Auto-Renew Payment problem affecting multiple Public Mobile customers

[Roo3d]

Today my service was suspended because PM failed to take the auto-renew payment.  The same thing happened to my wife who has her own separate PM account.  I see that it has happened to others too.  So, I'm leaving this post here in hopes that it will get PM's attention and they can try to resolve it and prevent it from re-occurring.  It was quite worrying to have the only two phones in my family suddenly cut off from service, leaving us to find landlines in order to reach each other and get it resolved by making manual payments.

[Sammicm]

Happened to me yesterday, I went to pay on the website but it says it can't process the payment! So I'm still without a phone plan. I also tried to re-add my credit card which would also not work. 

[cellphoneuser1]

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@Alvin1111 wrote:

Happen to me to. Went to site and pay manual and then next day they took out payment again and have not refunded it.

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When manual payment is made, autopay doesn't charge again.  Maybe, autopay was stiill okay and manual payment wasn't needed?  Do you have extra available balance now?

[Alvin1111]

Happen to me to. Went to site and pay manual and then next day they took out payment again and have not refunded it.

[clairejmgw]

It happened to me today, too. How long did it take to sort itself out

[frickfrack1234]

This hasn't happened to me yet, but I am glad to know ahead of time that this could be a possibility! Maybe adding funds to your account before top up date to keep an emergency reserve in the account could work? 
I would also submit a ticket, and hopefully they will get this resolved asap. 

[Malana]

I’ve done this as well and never have received real help. Everytime I did this no problem was actually resolved, they are terrible and quite frankly I’m done with them and I encourage others to do the same. There are many other companies where you can get a similar plan for just as much if not cheaper and with better customer service.

[Malana]

I’ve had the same problem countless times now. It seems like the main time it happens are the days when I really need it. Due to the service saying they have not received my payment I have also clicked pay now and have been double charged this month and back a few months ago as well. I never did get my money back. I’m switching to a new provider this month, if it’s a bit more expensive so be it. At least I’ll have wifi calling and not be charged 80$ on a 40$ plan.

[slusagm]

i think it could have gone as far back as yesterday

but if you worry your phones got cut off and renewal is coming, add fund to the accounts first

[hTideGnow]

hi @Roo3d 

yes, multiple posts aobut this.

but to get their attention, you need to submit a formal ticket.   please submit a ticket with CS Agent using this Chatbot link:  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 by direct message:  
      https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437