My account was suspended as Fizz declined my payment and now I loss my number

AndyWu

I renewed the credit card linked to my Fizz account and tried to update my payment method, but Fizz declined my new card. I then tried another credit card, and the same result occurred. I also tried using a debit card, but it was still declined. I even attempted to use my partner's card, but I received the same error message.

I contacted customer service via the online chatbot, but they kept telling me to check with the bank, which doesn’t make sense. How can it be a bank issue when my cards are from three different banks, and some aren't even in my name?

I then filed a complaint with Fizz, and they informed me that they've assigned a specialized team to look into it, but they refused to provide a timeline for resolution. I currently have no access to my number or phone service and am at risk of losing my number. This is ridiculous.

Whizz

Hello AndyWu,
I’ve taken a look into your case and I can confirm that your request has been forwarded to our specialized department.
They’re currently reviewing the situation and working to resolve it as quickly as possible.
We understand how important your phone number is, and we truly appreciate your patience and understanding while our team works on this.
If you have any questions in the meantime, feel free to reach out to https://fizz.ca/en/support
Have a great day.
-Mihai, Community Moderator 

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Hi @AndyWu

Did you follow this guide? https://fizz.ca/en/faq/how-do-i-update-my-payment-method-or-credit-card-information

• Add the new payment
• associate it with the plan

Also https://fizz.ca/en/faq/how-do-i-fix-payment-issue

More than this only the support can help you, probably a @Whizz

Shmutz

Make sure to enter the correct billing address as it's listed with the card's issuer. That could make payments be declines.

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Contact support for this.

Gramart

Make sure that the name and billing address are correct and correspond. If that doesn't solve the issue ask via chat to the rep to escalate your issue and open a ticket for you so the correct department can look into it.

AndyWu

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The support had me waiting for 5 days already they keep saying they are investigating and they refuse to give me an estimated timeline on when will it be ressolved.

Andrei_ref_R7VK1

https://forum.fizz.ca/en/discussion/comment/7006771#Comment_7006771

If your service is down for 48 hours or more, you should ask them to compensate you for each day without service.