I have been a customer since 2014. My husband passed away and when I took his name off of the account they put mine on and gave me a new account number. When they did that my cantana was on unlimited but they do not offer that now so I my bill has gone from 137.00 a month to 346.00. Had I been told that I would have never changed it. I have talked to support and teir 2 and a manager. My account has been reviewed and denied. What a rip off.
We're very sorry to hear about this situation. It is true that some plans can't be reassigned on new accounts if they are retired. It will be our pleasure to review the account with you to make sure you have received accurate information. We'll send you a private note in the system.
I was a transfer your service agent years ago. You were told. Even if a rep didn't tell you directly, an account transfer doesn't complete until you accept terms & conditions. These terms have you verify with the last 4 (previously 6) of your SSN and you're shown the line you are taking over + the plan it's connected to.
It's denied because you agreed to the plan when you took it over. This is why it's important to read things and not just accept.