Account Screw Up

[Amberlee892014]

My new card apparently doesn't work... I had to purchase a voucher, which resulted in trying to renew my plan. I don't even know what happened but it took my voucher. I have no idea where the money went from it and now I still don't have a plan and I have huge meetings tomorrow. Someone help, I don't know who to contact or where all the money from the voucher went if my plan isn't renewed but says it went to a plan?

[Amberlee892014]

I was on the $15 and it offered me the $39. Doesn't say I owe anything. Just took $39.00 from my voucher and says I have a $1 left and still nothing.

[dust2dust]

No. Did you change your plan before paying? What plan were you on before?

[softech]

@Amberlee892014 again, phone rebooted and still no service?

if no service still, rty to put your phone On Hold for Lost/Stolem  , logout and log back in after 5 mins to resume service and see if it helps

https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone

[Amberlee892014]

16:05 PM Purchased $39 ULCW Base Plan-20GB-4G	$39.00 Available Funds: $1.00
16:05 PM Voucher Top-Up	$40.00 Available Funds: $40.00

Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number.

This is what is says, Does this mean I have to buy a new SIM Card ?

[dust2dust]

So did you reboot and try to call or text? If services are working then disregard the account for now.

[softech]

@Amberlee892014 

check payment history page and see if it shows PM uses $39 for renewal, it  shoild

https://myaccount.publicmobile.ca/en/account/payment/payment-history

Try to put your phone On Hold for Lost/Stolem  , logout and log back in after 5 mins to resume service and see if it helps

https://myaccount.publicmobile.ca/en/account/profile/lost-or-stolen-phone

[Amberlee892014]

It says the plan I had, took $39.00 from the $40 voucher I had purchased. I looked at the overview and it still says my account is suspended. It says there is only $1.00 left on the voucher. So why is my account not running if they took money?

[softech]

@Amberlee892014 

how to load the voucher? did you use *611?

Try to reboot the phone once more and test

Also, best to login My Account using browser or app. Go to Payment history to confirm if PM took the money and if PM uses it towards renewal 

[esjliv]

@Amberlee892014 - what do you mean you don't know where your money went?

Can you look at your payment history in My Account? Sounds like you still doesn't have services, is that right? What is your status saying?

Call 611, Or 1-855-478-2542 or # 1-855-4PUBLIC from another device/line and see what it is telling you?

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