I moved to new apartment, Fizz charged me twice

Mina L.
Mina L. Posts: 2 ✭✭
in Internet

I moved to new address last month. I had my previous modem but technician came with

new internet modem and installed there. I thought because I used that modem for 3 years they gave me the new one. This month I saw I charged twice for the last and new address. What do you think? I can live in 2 place at the same time? I chaned my address to new one, why you did not cancel the last one! What should I do now? I do not have that modem now

Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 13,907 ✭✭
    edited July 2023

    Hi @Mina L.

    Here we are users, therefore, we don't know the story sorry

    but it seems that you create a new plan and you didn't follow the move procedure

    This was the procedure

    Moving your Home Internet plan is done directly from your account. Submit your request under

    My plans > Manage plan > Moving my service.

    Word of the wise, don’t forget to pack your Fizz Wi-Fi modem and bring it with you on your moving day!

    Need to change your Home Internet plan? No worries, but plan to do so before or after your move. You cannot modify your Home Internet plan during your move.

     

    Therefore, you should clarify your situation with them

  • Mina L.
    Mina L. Posts: 2 ✭✭

    Fizz does not even have a customer service to call!

  • Jess_i88b6
    Jess_i88b6 Posts: 13,907 ✭✭

    Hi @Mina L.

    Fizz is onll online

    You can chat in direct

    • Sign into your account

    • Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

    • Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

    • Choose the option 💬 chat

    • If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.


    Or by private message on Facebook: https://www.facebook.com/fizzca/

  • Sébastien code ZXEL1
    Sébastien code ZXEL1 Posts: 7,658 ✭✭
    edited July 2023

    @Mina L.

    did you close the other package

    charged twice or twice pending payment on your credit card

    you can contact the green bubble support at the bottom right https://fizz.ca/en/support

    you can also open a ticket in my account ,,,,My settings,,,Contact forms


    ,,,

  • AK20230110
    AK20230110 Posts: 5,007 ✭✭

    @Mina L.

    Hello,

    Try to reach customer service on Live chat : https://fizz.ca/en/support as they sometimes need a few extra details to possibly escalate a ticket to address your situation.

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 8,177 ✭✭
    edited July 2023

    Unfortunately as users, we can not help much, you need to contact customer support.

  • swatt
    swatt Posts: 4,697 ✭✭

    You must chat with an agent directly 24/7 using the live chat function. To contact them on the live chat you have to go to any of the FAQs and click the (?) in the lower right corner of the screen. Once you do that you will have to click on the (...) three dots which represent the live chat function.

  • Jess_i88b6
    Jess_i88b6 Posts: 13,907 ✭✭
    edited July 2023

    @Mina L.

    If it was your mistake, you should unsubscribe the previous contract and return the modem


    To unsubscribe from your Home Internet plan, go under My plans > Manage plan > Unsubscribe and follow the on-screen steps. Don’t forget to note your return ID number for your Wi-Fi modem.  

    Don’t forget your modem
    1. You have 15 days following the date you unsubscribe to return your Fizz Wi-Fi modem (and its power cable) to us. Failure to do so means you will be automatically charged the amount of $225, plus applicable taxes. If you are charged this amount but do end up sending us back the modem, then no worries, you will be automatically refunded.
    2. How to return my Wi-Fi modem
    3. Good to know: Based on the date you unsubscribe, you will receive a prorated refund for the monthly fee you paid based on the days left, if any, in your payment cycle. Once your modem is returned, please allow (approximately) 4-6 weeks to receive your refund.

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

  • AK20230110
    AK20230110 Posts: 5,007 ✭✭
    https://forum.fizz.ca/en/discussion/comment/6718405#Comment_6718405

    It's only online, try the chat... Sorry

  • Sébastien code ZXEL1
    Sébastien code ZXEL1 Posts: 7,658 ✭✭

    try to find the other moderm if it is not returned a fee of $225 plus tax will cost you

    Don’t forget your modem
    1. You have 15 days following the date you unsubscribe to return your Fizz Wi-Fi modem (and its power cable) to us. Failure to do so means you will be automatically charged the amount of $225, plus applicable taxes. If you are charged this amount but do end up sending us back the modem, then no worries, you will be automatically refunded.
    2. How to return my Wi-Fi modem
    3. Good to know: Based on the date you unsubscribe, you will receive a prorated refund for the monthly fee you paid based on the days left, if any, in your payment cycle. Once your modem is returned, please allow (approximately) 4-6 weeks to receive your refund.
    4.  




    How do I unsubscribe from Fizz Home Internet?

    If this really is goodbye

    Don’t forget your modem

    Avoid doubling up

    Deceased member

  • FizzyFizz JQMPM
    FizzyFizz JQMPM Posts: 6,786 ✭✭

    Unfortunately we don't know how to help you. You must contact customer service by chat

  • Gablav91
    Gablav91 Posts: 1,077 ✭✭

    Contact fizz on Messenger. You will havé à good service !

  • florentdk59
    florentdk59 Posts: 85 ✭✭

    Hello! I am curious about this, because i will move to a different place next month.

    Can you tell us what happened next? Did you solve the issue?

Categories