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Accounts on hold

Dieseldub
Great Neighbour / Super Voisin

My partner and I just got messages that our accounts are on hold due to an "unresolved issue with your payment". Our payments came out on the 27th and I can see the transaction on our credit cards, public mobiles payment history is blank though and now we do not have phone service. Help?!

40 REPLIES 40

Dieseldub
Great Neighbour / Super Voisin

Service was lost for about 30 mins (couldn't even get a 2FA text) when I made the OP and is working fine now. 

TNT420
Good Citizen / Bon Citoyen

Bro it’s there when I log into the app. It’s not fine. 

TNT420
Good Citizen / Bon Citoyen

Yes I got the exact scenario took with voucher and everything. Pathetic. 

TNT420
Good Citizen / Bon Citoyen

Same thing happened to me! Today is day new new monthly cycle starts and it says my plan expired. I had a $15 reward voucher they used and charged me remaining $23 on my Mastercard and told me I didn’t pay. 

what is going on here?

Rebekah1
Great Neighbour / Super Voisin

I logged back into my account.

Where would I see evidence that my account is in an active state? I looked under overview page and then subscription usage and under subscription cycle it stated,

"Jan 27, 2025 to Feb 26, 2025
Subscription will renew on Feb 26, 2025" 
Does this indicate it's active? Where would I see it in clear way that it's active?


@Tedda5 wrote:

Received a text to say my account is on hold. I tried to update my payment method and got no where.

How do I do this? I went to self-serve option. Topic wasn't there

I can not have my phone inactive. I want to settle this now.

Please see the responses by other members about this from this topic earlier in the day.

hi @Tedda5 

don't make any change yet, the text could have been sent wrong.  Many got it and it was a false alarm

if you have the service now, login My Account and confirm if the account is active.  if so, just ignore the text

Tedda5
Great Neighbour / Super Voisin

Received a text to say my account is on hold. I tried to update my payment method and got no where.

How do I do this? I went to self-serve option. Topic wasn't there

I can not have my phone inactive. I want to settle this now.

Thank you in advance for your speedy response.

Tedda5

 

hi @Rebekah1 

if you have the service now, login My Account and confirm if the account is active

likely the text just sent out by mistake, many got that text but their accounts were all paid already 

Rebekah1
Great Neighbour / Super Voisin

I received this text this morning Jan 29 2025:

"Public Mobile here. Your account has been placed on hold due to an unresolved issue with your payment.

To resume your services, simply log in to the Public Mobile app or My Account online at publicmobile.ca/sl/uzKWXZHP3Z and update your payment details."

I signed in and checked my payments and have an invoice from a Jan 27 2025 that shows the total amount paid and states: Thank you for your purchase! As requested, please keep this receipt for your records.

Why is my account on hold, there is no unresolved payment. It was paid two days ago! How do I get the hold taken off my account???

hi @Fican 

no scam, but maybe PM sent wrong

if you have the service now, login My Account and confirm if the account is active

likely the text just sent out by mistake, many got that text but their accounts were all paid already 

Fican
Great Neighbour / Super Voisin

I received a text msg on my cell phone saying: Public Mobile here. Your account has been placed on hold due to an unresolved issue with your payment. I don't know if this is a scam text or what. So verify what the issue supposedly is and inform me.

hi @NaramataTB 

if you have the service now, login My Account and confirm if the account is active

likely the text just sent out by mistake, many got that text but their accounts were all paid already 

NaramataTB
Great Neighbour / Super Voisin

I received a text that my account was on hold due to a payment issue but my monthly charge was charged to my credit card 2 days ago. Anyone else with the same issue?

hi @OscarK11 

if you have the service now, login My Account and confirm if the account is active

likely the text just sent out by mistake, many got that text but their accounts were all paid already 

OscarK11
Great Neighbour / Super Voisin

I have bill credit of $15.00.  Jan billing just done, received a text message saying my account is on-hold due to payment issue....when logged in, I can see the total billing $15.00 + Tax $1.95.  My account is set on auto payment via credit card on line....

I could not understand why and what is the message for?  Can the system just charge the differences to my credit card?

 


@Aof wrote:

I got this message texted to me today, but when I log into my account there is no issues, any idea what the problem is?

 

Public Mobile here. Your account has been placed on hold due to an unresolved issue with your payment.

 

To resume your services, simply log in to the Public Mobile app or My Account online at publicmobile.ca/sl/C0bLEbcFjn and update your payment details.


As long as the service is working, you can ignore the message.

Aof
Great Neighbour / Super Voisin

I got this message texted to me today, but when I log into my account there is no issues, any idea what the problem is?

 

Public Mobile here. Your account has been placed on hold due to an unresolved issue with your payment.

 

To resume your services, simply log in to the Public Mobile app or My Account online at publicmobile.ca/sl/C0bLEbcFjn and update your payment details.

HI @umnikke8 

look like there was another post from another customer about this.  As you know we are just customers here, you will have to submit proper ticket for agent to escalate

submit a ticket with CS Agent using Chatbot here:       
            https://widget.telus.tiia.ai/publicmobile/publicmobile.html 
             Type the question "Submit ticket", Then click the following in order: "Contact Us" ,  "Other",  "Log In".  
If any issue with ticket submission, you can submit  ticket by direct message:  
          https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437 

Remember CS_agent will reply to your Community inbox within 2 to 4 hours, please check your inbox here:
           https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage   

umnikke8
Model Citizen / Citoyen Modèle

I like many others seem to have a received a false text notification that there was an issue with my account and it was on hold. There needs to be an official statement about what is going on.

tonisage
Great Citizen / Super Citoyen

@tidnishgirl 

When is the subscription ending ? February?

tidnishgirl
Great Neighbour / Super Voisin

I paid again after receiving text saying service was cancelled. Now I've paid twice. How do I get my money back 

tonisage
Great Citizen / Super Citoyen

Ignore, system glitch. Alot of people have also complained same.

Polen
Great Neighbour / Super Voisin

I also got this message too! I'm wondering if it's because I claimed my points credited for this month's due. The otp is also delayed. I hope nothing's wrong with my subscription. 🤔

rockybb
Great Neighbour / Super Voisin

Hi! I got the same text too and cant figure out why.

Ehnfncndj
Good Citizen / Bon Citoyen

Ok, so just because it is every ow and then, does that make it fine.

I like my new *electric vehicle brand name*, just the tire flies off, 'every now and then'? Are they serious? 

Ehnfncndj
Good Citizen / Bon Citoyen

Same here. I just invoked my Human Rights Act, as I am someone with a disability.

Um, I'm off work, and how they design this is very frustrating, and confusing to someone with a disability.

What is your alternate number? *checks account*

It is literally 000-000-0000

Do they realize they can design a system, make it better, i.e. get it to tell us that ALL ZEROS is 'not a valid number'?

Eddie68
Great Neighbour / Super Voisin

Why did i get a text saying my account is on hold. I paid my account on jan 27th

Amanda841
Great Neighbour / Super Voisin

Hi! I am getting the same texts and so is someone else I know but we have both paid our bills. The text Message reads "Your account has been placed on hold due to an unresolved issue with your payment."  But all of our payments are up to date and credit card is fine. Anyone know why this is happening?

hondafreak02
Great Neighbour / Super Voisin

Hi Dan. I'm receiving the exact same text and having the exact same issues as yourself. My card expires end of February, but the website is classifying it as an invalid payment method now.

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