Auto pay/ payment

[jennie4990]

Hello,

I am just a little worried about my payments. I had my account set to Autopay for this month. It showed that the next paydate is January, so I assumed everything was fine with the payment going through. The next day on (Oct 31) I recieved a text message from Public Mobile saying they did not recieve any payment, and my phone was cut off.

I went onto my account and then realized the autopay did not go through for some reason, so I did a Manual Payment right away of, $144.64. My phone was then re-actived and I was able to use it again. My account now shows "Available Funds of 35.00"

I am worried that I have either over, or under paid. If I have overpaid will I somehow get money back or will this go towards my next bill? I am very confused at the moment!
I am hoping you can help me reslove this issue. This is the second time this has happened regarding the autopayment. 

Thank you very much for looking into this for me,

Jennie Burley

[Mary_M]

Hey @jennie4990,

thank you for taking the time to reach out to us !

To answer your question regarding the balance of 35$, it looks like you already had an available balance of 21$ on your account prior to your renewal. You also received the autopay reward of 6$ (making your balance 27$) on October 30th, therefor only a payment of 93$ was needed to activate your services (whereas you made a payment of 126$ in total) No worries though - this just means that you will need to pay 35$ less on your next renewal, in January! Here is a breakdown:

Does this make sense? 🙂

Mary

[NDesai]

---

@jennie4990 wrote:

Ok I must have just overpaid. My card statement is showing $144.64. I paid that manually today when i realized my phone was cut off.

I had it set to autopay though so I’m not sure why it didn’t work? Should it work for next time? 

---

They are having some issues in the backend system and due to that, some users are having the exact same problem with AutoPay. They are working on it to fix it, so likely, it should be fine next time. 

[jennie4990]

Ok I must have just overpaid. My card statement is showing $144.64. I paid that manually today when i realized my phone was cut off.

I had it set to autopay though so I’m not sure why it didn’t work? Should it work for next time? 

[NDesai]

@jennie4990 It looks like you were charged the correct $120 for your plan. Now where that $35 credit come from? The total amount you are charged subtracts the avaialble rewards and balance. Since you made the manual payment of $126, the left over credit is sitting as Available Balace. I can see that you got $6 AutoPay credit and there might other rewards you are getting. Go to My Rewards page and see how much rewards you are currently earning. That might explain where that $35 came from. 

[jennie4990]

[NDesai]

@jennie4990 As i said, remove or hide your personal information such as account# or phone#. It was visible in the pic so i have edited your post to remove it. 

[jennie4990]

Here is a screenshot of the payments

[NDesai]

@jennie4990 Check if your plan renewed to the correct one. Post a screenshot or copy/paste of your payment history from your self-serve account. We can possibly tell what exactly happened there. Be sure to not include any personal information.