Fido, Koodo, Virgin Plus Complaint Letter Template (Canada)

Having billing issues, unexpected charges, or service problems with Fido, Koodo, or Virgin Plus? These budget carriers are owned by Canada's major telecom companies (Rogers, Telus, and Bell respectively), but have their own customer service processes. This page provides complaint letter templates you can adapt to your situation with any of these carriers.

If your issue is not resolved after using this letter, you may be able to escalate your complaint to the Commission for Complaints for Telecom-television Services (CCTS), after first giving your carrier a chance to respond.

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About These Budget Carriers

Fido

Owned by Rogers Communications. Targets younger, urban customers with competitive pricing on wireless plans.

Koodo

Owned by Telus. Known for "Tab" device financing and straightforward pricing without contracts.

Virgin Plus

Owned by Bell Canada. Offers wireless and home internet with a focus on value and member benefits.

When to Use This Complaint Letter

  • Incorrect data, talk, or roaming charges on your Fido, Koodo, or Virgin Plus bill
  • Charges after you cancelled your service
  • Promotional pricing or credits not applied as promised
  • Disputes over Tab balances (Koodo) or device financing
  • Early cancellation fees that seem incorrect
  • Service outages where you were still billed in full
  • Unauthorized plan changes or add-on services
  • Virgin Plus home internet billing issues

For a broader overview of available templates, see the Dispute Letter Templates hub or the general Telecom Dispute Letter template.

Budget Carrier Complaint Letter Example

Adapt this template for Fido, Koodo, or Virgin Plus. Replace [Carrier Name] with your specific provider.

[Your Name]
[Your Address]
[City, Province, Postal Code]
[Email Address]
[Phone Number]

[Date]

[Carrier Name – Fido, Koodo, or Virgin Plus]
Customer Relations Department
[See addresses below]

Re: Billing Dispute – Account [Account/Phone Number]

Dear [Carrier Name] Customer Relations,

I am writing to formally dispute certain charges on my [Carrier Name] account [account number] for the billing period [billing period], issued on [bill date]. I am a customer in [province].

The following charges appear to be incorrect or inconsistent with my agreed-upon plan:

- Date: [date], Amount: $[amount], Description: [description from bill]
- Date: [date], Amount: $[amount], Description: [description from bill]

On [date], I contacted [Carrier Name] customer service by [phone/chat] to discuss these charges, but the issue remains unresolved. Based on the information provided when I signed up or changed my plan on [date], my understanding is that:

- [Brief explanation of why the charges are incorrect, unexpected, or unfair.]

In light of this, I request that you:

1. Review my account and billing history for the period in question; and
2. Reverse the disputed charges in the total amount of $[total disputed amount], or provide a clear written explanation of why they are valid.

Please confirm the outcome of your review in writing within 14 days. If we are unable to resolve this matter directly, I understand that I may refer the dispute to the Commission for Complaints for Telecom-television Services (CCTS).

I have attached copies of my bill and any relevant correspondence for your reference.

Thank you for your attention to this matter.

Sincerely,

[Your Name]

Mailing Addresses

Fido
c/o Rogers Communications
333 Bloor Street East
Toronto, ON M4W 1G9
Koodo
c/o TELUS Communications
510 West Georgia Street
Vancouver, BC V6B 0M3
Virgin Plus
c/o Bell Canada
1 Carrefour Alexander-Graham-Bell
Verdun, QC H3E 3B3

How to Escalate Your Complaint

Step 1: Contact Your Carrier Directly

Start by contacting Fido, Koodo, or Virgin Plus customer service through their website, app, or by phone. Document the date, time, and what was discussed. Keep reference numbers for all interactions.

Step 2: Send a Written Complaint

If phone support doesn't resolve your issue, send a formal written complaint using the template above. Written complaints create a paper trail and often receive more serious attention.

Step 3: Escalate to the Parent Company

If your budget carrier can't resolve the issue, you can try escalating to the parent company's executive office:

  • Fido: Rogers Office of the President
  • Koodo: Telus Executive Relations
  • Virgin Plus: Bell Executive Office

Step 4: File with CCTS

If your carrier hasn't resolved your complaint after you've gone through their internal process, you can file a complaint with the Commission for Complaints for Telecom-television Services (CCTS). CCTS handles complaints for all Canadian telecom providers, including Fido, Koodo, and Virgin Plus. Visit ccts-cprst.ca to file online.

Step 5: CRTC (for Systemic Issues)

The Canadian Radio-television and Telecommunications Commission (CRTC) regulates all Canadian telecom providers. While CRTC doesn't resolve individual disputes (that's CCTS), you can file a complaint about systemic issues or regulatory violations.

Your Rights with Budget Carriers

Even though Fido, Koodo, and Virgin Plus are "budget" brands, you have the same rights as customers of their parent companies. As a wireless customer, you're protected by the Wireless Code, which requires:

  • A Critical Information Summary of your contract terms
  • Notification before you exceed data caps
  • Clear billing with itemized charges
  • The ability to cancel after 2 years without penalty
  • Caps on data overage charges ($50/month for most plans)

This information is general in nature and does not constitute legal advice.

Common Issues with Budget Carriers

  • Tab/device financing confusion: Koodo Tab balances or device financing terms not clearly explained
  • Promotional pricing ending unexpectedly: Limited-time offers expiring without clear notice
  • Data overage charges: Unexpected charges for exceeding data limits
  • Autopay issues: Payment failures leading to service interruption or fees
  • Roaming charges: Unexpected international or US roaming fees
  • Plan changes: Rates increasing after promotional periods
  • Port-out difficulties: Problems transferring your number to another carrier
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Related Letter Templates

This tool provides general information and document templates, not legal advice. Fido, Koodo, and Virgin Plus are registered trademarks of their respective parent companies. DisputeLetter.ca is not affiliated with these carriers.