Grace period for new customers to change plans

[imm1304]

We have seen numerous people making a mistake or misunderstand the plan details and get stuck on the plan they didn't want. This happens because a plan change would cause them to lose the money they have already paid, even if it has been just a day.  

I understand that this is a prepaid service and there are no refunds.  Thats fine.  However, for new customers who are likely to make an honest mistake, it would make a lot of people happy if there was a grace period of anywhere between 2-7 days where the new customer can make 1 plan change and only pay the difference (or receive credit in the account for future use if downgrading the plan).

[Igor_M]

Hey @imm1304,

Thanks for your idea! As a prepaid brand, we're unfortunately unable to offer something like a grace period as you've mentioned.

We can, however, focus on improving our communication so that customers will not be confused about their plans.

[imm1304]

Hi @Igor_M!

Thanks for looking into this.  I am happy to hear that you are focusing on finding solutions regardless.  

[D_Sam]

There is a painful learning curve for switching to Public Mobile. I love the concept, but it's painful for new customers to figure out the ropes. I had signed up for a 30 day pass for my dad (octogenarian) who wanted to be like the other kids on his phone. One week later, he's over it - only needs talk. So today I signed in to switch to a 90 day pass talk only at the renewal date. 

The pop-up said that I need to add funds so I did, which then gave me the option to change plans NOW. Of course, this means that I can switch mid-stream and that is the best option, right? Wrong! I realize that I ending up paying $50 for 1 week because the new 3 month rate term and charge kicked in without any discount for time I had originally paid for. 

I've written to a Mod, but very frustrated with this self-learn and good luck because you're going to need it business model. 

I don't know the answer, but there must be a person dedicated to communicating effectively on this site somewhere somehow the best practices and warnings about being on your own with PM without a person to talk to Before taking a fall. 

[D_Sam]

Follow-up to my previous post. A Mod responded to my note right away. This in itself gets big courtesy points from me. He checked my payment history and turns out that my service started and payment was on July 29 and not Aug 19 which is the date on my Transaction History. Therefore, I'm 5 days short of the full month that I paid for, and don't need a credit anymore. The Mod was really great and I believe he would have given a credit or reversed today's change. 

My points are - (1) Mods are really responsive and helpful. I'm loving and hating the PM experience at once, but will stick with it for 2 numbers already ported and maybe a third one when that contract is up; and (2) Payment Transaction History could use a big makeover. The dates are wonky (Visa charged on July 29 but appears as Aug 19?), and all the credits are simply confusing and not necessary. I know what I signed up for, so just show that in the billing (extended details for discounts can be separate for anyone hunting that down). 

Now I have to search to find out how to mark a problem as solved here. Thanks.

[imm1304]

Hey @D_Sam, I hear you re the love-hate PM at the same time when faced with the quirky system. You make excellent suggestions. Happy to hear that your issue was resolved by the mods. To mark a post as solution, you will see "Mark as Solution" button on every post of any thread you have started.