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Surprising phone credit message...

jimchjones
Hooked
Posts: 5
Registered: ‎11-02-2023

Surprising phone credit message...

I got an email today recommending I top up the home phone credit when I'm at less than 20% of the limit! Is that expected or reasonable do you think? 

 

Message was... 

-------------------------


Account Username: xxxxxx
We thought you should know that you are £59.92 away from reaching your Home Phone credit threshold.

Call credit details


• Credit threshold: £75.00

• Credit used: £15.08

• Credit remaining: £59.92


What you should do

We suggest that you top-up your Home Phone call credit.
If you reach your credit threshold, an administration fee of £5.76 would be charged on your next subscription payment.

2 REPLIES 2
Townman
Superuser
Superuser
Posts: 23,200
Thanks: 9,719
Fixes: 162
Registered: ‎22-08-2007

Re: Surprising phone credit message...

What’s reasonable very much depends on the nature of usage. We’ve seen users making some calls which quickly consume their credit with very few calls. Waiting until the credit is all but exhausted might leave them with not enough time to avoid surcharges.

It’s better that one is informed sooner allowing time for action, than being too late to effect action.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

pjmarsh
Superuser
Superuser
Posts: 4,046
Thanks: 1,599
Fixes: 21
Registered: ‎06-04-2007

Re: Surprising phone credit message...

Also it is only a suggestion that you pay for your calls now.  If you don't do it, and you don't make enough chargeable calls to put you over the credit limit, then they will just be added to your next bill.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.