topic Re: Big problem in Get Support

Big problem

firdaws — Mon, 30 May 2022 04:59:27 GMT

I just paid for my account yesterday. The payment was due for today but I paid yesterday so that I don’t forget to pay, but right now my account don’t work. I can’t talk, I don’t have data, I can’t send sms. But I paid 35$ and 30$ add-on. I need a refund for all the things that I paid yesterday. This is unbelievable.

Re: Big problem

dust2dust — Mon, 30 May 2022 04:52:21 GMT

What balance do you have? What plan are you on? Maybe restart the phone.

Re: Big problem

pkaraa — Mon, 30 May 2022 04:54:19 GMT

Are you able to login to your account and check the status of your account.

Contact support agents to get your services back and get clarity on what happened when you paid yesterday for your plan and add-ons.

Re: Big problem

hairbag1 — Mon, 30 May 2022 05:14:06 GMT

@firdaws wrote:
I just paid for my account yesterday. The payment was due for today but I paid yesterday so that I don’t forget to pay, but right now my account don’t work. I can’t talk, I don’t have data, I can’t send sms. But I paid 35$ and 30$ add-on. I need a refund for all the things that I paid yesterday. This is unbelievable.

I understand your plan costs of $35...but there are no single $30 add-ons on the menu...can you check again and let us know what you paid for...then we can guide you further. Dial 611 to get status update on your account.

Re: Big problem

BKNS27 — Mon, 30 May 2022 05:20:07 GMT

@firdaws

Check in with a CS_Agent to investigate.

Re: Big problem

JL9 — Mon, 30 May 2022 05:38:01 GMT

If the amount you paid yesterday is still showing in your available balance and hasn't gone to cover the renewal and you have no service (and account shows suspended) you can connect with A CSA to manually reactivate your plan

Re: Big problem

gpixel — Mon, 30 May 2022 07:12:34 GMT

@firdaws

I'm guessing hat happened is you added $35 and then purchased 2x1/GB add-ons which took the $35 you deposited and then your account didn't renew. you can manually add $30 again to get your account active

Re: Big problem

esjliv — Mon, 30 May 2022 10:27:03 GMT

@firdaws - what is the status of your account in your self serve or when you dial 611 from your device?

If Active, in addition to restarting your phone (as already mentioned by @dust2dust ) try removing your SIM card and gently re-inserting it. Maybe, also try your SIM card into another phone if still not working in your own phone.

If account is Suspended and your renewal is today. Then ensure you have enough funds to cover the cost of your plan. You cannot really get rid of the message, and it is a normal message for all of us on our renewals days..but you should not be losing services.

Addons will not provide you service, unless your plan is covered to be paid for this cycle first.

Re: Big problem

firdaws — Mon, 30 May 2022 15:48:12 GMT

My adds-on cost a total of 30$. I took 15$X2 For 2GB.

Re: Big problem

firdaws — Mon, 30 May 2022 15:48:36 GMT

Ok perfect thanks.

Re: Big problem

firdaws — Mon, 30 May 2022 15:51:37 GMT

No I paid first for my 35$ to reactive my account. After that I paid my adds-on.

Re: Big problem

firdaws — Mon, 30 May 2022 15:53:44 GMT

Right now I have a balance of 5$. That’s make no sense. I paid everything yesterday but nothing has been changed in my account. I login today and the same message as yesterday appears…

Re: Big problem

hTideGnow — Mon, 30 May 2022 15:54:08 GMT

HI @firdaws so, is your service working now?

If not, you tried reboot the phone? or you open ticket with CS Agent yet?

Re: Big problem

firdaws — Mon, 30 May 2022 15:58:34 GMT

Hello, my service don’t work yet. I tried reboot the phone but nothing changed. I will open a ticket with CS agent.

Re: Big problem

gpixel — Mon, 30 May 2022 17:19:52 GMT

@firdaws

I've already told you what you need to do and what happened you need to manually add $30 to reactivate your service.

what happened is that you added $35 into your account. but before the service could withdraw the money you purchased 2 add-ons which took from that $35 balance in your account. causing your account to not have enough funds and not renew that's exactly what happened. your $5 remaining is because the 2 add-ons used it up... all one has to do is look at their bank statement and they will realize the only amount will be $35

purchasing add-ons is a 2 step process. I'm pretty sure you did not pay $65. go look at your bank statement