Why am I charged $30 per month when the going rate is $25

[DeanKevin64 · Accepted solution]

Contact customer support and get them to give you the new plan price. They will change it if you contact them. Don't bother asking for refunds for past months because you won't get it, that has been mentioned on Visible's Reddit page already.

[Hjflake]

How do you contact customer support?

[Hjflake]

How do you contact customer support????????????? I’ve tried the chat , and that seems completely a joke. The robot replies and basically goes in circles never helping me one bit. How do i contact customer support????   

[DeanKevin64]

When using chat to get by the chatbot click something else, type agent, you might have to do this more than once. You can also message them on one of their social media platforms, Facebook, Instagram, Twitter, also on their support page on Reddit.

[allegator]

I wish it was that easy.  I purchased and paid up a 1 year standard plan at $275 (comes to $23 a month) and days later they started the "CHAMPS" promotion which bring you down to $20 per month with a 2-year commitment.  After a chat rep told me yesterday it would be easy to do (I have a screenshot), two reps today told me there is no way to change my plan.  The only way is to create a new account with a new phone.  Hard to believe they can't find a way of switching my plan (and locking me in for 2 years instead of one)!

[allegator]

I wish it was that easy.  I signed up for 1 year and paid $275 (comes to $23 a month) just before they rolled out the "CHAMPS" promotion, which bring the price down to $20 a month with a two year commitment.  A Visible rep assured me last night that I could be switched to the new promotion with no issues (I have a screenshot of the chat).  Today, when I wanted to make the switch, two separate reps told me I was given misinformation.  Hard to believe they can't find a way of switching my plan, especially once they told me they would -- but the answer was "no" 😣

[allegator]

I wish it was that easy. I signed up for 1 year and paid $275 (comes to $23 a month) just before they rolled out the "CHAMPS" promotion, which bring the price down to $20 a month with a two year commitment. A Visible rep assured me last night that I could be switched to the new promotion with no issues (I have a screenshot of the chat). Today, when I wanted to make the switch, two separate reps told me I was given misinformation. Hard to believe they can't find a way of switching my plan, especially once they told me they would -- but the answer was "no" 😣

[DeanKevin64]

If paid you already for a year they won't switch you to the CHAMP promo because if they did you would lose whatever months remained in your annual premium, they would not give you credit for it since it is not refundable. 

Also, the CHAMP promo is not a 2 year commitment or contract, it is just the promo price for 24 months and you can leave anytime. The annual plan you can leave anytime you wish but you forfeit whatever time remaining on the annual plan. Since Visible is prepaid they don't offer refunds.

[allegator]

Hi, thanks for the explanation.  I understand the technical reasons, but it's rigid, bureaucratic and not customer friendly.

If Visible has a better promotion now (same service level, less expensive, locked in 2 year monthly rate, leave anytime) they should have the leeway to accommodate a customer's request by offering a prorated refund on the unused months and flipping the customer over to the new plan.  They don't have to do this, but they should have a way to work it out and make a customer happy, especially if their rep told the customer he would be accommodated.

[DeanKevin64]

The "no refund" policy is listed in the T&C/details on the annual plan. I don't think any prepaid service from any carrier offers refunds but I could be wrong. Visible policy has always been no refund on the monthly plan. At least on a monthly plan you are not locked in and if you leave early in the month you are only out days of service versus months if on the annual plan.

The customer service at Visible are not reliable when it comes to taking their word for something. They are inadequately trained and I believe are scripted on what ever your issue is. 

[allegator]

Yep, I wish Visible would put themselves in my place.  I pay a year's service in advance to get $2 off the monthly price.  A few days later Visible says, "Never mind! Everyone gets $5 off, and no need to pay in advance, just month-to-month.  Oh, and we'll lock in that discount price for 2 years, but you can walk away at any time."  Most companies, would understand where a customer is coming from, and would find a way to give him those terms.  "No-refund policy?"  Fine!  They can keep my money, I love the service, just apply it toward those much better terms.