Customers of this cellphone provider should be aware of a new transaction fee that the company is introducing.
Starting May 14, 2019, Fido will be implementing an “Account Handling Fee” of $10.00.
The fee will to be charged to customers when a customer service representative performs certain transactions on the customer’s behalf.
“Transactions performed over the phone, via live chat, or social media support may be affected,” Fido says.
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The following transactions would be affected by this new charge:
- Making a payment
- Updating your method of payment
- Updating your contact information (email, phone, address)
- Changing your billing language
- Resetting your voice messaging password
- Changing name display for call display
Since the charge is only applied when the transaction is performed by a customer service representative, customers won’t be charged if they make these transactions through Fido’s self-serve options, such as by using their Fido.ca account.
However, some Twitter users have expressed anger at this fee, raising the concern that it will primarily affect elderly customers who are unable to use the self-serve options.
I think the reason I'm so mad at @FidoSolutions is because the only people who will get screwed on this $10 is old people who don't know how to do things online.
— Manuela (@Acta_non_verba) March 26, 2019
“You could’ve explained to my mother 1000 times, she would never get it. It took over a year for me to teach her how to navigate a smart phone,” said Twitter user @annetteedmonds. “There is a fair chance that the elderly could be victims in this.”
Fido Solutions responded to the Twitter thread, saying that they’ll happily offer to show anyone how to use their self-serve options for free, and customers can continue to use the automated system through the phone.
“We want our customers to have the best possible experience with us and if there are specific reasons they aren’t able to use our self-serve options they can always contact us to talk about it,” a Fido representative said.
For more information on all of Fido’s administrative charges, click here.