Auto plan change on next renewal date failed

[kanica_sharma19]

Hi,

I opted for plan change to $35pm for my next renewal sometime in the last month and today is my plan renewal date and I see my plan change hasn’t worked. My payment has been deducted per the old plan when I clearly remember changing the plan to $35. What are my options? I’m in no mood to let go of my $25 over public mobile’s error. I also really need to upgrade my plan to $35. 

[darlicious]

@kanica_sharma19 

You can use simple Simon the chatbot or my preferred method of contact.....

Send a private message...   Contact the moderators by sending a private message and leave a detailed message explaining your issue and the info to verify your account by including the following information:  

1. Full name and address on pm account. ( Or province and postal code for newer accounts.)
2. Email, phone # and pin #.

If  you cannot remember your pin # include at least three ( if they apply)of the following:

1.  Date of birth (n/a on newer accounts.)
2. Last payment, date, amount, type and last 4 digits.
3. Alternate phone number if any.
4. Security question and answer.
5. Plan amount, any add ons or promos on account.
6. Last 4 digits of sim card.
7. Any rewards in your account.
8. Autopay y/n?
9. Account #.
10. Frequently called/texted phone numbers in the last 30 days.  

The average wait time is 2 to 4 hours but be prepared to wait up to 48 hours for non urgent requests. Current wait times are about one hour and are probably even less as I have had some very quick responses in tne past week.

Keep an eye on your private message box the envelope icon next to your avatar for a little number to pop indicating a message from the moderators. Responding promptly will speed up service times.

 Do not post any of this info in the community only in your private messages when communicating or contacting the Moderator_Team.

  To send a private message to the moderators click below: https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[Triguy]

Submit a ticket to a moderator.

Here’s when and how to contact the Moderator Team:

• Get help with your account the easy way by starting a conversation with our virtual assistant, SIMon. It’ll take you to relevant help articles, or if it’s something more urgent, it can help you submit a ticket to the Moderator Team. Click here to get started.
• Alternatively, you can send a private message to the Moderators by clicking here. You’ll need to be logged in to your Community account for the link to work

[Dunkman]

@kanica_sharma19 

You will need to contact moderator to help.  Moderators usually helpful in these situations. 

Click on the chat bubble icon on the right lower corner of website to start ticketing process to contact moderator.  Type: Plan change not working. Follow the prompts to submit ticket.  

You could even manually load up $10 in your available funds to make it easier for moderator to just change your plans.  

[darlicious · Accepted solution]

@kanica_sharma19 

Contact the moderators and explain the problem. Make sure you top up your account with extra $10. Ask them to please change you to the $35 plan.