Expired Subscription

[2505911991]

I received a notification advising my subscription has expired on Feb. 10/26.  I have attempted several times to renew it and make a payment but keep getting this message:   "Your services are on hold due to the expiration of your subscription. If your services are on hold for more than 90 days, your account will be closed permanently and you'll lose your phone number."

I put a ticket in, and received communication from "Daniel", asking what the issue was.  I advised him and then...NOTHING!!!   This is extremely frustrating!   Ive tried several times.  I received another notification advising my account subscripton has been renewed but I still get  NOTHING!   What the Hell is happening with Public Mobile!?  I need answers NOW and I need my account renewed.  Is it really that hard to accomodate customers?  Or to reply?  

ATTENTION to this matter would be appreciated!

[2505911991]

The CS communication (Daniel) came from the PM website. I'm hoping he was a PM employee!  He did not ask for me CC info.  I entered my CC as I thought I had to renew & update my info.  No response.  This all feels like an IT glitch at Public Mobile's end.  I ended up purchasing a voucher from Shopper's Drug Mart, entered the voucher info and connected once again - but in the past, I have always paid online.  I'll wait another 24 hours and see if things improve.  

[computergeek541]

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@bev20 wrote:

 I contacted PM and rec'd a response within a few hours. They said they tried to reenter my CC manually but it was not going through.     Resolved the issue by using a different CC and it was accepted. 

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The above is very concerning, since to my knowledge, a Public Mobile customer support agent should never be asking a customer for credit card information.  Is it certain that you were communicating with a Public Mobile employee?

[bev20 · Accepted solution]

Hi, I had the same thing happen to me earlier this week. 

 I contacted PM and rec'd a response within a few hours. They said they tried to reenter my CC manually but it was not going through.     Resolved the issue by using a different CC and it was accepted. 

I had 3 exchanges with CS at PM and each was helpful and professional.   I will change out my CC next billing cycle and see if the problem is rectified.   But they seemed to think it was a software problem at their end.

absolutely no problem with the CS response however and I dealt with Anu and Ioana, so try submitting another request and try using a different CC at least for the interim.   Goodluck  

[2505911991]

Thank you!  

[slusagm]

@2505911991 

it is an common system issue.  You can choose to wait 24 hours first and try again using browser with Incognito mode, or you can buy a voucher and pay if you need to resume service now.   You can buy the voucher from any Shoppers Drug Mart store, or any Loblaw's brand supermarket.  Then load the voucher using My Account, PM app or by calling *611