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    • Payment issues on FIZZ end NOT RESOLVED

    Posts: 3 ✭✭
    edited October 2022 in Internet

    This is the worst customer service experience I have ever encountered! I have a credit card that expired, entered the new credit card info and the FIZZ system is not accepting it. I called my bank, they say the issue is on the FIZZ end. I have been warned that my internet will be cancelled, I don't pay in time. Seems like Customer service agents are at the mercy of "technicians" (this is day 3 of waiting). I have spent hours speaking with chat agents without the power to do anything. If I was a new customer, something tells me you would figure out a way to accept my payment. If my internet gets cut, how am I supposed to resolve this issue as you have no telephone service?! My job depends on my internet service and you are putting my job in jeopardy. This is my last ditch effort to try and get help, If my service gets cut you are losing me as a customer forever!

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    Best Answer

    • Posts: 24,185 admin
      Answer ✓

      Hello @UnhappyCustomer ,

      I hope this message finds you well.


      I'm sorry for the experience you has with the payments system recently. I just verified your account and I can see that as promised, the technical team managed to find a solution for the issue, and a payment for your internet plan went through on the 12th, and now your payment cycle was renewed, therefore no interruption was registered in the system, and your plan should be fully active.

      Please feel free to test your internet connection and reach back to us if you are still experiencing issues of any kind with the service.

      Have a good one!

      -Sergiu

    Answers

    • Posts: 729 ✭✭
      edited October 2022

      Payment issues on FIZZ end NOT RESOLVED

      UnhappyCustomer

      Hi,

      Recently there have been issues with Fizz payments using CIBC Costco Mastercard, they are aware of the issue, but for immediate relief I recommend changing your payment method (at least for this 1 payment) until the situation wit the trasnaction broker between Fizz and CIBC mastercard is resolved.

      How to change your payment method: How do I update my payment method or credit card information? | Fizz

      What payment methods can I use? | Fizz

      To pay for your Fizz plans, you can use:

      • A Visa or Mastercard credit card
      • A prepaid Visa or Mastercard
      • A Debit Mastercard or Visa Debit card

      Only one-off payments are accepted with Vanilla prepaid cards

      To get in touch with Fizz: What payment methods can I use? | Fizz

      image.png


    • Posts: 1,784 ✭✭
      edited October 2022

      @UnhappyCustomer

      Hi, it's a public forum here. We are subscribers and cannot provide technical assistance.

      Did you insist with customer service that they give priority to your ticket? Only they can do it with technical support and you will be able to follow your ticket.

      Hope your problem will be solved very soon!

    • Posts: 3 ✭✭

      Wow, this is the first encounter I have had that acknowledges there is an issue! I only have a COSTCO credit card, but I'll try with my debit card. It would be nice if the multiple customer service agents I spoke to for hours were honest about this issue that is affecting loyal customers. FIZZ customer service agents, why are you pretending there isn't a known issue? If FIZZ is having payment issues on their end, it is unacceptable to threaten to terminate service to customers that are in good standing. The way this is being handled is truly unacceptable.

    • Posts: 3 ✭✭

      VISA Debit card also Declined...

    • Posts: 729 ✭✭

      Mind me asking what kind of Visa Debit? Tangerine? TD? etc...

      Feel free to PM if you're not comfortable sharing on the forum, I just want to make a list of the types of cards that are being declined to better aid other forum users.


      Someone resolved their issue previously by pruchasing a vanilla prepaid Visa gift card and using it to cover the payment of their plan.

      This of course is a one-time measure and cannot be used for recurring payments.

      Hope this can provide a tempoary resolution to your issue.

    • Posts: 1 ✭✭

      Having this problem with two different CIBC cards. (One Costco, one not)

    • Posts: 4 ✭✭

      Même problème pour nous, 2 cartes Costco CIBC refusées et menace de coupure de service.

      Billet ouvert aux services depuis plus de 24h!

      Plusieurs usagers vivent le même problème et la menace de coupure est un irrespect total de votre clientèle.

      Je voudrais juste vous rappeler que si vous avez un emploi, c'est parce qu'il y a des clients.

    • Posts: 729 ✭✭
      edited October 2022

      @smillertr8 @Citron

      Hi,

      Recently there have been issues with Fizz payments using CIBC Costco Mastercard, they are aware of the issue, but for immediate relief I recommend changing your payment method (at least for this 1 payment) until the situation wit the trasnaction broker between Fizz and CIBC mastercard is resolved.

      How to change your payment method: How do I update my payment method or credit card information? | Fizz

      What payment methods can I use? | Fizz

      To pay for your Fizz plans, you can use:

      • A Visa or Mastercard credit card
      • A prepaid Visa or Mastercard
      • A Debit Mastercard or Visa Debit card

      Only one-off payments are accepted with Vanilla prepaid cards

      To get in touch with Fizz:

      image.png


    • Posts: 4 ✭✭

      la carte prépayée Vanilla ne fonctionne pas non plus!

    • Posts: 10 ✭✭

      Bien dommage mais ça ne répond pas à ma question.

    • Posts: 729 ✭✭

      C'est quoi votre question?

      Keep in mind this is the english forum. French is here: Discussions récentes — Fizz Community Hub

    • Posts: 729 ✭✭

      Vous avez suivi les étapes sur https://fizz.ca/fr/faq/comment-mettre-a-jour-mon-mode-de-paiement-ou-ma-carte-de-credit?

      Je vous encourage de creer un post sur le forum francais, Discussions récentes — Fizz Community Hub

      Ceci est le forum anglais.

    • Posts: 3 ✭✭

      I am having the same issue.

      My credit card for some reason was no longer accepted although was fine for months! I only have one credit card. Tried my husbands card and that did not work! Tried a tangerine visa debit card - but it has no csv code so that got rejected too!

      I’m so frustrated they will suspend my plan in four hours at midnight

      why penalize the customer when it’s a technical issue on the fizz side.

    • Posts: 1,784 ✭✭

      @Daisy888

      Hi Daisy, Whizz gave you an answer in your other post.

      "......I'm sorry to hear that you are experiencing some issues while trying to pay for your monthly plan. I just verified your account, and I noticed that you indeed contacted our customer service, and there is a ticket that is currently under investigation. I can assure you that our technical team will take care of this matter and everything will work out well. If you still need further assistance, please feel free to contact us in private and we will be there for your.....)

      Here is the link:

      https://forum.fizz.ca/en/discussion/2637749/urgent-my-account-will-be-disactivated-my-regular-payment-rejected-new-card-rejected

      Hoping everything gets better soon.

    This discussion has been closed.

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