topic Re: issue with payment in Get Support

issue with payment

jamiljimenez — Sat, 03 Sep 2022 19:20:19 GMT

hi i need helps

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 19:19:08 GMT

Re: issue with payment

dabr — Sat, 03 Sep 2022 19:21:51 GMT

@jamiljimenez What is the issue with your payment? Can you provide more details?

Re: issue with payment

Timer — Sat, 03 Sep 2022 19:49:15 GMT

~~use browser from computer,and clear cache and cookies and use one page inPrivate mode,~~

or safari on private mode, To Login Page

~~you will get verification code by email or SMS~~
~~and inserting the 6 digit number and not press anything~~
~~just wait a 5 second automatically be login,,~~

and go to payment,,, manage payment method and update card information and save payment.

@computergeek541

sorry mistake understand.

Re: issue with payment

computergeek541 — Sat, 03 Sep 2022 19:27:08 GMT

@Timer wrote:
@jamiljimenez
use browser from computer,and clear cache and cookies and use one page inPrivate mode,
or safari on private mode, To Login Page
you will get verification code by email or SMS
and inserting the 6 digit number and not press anything
just wait a 5 second automatically be login,,
and go to payment,,, manage payment method and update card information and save payment.

The customer hasn't provided any details, so the above might be unrelated to the issue that the OP is having.

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 19:38:49 GMT

I have this plan of $15:00 from 2020. im not no getting the $2.00 of autopay and &1:00 of loyalty my xxxxxxxxxxxxxxxxxxx

edited by computergeek541: phone number removed

Re: issue with payment

Timer — Sat, 03 Sep 2022 19:47:46 GMT

@jamiljimenez

use browser from computer,and clear cache and cookies and use one page inPrivate mode,

or safari on private mode,to Login Page Rewards

it's will be showing to you all rewards.

if not see it then contact to support team by CS_Agent

Re: issue with payment

dabr — Sat, 03 Sep 2022 19:48:06 GMT

@jamiljimenez Has the payment reflected that you're not getting the autopay and loyalty rewards any longer?

Try clearing cache/cookies and use incognito mode to login into your account and select Payments option from the left hand side of page and you should see a summary of your payment due and any rewards you are receiving. If you don't see any rewards, then submit a ticket via chatbot and ask customer support to take a look at your account. Here's a link for the chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html

Or send private message, if unable to submit a ticket, to CS_Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

BTW, if the account was suspended temporarily then rewards are not applied until the following renewal.

Re: issue with payment

dust2dust — Sat, 03 Sep 2022 19:55:30 GMT

I don't suppose you switched to the points system.

Re: issue with payment

softech — Sat, 03 Sep 2022 20:08:26 GMT

@jamiljimenez

was it just this renewal without the rewards? ot has it been couple renewals without? Check Transaction history to see if they apply any rewards discounts in the last couple renewals.

Also, can you login to My Rewards site and confirm if you are on the old rewards system or new?? if you see everything showing with a dollar value, you are on the old one still. But if it shows Points, then you have switched to the new one somehow

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 20:12:48 GMT

i see that rewards of loyalty and Autopay in public mobile account but not applied in my autopay credit card. They change charged the full amount to my credit card

Re: issue with payment

dabr — Sat, 03 Sep 2022 20:15:55 GMT

@jamiljimenez You'll need to submit a ticket or send a message using the links from earlier. Since it's the weekend, the response time to hear back might take longer than the normal 2 hours. Keep checking your message box top right for any response.

Re: issue with payment

computergeek541 — Sat, 03 Sep 2022 20:37:03 GMT

@jamiljimenez wrote:
i see that rewards of loyalty and Autopay in public mobile account but not applied in my autopay credit card. They change charged the full amount to my credit card

Please remember that tax gets added on top of the $12 (factoring in your rewards).

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 20:30:25 GMT

hi my account never was suspended

Re: issue with payment

dabr — Sat, 03 Sep 2022 20:46:31 GMT

@jamiljimenez ~~Then you won't see the rewards being applied until your next renewal as I mentioned earlier.~~

edit: oops, sorry I misread your reply as saying it had been suspended @jamiljimenez Submit a ticket or send a private message and customer support will be able to add back any missed rewards to your account.

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 20:43:27 GMT

my plan is $15:00 from February 9 2020. never was suspended. I can see my rewards of loyalty and autopay but wasn’t applied to my credit card. 15.00+GST =16.95 - $2 autopay -$2 loyalty from 2 year= 12.95$ . I got charged in my credit cards 16.95$

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 20:50:19 GMT

when i open rewards i can see something said: SAY HELLO TO PUBLIC MOBILE POINTS. I never switched to this I only charge my debit card to credit card in autopay

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 20:53:55 GMT

if is in the new rewards can someone helps me to go back to the old or how i can do please help me

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 20:55:07 GMT

when i open rewards i can see something said: SAY HELLO TO PUBLIC MOBILE POINTS. I never switched to this I only charge my debit card to credit card in autopay

Re: issue with payment

jamiljimenez — Sat, 03 Sep 2022 20:55:39 GMT

if is in the new rewards can someone helps me to go back to the old or how i can do please help me