topic payment missing in Get Support

payment missing

Kim25 — Thu, 29 Aug 2024 12:07:26 GMT

I made a fee payment by phone yesterday by Visa Debit, and my bank statement shows that the

payment was taken. However, it isn’t showing up on PM website or by phone prompts.

I have been doing this way for years. Should I call Visa and reverse the payment?

Thanks community

Re: payment missing

Meow — Thu, 29 Aug 2024 12:16:16 GMT

Did you try accessing PM site with clean browser, incognito mode, clear cache?
Try refreshing page few times, it might help too.
If you added funds to your account using browser or through app money SHOULD appear on your account.
Give it few hours (for potential site update, even though when I did add funds they appeared immediately!) and try again.

If you still do not see funds after few hours, open a ticket, provide CC screenshot to agent and demand explanation.

Re: payment missing

Kim25 — Thu, 29 Aug 2024 12:19:28 GMT

Thanks, I will wait a bit and then do that.

And yes, I refreshed etc. I use the phone *611 to add funds usually and this hasn’t happened before now.

Re: payment missing

softech — Thu, 29 Aug 2024 13:03:54 GMT

@Kim25

don't wait, login to My Account Using Incognito mode and check if the account is suspended or not. Check if there is money sitting at Available funds, sometimes the fund was taken but not used towards renewal. Check payment history page and check if PM recorded the transaction and if the money used towards renewal

You can also called 1.855.4PUBLIC and it will also tell you if your account is suspended or not and if there is any Available funds.

if it really not showing correct info and account still suspended, don't wait, ask support for help. Please open ticket with PM support:

1. Open ticket via Chatbot (need access to My Account): At https://widget.telus.tiia.ai/publicmobile/publicmobile.html
Start by typing "Submit a ticket", then click "Contact Us", then "Other", then "Log In", finally click "Click here to submit a ticket ↗"
2. If you have trouble with Chatbot or you don't have access to My Account: Private message CS Agent at:
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
**Monitor your Community inbox (envelope icon on the top right) after ticket submitted, CS Agent will reply to you there

Re: payment missing

Kim25 — Thu, 29 Aug 2024 13:32:52 GMT

Thank you for instructions.

I will do that now and I opened a ticket just now.

Will post results. ( I don’t know why this is double spacing)

Re: payment missing

Kim25 — Thu, 29 Aug 2024 13:39:01 GMT

I posted a private message to an agent- should I open a ticket instead?

thanks pm community

Re: payment missing

BKNS27 — Thu, 29 Aug 2024 13:47:12 GMT

@Kim25

Don’t reverse the charges because PM will force you to make future payments with vouchers for a year.

Re: payment missing

Kim25 — Thu, 29 Aug 2024 14:02:28 GMT

Wow, thanks. I won’t do that.

Re: payment missing

Kim25 — Thu, 29 Aug 2024 19:08:26 GMT

PM has opened an investigation into the missing payment.

thanks to all who replied.