Lost $12 iphone value pack when changing numbers

[tylaw]

Hi

About a month ago, I changed my Calgary number to a Vancouver number. In the process, somehow, my $12 iPhone value pack was taken off my account.

When I asked to add it back, they said it's unavailable (how is that even possible when it's obviously a system issue that removed it in the first place). Then, I learned that I could just get the $7 call display and $5 value pack to get me my caller ID back & my visual voicemail so I asked the rep on the phone to add them back separately. He encountered various system issues that prevented him from adding these add-ons to my account without paying off the remainder of my plan (so I'm trying to add on more services and it's making me pay off my entire contract??). Finally, he tried to postdated the effective date of the add ons to September 2 and it went through. However, today, I received an email telling me I have to pay a $145 downgrade fee. I believe there is a system glitch that is affecting my account. (After changing numbers, I also had my account linked to some random person's name and random numbers as well before I called to fix it)

Since I have called multiple times without success and reps provided me with unsatisfactory answers (they either tell me they can't do anything or tell me I have to pay off my contract to add the add ons which is of course ridiculous), I'm hoping someone here will know how to fix this issue.

Thanks!

[tylaw]

Hi there @tylaw

Thanks for getting in touch with us through our Community!

You shouldn't be billed a downgrade fee for simply removing/adding a value pack - it definitely sounds like something went awry there!

I'll send you a PM so we can discuss this further & help fixt this matter asap Thanks again!

[FidoCatherine · Accepted solution]

Hi there @tylaw

Thanks for getting in touch with us through our Community!

You shouldn't be billed a downgrade fee for simply removing/adding a value pack - it definitely sounds like something went awry there!

I'll send you a PM so we can discuss this further & help fixt this matter asap Thanks again!