Tried to change plan but made payment and it paid for my old plan

[vikkilove]

Not happy!!! 

I don’t have autopay on. I tried to change my plan to a 90 day one. It said I had to make a payment as my balance was only $1. I made a payment of $88 and instantly it said my balance was $43 as it has paid for my old plan. Not impressed!! Please fix as I want the 90 day plan. 

[srlawren]

@vikkilove was your plan already suspended when you tried to do this?  You can only change plans (or schedule a future-dated plan change) while your current plan is active.  Through self-serve, once suspended, the only thing you can do is re-activate your current plan.  The good news is, if you follow the directions above to contact the moderator_team, they will be able to assist you with this.  For future reference, if you are in the same situation, needing to reactivate on a different plan after being suspended, please reach out to them first and they can help.

[ECBomb]

@wetcoaster ahhh, thanks for the info! Learn something new every day 🙂

[wetcoaster]

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@ECBomb wrote:

Give PM a call so they can troubleshoot the issue. Possibly just a website limitation or bug. Were you close to your next payment date? Considering you hadn't switched plans yet, it's understandable for the system to apply the payment to your existing plan.

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@ECBomb

PM does not have phone support (exept for a few remaining legacy customers). All support starts here in the community and the moderators are the Customer Service Reps, exclusively reachable by private message.

Have a read here: https://productioncommunity.publicmobile.ca/t5/Announcements/Changes-to-our-Support-structure/m-p/16...

[ECBomb]

Give PM a call so they can troubleshoot the issue. Possibly just a website limitation or bug. Were you close to your next payment date? Considering you hadn't switched plans yet, it's understandable for the system to apply the payment to your existing plan.

[wetcoaster]

As @PJC mentioned you need to reach out to the moderator team to get this sorted - they are PM employees and can help with account issues. Please be aware that they have left for the day today. Working on a first come, first serve basis, they will get back to you as soon a they can tomorrow.

Use this link to send a private message to the @Moderator_Team, include all relevant information in your message, such as account number, phone number, detailed problem description.

More information on contacting the mods: https://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moder...

[PJC]

I think you will need to message the @CS_Agent to help you change to the right plan you wanted.