topic Please help me understand this in Get Support

Please help me understand this

Tekmekanik — Wed, 10 Sep 2025 13:46:16 GMT

I was under the impression that doing this would impact my bill, I was wrong.

The auto pay isn't working either, I had to call *611 to get them to take the money off the credit card (that is on file) to get service back, then they charged another $1 on top of that for something. I'm not sure what's going on; I haven't had any issues since switching in 2019, I also have never tried to redeem point before.

I don't understand what happened, they messed up with the billing and the credit?

Re: Please help me understand this

hTideGnow — Wed, 10 Sep 2025 13:53:30 GMT

hi @Tekmekanik

your first screenshot seeing your 2 rewards redemptions is not the most recent one, it didn't show the renewal. Try login again using Incognito/private/secret monde on the browser and see, it will show more details how and why

but if you need PM support agent to check, submit ticket.

submit a ticket with CS Agent using Chatbot here:
  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 unable to receive 2FA SMS, click "Didn't Receive Code" or "Resend Code" and Select "Send Email")
If any issue with ticket submission, you can submit ticket by direct message:
  https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: Please help me understand this

Tekmekanik — Wed, 10 Sep 2025 14:01:07 GMT

Thank you for the information, I took the screen shots this morning after logging in.
I'll contact support and see where that goes.

Re: Please help me understand this

Dunkman — Wed, 10 Sep 2025 14:02:08 GMT

@Tekmekanik

Auto pay sometimes fails. Maybe when you manually call 611, the PM payment system charged the full plan fee. May want to check your payment history page. Do you see the $15 x 2 credit issues on September 1? Do you see extra $30 in available funds?

The extra $1 likely was done to cover the new 911 fee collected by certain provinces.

Re: Please help me understand this

Tekmekanik — Wed, 10 Sep 2025 14:08:34 GMT

I'm still very confused as to where the credit went, It was added.

Re: Please help me understand this

Tekmekanik — Wed, 10 Sep 2025 14:09:42 GMT

Maybe I added funds for next month?
why was my service cut this morning?

Re: Please help me understand this

Dunkman — Wed, 10 Sep 2025 14:14:51 GMT

@Tekmekanik

It looks like PM autopay did work since it took your $30 credit and charged your 5.95 on your credit card early in the morning. Obviously, your service was not working at that time. When you dialed 611, you paid another month of service.

The key questions is whether you see any available funds on your overview page. If you see about $36 in your avaialble funds, you can leave that for next month payment. If you don't see it, then wait for CSA response.

Re: Please help me understand this

Tekmekanik — Wed, 10 Sep 2025 14:14:59 GMT

Hello everyone, thank you for the time. the plan did renew and the credit was applied, not sure why my service was cut this morning, but I added more funds to the account (for next month I guess). phone service is working again; must have been a glitch in the matrix.

Re: Please help me understand this

hTideGnow — Wed, 10 Sep 2025 14:16:04 GMT

hi @Tekmekanik

you still have no service? when you login My Account, did it show your account suspended or active? The Automatic payment actually took money already before you manually load money into the account

and yes, the money you added, $36 is now sitting as a credit , Available funds. Would be used for next renewal