Sim card activation problem

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Juan G. #29462
Juan G. #29462 Posts: 187 ✭✭
edited July 10 in Your Fizz Account

When I use my number, it says that I need to change my SIM card because it is not compatible with VOLTE. OK, fine, it is annoying but I understand... So I purchased a new physical sim card, and I tried activating it several times. Every time I go until the end of the process, the site says that “there was an error, try again later". I tried in 2 different browsers, on phone and on desktop, with and without private mode, during a few hours.

Finally, I contacted fizz chat and talked with "Fally". The agent went through "standard" requests (try different browser, send a screenshow, etc.)... and then requested the photo of my credit card under the pretext that they need to "simulate" the error to submit a ticket. I refuse to provide a photo of my credit card to anyone, including Fizz, as it goes against bank's recommendations and, for obvious reasons, this is highly insecure. The agent refused to create a ticket, and, basically, I am now in the position where I cannot use my phone because of the change imposed by Fizz, and at the same time I cannot activate a new SIM card because of the absolutely absurd demand to provide a photo of credit card through chat to someone.

What are my options here? Cancelling fizz?

Answers

  • G225 code IRSGE
    G225 code IRSGE Posts: 6,939 ✭✭

    Hello, you hide the numbers except for the last 4.It's normal, it's to prevent SIM card fraud. It's to protect us.Fizz is only online and to ensure that you are the real owner, they must identify you.Completely normal.

  • Whizz
    Whizz Posts: 25,462 admin
    edited July 10

    Hello @Juan G. #29462 ,

    I am sorry for your situation.
    I kindly inform you that this is a security measure, we have to validate your identity in order to be able to make the SIM card change for you.
    The prevention of fraud and identity theft is taken very seriously at Fizz. Our chat service is a secure channel.
    I understand this procedure may seem excessive, but fraud and identity theft attempts are very frequent. This is the best way to confirm you are who you say you are and protect you.
    If you still encounter this issue while trying to change your SIM card from My plans, Manage, Change my SIM, please contact us by chat to help you with the change. 
    The SIM card changes can be done between 6 AM and 11 PM.
    Please contact our FAQ too:https://fizz.ca/en/faq/how-can-i-change-sim-associated-my-mobile-plan

    Thank you for your understanding.
    Have a wonderful day,
    -Simona, Community Moderator


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