topic Re: credit card charged but service is on hold in Get Support

credit card charged but service is on hold

michaelpower — Sat, 30 Sep 2023 23:43:43 GMT

need help: my credit card was charged via autopay yesterday, sep 29, but service is put on hold today

Re: credit card charged but service is on hold

HALIMACS — Sat, 30 Sep 2023 23:48:06 GMT

@michaelpower

are you suggesting none of your services work, whatsoever

What happens when you reboot your device, or reset network connections, or toggle airplane mode on and off?

What messaging do you hear when your dial 611?

Re: credit card charged but service is on hold

dust2dust — Sat, 30 Sep 2023 23:47:59 GMT

Did you recently deal with a credit card problem and got charges reversed?

Re: credit card charged but service is on hold

michaelpower — Sat, 30 Sep 2023 23:49:53 GMT

it did not help. it says on the Account page that services are on hold and it asks for payment. I see that my card was already charged yesterday

Re: credit card charged but service is on hold

Chalupa_Batman — Sat, 30 Sep 2023 23:51:19 GMT

I would suggest calling your credit card company and confirming the charge went through as it may be stuck in pending process. And if they say it did go through, try rebooting your phone. If that doesn't work, come back here and we'll send you to a CS Agent to help you.

Re: credit card charged but service is on hold

michaelpower — Sat, 30 Sep 2023 23:55:14 GMT

no, autopay worked well for my other phone lines a few days ago. But not on this one. i guess i can try calling the credit card support first to see if it is hanging there somehow. thank you

Re: credit card charged but service is on hold

michaelpower — Sat, 30 Sep 2023 23:55:52 GMT

thanks, i will try that

Re: credit card charged but service is on hold

michaelpower — Sun, 01 Oct 2023 00:09:25 GMT

the credit card customer service rep confirmed that that the payment to publicmobile was successful (and gave me authorization code. so the issue is with publicmobile... The payment did not get into the account

Re: credit card charged but service is on hold

maximum_gato — Sun, 01 Oct 2023 00:22:34 GMT

@michaelpower

So your available funds balance is $0? Contact customer support with the transaction # and authorization code from your credit card company and have the CSA trace the payment. You can wait til they locate the missing payment and have them apply the credit to reactivate your plan or notify them of your missing payment and manually pay your plan amount to get immediate service and request either a refund ( takes up to 30 days to be returned to your card) or a credit which will be applied to your account balance in short order once they locate and confirm your missing payment. It can be used to oay for your next renewal.

Best to reach out to customer support first.....

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

To speed up support wait times please leave a detailed message and include the following info in your private message only communication with the "CS_Agent":

Full name and address and/or province and postal code on your account.

Email and phone # and 4 digit account pin #.

Only post this info in your private messaging with a "CS_Agent".

Re: credit card charged but service is on hold

michaelpower — Sun, 01 Oct 2023 00:27:37 GMT

Thank you. I have just got an agent responded. Hope they will sort it out. thanks again!

Re: credit card charged but service is on hold

maximum_gato — Sun, 01 Oct 2023 00:33:47 GMT

@michaelpower

We are here if you need additional assistance. Sometimes agents get it wrong or misunderstand. We can help if something doesn't sound right but your issue is pretty straightforward. Best of luck.