Change in plan

[Eoin_73015]

I changed my plan

The way it was worded i understood it as id lose my current benefits that I paid for when I topped up and therefore i could change my scheduled top up to match but instead my benefits got removed completely, this feels misleadingly worded and i now wont have any plan for 3 weeks which feels like totally unreasonable given i paid for the full month already, should the plan change not be customer friendly?

Can I get the benefits I paid for back?

[Three_Shane1]

@Eoin_73015 Hi Eoin & welcome to the 3Community. For the example I'm going to give, let's say you're on our 3 Prepay 20 plan & your changing plan to our 3 Prepay 15. There is no carry-over of unused plan benefits if you change plans, no benefits associated with your previous plan will be carried over to your new plan. The reason is that each plan has different allowances which aren't compatible with each other.

As you've already changed your plan it's not possible to give you back the allowances that were left over before you changed. To activate your plan allowances you can top-up manually or change the date of your scheduled top-up so it activates the plan for you. 

[Eoin_73015]

Summarising my post and acting like it answers something isnt helpful

I dont think the warnings were worded correctly or this system of removing allowances from an account makes any sense

I do no appreciate being scammed out of being able to use my number which i paid for, giving more money for the service I already paid for is not an acceptable solution to a problem which shouldnt be the case in the first place

I do not have the budget to double pay for my phone bill

"You should know that new plan benefits will be available after top-up. Existing plan benefits will be gone."

 This very much implies to me that you get your new benefits when you top up and then your existing benefits will be gone

not providing a means for a smooth transition and wording things misleadingly is not customer friendly

Even if it doesnt get fixed for me this needs to get addressed in the future as its totally baffling

[Three_Shane1]

I do apologise that you thought my earlier post wasn't helpful but my response was taken from the T&Cs for our prepaid plans which state that when you change your plan you lose your old plan benefits. You can check this out here if you'd like.

I will pass along your feedback to the relevant team regarding the wording when changing your plan through your My3 account.