I changed my plan on self serve and added money to pay for it, but it instead activated my old plan

[abanka27]

I can't access a new plan immediately now without letting go of my payment of CAD 120, and I'm stuck with the old plan. 

[CS_Agent]

Hi,
I thank you for you feedback and your PATIENCE.
Concerning your request, we were able to change your plan with the following one :

·    90-day plan
·    Unlimited Canada-Wide Minutes
·    Unlimited International Text and Picture Messaging
.    6+1.5GB BONUS of data at 3G speed

To enjoy it, you just have to Power Cycle her mobile device ( Turn it off for 1 minutes, then turn it on).

I hope you were satisfied of my services today. If you have any further questions, feel free to contact us.
Just to make sure that you are satisfied with our services, may I invite you to provide your opinion by responding to this survey : http://survey.euro.confirmit.com/wix/p1866202128.aspx?agent=CedricJM

Thank you for choosing Public Mobile and have a nice day.

Best regards,

Cedric

[ShawnC13]

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@searl wrote:

It hasn’t been fixed yet and I messaged a moderator with all my information ? It’s pretty simple explanation , I updated my plan to the new rate which should be 1.5+6 gigs of data unlimited calling in Canada and unlimited texting for 90 day auto pay , price is $120. Right now I’m sitting at a 3 gig data plan , for $120 which was not what I chose !   I need the extra data and why would I pay $120 for 3 gigs of data when it’s clearly only $105 ?  Hoping this gets fixed soon! 

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You seem to be responding to an old post.  When did you message the moderators it can take up to a couple of days (48 hours) during extremely busy times.  What plan were you coming from and did you do this change while your plan was suspended?

[searl]

It hasn’t been fixed yet and I messaged a moderator with all my information ? It’s pretty simple explanation , I updated my plan to the new rate which should be 1.5+6 gigs of data unlimited calling in Canada and unlimited texting for 90 day auto pay , price is $120. Right now I’m sitting at a 3 gig data plan , for $120 which was not what I chose !   I need the extra data and why would I pay $120 for 3 gigs of data when it’s clearly only $105 ?  Hoping this gets fixed soon! 

[will13am]

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@abanka27 wrote:

I don't think I was very clear on my post. My old plan had expired, so I went to "Change my plan" and selected a new plan for the new cycle. I paid for it, and instead my old plan got reactivated.

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My apologies, I totally misunderstood your first post.  The system does not allow the customer to make plan changes when the account is in suspended state.  Fund top up will result in renewal of the old plan.  In this particular case, definitely reach out to the moderator team as already suggested.

[CS_Agent]

Hey Abanka27 ! 
 

Thank you for reaching us! I will be happy to help you with this matter.

 I just message you in private  😉 

Looking for you reply 😉

cheers,

Celsina 

[ShawnC13]

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@will13am wrote:

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@meocon wrote:

I recommend you send a private message to the moderator team and ask them to change it for you quickly.  include your account# or phone#, as well as your account PIN (if know) to help speed up the identification process.

Click here to send the moderator team a private message.

You can find information regarding the moderator team by following this link.

How long until a moderator replies?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
• Messages are replied to during office hours, in the order in which they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

• How to view and reply to your private messages

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I believe the issue here is not about the inability to change the plan but rather the losses incurred if the plan change is made immediately.  Generally, if there are extenuating circumstances like making an honest mistake when activating a service and mis-selection of plan features, the moderator team may excercise discretion and make adjustments for the customer.  It is by no means a guarantee that they will simply change a plan for customer so that they won't be out of pocket.  At the end of the day, the terms of service covers Public Mobiles obligations.

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I think you misread his post on the first place he tried changing when expired and only the mods can do that . They should be able to fix this

[will13am]

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@meocon wrote:

I recommend you send a private message to the moderator team and ask them to change it for you quickly.  include your account# or phone#, as well as your account PIN (if know) to help speed up the identification process.

Click here to send the moderator team a private message.

You can find information regarding the moderator team by following this link.

How long until a moderator replies?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
• Messages are replied to during office hours, in the order in which they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

• How to view and reply to your private messages

---

I believe the issue here is not about the inability to change the plan but rather the losses incurred if the plan change is made immediately.  Generally, if there are extenuating circumstances like making an honest mistake when activating a service and mis-selection of plan features, the moderator team may excercise discretion and make adjustments for the customer.  It is by no means a guarantee that they will simply change a plan for customer so that they won't be out of pocket.  At the end of the day, the terms of service covers Public Mobiles obligations.

[ShawnC13 · Accepted solution]

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@abanka27 wrote:

I can't access a new plan immediately now without letting go of my payment of CAD 120, and I'm stuck with the old plan. 

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Was your old plan suspended or expired?  If it was only a mod can make changes to your plan at that time and if it was in that state that would be why it activated your old plan when funds became available . You will need to contact the mods a link is in my signature .

ETA: you answered my question about expired so my explanation is why you experienced that

[abanka27]

I don't think I was very clear on my post. My old plan had expired, so I went to "Change my plan" and selected a new plan for the new cycle. I paid for it, and instead my old plan got reactivated.

[will13am]

@abanka27, this is how prepaid services work.  When you purchase a service, there are no refunds.  Generally, customers who want a different plan choose the future dating option where the new plan takes effect after completing the service that has already been paid.  There is really no other way around this, either use the services already paid or forfeit it.  Is the current plan so incompatible that it cannot be made to work for the remainder of the term?

[meocon]

I recommend you send a private message to the moderator team and ask them to change it for you quickly.  include your account# or phone#, as well as your account PIN (if know) to help speed up the identification process.

Click here to send the moderator team a private message.

You can find information regarding the moderator team by following this link.

How long until a moderator replies?:

• Office Hours: Mon-Friday 9am to 9pm, and Saturday & Sunday from 9am to 7:30pm [Toronto Time].
• Messages are replied to during office hours, in the order in which they are received
• Typical response time is between 1-3 hours, depending on message queue, but can be up to 48 hours.
• There is no need to send multiple messages.

How can I view my private messages between myself and a Community Moderator?

• How to view and reply to your private messages