Autopay Malfunction

PS_PM — Tue, 04 Jan 2022 20:11:13 GMT

On August 25, 2016 (my autopay date), I had no service for the entire day. Later that evening, I logged into my Public Mobile account and a box at the top of the welcome page alerted me that my account had been suspended due to insufficient funds. It said that it took $42.00 and needed a remaining $3.00 to reactivate my account (I have no control over what Public Mobile's autopay function charges me). I logged into my online banking wondering if my chequing account had been compromised but there were more than enough funds to cover the autopay amount. Then I looked through my banking transactions and saw a charge from Public Mobile for $45.20 - this would cover the $3.00 and then some that I was being asked to pay.

Going back a couple weeks, Public Mobile texted me to tell me that new plan options were available. At that point, I was on a $45.00 per month plan. I went online to look at the new plans and I changed my plan to a $42.00 plan (from my original $45.00 plan) and the confirmation told me this plan/payment would kick in on the next autopay date which is August 25, 2016. It all seemed fine at that point.

Forward back to August 25th, the system thought that I was still on my $45.00 plan but autopay thought I was now on the $42.00 plan (although it actually did charge me $45.20 as listed in my banking transactions). Despite that, I paid the additional $3.00 just so I can reactivate my account and not miss any calls and texts but now the total taken from my bank account is over $48.00. Cutting off my service for a mistake that Public Mobile made was a little insulting to be honest. What happened here? What is going to happen on the next autopay date? What plan does the system think I'm on? Will I be credited for paying extra? Please let me know.

Additionally, this is the 4th attempt to hear from someone. I have 3 support request numbers in my email from the online contact forms I filled out and I replied to a support representative who I have yet to hear back from. After several attempts to hear back from Public Mobile, I understand now that my $45 a month isn't anything significant to you. But at the very least, you could simply write me back and tell me that so I could figure out where to go from there.

Will I finally get an explanation as to what happened?

Paul

Re: Autopay Malfunction

Mary_M — Sat, 03 Sep 2016 20:49:34 GMT

Hey @PS_PM

Thank you for reaching out to us!

I'm terribly sorry to hear about this and I understand how frustrating and confusion it can be.

From what I can tell, your plan change did not stick, thus causing your services to stay suspended. Would you mind sending me your phone number ? I'll take a look into your recent transactions and figure it out for you.

I'll also make the necessary adjustments to ensure that your next autopay goes smoothly.

I look forward to your reply,

Mary

Re: Autopay Malfunction

Luddite — Sun, 04 Sep 2016 17:17:41 GMT

@PS_PM Mary is off today. So suggest you send the info she requested by private message to @Shazia_K.

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Autopay Malfunction

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Re: Autopay Malfunction