Kyivstar changed a woman's tariff plan and wiped out her account balance—here's the company's response.

Kyivstar upgraded a woman’s plan to a higher one. However, the operator canceled the funds that were in her account. The relevant comment was left by the customer on December 19 under the company’s publication.

According to the woman, payment for the previous plan was made two weeks ago, and Kyivstar fully charged for the new plan. She is questioning where her funds for the two weeks paid under the previous plan went.

"Do you have a conscience? What a nice gift: switching to a higher plan. Moreover, the payment for the previous plan was made two weeks ago, and now the full charge for the new plan has been taken. So where is my money for the two weeks paid under the previous plan?" the woman inquires.

Kyivstar's Response to the Woman's Complaint

Kyivstar commented on the woman’s complaint. They noted that full payment is deducted if customers change their plan on their own.

"Full payment is deducted if you change your plan on your own. The terms of the tariff plans state that the previously provided amount is canceled. If this is an auto-replacement, then your new payment will not be deducted. The scheduled payment date for the plan remains," said Kyivstar.

How Kyivstar Subscribers Can Find Out the Payment Date for Their Plan

In the My Kyivstar app, the payment date can be seen on the main screen under the name of your plan. The payment date for the plan is also displayed on the widget – currently, this option is only available for iOS. To view billing details, go to the History section – all information about expenses and top-ups for your number is stored there. You can apply filters by type or categories and select the period for which you want to view transactions. The History section contains all account actions for the last 6 months, and the data is updated automatically.