Answered question

No option for manual payment??

I received an email TODAY that my payment failed. and TODAY, i can't make any calls and my service was interrupted.
Now, I have no clue why the payment failed, since my credit card info is the same as what i have used before, which worked for the last 3 payments, and nothing has changed/still valid card.
I am also not able to pay manually "for security reasons, that option is not available". I now apparently have to wait 24h before another payment attempt, and before my account can be reactivated.
This is outrageous and just unacceptable to penalize your customer for no fault of their own AND without providing them another alternative for payment!

Antsa Randriamihaja
Antsa Randriamihaja

Antsa Randriamihaja

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Is your credit card expired?
You can update your credit card or other payment information any time. To prevent overdue payment, the update must take place 24 hours before the start of your plan’s next payment cycle to ensure your account is updated in time for your next payment.

To update your payment method Go to My Plans in your account. Click on Manage > Payment method.

You must add a new credit card before removing an old credit card from your account.

Was your payment rejected?
If your credit card payment was rejected, you have until 11:59 p.m. on the first day of your next payment cycle to pay the amount due or your service may be suspended.
You will have a 7-day grace period after the start of your next payment cycle package to keep unused data and rewards in your mobile plan.
After this 7-day grace period your SIM card can be disabled and your phone number made available to other Fizz customers. You will also lose any Fizz rewards.
This process occurs automatically; you will receive automated reminders. To fix this situation, contact customer service via chat.

Raluca

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Other answers

Nate
Nate

Nate

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That sucks... would hate to have the same problem and worse have internet cut off.
All if not all our services are tied to the Internet service, VOIP (landline) - Alarm, IPTV, Security Cameras, School Work...etc

Fizz should probably set up a temporary triage to filter out common problems which can be resolved by FAQs or KB from the community vs Showstoppers and iron out those critical problems which can be easily solved by talking to an actual person.... things that the community wouldnt necessarily be able to solve.

Nate
Nate

Nate

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This is my 2nd attempt to write my suggestion... for some reason what i first wrote got "lost" or "deleted"!

If this would happen to me, I will probably be frustrated as well. These days all services revolves around the Internet Service ... Your VOIP Landline..indirectly Your Alarm System, IPTV, Security Cams, School, Banking..etc

I can understand the service is beta but the Accounting, Billing Troubleshooting issues should at least have an actual person to talk to as most of the issues can be resolved quicker that Technical Issues... May be Fizz can set up a automated TRIAGE to filter out those issues and have someone call the clients ( if they do not wish to have someone readily available).

Hope it gets resolves fast.

EDIT: Seems my first post *magically* reappeared :P...

Antsa Randriamihaja
Antsa Randriamihaja

Antsa Randriamihaja

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I have contacted Fizz via messenger, and they can't do anything about it. I just have to be patient apparently.

Antsa Randriamihaja
Antsa Randriamihaja

Antsa Randriamihaja

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Here is a screenshot of my correspondence with a Fizz representative.

Hi Antsa,

I can see that an answer has been given to you in private. If your issue isn't resolved, please contact us again by chat or private message on Facebook.

Have a lovely day!

Radu

Antsa Randriamihaja
Antsa Randriamihaja

Antsa Randriamihaja

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Hello Fizz team,

Yes I did connect with a representative from Fizz via messenger, however, as mentioned in my post, nothing could be done. I would appreciate any help to reactivate my account.

MT
MT

MT

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4
5000 / 5000
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What Fizz need to do is to apply the payment before the beginning of the cycle so if something should happen the service would not be cut.
.
So what we need to do is to ask Fizz to change their billing system and apply the payment at least 7 days or more before the beginnning of che cycle.

Galerias
Galerias

Galerias

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44 / 100
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Totally agreed that it is outrageous and just unacceptable to penalize a customer for no fault of their own AND without providing them another alternative for payment!

I was about to order a sim but this is a show stopper for me. Cannot believe how little regard Fizz has for providing a continual essential service. Personally, it would be comparable to cutting my off my furnace.

Does this also mean that I will be unable to port out my Fizz number to another provider due to an unwarranted suspension of a Fizz account?

Antsa Randriamihaja
Antsa Randriamihaja

Antsa Randriamihaja

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UPDATE: After reentering the exact same credit card information, I deleted the old one. I see that a payment went through, and my account has been reactivated.

TAKEAWAY FOR FIZZ:
1 - Please look into your bug for failing payments.
2 - Please allow customers to pay manually
3 - Please charge credit cards at least 1 week before current billing period ends to give your customers time to address any issue that might arise with their payment.
4 - Provide some sort of grace period, instead of directly suspending your customers' accounts.