Refund Issue After Failed Number Transfer

Hi everyone,

I’m posting here because I’m extremely frustrated with how my refund request has been handled.

I originally tried to transfer (port in) my existing phone number to Fizz, but the transfer failed. After that, I requested a refund on Jan 25.

Customer service told me that I had to select a phone number first in order to be eligible for a refund. This honestly didn’t make sense to me, but I followed their instructions and opened Ticket #384707.

On February 11, I received a reply confirming that I needed to select a number and then cancel my subscription to receive the refund.

So I selected a random number the same day and immediately cancelled the subscription.

However, as of today, I still have not received my refund.

I contacted Fizz again and submitted another ticket #386983, and now I’m being told that I had to cancel within 15 days to be eligible for a refund. That is completely inaccurate — I cancelled on the very first day I selected the number.

Also, I have never used any Fizz service during this entire process.

This situation is extremely unreasonable and frustrating. I followed every instruction given by customer service, yet I’m still being denied a refund.

Can someone from Fizz please review and clarify what is going on?

Thank you.