topic Re: Urgent: Your account has been suspended in Get Support

Urgent: Your account has been suspended

thefool — Wed, 05 Jan 2022 08:26:44 GMT

Hi folks, I just sent the below message to the Moderator Team but I haven't had a response and I'm not sure if there is anything else I can do. I currently don't have service and my credit card on file is active. Why didn't autopay automatically charge my card?!

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Good day,

Once again the autopay has not worked, and the result is our service being suspended today, with the following message:

"Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan. Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service."

Should I select the "Reactivate Current Plan" button and get this fixed or is this something you can assist with?

Thank you!

Re: Urgent: Your account has been suspended

thefool — Mon, 23 Oct 2017 14:34:10 GMT

How long does it usually take the Moderator Team to respond? It's been an hour and I've been without service all morning. How do we escalate?

Re: Urgent: Your account has been suspended

imm1304 — Mon, 23 Oct 2017 14:40:36 GMT

Hey @thefool,

You can go ahead and manually reactivate if you like. It won't hurt.

If you have sent a private message to @CS_Agent, they will get back to you shortly if they haven't already replied. Mod hours are from 9am to 9pm eastern time today so they are around to help if needed.

Re: Urgent: Your account has been suspended

Luddite — Mon, 23 Oct 2017 14:51:22 GMT

@thefool The message does say ignore if you are on autopay. If your phone is still working just ignore that message. Your account will say "Expired" and "Suspended" during the autopay cycle but normally srervice continues! It's a special feature of Public Mobile's accounting system.

Re: Urgent: Your account has been suspended

imm1304 — Mon, 23 Oct 2017 14:54:16 GMT

Hi @Luddite, the autopay has failed and service has been lost. So this will need action from either @thefool or the mods.

Re: Urgent: Your account has been suspended

thefool — Mon, 23 Oct 2017 14:55:30 GMT

Thanks @Luddite that is exactly what happened last time, but this time it shows suspended and the service is not working. I'm still waiting to hear back from @CS_Agent but if I don't shortly I'll probably just go ahead and do it manually so I can actually get my service back. This is quite frustrating.

Re: Urgent: Your account has been suspended

Luddite — Mon, 23 Oct 2017 14:57:18 GMT

@imm1304 Sorry; missed that in the post. I need a vacation!

Re: Urgent: Your account has been suspended

thefool — Mon, 23 Oct 2017 15:21:20 GMT

Thanks folks, I have gone ahead and processed this manually since I still have had no response from the @CS_Agent whatsoever. I appreciate the support from all of you, my service is now back on.

@CS_Agent why does this keep happening to so many people? Why does service get suspended when autopay is activated? Why do I need to spend 2 hours panicking every 90 days (as per my plan) and deal with these technical issues? Please advise.

Re: Urgent: Your account has been suspended

pakmode — Mon, 23 Oct 2017 15:22:42 GMT

Sounds super frustrating OP. Hopefully this all gets sorted out sooner, rather then later.

Re: Urgent: Your account has been suspended

Johnnyrsx — Mon, 23 Oct 2017 16:08:36 GMT

I have just suffered the same issue with my wife currently on a roaming plan in the US. The plan now shows as ACTIVE, however she still has no service in the US. Her vacation is essentially ruined without cell service or data and Public Mobile is to blame.

Most likely the Glitch with the AutoPay has deactivated her service from the roaming plan in the US and by the time she comes back to Canada the issue can't be resolved in time!!

Re: Urgent: Your account has been suspended

Johnnyrsx — Mon, 23 Oct 2017 16:13:41 GMT

My thought around this problem is to make sure you pre-pay ahead of the 90 day so called "AUTO PAY" so that you don't temporarly get suspended from their service.

I have been with Public Mobile since October 2016 to the day and have never suffered this issue until this weeked.

Re: Urgent: Your account has been suspended

imm1304 — Mon, 23 Oct 2017 17:00:10 GMT

Hi @Johnnyrsx!

Please send a message to @CS_Agent and at least try to restore service for the remainder of her vacation. Provide her public mobile phone number in the private message and have them fix this.

Re: Urgent: Your account has been suspended

Johnnyrsx — Mon, 23 Oct 2017 17:08:33 GMT

I have e-mailed them already and they are looking into the situation. The problem is that currently she has no service and it's very difficult as she has to access wifi areas to keep in touch with me. She has no access to Uber and without data basically she has no way of keeping tabs on us. It's a very stressfull situation!!

Re: Urgent: Your account has been suspended

imm1304 — Mon, 23 Oct 2017 17:14:41 GMT

Sounds terrible. I hope there is a solution and she manages to make contact with you so you can let her know when its sorted.

@Johnnyrsx wrote:
without data basically she has no way of keeping tabs on us.

Hang in there. Hold down the fort 😉

Re: Urgent: Your account has been suspended

mah648 — Tue, 24 Oct 2017 03:09:02 GMT

I'm in the same boat. Account suspended and just made a payment paying the balance, but still no service.

Should I message a moderator or is there something I can do manually to resume service?

Thanks!

Re: Urgent: Your account has been suspended

srlawren — Tue, 24 Oct 2017 15:20:25 GMT

@mah648 I'd recommend you private message the moderator_team asap.

Re: Urgent: Your account has been suspended

Acekiller — Tue, 24 Oct 2017 18:19:18 GMT

I consistantly have extra money in my account to avoid the autopay issue.

Re: Urgent: Your account has been suspended

srlawren — Tue, 24 Oct 2017 23:23:49 GMT

@Acekiller wrote:
I consistantly have extra money in my account to avoid the autopay issue.

@Acekiller while I don't "constantly" have extra money in my account, I must admit that I have consistently manually topped up my account for the full renewal cost a day or two before each of my renewals to date. While I don't really think I'd run into issues, I'd rather discover those issues a day or two before my renewal if there are any, than risk losing service for a period of time.

So, while I don't think this approach will work for everyone, and I don't generally recommend it, I can say that to date, it's been completely effective for me to avoid any renewal gremlins. (Having said that, I'm sure I've just jynxed myself! LOL)