topic Re: Payment issue in Get Support

Payment issue

Manpreetdhammu — Wed, 05 Jan 2022 16:41:59 GMT

Hello,

I paid for the plan to be renewed on the next cycle. The payment is deducted from my account, but it is still showing that you did not pay. Why is that?? I got so frustrated.

Re: Payment issue

JoyLuck — Sat, 18 Apr 2020 16:54:10 GMT

Is your phone working?

Re: Payment issue

ShawnC13 — Sat, 18 Apr 2020 16:54:34 GMT

@Manpreetdhammu wrote:
Hello,
I paid for the plan to be renewed on the next cycle. The payment is deducted from my account, but it is still showing that you did not pay. Why is that?? I got so frustrated.

So is your phone suspended even though you made a payment? I would contact the moderators to raise a trouble ticket.

To contact the moderators you need to click on the "?" in the bottom right-hand corner of the screen. This will take you to SIMon the chatbot and there you will follow the prompts to raise a trouble ticket.

Community Moderators are available from Monday-Friday 8 am(Eastern) to 12 am(Eastern) and Saturday, and Sunday from 8 am(Eastern) to 10 pm(Eastern)

More info on moderators

Re: Payment issue

NDesai — Sat, 18 Apr 2020 16:55:59 GMT

@Manpreetdhammu Do you currently have service? If not, try enabling/disabling the lost/stolen phone feature from your self-serve account and rebooting your phone. If that does not help, pls post a screen shot of the payment history from your self-serve account. Make sure to hide any personal details.

Re: Payment issue

Anonymous — Sat, 18 Apr 2020 16:56:23 GMT

@Manpreetdhammu wrote:
Hello,
I paid for the plan to be renewed on the next cycle. The payment is deducted from my account, but it is still showing that you did not pay. Why is that?? I got so frustrated.

That sounds a little mixed up. It wouldn't ask for payment on a future change. You might have done an immediate change. Then it asks for money.

Maybe it would ask for payment on a future change if autopay isn't set up. I haven't tried that.

Check your renewal date up top. If it's 30 days out now from when you did this then that's what happened.

Re: Payment issue

geopublic — Sat, 18 Apr 2020 19:05:46 GMT

@Manpreetdhammu It's part of the renewal process. Everything will be back to normal by tomorrow just ignore the message if your phone is working. 🙂

Re: Payment issue

gpixel — Sat, 18 Apr 2020 17:01:20 GMT

@geopublic I think he wanted to change his plan on the next renewal date, but it took money from his account. I agree with @Anonymous something doesn't add up.

Re: Payment issue

gblackma — Sat, 18 Apr 2020 17:01:42 GMT

@Manpreetdhammu The normal PM renewal process is expired, then suspended, payment comes out at 2am est (on the self service account date) then the plan resets for the next 30 day cycle at 6am est. Once your phone is working properly ignore it. Just check for you 611 payment thankyou text message tomorrow.
Renewal process screenshots https://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/If-I-have-a-credit-35-00-does-that-mean-I-can-disregard-a-text/m-p/519184/highlight/true#M44535

As long as your service is working properly then ignore the status of the account. Also dial 611 if it gives you a renewal date 30 days from now, you should be okay. If you need more help, please ask. Thanks. Stay safe.

Re: Payment issue

Anonymous — Sat, 18 Apr 2020 17:04:42 GMT

@gpixel wrote:
@geopublic I think he wanted to change his plan on the next renewal date, but it took money from his account. I agree with @Anonymous something doesn't add up.

To be fair, it's an interpretation of the OP. The OP didn't say plan change.

So we'll see if they get back to us.

Re: Payment issue

Naepalm — Sat, 18 Apr 2020 17:20:51 GMT

@Manpreetdhammu

what it is showing might be for your next month. If your service stil says active then you should be fine. Does the balance of your account say zero ?

Re: Payment issue

hairbag1 — Sat, 18 Apr 2020 17:50:09 GMT

@Anonymous wrote:
@gpixel wrote:
@geopublic I think he wanted to change his plan on the next renewal date, but it took money from his account. I agree with @Anonymous something doesn't add up.
To be fair, it's an interpretation of the OP. The OP didn't say plan change.
So we'll see if they get back to us.

IF....