topic Re: Community moderater in Get Support

Re: Community moderater

mebwp — Wed, 05 Jan 2022 17:48:30 GMT

I have been on auto pay for years . autopay did not deduct payment. Account suspended. cant add credit card. Not impressed that my account could be just suspended with no warning, and I checked with my credit card company and they say no payment was requested from public mobile

Re: Community moderater

gpixel — Sun, 16 Aug 2020 02:03:48 GMT

@mebwp it happens try calling 611 to add funds to your account. if it's still not working contact customer support here

type "no service"

(use the chat bubble options, then click "submit a ticket, click me" option)
https://publicmobile.ca.ada.support/chat/

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

Re: Community moderater

Dunkman — Sun, 16 Aug 2020 02:04:11 GMT

@mebwp

@mebwp wrote:
I have been on auto pay for years . autopay did not deduct payment. Account suspended. cant add credit card. Not impressed that my account could be just suspended with no warning, and I checked with my credit card company and they say no payment was requested from public mobile

Autopay fails sometimes unfortunately. You should have been able to manually load funds equivalent to your month's payment.

If you are re-entering your credit card information, make sure address exactly matches billing address. If apartment number, keep that section blank.

Re: Community moderater

mebwp — Sun, 16 Aug 2020 02:05:19 GMT

I have tried 2 different cards

Re: Community moderater

mebwp — Sun, 16 Aug 2020 02:19:31 GMT

help please

Re: Community moderater

shep22 — Sun, 16 Aug 2020 02:21:26 GMT

@mebwp contact the moderators ask Simon the robot here to speak to a human to generate a ticket mention credit card failure check envelope top right for a response they usually reply between 2-48 hours

Re: Community moderater

esjliv — Sun, 16 Aug 2020 13:27:55 GMT

Hi @mebwp ,

Are you up and running today?

Did you still have services yesterday? If so, and your self serve My Account said Suspended, that can be the part of the 30 day renewal process the day before it renews.

Re: Community moderater

mebwp — Sun, 16 Aug 2020 13:37:48 GMT

Still not up. Speaking to moderater who is looking into it.

was on 90 day auto pay. opened account in 2016. always deducted properly.

Account suspended. no email, no warning.

won't accept any credit card I put in.

will go to a store today to buy a voucher so at least my phone will work again.

Very disappointed with the situation.

Re: Community moderater

Anonymous — Sun, 16 Aug 2020 13:40:33 GMT

@mebwp wrote:
Still not up. Speaking to moderater who is looking into it.
was on 90 day auto pay. opened account in 2016. always deducted properly.
Account suspended. no email, no warning.
won't accept any credit card I put in.
will go to a store today to buy a voucher so at least my phone will work again.
Very disappointed with the situation.

Please try to remember that you've had fine service all these years. Technology happens.

You can also buy vouchers online.

Re: Community moderater

Triguy — Sun, 16 Aug 2020 13:41:33 GMT

You can also make a payment using recharge.com or ding.com but there is a service charge.

You could keep a balance in your account do in the event that your credit card fails there are funds to cover payment.

Re: Community moderater

RosieR — Tue, 25 Aug 2020 21:01:08 GMT

@Anonymous wrote:
@mebwp wrote:
Still not up. Speaking to moderater who is looking into it.
was on 90 day auto pay. opened account in 2016. always deducted properly.
Account suspended. no email, no warning.
won't accept any credit card I put in.
will go to a store today to buy a voucher so at least my phone will work again.
Very disappointed with the situation.

Please try to remember that you've had fine service all these years. Technology happens.
You can also buy vouchers online.

@Anonymous can you be a little bit more compassionate? After all the poor user has been with PM since 2016 and suddenly without warning their account got suspended. Wouldn't you be upset also if that happened to you? I would.

@mebwp that sucks big, isn't? I hope your problem get solved asap. Cheers!

Re: Community moderater

Anonymous — Tue, 25 Aug 2020 21:26:16 GMT

@RosieR wrote:
@Anonymous can you be a little bit more compassionate? After all the poor user has been with PM since 2016 and suddenly without warning their account got suspended. Wouldn't you be upset also if that happened to you? I would.

@mebwp that sucks big, isn't? I hope your problem get solved asap. Cheers!

The customer was offered options. If I had a service that worked perfectly for 4 years and suddenly it didn't, I would be well here we are it's my lucky day. Now what can I do get it going. Oh ok I could get vouchers or instant top-up and then figure things out with the moderators.

It's just about perspective.

We get people coming in screaming and yelling and threatening that they're going to leave over something out of the ordinary happening. Perspective.

Then we get people coming in asking what has happened and what to do. They get helped along the way. Maybe we can get them going. Maybe only the moderators can. The whole time the customer is keeping calm, cool and collected and off they go with a thank you.

Different strokes. Perspective.

Re: Community moderater

geopublic — Tue, 25 Aug 2020 21:46:00 GMT

Public needs to fix this Auto-Pay fiasco asap. If I had my hydro or gas on autopay and everything worked for 4 years and all of a sudden it didn't to no fault of my own. If my hydro or gas was shutoff as a result then I would be very upset. Technology happens is not an excuse not when this is a known issue that has been going on for a very long time.

Re: Community moderater

mebwp — Tue, 25 Aug 2020 21:49:29 GMT

Ok RosieR as you said lets keep it in perspective.

where was I yelling and screaming?

I was out for the day.

It happened while I was in my car.

I was not given any options. All I knew was that my phone was not working.

I didn't know why since there was no warning no email absolutely nothing.

