Modem returned 3 weeks ago, today I was charged.
I cancelled my service at the end of November…during the Postal Strike. I was assured that I could drop of my modem at Jean Coutu and the modem would be delivered. Fizz was wrong about that. Canada Post was not delivering anything, Jean Coutu merely accepted the package.
However, when the strike was over, the modem was delivered to the Fizz offices in Boucherville, QC on December 19, 2024. Canada Post obtained a signature. I have a copy of the tracking with signature.
Today, January 11, 2025, more than 3 weeks after the modem was received by Fizz, my credit card was charged $258.69.
Why?
Answers
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Contact support with and put the capture of the Canada Post invoice.
Check with your tracking number where your parcel has arrived.
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As I wrote in the original post - the package was delivered to Boucherville - to the address on the pre-printed label sent from Fizz.
Of course I contacted support….the ridiculous answers below…doesn't make me feel all warm and fuzzy. This especially so because they charged me for a month on internet after I cancelled. When I requested that refund, I was advised that once they received my modem, they would refund the overpayment. They did that Dec 21 (2 days after receiving the modem). So tell me, what is wrong with this picture?
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"I have just made the return. Investigations will be carried out and once the return has been confirmed at our premises, you will receive a refund."
"I'm sorry for this, but I don't have a deadline. Please just wait, we'll do our best to make it as quick as possible."
"It has no case number. And the progress will not be visible in your account.You will receive a return out by if necessary."
"CreaCreating a ticket won't solve the situation, because that's not the procedure to follow. I've already done what's necessary and I just ask you to be patient.ting a ticket won't solve the situation, because that's not the procedure to follow. I've already done what's necessary and I just ask you to be patient."
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Unfortunately on the forum we are volunteers we can't do anything.
Look here: Resolving issues with Fizz | Fizz
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@Whizz please look on this please
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Hello lesleevdp,
We are sorry to hear about the situation encountered with your modem return.
After making the necessary verifications into our tools, we noticed that you discussed earlier with the customer service agents and that the situation was escalated to the competent department.
For the moment there is no update from their side however, rest assured. As soon as the modem will be marked as received in our database, you will receive the refund for this charge.
We understand that this situation is not pleasant however due to the recent strike there were delays with the delivery and also with the processing from our systems.
Our competent department will do the necessary to provide you an answer as soon as possible regarding the matter.
You will be notified on your email address with the necessary details and then, you will be able to see the refund in My Settings- Transaction History.
Here are more details: https://fizz.ca/en/faq/how-do-i-return-my-wi-fi-modem
Your understanding and patience are highly appreciated.
Have a great day.
-Lavinia, Community Moderator0
