Applying payments frustrations!!!

[grittythumbs]

My account renews today Jan 5th.  I'm out of data and I'm wondering what time this is going to renew so I put a payment in manually and its just sitting there unapplied.  There's no way to apply it!?!?   There's no way I'm buying a data addon for the interval between now and when this payment is applied.  Very frustrated at how limited the options are on the public mobile site.  I can just stare at my money in the account and do nothing with it.  I decided to cancel autopay now, so now what?  I have errands to run and need my phone for my business.  Tethered to my wifi at home at the moment.

[srlawren]

@grittythumbs now I'll address this frustration you mentioned:

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@grittythumbs wrote:

sadly yes I am on one of the older plans,  I got messages to switch to koodos for great deals... no one told me I could upgrade to a newer PM  plan with double my current data for the same price.  Just logged on today and saw a new set of PM plans.  Only adds to my frustrations.

I don't know of many companies that actively reach out to their existing customers to tell them how to give them less money.  Ironically, PM has done this in a couple of rare occasions in the past.  Once was when they revamped a bunch of plans, I think it was in early 2016 or so.  Basically they took the plans they were offering at the time and added more data to some, cut the cost on others, and in some cases did both.  At that time, they did reach out to people that were on the existing plans to let them know there were better value options.  I think you were not included at that time since it sounds like you must be on a legacy plan (did you get on your plan before Feb 2015?), as those are the only ones that have access to phone-based support which it sounds like you received.

The other time that I can recall was the Koodo offer you mentioned.  That again was a very targetted campaign aimed at moving certain plan holders to Koodo.  I guess yours was on the list that time.

I'm not sure what else to tell you at this time other than to visit the community maybe once every week or two and have a look at the Announcements area to see if there's anything new that might give you better value. [maybe add this to your bookmarks?  https://productioncommunity.publicmobile.ca/t5/Announcements/bd-p/Announcements]. PM always announce there when they are running new promos or have overhauled their plan offerings, so it's in your best interest to take 5 mins every now and then to have a look.  They may not actively contact everyone when new optioins are available, but they also don't make it a secret and all you have to do is look.

NOTE: If you happen to use an RSS reader for any other purposes, you can also subscribe to the Announcements area by following this guide.

[srlawren]

@grittythumbs let me tackle your original issue:

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@grittythumbs wrote:

My account renews today Jan 5th.  I'm out of data and I'm wondering what time this is going to renew so I put a payment in manually and its just sitting there unapplied.  There's no way to apply it!?!?   

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Where did you see the date of Jan 5th?  It's probably your "payment due date", which means your renewal date is actually tomorrow.  If left alone, your plan will renew over night tonight (typically sometime around 2-6AM Eastern time) and you will have data tomorrow.  

If you want to renew it early, as noted, you can reach out the moderator team and ask them to renew it right away.  This makes a lot of sense in your case as the time gap is so short that it would be a shame to invest in an add-on to bridge the gap, as you noted.  Usually we tell pepole to first make a manual payment (aka top-up) for the renewal cost and then contact the moderators, but you've already done the first step, so you just need to private message them.  I know the link was already provided for you to do so, but I'm going to place in my boilerplate text here that gives you info on what to provide to them for identification and what their working hours are:

You will need to click here@ to send a private message to the @CS_Agent for assistance. They are Public Mobile support employees who can help with your issue.

In your message please include:

• PM Phone Number
• 4 digit PIN (if you don't remember this then they will need at least 3 of the following to verify your identity)
  
  • account number
  • date of birth
  • complete address listed on account with postal code
  • email address on account
  • most commonly called numbers
  • alternate number listed on the account
  • last payment date and amount
  • last 4 digits of the credit card
• Detailed explanation

Note: Community Moderators are available from Mon-Thursday 9am to 9pm, and Friday, Saturday, and Sunday from 9am to 7:30pm [All times in Toronto/Montreal time zone]. You can message them at any time, and they will respond as soon as possible within those working hours. More information about the community moderators.

[stonechucker]

As a Legacy member, if you wish a newer plan, you must call into 611 to do so.  This is so PM can make sure you know you will lose your current access to voice support.

As a legacy member, you will immediately get loyalty rewards for your years of continue use.

Seriously look into this option.  I could be a very great deal.

[ky01]

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@grittythumbs wrote:

sadly yes I am on one of the older plans,  I got messages to switch to koodos for great deals... no one told me I could upgrade to a newer PM  plan with double my current data for the same price.  Just logged on today and saw a new set of PM plans.  Only adds to my frustrations.

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I would definitely send a message to the moderators and see what your options are, perhaps you can renew your current plan to one of the newer ones with more data that will suit your needs!

But you must know that you will no longer be able to get support over the phone with the newer plans (support through the community with a moderators might even be faster, given how long you've been on hold waiting for someone on the phone!)

[grittythumbs]

sadly yes I am on one of the older plans,  I got messages to switch to koodos for great deals... no one told me I could upgrade to a newer PM  plan with double my current data for the same price.  Just logged on today and saw a new set of PM plans.  Only adds to my frustrations.

[grittythumbs]

My account is active, in the past I've been told by public mobile reps to buy the data add on to top up my data until renewal.  The add-on of course carries over.

[ky01]

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@grittythumbs wrote:

also on the phone for the past hour, had time to set up this account and rant about how frustrated I am.  You'd do well to boost the phone help or make the self-serve better.

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Are you on one of the older legacy plans? Only those plans have access to phone support. All the newer plans can only receive support through this community portal by messaging the moderators!

[ky01]

Sorry to hear your troubles!

I would send a message to the moderator for assistance in getting your account renewed:

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

Unfortunately, you cannot purchase any standalone add-ons for the time being until your account is in the active state.

[grittythumbs]

also on the phone for the past hour, had time to set up this account and rant about how frustrated I am.  You'd do well to boost the phone help or make the self-serve better.