Unable to apply current available funds for new subscription

[YeonaLee]

Hello,

I made a payment of $19 to my account and wanted to change my plan today. I originally wanted to get the $20 plan with 3GB but it disappeared and doesn't show anymore on the change plan options. So, I chose the $19 plan but my payment went through, but the plan didn't change. Please help me change to the $20 plan and I can pay the difference if possible.

Thanks,

Yeona

[YeonaLee]

Sorry, it wont let me use the credit to pay for it. ***

[YeonaLee]

Well, you see the problem is that I ended up trying to go for the $19 plan instead. I am switching from the $15 plan. It took my payment, when I chose "Change Plan Now" but nothing changed. Now it shows a credit there, but it won't let me know the credit to pay for it.

They keep bouncing me from agent to agent. I am now speaking the fourth person...

I wonder if they really want my business or not. I want to pay more after all every month lol.

[BKNS27]

@YeonaLee 

If the $20 plan is not showing in your account. You won’t be able to pick that plan. You can only pick plans in your account. Did you picked the $19 plan to change NOW or ON YOUR RENEWAL DATE?

If you picked NOW, you will be charge for the new plan plus there are no refund credit on unused days until your renewal date.

[hTideGnow]

hi @YeonaLee 

it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in).  Check Payment History on My Account if PM really charged you extra money , and check if the extra charged amount is showing up as a credit as Available funds

if you need PM agent's help to sort it out, then submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

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