I have 2 lines, one line was offered 20GB more to my plan for free and the other line was offered 30GB to the plan for free as well. When I clicked to accept the offer, the message says "unable to add the bonus" and to call customer service. So I chose to use live chat instead, I got a rep name Erica who initially said she had successfully added the 20GB to one of my line but unable to add 30GB for the other line.
I then checked my account and found the line she said she successfully added 20 more GB per month for me now has a top up 1 GB for the month for $20. I then questioned the rep, she then realised she did that for me thinking she added the 20GB. However, she is unable to reverse the add on so the $20 charge remains on my account.
at the end of this, nothing was changed to my account but the $20 she mistakenly added on which she said she has to create a ticket for their internal to resolve and would take 7-9 days. Why am i being hooked on to some glitch and mistake i didn't do? this rep then "transferred" me to another department without acknowledging me. after waiting for another 10 min. with no response, I then left the chat. But I have saved the chat history. What is my next step?
