Account Suspended but it is Paid

[csnow]

Hi,

I joined PM on Nov 19th on the 90 day promo plan and this morning my phone stopped working and I saw that my account has been suspended and it appears my plan has expired despite being less than 90 days.

To get my phone to work I tried adding a payment and while my payment history shows a large balance my balance still shows as zero and there seems to be no way to add funds or activate my account.

Note: I did purchase a US add-on in December which seems to have caused some people issues.

Any help would be appreciated.

Thanks!

Chrios

[imm1304]

Hi Leda,

I agree that no one should make additional payments once there is a problem.  Best to reach out to PM community and/or support staff as soon as there is a problem.  

If you reached Ashley or Samira via webmail, its not possible for others to select which customer service agent the email will go to.  

However, our awesome community mods are also super responsive and are responding within minutes to an hour most of the time during business hours.  

[Leda]

Hello there, do not make another payment. They will solve the issue. I was waiting for a week to have phone connection and I write to al  PM's screaming out for help. Finaly after a week they appologized and send me an email. They told me that my service was suspended because a glitch on their end. You can email Ashely or Samira from Community Specialist.

Hope that will help you. 

Leda

[Saray_O]

Hey @ashleybai!

I just sent you a private message 🙂 

[Saray_O · Accepted solution]

Hi @csnow!

I sent you a private message 🙂 

[ashleybai]

I also bought a US roaming pack and now my prepaid cell service is disabled.

Can you please re-enable the cell service.

Thanks!

[Shazia_K]

Hey @csnow, 

Sorry to hear about this! 

Saray is taking care of you, Saray will get back to you shortly!

Thanks @NDesai

Shazia

[NDesai]

Sorry to hear that. 

Most likely this is caused by that US addon that you purchased. 

Don't worry though, mod will take care of this. @Shazia_K