topic Re: Account deactivation period in Get Support

Account deactivation period

TP0703 — Wed, 05 Jan 2022 06:36:27 GMT

Hi,

I have an account that I intentionally have on suspended status.

The user (my family member) is currently out of Canada and is planning to come back after a few months, so he asked me to just not pay for the next cycle and have it suspended..and when it comes close to the '90 days', just pay for the basic service to keep the line alive.

So, the previous renewal due date was November 20, 2016, and I thought I had until mid-February to pay and keep the line alive, as per the message from Public Mobile (I highlighted the 90 day part from the message as below):

===================================================

Your account has been suspended. Make a payment to reactivate your current plan.

Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service.

===================================================

However, the next part in my account shows as below (please see red highlighted part which is confusing to me):

===================================================

...

Plan Expiry Date: Nov 20, 2016
Account Deactivation Date: Dec 21, 2016
Current Balance: $0.00

Account Status: Plan Expired

===================================================

Shouldn't the deactivation date 90 days from November 20th, instead of December 21st?

Also, I have recently received emails from Public Mobile, with subject 'Tell us why you left...'

So, the account deactivation date as well as the email convince me to believe that I have passed the deactivation date, but I can still log into the account and the first message is 'deactivated after 90 days if payment is not received'...which is from November 20th.

Can someone please clarify the whole suspension & deactivation periods?

Re: Account deactivation period

WearySky — Wed, 18 Jan 2017 16:51:56 GMT

It sounds like a bug. If you can still login to your account and make a payment, your account hasn't been deactivated yet. But, as always, your best bet is to PM one of the mods just to make 100% sure. For example, @Shazia_K (doesn't really matter which one though, as they will all see it). Make sure you include all of your pertinent account details (PM phone number, account number, etc)

Re: Account deactivation period

MoreYummy — Wed, 18 Jan 2017 16:59:26 GMT

Deactivation in PM is when they simply delete your account. However it should be 90 days after the current plan expires and no payment. So your email is wrong. Wait for official to clarify or change for you.

Re: Account deactivation period

TP0703 — Wed, 18 Jan 2017 17:11:56 GMT

@WearySky wrote:
It sounds like a bug. If you can still login to your account and make a payment, your account hasn't been deactivated yet. But, as always, your best bet is to PM one of the mods just to make 100% sure. For example, @Shazia_K (doesn't really matter which one though, as they will all see it). Make sure you include all of your pertinent account details (PM phone number, account number, etc)

Thanks, I will PM the mods to get it checked and clarified.

Re: Account deactivation period

TP0703 — Wed, 18 Jan 2017 17:13:00 GMT

@MoreYummy wrote:
Deactivation in PM is when they simply delete your account. However it should be 90 days after the current plan expires and no payment. So your email is wrong. Wait for official to clarify or change for you.

Yeah, just like WearySky said, it looks like it's a bug in their system..I am just concerned the account will be entirely closed because of that bug before the expected due date.

I will PM mods to get it checked..thanks for your reply.

Re: Account deactivation period

TP0703 — Wed, 18 Jan 2017 17:16:37 GMT

@Shazia_K

Hi Shazia,

I have sent a PM to you..please check and help me.

Thanks

Terry

Re: Account deactivation period

Saray_O — Wed, 18 Jan 2017 18:42:53 GMT

Hey @TP0703!

I just sent you a private message 🙂

Re: Account deactivation period

TP0703 — Wed, 18 Jan 2017 19:51:17 GMT

@Saray_O

Thank you Saray!

I have read your message, thanks for your prompt help.

Re: Account deactivation period

carleenmasik — Fri, 14 Apr 2017 16:05:16 GMT

I have the same problem and it won't accept my payment.

Re: Account deactivation period

jaspreetkaurt — Thu, 31 Aug 2017 15:38:26 GMT

Hello everyone,

Actually my husband is going out of canada for 4 months so is there a way to put the services on hold so he can save money. Because he is not able to use the Public mobile services for those 4 months.

Is there any way?

Please help.

Re: Account deactivation period

WearySky — Thu, 31 Aug 2017 15:52:39 GMT

@jaspreetkaurt - unfortunately, the longest you can go without renewing service is 90 days. But that's 90 days after his current term's expiry date. Because PM is a prepaid service, it doesn't have any notion of a temporary/vacation hold. You pay for 30 or 90 days of contiguous service up front, and that's what you get, and that's it. So whenever your husband's current term expires (whenever the next payment is due), if you don't pay on that day (turn off auto-pay), you'll have 90 days grace period to go without renewing, after which the account will be closed, and you'll lose the phone number attached to it.