Prepaid service by credit card originally registered to Fido account about 3 years ago.
Card expired. New transactions rejected, of course.
New card issued with updated expiry date. Same card number and account.
Same big card company issued through Canadian chartered bank. No changes from card end.
Couldn't update card information on-line.
Have made multiple attmepts to update via telephone assistant who is very patient but has not been able to resolve the condition.
We have made a couple attempts to revise the Fido Account information since the card is issued to myself against my business bank account (e.g. First+last name, first+middle+last name, company name). The invoice address has never been altered and matches the information displayed under MyAccount online. Perhaps there is some obscure variance like the space in the Postal Code that the Fido system is not parsing identically to the card account.
The script that she reads informs me that I may need to adjust my expectations.
I note that, after the current iteration, the credit card is still not registered on-line.
Card is in current use, including recent online purchases using identical information avaiable to Fido. Card issuing company reports NO issues with the account.
This became an issue about 6 months ago. I call about once a month. The customer service rep was kind enough to credit my account with CDN$20.00 for my time as a goodwill gesture.
I have offered to send Fido a PDF of a credit card statement, with all irrelevent personal information redacted, to ensure that they have the correct account information for coordination with the credit card but, Fido is not interested.
I note that others have reported similar issues in these forums over several years. It appears that, either by policy or by process, this has not been resolved to the benefit of prepaid credit card customers. Feels like bait and switch.
Does Fido have an internal consumer Ombudsman, that is not the front-line call centre representative? Is there a Canadian (government mandated?) Ombudsman that accepts feedback related to a licensed service providers? Perhaps this is a CRTC kind of thing. Perhaps Fido can provide these anwers so that I don't spend more time looking.
Can Fido can fix this for me? It may take response at a higher level than the call-centre.
***edited to add Labels***