Confused about how I was billed this month.

[kat101]

I am a little confused about how I was billed this month and why auto pay didn't handle it properly. I switched plans this month due to same service but cheaper price ($45 to $40). I understand after rewards I had $15 and then Auto top up added $25 to make $40. Then it looks like I was double billed for the 30 day plan? This morning I was forced to add another $20 to make up the difference before my phone would work.  Some help with understanding this would be great. 

[will13am]

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@kat101 wrote:

Ya, I'm running through the rest of the math on my account too. Something doesnt add up. I recall the prvious plan to be $50 or $45. I will get them to take a closer look at my account. 

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If you are on a higher price older plan that has same features but cost more, definitely do a plan change at the earliest.  No point paying more for nothing. 

[kat101]

Ya, I'm running through the rest of the math on my account too. Something doesnt add up. I recall the prvious plan to be $50 or $45. I will get them to take a closer look at my account. 

[will13am]

Yeah, the duplicate line items is a dead giveaway that something isn't right.  Come to think of it, the previous month doesn't seem right either.  There are no duplicate items but the cost seems incorrect.  The 4.5GB plan is $40 at the moment.  You might have been on the pre-promo pricing which was I think $5 more.  The draw down from last month was $75.  I don't recall the plan ever being that expensive.  I do know that when they change a price via promo, customers who has the plan prior to the promo don't automatically enjoy the price savings.  They actually have to do a plan change even though it is structurally the same plan in order to get a price adjustment.  @kat101, when you consult the moderators, get the costing for last month looked at as well. If your account is not showing the plan as $40 per month, do a future dated plan change to make sure you are getting the best possible price. 

[kat101]

Thank you just making sure I'm not crazy before I contacted the mods. Ill do so now. 

[will13am · Accepted solution]

This does look odd.  It should have looked more like the previous month.  I suggest reaching out to the moderator team to investigate.  They should be able to correct any errors and credit back the account for errant charges.  The moderator team can be reached via private message using this link.  Please include in the private message account number and PIN code. Refer to the following knowledge base link for additional information on contacting the moderator team.