What is wrong with escalated support?

Linsford
Linsford Posts: 2 ✭
edited February 9 in Your Fizz Account
Hey folks. I have been waiting for 7 days with zero help from support. My phone fell down a hole in the ice which sucks already. Then when I go to activate a new sim card apparently my address doesnt match even though the payment method I have used to pay for years matches my ID. What in the world is going on, I can understand 48 hours but 7 days without an update is insane. I cannot access my mobile banking, tooling for work ect all because it relays on 2FA. As a customer of over 5 years this is absolutely insane.7 days gone now which I am also freaking paying for! I work in remote customer service so I understand the processes but as an advisor I sure as hell can help our customers and increase urgency if needed. Fizz is great if you only require an active phone plan with zero support. Seriously dumfounded right now.

Best Answer

  • Whizz
    Whizz Posts: 24,042 admin
    Answer ✓

    Hello Linsford,

    We are sorry for the uncomfortable situation you are going through. I assure you that this is not the service we want to provide.

    I verified your account, and I can confirm that this case was escalated to our dedicated department due to a mismatch between the information in your Fizz account and the documents provided.

    I am happy to inform you that the sim card change was recently completed. Due to security reasons, your new sim card will be activated in about 30 minutes. After the time has passed and you insert the new sim card, please restart your phone.

    We are sorry for the delay and we appreciate your understanding in this situation.

    Have a good one!
    -Vlad, Community Moderator

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