The matter was resolved when I spoke to a Fido rep at a local store. They explained that I can get a response to my question by phone if I choose the "new customer" option from the automated menu when I call their number. I was able to get a helpful response from a CSR once I got through. I did get a follow-up voice mail from a Fido CS supervisor about resolving this complaint filed through Pissedconsumer. I give them credit for responding but I don't think the issue should have escalated as it did to begin with. User's recommendation: Communication with Fido's customer service department for general inquiries is not straight forward in my opinion. I had to browse extensively online to find their customer service number. It seems that they are trying to avoid resolving customer issues. When I was able to finally call in, the automated attendant asked to select either existing or new customers, neither of which was relevant to me. All this could have been avoided by adding a 3rd option "or for all other general inquires, press 3".