topic Re: Cannot stop payment/service in Get Support

Cannot stop payment/service

Hrak109 — Fri, 02 Jun 2023 15:15:39 GMT

Hello, looks like the website is completely changed, and I cannot simply unsubscribe/stop my plan.

I sometimes don’t use my phone, and I stop payment for my account until the 3 month deadline is up.

It said I was unsubscribed from the plan, but it charged me regardless and my plan has been renewed using my balance.

I would like a refund/stop the renewed service.

The support ticket is returning a 404. I could not find any support phone numbers.

Re: Cannot stop payment/service

softech — Fri, 02 Jun 2023 15:17:06 GMT

@Hrak109 if you remember your 4 digits pin, you can disable it via *611

if not, login to My Account, Payment page, Manage Subscription and then disable Subscribed there

https://myaccount.publicmobile.ca/en/account/my-payment/manage-subscription

Re: Cannot stop payment/service

Handy1 — Fri, 02 Jun 2023 15:17:14 GMT

@Hrak109

Disable auto pay in 3 easy clicks

Or if you know the 4 digit PIN number

*611

Re: Cannot stop payment/service

hTideGnow — Fri, 02 Jun 2023 15:18:32 GMT

HI @Hrak109

It is there, they renamed it.

On My Account, go to Payment, Manage Subscription and you can turn Subscribed off

Re: Cannot stop payment/service

Handy1 — Fri, 02 Jun 2023 15:21:24 GMT

@Hrak109 going forward you don’t want to have a balance on your account in available funds when you want auto pay off .. this will only confuse the system and take from available funds , and charge rest to credit card

Re: Cannot stop payment/service

Hrak109 — Fri, 02 Jun 2023 15:23:15 GMT

That’s what I thought, but I did make sure it was off. This is why it’s frustrating.

Re: Cannot stop payment/service

Hrak109 — Fri, 02 Jun 2023 15:24:45 GMT

Hi, it was disabled. It even said my service will be cut off on May 31st. But no, it went ahead and renewed it.

Re: Cannot stop payment/service

softech — Fri, 02 Jun 2023 15:26:06 GMT

@Hrak109 it could be the new system upgrade re-enabled it

if you have disabled it before, and don't need the service now, then please open ticket with support

Private message CS agent at

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

**Monitor your Community inbox (envelope icon on top right) after the ticket is opened. CS Agent will reply to you there

Re: Cannot stop payment/service

hTideGnow — Fri, 02 Jun 2023 15:28:11 GMT

HI @Hrak109

is it disabled now? go and check again using Incognito/Private/Secret mode

I think you should submit a ticket with CS and ask them for refund, Chatbot ticket is down, so just message them:

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

Re: Cannot stop payment/service

Hrak109 — Fri, 02 Jun 2023 15:43:21 GMT

Yes it is still disabled. Ok, I will do that thanks.

Re: Cannot stop payment/service

Hrak109 — Fri, 02 Jun 2023 15:44:04 GMT

It is still disabled, so I’m not sure what it is. Thanks for the link I will contact them.

Re: Cannot stop payment/service

hTideGnow — Fri, 02 Jun 2023 15:48:36 GMT

HI @Hrak109 so, it was disabled when you first checked it today, ie, you didn't do anything today?

weird, please update us what CS says

Re: Cannot stop payment/service

Hrak109 — Fri, 02 Jun 2023 16:18:24 GMT

Yes it was never enabled since some point last last month I’ve checked. I will provide an update.