topic Re: How do I get some customer support?? in Get Support

How do I get some customer support??

Michelle76 — Tue, 30 Jan 2024 14:00:56 GMT

My subscription was due to renew today. I didn't have enough funds when it attempted to renew. I added funds a little while ago but it still hasn't renewed. It says I'm subscribed, it says I made the payment, but it's also showing the money still sitting there and that my subscription is dec 31- jan 30. I don't know what else to do. I thought it would just automatically renew when I added funds.

Re: How do I get some customer support??

softech — Tue, 30 Jan 2024 14:03:50 GMT

@Michelle76

could be a cache problem. Please login My Account again using Incognito mode. Then check if the fund is still sitting as Avaiable fund or if the cycle date still showing old one or updated showing next 30 days

https://myaccount.publicmobile.ca/en/account/overview

If the money already used for renewal (do not see what you paid in Available fund) and cycle date updated to the new one already, try reboot the phone once

If you still see the money as Available fund and cycle date still showing the old one, try to first put your account to Lost/Stolen here https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone and click "Put my services on hold" and logout My Account for 5 mins. Then log back in and resume service from there. This should trigger the renewal

Re: How do I get some customer support??

Dano58 — Tue, 30 Jan 2024 14:08:43 GMT

I'm having a similar problem. Have sent a few messages but no reply yet. I was given this link https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

I have autopay and they never took money from my CC and the subscription period still shows dec-jan .

same as you. Hope they are getting the messages at least that there is a problem.

Re: How do I get some customer support??

Michelle76 — Tue, 30 Jan 2024 14:29:24 GMT

Putting my services on hold worked. But, it seems, because I hadn't paid on time, when I went to reactivate my service they made me pay the full amount of my plan like a new customer. Didn't take off any of my monthly rewards and such. So that kinda pissed me off 🙄

Re: How do I get some customer support??

hairbag1 — Tue, 30 Jan 2024 14:32:17 GMT

@Michelle76

~~if all your plan features are working as expected...maybe your plan is just going through the renewal process. If your plan isn;t working...well that's something else.~~

Re: How do I get some customer support??

Dano58 — Tue, 30 Jan 2024 14:32:00 GMT

I got that advise too, but I'm not doing anything. This is a PM issue and if we all just use workarounds how is it ever going to get fixed. I have autopay so I don't need to login to the pathetically slow web page, and I'm not interested in doing this each month.

Re: How do I get some customer support??

softech — Tue, 30 Jan 2024 14:33:33 GMT

@Michelle76 wrote:
Putting my services on hold worked. But, it seems, because I hadn't paid on time, when I went to reactivate my service they made me pay the full amount of my plan like a new customer. Didn't take off any of my monthly rewards and such. So that kinda pissed me off 🙄

@Michelle76

you should have got the rewards the day before renewal already, the rewards should have been deposited into your My Account as Available Funds. Plesae check Payment history https://myaccount.publicmobile.ca/en/account/payment/payment-history

Even it was not paid the day before renewal, PM should deposit the rewards back within 48 hours

If any concern, open ticket with PM support and ask them to confirm:

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: How do I get some customer support??

Michelle76 — Tue, 30 Jan 2024 14:35:51 GMT

Yeah..the web page could definitely use some fixing. It's pretty pathetic.

Re: How do I get some customer support??

hairbag1 — Tue, 30 Jan 2024 14:36:14 GMT

@Dano58

maybe I've just been real lucky...but I haven't experienced anything like what you're experiencing with you PM service...mine has been great since 2017 without autopay problem. Once it's running, you shouldn't experience any more problems.....hopefully ! 😬

Re: How do I get some customer support??

RavingRaven — Wed, 31 Jan 2024 12:19:07 GMT

@Michelle76

Did you actually lose services? Renewals run late all the time. My renewal was the 30th. Funds were not debited/charged by autopay until about 11:15am et. You can't force payment on your renewal date unless you services are actually suspended (no service) or you are within the 4 hour grace period. (If on schedule 2am et to 6am et.)