Why Is Activating a New Fizz SIM Card So Complicated?
A few days ago, I received a message stating that my current SIM card would be deactivated in July due to the 3G/LTE transition. I promptly started the process to activate the new SIM card sent by Fizz, but it turned into a complete nightmare.
Here’s what happened:
Identity Verification: I was first asked to provide a photo of my driver's license, which I did.
Updating My Address: Then, I was instructed to update my home address in my online account. I followed this step as requested.
Multiple Requests for Documents: Despite completing these steps, I spent over two more hours on the online chat, where they repeatedly asked me for a photo of my credit card, my driver’s license, once asking for a selfie with my driver’s license, my Medicare card, and my Hydro-Québec bill. I was hesitant to share all this sensitive information, but the lack of clarity and support left me with no other option.
SIM Activation Denied: At 9 p.m., after being on chat since 6:20 p.m., I was told it was impossible to activate my SIM card because I had changed my address at 7 p.m. Yet, it was Fizz’s own team that instructed me to update my address!
Who else has had to provide so many documents and IDs just to activate a SIM card? Why are they asking for my credit card, driver’s license, and even a selfie with my driver’s license? What kind of verification process is this? Why can’t they just send a text message like all banks and other providers to validate my identity?
Is this normal? Does anyone else think this process is way too complicated and intrusive? How is this acceptable?
Answers
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Fizz may request various documents to verify your identity, especially if there are discrepancies or recent changes in your account information. This is to protect your account from unauthorized access. However, the process should be clear and not overly intrusive.
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Hello mthl1234567890 ,
Sorry to hear about the unpleasant experience.
Due to the nature of how the system was created , we don`t have a way ( at least not yet ) to properly identify the client.
Over the recent period however, there have been a few additions to the system that helped the user identify if he himself is being hacked, however, we are still working on creating a proper identification system.
Until then , the best way is to share the requested documents when an agent asks you to do so.
We apologize for the inconvenience and kindly invite you to wait as when everything is verified and confirmed, you`ll receive a confirmation e-mail from the system that the Sim card has been changed, and then you can just test the line using these details :
Thank you for your understanding.
Have a good one,
Raul, Community Moderator0
