topic Top Up Charge of $15.00 in Get Support

Top Up Charge of $15.00

Muskie999 — Tue, 27 Feb 2024 12:37:41 GMT

I received a 'Top Up' charge of $15.00 this morning.

Can somebody please tell me what this is for?

Thanks

Re: Top Up Charge of $15.00

Handy1 — Tue, 27 Feb 2024 12:43:44 GMT

@Muskie999 To pay for you plan renewal .is today your renewal date ?

Re: Top Up Charge of $15.00

HALIMACS — Tue, 27 Feb 2024 12:51:21 GMT

Are you on the $15 plan?

When was your last top up charge on your account?

If your account is set up for auto pay, at the expiry of your 30 day cycle, your credit card will be charged for the amount of the cycle to cover the next 30 days.

It seems likely that’s what you are experiencing.

Re: Top Up Charge of $15.00

softech — Tue, 27 Feb 2024 12:57:54 GMT

@Muskie999 if today is the renewal morning but your service is working, do not touch it and check back My Account using Incognito mode until later this morning or noon time as the Autopay could be still renewing your account and just need a bit more time

But if you have no service at all, then it is time to make a payment. Click Pay and Resume services button to make a manual payment

Re: Top Up Charge of $15.00

Muskie999 — Tue, 27 Feb 2024 13:18:46 GMT

I used to be charged on a quarterly basis.

I guess they have started charging me monthly.

That would explain it.

Thanks for the prompt responses.

Re: Top Up Charge of $15.00

HALIMACS — Tue, 27 Feb 2024 13:53:18 GMT

@Muskie999

That would only explain it if you agreed to a change or requested one.

If you did not, there's no reason you should have been taken off the 90-day plans, which do also come with a $5 per 30-day discount.

You may wish to inquire with them how this occurred, if it's something you did not want.

To contact a Customer Support Agent, send a private message to them by clicking here. You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar, or tap your Avatar down in Messages.

Re: Top Up Charge of $15.00

Muskie999 — Tue, 27 Feb 2024 14:22:23 GMT

Thanks Halimacs...

I sent a PM to Customer Support requesting that I be switched back to Quarterly Billing.

Re: Top Up Charge of $15.00

softech — Tue, 27 Feb 2024 14:23:44 GMT

@Muskie999

what plan are you on? you have a 90 days plan? But there is no $15 for 90 days plan. Any chance you made a plan change to a $15 /30 day plan by accident?

Re: Top Up Charge of $15.00

Muskie999 — Tue, 27 Feb 2024 14:54:27 GMT

The plan I am on is actually $25 a month but with auto pay & rewards I actually pay $15.00 a month.

I have requested they switch me back to Quarterly but if I ca't pay Quarterly with my existing plan, then

I guess I will stay on Monthly.

Thanks

Re: Top Up Charge of $15.00

softech — Tue, 27 Feb 2024 14:56:26 GMT

@Muskie999

there is no quarterly billing for $25 plan. Only selected plan, usually the most expensive plans , have the 90 days option.

And if you have Autopay setup, autopay will take care of the payment.

Re: Top Up Charge of $15.00

Handy1 — Tue, 27 Feb 2024 14:56:48 GMT

@Muskie999 The $25 plan is every 30 days not monthly or quarterly. So if that the plan you have been on you should have always been being charged every 30 days . And if you haven’t consider yourself lucky . But this is normal pay every 30 days for $25 plan

Re: Top Up Charge of $15.00

Muskie999 — Tue, 27 Feb 2024 15:03:13 GMT

Thanks to all....