Data Overage Alert, Text Msg - reply YES to increase data - does not work

I have talked to (2) Vzn customers that have replied "YES" to the text message alert regarding data overage. Reply "YES" to increase your data plan by 2GB for $10. Both replied as instructed and their plans were NOT changed systematically as expected. Fortunately I was calling them pre-bill to review their usage and made the change manually. Is there a problem with this new reply system??
From Vzn: Effective 3/2/14, account owners can reply Yes to their data alert to make a plan change. The plan change is backdated to the beginning of the customer's bill cycle, and moves the customer to the next tier of MORE Everything pricing within the same plan category.

Hello RheaW, you pose an excellent question! After further review, there are currently no reports or outages with the alert system. When they replied yes, did the message go through completely? Do they have any premium messaging blocks? Keep us posted!
WiltonA_VZW
VZW Support
Follow us on twitter @VZWSupport

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> Hi all,
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