@daattali
Since the roll out of our new "self serve" accounts there is a new reverse glitch to the autopay failure glitch when upgrading your plan. The long standing glitch that could occur when upgrading your plan for example from the $15 plan to the $25 would be caused by the autopay system still seeing your lower plan amount to be paid and would only charge the payment card $15 instead of $25. This would leave your account $10 short of your new plan amount causing the renewal onto the new plan to fail and the account would be suspended leaving the old plan amount of $15 that was charged to your card sitting in your available funds and the customer would have to manually top up their account $10 to reactivate the account on the new plan.
The workaround for the long standing glitch is to simply manually top up your account before renewal with the new plan amount to avoid the possibility of this glitch happening to you. There is no such workaround for the new reverse glitch.
Now the new glitch which adversely affects 90 day plan holders much more onerously than most 30 day plan holders switching to another 30 day plan because well you are paying for 90 days instead of 30 days. Now autopay sees your old plan amount and charges your payment the old amount but changes you to the new plan without suspension because now you have way too much money in your available funds and if you are on a tight budget or planning on suspending or leaving perhaps the last thing you want is $100+ in your available funds.
Hopefully customer support can issue a refund to your card quicker than the usual up to 30 days and usually can when the error is on public mobile's side rather the customer's end.
When it comes to your rewards I have never understood the supposed logic behind the lowered reward amount being correct. I can understand it being a glitch but I wouldn't accept it unless someone can enlighten me? As far as I understand it (and similar to the lost/stolen glitch with rewards not applying upon renewal that need to be applied manually) rewards are earned on the previously paid cycle. Either 30 days or in your case 90 days. The new cycle should have no bearing on the rewards earned in the previous paid cycle. You earn $8 every 30 days or for a 90 day cycle 3×$8=$24. Shortly after midnight upon renewal $24 in rewards should be applied to your available funds. When you renew at midnight you still technically renew on your old plan. Any data, minute and/or text counters reset and in your case your 90 day plan. It is not until payment for your plan amount is taken from your available funds that your actual plan change occurs. So I equate the $8 in rewards as another glitch within the rewards system where it can see the scheduled plan change and adjusts your rewards only does it 30 days earlier than it should. The only rewards that could be arguably earned ahead of payment is autopay because it requires registration to have occurred before payment is taken (at activation) or before midnight eastern upon renewal.....before your new cycle begins.
Both the old self serve and new self serve have issues with dates that usually clear up after a few hours or a few days or a sure fire way of fixing the dates is using lost/stolen but that will just cause another (aforementioned) glitch. Self serve has for whatever reason just tacked on your new 30 day plan cycle onto your previous (now expired) 90 day plan giving you what looks like a 120 day plan. Your new plan has been properly accounted for in your transaction history presumably you see something along the lines of.....
- $5 Loyalty reward
- $2 Autopay reward
- $1 Refer-a-friend reward
- $8 Credit
- $132 Automatic Top up
- $140 Credit
- $10 - 30 Day Plan (debit)
- $130
- $30 - 15GB at 4G SPEED (debit)
- $100 Available funds balance
You were expecting to pay $40 - $8(rewards)=$32+tax charged to your card. I'm guessing your old plan amount was $156? Or something along those lines with a build your own plan? Needless to say the CSA can look into your payment history to correct the billing and issue a refund but I contend that you earned $24 in rewards in your previous 90 days and your card should have been charged your plan amount ($40?) - $24 (your rewards)=$16? Your next renewal should be your plan amount ($40?) - $8 (your rewards)=$32?
