topic Re: Autopay Disruption in Get Support

Autopay Disruption

LMH — Wed, 05 Jan 2022 17:27:32 GMT

I've had my plan on autopay for years. The credit card used for autopay has not changed.

Today my transaction didn't go through automatically so I was cut off. When I went in to check the autopay details a credit card populated in that section was incorrect. Not my credit card. Not any of my credit cards. Not a cancelled one. Just a credit card that is/wasn't mine.

Has this happened to anyone else?

Re: Autopay Disruption

gpixel — Wed, 15 Jul 2020 18:46:24 GMT

@LMH interesting... this hasn't happened to me. contact customer support

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

make sure to check your inbox(top right corner envelope icon) periodically, for a message

Re: Autopay Disruption

RossN — Wed, 15 Jul 2020 18:46:29 GMT

@LMH wrote:
I've had my plan on autopay for years. The credit card used for autopay has not changed.
Today my transaction didn't go through automatically so I was cut off. When I went in to check the autopay details a credit card populated in that section was incorrect. Not my credit card. Not any of my credit cards. Not a cancelled one. Just a credit card that is/wasn't mine.

Has this happened to anyone else?

@LMH contact a moderator imediately somethings not right to contact a moderator click on the ? Bottom right hand corner Ask Simon to speak to a human this will help create a ticket to speak to a moderator check the envelope top right corner for a reply response time is 2 to 48 hours

Re: Autopay Disruption

Triguy — Wed, 15 Jul 2020 18:47:05 GMT

You should contact a moderator.

Here’s when and how to contact the Moderator Team:

Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work.

Re: Autopay Disruption

will13am — Wed, 15 Jul 2020 18:49:46 GMT

This is a disturbing finding. First time I have seen this reported. Definitely reach out to the moderator team and find out if they have records of when the credit card was changed in the account.

Re: Autopay Disruption

LotusB — Wed, 15 Jul 2020 18:54:41 GMT

What an unusual discovery! As a cautious suggestion, maybe update your account password just in case someone has unauthorized access to your account.

Re: Autopay Disruption

LMH — Wed, 15 Jul 2020 18:56:29 GMT

Very strange indeed. PWD updated! I've reached out to the MOD team.

Thx.

Re: Autopay Disruption

parhamr — Wed, 15 Jul 2020 19:02:42 GMT

Been a customer for 5 years and today my account doesn't work.

Same issue. Not happy at all.

Re: Autopay Disruption

gpixel — Wed, 15 Jul 2020 19:04:16 GMT

@parhamr you have a different card on your account as well?

Re: Autopay Disruption

parhamr — Wed, 15 Jul 2020 19:06:56 GMT

Nope. My issue was my credit card is still on my account, but my phone was inactive today. Autopay was today. Public mobile didnt charge my credit card.

Re: Autopay Disruption

kselmak — Wed, 15 Jul 2020 19:07:42 GMT

@LMH

If I was you I would change password and security questions right away.

Then contact moderators.

It may be that a kid was playing if you have your credentials saved, usually people don't hack in to put their own cards for payment

Re: Autopay Disruption

parhamr — Wed, 15 Jul 2020 19:08:23 GMT

I have contacted the moderators.

Re: Autopay Disruption

dabr — Wed, 15 Jul 2020 19:10:35 GMT

@parhamr wrote:
Been a customer for 5 years and today my account doesn't work.

Same issue. Not happy at all.

@parhamr Your CC isn't expired and needs to be updated? Did the payment go through if today was your renewal? You can try clicking the Reactivate button if the payment failed and then restart your phone.

Re: Autopay Disruption

gpixel — Wed, 15 Jul 2020 19:12:31 GMT

@parhamr Nope. My issue was my credit card is still on my account, but my phone was inactive today. Autopay was today. Public mobile didnt charge my credit card.

i see, that's a normal thing. if your card hasn't received a new expiry date, you can pay making a manual payment. choose the option "other, enter desired amount" then once you have "available funds" click the reactivate button. you can also call 611 to make a payment

Re: Autopay Disruption

geopublic — Wed, 15 Jul 2020 19:15:50 GMT

@LMH Wow scary stuff!!😬😯🤯

Re: Autopay Disruption

andrewmckinley — Wed, 15 Jul 2020 20:22:29 GMT

Yes, and browsing through here there are others with the same issue. I am also locked out of my Account. It has cost me a big chunk of the day.

Re: Autopay Disruption

andrewmckinley — Wed, 15 Jul 2020 20:25:56 GMT

I tried to pay over the phone. Bot dude said that the credit card wouldn't go through and to contact my credit card. Not sure what to tell them because it is working everywhere else.

Re: Autopay Disruption

gpixel — Wed, 15 Jul 2020 20:53:35 GMT

@andrewmckinley send customer support a private message here

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

make sure to check your inbox(top right corner envelope icon) periodically, for a message

Re: Autopay Disruption

andrewmckinley — Wed, 15 Jul 2020 20:56:46 GMT

@gpixel I have already reached out and connected with a moderator. Been waiting for a reply. Should I reach out again?

Re: Autopay Disruption

dabr — Wed, 15 Jul 2020 21:00:43 GMT

@andrewmckinley wrote:
@gpixel I have already reached out and connected with a moderator. Been waiting for a reply. Should I reach out again?

@andrewmckinley It's usually advised to only submit another message if no response for 48 hours. Just keep checking your envelope icon regularly for a reply.