[SOLVED]: Important Update Regarding Recent Account Notifications

[Ck_PM]

[Update as of 8/12/24]: Thank you for your patience as we worked to investigate this. We have reached out via SMS to those who have been impacted. 

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Hello Community,

Due to a recent system issue, you may have received an email and/or text message incorrectly stating that your account is in suspended status. We apologize for any confusion this may have caused.

To validate your account status, please log into My Account. Impacted customers will receive direct communication from us with any updates.

We are investigating this matter to prevent such errors in the future, thank you for your understanding and patience.

- The Public Mobile Team

[123marie]

I had a problem today logging in 

[O0]

Indeed. So long the upside is greater for you. No matter how close to perfection anything is, downsides never fully go away. That's not to excuse making improvements though. Well, enjoy!

[Sky999]

I hear you.  I've experienced so many issues since May when Public Mobile changed- less minutes, higher cost, new Rewards Plans. Hopefully, with time, the kinks and costs will be reduced.

[jproc58]

I have gotten upset a few times with Public. I just have to relax and take a breath to solve any problems. All in all I find they have the better plans out of the 3 prepaid. I chose them in 2019 I brought my business landline to a mobile line forwarded my original mobile line to my other phone. With Public this was included in their plans.

[O0]

Hi jproc58,                                                             

Not nice that you went through that, and didn't get points, (I guess you couldn't be bothered anymore to chase). Good to know you've been sorted.

About doing it the good old way, if it rules out glitches & unnecessary stress, stick with it forever 😂 

[jproc58]

I had my service suspended in July. I logged in July 21 it said my service was suspended for non payment. I logged in to my bank account and the charge was there as pending. I tried calling and it was out of service. I made a manual payment with the card in my account then it worked. I then had 2 charges pending both of which stayed on my mastercard account. I received many suggestions from members, I opened a ticket, chatted with agents, sent sreenshot of my charges waited was giving up. Close to my renewal date of August 20 I replied again and an agent did credit my account I did not have to pay for August. This shows as a credit I get no points not a big issue. After this glitch in July I removed auto pay will do it manually. It's the first time since 2019.

[Lili100]

Still having issue....payment isnt processing and account got suspended

[Sondra1]

Mine did the same. But i just changed my cc and it went through . 

[Dunkman]

@deanwhyno 

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@deanwhyno wrote:

Need my account looked at says I'm suspended when payment has been made!!!

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Do you have phone service?  More details would be helpful.  When did the payment go through?  Do you see the payment in your payment history?  Do you see available funds?

[deanwhyno]

Need my account looked at says I'm suspended when payment has been made!!!

[Guivinicius]

Still can’t access my account. I get forbidden access every time I log in.

for some reason my payment got declined and now I can’t resubscribe.

[Nfreake1]

@hTideGnow  I haven’t made any manual payments. It’s all on auto pay to my bank and I haven’t changed payment methods. My account is still suspended with three months of charges to my bank. I’ve submitted a ticket. 

[hTideGnow]

hi @Nfreake1 

why they charged you twice today? did you make a manual payment?

ask support to help to check and cleary it up.    please submit a ticket with CS Agent using this Chatbot link:  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 any issue with ticket submission, you can  submit by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

[Nfreake1]

They charged me yesterday and twice today for my monthly service with auto pay and my account is still suspended. 

[SS-19]

I got email that my subscription on hold due to payment. I setup autopay from card but this time my payment was deducted on August 11, 2024 but still getting subscription on hold message when I login to my account its shows for resume my subscription I have to pay again. Which I did again so I have to pay twice this month how I will get refund

[cprnicus]

Does this "recent system issue" have anything to due with a security breach?

[hTideGnow]

hi @Ollie_8 so, it could be real to you

Reboot your phone first.

If still does not work, check My Account and confirm if the account isbreallybsusoned 

[Ollie_8]

I got this message and have been unable to use my phone. Please help

[Meow]

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@Chalupa_Batman wrote:

Thanks @Ck_PM . Can you please PIN this so it stays up top instead of being lost in the shuffle? Thanks bro.

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Even if this notification becomes first screen after logging in to account or community some will definitely ask 'why did I receive...  etc. etc.'

[Chalupa_Batman]

Thanks @Ck_PM . Can you please PIN this so it stays up top instead of being lost in the shuffle? Thanks bro.