01-26-2017 08:29 PM - edited 01-05-2022 01:39 AM
Hello,
I am asking on behalf of my mother. Her payment is due today (Jan 26, 2017) but autopay did not work. My credit card did not get charged for the service but I did successfully set up autopay for her.
What should I do at this point? Will her line get cut tomorrow?
Thanks.
Solved! Go to Solution.
03-07-2018 02:06 PM
Hello! My autopay didn't work, though it is setup correctly. My account is now suspended. Is there anything we can do before i try a manual payment? Thank you!
04-05-2017 12:33 PM
Hey @reh,
I sent you a message about an hour ago with a resolution, please view it 🙂
Mary
04-05-2017 12:31 PM
Hi @Mary_M
Please resolve my issue. Service may have worked for a few minutes, enough for me to receive a text saying auto payment did not go through and to make a payment.
I have sent more details via private message and also other questions.
Currently out of service again.
Thanks
Reh
04-05-2017 10:58 AM
Good morning @reh,
thank you for reaching out to us!
I'm really sorry to hear that your autopay feature did not kick in. This is a small bug we are currently experiencing but I can definitely assist. Please send me your phone number via private message, we'll need to validate your account in order to proceed 🙂
Regards,
Mary
04-05-2017 10:51 AM
Hi,
I have the same issue as described in this thread, however my phone (data, phone, text) all not working. I tried calling my phone and it goes to voicemail and was able to listen to messages. Thats the only thing that works. I can't be out of service - kids to pick up and coordination!
Please help!
01-27-2017 06:41 PM
Totally. It scared me when I saw the big bold message saying the account was suspended but it wasn't in reality. Account balance says payment was due on 26th and the suspension message showed up on the very same day. However, they charged me on the 27th instead. Perhaps that message should only show up after PM has attempted to charge my credit card. I'm sure the current approach scares a lot of people.
01-27-2017 03:55 PM
Good conversation. Mine is going to be renewed the first time soon.
01-27-2017 03:35 PM
This really needs to be in an FAQ somewhere. "Is your account due to renew tomorrow, and you're worried about your account status in the self-service area? Don't be. It's fine"
01-27-2017 09:41 AM
Thanks, @NDesai and @DragonSpecV.
I see an authorized charged on my credit card this morning and my mother's account doesn't have the "Account Expired" and "Account Suspended" message anymore. Everything is good to go now.
Thanks again.
01-27-2017 12:35 AM
01-26-2017 09:02 PM - edited 01-26-2017 09:03 PM
@HuorCulnamo wrote:Thanks, @NDesai.
Her account is now showing "Account Status: Plan Expired" in red. Not a good sign?
I will keep my eyes on it.
No, that's normal for everyone as i said. You will also see Suspended warning on top. Ignore both and check it in the morning.
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01-26-2017 08:51 PM
Thanks, @NDesai.
Her account is now showing "Account Status: Plan Expired" in red. Not a good sign?
I will keep my eyes on it.
01-26-2017 08:32 PM - edited 01-26-2017 08:35 PM
This is normal for everyone during renewal. As long as you continue to get the service, your account status will be back to normal in the morning. The payment will go through sometimes at midnight.
Since you have AutoPay enabled with valid payment method, you don't need to do anything. If something goes wrong in the morning, let us know.
______________________________________________________________________
I am not a mod. Do not send me private message with your personal info.
If you need to contact PM Customer Support Agent, send a Private Message.