Complaint Review: page plus cellular - Nationwide

Page Plus allows you to pay for plans by the month.  If you want to pay for multiple months in advance to avoid disruption of service, you do what is called "stacking" plans.  I've done this many times in the past but when I did it today it completely deleted my current plan which had barely been used.  Page Plus basically stole $30 from me.  When I asked if it could be reversed, they said it was impossible and that it was policy to do this to their customers.  They are THEIVES.

Here is a transcript of our chat:

Reference Number 745441344873220387

DATE/TIME: 2016-03-24 12:30:05

Chat Transcript

You : I just attempted to stack a pin and it doesn't appear to have stacked. It looks like it wasted my whole remaining amount and applied immediately.

Isabelle : Thank you. It shows that you're on the $39.95 plan which will expire on 04/23/2016.

You : Yeah.. that was not the intention. I had a whole lot left on my last one. Why didn't it stack like it always has in the past?

Isabelle : What was your previous plan?

You : 1200

You : I had over 1000 min left and plenty of time too. This is really unacceptable

Isabelle : Okay. If the current plan is lower and you applied a higher plan before the current one expires, it will definitely kick in right away and will you lose everything on the current plan. It will only stack if the plan you applied is the same or is lower than the current one.

Isabelle : Since your previous plan is lower, the $39.95 plan kicked in right away.

You : That is ridiculous. Why in the world would anyone want that?

You : (except pageplus of course)

Isabelle : That's the policy here and it automatically replaces a plan lower than the one just applied.

You : so just a big F-U to the customer basically.

Isabelle : I'm sorry about what happened but that's part of the policy. The $39.95 plan replaced the $29.95 plan since it's higher.

Isabelle : It automatically renewed the plan in the account.

You : So you just flushed 30 bucks down the drain because that's your policy?

Isabelle : I'm really sorry but, that's what we follow. And it's automatically done by the system.

You : Well, surely you can undo it.

Isabelle : I really can't undo it.

Isabelle : I'm sorry.

Isabelle : Is there anything else that I can assist you with?

You : This is nothing short of theft.

Isabelle : I'm sorry about what happened. We didn't want you to lose any service but that's part of the policy.

You : I understand that stealing from your customers is part of your policy.

You : and I will make sure that everyone on social media hears about it as well as all authorities that apply.

You : Either way, it's theft for the sake of theft, but where is this thieving policy disclosed?

Isabelle : I'm really sorry. But you should've contacted us first right before you added the higher plan. We could have provided you the right information in regards with adding a higher plan with a current lower plan.

You : No, you should have a policy that doesn't automatically take advantage of your customers for no possible reason other than to enrich yourself at their expense.

You : There is no legitimate reason to have such a policy other than to screw customers over.

You : WHERE IS THE POLICY DISCLOSED?

Isabelle : We always ask our customer before making changes in the account including early renewal or adding a higher plan since this would happen. Everything on the current plan will be forfeited once you request for it.

You : I'm wondering how many other people you've done this to. I think a class action lawsuit might be in order.

Isabelle : It's applicable to all the customers who use our service since it's our policy. Once you apply a higher plan, it will automatically forfeit everything on the current plan and the service end date changes.

You : WHERE IS THE POLICY DISCLOSED?

You : IT NEEDS TO BE IN WRITING SOMEWHERE FOR CUSTOMERS TO SEE IT.

You : No one in their right mind would do it if they were aware of it.

Isabelle : Hold on please.

You : Yeah, that's what I thought. You can't find it either.