Why was my unsubscription request not processed?
Yesterday I received an email informing me that the beta period would be over at the end of the day. They waited until the last day of my billing cycle to tell me that they were terminating my beta period. I had read on their site that the "introductory period" will be over in April, so I thought the beta period will be over in April, too. Obviously I was wrong, but that's what happens.
So I decided to unsubscribe: I contacted customer service, they explained that I needed to make the request via the "Manage my plan" section of my account. I started doing it, and I kept getting pop-ups asking why I was leaving. I had a conversation with a customer service agent saying that I wanted to transfer my main number to Fizz, but to do that I had to wait to return to Montreal (I am traveling now). He gave me a few indications on how to do that, and I proceeded to cancel. I had to select the reasons why I was canceling, which I did, and then I pressed the Unsubscribe button. Nothing happened, except that it became grey and I couldn't do anything else. I tried to repeat the procedure (I was with my phone) and I still got that grey button. A few hours later I tried to do it via desktop, but I could not access the "Manage my plan" section, there simply wasn't the "Manage" button. So I thought it was because I had requested to unsubscribe. I even tried to gift some GB of data, since I had some left, but I couldn't do it, and I thought it was for the same reason.
This morning I got up and the phone was still working, which was strange. I accessed my area and I saw that my plan's price had gone from $6.50 to $44. I was obviously furious: requested the cancellation again, sent an IM message to Fizz asking to confirm that I had not been charged - they said I was charged $8 but my account was pending. The payment seems to include all the features of my account: data, calls, SMS. I asked for more explanations and they said that my cancellation was requested today so I will have 30 more days with them. However, I still only have the rollover data from last month: this month's data has not been added yet.
I don't understand why I was given only 24 hours to make changes to my plan before the plan went up 600% while they normally request every change to be made at least 48 hours in advance.
So I decided to unsubscribe: I contacted customer service, they explained that I needed to make the request via the "Manage my plan" section of my account. I started doing it, and I kept getting pop-ups asking why I was leaving. I had a conversation with a customer service agent saying that I wanted to transfer my main number to Fizz, but to do that I had to wait to return to Montreal (I am traveling now). He gave me a few indications on how to do that, and I proceeded to cancel. I had to select the reasons why I was canceling, which I did, and then I pressed the Unsubscribe button. Nothing happened, except that it became grey and I couldn't do anything else. I tried to repeat the procedure (I was with my phone) and I still got that grey button. A few hours later I tried to do it via desktop, but I could not access the "Manage my plan" section, there simply wasn't the "Manage" button. So I thought it was because I had requested to unsubscribe. I even tried to gift some GB of data, since I had some left, but I couldn't do it, and I thought it was for the same reason.
This morning I got up and the phone was still working, which was strange. I accessed my area and I saw that my plan's price had gone from $6.50 to $44. I was obviously furious: requested the cancellation again, sent an IM message to Fizz asking to confirm that I had not been charged - they said I was charged $8 but my account was pending. The payment seems to include all the features of my account: data, calls, SMS. I asked for more explanations and they said that my cancellation was requested today so I will have 30 more days with them. However, I still only have the rollover data from last month: this month's data has not been added yet.
I don't understand why I was given only 24 hours to make changes to my plan before the plan went up 600% while they normally request every change to be made at least 48 hours in advance.
16
Answers
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According to Fizz https://fizz.ca/en/faq/unsubscribe
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You can cancel your Fizz plan at any time. Cancellation will take effect at the end of your current payment cycle.
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Very strange that plan's price had gone from $6.50 to $44!!!! Is something fishy?7
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They want you to make changes to your plan 48 hours before the end of the payment cycle.
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https://fizz.ca/en/faq/how-do-i-change-my-plan
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That does not, however, excuse the lateness of their email reminding you of the end of your beta pricing. We were told when the beta was extended we'd be informed in advance of the end of the pricing so that we could make changes to our plans. 3 days left for me, no email about it from Fizz, but that might be because I changed the plan myself a few days ago when I realized my beta pricing was coming to an end.9 -
As it turns out, I got renewed at my beta price, despite My Plan is indicated to be charged at full price. I believe Fizz' intention was to inform me that this renewal would be my last at beta prices, so I would then have 30 days to make my decision on what to do. But their email was unclear at best, and that provoked my reaction.
So no issue really (despite the fact that I have not been given the data for the new billing cycle, but that's another issue altogether), but a lot of messages and a lot of confusion that could have been avoided with a better worded email.9 -
It's recommanded to make changes 48 hours before the next paiement cycle. So you're better to chat with them over the chat to terminate your account right now and to be reimbursed. Cause apparently, the deactivation will only take effect next month...6
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It take time to cancel. Just use my profile - contact form and send a few more requests. Someone will process it.6
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Cancel it , and they will refund the rest of the month5
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Hope your issue is fixed now5
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Interesting, I got the same email earlier this week and promptly changed my plan because I didn't need to continue with the large amount of data I had selected for the beta period. I didn't continue to get charged the beta price, however. I wonder now if I should have left it alone for one more month to have more data and save money. Especially given that there's something really messed up with how they're billing me for voicemail right now. I had to remove the option entirely to avoid getting it charged 3x when I made the change. Even then it wasn't removed and I was charged 1x for it, despite having the free voicemail upgrade applied for level 3, which shows up as one of the extra $1 charges (note: not $-1 like you would expect).6
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