Autopay and manual payments not working

[Gbejarunsewe]

Autopay disconnected by PublicMobile again. Even manual payment is not working.

It is now too frequent and repeated, making me uncomfortable and highly uneasy.

Now my son could not make his carpool for same reason.

[Gbejarunsewe]

Yes. I always have several multiples of total bills deducted from that account as balance. None of the other subscriptions via this account has ever had same issue. Only public mobile repeatedly

[Anonymous]

 @Gbejarunsewe : So your Visa Debit is linked to a bank account. You're saying you had at least $500 in there at the time of the renewal and overnight to the next morning?

[Gbejarunsewe]

👍👍👍

[Anonymous]

Just to clarify the credentials of employees that would be helping you:

The username is CS_Agent and they're the only ones that can have a further description for their name.

There are also employees that have that PM designation mentioned, but they don't reply via this ticketing/support method.

[Gbejarunsewe]

They are claiming I had insufficient funds on my Visa debit

[hTideGnow]

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@Gbejarunsewe wrote:

. I had a balance of over $500 but PublicMobile CS are now trying to claim insufficient funds on both occasions. Now wanting me to provide credit card details to their tech team, info they can easily get from my account

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HI @Gbejarunsewe   a balance of $500?  is it showing as Available Fund on My Account?  You confirmed from credit card that $500 was taken from PM? in this month alone?

[Gbejarunsewe]

Did manual top up about 7 days ago for my son. I had to leave my work to do that. Now same issue is happening in my line and my financial institution does not see any problem in their end. I had a balance of over $500 but PublicMobile CS are now trying to claim insufficient funds on both occasions. Now wanting me to provide credit card details to their tech team, info they can easily get from my account

[hTideGnow]

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@Gbejarunsewe wrote:

 Now they want me to provide everything about my credit card to their tech team which sounds risky to me and unwise

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Hi @Gbejarunsewe , it is normal for CS Agent to ask you those question.  As long as you see a PM small picture beside the name, they are in the PM team.  I understand you feel uncomfortable to message it, but it is no difference from calling a live support line and give it out on the phone.   You have to understand they have to verify your identity as well.

[Anonymous]

 @Gbejarunsewe : Apology accepted. Please refrain from telling people that are trying to help you to move on.

I would also suggest buying a voucher online or in many stores to reactivate your service sooner. Or use instant top-up in a few stores. That way you'd have service and then the luxury of time to deal with the payment card.

Or use a different payment card.

[Gbejarunsewe]

Apologies z10user4, as you are not the one getting me pissed. Rather it Publicmobile's CS. They keep asking for more information and I keep giving it to them only for them not to solve and rather ask for more information. Now they want me to provide everything about my credit card to their tech team which sounds risky to me and unwise

[Gbejarunsewe]

And you too

[Anonymous]

 @Gbejarunsewe : I gave you instructions to get the service going again.

No one here can do anything about the payment system. Only the company can fix the infrequent payment problems.

Cheers. Have a nice life.

[Gbejarunsewe]

You are of no help, please.move on.

Why do I have to do manual payment on second account within the space of 7 to 8 days? Why was my autopay declined on both, and why the recurrence severally despite no issue with my bank or card?

If you cannot solve that ignore this thread

[Anonymous]

 @Gbejarunsewe : If your account is suspended then you must do a manual payment to reactivate. Use the Other option in the payment type drop down..not Amount due...and get your balance up to your plan cost.

I would agree that their money collecting has been a problem for some, for quite some time. You'd think taking money would be bulletproof. But many thousands of people renew with autopay without issue for years on end. Until it doesn't.

Is your card still valid? Has your address changed? Has your name changed?

[Gbejarunsewe]

Why would I want to manually top up my account, it defeats the whole purpose and convenience of autopay. Now my other number has been suspended for same dubious reason. I have never had this issue with any other service provider. Public Mobile is crap

[Gbejarunsewe]

Why would I want to manually top up my account before autopay, it defeats the whole purpose and convenience of autopay. Now my other number has been suspended for same dubious reason. I have never had this issue with any other service provider. Public Mobile is crap

[darlicious]

@Panitha 

You could be right there seems to be a higher incidence of autopay failures occurring the last couple of days.

Enjoy your new service with fido. Make sure you carefully review your fido billing statement each and every month for extra charges, fees and overages.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[hTideGnow]

HI @Panitha   , so you are going to port your number to Fido?  Just make sure your PM account is active for the porting to work

[Panitha]

Somehow, I paid using Agent Voucher.  Their Payments software system is screwed up.  Now switching to Fido they have better plans today and tomorrow.

