Fizz Wants My ID and Credit Card… Just to Change My Email?!

alibeysoft
alibeysoft Posts: 13 ✭✭
edited February 20 in Your Fizz Account

I thought changing my email on Fizz would be simple, maybe a confirmation link, a quick security check, you know, normal procedure. But nope! Instead, I was told I had to go through a third party chat and talk to a bot that sent me to a rep, who asked me to provide, wait for it…:

  • A photo of my ID
  • A photo of my credit card (and use my hand to cover the first 12 digits)

For an email change. Not a lost account. Not a security breach. Just me, wanting to update my own email while still having full access to my account.

I mean, they never asked for my ID when I first subscribed. So why now? How does changing my email suddenly require handing over sensitive personal documents through a chat window hosted on whatever third party provider!!

How is this even reasonable?

Best Answer

  • Whizz
    Whizz Posts: 24,129 admin
    Answer ✓

    Hello @alibeysoft,

    Thank you for letting us know about this situation.

    I want to inform you that I have sent you a private message regarding this situation.

    If you have any more questions, please reply to the message received or contact us from the support page here: https://fizz.ca/en/support

    We appreciate your understanding.

    Have a good one!
    -Vlad, Community Moderator

Answers

  • elena code xzi4t
    elena code xzi4t Posts: 10,362 ✭✭

    this is only to be sure that you the right person

    It is for our protection

  • alibeysoft
    alibeysoft Posts: 13 ✭✭

    So you're not sure it's me if you send me a confirmation SMS, a link to my new and old email?

  • G225 code IRSGE
    G225 code IRSGE Posts: 5,085 ✭✭

    Hi, on the forum, we are volunteers. To fix this kind of thing, you have to go through Fizz's support online, by chat or privately. It is important that the Fizz is 100% sure that the request is made by the right person.

  • elena code xzi4t
    elena code xzi4t Posts: 10,362 ✭✭
    https://forum.fizz.ca/en/discussion/comment/6984571#Comment_6984571

    I can agree with you that it is overkilling, but a double confirmation in email, and sms it will be enough

  • alibeysoft
    alibeysoft Posts: 13 ✭✭

    So let me get this straight, I can do all of the following with zero verification or chat hassle:

    • change my name
    • change my address
    • change my birthdate
    • change my phone number
    • change my credit card
    • change my password
    • add a new phone number
    • add a new internet line
    • buy a phone

    But if I want to change my email address, suddenly I have to send a clear photo of my ID AND my credit card through chat?

  • G225 code IRSGE
    G225 code IRSGE Posts: 5,085 ✭✭
    edited February 20

    All is write here:

    How do I change my personal information ?

  • alibeysoft
    alibeysoft Posts: 13 ✭✭
    edited February 20
    https://forum.fizz.ca/en/discussion/comment/6984586#Comment_6984586

    That does not change the fact that it's completely unreasonable.

    Can you at least disclose which chat platform provider are you even using? I’m not comfortable sending official documents if they’re being handled by some reckless third-party service. Transparency and confidentiality matters .

    And please, tell Fizz Product Managers that they can, and should, do better.

  • G225 code IRSGE
    G225 code IRSGE Posts: 5,085 ✭✭
    edited February 20

    For your suggestion write private message to @Whizz or here

    Contact us | Fizz

  • PiLaLa
    PiLaLa Posts: 1,391 ✭✭

    It is to protect you against someone who would like to take control of your account, it is a good thing even if it is embarassing

This discussion has been closed.

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