Account disabled - despite being paid

[AlinaKonevski]

Hello!

I received a text message this morning (March 10) confirming that my payment was received. And then my account was disabled... I am unable to log in online. I am unable to use *611. I cannot send or receive texts / calls. I submitted a ticket but who knows how long that will take... Is there any way to immediately resolve this? Thank you. 

[softech]

@J_PM  @CS_Agent   We have another poor customer got trapped because of the Koodo-PM payment confusion.   As I said before, people who just migrated from Koodo will likely  be those who decided to decline the Koodo charges thinking it was from their old bill and OP here is on this exact situation.  Can you and your team assist?

@AlinaKonevski  give PM another chance, there was an issue with the payment system.  :

https://productioncommunity.publicmobile.ca/t5/Announcements/System-Fix-Ongoing-Activation-amp-State...

As it is now on the weekend, I hope they would contact you no later than Monday to try to work with you and get your service back.

[AlinaKonevski]

I figured out the problem. When I joined PM in Dec 2021, the credit card showed a charge from Koodo. I had just left Koodo to switch to PM. So naturally I phoned Koodo to ask about this charge. They had no idea about it and advised I phone my credit card. I did, and TD immediately cancelled the card (I was given no choice in this) and launched an investigation. Months later, TD declined the claim from PM. Then immediately, PM blocked my account. Nice customer service from PM, right? I have been fighting with them for two days to reactivate the account. I had to purchase multiple expensive online vouchers so they would reactivate my phone. Now, they have still refused to reactivate my online account. I can't even begin to understand how to file a complaint with PM about this whole mess, and receive fair compensation. This is honestly the worst company ever. 

[esjliv]

@softech  OP stated they submitted a ticket already. 🙂

@AlinaKonevski  - have you been a customer since December 2021 with active services all along?

What does it say about your account, when you call 611 or 1-855-478-2542 from another landline or cell or voip number?

Hopefully, this is just a delay in payment/renewal (it shouldn't happen, but..).

Check to see if your credit card expired if you have one registered.

Since you submitted a ticket, hopefully you have the issue resolved by now, I hope.

[pkaraa]

Was it a regular renewal or you are reactivating from a suspended account?

It doesnt take much longer for CSA to take notice... you ll be helped soon. Keep checking the msgs here the envelop icon on top right.

[Meow]

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@softech wrote:

@AlinaKonevski   Any chance you decline any PM or Koodo charge on your credit card?

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Shouldn't she get appropriate SMS if payment failed?

Did you get SMS from 611: 'Thank you for your payment... blah, blah, Let's keep the conversation going'?

[softech · Accepted solution]

@AlinaKonevski   Any chance you decline any PM or Koodo charge on your credit card?

[softech]

@AlinaKonevski   Try to reseat your SIM (power off the phone, take SIM out for a mins and put it back in and power up) and see if it works.

If not, note what is showing on the phone status bar, any message like "NO SIM", "SIM not provisioned", "NO Network"?  Any bars showing it is connected?

Also, try to put your SIM in another phone and see if it works

Also, try to call 1-855-4PUBLIC and enter your phone number and see what it says

If you still unable to access the network at all, try to open ticket via direct message:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

**Monitor your Community inbox, envelope on the top right, after ticket is opened.  CS Agent will reply and work with you  via messaging there