Plan changes on renewal

[Dark1]

Hello, I programmed a plan change at renewal, but when it renewed, they charge the old price, and kept the old plan. There is now no trace of the request. At the same time, I had made a change in the payment mode. This change worked. How should it be done? Is there a delay to apply the change? I was supposed to take effect yesterday. Thanks

[Maroon1963]

Hi Dark1,

I had same issue on 3 x accounts, saw a sweet deal on 50g, CAN/USA/MEX @ 5g speed, and like you the plans just vanished on 2 x of my accounts. 2 of my accounts were on 90 day cycle and I believe that may have been a contributor. It took me almost 3 weeks on PM's CS chat help, what a disaster, but I have to say its finally solved. And I had no screens shots, there is no history in your account, but seems the CS agents know they have many issues at times. 

Wish you all the best.

[computergeek541]

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@Chalupa_Batman wrote:

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Hello, I programmed a plan change at renewal, but when it renewed, they charge the old price, and kept the old plan. There is now no trace of the request. At the same time, I had made a change in the payment mode. This change worked. How should it be done? Is there a delay to apply the change? I was supposed to take effect yesterday. Thanks

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The change should have happened. If it didn't, reach out to a CS Agent to find out why the change did not occur.

Send a private message to a CS_Agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage        

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For this type of situation, please encourage customers to use the chatbot to open the tickets.

[Dark1]

Thank you. I will try your solution. Have a good day,

[Dunkman · Accepted solution]

@Dark1 

Did you get a promotion text for the plan change?  Then you replied yes to the promo text?  

Or did you do the scheduled plan change via your self service account.  

At this point, if you need the "new" plan, you will need to contact customer service agent:

Send a ticket via the chatbot to customer service agent (CSA) via link:

 https://widget.telus.tiia.ai/publicmobile/publicmobile.html

If that does not work, 

Send a private message to CSA through the following link :

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Chalupa_Batman]

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@Dark1 wrote:

Hello, I programmed a plan change at renewal, but when it renewed, they charge the old price, and kept the old plan. There is now no trace of the request. At the same time, I had made a change in the payment mode. This change worked. How should it be done? Is there a delay to apply the change? I was supposed to take effect yesterday. Thanks

---

The change should have happened. If it didn't, reach out to a CS Agent to find out why the change did not occur.

Send a private message to a CS_Agent:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 .

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage        

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