upgrade problems

[lljames76555]

I recently received a phone call from sales about upgrading to Gen 5. I agreed to the upgrade. But instead of upgrading my account, a new account was started. So, when I received my bill for this month, I am being charged for 2 open accounts. When I contacted the Account Management dept, I was told that I could not get a full credit for the old account as it was never closed. I am getting a pro rated credit on next months billing. I do not think this is very fair. They can check the usage on the old equipment and see that it was not operational for the previous month. I also had purchased tokens just before the upgrade and I was told that I can not transfer them to my new account or receive a refund for the unused tokens. I feel like I am being ripped off

[Liz]

Hi Lori,

Welcome back to the community, thank you for reaching out, I'm sorry to hear this is happening. I helped you last time you had this issue and had your accounts separated, so I definitely want to get to the bottom of this. Let me investigate further for you and I'll send you a private message once I have any updates or questions.

  Your patience and understanding are much appreciated.

[Liz]

Hi Lori,

Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns.