Answered question

Problem with fizz customer service?

Last week I wanted to change my plan from 8gb to 1gb of data, before my next payment cycle started (today). There was a technical issue on the website, it was saying I couldn’t make changes past 02.29.2020. I informed customer service and they told me they submitted a ticket and that I should get an email when it’s fixed so I can change my plan. No response until today, of course. My next payment cycle started. I asked if the agent could possibly make the change to my plan anyways, which she could not. Okay, can you provide me with a reimbursement on my next bill for the data I didn’t wish to pay for but was forced due to an error on fizz’s website? Can you provide me with any sort of credit or compensation for the money I did not want to spend? She just kept repeating the same information about how she couldn’t change the plan because the payment cycle started. My question is, is there seriously NOTHING fizz can offer to me for this situation which I very clearly had no fault in and lost money? Has anyone else experienced a similar issue where fizz refused to give them any sort of compensation for an issue that was fizz’s fault? Thanks.

Natasha
Natasha

Natasha

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Hello Natasha,

I'm really sorry to hear about this!

I've verified your case and I see that it was brought to the attention of our specialized team. They analyzed your situation and they concluded that it was indeed a system error from our side with your plan change request. As all these changes are only processed automatically on-line, sometimes we experience some glitches that we're trying to resolve in the shortest time possible. This issue has been fixed now by our technicians.

One of my colleagues has already refunded you as a compensation and sent you an email with all the necessary details. We apologize for any inconvenience this might have caused you. I can assure you that we’ve been fair and transparent since the beginning and we intend to remain like that for all of our customers. If you'll need us to help you further or if you have any question regarding your Fizz service that needs our attention, you can reach us anytime in private by chat or social media. You have the info on this link: https://fizz.ca/en/contact-us.

I hope that everything is good now and that you'll keep enjoying your service.

Have a great day and stay safe!
Radu

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Etiennel
Etiennel

Etiennel

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i dont think it is an issue because u need to change your plan like two days before pay day