topic Re: Upgrading plan in Get Support

Upgrading plan

daniel122 — Sat, 31 Dec 2022 21:04:26 GMT

Hi and happy holiday to everyone

Is any body has been upgraded to more expensive plan without your authorization (including not responding YES to SMS promotion)?

Re: Upgrading plan

computergeek541 — Sat, 31 Dec 2022 21:14:04 GMT

@daniel122 wrote:
Hi and happy holiday to everyone
Is any body has been upgraded to more expensive plan without your authorization (including not responding YES to SMS promotion)?

I have not heard any cases of any plans being changed randomly.

Re: Upgrading plan

softech — Sat, 31 Dec 2022 21:07:45 GMT

@daniel122 you can make change to plan yourself on My Account

Just login to My Account, go to Plan & Add-on page and click Change My Plan

Once very important thing, make sure you understand the difference between Change plan now and Change on renewal date and pick the correct on

Most people would choose Change on renewal date to avoid losing money

Re: Upgrading plan

Meow — Sat, 31 Dec 2022 21:07:50 GMT

This is highly unlikely to happen. PM will not bump up your plan without customers' authorization.

Did you experience such 'upgrade'?

Re: Upgrading plan

HALIMACS — Sat, 31 Dec 2022 21:16:48 GMT

@daniel122

Make certain you have your ducks lined up before presuming this.

Some folks here 'manage' accounts for others and have been surprised to find out that the users of the service (minors/elderly parent) have responded "YES" to a marketing promotion. Of course, the person who 'manages/pays' the account may not be aware until renewal time.

Check the subject device's SMS history under number 4911, or any others from Public Mobile to see if there were any promotional text offers, and how (or if) there was a reply to it.

Also, you can check self-serve account usage history to see if/when Public Mobile sent any texts and correlate that information with the device history.

In any case, if something happened without your consent, definitely let the CSA's know, and they will remedy the matter.

I'm guessing they've had quite a number of these types of inquiries in the past weeks...

Re: Upgrading plan

walker1 — Sat, 31 Dec 2022 21:18:23 GMT

@daniel122

There was one problem like that reported either today or yesterday.

They were recommended to reach out to a Customer Support Agent to have the situation looked into, by using the Chat Bot Simon to get a service ticket started first.

Re: Upgrading plan

darlicious — Sun, 01 Jan 2023 15:42:24 GMT

@daniel122

Yes I seem to recall one from a month or so ago as well. As suggested contact customer support.

Re: Upgrading plan

daniel122 — Sun, 01 Jan 2023 16:11:44 GMT

Happy new year to all . I contact them but they said not much they can do and charge my credit card even i check my son SMS from PM and he didnot respond to any of promotion . The PM representative said we never have case like this and you are the only one claim that we bump up your plan without authorization that why i ask the community if they have had the same problem.

Thanks

Re: Upgrading plan

softech — Sun, 01 Jan 2023 16:18:23 GMT

@daniel122 first, if you are not going to keep this current plan, make sure you go back to My Account and schedule the correct plan for next renewal. Select the option Change plan on renewal date.

For your ticket with PM support, do not let it stop there. Ask them to escalate the issue with senior staff and ask them to confirm WHEN was the plan scheduled for the change. Was it a change set from an SMS reply or was it via My Account?

(but at the same time, you sure no one else have access to My Account?)