Long distance hang up for Fido customer
Leah Amey has been a "City Fido" customer for six years, almost from the beginning.
"I stopped my home phone number, my cell phone that I had with a previous company. I switched everything to Fido. Over the years, I have even gotten a second line with them [and] increased some services," she said.
That's why a notice on her latest bill came as a big surprise. It said Fido is changing the boundaries of her plan Dec. 1 and that "may result in some of your calls to be rated as long distance calls."
Looking at the boundaries, Amey realized Abbotsford -- where she lives -- is outside the black bordered City Fido area. And when she called Fido she was told 90 per cent of her calls would now be long distance. Amey was stunned.
"Like if I added up what I've paid to Fido for two phones over the years, I can't believe they are doing this to their customers," she said.
So what rights do you have if your cell phone company wants to change your plan?
According to the brand new Canadian Wireless Telecommunications Association's Code of Conduct, when changing contract terms, companies must give you at least 30 days notice.
If the changes are unfavourable, you have the right to terminate the contract without additional fees or remain on an unchanged contract.
The only exceptions are changes required by law, or services and features that don't have a fixed term.
It's a commitment Howard Maker, the Commissioner for Complaints for Telecommunications Services, will see is honoured.
"What we have told the wireless providers is that when we investigate wireless complaints we will expect them to follow the minimum standards they have set for themselves and in cases where they haven't done that we will make findings in favour of the customer," Maker said.
CTV contacted Fido to ask what was going on. After our inquiry, Amey got a call from Fido's head office telling her there will be no changes to her plan. In fact, what they had told her earlier was "in error." And she's getting 24,000 additional free long distance minutes as a gesture of goodwill for causing her such distress.
Amey is happy with how it turned out.
"I've stayed with them and have been loyal to Fido for a long, long time," she said.
As for anyone who might be affected by the changes, Fido told us it's reviewing its customers' plans and is proactively contacting those likely to be significantly impacted by the changes and providing them with options.
With a report from CTV British Columbia's Chris Olsen.