I recently left Fido after my monthly bill unexpectedly increased by $5. I contacted customer service to ask why, but the experience was extremely frustrating. I kept getting scripted responses like “I understand” without actually getting a clear explanation or resolution.

So I switched providers.

Two days later, Rogers/Fido Win-Back called me.

An agent named Kathleen offered me $35 for 60GB, and because I actually liked Fido's service before all this, I decided to give them another chance.

That turned into an even bigger headache.

Here's what happened:

Kathleen never clearly told me that the $35 price depended on having an eligible automatic payment method.

I accepted the offer and then received a $46.99 bill almost immediately.

The kicker? I hadn't even activated or set up my SIM card yet.

I called customer service and spoke with Jaspreet. I explained that I had been offered $35 but received a $46.99 bill.

She told me the $5 discount would only show up on my next billing cycle.

When I asked why, she giggled and told me that I had “answered my own question.”

Honestly, what exactly was funny about that?

I'm calling because I'm confused about why I'm being charged $46.99 after being offered $35. I'm not calling to waste anyone's time. I expect a customer service representative to take a billing concern seriously.

I waited another two days and called again.

This time I spoke with Charles, who explained that my original payment method wasn't eligible for the $5 discount. Apparently, I needed either a Rogers MasterCard or an eligible debit card.

Okay. Fine.

I immediately changed my payment method to a debit card so I could qualify for the $5 discount.

But then I was told:

The $5 won't be applied until my NEXT billing cycle.

So now I'm trying to understand:

• Why was I offered $35/60GB without clearly being told about the automatic-payment requirement?
• Why was I billed $46.99 before I even activated my SIM?
• Why can't the $5 discount be applied immediately after I changed to an eligible payment method?
• Why am I being charged for a full billing period when I joined after leaving and won't be using a full month of service?
• Why did I have to call multiple times just to figure out what the actual price of my plan is?
• Why are different representatives giving me different explanations?
• And why did a customer service representative laugh when I was trying to understand my bill?

What makes this especially frustrating is that I had already left Fido.

Fido's Win-Back team specifically contacted me and convinced me to come back. I trusted the offer and gave Fido another chance.

Instead, within days, I'm already dealing with a billing discrepancy and multiple customer-service calls.

I'm not upset over just $5.

The issue is transparency.

If the actual price is $35 only when certain conditions are met, those conditions should be clearly explained before the customer accepts the offer - not after the first bill arrives.

I've submitted a formal complaint to Fido and I'm asking them to review the Win-Back call, correct the billing, and explain exactly what I agreed to.

Has anyone else experienced this with Fido's Win-Back program?

Especially interested in hearing from anyone who was offered a specific monthly price but received a higher first bill because of an automatic-payment condition that wasn't clearly explained during the Win-Back call.

Did Fido eventually honour the original offer or issue a credit?