Hello my name is Gustavo Macias. On Feb. 25, 2021 I called Fido to ask about a phone upgrade since my phone's screen had broken due to a fall. My broken phone was the Galaxy S9 Plus. The rep on the line recommended the Samsung Galaxy S20 FE, at a price of $20/month for 24 months, with a discount of $5/month for the duration of the 24 months. I told her that I'd consider it since money was an issue and also because I was going to a phone repair shop to get a quote. I asked the rep to repeat and confirm this deal just so I knew I had heard correctly. She also recommended that I go to a Fido store in order to obtain the phone the same day as opposed to waiting for it in the mail if I opted to purchase it. She said that the total phone price would be $360 at the discounted price. That same day I visited a repair shop and the price for total repairs would have come out to around the same. At this price I was better off upgrading to the newer phone. So, on Feb. 27, I visited a Fido store on King St (downtown Toronto) and decided to purchase the S20 FE. The store rep said that she personally could not apply the $5 credit as she was not the one who had offered it and suggested I call Fido and that they would fulfill their commitment. At the store, I was also charged a one time activation fee of $45.42 which she also said Fido would credit me once I contacted them. Just to confirm, the rep said that both fees would be waived as long as I chatted with Fido. I had full confidence in this since I have resolved all my issues with Fido very amicably and in a timely fashion. I called Fido today (March 17, 2021) with hopes of being credited both fees. It should be known that I was not given a reference number when I chatted with the rep over the phone on Feb. 25 and the conversation was not recorded on Fido's end, nor were any notes added to my account regarding the phone deal I was offered. The rep today did not honour the $5/month credit, stating that it was a mistake on behalf of the original rep. He said that the plan was $25/month with a discount of $5/month which would come to $20/month (which I am currently paying). Again, I asked the rep on Feb. 25 to repeat and confirm that my monthly bill would be $15/month on top of my monthly plan. Now, as for the activation fee of $45.42 - he also did not want to honour that credit stating that Fido does not respond for promises or commitments offered by in-store reps. I also do not have record of the promise made by the in-store rep as I had complete faith in her and trusted her word. I really wish I had asked for a record of the conversation on Feb. 25 and something in writing from the in-store rep when I purchased the phone. I never thought this would happen as I've always had good dealings with Fido. Anyhow, thank you for taking the time to hear me out. I hope this gets resolved. - Gustavo Macias 7 King St. East Toronto ON M5C 3CS [protected] macias.ariel.[protected]@gmail.com