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Great Neighbour / Super Voisin

Help with changing Plan and re-activating suspended PM service

Hi, I tried to re-active my Suspended Service and change the plan at the same time. The system wouldn't allow it. So I had to re-activate the service first and system charged me the current plan fee of $10. Then when I changed my plan to the one I wanted, I got charged again $40. Could I please get the $10 refund?

Mayor / Maire

Re: Help with changing Plan and re-activating suspended PM service


@aakbaral wrote:

Hi, I tried to re-active my Suspended Service and change the plan at the same time. The system wouldn't allow it. So I had to re-activate the service first and system charged me the current plan fee of $10. Then when I changed my plan to the one I wanted, I got charged again $40. Could I please get the $10 refund?


PM service is prepaid.  There is no refund for prepaid service in Canada.  WHen you change plan right away, you will not get refund of unused portion of your $10 plan.  But send a private message to moderator.  You may get a credit and is not guarantee.  YMMV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Great Citizen / Super Citoyen

Re: Help with changing Plan and re-activating suspended PM service


@popping wrote:

@aakbaral wrote:

Hi, I tried to re-active my Suspended Service and change the plan at the same time. The system wouldn't allow it. So I had to re-activate the service first and system charged me the current plan fee of $10. Then when I changed my plan to the one I wanted, I got charged again $40. Could I please get the $10 refund?


PM service is prepaid.  There is no refund for prepaid service in Canada.  WHen you change plan right away, you will not get refund of unused portion of your $10 plan.  But send a private message to moderator.  You may get a credit and is not guarantee.  YMMV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


To better assist anyone who may attempt to do the same would it perhaps be more ideal contact moderator in the first place for a plan change?

Message @Moderator_Team

Afterall they need to address the billing issue anyways since different plan = different 30/90 charge.

 

Another idea that comes to mind although it may be a bit silly, terminating the plan or the account to reinstate it under a new plan? I'd imagine Moderator assistance is still necessary if only the plan is terminated.

Mayor / Maire

Re: Help with changing Plan and re-activating suspended PM service


@Dankaroo wrote:

@popping wrote:

@aakbaral wrote:

Hi, I tried to re-active my Suspended Service and change the plan at the same time. The system wouldn't allow it. So I had to re-activate the service first and system charged me the current plan fee of $10. Then when I changed my plan to the one I wanted, I got charged again $40. Could I please get the $10 refund?


PM service is prepaid.  There is no refund for prepaid service in Canada.  WHen you change plan right away, you will not get refund of unused portion of your $10 plan.  But send a private message to moderator.  You may get a credit and is not guarantee.  YMMV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


To better assist anyone who may attempt to do the same would it perhaps be more ideal contact moderator in the first place for a plan change?

Message @Moderator_Team

Afterall they need to address the billing issue anyways since different plan = different 30/90 charge.

 

Another idea that comes to mind although it may be a bit silly, terminating the plan or the account to reinstate it under a new plan? I'd imagine Moderator assistance is still necessary if only the plan is terminated.


The moderator is needed when you want to do an early renewal before the end of your term. In this case something has got tripped up and so the system did what it was told to do but it wasn't what the OP wanted. So *maybe* the mods might make it right.

Re: Help with changing Plan and re-activating suspended PM service


@z10user4 wrote:

@Dankaroo wrote:

@popping wrote:

@aakbaral wrote:

Hi, I tried to re-active my Suspended Service and change the plan at the same time. The system wouldn't allow it. So I had to re-activate the service first and system charged me the current plan fee of $10. Then when I changed my plan to the one I wanted, I got charged again $40. Could I please get the $10 refund?


PM service is prepaid.  There is no refund for prepaid service in Canada.  WHen you change plan right away, you will not get refund of unused portion of your $10 plan.  But send a private message to moderator.  You may get a credit and is not guarantee.  YMMV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


To better assist anyone who may attempt to do the same would it perhaps be more ideal contact moderator in the first place for a plan change?

Message @Moderator_Team

Afterall they need to address the billing issue anyways since different plan = different 30/90 charge.

 

Another idea that comes to mind although it may be a bit silly, terminating the plan or the account to reinstate it under a new plan? I'd imagine Moderator assistance is still necessary if only the plan is terminated.


