Does Fizz have to honour Internet plan price due to display issue?

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yuzumi
yuzumi Posts: 117 ✭✭
edited June 27 in Internet

Last month I decided to upgrade my Internet plan from 60 MBPS to 400 MBPS because I saw a good deal for about the same price monthly. A few days later when the new cycle started, I was charged a higher price for which I contacted support who issued me a refund for the difference. However this month when the new bill came in, I was still charged the higher price and when I contacted support, they told me it was just a display issue so I did not actually get any deal. Has this ever happened to you and if so, does Fizz have to honour the deal price even though it was a display issue?

TIA! 😊

Best Answers

  • yuzumi
    yuzumi Posts: 117 ✭✭
    Answer ✓

    I have an email showing the deal price ($43 before taxes or $49.44 after).

  • naveed
    naveed Posts: 12 ✭✭
    Answer ✓

    I agree that since this is an online company, what you show online to attract a customer should be what you abide by. Otherwise you can use the display excuse with every promo or pricing online. Just my $0.02. gl fighting it

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 9,725 ✭✭
    Answer ✓

    @yuzumi said:
    I have an email showing the deal price ($43 before taxes or $49.44 after).

    If you have this email, then definitely Fizz should honour this price. If Fizz refuses, open a case with CRTC.

  • Andrei_ref_R7VK1
    Andrei_ref_R7VK1 Posts: 9,725 ✭✭
    Answer ✓

    @yuzumi said:
    I have an email showing the deal price ($43 before taxes or $49.44 after).

    My previous message was not approved by moderators. Repeating it again.

    Keep your email as a confirmation, if Fizz refuses to honour the promised price, then open a case with C.R.T.C.

  • yuzumi
    yuzumi Posts: 117 ✭✭
    Answer ✓

    Thanks everyone! 🙂‍↕️

  • Alexsolo
    Alexsolo Posts: 800 ✭✭
    Answer ✓

    @yuzumi said:
    Last month I decided to upgrade my Internet plan from 60 MBPS to 400 MBPS because I saw a good deal for about the same price monthly. A few days later when the new cycle started, I was charged a higher price for which I contacted support who issued me a refund for the difference. However this month when the new bill came in, I was still charged the higher price and when I contacted support, they told me it was just a display issue so I did not actually get any deal. Has this ever happened to you and if so, does Fizz have to honour the deal price even though it was a display issue?

    TIA! 😊

    I'm currently fighting this issue with Fizz.
    I was shown an upgrade from my 30mbps plan (35$) to a 940mbps plan would be 54$. No mention that the price included the discount of 6$ bonus I have applied.

    I messaged Fizz and instead of honouring the price, they simply stated it was an account technical issue and "fixed" it.

    They have not yet honoured the price and are actively going against the consumer protection laws of Quebec.

    I have contacted the CRTC and the Office du protection du consommateur regarding this issue. Hopefully we can come to a satisfactory resolution at the end of this ordeal.

Answers

  • Mark123_2024
    Mark123_2024 Posts: 7,058 ✭✭

    @yuzumi said:
    Last month I decided to upgrade my Internet plan from 60 MBPS to 400 MBPS because I saw a good deal for about the same price monthly. A few days later when the new cycle started, I was charged a higher price for which I contacted support who issued me a refund for the difference. However this month when the new bill came in, I was still charged the higher price and when I contacted support, they told me it was just a display issue so I did not actually get any deal. Has this ever happened to you and if so, does Fizz have to honour the deal price even though it was a display issue?

    TIA! 😊

    I saw some deals at a point but I did not change my plan because it was too good to be true.

  • the_lebuis
    the_lebuis Posts: 29 ✭✭

    I think they have to honor the price on the page wich they did by offering you the rebate on the first month. After that innitial rebate you got aware of the real price after that they are fine cause you arent expecting to pay a lower price anymore. The contract you have got the right price on it if it did not they would be obligated to match the price on the contract. Your screenshoots dant really have any value, I could go right now on the site and edit the html for all the plans to be 11$ and grab a screen capture.

    It is what it is.
    Have a good day

  • jvh_NVPF2
    jvh_NVPF2 Posts: 1,627 ✭✭
    edited June 26

    I've seen it mentioned on other forums that the price that's displayed is the price subtracted by your upgrades. You should check the website itself to see the base price just to be sure.

  • alexanderluo10890
    alexanderluo10890 Posts: 775 ✭✭

    @jvh_NVPF2 said:
    I've seen it mentioned on other forums that the price that's displayed is the price subtracted by your upgrades. You should check the website itself to see the base price just to be sure.

    Not sure why Fizz displayed the price by subtracted by upgrades and this confused many people.

  • JFC15
    JFC15 Posts: 67 ✭✭

    I think it would be easier to understand if Fizz displayed the price without rebate and the price with rebate. It would avoid any confusion.

  • yuzumi
    yuzumi Posts: 117 ✭✭

    For clarification, the prices for all plans displayed last month did not include the rebate. It was a larger gap than the rebate I have. I reached out and they have created a ticket for me to resolve the issue. They also proposed to give me a partial refund while they investigate. 😊

  • robocop_antoine
    robocop_antoine Posts: 4 ✭
    This has never happened to me but I can't exclude it could happen to you.
  • yuzumi
    yuzumi Posts: 117 ✭✭

    @Alexsolo said:

    @yuzumi said:
    Last month I decided to upgrade my Internet plan from 60 MBPS to 400 MBPS because I saw a good deal for about the same price monthly. A few days later when the new cycle started, I was charged a higher price for which I contacted support who issued me a refund for the difference. However this month when the new bill came in, I was still charged the higher price and when I contacted support, they told me it was just a display issue so I did not actually get any deal. Has this ever happened to you and if so, does Fizz have to honour the deal price even though it was a display issue?

    TIA! 😊

    I'm currently fighting this issue with Fizz.
    I was shown an upgrade from my 30mbps plan (35$) to a 940mbps plan would be 54$. No mention that the price included the discount of 6$ bonus I have applied.

    I messaged Fizz and instead of honouring the price, they simply stated it was an account technical issue and "fixed" it.

    They have not yet honoured the price and are actively going against the consumer protection laws of Quebec.

    I have contacted the CRTC and the Office du protection du consommateur regarding this issue. Hopefully we can come to a satisfactory resolution at the end of this ordeal.

    Good luck! I think I saw the same price for the 940MBPS last month but opted for the 400MBPS one. However in my case the difference was more than my $2 rebate, so that was definitely not the issue. A specialised team is taking care of my ticket after I made a complaint to Fizz, but hopefully I won't have to escalate the issue to the CCTS...

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