I think I have a Moto E (1st Gen). On Dec 20, I received a text from GR saying that my credit card expiration date had passed. I ignored this message (didn’t even open it) thinking that it wasn’t a significant problem that demanded instant action, plus the kids were out of school and so had been busy keeping them active, and it the holidays so just busy overall. A follow up message was sent on Jan 1, and the account was suspended on Jan 5. On Jan 12, I updated the credit card and received a prompt message thanking me for payment. After two days went by, and still no service, I started searching for answers. I created a help ticket, but it either didn’t completely go through or got cancelled. I started another ticket, and also opened a chat line with Lena. She was nice and helpful, but it was clear that I had some kind of technical issue that wasn’t easy to solve; there was no activation option when opening the GR app. Later, Mason got involved and he seemed to think it was related to billing. Finally, Andrew got involved but his advice was similar to Lena’s, and so I was not able to move forward.
It is now a week or so without a working phone. I consider myself a good customer in the sense that I have been a good paying customer for some time. I don’t understand who Lena, Mason and Andrew are. Are they employees: what is their incentive to care about my problem? Why doesn’t anyone know how to reactivate an account? Is the best strategy to aggressively write negative reviews on various websites to punish this company and try to save others these types of hassles? Should I just wait and hope a Good Samaritan passes by and offers their help and hopefully has the technical knowledge to solve my problem? Should I just keep asking questions in this forum? What strategy will get me a working phone?
Edit: My ticket 1047420 and the ticket says I have a Moto G