Data rollover gone missing due to change of plan, is it a scam or a serious bug?

Meng J.

Anybody has the encountered the same issue as me?

 

I had the $37 8GBs data plan and by the end of the cycle, I had 4 GBs left. So I decided to degrade my plan to 4GBs cause I thought the rollover would work regardless of how I decide to change my plan according to the Fizz documents https://fizz.ca/en/faq/how-do-i-know-if-i-have-rollover

 

But today when I checked my account, I don't see any rollovers and my phone have started using the 4GB of new plan data already. And strangely, when I checked the daily usage, all my December history got erased, and the overview says "You're out of data" and just 17 hours ago, it was still 4.3GB left.

 

So where, on earth, is the rollover data I am entitled to have??? Anybody from the Fizz team could explain?

M T. #338

You're in users forum. To should contact Fizz via chat using this link https://fizz.ca/en/faq/resolving-issues

Kenny L. #23

My understanding as well is that you are allowed to decrease your data plan and still retain the rollover data...as long as you have a data plan. Best you get in touch with Fizz support. Let us know how this works out. I'm sure many of us will be in your shoes at one point and would like to know as well.

Anne H. #1344

Go to either Chat bubble, or use Contact us form in "my profile"

Allison W.

This does seem to be a bug that has been reported by a few other people. Good luck resolving it with Fizz customer service.

Emre Y.

I had the same problem, Fizz told me that you do not qualify for rollover data when you switch plans. I recommend that you file a complaint here: https://www.ccts-cprst.ca

Allison W.

@Emre What? Their own FAQs say the exact opposite of that. Bad enough for their programming to have a bug without their customer service refusing to fix it and abide by their claimed benefits!

Emre Y.

@Allison W. is that so? Looks like the Fizz representative was misleading me then... They really need to improve their employee training. Regardless I recommend you open a claim through the CCTS, they helped resolve the issues I was experiencing with Fizz.

Allison W.

Yes! Read number three in this link!
https://fizz.ca/en/faq/how-do-i-know-if-i-have-rollover

Emre Y.

@Allison W. Good to know thank you! Although I don't think I will be switching plans again as the introductory period is ending soon. It is disappointing that the Fizz employees are not properly trained on their own policies.

samisheikh

Not to Hijack the thread or to rant , but I really think they need to train their employees better and not to argue with their customers. It is also very similar with Videotron's customer service, they always argue and try to make it sound as the customer is dumb and doesn't know what they're talking about.

Meng J.

Thanks for all your help!

I’ve contacted the support, and indeed it seems like to be a bug... so they filed a ticket and this morning I got my rollover data back. :-) 

if anybody has the same issue; contact the support using the chat bubble! 

DinoS

Contact fizz by chat. They will adjust it.