[Panitha]

nothing worked, Agent provided voucher to pay.  Just waiting for account gets activated and I already purchased Fido plan way better than this, once activated transfer request will be submitted.  Public Mobile service is useless

[hTideGnow]

HI @Panitha  

Sometimes if the same card is paying for 2 or more plans with the same plan amount and on the same date would trigger a lock on the Credit card side.  Credit card might think those were wrong duplicate charges.  Any chance that was the case?

Regardless, open a ticket with PM and ask them

[Panitha]

Same issue this is my Daughter account.  what a stupid service and they can't process any card payment from my account.  Public mobile is useless

[hTideGnow]

HI @Gbejarunsewe   

Login to My Account and make a manual payment as advised above

Once your account is active again, I think you should open a ticket with PM Support to ask them to investigate and hope they can find the reason and this won't happen again

To open ticket with PM, Click on the Bubble or directly at : https://publicmobile.ca/chatbot. Follow this to get to ticket open screen quicker:

1.  type: Contact CS Agent
2. Click "Contact Us"
3. Click "Other"
4. Click "Click here to submit a ticket"
5. you will then direct to another page to open ticket.

After ticket is submitted, make sure to check your Community Inbox(top right corner envelope icon) periodically for response from PM's CS Agent

If you have problems submitting a ticket, you can also send a private message to the moderators (but this can take longer):
https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

[hTideGnow]

HI @Panitha 

only active account can be ported out

What you should do now is the login to My Account, first change the plan to $15, the lowest price plan to save some money.   

Once changed, load $15 into the account and then reactivate the service

Once reactivated, call Fido again to ask them to re-send the porting request.  On your end, make sure PM SIM is in a phone and ready to receive text.  Reply YES to the porting authentication text within 90 minutes

[Panitha]

Same happened to my account from last 4 days my account is in suspended mode.  Autopay failed without any proper reason and manual pay not taking the credit card payments.  I tried to port my Public to Fido, but the transfer request sent twice in 24 hours no response received to transfer my number from Public.  This is so annoying and frustrated, problem with this network there is no proper customer service either.  I am just locked without phone now.

[darlicious]

@Gbejarunsewe 

Wait one hour before trying to pay again. Before logging in do the following:

1. Clear your browser.
2. Reboot your device.
3. Open one tab only.
4. Use secret/incognito mode.
5. Firefox, chrome, safari or Microsoft edge work best.

This will help prevent any glitches or error messages from occurring. You are only allowed two attempted payments per hour. When you go to the payment page to manually top up your account choose "other" amount. Enter your plan amount and confirm and submit your payment. Your plan should automatically reactivate.

If not and your available funds equal or exceed your plan amount then go to the plans or usage page and click on the lost/stolen feature. Suspend your service. Log out/in. Resume your service. Your plan should automatically reactivate. Go to your transaction history to confirm your plan has reactivated by looking for your 30 DAY PLAN....$10 charge and your 100 MINUTES.....$5 or 1GB(?) DATA AT 3G SPEED.....$15+ charge with today's date. Log out and reboot if necessary.

If your autopay continues to fail (Do you have two accounts renewing on the same night with the same plan?) Then contact customer support to open a ticket with the tech team to investigate your account for the cause of frequent autopay failures.

As mentioned by @Dunkman manually topping up your account before renewal guarantees your autopay will never fail leading to service suspension.

To contact customer support click below:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

To pre-verify your account include your full name, address, email, phone # and 4 digit acct pin #.

[Dunkman · Accepted solution]

@Gbejarunsewe 

That is frustrating.  Is your account still suspended?  Sometimes if you try to much to pay, the payment system gets locked out and you will need to wait for one hour.  You should be able to manually load up funds via self service account.  The website is finicky. After waiting one hour, you can clear cache, incognito mode or try a different web browser. 

If that fails, you can also try dialing 611 on the phone to load up funds also:

https://productioncommunity.publicmobile.ca/t5/Self-Serve/611-IVR-Menu-System/m-p/289352

If really stuck, you will need to contact Customer service agent. Click on chat icon on right lower corner of website.  Type: submit ticket.  Follow prompts to submit ticket. Usually 1-2 hour wait times.

If need to get account started asap, you could purchase a payment voucher either in store (gas stations, Shoppers, etc) or online recharge.com (service fee applies). 

One way around the potential autopay failure is to manually load funds 1-2 days prior to your payment date.  Some of the regulars on the forum do this on a consistent basis.