Why Fizz doesn't care about their customers
I'm having a serious issue with FIZZ and I'm looking for advice. Here's the situation:
I applied for an internet subscription and paid the corresponding fees. A technician came but was unable to access the electrical room to connect my apartment. I was later informed that the technician needed to come on a weekday, from Monday to Friday. Unfortunately, no one showed up the following Monday as planned.
A week later, without any communication, I received an email stating that my request had been canceled. I've tried to resolve this by contacting customer service multiple times, but their responses have been unsatisfactory (You need to submit a new request). They still haven't refunded the fees from the first request, which prevents me from submitting a new subscription request.
To summarize:
• I paid for a service that was not provided.
• The technician couldn't access the electrical room.
• No new appointment was scheduled.
• My request was canceled without adequate explanation.
• I still haven't received a refund.
I'm at the end of my patience. If this issue is not resolved quickly, I will report this transaction as fraudulent to my bank and consider canceling my mobile plan with them as well.
Do you have any suggestions on how I could resolve this issue or any additional actions I could take? Thanks in advance for your advice !
Answers
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Hi @Stiboot
After the second delete appointment, the system automatically closes the order and refund (the refund can take couples of days)
You need to open a new order sorry
ps I am a user
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Sorry you probably have to contact support for this.
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Contact support. If issue isn't resolved, you can only escalate to CCTS and make a formal complaint there.
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Wow. I tried to reply with the next steps to submit a formal complaint if the issue is not resolved. But the form gave the message the post needs to be approved. Fizz might be censoring posts relating to the regulatory agency. Google "How to File A Complaint About An Internet Provider" to find information on it.
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I am sorry about this situation encountered
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I'd assume any post with an external link requires approval.
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Thanks guys for your feedback, but the issue is they didn't even bother to answer my last email, and they didn't mention it that the first transaction will be refunded, they've just ignored me !0
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not link. I just mentioned the abbreviation of the organization starting with C and it said it needs to be approved.
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For the links too. You are not allowed to post external links.
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I literally just said I did not post a link. All I wrote was you can submit a formal complaint to the regulatory organization starting with C.
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I see. Sorry for the misunderstanding. 😐
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Hello @Stiboot,
I am very sorry for this experience you had.
I can assure you that is not the kind of experience we want to offer to our customers.
After verifying your account I noticed that you did not received the refund for the first order you have made.
For this situation I have escalated you ticket to the technical team to resolve this and make the refund to you.
You will be able to follow the ticket progress in your account under My settings>My tickets.
Once we will receive an answer from them we will inform you via email with their response.
If you would like to try and make a new order request for the home internet plan you can do it directly from your account under My plans>Create my plan.
Here is an FAQ about this
As for the technician arriving there are couple of things that you need to keep in mind.
A person over 18 years old must be present. If not, the technician cannot complete the work, and a new appointment will have to be scheduled.- Your equipment should be easily accessible. Move ahead of time any furniture that may complicate things.
- If you’re the owner of a household pet, please keep it away from the rooms where the technician will be working.
If you are a building tenant, have the owner’s written authorization beforehand should the technician need to drill, for example, a hole in an exterior wall.
The electrical room also needs to be accessible for the technician to be able to do his work there.
All this information can be found here:
We count on your kind understanding and cooperation.
Have a wonderful day.
-Mihai, Community Moderator2
