Automatic top up not working

[SlickVic]

So this is the third time this has happened now. My account is set to automatic top up, and it doesn't automatically top up some months. I go out today, and then find out I have no phone service. Great.

I'm at home now, and have since made a "top up" payment, but still have no service. This is kinda annoying.

Is this normal?

[funpig1]

@SlickVic 

This is intolerable. Customers should not be inconvenienced with loss of service and having to jump through hoops to make payments. I suggest that you contact the customer agent as suggested by slusagm and ask them to fix this problem for you. Also, I would suggest that you request a bill credit as compensation for your inconvenience. Good luck.

[Dunkman]

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@SlickVic wrote:

Yes, normally the amount is automatically deducted and there is no interruption in service. Now, a couple of months the amount isn't automatically deducted, and my service is cut off. I then have to login to account and make a manual payment. There is sufficient funds, just wondering why this happens sometimes. It's definitely annoying.

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@SlickVic 

Pre-authorized payments can be glitchy at times.  Most customers are fine, but a few have recurrent issues.  It is a hassle, but in the past, some regular customers will manually load funds every month to prevent this issue.  Especially, if they can't risk having their service interrupted.  

[SlickVic]

Yes, normally the amount is automatically deducted and there is no interruption in service. Now, a couple of months the amount isn't automatically deducted, and my service is cut off. I then have to login to account and make a manual payment. There is sufficient funds, just wondering why this happens sometimes. It's definitely annoying.

[Dunkman]

@SlickVic 

Do you see your payment in available funds?  Is your service status still suspended/ inactive?  

[slusagm]

usually you just paid and the service resume without problem?

did you try reboot the phone? or test the sim card on another phone?

and you can also ask PM to check.  

Just open ticket with PM using the Orange Chatbot icon on the lower right. (For 2FA when login, you might need to use email to receive if you cannot receive the text on the phone.)  Type the question Submit ticket and select Contact Us to get to ticket open screen       
Or message them using this link:
    https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

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