My name is Marcelle Fenton. One June 26, 2020 I did a name change on my telephone number (876) 997-3553 not knowing that this would also change the account number on the account as I was not told this. One morning I woke up and realized that I could not make any outgoing calls or send any text messages. My phone number had been barred. On Monday, August 3, 2020, I contacted customer care and was told that the reason my phone was barred was due to my phone bill not being paid. I have always paid my bills. As the agent did some more checks, I found out that I had a new account number and that the payments were going to the old account number. So, the payments for the month of June and July went to the old account number. The customer care agent advised me that she would escalate it to her supervisor, to get the payments transferred to the new account number so that I would be able to use my phone again. The agent escalated the matter and said she would call me back. The agent called me back and said that the issue would be resolved in three days.
After the three days had passed, I was still not able to use the phone. I called back customer care and explained the issue again and was told that the matter would be escalated again. I then called back the next week and was told the same thing. To no avail with customer care, on August 12, 2020 I decided to go back to the store where I did the name change. I waited outside in the sun for over three hours. When I finally got inside, I asked to speak to the supervisor and the supervisor rudely told me that they don’t deal with these issues in store anymore and that I should use some sort of machine to tell my issue to. I then said I would like to close the account and she said I would still have to use the machine for that issue as well.
This is duly unfair to me as I was not told that the account number had change. If I had known that all payments would have been made to the new account number. I would like to know when the payments will be transferred to the new account number. Please help me resolve this matter.
The old account number is 257376260000. The name on the account was Olecia Henry. I changed the name to Marcelle Fenton and was told by an agent that the new account number is 302297970000.
The June payment of $7000 was made on June 30, 2020 by credit card. The authorization code is 353270. The July payment of $10,000 was made on July 31, 2020 by credit card. The authorization code is 569618. Both payments were made through paymaster.
The only reason I am able to use the phone now is because I paid $20, 000 on the new account number on August 13, 2020.