Plan Change today - Account suspended

[BMaloney]

Hey, my $140/90 day plan was supposed to be changing to $120/90 day since today is the first day of my billing cycle. I awoke to no data and no voice access and the website said my account has been suspended! I had autopay and everything so I can't figure out why this happened.

I've reactivated it with a payment and everything is back to the $140/90 day plan. If I want to change the plan to the $120 one that was supposed to happen today, it asks for another payment. How can I get on the $120/90 day plan that I wanted all along?

Edit: Now that I'm looking at the payment history page, it seems exceedingly confusing. Can someone clear all that up for me?

[mymy3007]

Hi, I have changed my plan for a 90 days plan. I have tried to make phone calls this morning but it says my account is suspended. Can you solve the problem please?? @CS_Agent

[Saray_O]

Hi @icej33, 

That's strange, I'm sorry about that! It usually allows you to change your plan now or to change it on your next renewal date. Could you clear your cache and/or use a different internet browser? '

Let me know if that works 🙂 

[icej33]

Trying to change plans but system will not allow me to do this.plan is from 70$ to 40$ but no change now option.

[hamzahamin]

Hi @Saray_O I've sent you a private message! 

[daredogg]

@hamzahamin send a private message to Saray_O and she can help you.

[daredogg]

Thanks for your honesty @Saray_O!  It's great to know that PM is working on a solution and that it'll be implemented soon.

When I decide to upgrade to the 90-day plan, I'll be sure to check my account the next day after renewal, in case it didn't go through.

[Saray_O]

Hey @daredogg, 

I'm sure this is not what you could like to hear but we can only verify if the plan change went through correctly after the customer's renewal date has passed 😕 Fortunately this issue is expected to be resolved with a system update that is coming our way in the next couple of weeks.

[hamzahamin]

I'm having the exact same issue. I had to manually change my plan and it used my autopay balance so now I have a balance of zero. But my phone is still not active. 

[Saray_O]

Hey @cbocking, 

I'm sorry about that. This is a known system issue that affects some of our customers. 

I have recitifed your plan for you! Could you reboot your phone so it recognizes the change? Your remaining amount balance is $26. 

Let me know how that goes! 

[daredogg]

There appears to be a glitch in the system that doesn't properly adjust to plan changes. I sure hope PM will get this problem fixed, as it seems a lot of people are experiencing it.

To PM... should we as customers be contacting you after making a plan change to ensure the proper amount will be charged on the renewal date?

[cbocking]

Same problem - was on a $155 plan, system said Plan Expired.

My Account had $135 in it today because I use Autopay and had set it to change to the new price, so I went to change my plan but the system would not process, said I owed another $20.

Gave it the $20 because I need my phone, system promptly eats the full $155 for the old plan. The same plan actually only costs $135, which I assume is why my old plan didn't just renew automatically - because some (intelligent) part of the system actually recognized that I was paying too much.

So why did I just pay $155?

[BMaloney]

Hey there, I've since rebooted and connected again successfully.

[Saray_O · Accepted solution]

Hey @BMaloney, 

I'm sorry to hear your plan didn't change as you scheduled. 

I have rectified it for you! Could you reboot your phone so it recognizes the change?

Thank you! 🙂 

[Luddite]

Just hang on for a bit. A moderator will need to look at your account and get back to you.

You may need private messaging; look here if you need "how to" info: Private Messages - viewing and creating