Jump Credit balances for customers who switch to sponsored plans

A few partners have raised questions this week about what happens to customers’ credit balances when they switch to a sponsored plan like Ciena.

Jump customers will be used to seeing the credit balance on their dashboard when they sign into Jump. However, when they move to a sponsored plan like Ciena this balance disappears from their dashboard. The Skinny Jump team has acknowledged that this shouldn’t happen and have some work in progress to get this re-instated.

The good news is that balances on customer accounts will remain for 12 months after their last plan renewal. However, for customers on multi-year sponsored plans who can not renew a data plan, this can be a problem, as they will eventually lose any credit balance.

Customers in this situation should contact the Skinny Care Team on 0800 475 4669 within 12 months to arrange a refund.