@duy2cents if you check your last 3 invoices before the price increase you will see the notification of an upcoming price increase.
Hello Princeyute10,
I understand there might not be a need to check a monthly statement regularly. However, that does not mean that customers shouldn't be checking their statements every month. I know, that's an unpopular opinion, though. It's the same as reading Terms and Conditions or Privacy statements etc before accepting a service. Many people do not choose to read those statements prior to agreeing to use a service etc...
I had provided an explanation why providing a price increase notification via text message would not be appropriate here. The same reasoning could be used for email. While the mobile providers could send out the notifications via email, there is no guarantee a customer would receive that email. Both of those methods are send and hope the recipients receive the message. Even if customers do receive the messages, they could claim they did not receive them. There is no receipt that messages are received.
With regards to providing the notifications via the App, there is no guarantee customers actually use the App. On the other hand, all post-paid customers receive a bill. Having official notifications mentioned on the bills ensures they are, at least, received by customers.
Hope this helps 😀
Cheers
Hey! I understand where you're coming from, @me79.
While we make every effort to minimize the impact these change may have on our customers, price adjustment are occasionally necessary as part of routine business operations. These modifications enable us to make the improvements required to satisfy growing consumer demand and provide top-notch connection.
If such changes are required, we will always notify you via bill message at least 30 days in advance as outlined in our Terms of Service. This policy is very similar with other postpaid carriers.
We're always happy to go over your options if you reach out to customer service.
Hello Hirscho,
Welcome to the community!
I don't think anyone likes price increases. I understand people like the notion that prices would never increase. Unfortunately, however, the cost of everything increases. At some point, those added costs would eventually increase the operating costs for companies. I don't think it's feasible for any business to not occasionally adjust their service/plan prices in response to rising operating costs.
@hirscho wrote:
...send such notifications by text message rather than hiding them in a bill that I rarely consult since I have set up automatic payment....
Unfortunately, I don't think just sending notification of an increase in price via text message is practical. I understand customers often receive other notifications via text message, however, they cannot be considered an official means of notification. While the mobile providers can send out notifications via text messages, there is no guarantee (or verification) customers will actually receive the messages. There are situations where those messages would not be received and therefore customers not notified. For example, if a device is turned off or unreachable for a number of days, the SMS messaging centre won't be able to deliver the messages. It might not be a big deal if a customer does not receive a notification of a promotional offer. However, customers would complain they were not notified of a price increase, even though the text messages might have been sent.
On the other hand, all post-paid customers receive a bill. Having official notifications mentioned on the bills ensures they are, at least, received by customers. Customers are expected to go over their monthly bills even if they have pre-authorised payments enabled. Whether customers choose to review their bills or not is not any business' responsibility.
Hope this helps 😀
Cheers
