Payment Problems (accidentally closed previous thread)

StefanM

Sorry, I accidentally closed the previous thread.
I even tried to add the card of my partner. The system still declines it. Support said they will escalate it to the technical department but nobody can tell me how long it will take. I am very worried that nothing will happen until my plan renews, the renewal fails and then I am left without any mobile phone service.

Fizzy

Hi StefanM

When similar issue happened with others, they were able to add a prepaid card (like KoHo) to get their service working. You may ask support what options are available to you (as you do want to pay and don't want to lose service).

You may want to read this post: https://community.fizz.ca/questions/2487396-prepaid-credit-card-fizz-payment

StefanM

Well I tried with Revolut, which is basically the same as KOHO. It still declines it. It even declines my Visa Debit. If my payment indeed doesn't go through, I could try to sing up with Koho or use another prepaid card.

Fizzy

StefanM

If Fizz is refusing every card, you can ask support to check whether there is a lock on your account.

They should be able to get back to you pretty quickly on this.

StefanM

I did and the service rep told me that my account is in perfect standing.

Alexandre L. 85994

Support told me somthing similar last tine and it took me less then a day to came back to me with an answerd. Maybe let them a day and send them back a message if yiu have anything back?
Good luck and have a nice day!

StefanM

Has any of you tried to add a card? If it doesn’t work for you either, then it might be a system error

NinjaBunga

Have you tried removing your previous payment method and then add the new one?
If I was in your position, I'd probably try with a prepaid credit card or ask my bank for a new credit card number. It usually takes less than a week.

Seani

FIZZ support cycle is very very long. Once up a time, it took them 2 months to fix my billing problem.

StefanM

Until now they have been very unhelpful.
The ticket I submitted yesterday was answered today, told me it was solved and now I am getting a different error message.
Then they tell me it’s a bank issue and tell me I should try different cards although I have already told them that I tried four different cards plus the card from my partner which means it has to be a system error.
So far I am really underwhelmed by their service and I am feeling like I am talking in circles.

Fizzy

(my reply went to moderation, so I will try again)

StefanM, what is the error message you are getting now?

For sure, you may have to try reaching out to Fizz support again as you can receive different responses from Fizz as each CSR has to familiarize them self with your situation.

StefanM

@Fizzy
Now I am getting “There was a processing error, please try again”
This is for the card that I had fizz manually unlock for my friends account.
On my account, I am unable to use my old payment method to add funds to my wallet. If I tried to add any of my other credit cards it tells me payment declined. I tried all the troubleshooting tips with them and they escalated it to the financial department since all of my cards are declined. So it’s definitely not a bank issue.
The rep also told me that I should not worry about the card that I used in the past for my monthly payments as this is automated and should go through normally. I am still a bit worried about that though

Fizzy

StefanM

Can you try again tomorrow?

As for the automatic payment, it is usually taken around noon one day before your renewal.
If it fails, a second attempt will be made at 10pm. If and when that happens, you can try changing your payment method and making a manual payment.

Also on your Fizz account, you can see if the payment was successful by going to My Plans >> Transaction History. For more information, you can check this page: https://fizz.ca/en/transaction-history
Or you can check with your financial institution to see if the charge was done correctly.

StefanM

Yeah, I can only wait and see. Fizz escalated it to their financial department. I hope I hear an answer from them soon. In the meantime, I guess there is nothing you can do for me so I will go ahead and close the post. Fizz support can still post something under it anyway.

Whizz

Hello StefanM,
We're truly sorry about this situation encountered. I took a look at your account and regarding the last error message received, rest assured we sent you an email 2 days ago for further assistance. About the wallet situation, I see one of my colleagues also already escalated a ticket and we will inform you via email of updates as soon as we have them.
If you need additional help, for all the information on how we can be reached you can check our page:  https://fizz.ca/en/contact-us
Thank you so much for your understanding and patience.
Have a wonderful day,
-Ioana