topic Re: Payment not accepted in Get Support

Payment not accepted

Trudy242 — Thu, 13 Jan 2022 15:06:48 GMT

Suspended account for non payment though I have autopay and money enough to cover charges. Help

Payment

Trudy242 — Thu, 13 Jan 2022 15:09:10 GMT

Payment method has not changed yet saying credit card cannot be verified. Same payment method I used last month

Re: Payment

hTideGnow — Thu, 13 Jan 2022 15:16:12 GMT

HI @Trudy242 Are you trying to pay your account? is it currently suspended?

You confirmed the credit card is not expired?

I would suggest to wait an hour to try again.

If still unable to pay, try to go to Payment Tab in My Account and use Manage Credit card option (Link closer to the bottom) , then click Replace this credit card and reenter the credit card information again.

if that does not work, open a ticket with PM Support

Re: Payment not accepted

BeachNBeer — Thu, 13 Jan 2022 15:17:13 GMT

@Trudy242 Is your service working?. can you check if your account is active or suspended? Also was the money taken off your credit card?. The reason I ask is because on Jan 11th PM had a system glitch and sent emails to customers saying account was suspended for non payment.

Let us know?

Re: Payment

Trudy242 — Thu, 13 Jan 2022 15:42:38 GMT

Been trying since 9:30 this morning. Removed credit card. Added it again. Did this at least 3 times. Still not working. Traded visa debit card. Still not working. And yes account is suspended. How do I open a ticket?

Re: Payment not accepted

Trudy242 — Thu, 13 Jan 2022 15:44:01 GMT

Account is suspended and money was not taken out. Spoke to bank and there was no record of payment. Credit card is in good standing

Re: Payment not accepted

Gatergyal2 — Thu, 13 Jan 2022 17:52:59 GMT

Hello,

I am having the exact same issue.

Re: Payment not accepted

Trudy242 — Thu, 13 Jan 2022 17:58:11 GMT

Been at it all day. Payment still hasn’t come out. Account still suspended but still managed to make 2 phone calls yet in between those calls kept getting message that account is suspended for any call that I attempted to make

Re: Payment not accepted

Anonymous — Thu, 13 Jan 2022 18:02:53 GMT

@Trudy242 , @Gatergyal2 : Are you trying to use the Amount due option? Use the Other amount option instead and get your Available Funds up to your plan cost and the account should reactivate. Then maybe restart the phone and try all the features in/out.

Re: Payment not accepted

Trudy242 — Thu, 13 Jan 2022 18:07:34 GMT

opened a ticket and this was response… is this valid?

Re: Payment not accepted

Anonymous — Thu, 13 Jan 2022 18:11:50 GMT

@Trudy242 : If there's a blue Agent marker next to the username then it's valid. Be very careful and certain before answering this. There could be fake usernames out there. The proper one is CS_Agent. Could be somebody's first name _ last initial. Just look for the blue Agent marker.

Re: Payment not accepted

Trudy242 — Thu, 13 Jan 2022 18:17:08 GMT

What does the agent marker look like?

Re: Payment not accepted

hTideGnow — Thu, 13 Jan 2022 18:18:15 GMT

HI @Trudy242

just use this link:

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

Re: Payment not accepted

Trudy242 — Thu, 13 Jan 2022 18:19:31 GMT

so this is valid?

Re: Payment not accepted

Anonymous — Thu, 13 Jan 2022 18:22:37 GMT

@Trudy242 : This has changed with the new system apparently. Look for Customer Support Agent.

Edit: Yes. Anybody can create any username. But nobody but agents can have that wording next to their name.

Edit again: Did you possibly do a chargeback on what appeared to be a fraudulent charge?

Re: Payment not accepted

Trudy242 — Thu, 13 Jan 2022 18:25:59 GMT

Unsure of what happened. Contacted bank and they assured me the problem wasn’t on their end or a question of funds available. Payment hasn’t been accepted and phone is working intermittently.

Re: Payment not accepted

Anonymous — Thu, 13 Jan 2022 18:32:46 GMT

@Trudy242 : Curious about the intermittent. Could you post a screenshot of your overview page. Continue to blank out any identifiable information. (Edit: or crop out the right side)

Did you try the Other amount for a payment?

Re: Payment not accepted

Trudy242 — Thu, 13 Jan 2022 18:37:32 GMT

Yes

have removed card and reentered the info at least 4 times

removed payment type and replaced with visa debit

tried amount of bill and a greater amount

Re: Payment not accepted

Gatergyal2 — Thu, 13 Jan 2022 18:41:29 GMT

Hello,

My screen looks the same. I have also tried different credit cards, and it still will not go through.

Re: Payment not accepted

hTideGnow — Thu, 13 Jan 2022 18:43:51 GMT

HI @Gatergyal2 It looks to me that your plan is going through renewal and renewed (the counters are reset)

maybe just open a ticket with PM Support and confirm?

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

**After you opened a ticket, CS Agent will contact you via Community inbox