Give CS agents a mechanism to re-add packages
I have subscribed to a skype long distance package for 10 years. recently, i had some issues logging in to my skype account (due to some confusion relating to the move to make skype accounts microsoft accounts many years ago) in order to update my CC number and my package expired.
Now i find i can't renew the existing package and must instead pay a higher rate for the same service as a new package, and that your CS agents cannot give me the old package back or give me a discount on the new package.
that is an absolutely ridiculous way to treat a long term customer. you should fix it by giving your CS reps power to do something about it.