Payment

[asmaobaidi]

I just added money to my prepaid account for not interrupting my mobile service , but didn't still renew. Then I  chose  another  base plan, they cut money also.  How does that work?

[asmaobaidi]

Thank you so much for the response, I got in touch with customer service. They refunded the first charge.😊

[dust2dust]

Still trying to figure out your event timeline. You first say you changed your plan...is this saying you scheduled it for your next renewal?

Did the system "cut money" for the amount of the new plan? Did you login and not see that the new plan had been started? That's a system problem where the site does a terrible job keeping old data.

So then perhaps seeing that the plan was not changed without some tips from here to verify what you're seeing, it looks you did an immediate plan change. And of course the system "cut money".

I think due to the terrible caching of the site that you were misreading false, non-updated, old, information and made your decision. I think you should be entitled to a refund of the first charge. For that you will need to contact support.

Was that original plan you might have scheduled the $55/20gb/4G plan?

[asmaobaidi]

I changed my plan (2.5gb 100min talk & text) then added money on 16 October. my plan would renew on October 18, at the end of day still didn't activate any plan but cut money. then when I chose another plan they also cut money for that and activated immediately. Now it is showing Oct 18 to Nov 17 second plan . My question is why cut money from the first plan?  would they refund money from the first plan?

[hTideGnow]

HI @asmaobaidi   did you just make a plan change ?  If you  make a plan change and select Change plan now, it will charge you immediately and will start the new cycle now, today

Login to My account again, check the plan details to see if it showing the new plan.  check the plan cycle date, is it showing Oct 18 to Nov 17?

So, are you ok with the new plan ? 

[Meow]

What exactly you are doing?
Adding money to your account and then changing plan???

When was your renewal day? Money has to be on account few days ahead of renewal.

[will13am · Accepted solution]

@asmaobaidi , auto renewal occurs on the day of renewal at midnight.  So if you put in money early, it will sit there until renewal time.  If you select a new plan and make it effective immediately, a manually forced renewal takes place.