Last month i spoke to a store representative about changing my plan from 60$ to a smaller one.
He advised me to pay off my tab and switch to one of the new plans 45$ for 750 mb + 750 min. As the usual offer is 45$ for 500 mb + 500 min I decided this was a good deal and through self serve paid off my tab and switched plans.
When I got my bill this month I was charged the fee for the rest of my tab but my plan remained my old one (60$ for 1gb). I called into customer service and was told that i paid off my tab but did not switch to a different plan, more so I was repeatedly told that this plan never existed.
I don't understand how a plan can be advertised in store and online yet there be no records of its existence. I also do not understand why my change of plan via self serve did not go through.