topic Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi in Get Support

Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credit card?

FionaC — Tue, 04 Jan 2022 18:50:52 GMT

Cost $8, followed by a confirm $9.04 amount and success.

Under My Account > My Add-ons "200 min US and Canada Long Distance" is there.

I tried to make both an out of province and US call today (June 7/17) and both do not work with a PM message saying I cannot make long distance calls. Rebooted the iPhone, no change.

Checked my credit card statement, and there's a pending $135.60? I already paid my 90d renewal which is $128.20 in May. I've sent a contact ticket asking about this.

Also, how do I get Long Distance working? Are there other settings involved to input on the phone or is it just supposed to work after buying a package?

Any ideas? Thanks!

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

Samianauman — Wed, 07 Jun 2017 21:47:24 GMT

Contact any moderator by private message to help you with the process.
In your private message the following info
* PM account email address
* PM phone number
* Detailed explanation

Here is the link for how to contact moderators http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/Updiated-Contacting-our-Community-Moderators/ta-p/76452

What you do click on link the webpage will open. You will see a mod team click on any name then scroll down all the way and click on send a private msg then explain your problem
Thanks"

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

Raven_Jet — Wed, 07 Jun 2017 21:44:18 GMT

From what I can see, if purchased only the $8 US 200 minutes it should just add that on... did you by chance move something around with you plan? When buying the add on?

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

srlawren — Wed, 07 Jun 2017 21:49:34 GMT

@FionaC try dialing the long distance numbers with a 1 at the beginning. If you get a message that long distance charges may apply, just ignore it, and the call should still go through. Because PM is pre-paid, you cannot be billed after the fact for anything such as long distance, so as long as the call connects after the message, it will be fine and will use your long distance add-on minutes accordingly.

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

FionaC — Wed, 07 Jun 2017 22:17:00 GMT

I just got an email from support, and long distance works now.

But in the email, it appears they didn't refund me, I have $112 in available funds. The email says I made a $120 purchase. That is not possible when under My Account > My Add-ons it clearly shows "200 min US and Canada Long Distance" before I raised this issue.

Hopefully it gets resolved, I don't want to park $112 in my account if I don't have to and it's not my mistake.

Thanks for the replies everyone

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

FionaC — Wed, 07 Jun 2017 22:23:33 GMT

btw, my plan hasn't changed, I didn't re-juggle anything by mistake

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

Samianauman — Thu, 08 Jun 2017 04:03:28 GMT

Wait till tomorrow if account balance doesn't fix then contact mod again.

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

FionaC — Thu, 08 Jun 2017 14:42:28 GMT

A mod has kindly submitted a refund ticket to accounting (thank you M!)

She says there is an option to submit a $120 payment but I was clear in choosing the $8 add-on because I saw $9.04 as the submission total. Where that option exists, I believe it should be disabled when auto pay is active as I'm not sure anyone would arbitrarily deposit $120 into their pm account when payments are being deducted automatically.

Perhaps I'll take screenshots next time.
Cheers everyone!

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

Raven_Jet — Thu, 08 Jun 2017 15:05:43 GMT

I'm glad it will be cleared up! 🙂

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

stonechucker — Thu, 08 Jun 2017 17:32:59 GMT

@FionaC, there are people who do put money into their account at random times, or perhaps every 30 days, as they choose to pay in little bits, rather than one large transaction. I'd say it's normal practice (although I haven't done this).

I have paid ahead of AutoPay to ensure a seamless renewal when I was in doubt, but that was only once.

I also expect that any available balance is to be used first, because in order to purchase any addon, you actually have to pay first, then select the addon afterwards.

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

FionaC — Thu, 08 Jun 2017 18:24:08 GMT

I agree it may be useful for people not on Autopay but I think the majority of people do not bank $120+tx with their cell provider whether it be PM, Rogers, Bell etc.

For those on the 12GB promo, we do have a 90 day grace period to keep it active so if I don't get an email from PM on my anniversary date that I've paid, I'll get one that says I need to, and service I assume will be suspended until I pay. I can see this happening if my card gets cancelled or it's renewed and I don't enter the new expiry. It's whether it's worth it to someone to leave $120 with PM to prevent that sort of disruption, and I suppose it may be to a select few who depend on their cell service.

Since a mod has said it's not customary to get a refund, what if I decide to quit PM? Will I need to make a case to get the banked portion back?

This isn't the first time I've purchased add-ons as I've bought US LD, US data etc. Hopefully nobody else goes through this issue because obviously it's quite easy to make the mistake if it wasn't a glitch.

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

NDesai — Fri, 09 Jun 2017 05:35:23 GMT

If you leave the payment sit under available balance, it will be used on the next billing cycle. Since it covers the entire plan price, your cc won't be touched. You can remove it now if you are still worried.

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

FionaC — Fri, 09 Jun 2017 06:11:03 GMT

That's true! I guess it's mainly principle as I just recently paid my renewal, so I rather not bank almost another full payment X number of days. Or should I get double Autopay credit of $12 for leaving it there? 😉

Re: Bought 200min US & CDN Long Distance June 5/17, not working, and pending $135.60 on my credi

FionaC — Fri, 09 Jun 2017 06:14:47 GMT

I don't see an option to remove it from "Available Funds", M had to manually send a refund ticket to accounting. I can do it on my end?