Why fizz is charging for returned modem?

Faisal A. #2153

I canceled my internet subscription and sent over the modem as instructed. I got an email saying that the modem wasn't received. I contacted support through chat and gave them the tracking number and told me all is good.
Now I received an email saying that I am charged 150$ because they haven't received the modem.
This is the second time this happens. There is obviously something wrong with the system that needs to be fixed.

Mike

Hi

You must contact the support with the proof of shipping in order to be refund

.
You can also contact customer support by chat

1- Click on this link: https://fizz.ca/en/faq/none-my-devices-can-access-internet-wi-fi-or-using-cable-how-do-i-fix-it
2- The green chat bubble with the ? should appear after a few seconds in the bottom right corner.
3- Click on it, and select chat if available, or any other option