topic Re: auto renewal failed in Get Support

auto renewal failed

cec69 — Tue, 04 Jan 2022 23:12:00 GMT

My renewal date is today. I have auto-payment setup. My account is showing suspended for non payment. My rewards have been processed but the payment has not been. I have no phone service. Please help

Re: auto renewal failed

CaNuCk07 — Thu, 10 Nov 2016 16:06:44 GMT

@cec69 Did you switch from an old plan to the new plan on your renewal?

Re: auto renewal failed

cec69 — Thu, 10 Nov 2016 16:07:31 GMT

No changes were done it is exactly the same as it has always been

Re: auto renewal failed

CaNuCk07 — Thu, 10 Nov 2016 16:09:49 GMT

@cec69 Have you sent a message to the mods? best way to get this fixed up is to contact them.

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

Re: auto renewal failed

Rockdaddy22 — Thu, 10 Nov 2016 16:12:06 GMT

Top up your account to get service back now, get a refund when you get it fixed by the mods.

Re: auto renewal failed

cec69 — Thu, 10 Nov 2016 16:15:13 GMT

Just messaged Mary_M. Will give it a bit before tring the top-up now refund later suggestion

Re: auto renewal failed

Luddite — Thu, 10 Nov 2016 16:15:59 GMT

Even though rare this is serious.

Ufortunately it would be wise to create a plan to cope for several days; that is the current moderator backlog.

Here's an old post discussing the issue: Coping without service

Re: auto renewal failed

Rockdaddy22 — Thu, 10 Nov 2016 16:32:15 GMT

It could take a few days to get a response.

Re: auto renewal failed

acs123 — Thu, 10 Nov 2016 16:34:16 GMT

"Days" for a response to something like this is unacceptable.

I'm a new user looking in while I "wait" for my issues to get sorted. Seeing this thread may be the end of my waiting. Why would I voluntarily sign up for this?!?!

Re: auto renewal failed

Rockdaddy22 — Thu, 10 Nov 2016 16:35:42 GMT

Why did you?

Re: auto renewal failed

Rockdaddy22 — Thu, 10 Nov 2016 16:37:42 GMT

The user can easily get service back by topping up, no big deal. It's a few days because things are crazy with this hugely popular promo. When the promo wasn't on, these things were solved in minutes, this isn't a normal time unfortunately.

Re: auto renewal failed

suefs — Thu, 10 Nov 2016 16:37:45 GMT

@cec69

is your auto-payment via credit card? perhaps the credit card company has blocked the payment from going through?

Re: auto renewal failed

acs123 — Thu, 10 Nov 2016 16:38:44 GMT

Well I thought $21 / month would be worth it. But now I'm not so sure.

Aside from providing phone/text/data service (which I don't have from PM yet), a phone company really only needs to do three things:

1. Easy sign-up for new customers

2. Take payments

3. Provide customer service in a reasonable time frame.

So far, PM isn't doing any of these things for many people.

Re: auto renewal failed

cec69 — Thu, 10 Nov 2016 16:39:08 GMT

I made a payment for amount due and my service is now active. I will update Mary_M of this and wait to here back from her. Thanks all for the suggestion

Re: auto renewal failed

cec69 — Thu, 10 Nov 2016 16:41:00 GMT

Seems to be no [problem with credit card as payment went thu when I topped up manually

Re: auto renewal failed

Rockdaddy22 — Thu, 10 Nov 2016 16:42:53 GMT

So what's the answer? Give up? I say it's worth the wait, just my opinion, everyone has to make their own choice on that.

1- It is easy to sign up for %97.7 of people.
2- Again, no problem for most
3- That I'll give you, in normal times, they provide amazing customer service, and I assure they're doing their best.

Re: auto renewal failed

acs123 — Thu, 10 Nov 2016 16:45:40 GMT

Well then I guess I just have really bad luck. As well as all the other people.

97.7% - is that a real number? Do you know how many people are signing up today vs. those posting problems in the forum, sending private messages or emails?

If you are going to only offer service through a website, the website needs to be rock solid. All of the suggestions here on how to port or sign up are "hacks". (eg. use a shorter name, etc...) - really?!?! I don't think the person who made the website ever tried it or ever comes back here.