topic Re: Auto-Renew Payment problem affecting multiple Public Mobile customers in Get Support

Auto-Renew Payment problem affecting multiple Public Mobile customers

Roo3d — Tue, 24 Sep 2024 17:33:03 GMT

Today my service was suspended because PM failed to take the auto-renew payment. The same thing happened to my wife who has her own separate PM account. I see that it has happened to others too. So, I'm leaving this post here in hopes that it will get PM's attention and they can try to resolve it and prevent it from re-occurring. It was quite worrying to have the only two phones in my family suddenly cut off from service, leaving us to find landlines in order to reach each other and get it resolved by making manual payments.

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

hTideGnow — Tue, 24 Sep 2024 17:35:29 GMT

hi @Roo3d

yes, multiple posts aobut this.

but to get their attention, you need to submit a formal ticket.   please submit a ticket with CS Agent using this Chatbot link:  https://widget.telus.tiia.ai/publicmobile/publicmobile.html Type the question "Submit ticket", Then click the following in order: "Contact Us" , "Other", "Log In".
If any issue with ticket submission, you can submit by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

slusagm — Tue, 24 Sep 2024 17:39:11 GMT

i think it could have gone as far back as yesterday

but if you worry your phones got cut off and renewal is coming, add fund to the accounts first

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

Malana — Tue, 24 Sep 2024 20:59:26 GMT

I’ve had the same problem countless times now. It seems like the main time it happens are the days when I really need it. Due to the service saying they have not received my payment I have also clicked pay now and have been double charged this month and back a few months ago as well. I never did get my money back. I’m switching to a new provider this month, if it’s a bit more expensive so be it. At least I’ll have wifi calling and not be charged 80$ on a 40$ plan.

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

Malana — Tue, 24 Sep 2024 21:00:39 GMT

I’ve done this as well and never have received real help. Everytime I did this no problem was actually resolved, they are terrible and quite frankly I’m done with them and I encourage others to do the same. There are many other companies where you can get a similar plan for just as much if not cheaper and with better customer service.

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

frickfrack1234 — Sun, 29 Sep 2024 16:06:44 GMT

This hasn't happened to me yet, but I am glad to know ahead of time that this could be a possibility! Maybe adding funds to your account before top up date to keep an emergency reserve in the account could work?
I would also submit a ticket, and hopefully they will get this resolved asap.

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

clairejmgw — Sun, 29 Sep 2024 18:49:30 GMT

It happened to me today, too. How long did it take to sort itself out

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

Alvin1111 — Sun, 29 Sep 2024 22:59:45 GMT

Happen to me to. Went to site and pay manual and then next day they took out payment again and have not refunded it.

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

cellphoneuser1 — Sun, 29 Sep 2024 23:26:55 GMT

@Alvin1111 wrote:
Happen to me to. Went to site and pay manual and then next day they took out payment again and have not refunded it.

When manual payment is made, autopay doesn't charge again. Maybe, autopay was stiill okay and manual payment wasn't needed? Do you have extra available balance now?

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

Sammicm — Fri, 04 Oct 2024 14:09:55 GMT

Happened to me yesterday, I went to pay on the website but it says it can't process the payment! So I'm still without a phone plan. I also tried to re-add my credit card which would also not work.

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

dukiedukes — Fri, 18 Oct 2024 17:23:56 GMT

turn your phone off for 10 seconds then turn it back on

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

Bad-Idea — Wed, 23 Oct 2024 15:47:34 GMT

I've noticed there are a lot of people / customers having issues with payment dates changing all the time, and phone service being cancelled for a day or so till payment is made.

When payment is made manually, it seems that a second payment comes out because autopay didn't get the message that a payment was made manually. Very shody practice here on public mobiles part.

The problem with random payment dates from public is their billing schedule and the false advertising they do to get customers.

A typical plan is x dollars a MONTH for x amount of data. One would expect payment for the plan choosen would come out at the same time each and every month. However, someone at public mobile decided to screw over their customers and change it to a 30 day schedule regardless of what is advertised and what you pay for. ie.PER MONTH!

This is known as a bait and switch practice, which is illegal and I'm thinking this could be challenged in a court of law.

How many of us have had public mobile take the money from our account only to leave you with an unexpected NSF charge from the bank when the funds are just short of the payment public mobile tried to take on their terms. Maybe payment was successful but it left you short for another auto payment coming out of your account like car payment or mortage payment.

Most of us budget our money according to a MONTHLY payment on bills.

Bottom line is that public mobile or Telus, the parent company needs to fix this issue ASAP and stop ruining consumers reputations because of public changing the payment due dates every month.

Yes, I too am fed up with the sneaky tatics used with this service provider and their lame excuses.

I signed up for monthly services not 30 day services!

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

hTideGnow — Wed, 23 Oct 2024 15:51:29 GMT

hi @Bad-Idea

you actually signed up for a 30 days service, not month. There are fine prints about that. And PM has been 30 days from the beginning

PM is a prepaid carrier, you have to pay before you use it. That's why when there is a payment problem at renewal, the service will be suspended.

And itis true , payment system is not bulletproof, this is unfortunate

Re: Auto-Renew Payment problem affecting multiple Public Mobile customers

Bad-Idea — Wed, 23 Oct 2024 16:31:27 GMT

All the advertisments for service are in big bold print that the services you pay for are by the month. Not 30 day service.

The way the consumer sees the ads is that they are signing up for a monthly plan.

If public mobile is selling a 30 day plan, it should be advertised as such.

The fact that they don't advertise their plans that way and switch it to their own liking is a simple bait and switch policy which has landed other companies in hot water in the past.

They need to rethink this policy.