topic Re: confused in Get Support

confused

dr-et — Wed, 05 Jan 2022 10:32:48 GMT

Hi everyone,

I need help with a problem I have had since the 15th of August.

I have autopay for all my four accounts with PM.

they activate at different times,3 went through the other did not.

I tried to pay with a different card but public mobile blocked it.

Account was suspended it , once PM decided to allow the card account showed actived and showed an amount that had to be paid. paid the balance but phone wont allow me to dial as it says that the local phone is along distance and i do not have that addon to comlete the call.

now on my account it shows

Amount to top up previous plan: 0

Plan expiry date 30th AUG

Account deact date 15 Nov which was next autopay

Account balance :120

Account status :plan expired

E verytime I log on my account i get a different status amount, really frustrated.

Any ideas and or help will be greatly appreciated

status plan expired

Amount due to top uo

Re: confused

Effort — Thu, 30 Aug 2018 15:08:29 GMT

Read:

https://productioncommunity.publicmobile.ca/t5/Plans-Add-Ons/EXPIRED-vs-SUSPENDED-AVAILABLE-FUNDS-vs-REWARDS-and-other/m-p/87391#M10445%C2%A0

It is normal for how Public Mobile renews accounts. As long as your phone continues to work and your account never says suspended, your account is fine and the renewal will work itself out.

Re: confused

mimmo — Thu, 30 Aug 2018 15:12:33 GMT

Try browsing in incognito mode. I know when I log off of one account and log into another I sometimes see details of the first account.

Is there a reactivate my plan button somewhere on your screen?

Re: confused

will13am — Thu, 30 Aug 2018 15:13:01 GMT

@dr-et, were you trying to pay for all 4 accounts using the same credit card? There is a glitch in the system that seems to not like having more than two accounts on the same credit card. It takes a bit of work to overcome this limitation. In any event, you will need to reach out to the moderator team to sort out the account issues. The moderator team can be reached via private message using this link. Please include in the private message account number and PIN code. Refer to the following knowledge base link for additional information on contacting the moderator team.

Re: confused

dr-et — Thu, 30 Aug 2018 15:15:49 GMT

even now when I try to make a payment

It says your account has enough balance {with red letters}

Inside the grey square {your plan is suspended due to insufficient funds

account balance 120}

Re: confused

dr-et — Thu, 30 Aug 2018 15:17:35 GMT

yes but it wont let me enter any amount to pay mimmo

Re: confused

mimmo — Thu, 30 Aug 2018 15:20:45 GMT

It's a system issue at this point. Not sure if rebooting phone might trigger something in the system to cause a reset. I think your best hope is to contact mods.

@Alan_K this is another common issue people face: plans not renewing even with available funds.

Re: confused

dr-et — Thu, 30 Aug 2018 15:21:08 GMT

Will I have been dealing with them since the 15th

five different ones was told that the card will be unbloked

Re: confused

dr-et — Thu, 30 Aug 2018 15:27:26 GMT

I am waiting for Alan K ,perhaps he can look in to it

they have all the info as we have had a few private messages with the MOD team

Re: confused

mimmo — Thu, 30 Aug 2018 15:30:54 GMT

Alan is not a moderor I think he is o e offline the higher ups. I tagged him to highlight a comb enough issue. If you want help you need to send a message to @CS_Agent

Re: confused

dr-et — Thu, 30 Aug 2018 15:45:33 GMT

done... trying to resolve since the 15th

thank you for your help and advice.

Keep on helping

Re: confused

dr-et — Thu, 30 Aug 2018 16:52:02 GMT

finally done !!!!

something i should have done from the start

star 611 same messages there

amount due 0 etc.....

forced a payment and it accepted it,unlike the the self serve online.

plan working. Still dazed and confused for someone who prides on being tech savvy

Again thank you all for the help and putting up with my rants

Elias

Re: confused

dr-et — Thu, 30 Aug 2018 16:52:51 GMT

untill next time