2x plans expired while in autopay

[agaskin]

Hello,

I have two plans with Public mobile. Both of which have been suspended with the following message on my account page:

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

I ha auto pay on both lines (I realize it says ignore the message if you have it). My question is how come the lines were suspended in the first place? They are my kids lines and they need to make phone calls in emergency or when needed. Just randomly having them suspended with no notice is VERY CONCERNING. 

[darlicious]

@agaskin 

Are both plans the same amount? Although two renewals on the same day with the same card should go thru its likely that the two renewals in quick succession triggered a fraud alert on either the pm side or your card issuers side. If you have not already renewed both of them I would renew one today and one just after midnight eastern so that you now have to separate renewal dates that should clear up this issue from happening again.

If you have renewed both you could wait until next renewal and just after midnight eastern suspend the service of one of the account via the lost/stolen feature in the self serve account. Allow that accounts autopay to fail. In the morning resume service via lost/stolen and wait until after midnight eastern to pay and reactivate the account. Of course one of your kid's will have no service for the day but it can at least planned for rather than what happened today.

Edit: Or use two different cards for autopay.

[esjliv · Accepted solution]

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@agaskin wrote:

Just checked, both accounts have the same renewal date (Aug 3rd). Both have no service. 

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@agaskin 

Try topping up your account in your SELF SERVE or by calling 611 to your plan amount. If still no service (still saying suspended) go into the lost/stolen feature in your SELF SERVE account and hit "Resume".

Reboot the phones, all okay now?

I would let the Customer Support Agents (CSA) know. And, also ensure all rewards were or will be provided to you.

To contact the Public Mobile Customer Support Agent (CSA)_Team, there are two methods to reach them:

1 -  Faster - Click the bubble comment circle on the bottom right-hand side of your screen,

or use this link to: Get Help With SIMon the Public Mobile chatbot

OR

2 – Slower - Use this link to:

Private Message to Public Mobile Customer Support Agents (CSA)

[agaskin]

Just checked, both accounts have the same renewal date (Aug 3rd). Both have no service. 

[agaskin]

Aug 3rd was the billing date. Both lines are unable to place calls.

[Anonymous]

@agaskin 

you can Remove your credit card and Logout and

clear cache and cookies for any Browser,

or you can try it for a different Browser

and use a Browser from your computer, is better

use Browser microsoft edge or chrome latest version
and just make sure your Browser is up to date update
sometime is the Browser is not update is give a issue.

for microsoft edge how to update your browser visit Here 

and do Restart your computer, is will help a lot,

and if you use a home internet please do one thing take your power internet off for about

a 1 minute and put it back on,to refreshing your network,

and log in and re entered your credit details,

just make sure your credit card number and your address match the same,

sometime your typing but is a one word or letter or number is a wrong or is missing just make sure for it.

How To Update Or Remove Your Payment Card

To update or remove your credit or Visa debit card details,

1. sign in to  Self-Serve.  Once signed in,

2. click on the ‘Payment’ tab,

then scroll to the bottom of the page and select ‘Manage my card’.

you will have the option to either select ‘Replace this card’, or ‘Remove this card’.

You will need to review and confirm this change to your account,

and if still not fix it please you Have To Submit a Ticket To Customer Support Agent by CS_Agent,

Only one way to solve your issue , explanation to Customer Support Agent by CS_Agent,

and the are nice service Team the will help you 100%.

Here’s how to contact Customer Support Agent by CS_Agent,

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to Customer Service by CS_Agent. Click Here to get started.

• or you can send a private message to Customer Service by CS_Agent, by Click Here. 
• You’ll need to be logged in to your Community account for the link to work.

• please include in your message,
  
• your account number, 
  
• your phone number,
• your account 4 digit pin,
• your Email address,

      Good Luck

[esjliv]

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@agaskin wrote:

Hello,

I have two plans with Public mobile. Both of which have been suspended with the following message on my account page:

Please disregard this message if you have enough funds in your balance or are on AutoPay. Your account has been suspended. Make a payment to reactive your current plan.Suspended accounts are deactivated after 90 days of non-payment and you will lose your phone number and service.

I ha auto pay on both lines (I realize it says ignore the message if you have it). My question is how come the lines were suspended in the first place? They are my kids lines and they need to make phone calls in emergency or when needed. Just randomly having them suspended with no notice is VERY CONCERNING. 

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@agaskin 

Do you still have services? If yes, this could be your account going through the normal renewal process. The SELF SERVE account can say "expired" or "suspended" on the day of or before your plan is due to renew. So if this is the case, ignore these messages on your SELF SERVE account.

If you have no services, and it is past your renewal, maybe your autopay failed?

1. Add Funds to your Plan Amount through SELF SERVE (or by calling 611 if you have a card registered)
2. Go to “Plan and Add-Ons” TAB
3. Select "Lost/Stolen Phone" TAB
4. Select "Suspend Service" BUTTON
5. Then, Select Resume/Reactivate Service
6. Reboot your phone.

If this was an Autopay failure, I would let the Customer Support Agents (CSA) know.

[will13am]

@agaskin , it is unusual to have autopay fail.  Have you tried doing a manual $1 top up with the credit card you have in the account just to make sure things are working?  If it happens again, I suggest contacting the customer service agents and having them investigate why autopay is failing in your accounts.  

[softech]

@agaskin   Is tomorrow the next payment day for both plans?

and can you make/receive calls on the 2 lines now:?