topic Re: Plan Switch Failed and My Account is suspended. in Get Support

Plan Switch Failed and My Account is suspended.

Yang_P — Tue, 04 Jan 2022 23:08:07 GMT

Hi, I really need your help on this. My plan supposed to be switched to the new 12GB promotion plan on my next renewal date which is Nov 8, 2016 but it turned into that my account has been suspended. I logged in to my account and topped up another $120 to reactivate my account but it still says my account is suspended. I also checked my transaction history and it indicates that I have already made the payments on Nov 8 since I am enrolled in the autopay program so there is no way I should miss the payment. Therefore, my request is could you please switch me over to the new 12GB plan since I had made the plan change request quite a while ago and refund my the extra $120 payment? This is caused by the misleading information on the website so I deserve to get my extra $120 payment back to my credit card. Thanks in advance.

Could someone help me one this? This is really urgent! Thanks again.

@Mary_M

Re: Plan Switch Failed and My Account is suspended.

CaNuCk07 — Tue, 08 Nov 2016 15:03:22 GMT

hello @Yang_P, unfortunately this is a known issue that has popped up as of late, I don't believe these is anythin you can do without the help of a moderator. Be sure to send them a private message, including the below info.

http://productioncommunity.publicmobile.ca/t5/Announcements/Information-required-before-sending-a-message/m-p/85858

You'll have to sit tight for a little while as the mods are dealing with high volume of requests.

Re: Plan Switch Failed and My Account is suspended.

Spector — Tue, 08 Nov 2016 15:06:38 GMT

This happened to me as well....did the same thing last night and it double charged my CC as well. I sent them a msg to credit me back but they have not yet.

But the difference is it shows as paid, but with the 6GB plan....but of course I wanted the new one...so back too sending in e-mails

Re: Plan Switch Failed and My Account is suspended.

Yang_P — Tue, 08 Nov 2016 15:08:20 GMT

@Spector, who did you send the message to? Thanks.

Re: Plan Switch Failed and My Account is suspended.

CaNuCk07 — Tue, 08 Nov 2016 15:20:39 GMT

@Yang_P See below regarding contact mods.

Doesnt matter which one you private message, they are all sharing a queue.

http://productioncommunity.publicmobile.ca/t5/Knowledge-Base/All-you-need-to-know-about-our-Community-Moderators/ta-p/76452

Re: Plan Switch Failed and My Account is suspended.

Spector — Tue, 08 Nov 2016 15:27:35 GMT

just the general "Get help" last night. I wanted too see if they fixed it before I whined too much. I read a few threads and saw it was happening a lot.

Today I set up this community forum account to get it fixed and I sent an email to one of the mods just now. Of course being an idiot I put in wrong phone number and had to send it again.

So I will keep my good eye watching till it gets fixed....I'm not worried.

Re: Plan Switch Failed and My Account is suspended.

Jafakin — Tue, 08 Nov 2016 15:32:57 GMT

@Yang_P same thing happened to me. It said my account was suspended but still was able to use my phone. The warning disappeared the next day but I was still on the old 6gb plan and not the new fall promotion 12gb plan. I have pm the mod ytd but they haven't read my msg yet. I guess we have to have patience.

Re: Plan Switch Failed and My Account is suspended.

f_fn — Tue, 08 Nov 2016 15:36:04 GMT

It happened to me on November 6 and hasn't fixed yet.

Re: Plan Switch Failed and My Account is suspended.

Yang_P — Tue, 08 Nov 2016 17:56:05 GMT

Hopefully this can get resolved soon.

Re: Plan Switch Failed and My Account is suspended.

Yang_P — Tue, 08 Nov 2016 19:40:33 GMT

@Mary_M Please resolve once you see this. Thanks!

Re: Plan Switch Failed and My Account is suspended.

Spector — Tue, 08 Nov 2016 20:55:45 GMT

Got my reply. My plan was fixed (12GBs/90 baby)....and told that the credit was applied to my CC but it doesn't show as of yet. But happy that I got some movement considering how busy they are. here's hoping this doesn't happen again next autopay.

@Yang_P wrote:
@Mary_M Please resolve once you see this. Thanks!

Re: Plan Switch Failed and My Account is suspended.

Yang_P — Tue, 08 Nov 2016 20:58:12 GMT

Thanks! Hopefully they can resolve my issue soon. We had extactly the same issue.

Re: Plan Switch Failed and My Account is suspended.

thymaster — Tue, 08 Nov 2016 21:06:13 GMT

This is the **bleep**test serviver ever. PM knew of this problem weeks ago and they never took the time to fix it. I'm so pissed off I have no service and there isn't anyone responding to my private messages.

This is **bleep**ed up. I've always paid my bills on time and never been interrrupted by a cell service in my entire life. Now for the first time my service is interrupted by a plan change. This is my punishment for trying to save a few dollars.

Re: Plan Switch Failed and My Account is suspended.

Yang_P — Tue, 08 Nov 2016 21:06:22 GMT

BTW, who did you contract to in order to get this issue resolved?

Re: Plan Switch Failed and My Account is suspended.

thymaster — Tue, 08 Nov 2016 21:13:33 GMT

@Saray_O and @Mary_M

Been waiting for them all morning and I'm worried that if the business hours are ending soon it means I won't have service for the entire day. And obviously they aren't going to reimburse me for lost service. This is stupid on PM. They knew of the problem weeks ago and they never took the time to fix it. Now they will have a ton of complaints and unsatisfied customers.

Re: Plan Switch Failed and My Account is suspended.

Spector — Tue, 08 Nov 2016 21:20:41 GMT

I sent it directly too Shazia.

@Yang_P wrote:
BTW, who did you contract to in order to get this issue resolved?

Re: Plan Switch Failed and My Account is suspended.

thymaster — Tue, 08 Nov 2016 21:23:45 GMT

I will send her a private as well. So far, my message hasn't been read yet.

Re: Plan Switch Failed and My Account is suspended.

f_fn — Wed, 09 Nov 2016 06:38:47 GMT

I have another plan update on Nov 11th. I am sure I'll have the same issue.

Re: Plan Switch Failed and My Account is suspended.

thymaster — Wed, 09 Nov 2016 07:01:17 GMT

Yes you will, you are warned. There's many thread on this topic for a while and PM is aware of the system glitch but have not fixed this problem yet. Sigh.

I'm without service for 24 hours now. I've sent 3 messages to 3 different people and so far they haven't even read my messages.

Re: Plan Switch Failed and My Account is suspended.

Yang_P — Wed, 09 Nov 2016 18:00:59 GMT

@Shazia_K, please help once you see this! Thanks.