Unanswered question

My account is blocked in the middle of a payment period, what can I do?

My payment period starts on 19th. On Feb 11, I received an email says my credit card is rejected, and at the same time my account was blocked. I cannot use my phone, and cannot logon Fizz.ca. What can I do? Thanks.

Jeffrey
Jeffrey

Jeffrey

User level
Level
1
133 / 750
points

Answers

Jeffrey
Jeffrey

Jeffrey

User level
Level
1
133 / 750
points

Here is the email:

No-reply Fizz <no-reply@support.fizz.ca>
Mon 2019-02-11 1:41 PM
Bonjour,

Nous constatons que la dernière transaction de paiement pour votre forfait Fizz ait été refusée par votre banque.

Soyez avisé que nous analysons présentement cette situation et que nous nous réservons le droit de suspendre votre compte sans autre préavis si nous jugeons que cette mesure est nécessaire afin de protéger le détenteur de la carte de crédit.

L’équipe Fizz

Hello,

We notice that the last payment transaction for your Fizz plan has been rejected by your bank.

Be advised we are currently analyzing the situation, and that we reserve the right to suspend your account, without any other prior notice, if we deem it necessary to protect the credit card holder.

The Fizz team

Anne
Anne

Anne

User level
Level
4
5000 / 5000
points

Your payment was charged back . So your current month payment failed. Please contact Fizz asap before they permanently block.

ALLISON
ALLISON

ALLISON

User level
Level
4
5000 / 5000
points

This has happened to at least a couple of other people this week, based on questions I've seen in the forums. What's going on? Programming bug? Overzealous fraud detection? Particularly annoying since you then have to create another account to even communicate with Fizz as to what's going on.

Jeffrey
Jeffrey

Jeffrey

User level
Level
1
133 / 750
points

My payment period starts on 19th, and Jan 19th payment was normal, but Feb 11 Fizz sent me an email said the payment was rejected! and they blocked my number and my web access right away!
I doubled checked with my bank and on my bank's website, that transaction is 20 days old and is perfectly normal. No rejection at all!
The worst part is, I tried my best chatting with Fizz on Facebook with many reps, spent many many hours, and smoked 3 times more cigarettes in past 3 days, and all they said is they can absolutely do nothing! They just wanted me to wait till someone contact me!
If no one contact me in 7 days, I guess I will lose my number, right?
So, even if you have internet, in this case, I don't know what you can do. At least, so far I have tried everything, and still blocked. I have internet at home and in office, and my work hour is flexible, and I still cannot make it. If you are in the same situation, sorry, but all I can say is: Good luck!

Jeffrey
Jeffrey

Jeffrey

User level
Level
1
133 / 750
points

By the way, I already referred 6 people joined Fizz. Now I feel really sorry for those 6 people.

Jeffrey
Jeffrey

Jeffrey

User level
Level
1
133 / 750
points

It's not a technical issue, shouldn't be difficult. Someone just need to unblock my account. It's simple like that.

They cut me just because their own mistake, and there is no way to contact them.
Making mistake is not a problem, especially for a new system like Fizz;
however, do not fix the mistake when you know it's a mistake, that is a problem.
Fixing the mistake is so easy - they just need to unblock me, and figure out the reason later.
They just don't do it, and do nothing but let me waiting, forever.

That's really bad :(
I had problem at first with my transfert and they resolved it via Facebook Messenger quickly. Keep us updated about your situation please!

Jeffrey
Jeffrey

Jeffrey

User level
Level
1
133 / 750
points

Am I targeted and punished by my comments on this post? SMS (2-factor authentication) issues https://community.fizz.ca/questions/1808946-sms-2-factor-authentication-issues ? I am not sure.

Anne
Anne

Anne

User level
Level
4
5000 / 5000
points

Use chat to reach support faster. This is not a big deal, you need deal with fizz directly to fix it. This is user community,. All are volunteers.

ALLISON
ALLISON

ALLISON

User level
Level
4
5000 / 5000
points

Follow the complaints process set out by Fizz in this article.
https://fizz.ca/en/faq/resolving-issues-step-3

Jeffrey
Jeffrey

Jeffrey

User level
Level
1
133 / 750
points

I have gone through all the channels, including many times many hours Facebook chatting, website chatting, and formal complaint form. Nothing worked. All they tell me is that they can do nothing, and let me wait for someone contact me which never happen. It has been 4 days! They charged me normally and successfully, and blocked me in the middle of a payment period! It's outrages!!!

ALLISON
ALLISON

ALLISON

User level
Level
4
5000 / 5000
points

At that point, it might be time to move to step 3 of their complaints process.

Jeffrey
Jeffrey

Jeffrey

User level
Level
1
133 / 750
points

I already did step 3 - complaint. did not help

ALLISON
ALLISON

ALLISON

User level
Level
4
5000 / 5000
points

It will take a few days for the complaint to be processed.

MT
MT

MT

User level
Level
4
5000 / 5000
points

Fizz needs to take a serious step to revise their billing system.
.
Many service providers out there with Prepaid system who do NOT cut customer service because of credit card issue or payment issue and specially when it's due to their own bug.
.
Reduced customer service business model does not mean don't care about customers.

ALLISON
ALLISON

ALLISON

User level
Level
4
5000 / 5000
points

@M.T. The quick cut off wouldn't be such a problem if you could log into your account and choose to make an immediate payment, or go out to a store and buy a prepaid card to top it up--those options are both available with other prepaid cell providers as far as I am aware. If they want to provide minimal customer service, they should be providing better self-serve options.

Jonau
Jonau

Jonau

User level
Level
1
246 / 750
points

This is a very sad and unacceptable situation.
There are other users in the same situation recently.
https://communaute.fizz.ca/questions/1897526-compte-actif...
https://community.fizz.ca/questions/1894744-outrageous-blocked-without-warning-advance

Jonau
Jonau

Jonau

User level
Level
1
246 / 750
points
Zef
Zef

Zef

User level
Level
2
878 / 2000
points

This happened to me twice last month.No explanation from fizz.But mobile and internet works well-no complains.