Re-activation problem with suspended account

Xray25

Hi,
My mobile account was suspended for card expiration. I added a new card and made payement the following day.

Payement received and it said that reactivation should be done within 2hours max.

It’s been more than 24 hours. I’ve chatted with costumer service and they created a ticket, but seems like there can be nothing else done.

Anyone else encountered this issue ?

It’s a shitty situation and costumer service doesn’t see to care.

Thanks

elena code xzi4t

Hi @Xray25

You should contact the support, https://fizz.ca/en/support , and click on the green bubble on the bottom right of the page in order to chat with them to find the right solution for you.

BradDoell

Hi @Xray25

After adding a credit card, you must also associate it with your account. Apologies if you already went through this step.

From the FAQ.

“Once a payment method has been added or modified in your account, don’t  forget to associate it with each plan you wish to pay with this card. The association is not done automatically.”

“  If you have more than one Fizz plan, you must repeat these steps and associate the desired payment method with each of your plans.   

1. Log into your Fizz account.
2. Select the plan you wish to associate with a new card.
3. Click on Manage plan > Change my payment method
4. Select the payment method with which you’d like this plan to be associated with.”

Source:

https://fizz.ca/en/faq/how-do-i-update-my-payment-method-or-credit-card-information

Xray25

I’ve been chatting with customer support since yesterday, the answer is always the same : “ sorry to hear that, blabla bla, we got a ticket open, blabla bla” .

At this point it’s been 2 days, i’m done with “being understood” and apologies, i’m on this forum to see if anyone encountered this issue before, that way i could maybe guide the customer support agents in finding a solution.

It shouldn’t be to the client to find solutions.

I’m done with fizz. I wouldn’t recommend this company to anyone ever.

However, if i don’t wanna lose my number i have to wait out the incompetence and lack of customer support.

Whizz

Hello Xray25 

We're really sorry for the inconvenience.

Following my verification, a ticket has been opened yesterday regarding this matter, so that our dedicated team can manually unsuspend your plan. Your ticket number is #303885. You can view it and track its progress from your Fizz account -> My settings -> My tickets. 

Rest assured as our technical team will try their best to find a resolution as soon as possible, however sometimes delays occur due to the number of requests or the complexity of them.

Feel free to contact us directly if you have other questions : https://fizz.ca/en/support

Thanks for your kind understanding.

Have a good rest of the night!

-Ingrid, Community Moderator