Account suspended despite payment received

[Cactus7868]

Mt account says that it's suspended for non-payment as of yesterday (Dec 9), despite Public Mobile and my bank both showing payment went through (PM even has a receipt showing payment received on Dec 8). It's set up as a recurring credit card payment and there have never been problems before. No recent changes or anything.

In the meantime I have no phone service and no mobile data at all! Any idea how this can get resolved?

[Cactus7868]

Thank you, but as mentioned I've already confirmed that my payment for this month has already been received by Public Mobile, and yet I have no service at all for two days now. So I certainly don't need to pay again.

[Cactus7868]

Thank you, I've submitted a ticket using the instructions you gave.

I have no phone or data service at all as of yesterday. I've confirmed with my credit card company that payment went through at the usual time, and Public Mobile shows a receipt for payment received the day before the renewal date.

Is this a known problem? Or have others reported a similar issue?

[BKNS27]

@Cactus7868 

It sounds like a glitch with AutoPay (Subscribed) so enable the Subscribe button by login to your account online or PM app for next month’s payment. Then just make a manual payment with your CC or vouchers then dial 611 or 1-855-4PUBLIC or online or on the app to restore service.

 

[hTideGnow]

hi @Cactus7868 

do you have no service now? or just the My Account now showing the correct status?

if just My Account, it could be just a browser cache problem.  Please try again using Incognito/private/secret mode on your browser to login My Account, or try using the PM app (logoff the app first and log back in)

if same, then submit a ticket with CS Agent using Chatbot here:       
            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  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage