My Sun Postpaid Plan Retention Application

I have an existing postpaid account with sun cellular under data plan 450. I used this plan for work related communications. It's inclusions are:

- Alcatel handset

- Unlimited calls and text to sun

- 250 texts to other network

- 250 mb data allocation

- 24 months lock-in period

I applied this plan last March 11, 2017 and it's expiring this coming March 11, 2019. I plan to retain my number since I have been using it for all of my important dealings, bank accounts data and other personal data. However, I wanted to apply for line only plan retaining this number.

Sun has new non-stop LTE plan line only starting from 399,  599, 799 and 999. If with handset, the non-stop LTE plan starts from 599, 799 and 999. Since I opt to line only plan, I prefer the plan 399 only with the following inclusions:

- Non-stop Facebook, Messenger & Google Search

- 1 GB open access data

- Non-stop calls to Sun

- Non-stop ALL-NET text

I am itching to actually change my plan already so I called their hotline 200 to inquire if I can avail earlier of the retention plan downgrading my existing plan.

March 1, 2019

I called their hotline, 200 and they confirm that I can actually avail of the retention plan earlier even if it will result to downgrading my existing plan. I am relieved.

March 2, 2019.

At SM City Cebu.

I am at the Sun Shop, waiting for my number to be called. When it was my turn, I ask the customer service representative (CSR) I wanted to apply for retention of my existing plan. She ask for my mobile number and check their system and she said I am qualified to apply for retention.

I then told her I wanted to downgrade my plan to line only, as I don't need another phone. She then suddenly told me, I cannot apply for one and that I have to wait for my plan to expire in the next 9 days. She further stated that they can only process RENEWAL or UPGRADE of the existing plan in advance or before the plan expiry.

I am irate and insisted that I called the hotline and they confirmed that I can downgrade my plan ahead on a Sun Shop only because they can only process renewal or rewards claiming via hotline. The CSR was staring at me with blank face, whispers to her fellow CSR beside her and told me they cannot process my request. I ask them, how much do I pay for the difference, since I am thinking that it's only 9 days difference, for terminating my account. They told me that I had to pay 10,800 for terminating my account as it was stated in the contract I signed and then they can process the downgrade.

Seriously, Php 10,800 for the 9 days difference?! Oh my. My disappoint only grows more and I insisted to ask for a copy of that contract per se. I receive another blank face from the CSR attending me. I ask her if what are the other options as I don't want to come here again in 10 days just to renew my contract, the hassle and inconvenience it brings.

She whispers again to the CSR beside her and then told me that she can have me filled up their application form for downgrade but she will only process it on the 12th of March. Oh my good heavens, I got a sigh of relief. She then ask me to pay my pending bill due on March 8 and then had me me pay the advance one month bill of 399.

Whew! Almost a disappointment but then finally resolved. I hope this will give light to those who plan to downgrade their plan.