topic Re: Payment issue in Get Support

Payment issue

AmelieG — Sat, 10 Sep 2022 20:00:38 GMT

Hi everyone , I had a fraud issue and had to cancel the credit card that was on file and the account got suspended since They were no funds.

when I go to reactivate the account I selected the new card and I get a message that it was sucessfull, it’s been well over 3 hours and still not connection. I have tried several time and still getting sucessfull but my plan doesn’t work.

Re: Payment issue

computergeek541 — Sat, 10 Sep 2022 20:02:45 GMT

@AmelieG wrote:
Hi everyone , I had a fraud issue and had to cancel the credit card that was on file and the account got suspended since They were no funds.

when I go to reactivate the account I selected the new card and I get a message that it was sucessfull, it’s been well over 3 hours and still not connection. I have tried several time and still getting sucessfull but my plan doesn’t work.

If you haven't done this yet, please try restarting the phone.

Re: Payment issue

Outdoorsman — Sat, 10 Sep 2022 20:03:11 GMT

@AmelieG hi you need to find the reactivate button in your account and if no avaliable funds you would need to make a manual payment

Re: Payment issue

Meow — Sat, 10 Sep 2022 20:04:17 GMT

You are saying you updated your CC in PM, paid the bill and still have no service? Do you see charge in transaction history and in CC account?

Is your PM account: Active?

Did you reboot phone (few times if needed)

Re: Payment issue

AmelieG — Sat, 10 Sep 2022 20:11:31 GMT

Hi!

I went in payment history , I see that the payment was topped up. But not nothing showing that it went trough. Also went to deactivate account and clicked complete payment and again sucessfull but When I go home it shows that the account is still suspended.I did restart the phone several time

Re: Payment issue

esjliv — Sat, 10 Sep 2022 20:32:05 GMT

@AmelieG - so what is the issue here, you have not service even though you you show a successful top up ?

If your plan still does not reactivate / resume and it shows $0 owing, try adding a $1 top-up payment.

Or try

Go to “Plan and Add-Ons” TAB
Select "Lost/Stolen Phone" TAB
Select "Suspend Service" BUTTON
Then, Select Resume/Reactivate Service
Log off your account. Log back in. Reboot your phone.

Re: Payment issue

AmelieG — Sat, 10 Sep 2022 20:40:43 GMT

Did exactly what you suggested.

Even topped with extra 10$ and still no luck. So everytime I click complete payment it says successful I log out and log back in and get this érror message. There is funds on the account but it doesn’t wana go trough.

Re: Payment issue

dust2dust — Sat, 10 Sep 2022 20:45:32 GMT

Did you try viewing all this in incognito? Click on any little spinner refresh icons you see also. Are your services working at all though?

Re: Payment issue

esjliv — Sat, 10 Sep 2022 20:46:59 GMT

December 9th is 90 days away,,,Is your regular scheduled plan renewal today @AmelieG ? If so this is normal messaging. But not normal if you have no services.

Can you confirm do any of your services work whatsoever?

Re: Payment issue

Meow — Sat, 10 Sep 2022 20:47:34 GMT

So it looks like you managed to suspend account. Try using different browser, clear cache.

If you get very frustrated contact agent to assist you.

Re: Payment issue

AmelieG — Sat, 10 Sep 2022 20:49:55 GMT

Renewal was today yes. And no service at all.

I have two cellphones and 1 did got trough and this one has the issue

Re: Payment issue

Meow — Sat, 10 Sep 2022 20:49:59 GMT

@esjliv wrote:
December 9th is 90 days away,,,Is your regular scheduled plan renewal today @AmelieG ? If so this is normal messaging. But not normal if you have no services.

Actually on my renewal date I did not see any 'plan expired' or similar message like before upgrade. Renewal occurred overnight and at 8am account just showed Active.

Re: Payment issue

AmelieG — Sat, 10 Sep 2022 21:09:05 GMT

How do I go about to open a ticket sorry I am a new user to community

Re: Payment issue

hTideGnow — Sat, 10 Sep 2022 21:11:20 GMT

Hi @AmelieG

to open ticket with CS Agent:

at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

start by typing : Contact CS Agent
then Click "Contact Us"
then Click "Other"
finally Click "Click here to submit a ticket"
you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the CS Agent (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Payment issue

esjliv — Sat, 10 Sep 2022 21:14:27 GMT

@Meow I haven't noticed the expired message lately (unless I am missing it), but the Suspended one showed on account recently.

Re: Payment issue

hTideGnow — Sat, 10 Sep 2022 21:17:15 GMT

Hi @esjliv @Meow I stayed the whole evening checking my renewal last time, no more expired message. It just shows suspended

Re: Payment issue

esjliv — Sat, 10 Sep 2022 21:19:28 GMT

@AmelieG wrote:
Renewal was today yes. And no service at all.

I have two cellphones and 1 did got trough and this one has the issue

Going back to your fraud issue with your card...was this an issue with a public mobile/koodo charge? Although, in past cases (where public mobile disables an account due to this) you should not be able to access My Account.

Can you try you sim into another phone to see if services work @AmelieG .

Calling 611, does it also call out Suspended status; but does it say anything is owing to be paid?

Re: Payment issue

computergeek541 — Sun, 11 Sep 2022 07:46:25 GMT

No need fo repeat from more than 8 hours earlier