topic Re: Subscription on hold. in Get Support

Subscription on hold.

MohammadShaikh — Tue, 21 May 2024 00:50:26 GMT

Hi there, my along with my wife’s subscription is on hold apparently despite being on auto pay and my credit card was charged. The app overview mentions that my Subscription (US-Can $34 -50GB 5G) has expired. I have contacted an agent but I haven’t received any reply since submission.

has anyone else faced this situation with the US Canada package? And if anyone could help and guide with a solution would be appreciated.
thank you!

Re: Subscription on hold.

hairbag1 — Mon, 20 May 2024 18:03:55 GMT

@MohammadShaikh

~~what makes you say they're on hold ?~~ Do you mean they're Suspended ? Can you call / text as expected ?

Re: Subscription on hold.

Chalupa_Batman — Mon, 20 May 2024 18:03:24 GMT

Hello @MohammadShaikh

Your concerns aren't related to the plan itself. It's the time it's taking for the agents to return your message. Sadly they are very behind right now in returning tickets. So just hold tight. If you haven't heard anything within 72 hours, please feel free to send another ticket.

To Submit a ticket, please click the following link to access the Public Mobile Chatbot: https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type: Customer Service Agent

IMPORTANT INFORMATION: I am not a Public Mobile employee. I am a customer just like you. Please do not send me a private message with your personal information.

Re: Subscription on hold.

MohammadShaikh — Mon, 20 May 2024 18:30:31 GMT

This is what it mentions.

Re: Subscription on hold.

MohammadShaikh — Mon, 20 May 2024 18:31:08 GMT

My payment went through automatically as I have auto pay.

Re: Subscription on hold.

Chalupa_Batman — Mon, 20 May 2024 18:33:23 GMT

OK. To me, this means the charges didn't actually go through. This is what I'm thinking. Please contact your credit card company and confirm the charges actually went through and they aren't just "Pending" charges. If they are "Pending", this would be the reason it didn't go through. I could click on Subscribe Now with Current Plan and follow along... if the credit card is double charged, don't worry about it. You can always contact customer service and have those extra charges credited to your account. It's happened to me before and I was credited. No biggie.

Re: Subscription on hold.

dabr — Mon, 20 May 2024 18:40:28 GMT

@MohammadShaikh The same thing happened to a line I manage in March for the first term in 6 years with autopay enabled. The payment went through (even got the alert from CC) but account said it was suspended and no phone service.

I had to manually make another payment before service was restored and then message support after two pending charges to PM became posted and ask for an account credit or refund. They opted to refund which took a couple of weeks.

For some reason there have been many other similar situations and other payment issues which have yet to be resolved it seems. This doesn't have anything to do with what kind of plan you have either as this happened to the $15 plan for us.

Re: Subscription on hold.

MohammadShaikh — Mon, 20 May 2024 18:40:49 GMT

No the payment went through. It shows I have the funds credited to my account. I clicked on subscribe now with current plan. It didn’t work.
now note that both my wife and I have the same issue. Both have different accounts. And apparently after going over some posts in the community others are also facing a similar issue upon subscription. Which is odd.

Re: Subscription on hold.

MohammadShaikh — Mon, 20 May 2024 18:42:03 GMT

Oh okay got it. Thank you for your reply.

Re: Subscription on hold.

MohammadShaikh — Mon, 20 May 2024 18:55:38 GMT

Update: This appears to be an issue within the mobile application. My wife and I had lodged a complaint with the Agent. Finally, after 4 hours, the PM application reflects that our subscription has been renewed. Thankfully, issue has been resolved.

Re: Subscription on hold.

Luddite — Thu, 30 May 2024 19:20:32 GMT

@Chalupa_Batman 72 hours might be too long. I understand that open tickets are closed after 24 hours without activity. So, I recommend folks send a reply to their ticket every day asking for an update. I have no data to justify my suggestion, just an impression.

Re: Subscription on hold.

Chalupa_Batman — Thu, 30 May 2024 21:02:50 GMT

Sounds good @Luddite . I was just following what an Oracle had mentioned around that time frame. I will lower it down to up to 48 hours. I just like to point out, which I'm sure you are fully aware of, 🙂 , Public Mobile is famous for not updating their Announcement threads.

https://productioncommunity.publicmobile.ca/t5/Announcements/Longer-Than-Normal-Support-Wait-Times/td-p/1197464

3 weeks and no update. PM and their forum moderators need to step it up a notch.

Re: Subscription on hold.

Duell — Thu, 15 Aug 2024 20:57:53 GMT

Did it get resolved.. I have the same issue and they say pay again..