Mobile plan change problem (yet another one)

SergVan8
SergVan8 Posts: 2 ✭
edited March 2 in My Mobile
I have seen a few people had the same problem with changing their plans recently, but didn't find any info on how to resolve the problem. So I'd like to share my experience in case anyone has any suggestions.
I have requested a plan change more than a week in advance of my payment cycle and received an email confirmation that my plan would change on March 1st. However, the change did not take effect on that date and I still had my old plan and was charged for the next billing cycle accordingly. I have contacted customer service about it and the agent told me that my change request was rejected. I never received any messages or notifications that it was rejected. The agent could not explain any reasons for the rejection at all (whether it was a technical issue, or account issue, or something else?) and didn't even open any ticket for it. All they suggested was to request another plan change, but there's no guarantee it wouldn't be rejected again.
Following that, I have tried to change my plan online again, but before I could even select a new plan I got an error message: "No change can be made before 2025-02-28. Please come back after this date to try again." I tried it on March 1st, which is obviously after Feb 28. Now I am stuck not being able to change my plan at all and absolutely no help from customer service.
Given that plan flexibility is one of the features that Fizz praises itself upon, it is expected of them to do much better when it comes to the ease of changing a plan. We already have to wait for the next payment cycle for the plan change to take effect, and then it gets rejected and we have to start all over again with no guarantee it will go through next time or ever. Not great.

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 10,532 ✭✭

    this is very strange like what you said you are not the first one with this problem @Whizz can you help

  • Whizz
    Whizz Posts: 24,205 admin

    Hello SergVan8 ,

    Sorry to hear about the issue.

    I escalated a ticket to check what happened with the previous plan change as I apologize for the inconvenience.

    Regarding your second issue, please reach our customer service again as I will leave a note to ask you for a screenshot of the issue ( where the message can be seen stating you can`t change your plan due to x y z date ).



    You can also track the ticket status of the ticket that I created via My settings - My tickets, to also have a view on its progress and you will be reached back on e-mail as soon as updates will be given.

    Thank you for your understanding.
    Have a good one,
    Raul, Community Moderator

This discussion has been closed.

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