topic Re: My autopayment for January never came out in Get Support

My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 15:28:20 GMT

Hello - I am used to seeing a charge on my VISA for my monthly payment but January did not come out for some reason. Does anyone know who I can talk to about this?

Re: My autopayment for January never came out

slusagm — Fri, 17 Jan 2025 15:31:14 GMT

but do you have service now? check

and login My Account and check account status. If it is showing suspended, click the button Pay and Resume services to renew

Re: My autopayment for January never came out

Yummy — Fri, 17 Jan 2025 15:36:58 GMT

Check your PM account and confirm your account is active and you have service.
Sometimes seeing charges on CC might be delayed or they are Pending.

Re: My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 15:44:30 GMT

Yes it is working; it seems like January was skipped and the next payment is not until Feb 4th - so I am confused what is happening here

Re: My autopayment for January never came out

eddieO — Fri, 17 Jan 2025 15:44:40 GMT

@HMTC on what date are you typically seeing the Public Mobile renewal on? Some people do not realize that Public Mobile subscriptions are technically every 30 days so it will not renew on the exact same date each month. If you look in December near the end of the month there might be a charge there?

Re: My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 15:53:10 GMT

My last charge was on the 6th of December, which is normal. Each month it is usually the 6th or 7th. But nothing came in for January. Online it says my next charge will be on Feb 4th.

Re: My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 15:53:42 GMT

Yes I do have service now.

Re: My autopayment for January never came out

slusagm — Fri, 17 Jan 2025 15:55:27 GMT

you have service after you paid today?

Re: My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 15:57:01 GMT

Thanks - I looked at the charges in Dec and there is only the usual one on the 6th.

Re: My autopayment for January never came out

eddieO — Fri, 17 Jan 2025 15:57:45 GMT

@HMTC go into your Public Mobile app and then go to Payment history, there I think it should show if you had money come from available funds or from credit card. If your services are all working and the next payment is showing Feb 4th you should be fine, and hopefully your payment history will explain where the payment came from. If you are still unsure you can reach a support agent to ask for more information.

You will need to open a ticket through the Chatbot:
https://widget.telus.tiia.ai/publicmobile/publicmobile.html
(and then type: Customer Support Agent)

Or, if you are having trouble with the Chatbot try sending a private message to:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437
(note: you will need to be logged into your Community account for this link to work)

Re: My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 15:58:25 GMT

I did not pay anything today. I am waiting to see what is going on. This is supposed to be an auto payment.

Re: My autopayment for January never came out

slusagm — Fri, 17 Jan 2025 16:00:35 GMT

did you login My Account? what is the current cycle period? when was the last payment date? if Autopay failed first time, it won't retry and you need to make a manual payment if it shows the account is suspended

Re: My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 16:08:28 GMT

I do not understand if the payment is due but not paid from the history.

It says "purchased" in past tense - does that mean the payment was received? Why did they not do the auto payment from VISA? I checked and I do have VISA as the payment method on file.... not short of funds. It also confusedly says "available funds: $0.00" which makes me wonder if they stopped the autopayment for some reason. If they did do this without my knowledge, will they suspend me anyways? How long do we have to resolve this before a suspension is triggered?

Jan 05, 2025
09:13 AM Purchased 100 Minutes Canada-Wide Talk, 30-day pla...	$15.00 Available Funds: $0.00

Re: My autopayment for January never came out

slusagm — Fri, 17 Jan 2025 16:07:58 GMT

you had a $15 plan? somehow you had enough funds (credit) in My Account and PM just used the credit to renew and hence didn't take money from credit card

maybe you redeemed rewards point for $15 bill credit?

Re: My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 16:17:45 GMT

Hahaha - hey that might be why! I never really looked at my points balance and perhaps after a couple years it did indeed pay for one month. Is there any way I can confirm this is what happened? Nice surprise if so!

Re: My autopayment for January never came out

slusagm — Fri, 17 Jan 2025 16:20:38 GMT

if you didn't redeem it, the credit won't appear itself

can you post us couple more Payment history entries here? at least from Nov to now?

if you want to check points, after login My Account, click Rewards on the top right and it will bring you there, check the transaction history in Rewards to see how you earned and used the rewards

Re: My autopayment for January never came out

eddieO — Fri, 17 Jan 2025 16:31:37 GMT

@HMTC like slusagm mentioned, Public Mobile will no longer automatically take points to pay a bill like they used to, it has to be manually done by the customer. You mentioned that your next renewal is on Feb 4th, so you are definitely paid up for now

Re: My autopayment for January never came out

HMTC — Fri, 17 Jan 2025 16:35:40 GMT

thanks for your help