I have been on the $25 plan for a number of years and had been receiving $7 in bonus credits each month ($2 auto pay/$2 refer a friend/$3 loyalty reward). So my net cost was $18 plus tax. My plan was set to renew on July 4th and since my data was all used up I decided to renew on July 1st and upgrade to the $35 plan at the same time.
Problem is: My credit card used for the auto pay was debited for the full $35 plus tax for the new plan cost. So my question is where did the bonus credits go and why were they not applied to make the new charge $28 plus tax ($35-$7 bonus)?
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Did you migrate onto the new Rewards system ? If so, the new system has the 5% rebates in Public Points instead of $2 Autopay discount
Or any chance you had put your account on Lost/Stolen status earlier?
Yes as mentioned by @RossN a plan change in the middle of cycle will not have reward applied on that particular payment. You next one will be back to normal
Yeah unfortunately they don't prorate, were you still a ways a way from renewal? If so this avenue was prob best for you. Otherwise you could have scheduled change on next renewal where you would go to the 35 plan and the 7 would be put towards that. The good news is that going forward everything should be as it was before.