Old plan - didn't top up for 3.5 months - monthly charge date changed and topped up

[DelightfulCrocodile]

I had been on an old $25/month plan, and at the time, the monthly charge was billed on the 11th of each month.  

I didn't top up since February since the person using the phone is out of the country right now.  I logged in to check the status, and a pop up said that I needed to top up by May 11th or I would lose the phone number.  That was at the beginning of April.  I logged in today, and added more than enough money to cover the next top up, and there is $40 in the account.

But my home page says that the top up date is the 1st of the month.  It's been almost 12 hours and payment still hasn't been taken.

How do I tell the system to take payment?  I can't seem to figure out how to contact anyone for help

[LuckyMobileKris]

Good morning, @DelightfulCrocodile. Thank you for reaching out.

Payment is withdrawn on the anniversary date of the account - either for auto-pay, or for users who top-up manually and have a balance.

If you topped up on May 1st or earlier in April, this payment would've been automatically used on May 1st, and in turn ensuring the account would not be closed at the originally stated date of May 11th, moving that date up to September if no more top-ups are made in the meantime. The second payment, made on May 9th, will not be applied towards the monthly cost of the plan until June 1st, the next anniversary date.

For changing the anniversary date and thus when payments are withdrawn, we recommend taking a look at this thread here, Changing automatic top-up date, and the solution provided by @MK4753 . As you hadn't topped up the account since February, you would've unintentionally followed the steps for how to change it; thus why it moved from the 11th of each month to the 1st.

Let us know if you have any further questions. Best wishes.

— Kris

[DelightfulCrocodile]

I don't understand how this applies to my situation.  The anniversary date was always the 11th.  Auto-top up billed my credit card on the 10th of each month, and then on the 11th the $25 charge was billed for my plan. 

My last auto-top up was January 10th.  On January 11th, the $25 plan was billed to the account.  

I didn't do any other top ups until May 9th.

In my payment history, it shows each usage period from the 11th of one month to the 10th of the following month.  Except April.  For April it shows the period as being from April 11th to April 30th. 

It also shows a period for May 1st to today.  And even stranger, it shows a top up on May 1st, and the $25 plan charge also on May 1st, and the top-up I just did on May 9th.   I didn't do this top-up.  Is this the system's way of showing my phone number is still active?  I'll try to inserte a screen shot.    

Also I tried to click on "change plan", and it looks like the $25 plan isn't available anymore, and now it shows that I have to complete something on that section.  I'll try to paste that here: