topic Re: Account suspended in Get Support

Account suspended

Gal222 — Wed, 05 Jan 2022 22:19:43 GMT

My husband has been on auto pay for over a year and suddenly his phone is suspended. They have not tried to take the funds from his account. The funds were there though. ?

Re: Account suspended

Triguy — Sat, 24 Oct 2020 15:15:55 GMT

Log into the self serve account and either make a manual payment or purchase a voucher and call 611 to make a payment. Also you can pay using recharge.cim or ding.com but there is a service charge. If you still need further assistance then submit a ticket to a moderator by clicking on the question mark on the bottom right corner.

https://www.publicmobile.ca/en/bc/get-help/articles/top-up-your-account

Re: Account suspended

RossN — Sat, 24 Oct 2020 15:24:46 GMT

@Gal222 wrote:
My husband has been on auto pay for over a year and suddenly his phone is suspended. They have not tried to take the funds from his account. The funds were there though. ?

@Gal222 hi does his cc need to be updated in his self serve ? sometimes autopay fails do you see a reactivate button there if so press it

Re: Account suspended

Wendy2 — Sat, 24 Oct 2020 15:45:58 GMT

My phone has been suspended and the only thing I can think of is the cc has a new expiry date, I entered the new expiry date but I still do not have phone service, what more can I do

Re: Account suspended

Anonymous — Sat, 24 Oct 2020 15:47:51 GMT

@Wendy2 wrote:
My phone has been suspended and the only thing I can think of is the cc has a new expiry date, I entered the new expiry date but I still do not have phone service, what more can I do

@Wendy2

If you have successfully added a payment card then now you need to make a manual payment from it to reactivate your account. Maybe even click the reactivate button.

Re: Account suspended

Gunner123 — Sat, 24 Oct 2020 16:17:43 GMT

@Wendy2 @After you make your manual payment and press the reactivate button (only once) then reboot your phone

Re: Account suspended

fabronaut — Sun, 25 Oct 2020 03:00:15 GMT

I had this fail on my account when nothing on the card had changed. No new number, no change in card expiry, nothing.

Apparently AutoPay just completely messes up sometimes. There are no alerts via the SMS automated service to your phone if it fails. It'll just tell you two days in advance that it's coming up, but not if it fails to process, which is frankly EXACTLY when the notification should come through that service is (or is about to) be cut off.

The only way I fixed this in the past was to add another credit card that I had lying around that I never use. If I didn't have that card, I would've had to pay a service fee to some third party company to add minutes or a plan (?!?!) since there's no way to remove the existing (failed) card and re-add it?

My dad's plan just failed on AutoPay while using my card information. I'm waiting to see if mine will follow suit tomorrow morning. (My account says "Plan Expired" in red letters, and AutoPay is supposed to clear tonight.)

If this happens for the third time, I'm going to look around for better service. Not much point paying for a service if I'm going to have a massive headache when it randomly fails, without warning, with no notifications, every few months.

Re: Account suspended

computergeek541 — Sun, 25 Oct 2020 03:03:29 GMT

@fabronaut wrote:
Apparently AutoPay just completely messes up sometimes. There are no alerts via the SMS automated service to your phone if it fails. It'll just tell you two days in advance that it's coming up, but not if it fails to process, which is frankly EXACTLY when the notification should come through that service is (or is about to) be cut off.

Public Mobile sends a text message to the customer if the plan renewal fails. This started not long ago.

Re: Account suspended

fabronaut — Sun, 25 Oct 2020 15:20:28 GMT

Except that hasn't happened any of the three times this has happened.

It didn't happen yesterday with my dad's, and it didn't happen today with mine. And now I have to spend an hour figuring this out and messing around with the extremely slow website.

This is absurd. Going to start looking at other providers, as I value my time and cannot have my service being arbitrarily interrupted for no reason whatsoever.

Re: Account suspended

JoyLuck — Sun, 25 Oct 2020 15:24:55 GMT

@fabronaut wrote:
Except that hasn't happened any of the three times this has happened.

It didn't happen yesterday with my dad's, and it didn't happen today with mine. And now I have to spend an hour figuring this out and messing around with the extremely slow website.

This is absurd. Going to start looking at other providers, as I value my time and cannot have my service being arbitrarily interrupted for no reason whatsoever.

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FYI,

Autopay sometimes fail. To prevent you from losing service, the recommendation from the PM forum is to make a payment a few days before your renewal date to cover the cost of the plan. The renewal will take the money out of your Available Funds and you can leave your cc on file for the autopay reward.

Re: Account suspended

Anonymous — Sun, 25 Oct 2020 15:31:07 GMT

@fabronaut wrote:
Except that hasn't happened any of the three times this has happened.

It didn't happen yesterday with my dad's, and it didn't happen today with mine. And now I have to spend an hour figuring this out and messing around with the extremely slow website.

This is absurd. Going to start looking at other providers, as I value my time and cannot have my service being arbitrarily interrupted for no reason whatsoever.

It is absurd. A company needs to collect money from its customers to exist. If they can't do that 100% of the time (barring customer fault like change of address or card or expiry) then they have a fundamental business problem.

However, if you like paying less and getting the rewards to pay even less then instead of relying on autopay (keeping it set up for the $2) upon receiving the heads up text you could look at that as your payment reminder like a bill and do a manual payment. That way you would now have sufficient funds to cover the plan and your plan will renew. Unless of course you're the type to automate all bill expenditures. I'm not.

Re: Account suspended

BEST — Mon, 26 Oct 2020 01:11:40 GMT

@CS_Agent I am having the same issue, my plan got suspended and the payment wont process when trying a manual payment. Nothing with my card changed and it works fine.

Re: Account suspended

Ada_Strange — Mon, 26 Oct 2020 14:53:17 GMT

I am having the same problem. I'm using AutoPay and my account has been suspended because it failed to transmit the funds. There is nothing wrong with my credit card

Re: Account suspended

ccdevmike — Mon, 26 Oct 2020 14:56:24 GMT

I just manually pay when I get a text. Takes less than 2 min and your done. But yes sure sounds like auto-pay needs to be improved!

Re: Account suspended

Jarqui — Tue, 27 Oct 2020 09:14:04 GMT

My account is suspended effective October 27, 2020

My credit card shows Public Mobile took the money off my credit card via auto pay.

Money was there to be taken.

There's nothing wrong with the credit card. It doesn't expire until some time next year. It's not a recent renewal. I just paid another phone bill on it after the Public Mobile charge went through.

Why should I pay twice? I don't get it. How am I supposed to resolve this?

Re: Account suspended

mm80 — Tue, 27 Oct 2020 09:20:08 GMT

@Jarqui Is your plan working? It says you're suspended to all customers when renewal is going on.

Re: Account suspended

Jarqui — Tue, 27 Oct 2020 09:24:08 GMT

There was no renewal. It charged my card successfully and suspended my account.

I've misplaced my phone. I was trying to call it but I do not know if it will ring with my account suspended.

Re: Account suspended

mm80 — Tue, 27 Oct 2020 09:35:58 GMT

@Jarqui it says suspended to everyone when it's about to remew. If your service is.workimg, ignore the message.

Re: Account suspended

Jarqui — Tue, 27 Oct 2020 09:37:16 GMT

They should fix that. It's very misleading.

Re: Account suspended

mm80 — Tue, 27 Oct 2020 09:44:41 GMT

They should but don't. They have a message that says to ignore warning messages if there's enough funds in account. That ignore message is there when it says plan expired.