change plan issue - bad experience

Chengkun C.
Chengkun C. Posts: 4 ✭✭
edited July 2023 in Internet

I made a request to change my mobile plan for next month and soon got email confirmation to present the request received by FIZZ on June 21st. I thought it was handled properly by Fizz side and I should be able to use the new plan from the next billing cycle, i.e. June 30.

However, on June 30, I didn't see my new plan was taking effect. I wanted to subscribe to a monthly plan with a large amount of data package to consume during traveling in July. So, I reported this issue to Customer Service, and a ticket was opened and forwarded to technical deportment to resolve. I understood and actually was happy so far.

After about one week, the issue ticket was updated to close and asked me to resubmit the change request. That is to say, I have to wait until July 30 to see the new plan applied. WTH!!!

From the very beginning, I followed the plan change instruction to adjust my plan without violating the FIZZ policy. It failed due to FIZZ backend system technical issue, not my fault! Now, it is causing lots of inconvenience to me. If it cannot be fixed somehow to be original, FIZZ should consider making some compensation to mitigate the unpleasant experience.

Answers

  • Jess_i88b6
    Jess_i88b6 Posts: 14,005 ✭✭
    edited July 2023

    Hi @Chengkun C.

    This it was a common problem, multiple user reported it

    You need to contact the support by chat, one user got at least 10$ discount

    You can chat in direct

    • Sign into your account

    • Follow the link on this page: https://fizz.ca/en/faq/im-unable-log-my-fizz-account-what-do-i-do

    • Wait 3 seconds for the green bubble with a '❔' appears at the bottom right of the browser, if you use a phone you must use it in desktop or horizontal mode

    • Choose the option 💬 chat

    • If the green bubble does not appear make sure your ad blocker is disabled, otherwise try with another browser.


    Or by private message on Facebook: https://www.facebook.com/fizzca/

    Probably the @Whizz can help you out, since it is a common problem

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 8,421 ✭✭

    Even @Whizz is not replying these days ☹️.

  • Jberard
    Jberard Posts: 3 ✭✭
    edited July 2023

    Same here. Very disappointed in the "customer service" related to this issue. Only support provided was along the lines of "please reapply for the plan change next month...better luck next time." I need the US coverage that I applied for this month, not next. It seems like it was a very widespread system problem that they don't really want to acknowledge for some reason. Shame, really. I now need to be won back, and they don't seem to want to make the effort.

  • Sébastien code ZXEL1
    Sébastien code ZXEL1 Posts: 7,758 ✭✭

    he had a problem with fizz, several of us had the same problem.. yes, you can ask for some compensation, to contact the green bubble support at the bottom right. https://fizz.ca/en/support

  • FizzyFizz JQMPM
    FizzyFizz JQMPM Posts: 6,899 ✭✭

    I believe customer service is less reachable than usual because they are probably affected by the migration of service due to the moving day of last week.... they will certainly catch up... unfortunately there have been a lot of widespread issues during the last few weeks

  • AK20230110
    AK20230110 Posts: 5,107 ✭✭
    edited July 2023

    You can ask!

    We are users here, to have aid you need to contact support!

    https://fizz.ca/en/support

  • Whizz
    Whizz Posts: 23,502 admin

    Hello Chengkun C. 

    You have our apologies for this issue. There was an error in the system which generated the cancelling of the plan change.
    I verified and saw that you already contacted us in private. Rest assured that a proper solution will be found :)
    If you have any other questions, you can contact us anytime in private from this link: https://fizz.ca/en/support

    Have a great day,
    -Georgian

This discussion has been closed.

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