topic Re: System glitch: Your account has been suspended. in Get Support

System glitch: Your account has been suspended.

jmacd997 — Tue, 04 Jan 2022 20:09:45 GMT

A few days ago I decided to switch my plan to a lower tier, which I did on My Account online. After making the switch, it indicated it would take effect at my next top-up date, which was yesterday, 30 Aug. I signed in to My Account today and it says:

"Your account has been suspended. Make a payment to reactivate your current plan. Suspended accounts are deactivated after 90 days if payment is not received. You will lose your phone number and service."

It says that my Current Balance is $111, which is exactly the cost of my rate plan, so I do not know why my phone has been disconnected. I am setup for Auto Pay with a credit card, and I see my card has been successfully pre-authorized for $101.70. Could you please look in to this immediately, as I cannot be without my phone for work purposes? Look forward to hearing from you soon.

Could a mod look into this for me @Mary_M ? Thanks.

Re: System glitch: Your account has been suspended.

Heavyrocker — Wed, 31 Aug 2016 18:10:40 GMT

Im no expert on this,but it seems like a glitch indeed,your connection should not have been disconnected by the way i see,maybe it will take a few minutes or the new plan to kick in''

Re: System glitch: Your account has been suspended.

jmacd997 — Wed, 31 Aug 2016 18:12:50 GMT

Also, prior to checking My Account online, I received a text from 611 saying:

"Public Mobile here. Sorry your plan did not renew because we did not receive your payment. Make a payment at publicmobile.ca/selfserve."

Re: System glitch: Your account has been suspended.

Heavyrocker — Wed, 31 Aug 2016 18:28:05 GMT

If you plan on staying with PM,an extra payment will just be credited to your account,no much help but i try.Id still want some feed back tho....

Re: System glitch: Your account has been suspended.

Mary_M — Wed, 31 Aug 2016 18:45:16 GMT

Hello @jmacd997

Thank you for sharing your experience.

I'm sorry to hear about this inconvenience - I have sent you a private message with a few more details.

Rest assured that I'll have this fixed for you as soon as possible.

Respectfully,

Mary

Re: System glitch: Your account has been suspended.

okaminer — Sat, 19 Nov 2016 14:55:02 GMT

So, we have joined PM on Nov 14. A payment for a 90-day plan has been charged from my CC. Now, if I go into my account, it says:

The service was suspended on Nov 17 and it will be disconnected on Dec 17 or smth.

What is going on??? This is about my husband's account (kaminer.andrew)

Re: System glitch: Your account has been suspended.

okaminer — Thu, 24 Nov 2016 17:59:50 GMT

I sent a private message about my issue last week. On Saturday I got a response asking for some additional info. On Monday I provided all the info. However, I have not received a response yet!!! I'm not sure what is going on!!! Was it a mistake joining your company? You claim to answer all emails within a very short time period, but you don't stand by your claims!!!

Re: System glitch: Your account has been suspended.

okaminer — Mon, 28 Nov 2016 16:43:59 GMT

@Cat_L

I understand that you are probably swapped with the amount of tickets you have to attend. However, as I can see on the discussion forum, you have LOTS of tickets (including mine) that require IMMEDIATE attention! If you cannot solve them all online within a reasonable amount of time, then open a call centre so people could actually resolve their problems ASAP. I have sent you all the information that you asked for a week ago, my account is still suspended for no reason and I might lose my phone # because of you. If I don't hear back from you by tomorrow at 8 AM EST, I'm going to submit a compain with the regulatory body governing your services (funny, you don't allow me to use their name here...)

Re: System glitch: Your account has been suspended.

Shazia_K — Fri, 02 Dec 2016 21:26:08 GMT

Hello Andrew,

I see that both accounts have been suspended, do you both still have service? you also added roaming package were you guys roaming?

Please let me know.

Thanks,

Shazia

Re: System glitch: Your account has been suspended.

okaminer — Fri, 02 Dec 2016 21:34:04 GMT

They are going to be deactivated in mid dec, despite being in good standing. We were roaming in US.

Re: System glitch: Your account has been suspended.

Shazia_K — Fri, 02 Dec 2016 21:37:38 GMT

@okaminer,

I will continue in private 🙂

Thanks,

Shazia

Re: System glitch: Your account has been suspended.

Rayl — Sat, 03 Dec 2016 05:17:02 GMT

I have the same problem, I pm the mod since Tue, and get no replying.

Re: System glitch: Your account has been suspended.

snppoy — Mon, 05 Dec 2016 06:31:00 GMT

I have the same problem!!! anyone help me???

Re: System glitch: Your account has been suspended.

jimm — Mon, 05 Dec 2016 13:36:05 GMT

I have same problem ever since i added US roaming...I have emailed you already ...just awaiting response.

Jim

Re: System glitch: Your account has been suspended.

BorusBorus — Mon, 05 Dec 2016 15:23:11 GMT

Same issue here. Would love for an easy resolution path.

Re: System glitch: Your account has been suspended.

jimm — Wed, 07 Dec 2016 18:27:19 GMT

I've emailed Shazia and screen shot issue of account saying account suspended and will be deactivated Dec 25....no response yet.....this all happened to me with the add on of us roaming...... Dec 25 coming up fast and it has been 2 weeks since my Emal for moderator help.

Re: System glitch: Your account has been suspended.

chesleybrown — Mon, 19 Dec 2016 15:26:07 GMT

Shazia I'm having a similar issue. I travelled to Texas and tried to add a travel plan and now I'm back in Canada and it's telling me my account is suspended and I lost my balance and existing plan.

Can you please look into this? I've sent you a private message with my acocunt number.

I've tried using the Public Mobile Contact Us form but it won't even let me send a message. I've tried using Safari and Chrome and it just keeps telling me "Your email does not match".

Re: System glitch: Your account has been suspended.

srlawren — Mon, 19 Dec 2016 18:34:36 GMT

Tagging @Shazia_K: can you please look into this for @chesleybrown? Thank you!

Re: System glitch: Your account has been suspended.

Shazia_K — Mon, 19 Dec 2016 18:40:37 GMT

Hello @chesleybrown,

I'm sorry for the delay in responding back to you as you might already know we are currently receiving a higher volume of requests than our usual.

Can you reboot your phone, please? everything should be back in order.

Thanks @srlawren,

Shazia

Re: System glitch: Your account has been suspended.

Rockdaddy22 — Mon, 19 Dec 2016 18:41:17 GMT

Beautiful work guys 🙂