I recently updated my prepaid plan option to take advantage of more data and my previous month of already paid service was cut short. Who can I contact to successfully resolve this issue?

Question

I have a prepaid Moto G that has had continuous prepaid service through Verizon for over a year. I switched this device to the $45/mo 512MB Smartphone plan when it was introduced last year, configuring autopay for the 29th of each month for service renewal on the 2nd of the following month and taking advantage of the autopay bonus of 512MB of additional data. On January 30th, I noticed that Verizon had transitioned to an updated plan of $45/mo for 1 GB and selected this new option from my phone on the My Verizon Mobile app with the expectation that this would take effect at my next renewal on February 2nd or at the very least any future months beyond February would have renewal dates of at least the 30th.
Instead, the $45 balance in my account from January 29th was used and the new plan was implemented immediately, wiping the remaining days from my already paid for service. Furthermore, because February only has 28 days, my new renewal date was set to the 28th not only next month, but for each month thereafter, despite the fact that this change took place on January 30th. At this time, my autopay is configured to occur on the 29th (except for next month), but all future plan renewals will occur a day before that.
While this may seem like a trivial issue to resolve, my autopay date was configured on the 29th for personal financial reasons and I am extremely frustrated to have lost additional paid for service for the second time. I lost over two weeks of a 2GB plan when moving to the 512MB plan initially, I just lost several days more in this transition, and a 45 minute online chat and two separate trips to a Verizon Wireless store totaling over an hour and a half of time in an attempt to resolve this issue by having my plan renewal date restored to where it was have been unhelpful, with the closest opportunity for resolution being "we can fix it, but we will have to disconnect your phone for several days".
At this point, I feel that some sort of account credit or allowance is warranted, at the very least, but I would still like resolution on fixing my plan renewal if possible. Who can I contact about this?

Answer 1

    a_gert, This is concerning, indeed! It's truly disheartening to learn that you've had such an experience with our Prepaid team.  We surely understand the importance of ensuring your payments are applied correctly; especially when changing plans. You can definitely reach out to our PrePay team directly at 888-294-6830 for a thorough review of your account to provide options in resolving your concerns.
TanishaS1_VZW
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