topic Re: Auto-Pay activated still not renewed in Get Support

Auto-Pay activated still not renewed

rutulshah17 — Wed, 05 Jan 2022 08:35:51 GMT

Hi,

Auto-pay was activated on my account, Its been 5 hours, I have sent 3 emails to moderators still I cannot get it working. I am really sick and tired of all this. I face this issue every time my account needs a renewal.
My account have enough funds and Amount Due is also zero. Can you please explain how am I suppose to deal with this ?

Best,
Rutul Shah

Re: Auto-Pay activated still not renewed

ShawnC13 — Wed, 15 Nov 2017 17:17:18 GMT

@rutulshah17, sorry to hear of your issue and I understand it is very frustrating. Your phone currently has no service? IF this is the case you have done all you can do and now need to wait for the MODS. Sending multiple private messages to them will not speed up the process as they take service issues in the order they are received. Now if your phone is still working the autopay is a weird setup where it actually seems to take 2 days to go from account suspended to being paid. If the main page of the self serve shows your renewal date today, I am sure the reward tab will show tomorrow's date. This is when the payment gets applied to your account.

Re: Auto-Pay activated still not renewed

srlawren — Wed, 15 Nov 2017 17:20:59 GMT

@rutulshah17 one quick clarificaion: you said you sent emails to the moderators.... did you mean you sent them private message(s)? The email support has been discontinued. If you did happen to email them instead of private messaging, please follow this:

You will need to click here to send a private message to the moderator_team for assistance. They are Public Mobile support employees who can help with your issue.

In your message please include:

PM account email address
PM phone number
Detailed explanation

Note: Community Moderators are available from Mon-Thursday 9am to 9pm, and Friday, Saturday, and Sunday from 9am to 7:30pm [All times in Toronto/Montreal time zone]. You can message them at any time, and they will respond as soon as possible within those working hours. More information about the community moderators.

Re: Auto-Pay activated still not renewed

photosbydan — Wed, 15 Nov 2017 17:28:53 GMT

@rutulshah17 I had a similar issue, sent a message to the mods and they were able to sort it out.

When you log onto your account, under Payment, Manage Autopay, does the button at the bottom say 'Remove Autopay'?

Re: Auto-Pay activated still not renewed

rutulshah17 — Wed, 15 Nov 2017 17:59:48 GMT

Yes, I did sent it as a Private Message and included my Account Number, Mobile Number and explanation.

Thanks

Re: Auto-Pay activated still not renewed

rutulshah17 — Wed, 15 Nov 2017 18:07:11 GMT

Hi,

On my main page (overview), under the Account Status, It shows "You are currently registered for dynamic Autopay" and then It displays information like "AutoPay Next Payment Date" and "AutoPay Amount", So I think AutoPay is set up.

When I checked under "payment" section, I also cannot see, "Manage Payments"

Thanks

Re: Auto-Pay activated still not renewed

rutulshah17 — Wed, 15 Nov 2017 18:53:01 GMT

Yes @ShawnC13, My phone currently has no service. And how long do I have to wait for MODS to answer my questions ?

Best,
Rutul

Re: Auto-Pay activated still not renewed

ShawnC13 — Wed, 15 Nov 2017 19:02:18 GMT

@rutulshah17, that I can't answer as I don't know what type fo current backlog they are experiencing. That is why it has been asked for many times is to have a trouble ticketing system or something that states approximate time for service or return of private messages

Re: Auto-Pay activated still not renewed

Michael77 — Thu, 16 Nov 2017 03:53:12 GMT

@ShawnC13 wrote:
@rutulshah17, that I can't answer as I don't know what type fo current backlog they are experiencing. That is why it has been asked for many times is to have a trouble ticketing system or something that states approximate time for service or return of private messages

I agree.