I asked someone from fuzz to cancel my plan

Layla
Layla Posts: 5 ✭✭
edited March 2022 in Your Fizz Account

I was still charged . I want my plan cancelled NOW AND A REFUND IMMEDIATELY

Best Answer

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭
    Answer ✓

    @Layla


    Hi Layla,

    since the payment was charged despite the cancelling of your plan, if it's have already been done, I suggest you to contact Fizz’s support team directly to inquire about that issue, they will be able to do some further investigation to correct this situation. You can do it by opening the following link: https://fizz.ca/en/faq/status-services and simply scroll down until you see the green bubble, than click on it to start your chat session with the customer service.


    If the chat bubble still does not appear at the bottom of the page, on the right, after a few seconds, the number of pending sessions is higher than the service’s processing capacity. At that time, you can leave a message on the other proposed communication channels:

    -By private message on Facebook/Messenger: https://facebook.com/fizzca.

    -By private message on Twitter : https://mobile.twitter.com/fizz_ca

    -Whatsapp : (438) 393-5814

Answers

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Layla


    However, if you have not already done the unsubscribe procedure, here is how to do it for a Fizz account with a Mobility plan, depending on your choice:


    Cancelling WITHOUT keeping your number
    1. Log into your Fizz account to do it yourself:
    2. Go to My plans in your Fizz account.
    3. Select the plan you wish to close.
    4. Click on Manage.
    5. Select Unsubscribe to begin the process.
    6. Select the credit card to which you will transfer any remaining funds in your Wallet.
    Cancelling and KEEPING your number

    To keep your phone number at a new provider, first and foremost, DO NOT cancel your current Fizz service — only active phone numbers can be transferred to a new provider.

    The process is simple: tell your new provider that you intend to keep your number. Your new provider will contact Fizz to disable your Fizz plan. The cancellation will only come into effect after your new provider has retrieved your phone number.

    Your new provider will ask you to identify your Fizz plan to confirm your number transfer. Before you call your new provider, have the following information handy:

    • Your Fizz account number: To find your account number, go to My Plan, then go in Manage. Beneath your telephone number you’ll see your 8 digits account ID starting by 2 or 3...
    • OR The IMEI number for the last phone you used with your Fizz plan: This is your phone’s identity card; it also allows us to identify your plan. Your IMEI number can be found by dialing *#06# in your phone’s keypad.

     If you are transferring your number over to another mobile provider: 

    - Once you completed your subscription with this new provider and requested the transfer of your Fizz number, you’ll receive via text messaging a transfer authorization request. This text MUST be answered within the prescribed time frame (90 minutes) to confirm your wish to transfer this number. 

    - If this text message remains unanswered, or if you answer after the prescribed time, your request to transfer your number will be cancelled. You will need to contact the other provider directly to initiate a new request. 

    - If you don’t receive the transfer authorization request by text messaging, contact the other provider directly to initiate a new request. If you still don’t receive anything with that second attempt, then contact our Customer Service team: log into your Fizz account, and click on the chat bubble located in the bottom right corner of the page during our business hours.  


    Source: https://fizz.ca/en/faq/unsubscribe

  • Dapfizzer
    Dapfizzer Posts: 10,182 ✭✭

    @Layla


    And here is the procedure for a residential Internet plan:


    1. Log into your account and go to Manage.
    2. Click on Unsubscribe.
    3. Scroll to the bottom and confirm by clicking Unsubscribe.
    4. Tell us why you are unsubscribing.
    5. Enter the date when you want Home Internet service to end.
    6. Click Unsubscribe.
    7. On the next screen, download, write down or print your return ID number and follow the instructions for returning your Wi-Fi modem.

     

    Important: You have 15 days following the date you unsubscribe to return your Wi-Fi modem, or else you will be charged the amount of $225 (plus applicable taxes). Detailed instructions will follow.

    How do I return my Wi-Fi modem?


    Source: https://fizz.ca/en/faq/how-do-i-unsubscribe-from-fizz-home-internet#2

  • Clive_ref_code_73TF9
    Clive_ref_code_73TF9 Posts: 545 ✭✭

    Hello @Layla, unsubscribing is the customer's responsibility and you must do this from within your account. I don't know if Fizz will provide a refund if you did not perform this step before your renewal period. You can contact Fizz Customer Support using the online Chat or another method is to log in, go to My Settings, Contact Form and submit a complaint, the exchange occurs by the email address registered on your account.

  • Whizz
    Whizz Posts: 23,074 admin

    Hello Layla,

    I am sorry for the situation encountered. I have managed to check your account, and see that one of my colleagues already helped you with this matter.
    Please reach us back if you have any other questions. You can contact us any time at https://fizz.ca/en/contact-us
    Thank you, have a great day!
    -Adelina

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