Plan was not changed as requested

[leonardomr]

I changed my plan during Black Friday, requesting to change on renewal date (yesterday). But on renewal date I was charged the old value and my account still shows the old plan. Why has my plan not been updated? What should I do?

[HALIMACS · Accepted solution]

@leonardomr 

If, as @Dunkman indicates, you replied "YES" to the marketing offer to switch, expecting the plan to change on renewal and it did not, definitely contact customer support to move you to the offered plan.

Ensure they DO NOT charge you the full amount again, but only the difference between the 2 plan values.  (Note:  they may propose to move you to the requested plan on your next renewal)

To contact a Customer Support Agent, there are 2 methods:

1. Use the ticketing system for a faster response time. Click here and type Customer Support Agent, then select Contact Us, then select Other (or the topic that more closely matches your request).  Click the result which states Click here to submit a ticket and follow the prompts,  or, 
2. Send a private message to the Customer Support Agent by clicking here  You’ll need to be logged into your Community account for the link to work.

Watch for their response in your Community private mailbox which will be indicated by a number on the small envelope icon to the left of your Community avatar.

[Dunkman]

@leonardomr 

Did you respond yes to the marketing text offering the Black Friday deal?  Or did you manually selected the new plan in your self service account to renew at next date ?  Some customers who responded yes to the text, their plans did not successfully switch.  

[Hollister]

@leonardomr 

You might be looking at a cached version. Can you clear your browser cache and open a new browser window in incognito when logging into self.