topic Payment Issue (Resolved) in Get Support

Payment Issue (Resolved)

robotron — Thu, 06 Jan 2022 08:18:45 GMT

My credit card on file with PM was compromised and subsequently the card was cancelled upon advice from my CC provider. My usual autopayment to PM was due the same day and unfortunately failed to go through.

After some teeth gnashing and consulting The Google I made a one-time payment with another card and also determined that the ominous PLAN EXPIRED! message in my account profile may in fact be a non-issue. Hopefully that’s the case and I’ll still have service tomorrow.

Resolving the issue was a far more difficult than it needed to be. The PM account portal quite frankly, sucks. It needs a complete redesign from the ground up. I doubt I’m the first customer to make a similar comment, unfortunately it’s no doubt a given that changes will not be coming any time soon.

Overall I’m satisfied with the cell service PM provides, but I’m adding this experience to the shortlist of potential issues I always provide friends when they ask about the pros and cons of switching to PM.

Re: Payment Issue (Resolved)

t_p — Sun, 05 Sep 2021 12:50:41 GMT

@robotron wrote:
My credit card on file with PM was compromised and subsequently the card was cancelled upon advice from my CC provider. My usual autopayment to PM was due the same day and unfortunately failed to go through.

After some teeth gnashing and consulting The Google I made a one-time payment with another card and also determined that the ominous PLAN EXPIRED! message in my account profile may in fact be a non-issue. Hopefully that’s the case and I’ll still have service tomorrow.

Resolving the issue was a far more difficult than it needed to be. The PM account portal quite frankly, sucks. It needs a complete redesign from the ground up. I doubt I’m the first customer to make a similar comment, unfortunately it’s no doubt a given that changes will not be coming any time soon.

Overall I’m satisfied with the cell service PM provides, but I’m adding this experience to the shortlist of potential issues I always provide friends when they ask about the pros and cons of switching to PM.

Everyone gets the PLAN EXPIRED! message at the time of renewal even if their credit card, autopay... are in order. It's just one of the idiosyncrasies of PM we've learned to live with.

Re: Payment Issue (Resolved)

mimmo — Sun, 05 Sep 2021 13:46:11 GMT

@robotron PM is well aware of the self serve design issues, and we have been told that they are in the process of developing a new interface, but when we will actually see anything is unknown. If history is to show us anything expect to wait a long long time and don't have high expectations . We waited about 3 years for a support ticketing system and we finally got one but it was through the chat bot rather than an easy to use straight forward form.

Re: Payment Issue (Resolved)

Meow — Sun, 05 Sep 2021 15:38:30 GMT

@robotron wrote:
consulting The Google I made a one-time payment with another card and also determined that the ominous PLAN EXPIRED! message in my account profile may in fact be a non-issue. Hopefully that’s the case and I’ll still have service tomorrow.

You could just search this forum and you would find an answer to your troubles.

Having great and reliable service for low price we have sometimes to struggle with PM's interfaces and official support.

But Community compensates for that with knowledgeable volunteers always willing to help.

Re: Payment Issue (Resolved)

softech — Sun, 05 Sep 2021 15:48:58 GMT

@robotron you should have came here earlier 🙂

Yes, the interface is couple years old .. not a "2021" design at all. we have been asking for an update.. heard about the redesign.. but nothing to show for yet.. sad