Didn't receive SIM card

laurie456
laurie456 Posts: 1 ✭✭
edited August 2022 in My Mobile

Hi! I bought a phone and ordered a SIM card this week. It says that my SIM card was delivered yesterday. However, I didn't get it. The address I entered at the time of purchase was the right one. Can Fizz send me another one? How do I procede? Thanks

Best Answer

  • Whizz
    Whizz Posts: 22,373 admin
    Answer ✓

    Hello @laurie456 ,


    Sorry to hear about the situation encountered.


    It appears that you managed to reach our colleagues on another channel and we managed to refund you for the undelivered Sim card as we apologize for the inconvenience.

    The transaction is already visible in My settings - Transaction history and it should be visible in your bank account in some business days.


    You can always get another Sim card via your Fizz account like the first order that you placed, or check the interactive map for a shop near you that might sell our Sim cards : https://fizz.ca/en/couche-tard-sim


    Thank you for your understanding.

    Have a good day,

    -Raul

Answers

  • Olic
    Olic Posts: 822 ✭✭

    You will need to contact Fizz :|

    Go to: https://fizz.ca/en/faq/resolving-issues , at the bottom, there is a green bubble with a question mark, you can chat with support.

    You can also use :

    Twitter: https://mobile.twitter.com/fizz_ca

    Facebook: https://www.facebook.com/fizzca/

    Whatsapp: (438) 393-5814

    ------------------

  • Mataze
    Mataze Posts: 2,070 ✭✭

    Hi,

    You can see the status of all your Fizz orders in your Order history.

    1. Log into your account and go to My Settings
    2. Click on Order history / See details.
    3. Click on the shipping number to see on the carrier’s website the details of your delivery.
    4. If there’s any inconsistency with the delivery information you see, contact the carrier directly.

    If the carrier cannot help you, contact us using the chat bubble located in the lower right-hand corner of this FAQ during our business hours so we can open a ticket for this issue.https://fizz.ca/en/faq/when-will-my-fizz-package-be-delivered

    If the first delivery attempt fails, you will be notified by email, and will need to plan a new delivery attempt. To do so, follow the instructions on your Order History. 

    1. If the second delivery attempt fails as well, you will need to pick up your phone as per the instructions (before the set deadline) outlined in your Order History. If you don’t, your phone will be returned to Fizz. 
    2. To see your Order History: 
    3. Log into your account and go to My profile.
    4. Click on Order history.
    5. Click on See details of your order. 
    6. Click on the shipping number to see on the carrier’s website the details of your delivery 
    Report an issue with my package
    1. If the delivery of your SIM card is flagged as delivered but you haven’t received it, or if there’s an issue with the delivery of your phone:
    2. Log into your account and go to My profile .
    3. Click on Order history / See details.
    4. Click on the shipping number to go to the carrier’s website.
    5. Check on the website of the courier service that the delivery address is correct: if it’s incorrect or incomplete, contact the carrier service directly so they can correct the address and make a new delivery attempt.
    6. If the courier service cannot make a new delivery attempt, contact us using the chat bubble located in the lower right-hand corner of this FAQ during our business hours. 


    You can also physically buy your SIM card. They're available in the Greater Montreal area at Couche-Tard retailers.

    Source: https://fizz.ca/en/sim-card

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