topic Re: My account has been suspended. in Get Support

My account has been suspended.

WCannon — Wed, 05 Jan 2022 07:23:25 GMT

Hey guys, I need a little help:

I signed up for the 12GB for $120 plan by porting my number over from Freedom mobile. Everything seemed to have gone smoothly except now my account is suspended. When I log into my account the following message shows up: "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." It's also showing a balance of $126 which appears to come from a $120 charge plus $6 for signing up for an autopay reward. The payment being requested is for an additional $60 which would bring the total to $186.

The only possible thing I can think of is that I somehow signed up for one plan but recieved another. But why would it only charge me $120 then and not the $186?

Anyone have any idea what's going on?

Re: My account has been suspended.

will13am — Fri, 07 Jul 2017 03:47:35 GMT

Looks like you've encountered some sort of account related problem. You will need the help of a moderator to resolve this issue. The moderator team can be reached via private message. Refer to the following links for information on private messaging and how to contact a moderator.

http://productioncommunity.publicmobile.ca/t5/Getting-Started/Private-Messages-viewing-and-creating/m-p/56161#M9215

http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: My account has been suspended.

Samianauman — Fri, 07 Jul 2017 03:47:38 GMT

It's seems like system error. I would suggust get mod involved
Send a private msg
Add
Email address
Phonenumber
Detailed explaination of issue

http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updated-Contacting-our-Community-Moderators/ta-p/76452

Re: My account has been suspended.

SD08 — Fri, 07 Jul 2017 06:08:03 GMT

@WCannon

This is a common glitch recently where the system tries to give you the wrong plan from the one you ordered. In this case, it tried to give you the 12GB plan for $186, so the $120 it collected was not enough to cover it. Thus the suspended status. I believe all you need to do is go into your self-serve account and select the 6 GB Freedom promo (province-wide talk, global text, 6 GB data) and "change plan" immediately, since you have the funds available. This way, you'll have your service running sooner. Then, private message a moderator to get them to add the bonus 6 GB manually.

Edit: @mimmo is right (good catch). I'd forgotten about the block against changing plans on expired/suspended accounts. Looks like it's best to wait for a moderator's help to get your service running after all, unless you're willing to front another payment and get a credit back later, with no guarantee of success in the meantime.

Re: My account has been suspended.

mimmo — Fri, 07 Jul 2017 05:42:56 GMT

@WCannon

you can try the plan change but i believe because the account is suspended you can only renew the plan you are on.

so you can try adding 60$ and activating the plan. but not sure if it will work (heard a couple people saying it didnt)

Re: My account has been suspended.

WCannon — Fri, 07 Jul 2017 13:32:20 GMT

Thanks for all the help! I've sent a message to @CS_Agent.