Balance in prepaid account is not transferred to my postpaid account after switching

[switched_user]

I switched Virgin Plus yearly prepaid plan to postpaid monthly plan on Nov 7. However, left balance in my prepaid account is still not transferred to my postpaid account as credit. The store staff tried to contact backend twice for me but it wasn’t shown in my first bill. How would I know when the balance will be transferred as credit, or if it is under process?

[VirginPlusAntgio]

Hey there @switched_user , 

Welcome to the Community and thanks for your post. 

We will be happy to look into your concern for you and have sent you a private message with the details needed to get started. 

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