Tried to buy data, my account was SUSPENDED, my plan was CHANGED and I LOST ACCESS TO CALL CENTRE???

[joetinoco]

Today (Nov 😎 I ran out of data on my plan (Pick and Pay $120/90 days) and tried to purchase a 1GB data add-on. The website showed a message saying I could not do it online and should call *611, which I did around 4pm. The operator said he couldn't access my account but would try and talk to someone in the community, put me on hold for a bit, then used the funds on my account ($30) to purchase the add-on and said it would work right away... which it didn't. The add-on is showing up online but I have no data.

So I went home and about an hour later (6pm) I logged into MyAccount. It said my account was SUSPENDED (???). The account is on AutoPay, and it would charge me in two days (November 10) according to the *611 automated message. I tried adding funds to it anyway to try and un-suspend it, did not work.

I called *611 again, waited for 15 minutes, the operator said he was going to do something with my SIM card and call me back... which he didn't.

Still without data, and now without any service, I called *611 again around 7pm and waited in line for 35 minutes. The operator said he couldn't even access my account. I was outraged and thought it could not get any worse... but it did!

Just now I got an email from the support, from some Diego Portillo I don't remember talking to, saying that I would no longer have access to the Call Centre and that I will not be able to come back to my grandfathered plan?!??!??! The email also says he submitted a request on my behalf (I never requested anything like that!!) and informed me of the impacts to my service (this was not discussed at ANY TIME!)

@CS_Agent what in the world is going on?!? Please get in touch ASAP!!!

[srlawren]

@joetinoco I'm glad it's resolved for you, thanks for following up

[joetinoco]

That was very informative @srlawren, thank you.

Looks like my phone went back to life. It's weird, though: autopay did not kick in yet but I have my full 12GB data allotment again. @CS_Agent I'd really like to know what happened here.

EDIT: Got a private message from the mods explaining everything. They renewed my plan free of charge. The email I got saying I got kicked out of the call centre is because, as @srlawren mentioned, only legacy plans have call centre access, so the operator made a change to rightfully kick me out of it - though the email text is still kinda misleading, and untrue on the part that it says I was informed of everything. The only missing link in all of this is why it got suspended two days before the proper due date, but anyway, whatever.

[srlawren]

@joetinoco @NDesai plans from before Jan 2015 are considered "legacy" or "pioneer" plans, a special type of grandfathered plan that still has access to call centre support but does not earn rewards.  A pick-and-pay plan can be grandfathered (no longer available to get on to, such as the 2016 Fall Promo plan you're on), but is definitely NOT a legacy plan.  From everything I've heard, the contact centre staff are physically unable to access a non-legacy account.  Interesting that they were able to.  Definitely please reach out ot the @CS_Agent via private message and ask them to investigate.

[joetinoco]

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@NDesai wrote:

Since you are on a $120/90 days plan, you are not on a grandfathered plan and that is why they cannot pull up your account. 

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You sure? This plan was a promo they did in 2016 which is not available anymore, so I'm pretty sure it is grandfathered. Also, the call centre guy that charged the 1GB add-on in my account was able to do that just fine, meaning he did have access to my account somehow.

Anyway, I messaged the mods and am here, waiting, with no phone and no data and $150 sitting idle in my Public Mobile account.

[NDesai]

Indeed some weirdness going on here. Since you are on a $120/90 days plan, you are not on a grandfathered plan and that is why they cannot pull up your account. You can only get help from the community moderators. I am not sure what exactly they did to your account. You will need to send a private message to the Moderator_Team asap with your account details and they will get back to you if they are still available. If not, they will get back to you tomorrow morning.