topic Re: Payment not added to account in Get Support

Payment not added to account

KerriC — Sat, 02 Apr 2022 20:56:38 GMT

My son made a payment to his account the day before his auto renew came out and now his account is suspended because they didnt apply his payment. How do i get to talk to a live person so they can fix this issue?

Re: Payment not added to account

computergeek541 — Sat, 02 Apr 2022 21:00:50 GMT

@KerriC wrote:
My son made a payment to his account the day before his auto renew came out and now his account is suspended because they didnt apply his payment. How do i get to talk to a live person so they can fix this issue?

Sorry, but there is not real-time/live support provided by Public Mobile. You can contact them, but responses are immediate, althoguht they can often be quick. If a credit card was used, check that account to see if the card was actually charged. If it wasn't, another payment will need to be made. Also, log into the Self Serve account to check the account status and also check to see if there is an extra amount sitting in the Public Mobile account balance. For contacting Public Mobile, you'll need to open a ticket to talk to a customer support agent. That's done by going to: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Re: Payment not added to account

dust2dust — Sat, 02 Apr 2022 21:01:09 GMT

This confirms that it wasn't just an autopay issue. So thanks.

You'll need to contact the support people. There is no live support here. Just typing through the private messaging system.

Re: Payment not added to account

softech — Sat, 02 Apr 2022 21:02:14 GMT

@KerriC do you see the amount still sitting as Available Fund in My Account? there was a system issue with Renewal yesterday and you could be affected by that. Please open a ticket with PM support to sort it out

Re: Payment not added to account

KerriC — Sat, 02 Apr 2022 21:04:37 GMT

No it is not sitting as available funds. It shows that it was applied to available funds then debited from it. So his payment went through

Re: Payment not added to account

softech — Sat, 02 Apr 2022 21:18:54 GMT

@KerriC and status still Suspended or Plan Expired?? In that case, definitely open a ticket with PM Support.

Re: Payment not added to account

darlicious — Sat, 02 Apr 2022 21:35:42 GMT

@KerriC

Try rebooting his phone.

Edit:

Do you see the 30 DAY PLAN....$10 and the 100 minutes or data amount charged/debited in his transaction history? If not try going to the plans or usage page. Click on lost/stolen. Suspend the service. Log out/in. Resume service. See if this automatically reactivates his service. Log out and reboot.

To contact customer support click below:

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

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.