topic Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve in Announcements

[ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Tiana_V — Fri, 22 May 2020 14:31:35 GMT

Hi Community,

Great news! We wanted to let you know that our technical team has been successful in addressing a known issue in our Self-Serve portal. We also want to extend a big thank you to our customers who flagged this issue for us.

Previously, on the Overview and Payment pages in Self-Serve the Payment Due Date was overstated by one day. It actually reflected the plan renewal date. We’ve since changed Self-serve to reflect the renewal date. All payments are due before the renewal date in order to ensure continuous service on your account. You’ll see this as “Payment Due Before” on the Overview page, for example.

We're constantly working to improve our systems and fix any bugs. We’re excited to be able to cross this one off our to-do list. Let us know what you think below!

- The Public Mobile Community Team

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

ShawnC13 — Fri, 22 May 2020 14:35:13 GMT

Wow just coming out with lower prices and bug fixes on a Friday!! Fridays are usually when Governments give the bad news and save the good news for Mondays so it can be talked about all week!

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

gblackma — Fri, 22 May 2020 14:48:25 GMT

Thanks @Tiana_V , but it's still a little misleading since the payment will be taken at 2 am eastern standard time the day before. For example it said that my payment was due before May 23rd. I was charged at 2am est this morning, the 22nd. Stay safe.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Naepalm — Fri, 22 May 2020 14:50:15 GMT

@Tiana_V Well HAPPY FRIDAY!

Great news and especially appreciate the communication on these things. Thank you for taking the time to inform us, we know you all are working hard to improve our experience and a short communication solidifies that.

Thank you!

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

will13am — Fri, 22 May 2020 14:55:50 GMT

Maybe I am rebellious, but I like to original system that had two dates, both the payment due date and renewal date. That apparently caused too much confusion and one date was dropped.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

gpixel — Fri, 22 May 2020 15:07:51 GMT

@gblackma I noticed they changed this a week ago. now you're saying they're taking money a day before now?

I wonder if this will cause their account to lose service, on a day they've already paid for?

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Anonymous — Fri, 22 May 2020 15:10:37 GMT

@gblackma , @Tiana_V

You might be on to something. I noticed the date change a few days ago and it seemed correct. But now it's the last day. My calendar item that I use to keep track is now the same as the top date. 611 is the same. Autopay down below is the same.

And then you're saying your renewal is off.

So something's still up.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Staliger — Fri, 22 May 2020 15:44:37 GMT

@Tiana_V Thank you for continuous improvement and support of the system! Thrilled to see what changes are coming towards us in the future!

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

popping — Fri, 22 May 2020 16:07:15 GMT

@Tiana_V ,

Thank you for fixing the due date confusion. Now, it is clear now. One less thing that we need to explain to PM subscribers.

@Luddite

You can cross out the due date confusion from your bugs/quirks list. Thanks for compiling this list.

https://productioncommunity.publicmobile.ca/t5/Self-Serve/Bugs-quirks/m-p/545975#M42289

@Alan_K

Since you are in charge of upgrading our self-serve portal, some items on the above list are great feedback for PM QA department to test the new self-serve portal.

Have a better and better days!

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

zhadj030 — Fri, 22 May 2020 19:49:45 GMT

There is still "estimated payment" glitch showing the wrong price

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

BearFBI — Fri, 22 May 2020 20:01:16 GMT

Wait what. Payments are comeing out a day before now ? My payment due date is the 25th. So now @gblackma is saying that he's getting charged a day before. So would my renewal look like this ? The payment gets taken out at 2am on the 24th and it sits in my account, then it takes that money on the 25th to renew the plan ?

I'm still a little confused.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

gblackma — Fri, 22 May 2020 20:05:12 GMT

No @BearFBI Your credit card will be charged at 2 am eastern on the 24th.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

BearFBI — Fri, 22 May 2020 20:31:40 GMT

@gblackma So my plan will renew on the 24th now ?

I understand that my CC will be charged at 2am on the 24th but will my plan renew on that date or will the balance sit in my account and it will be renewed on the 25th ?

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

gblackma — Fri, 22 May 2020 20:36:19 GMT

Yes @BearFBI it will renew around 8 am est on the 24th and you will get a rewards message around 12 noon and a payment thankyou message on around 12.03 pm on that day.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Vivian_Y — Fri, 22 May 2020 21:14:36 GMT

Hi Community,

I'm on the Public team, and worked on pushing this bug fix through. It sounds like there's some confusion around this issue/resolution, so let me try to clear things up 😀

Previously, the text on the Self-serve page was "Payment Due Date: [DATEX]" and "Pay your amount due by 11:59PM on this day...". This was incorrect, as [DATEX] was actually the renewal date - meaning payment should be made before [DATEX].

Just to clarify, nothing has been changed in the actual billing process - we will continue to bill at the same interval as before this bug fix. The only change is that the text on Self-serve now reflects the correct process.

Thanks,

Vivian

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Anonymous — Fri, 22 May 2020 21:45:22 GMT

Hi @Vivian_Y :

I may have been hallucinating again but I'm pretty sure that for a few days there after a change on this date thing that it was right. This was after the 11:59 sentence was removed but before the announcement today.

Now it's the last day of paid service. I distinctly remember commenting here on this change and that it saying before the shown date that it made sense. Ok. Show the first day of paid service but have it say to pay before then. All good. But now it shows the last day of paid service and to pay before then. But before say the 23rd is the 22nd. But it doesn't really need to be paid until the 23rd as that is the last day of paid service.

After all that rambling... 🙂 ...I think the date could still be the day of the new term and that you have to pay before which is technically 11:59 of the day before which would be the last day of paid service. That was all fine. But now it's not.

I don't know how to write this entire post any shorter... add 1 to the field for last day of paid service or use the field for the first day of paid service. Keep the text about paying before and it all makes sense.

The old way didn't make sense only because of that 11:59 sentence. Then there was a recent change saying pay before and showing the new term date. Now it's the end of term date.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

computergeek541 — Fri, 22 May 2020 21:55:19 GMT

@Anonymous

In the end, all that was done was to remove the 11:59pm reference. The dates are still the same as before. From, a billing perspective, this was cosmetic.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

gblackma — Fri, 22 May 2020 21:58:21 GMT

@Vivian_Y mine said pay before May 23rd. The payment was taken out at 2 am today the 22nd. I received my thankyou 611 payment text message at 12.02 pm today. None of my rewards were applied. 😂

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

Anonymous — Fri, 22 May 2020 22:01:24 GMT

@computergeek541 wrote:
@Anonymous
In the end, all that was done was to remove the 11:59pm reference. The dates are still the same as before. From, a billing perspective, this was cosmetic.

The same as before popping noticed the change back in Oct or whatever yes. But now it says to pay before that day. It's not necessary to pay _before_ per se as you have up until 11:59pm ET to make your payment. Before means before 11:59pm ET of the day before. Not necessary.

I'll agree that it's mostly semantics. But if they're going about making changes then make it clear and unambiguous.

Re: [ISSUE RESOLVED] Renewal and Payment Due Date in Self-Serve

gblackma — Fri, 22 May 2020 22:25:08 GMT

@Tiana_V , @Vivian_Y , @Anonymous , @BearFBI 611 has the correct payment due date and time. Try it and please fix the self service portal. It should say like 611 doe Payment will be taken out at 2 am eastern standard time the day before it actually says now. Thanks. Stay safe.