Payment issue (new expiration date of credit card)?

redhead

I have been with Fizz for more than 18 months. I have been using same credit card since the beginning to pay for my monthly bill.
Last week, I received a new credit card - same number, just different expiration date and 3-digit verification code. I updated my payment method, but have had problems ever since.
I am going back and forth with Customer Support raising issues to Technical Team and they keep saying that all is ok on their side and to call the bank. I called the bank TWICE and they say all is good on their side. I believe them since I regularly use my card for online purchases.
Anyone else have similar issues? If so, what resolved it? Any help would be appreciated.

PierDuc

Hi Redhead,
Since you have tried almost everything, I would suggest you try to add another credit card if you have one available, and use this new card for your account.

redhead

I tried adding another credit card, from another bank, and system gives me this error: "This payment method was declined"
So this is really pointing to Fizz website.

Fizzy

Hi Redhead

Sorry you are having payment issues with Fizz.

Fizz may have tweaked their credit card processing since you first started.

Here is what Fizz writes now:
You can use a Visa or MasterCard credit card to pay for your Fizz plans.
- including Visa or MasterCard prepaid cards which accept recurring payments
- including also Debit MasterCard or Visa Debit card
.
Other cards such as debit cards, American Express (Amex), Dinners, and others are not accepted. Foreign credit/debit cards are also not accepted.

IMPORTANT - Address associated to the Credit Card
When you enter the information for your payment method, the billing address associated to your card must correspond to the address you declared to your bank for that card. The right info must be entered in the corresponding fields, and the address needs to be 100% identical. Pay attention to the following items:
The name of the street (Ave, avenue)
- Special works (Saint, St, Ste)
- Hyphens
- Spaces
- Spelling
.
If the address and postal code that you associate to your payment method are not identical to that declared to your bank for that card, you won’t be able to add this payment method.

Fizzy

If you cannot find the issue, I would not hesitate to contact Fizz support again.

In my experience, they are usually very helpful.

Hope you will have some good news soon.

redhead

Address is same as before and corresponds to my exact home address.
I have been contacting Fizz every time they close my ticket to tell them error is not on bank side as they state (but bank says everything is ok on their end); they have not been very helpful. I asked to escalate to supervisor and have technical team call me on my Fizz mobile to fix this once and for all since I have been playing ping pong with them for one week.

MichelP

redhead,
Have you associated your new payment method to all of your Fizz plans.
It's important to do it if you dont want problem of payment.
see:
https://fizz.ca/en/faq/how-do-i-update-my-payment-method-or-credit-card-information

redhead

I only have one plan on my account... Their Customer Support escalated my ticket to the Financial Team, but I got so fed up of this constant back and forth since a week that I raised a complaint with CCTS.

Fizzy

Redhead, MichelP is correct if you still have both cards (old and new) registered on your account.

If you haven't already done so, you need to follow step 5 and 6 of the instructions from his link.
5. For each of your plans, click on Manage plan/Payment method, and associate your new payment method.
6. Then, select the payment method you no longer want to use, and click on Delete.

redhead

I alread went through all the steps of the "How do I update my payment method", including steps 5 and 6. I double-checked and only see one (1) payment method in Payment methods of My Plan.

So_AR

I hope it will not happen to me

Samuel C. 73358

Hi redhead
You said you get payment method declined when you put another card, I had the same issue. Try removing the old one and trying the new one. Personaly i had to wait about 30 days for it to work. Try contacting fizz support they will gladly help you out.
Cheers:)

redhead

I put in a new card (other credit card), removed the old one, then tried putting the regular card, and it retains my old credit card expiration date. Fizz has opened so many tickets to try to fix this. Ridiculous that such an issue takes a week and still no fix.

Daniela P. #33065

Hi. I understand that you've tried all kind of fixes. I don't know if you have tried, but I suggest another one: try to do a manual payment after each modification, till one will work. Erase, add, check etc. If old date is retained, possible after a payment with another card, the old date will be forgotten.

redhead

So, ten days later and Fizz has not figured out why my new credit card does not work. They keep saying the bank refuses recurring online payments, but my Netflix fees work just fine on that same credit card!
I also learned that you cannot have the same credit card associated to more than one Fizz account. If you want this, you have to contact Fizz to have that unblocked.
I filed a complaint with CCTS but nothing yet. Will close this discussion now. Thanks to all for your help.