Plan Change Got Rejected ALL THE TIME

matt1018
matt1018 Posts: 4 ✭
edited March 4 in My Mobile
I've been with Fizz for about 1.5 years. While I haven't changed my plan often, I've encountered "technical incidents" three times. Each time, all the Fizz agents could do was refund the price difference between my previous plan and the one I wanted to change to and ask me to make the change for the next cycle.

Recently, I've faced the same issue twice in a row. I made a plan change on February 8th and received a confirmation message. On February 24th, I asked an agent if they could see that my plan change had been confirmed, and they said yes. However, today, March 3rd, I still see that my plan hasn't changed, so I asked again.

The agent I talked today, March 3rd, kept saying that the system rejected the request a few hours after I made it on February 8th. But I confirmed with the agents on February 24th that my plan change would take effect on March 3rd, which it didn't.

Every time I make a plan change, there's no guarantee that it will go through, which is ridiculous. Fizz has increased the fee for the plan I want to change to, and all they can do is ask me to make the change for the next cycle, with no compensation at all.

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 11,782 ✭✭

    Hi @matt1018

    You are not the first one reporting this issue, I don't know what is going on but a @Whizz should clarify this problem and push it to be solved

  • MobileFizzer_VBMV6
    MobileFizzer_VBMV6 Posts: 189 ✭✭
    edited March 4

    It would be interesting to know, all of you members that this happened to, if you tried to make any other changes to your plan between the time you requested the plan change and the time the change was supposed to go into effect. Also, whether the plan, you wanted to change to, was still being offered in the exact same way at the exact same price at the time the change was supposed to go into effect. Maybe we can get an idea what triggers Fizz' system into rejecting a requested plan change.

    I request a change myself the other day. Aside from receiving an email confirming the change, I also see a "Reminder: Your new mobile plan" notification under "My notifications" giving the phone number the change is going to apply to and the date when it will become effective. We'll see what is going to happen.

    Also, @Whizz, I am wondering, why Fizz is not offering customer's an option to have the change go into effect immediately, changing the payment cycle and forfeiting any remaining perks from the current cycle. I get that not all customers would want such a forfeit but if you gave an option of making the change immediately or at the end of the current payment cycle, then everyone should be happy.

  • Mark123_2024
    Mark123_2024 Posts: 6,645 ✭✭

    I saw multiple users having the same problem.

  • Whizz
    Whizz Posts: 24,880 admin

    Hello matt1018 ,

    Sorry to hear about the issue.

    I verified your account and I escalated a ticket to check what happened with the orders that got cancelled, and I also asked our team to check and confirm if the next plan change that you requested will go ahead without any issues.

    Apologies for the inconvenience caused!

    You can also track the ticket status via My settings - My tickets, to also have a view on its progress.
    Regarding the compensation, I saw that you received a price difference refund, but if anything we can discuss more once the ticket is resolved.

    Have a good one,
    Raul, Community Moderator

This discussion has been closed.

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