Modem returned, I was charged 3 weeks later.... - COMMUNITY BEWARE WHEN CANCELLING
I am reposting this message to share with the community my experience with closing my home internet account.
- At the end of November I cancelled my service as I was leaving Canada.
- I was billed for the following month although online support assured me that I would not be charge for future months.
- When I requested a refund, I was told that I would be refunded the overcharged month once Fizz received my modem.
- I sent my modem back to Fizz on the day I cancelled the service. Due to the postal strike, the delivery to Fizz offices in Boucherville,QC was delayed.
- Fizz signed for and received the modem on Dec. 19, 2024. I was subsequently refunded the overcharge monthly fee on Dec. 21.
- Over 3 weeks later on Jan 11, 2025, I was charged for the modem.
- On January 11, I contact online support, sent the tracking/signature confirmation, and was told to 'just wait'. As that was not a satisfactory answer, I also posted here, and created a ticket (something the rep would not do).
- Fizz responded to my email as follows
Thanks for your patience and i'm really sorry about processing delay.
Now after verification, this situation has been reported to our dedicated team and i assure you that the necessary will be made as quickly as possible, and you will be refunded in the next hours.
I'm counting on your patience.
Have a good day.
-Alexis, Team Fizz.
9. On January 12, 'some hours' had passed and I asked for an update. I received the following email.
Thank you for reaching out to us.
We would like to inform you that your refund was successfully processed on January 11, 2025, at 1:08:30 AM.
10. Ridiculous - on January 11 at 1:08:30AM, Fizz posted a refund of $3 AND ALSO CHARGED ME $258.69 in a separate transaction. So, NO FIZZ, you have not refunded me for the modem that I should not have been charged for in the first place.
Waiting not so patiently for someone who can read and understand the situation to promptly refund my money and offer an explanation as to why both the billing and support departments have such little competence.
Answers
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This is getting out of hands I saw many post about that. I realy hope you will get your refund!
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@Whizz - BTW - thanks for link about how to return a modem. If you had read my post, you would have seen that I returned my modem as per Fizz's instructions, and that they had received it as per Canada Post tracking, and that I sent that tracking information and a pic of the signature to support.
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Hello lesleevdp,
We are sorry to hear about the situation encountered with the refund and the modem return process.
Due to the Canada Post strike, our competent department in charge of the modems return had a high volume of packages to verify and process therefore this is why there are some delays in completing the orders.
It can be unpleasant however our teams are doing the necessary to resolve this matter as soon as possible.
They have verified again and the modem return order from your Fizz account was successfully completed therefore you also received the refund for the charge taken for it.
You can see it already in My Settings- Transaction History and in your bank account it will take a few business days.
Here are more details: https://fizz.ca/en/faq/where-can-i-see-my-transactions-and-orders
We noticed as well that the cancellation order remained in progress therefore for this, a ticket was also created for the technical team.
In order to see it, you can access My Settings- My Tickets and as soon as they will have an update you will be notified on the email address linked with your Fizz account.
You can also discuss with our online customer services agents in case you need further assistance regarding this subject.
They are available at any hour and they will gladly assist.
Your understanding is highly appreciated.
Have a wonderful day.
-Lavinia, Community Moderator0