All I knew was that my phone did not work. period.

I had to figure it out. When I did I tried to pay with 3 different credit cards(all which were fine but did not work in the public mobile system.

It wasn't till I was home later that evening and could go on my computer that I was able to try and get a hold of a moderator to see what was going on and find out about vouchers.

Yes i know as you said technology happens.

What I was upset about and am still upset about is that the system would simply shut down my phone with absolutely no warning when I have been an excellent customer for 4 years.

What if my car broke down at night and I had no phone service . What if there was an emergency.

The point is if you have loyal customers and a payment does not go through properly, for whatever reason you dont just shut down there system automatically with no warning.

Not sure how that doesn't make sense to you

Re: Community moderater

Anonymous — Tue, 25 Aug 2020 21:59:31 GMT

@mebwp

All of that is towards me. Not RosieR.

Their money-taking system absolutely needs to be fixed. And they have implemented a couple measures to inform people of a payment failure. But there absolutely should not be failures from their end. But for a pre-paid system, it can't know if you're just done with the service. Or the card has expired. Or you moved.

Unlike post-paid services like power and gas, this is pre-paid. You get all kinds of grace period and warning letters and such. In fact it's even hard for those utilities to shut you off. So I don't equate the two.

Any SIM-based cell phone can call 911 even without a SIM installed. So those kinds of emergencies can be handled.

Re: Community moderater

RosieR — Tue, 25 Aug 2020 23:46:18 GMT

@mebwp wrote:
Ok RosieR as you said lets keep it in perspective.
where was I yelling and screaming?
I was out for the day.
It happened while I was in my car.
I was not given any options. All I knew was that my phone was not working.
I didn't know why since there was no warning no email absolutely nothing.
All I knew was that my phone did not work. period.
I had to figure it out. When I did I tried to pay with 3 different credit cards(all which were fine but did not work in the public mobile system.
It wasn't till I was home later that evening and could go on my computer that I was able to try and get a hold of a moderator to see what was going on and find out about vouchers.
Yes i know as you said technology happens.
What I was upset about and am still upset about is that the system would simply shut down my phone with absolutely no warning when I have been an excellent customer for 4 years.
What if my car broke down at night and I had no phone service . What if there was an emergency.
The point is if you have loyal customers and a payment does not go through properly, for whatever reason you dont just shut down there system automatically with no warning.
Not sure how that doesn't make sense to you

@mebwp I was not the one who said anything about "perspective". I am the nice sympathetic one, geesh! It's @Anonymous who you want to smack around. LOL

Re: Community moderater

ShawnC13 — Wed, 26 Aug 2020 00:09:20 GMT

@RosieR wrote:
@mebwp wrote:
Ok RosieR as you said lets keep it in perspective.
where was I yelling and screaming?
I was out for the day.
It happened while I was in my car.
I was not given any options. All I knew was that my phone was not working.
I didn't know why since there was no warning no email absolutely nothing.
All I knew was that my phone did not work. period.
I had to figure it out. When I did I tried to pay with 3 different credit cards(all which were fine but did not work in the public mobile system.
It wasn't till I was home later that evening and could go on my computer that I was able to try and get a hold of a moderator to see what was going on and find out about vouchers.
Yes i know as you said technology happens.
What I was upset about and am still upset about is that the system would simply shut down my phone with absolutely no warning when I have been an excellent customer for 4 years.
What if my car broke down at night and I had no phone service . What if there was an emergency.
The point is if you have loyal customers and a payment does not go through properly, for whatever reason you dont just shut down there system automatically with no warning.
Not sure how that doesn't make sense to you

@mebwp I was not the one who said anything about "perspective". I am the nice sympathetic one, geesh! It's @Anonymous who you want to smack around. LOL

There is no need to smack around anyone. I didn't think any of @Anonymous post was abrasive or confrontational. If you do you haven't been around long enough to see when he does get feisty. @mebwp have you been able to get your service restored, are you in contact with the moderators?

Re: Community moderater

RosieR — Wed, 26 Aug 2020 00:24:11 GMT

@ShawnC13 oh Mr. Oracle sir. I didn't say @Anonymous was abrasive nor confrontational at all. I said "be a little bit more compassionate", which now I see is wrong because it would suggest that @Anonymous had compassion. I should have said "be a little compassionate."

Re: Community moderater

ShawnC13 — Wed, 26 Aug 2020 00:28:09 GMT

@RosieR wrote:
@ShawnC13 oh Mr. Oracle sir. I didn't say @Anonymous was abrasive nor confrontational at all. I said "be a little bit more compassionate", which now I see is wrong because it would suggest that @Anonymous had compassion. I should have said "be a little compassionate."

@RosieR, I don't know why there needs to be this type of comment made. This type of comment is asking for confrontation. We are all here to help people not sure why comments like this are required. I see you just registered recently, I hope your experience has been a positive one so far.

Re: Community moderater

Anonymous — Wed, 26 Aug 2020 00:38:38 GMT

@ShawnC13 wrote:
@RosieR wrote:
@ShawnC13 oh Mr. Oracle sir. I didn't say @Anonymous was abrasive nor confrontational at all. I said "be a little bit more compassionate", which now I see is wrong because it would suggest that @Anonymous had compassion. I should have said "be a little compassionate."

@RosieR, I don't know why there needs to be this type of comment made. This type of comment is asking for confrontation. We are all here to help people not sure why comments like this are required. I see you just registered recently, I hope your experience has been a positive one so far.

Me thinks RosieR is under of cover of an experienced user. Dare I say a certain cat. How about I not bother engaging.