topic Re: Account suspended for no reason in Get Support

Account suspended for no reason

saby974 — Wed, 05 Jan 2022 17:21:55 GMT

I'm on autopay,

My balance due is 0

I turned on and off my phone,

I contacted a moderator for support (not helpful).

My account has been suspended for +24h now.

What can I do? Beside switching to an other operator.

Thanks

Re: Account suspended for no reason

shep22 — Sun, 02 Aug 2020 13:10:55 GMT

@saby974 wrote:
Hi

I'm on autopay,
My balance due is 0
I turned on and off my phone,
I contacted a moderator for support (not helpful).

My account has been suspended for +24h now.

What can I do? Beside switching to an other operator.

Thanks

@saby974 hi how did you contact a moderator they will and can help with this situation to contact the moderators ask Simon the robot here to speak to a human to generate a ticket check envelope top right for a response they usually reply between 2-48 hours also is it possible you recently received a new cc if so it must be updated in your self serve account

Re: Account suspended for no reason

esjliv — Sun, 02 Aug 2020 13:12:39 GMT

Hi @saby974 ,

Do any of your calling/text features work? If so, and you are due to have your plan renew today/tomorrow, this may be just part of your renewal status process on your SELF SERVE account.

What does it say when you call 611?

Re: Account suspended for no reason

gblackma — Sun, 02 Aug 2020 13:12:42 GMT

@saby974 try the lost/ stolen trick to reset your service. From your self service account enable the lost/ stolen feature log out, wait 5 minutes, log in and take it off. Log out and restart your phone. Stay safe.

Re: Account suspended for no reason

RossN — Sun, 02 Aug 2020 13:13:02 GMT

@saby974 hello have you tried making a manual payment dialing*611 or in your self serve?

Re: Account suspended for no reason

saby974 — Sun, 02 Aug 2020 13:21:00 GMT

It says that I have to make a payment and my balance due is 0 (I still paid 10$ extra but nothing changed)

Re: Account suspended for no reason

saby974 — Sun, 02 Aug 2020 13:22:03 GMT

Yes I did and still suspended.

I cannot text/call or receive anything

Re: Account suspended for no reason

saby974 — Sun, 02 Aug 2020 13:22:33 GMT

I'll try it now

Re: Account suspended for no reason

esjliv — Sun, 02 Aug 2020 13:25:01 GMT

@saby974 wrote:
Yes I did and still suspended.

I cannot text/call or receive anything

Hi @saby974 ,

Did you say you already contacted a moderator? If you did send in a ticket the Moderator_Team will be able to help you out with this, was it through this private message using this link?

Re: Account suspended for no reason

saby974 — Sun, 02 Aug 2020 13:44:40 GMT

I did turn it off. Logged out. Wait 10 min. Turned it on. Logged out. (turned my phone off /on).

My account is still suspended.

I got the message on the first that my payment was accepted. Still can't use it.

No txt, no call

Re: Account suspended for no reason

Anonymous — Sun, 02 Aug 2020 13:48:20 GMT

@saby974 wrote:
I did turn it off. Logged out. Wait 10 min. Turned it on. Logged out. (turned my phone off /on).

My account is still suspended.
I got the message on the first that my payment was accepted. Still can't use it.

No txt, no call

It's a little disappointing that the moderators weren't able to get you going.

Can you post a screen snip of your overview page? Blank out personal info of course.

Did you go through the Suspend/Resume process mentioned earlier.

Re: Account suspended for no reason

gpixel — Sun, 02 Aug 2020 20:38:31 GMT

@saby974 hi, try taking out your sim and then reinstalling it. check your credit card statement to see if you were double charged after.