topic Re: Account suspended with autopay? in Get Support

Account suspended with autopay?

reemkhan — Tue, 04 Jan 2022 18:19:54 GMT

I have two lines with PM. Both are showing the suspended banner at the top:

"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."

Both are on 90-day autopay. One of them had a 90 day payment done Oct 26th, so it should be valid until Jan 23. The other had a 90 day payment Nov 26th.

Since its showing up on two lines, I was just wondering if this is a widespread issue and if it will go away on its own.

Re: Account suspended with autopay?

jun3280 — Tue, 29 Nov 2016 22:01:29 GMT

I'm in the same boat. PM shows that my account shows a positive balance (as they've charged my credit card), but because my plan change was not successful - my account has been suspended.

As I've alluded to before - PM should implement a measure to ensure service is continued as long as the account is in good standing - and look to resolve matters in a less disruptive manner.

Just my two cents 🙂

Re: Account suspended with autopay?

reemkhan — Tue, 29 Nov 2016 22:20:03 GMT

My problem is a little different. The plans weren't changed, so they are working fine. Their deactivation date is late in December. So I can't make sense of the suspended message. Can one of the moderators clarify? @Shazia_K @Mary_M.

Re: Account suspended with autopay?

mbghs — Tue, 29 Nov 2016 22:21:53 GMT

Seems like they have a glitch in their system. Other people had almost similar issue whereby their account goes in SUSPENDED status.

Hopefully they fix the issue soon.

Re: Account suspended with autopay?

Luddite — Tue, 29 Nov 2016 23:08:33 GMT

First Situation: If your account says Expired or Suspended but your phone still works wait one day. That message often disappears.

Second Situation: If service has stopped during a future plan change; read through this post:

http://productioncommunity.publicmobile.ca/t5/Self-Serve/Change-to-new-plan-failed-Now-service-suspended-Help/m-p/113050#M9023

Third Situation: Service stopped mid plan for no reason read this:

http://productioncommunity.publicmobile.ca/t5/Paying-for-your-service/NEW-BUG/m-p/111912#M7848

And risking "overkill":

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

http://productioncommunity.publicmobile.ca/t5/Getting-Started/BE-PREPARED/m-p/112014#M20827

Best of luck.

Re: Account suspended with autopay?

jun3280 — Tue, 29 Nov 2016 23:49:54 GMT

I was about to reply to this thread - as I was examining my account - and Luddite provided the solution I stumbled upon.

At the end of the day PM's infrastructure is still in its developing stage. Understanding there may be hang ups, it's apparent they operate by a "money first policy" which I'm fine with.

In reviewing the details of the botched account updated, I realized they had already withdrawn $120 from my account - sitting in Balance. However, my Current Plan indicated I would have owed $150. Wires appear to have been crossed - but service was disrupted, because the system figured I was still on the $150 configuration, despite already drawing $120.

Topping up the balance fixed the issue. That said, I expect PM will credit me back once they get to my private message. I'd rather wait for a resolution now, than dealing with an angry wife with no phone service.

Re: Account suspended with autopay?

reemkhan — Thu, 01 Dec 2016 22:36:43 GMT

Could someone please help?

@Jeremy_M @Mary_M @Shazia_K

Re: Account suspended with autopay?

reemkhan — Thu, 08 Dec 2016 05:53:03 GMT

Mods?

Re: Account suspended with autopay?

reemkhan — Tue, 13 Dec 2016 14:15:29 GMT

I was able to get it resolved by going to this link https://publicmobile.ca/en/on/get-help and then selecting the following options to create a ticket: My Account, Rate plan and Add-Ons, Rate Plans.

Re: Account suspended with autopay?

Mary_M — Tue, 13 Dec 2016 21:35:00 GMT

Hey @reemkhan,

Thank you for reaching out to us!

I'm really sorry for the delayed response, but I am glad to hear that both issues were fixed 🙂 Remember, our response time will decrease once the backlog is cleared !

Cheers,

Mary