topic Re: Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with in Get Support

Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with

Wingsfanmom11 — Mon, 02 Dec 2024 16:31:35 GMT

There's a problem with adding a credit card in my account. I've tried numerous credit cards, Visa debit cards etc and my son has been without a phone for 4 days because it won't let me pay.

Ticket is unresponsed to. How do I escalate this without actually talking to anyone?

I'm at the point where I'm given no choice and need to change carriers I'm making a complaint to the CRTC today as this is ridiculous.

Re: Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with

hTideGnow — Mon, 02 Dec 2024 16:34:16 GMT

HI @Wingsfanmom11

the update payment card is buggy

Since your plan has already expired, quickest way to resume is buy a voucher from Shoppers drug mart or gas stations and then load the voucher using *611 or My Account

Re: Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with

will13am — Mon, 02 Dec 2024 16:36:15 GMT

@Wingsfanmom11 , if you have submitted a ticket, that is pretty much all you can do. You just have to wait patiently for a response. We have just gone through black Friday sales period and so I would imagine support has a pretty big workload to work down, so response times could be protracted. As for updating the payment card, I find best success using the app with location permission enabled. Clear app cache first and give it a try. Be sure to allow 24 hour lock out period for the payment cards.

Re: Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with

BKNS27 — Mon, 02 Dec 2024 16:44:27 GMT

@Wingsfanmom11

If your son’s account is suspended then you need to make a manual payment first to restore service. Login on his account online or the app. Go to Payment tab>Add Funds with Credit Card. Once funds are added then go to Update Card Information for next month’s bill.

If that didn’t work then you need to contact a CS_Agent by pm them directly.

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

You can also make a manual payment by dialing 611 on his phone or 1-855-4PUBLIC from another phone.

Re: Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with

Neil11 — Mon, 02 Dec 2024 16:50:08 GMT

Trying using the PM App to add the credit card instead of browser. I find it works better. Make sure the postal code matches the one associated to the credit card.

Re: Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with

Wingsfanmom11 — Mon, 02 Dec 2024 17:33:30 GMT

Already tried all of this and sent a message days ago. Still no reply or resolution. Credit card won't work over the phone in app or on website.. Tried multiple cc's and even a visa debit

Re: Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with

Wingsfanmom11 — Mon, 02 Dec 2024 17:34:29 GMT

I'm not anywhere close to a store so unfortunately that doesn't work for me. I tried 611 and it's also the same result.

Re: Ridiculous can't pay for my service and ticket submitted 3 days ago hasn't been dealt with

hTideGnow — Mon, 02 Dec 2024 17:38:06 GMT

hi @Wingsfanmom11

you can buy voucher from gas station like Shell or Petro Canada

and you can also buy online with a fees, check ding.com or recharge.com