Need Advice: Wind cancelled my holiday miracle plan even though it was suspended 6mo

**agentbob** · 10-18-2011, 09:21 AM

Hi All,

I've been out of the country for a few months (still am) but just found out wind had cancelled my holiday plan sometime in July... I'd previously paid $30 and had the pre-paid account put into 'suspension' and was told it would be good for 6months time. I called them today to be told my number and plan are gone and that suspensions are only possible for post-paid plans! I have a case number to talk to the retentions dept but don't have time to wait at the moment so I'll try calling back tomorrow.

Has anyone run into a similar problem and is there anything retentions can do to fix this? If not, what's my best bet -- who do I need to contact there to get this resolved?

- dan

**Mr Mystery** · 10-18-2011, 09:29 AM

Back office/retentions is your best bet. There are other threads from people with the exact same issue. Good luck hope it works out for you.

**Guest 178** · 10-18-2011, 09:38 AM

The rep you spoke with obviously had no idea about suspensions, prepaid accounts can only be suspended for 90 days whereas postpaid can be suspended for 6 months. Speak to back office about this, there should be someone that will be able to get it back for you...may as well ask for a postpaid account too if you qualify.

**agentbob** · 10-18-2011, 09:46 AM

How do I get ahold of back office? Or is that the same dept?

**Mr Mystery** · 10-18-2011, 09:50 AM

Originally Posted by agentbob

How do I get ahold of back office? Or is that the same dept?

You'd need to call Wind ask for the backoffice after explaining your sitch.

**Kraylin** · 10-18-2011, 12:11 PM

And i hope I'm wrong but I think your phone number is gone for good....

**hardy83** · 10-18-2011, 12:28 PM

Originally Posted by Kraylin

And i hope I'm wrong but I think your phone number is gone for good....

It may not be, but it depends if the number was given to someone else or not. If it was, they are sol.

**sunvv** · 10-18-2011, 12:33 PM

I guess OP has to fight to get the plan back, read the FAQ, it's a little bit "dangerous" to suspend some special/promotional plan.

http://windmobile.ca/en/support/Page...2#question-159

Can I suspend my service temporarily?
Answer

Sure. You can cancel your account and rejoin when you get back (don't you just love not having a contract?) or hold onto your number by suspending your account for up to six months (the latter option'll cost you $30). Either way, give us a call at 611 from your WIND phone or 1-877-946-3184 (1-877-WIND-184) to sort out the best option for you. If your phone has been lost or stolen, let us know and we'll temporarily suspend your account for up to a week at no extra charge.

Either way, if you’re on a promotional plan or signed up with a special offer, you may lose your promotional rate if your service is suspended at any time. Make sure you ask if your promotional rate will be affected before putting your account on hold or cancelling your service.

**agentbob** · 10-19-2011, 03:04 AM

That's all fine and dandy that they've had time to update their policies over time, but none of those policies existed at the time my account was put on hold. I'll try calling them today when they open and see how it goes.

**beachlover333** · 10-19-2011, 08:09 AM

I think it's very important that you actually paid the $30 for the six month hold, and have proof. That's your best argument. However, I now realized you said you were on pre-pay and as far as I know, there was no way the six month suspension could have been paid for unless you were pay-after. At this point though, you have nothing to lose, to pursue, other than your time. I'd let you use my HMP, but require a Tim Horton's coffee a month.

**agentbob** · 10-20-2011, 10:25 AM

I was on pre-paid, and was charged the $30 +13% gst while being assured everything would be fine. I have the credit card bill and notes under the account as well... I'm still overseas for a while so I wont be able to use it regardless, but still would like to get it sorted out. Need to wait for a stable enough 'net connection for skype to work out though

**mike1089** · 10-20-2011, 11:52 AM

This happened to me!

First guy told me there was even no proof that I paid to suspend it for 6 months and that even if he had proof there is no one in the company that could do anything.
He also told me that my line was canceled and my number was gone, he said there's nothing they can do.

I called every day for a week until I finally got it back.

Ask to be transferred to back office. They're the only ones that can fix it. If they tell you they're gonna do it and call you back say no and wait on hold, even if its an hour. I was promised a call back 3 times or more and was never called back.

I got my account back, with my same number and everything!

Good luck!

**mike1089** · 10-20-2011, 11:53 AM

Whoever charged you to suspend shouldnt have, because apparently you can only suspend post-paid accounts. I had the exact same issue

**JustinCredible** · 10-20-2011, 01:02 PM

Suspension for 6 months is postpaid only. With prepaid you can "forget" to top up for maximum 90 days. (I've actually never heard of a carrier that can "suspend" or "hold" a prepaid line anywhere)

Makes no difference what plan you have, as long as it's not a special promotional plan where you receive monthly discounts for a certain period. You need to stay active to get credits.

Holiday Miracle is just another permanently priced plan and follows the same rules as all other permanent priced plans. Prepaid: 90 days without paying, Postpaid: Six month suspension for $30.

If you go past either of those time periods, your account is cancelled (along with whatever grandfathered plan you may have) and the phone number is quarantined and then soon re-released to the public.

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