topic Re: Autopay in Get Support

Autopay

Pescarate — Tue, 04 Jan 2022 10:03:46 GMT

Hi community!!!!

I have had the autopay system since more than one year ago. Today I had the charge in my bank account but Public mobile has decided to cancel my plan because: "Your service is currently suspended due to insufficient funds." What should I do? in the same page is said: "AutoPay is active on this account". 😞

Re: Autopay

Dunkman — Wed, 01 Dec 2021 04:40:45 GMT

@Pescarate

Unfortunately, autopay fails sometimes. Is your plan working right now?

You can manually load up funds equivalent to your month's plan fee and then the plan should re-activate.

Re: Autopay

softech — Wed, 01 Dec 2021 04:43:12 GMT

@Pescarate that looks like an Autopay failure.

But you said PM charged your bank account? did you login to My Account and check the Transaction History? did it show PM got the money today?

Of is that any fund showing as Available Fund? Wonder if PM charged but let the amount there and didn't renew the plan properly

Depends if there is any charge there, you might need to take different action.

Re: Autopay

Pescarate — Wed, 01 Dec 2021 05:15:49 GMT

I did it, they charge me again, its working but my balance is $0CAD!!!! 😞

Re: Autopay

softech — Wed, 01 Dec 2021 05:17:52 GMT

@Pescarate wrote:
I did it, they charge me again, its working but my balance is $0CAD!!!! 😞

what is working? your service is now working?

Available Fund is now $0?

what is showing in the Transaction History page on My Account?

Re: Autopay

Pescarate — Wed, 01 Dec 2021 05:19:35 GMT

@softech

it looks like an Autopay failure.

PM charged your bank account? - YES
did you login to My Account and check the Transaction History? - YES
did it show PM got the money today? - NO

Of is that any fund showing as Available Fund? - NO
Wonder if PM charged but let the amount there and didn't renew the plan properly - I dont know... but i was no able to use my phone for the whole day..-.

I updated, I pay again, and... not fund showing as Available even.

Re: Autopay

softech — Wed, 01 Dec 2021 05:24:17 GMT

@Pescarate but service is working now? and you manually pay and it works after?

Re: Autopay

Pescarate — Wed, 01 Dec 2021 06:18:35 GMT

@softech Yes it is working but I paid twice... which I think is not the right thing...

Re: Autopay

softech — Wed, 01 Dec 2021 06:43:52 GMT

@Pescarate ok.. good part is that it is working

Bad part is that it is twice the cost .

No worry, i think it is an easy ask.. Open ticket with PM and see if they can refund the extra charge or at least put it back in your account as Available fund

To open ticket with PM:

1. For faster response (2-48 hours), Click on the bubble in the lower right to request CS Agent assistance, or use this direct link: https://publicmobile.ca/chatbot.

Start with typing "Submit a ticket", click "Contact Us", click "Other" from the choices, click "Click here to submit a ticket". Then follow to complete the ticket submission.

2. Or you can Send a private message to the CS Agent here: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened. CS Agent will reply and work with you via messaging there

(and maybe this could compensate a bit for your bad experience: https://www.publicmobile.ca/en/on/holiday)

Re: Autopay

esjliv — Wed, 01 Dec 2021 11:48:12 GMT

@Pescarate wrote:
Hi community!!!!

I have had the autopay system since more than one year ago. Today I had the charge in my bank account but Public mobile has decided to cancel my plan because: "Your service is currently suspended due to insufficient funds." What should I do? in the same page is said: "AutoPay is active on this account". 😞

@Pescarate

Ok, you still have services - Great!

Your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew.

So, if this is the case, ignore these messages on your SELF SERVE account.

If you did add funds to your account, you can just leave them there for your future renewals. The Available Funds $'s always gets used up first before charging your credit card.