The moderator is needed when you want to do an early renewal before the end of your term. In this case something has got tripped up and so the system did what it was told to do but it wasn't what the OP wanted. So *maybe* the mods might make it right.


Actually, there's been an announcement previously that you can now change the plan yourself in Self-Serve (My Account) when you have an inactive plan.

 

Please see This Link for further information.

Great Citizen / Super Citoyen

Re: Help with changing Plan and re-activating suspended PM service

@stonechucker

 

Guess the deactivating plan idea was not so silly after all 😅

 

Thanks for the reference too stone

 

I hope this circumvent s the incorrect billing amount when it's renewal time.

Mayor / Maire

Re: Help with changing Plan and re-activating suspended PM service


@stonechucker wrote:

@z10user4 wrote:

@Dankaroo wrote:

@popping wrote:

@aakbaral wrote:

Hi, I tried to re-active my Suspended Service and change the plan at the same time. The system wouldn't allow it. So I had to re-activate the service first and system charged me the current plan fee of $10. Then when I changed my plan to the one I wanted, I got charged again $40. Could I please get the $10 refund?


PM service is prepaid.  There is no refund for prepaid service in Canada.  WHen you change plan right away, you will not get refund of unused portion of your $10 plan.  But send a private message to moderator.  You may get a credit and is not guarantee.  YMMV

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437


To better assist anyone who may attempt to do the same would it perhaps be more ideal contact moderator in the first place for a plan change?

Message @Moderator_Team

Afterall they need to address the billing issue anyways since different plan = different 30/90 charge.

 

Another idea that comes to mind although it may be a bit silly, terminating the plan or the account to reinstate it under a new plan? I'd imagine Moderator assistance is still necessary if only the plan is terminated.


The moderator is needed when you want to do an early renewal before the end of your term. In this case something has got tripped up and so the system did what it was told to do but it wasn't what the OP wanted. So *maybe* the mods might make it right.


Actually, there's been an announcement previously that you can now change the plan yourself in Self-Serve (My Account) when you have an inactive plan.

 

Please see This Link for further information.


You appear to have replied to me. I'm aware of that. The OP seemed to have had a problem doing exactly that and ended up doing an immediate plan change. Thus, they're out $10.

Great Citizen / Super Citoyen

Re: Help with changing Plan and re-activating suspended PM service

@z10user4

Actually they said they topped up and paid for the next cycle before changing plans because they were unable to change plans.

 

I just hope when it's renewal time the infamous incorrect billing charge/text message doesn't occur in which case moderator intervention is still necessary regardless of new steps to change plans post suspension.

Great Neighbour / Super Voisin

Re: Help with changing Plan and re-activating suspended PM service

I understand PM is a Prepaid Service, wholeheartedly. But in this case, there was a system problem, and because of PM model of no real time customer telephone service, I went ahead and did my best on my own

 

The option to change the plan was there, along with TopUp, so I did the TopUp and it activated my account on the Current Plan, which is not what I wanted. I wanted the account activated on the new upgraded plan, which I went ahead and did it after. And then I realized I got charged for both within 5 minutes of each other.

 

There's got to be some give with PM for these kinds of system problems. .

 

So how I find out definitively, if I can get a refund?

 

Mayor / Maire

Re: Help with changing Plan and re-activating suspended PM service


@aakbaral wrote:

I understand PM is a Prepaid Service, wholeheartedly. But in this case, there was a system problem, and because of PM model of no real time customer telephone service, I went ahead and did my best on my own

 

The option to change the plan was there, along with TopUp, so I did the TopUp and it activated my account on the Current Plan, which is not what I wanted. I wanted the account activated on the new upgraded plan, which I went ahead and did it after. And then I realized I got charged for both within 5 minutes of each other.

 

There's got to be some give with PM for these kinds of system problems. .

 

So how I find out definitively, if I can get a refund?

 


As the link from stonechucker says, the method is to do the change and then pay. I agree it's not clear. The system did what you told it to do. As suggested, ask nicely for a credit back on your account.

Dankaroo: Edit: you're right thanks. No they said they tried to change first and it didn't work for some reason.