Overcharge

[jacktrusk23]

I was on an old plan 12Gb $120 prepaid for 3 months.  I switch my plan to the $40 15GB back mid Nov which took effect on Jan 1. But system debited $120 ?? Can someone help?

[gpixel]

@jacktrusk23 

that usually happens when one is changing from a 90 day plan to a 30 day plan. for the refund it's about 1-2 weeks in my experience. however, if one is going to put the money back into the account, it makes more sense to leave the money and let the system withdraw from the balance. having funds in the account avoids auto-pay from making mistakes/failures/provision issues

[dust2dust]

Yes it is. They wouldn't be the only business slow to refund. They'll take your money in a hurry though!

I've never actually asked for a refund, it just seems to be the line around here.

[jacktrusk23]

several weeks for a refund, thats crazy.

[dust2dust]

Here's an option I would suggest. Leave it all there. Here's how it plays out. On your next renewal on Jan 31 you will get your $7 added to your $80 and then minus the $40 plan leaving you with $47. Then after that on Mar 2 you will get your $7 added to your $47 and then minus the $40 plan leaving you with $14. Then after that on Apr 1 you will get your $7 added to your $14 and then the autopay will need to take $19 from your credit card to add to the $21 to pay for the $40 plan. Then on May 1 and thereafter you will get the $7 and needing $33 from autopay.

Or you can ask support to credit you back the $80 to your credit card. This could take several weeks which might actually go past your next renewal.

Adding - forgot to say that you would want to watch your next renewal closely to make sure it doesn't hit your credit card for another $33. You should not get any charges until Apr 1.

[jacktrusk23]

correct $80 balance

[dust2dust]

I was expecting much messier as I had seen one a few weeks ago that was a nightmare.

So do you have an $80 balance?

[jacktrusk23]

[dust2dust]

$120 straight or minus the rewards? Payment history would be helpful. It could be a couple pages.

[jacktrusk23]

the plan is showing up correctly. and credits for autopay and loyalty is showing up correctly.  only thing not correct is it is still deducting $120 from my card vs the new plan fee less the credits.

[dust2dust]

The changeover from the old 90 day plans to the current 30 day plans is super messy. Yes use private mode or another browser or even device and preferably a non-mobile browser (desktop/laptop).

Maybe you could provide images of your payment history from here from before and through the change so we can see the mess.

[jacktrusk23]

no thats not it.  new plan took effect and it being deducted.

[NDesai · Accepted solution]

@jacktrusk23 It's possible your plan change didn't go through properly. Please take screenshot of transaction amounts and create a ticket to contact PM CS_Agent. 

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[Quigley]

@jacktrusk23 

Try logging into your account using a browser in incognito or private mode first.

Then do a refresh.

You might be looking at old cached information before.