topic Re: overcharged in Get Support

overcharged

FJA — Sat, 08 Jun 2024 03:40:29 GMT

I tried to change my $25 plan to the new one $19/month.

Each month I was being charged less than $20 with $25 plan because of the per-authorized and referral points.

Once I tried to change my plan on June 5, 2024, I just checked my bank statement and noticed I was charged $28. Who knows the reason?

Re: overcharged

will13am — Sat, 08 Jun 2024 03:49:04 GMT

@FJA , it looks like your plan change didn't take place. Everyone has been moved to the points reward program which takes away auto pay and loyalty rewards.

Re: overcharged

TheSterlinger — Sat, 08 Jun 2024 04:03:01 GMT

@FJA clear cache and sign in again. When you sign into your account today, what does your plan description say?

If it's still the old plan you might want to schedule a new one for July and click Change on Renewal so that your not immediately charged again since you already paid and won't get back the difference.

Re: overcharged

Rastin — Sat, 08 Jun 2024 04:03:39 GMT

Check your account and make sure it's showing the right plan then open a ticket and get them to refund the money.

Re: overcharged

Phil_Adelphus — Sat, 08 Jun 2024 09:40:53 GMT

@FJA Was June 5th your renewal day? If so your old plan could have already renewed before you tried to change.

Re: overcharged

HALIMACS — Sat, 08 Jun 2024 11:51:51 GMT

@FJA

many questions:

What date did you actually make the change?
Did you schedule the plan change for your next renewal or did you process an immediate plan change?
What date was your last plan renewal? (Bear in mind this day changes every couple of months because plans are 30 days duration not monthly)
Are you aware of the move from Legacy points to Public Points, and do you know the details that go along with that?

Re: overcharged

Suz47 — Sat, 08 Jun 2024 14:36:12 GMT

As others have said, perhaps you selected "apply the change at my next renewal date". You were billed the old plan rate of $25 + GST = $28. No rewards credits were applied because of the change in the rewards plan. The rewards credits are no longer applied directly to your account every month. They now accumulate and you have to take action to apply to your account. When you reach the threshold of 15 points, you can redeem them to have $15 applied to your account.