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Prepaid top-up twice but no balance and expired base plan


I have automatic top-up with a VISA Debit card. This has worked for a couple years with no issue. Last month, I did not have sufficient funds to automatically top-up and so my base plan expired. A few days after that, I topped up my account ($15 + tax) and it still said my base plan was expired. Also, it showed $0.00 balance in my account. Today (2 weeks since first top-up), I topped-up again with $15 + tax. STILL no balance showing, and base plan is still expired. The transactions show in the transaction history on my self-serve and on my bank statement.

This is very frustrating, considering the usual slow response time of the prepaid self-serve website...  Has anyone else had a similar issue?  If I call customer service, will they charge me for the help?

Thanks

4 replies

Userlevel 6
So can you send texts?
Remember that 15 dollars just gives you texting.
If your balance was zero after topping up that is normal, as the 15 gets spent on your plan and then there is 0 remaining.
If you're trying to test your service by making a call it wont work as calls arent included in your baseplan.

If you're certain you have made 2 payments and your service is still suspended then you have to call in, and no you won't be charged.

Let us know how it goes.
I actually did just try texting and it turns out it does work.  I thought perhaps the base plan would give me a month's grace period after not paying on time.  So, if my service does end up being suspended, I will call customer service.

The confusion with the base plan just showing that it's expired (even though it's still working) is causing my concern.  For now though, I'll just sit tight.
Userlevel 6
Kevin Wiebe wrote:

I actually did just try texting and it turns out it does work.  I thought perhaps the base p...

Right on.
Let us know if you have any more issues going forward!!
Kevin Wiebe wrote:

I actually did just try texting and it turns out it does work.  I thought perhaps the base p...

Same thing happened to me today, I had to call 611 to get it sorted out (for free). The agent fixed it all right away!

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