topic Re: Plan change problem in Get Support

Plan change problem

zatrinna — Tue, 04 Jan 2022 18:03:35 GMT

I set my plan to change upon next renewal (which is today). The system however did not change the plan and has caused me to be without service. They took money from my credit card, but I am unsure what to do next. My account shows they put more money into my wallet, but I still owe them another $27 according to their accounting. It looks like they maybe charged my credit card for the previous plan and then only took the new plan money from the wallet. I don't want to pay another month just to have this month activate. Any ideas?

Date Transaction Type Credit (Payments)Debit (Charges)Balance

Oct 25, 2016	Unlimited International Text/Messagerie texte à l'International		$12.00	$10.00
Oct 25, 2016	Unlimited Canada & US Talk/Appels Illimités au Canada et É.-U.		$30.00	$22.00
Oct 25, 2016	30-day pass/Passe de 30 jours		$10.00	$52.00
Oct 25, 2016	3 Choices/3 Choix	$15.00		$62.00
Oct 25, 2016	Automatic Top-Up/Réapprovisionnements auto.	$43.00		$47.00
Oct 25, 2016	Reward - Loyalty Recognition/Récompense - Reconnaissance de Fidélité	$2.00		$4.00
Oct 25, 2016	AutoPay Reward

Re: Plan change problem

Mary_M — Tue, 25 Oct 2016 16:26:10 GMT

Hey @zatrinna

Thank you for bringing this to our attention !

Sorry to hear about this - it sounds like your old plan renewed instead of the new one. Please do not make another payment; simply private message me your phone number and I'll make the changes for you 🙂

Cheers,

Mary

Re: Plan change problem

public-pc — Tue, 25 Oct 2016 16:30:15 GMT

I joined Public Mobile on Oct. 15, 2016 on a 90 day plan for 6 GB data.

Today I found out that PM has a 90 day plan for 12 GB data, I would like to switch to this new plan from my account, but could not.

Hope anybody can help me to switch to the new plan would be appreciated.

Re: Plan change problem

JaK — Tue, 25 Oct 2016 16:49:52 GMT

Hi @public-pc;

You can't switch right away without forfieting the remainder of your current plan, but you can set it up to switch on plan renewal. But make sure you do that before Nov 20th, as this is a special promotion and will go away after. You can see how to do the upgrade in this thread: http://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/Upgrade-to-New-90-Day-12gb-plan-for-120/m-p/77445

Re: Plan change problem

Lissa123 — Sun, 26 Aug 2018 17:11:25 GMT

I WANT THE $30 PLAN. NOW IT SEEMS I ONLY HAVE THE $25. ONE.

PLEASE GO AHEAD AND FIX THIS. TODAY IS SUNDAY AUG 26, 2018

Re: Plan change problem

Mckay16 — Sun, 26 Aug 2018 22:33:35 GMT

I am having the same problem as the lady above. I wish to change my plan to monthly and I put on the money to pay for the month, but it is trying to make me renew the old 3 month plan no longer wish to be on, first. Any ideas?

Thanks!

Re: Plan change problem

Anonymous — Sun, 26 Aug 2018 22:42:22 GMT

@Lissa123, There is noone here in the community that can change your plan for you. The only way to do it is to either do it yourself (immidiate change or at next renewal), or by asking the moderators via private message.

Also, please refrain from using all caps.

Re: Plan change problem

Anonymous — Sun, 26 Aug 2018 22:44:44 GMT

@Mckay16, If your account was suspended, and you are trying to reactivate on a different plan, you will not be able to do it yourself. All plan changes on suspended accounts must be done by a moderator. If this is your situation, use the link below to contact the moderator team.

If your account is currently active, and you are unable to process a plan change, then please provide some additional information.

Click here to send the moderator team a private message. Their hours are: Mon-Fri 9AM-9PM(EST) & Sat/Sun 9AM-7:30PM(EST)
You can find information regarding the moderator team by following this link.

Re: Plan change problem

Mckay16 — Sun, 26 Aug 2018 22:45:39 GMT

thanks!

Re: Plan change problem

wetcoaster — Sun, 26 Aug 2018 22:47:09 GMT

@Mckay16 wrote:
I am having the same problem as the lady above. I wish to change my plan to monthly and I put on the money to pay for the month, but it is trying to make me renew the old 3 month plan no longer wish to be on, first. Any ideas?

Thanks!

@Mckay16

Is your payment day today and/or your account suspended? At this time plan changes can only made by the customer before the plan goes into the renewal sequence or suspension. If your account is active you can choose between an immediate plan change (no refunds for unused portions of your current plan) or have the system change it on your renewal date - "future dated plan change" is showing on your overview page until it happens and can be changed or canceled up to the day before renewal.

If your account is indeed suspended (no service) you need to contact the moderator team if you want to reactivate on a different plan.

Use this link to send a private message to the @Moderator_Team, include all relevant information in your message, such as account number, PIN, phone number, detailed problem description, plan you want to change to.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452