@dust2dust
Wow this promotional plan is a mess! I've lost count on how many ways I have seen the $20 credit applied?
@mimi2018
In theory this promotion should correct the way the $20 discount credit is applied. Now that I have seen the accounting of your renewal it looks like it's still a work in progress but it's getting there....?
Essentially the issue with this promotion is that it was never intended to be offered to existing customers however it was coded incorrectly that allowed for the promocode to be applied in our self serve accounts. With any new customer promotion they have to pay in full upfront and the first month's credit ($20 discount) is applied to the account balance later. Once on the promotional plan the system recognizes this and the $20 discount credit shows on the upcoming bill and is applied just before the plan amount is either debited from available funds in the account balance or charged to the autopay card (or a combination of the two).
Along the way it was discovered that those customers who chose to change their plan immediately rather than schedule a change plan on next renewal could get the plan at its discounted price upfront as the $20 discount credit was applied when the system prompted the customer for payment charging $35 to change the plan immediately. The problem with this method is the coding had set the system to automatically apply the first month's $20 discount credit shortly after the new plan was registered as active on an account. Suddenly customers who had already recieved the $20 discount credit upon payment were recieving an extra $20 credit.
To combat this pm coded a "system issue" clawback of the erroneously applied credit. Unfortunately the timing of the "system issue" clawback has not been perfected with it occurring at least once after renewal causing the customers account to be suspended for a shortfall after autopay undercharged the account because the "system issue" clawback was applied too late.....after renewal rather than beforehand.
In your case your discount credit on your renewal changing to the new plan should have applied after renewal occurred when the system can confirm that you have paid and renewed services with the new plan. Instead it applied admist the payment portion of your renewal. After automatic top up (autopay) but before your plan amount was debited which normally occurs in tandem with autopay.
Needless to say your upcoming bill should reflect both the $20 discount credit sitting in your available funds and the $20 discount credit that should be applied upon renewal but before your autopay card is charged. Your upcoming bill should look like this:
$55/20gb plan - $20(discount credit in available funds)=$35 - $20(discount credit)=$15 - $8 (rewards)=$7+tax (amount due). Then $35 - $8(rewards)=$27+tax for the next 13 months.
Check in on your account once or twice over the next week or so to see if a "system issue" credit/debit is applied. Or just a credit or just a debit? Hopefully it just appears and remains as above and going forward after your next renewal you will be paying $35 - $8(rewards)=$27+tax.
