Been left on read by bot/agent, need help.
ilona007
Posts: 2 ✭
On july 20th 2025, I transferred my phone number to another cell phone provider. I got an email confirmation that it would. Ive been using my phone number with the new provider for now nearly 2 months. According to this email confirmation, the transfer was meant to cancel the current phone plan with Fizz. However, upon looking at my bank statements, I realized that I was still charged full amounts in august and september for a phone plan i do not use and a phone number that doesnt even belong to fizz anymore. When I asked the bot about it, it said it would "transfer me to an agent" which never happened. I waited for an hour on the open contact tab, sending numerous messages to check in and had no response from no one, not the bot, not the agent.
Totally left on read.
On july 20th 2025, I transferred my phone number to another cell phone provider. I got an email confirmation that it would. Ive been using my phone number with the new provider for now nearly 2 months. According to this email confirmation, the transfer was meant to cancel the current phone plan with Fizz. However, upon looking at my bank statements, I realized that I was still charged full amounts in august and september for a phone plan i do not use and a phone number that doesnt even belong to fizz anymore. When I asked the bot about it, it said it would "transfer me to an agent" which never happened. I waited for an hour on the open contact tab, sending numerous messages to check in and had no response from no one, not the bot, not the agent.
Totally left on read.
0
Answers
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Hello ilona007,
We are sorry to hear about the situation encountered with the phone number transfer.
Due to the high number of requests, the waiting time to be assisted by a real agent can be higher than expected.
From what we were able to see in our tools, you were able to discuss with the online customer service agents regarding this situation and they forwarded a ticket to the technical department in order for them to investigate further.
The ticket is visible in your Fizz account, in My Settings- My Tickets and as soon as they will have an update, you will be notified by your email address.
Your understanding and patience are highly appreciated.
Have a nice day.
-Lavinia, Community Moderator1
This discussion has been closed.