Why Fizz doesn't care about their customers

Options
Stiboot
Stiboot Posts: 4
edited May 15 in Internet
Hello everyone,

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

  • elena code xzi4t
    elena code xzi4t Posts: 5,957 ✭✭
    Options

    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

  • kaitokun
    kaitokun Posts: 411 ✭✭
    Options

    Sorry you probably have to contact support for this.

  • wenhan
    wenhan Posts: 160 ✭✭
    Options

    Contact support. If issue isn't resolved, you can only escalate to CCTS and make a formal complaint there.

  • wenhan
    wenhan Posts: 160 ✭✭
    Options

    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.

  • Zorrino_WT31T
    Zorrino_WT31T Posts: 1,930 ✭✭
    Options

    I am sorry about this situation encountered

  • soulchief
    soulchief Posts: 100 ✭✭
    Options

    I'd assume any post with an external link requires approval.

  • Stiboot
    Stiboot Posts: 4
    Options
    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 !
  • wenhan
    wenhan Posts: 160 ✭✭
    Options

    not link. I just mentioned the abbreviation of the organization starting with C and it said it needs to be approved.

  • Mark123_2024
    Mark123_2024 Posts: 2,779 ✭✭
    Options

    For the links too. You are not allowed to post external links.

  • wenhan
    wenhan Posts: 160 ✭✭
    Options

    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.

  • Mark123_2024
    Mark123_2024 Posts: 2,779 ✭✭
    Options
  • Whizz
    Whizz Posts: 20,013 admin
    Options

    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 https://fizz.ca/en/faq/how-do-i-subscribe-to-fizz-home-internet
    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: https://fizz.ca/en/faq/how-do-i-manage-appointment-technician-visit-my-service-address

    We count on your kind understanding and cooperation.
    Have a wonderful day.
    -Mihai, Community Moderator

This discussion has been closed.