Number transfer impossibility and terrible customer service
Hi, I want to share my terrible experience with Fizz.
I first wanted to join Fizz because the USA-CANADA plan they offer. When I saw it, I decided to switch companies, from Videotron to Fizz. I carefully read that a number transfer was possible, and bought a SIM card.
When I tried to activated, an error occurred. After speaking during 3 hours with a Fizz agent, but also with my current provider, Videotron, neither of them could agree on the procedure. Fizz told me that I had to contact Videotron so I can authorise a number transfer, Videotron assured me it was Fizz that needed to contact them in order to transfer my number. After a while, the Fizz agent told me a ticket had been opened so the technical team could analyse the issue. After a week, I got the following message: "We have received the answer from the technical department and I am sorry to tell you that your number cannot be transferred. Fizz does not provide in the region to which your number belongs", which is very odd, because I live in Montréal, H2E 2J3, and I know Fizz provides there.
Anyway, when I first started talking to an agent, I asked them if I could be reimbursed for the SIM card in case I couldn't transfer my number. They said of course, I even kept the receipt.
However, when I got this message and asked for the reimbursement, the agent told me to enter a credit card in my account, which I did, and told me I would be reimbursed. Two hours later, I receive this message "your reimbursement request has not been approved, there is no plan associated with your account". Now, of course there is no plan because when I tried to activate the SIM card and create a plan, they couldn't transfer my number.
I think it is very unprofessional to treat a potential new customer this way, especially when they have made it clear they wanted to join Fizz. The only solution they offered me is choose a new number, which is not what I want, or to give the SIM to someone I know, which may not be possible, so I loose money either way.