr. but this is a valid charge . there is nothing I can do .there is one more thing I come to know while I was looking into your account That tablet cost was $329 at no term and our back office team gave you a credit of $329 as well.that means you got the tablet for free at no term . If you still want me to send a request for a credit on the $35 transaction fee I can do that but only if you returning the tablet. in 15 days satisfaction period ."
So the phone agent accidentally put me down for no term, and I confirmed on my account page that after one month my device balance is $0.
So I responded: or I just pay the $60 bill and walk away with a $329 tablet because now it looks like the agent screwed that up? and cancel my plan?
Looks like I'm either getting a heavily discounted tablet or fido is going to have to bill me properly and own up to a mistake. I was happy for the first 2 years with them. It's amazing what the wireless providers get away with in Canada and their billing systems are still terrible and unclear. Shopping for a tablet or phone plan still sucks in Canada and the providers are able to get away with adding on fees that aren't agreed to when you first make contact with them. It's why I'd never agree to automatic billing with any phone company.